Name: Fetch
Rating: 2.32

“2 dog bowls arrived broken and I have now been waiting 3 weeks for a refund. After numerous emails and every time getting a response from a different person simply saying the refund has been processed nothing has been received. No one person takes accountability and the lack of customer service is appalling. A truly dreadful company that I will never use again. Go elsewhere it’s really not worth it!!!!”

Helpful Report

Posted 4 years ago

“Ordered from Fetch twice. First order arrived after 8 days with half the order completely missing. After a few emails to customers services, they offered me a refund for the missing items and a £5 discount on my next order. So I did a second order. AGAIN missing items and this time the parcel came totally damaged, biscuit dust everywhere and so many extemely dented tins that had come out of there boxes. Customer service completely unhelpful. And I told them not to bother sending me another discount because I'd not be using there rubbish service again”

Fetch 1 star review on 2nd September 2020

Helpful Report

Posted 4 years ago

“They turn incompetence into a science. Ordered 2x 12kg bags of Eukanuba dog food, one puppy food and one adult food. Only puppy food arrived and when querying the whereabouts of the other I was told they didn't know where it was. The fact they didn't offer to send a replacement speaks volumes ie they don't have it in stock and never did in the first place yet took my money Now I have to wait 7 to 10 days for a refund Useless, inept and incompetent”

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Posted 4 years ago

“Ordered twice, harringtons 48 pack , both times neither have been delivered, I've just received the extras I ordered along with the harringtons, contact customer service and get fobbed off with sometimes stock is expected in so you can order it, but then it doesn't arrive at them so they can't send it to you. Seems like a bargain, but if you can't supply then it shouldn't be advertised, it's just a way to get you into their website where you will order other stuff too. So now i have less than a weeks supply of dog food when i should have had a months.”

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Posted 4 years ago

“SHOCKING! Placed an urgent order for medical items for sick dog. Being delivered between 4 and 5 today. To my horror, I received an email at 4.16 pm merely saying whoops, they've cancelled my order. NO DECENCY OF AN EXPLANATION, NO WARNING GIVEN, NO CHANCE FOR ME TO ORDER FROM ANYONE ELSE. What an appalling way to treat your customers and their pets! Try another company who actually value their customers and can be relied upon when you need them.”

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Posted 4 years ago

“I came back to this company & tried them again, we had one good delivery & this last one which totalled nearly £70 of cat food was a disaster. They literally threw the contents into a box (foil trays, boxes, tins, pouches), the box was ripped open when it arrived, so we had to painstakingly count everything first, à few things were wrong but it literally looked like it had been thrown into a concrete mixer & left on for half an hour. Foil trays bent out of all recognition, labels that had come off completely. I wrote a long letter to their customer services & they offered a measly £5 off our next order for 'inconvenience caused'....saying they couldn't afford more because of Coronavirus!!! This company has had the biggest boom in history because of it. What about the damaged goods?? I complained & a so called manager rang who went on & on & on saying it was terrible & he disgusted about it, was going to take it up with x, y & z, oh & as a gesture of goodwill & not admitted liability, I'll basically give you about a tenner off your next order...?? There is over £20 of damaged goods, not including the pots that have no labels on them. We are therefore having to go through & use the damaged stuff first checking that each pack is OK as we use it. What a mean, money pinching lot. I told the manager to forget his measly ten quid - I WILL NEVER USE THE COMPANY AGAIN.”

Helpful Report

Posted 4 years ago

“Ordered cat food and friends plug ins. Delivered by yodel. Box delivered with damage all the way down the side. How we did not lose the contents I don't know! I have been a fetch customer for years. No more! Charging £4.99 delivery and then I found out that if I paid another£1 I could have had my goods delivered by acado!!!! I will be buying from zooplus from now on. Free delivery and the products are cheaper too. What a shame fetch, you need to start looking after your customers instead of making excuses to con them.”

Helpful Report

Posted 4 years ago

“We recently ordered two Julius K9 harnesses for our miniature dachschund. Unfortunately they did not fit as he is really between two sizes so we contacted Fetch who were only to happy to arrange for the harnesses to be collected and for a full refund to be made including the postage that we had paid. They were verry quick to respond to our enquiry and kept us up to date with the situation. We have ordered dog food from them before and their customer service was also very good on this occasion as well. We would definitely recommend Fetch.”

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Posted 4 years ago

“1st time customer with Fetch & I couldn't be more impressed. Ordered on Monday, received the order on Tuesday even though I was told to expect delivery on Thursday! All packaged very well & I am looking forward to my next order 💚🐾 P.s. Loki loves the food 😍”

Helpful Report

Posted 4 years ago

“1st time customer with Fetch & I couldn't be more impressed. Ordered on Monday, received the order on Tuesday even though I was told to expect delivery on Thursday! All packaged very well & I am looking forward to my next order 💚🐾 P.s. Loki loves the food 😍”

Helpful Report

Posted 4 years ago

“Don’t even deserve one star. Ordered food on 23/03 spilt into two separate deliveries. One box has arrived still waiting on the other two. No update no emails, phone lines down no answer to emails or Facebook message. Extremely unhappy reading other reviews looks like others are in the same position even before the lockdown occurred. Sort it out”

Helpful Report

Posted 4 years ago

“I've used fetch in the past and they were fine but I am really annoyed this time round. I placed an order for cat food and cat litter two weeks ago and was completely understanding that I had a two week wait for delivery given the lockdown. I was supposed to get the delivery yesterday and had an email saying that the cat litter would arrive but then Hermes delivered 1 of 4 bags today. I have been charged for all of the cat food and all of the cat litter but ended up paying more for the increased delivery charge than the single bag of litter that they delivered. We are in complete isolation and our supplies are running very low for our cat. I've had to shell out more money for another company to send food and heard absolutely nothing from Fetch about why they've only sent a fraction of the delivery. I wouldn't have paid their extortionate delivery price for a few pounds worth of cat litter. As below, they have a technical fault on their telephone lines so you can't get through, their online chat isn't working and I doubt that I will hear anything via email. Completely ripped off, avoid until things settle down as they clearly can't handle the orders.”

Helpful Report

Posted 4 years ago

“Order placed 23/3/20 for cat litter and cat food. Litter delivered as expected earlier this week following emails from the courier company hence the second star in this review. This was however given as a 12 hour delivery time slot later amended to 2 hours. Still arrived at a different time. No word whatsoever since on the cat food although showing as a guaranteed delivery of today. Live chat not working and telephone line has a ‘fault’. Seeing other comments on the latter I wonder? I now have to go out and source cat food today. A journey I had not intended as am trying to adhere to govt advice of keeping shopping trips to a minimum. First time of using Fetch and doubt will bother again.”

Helpful Report

Posted 4 years ago

“I ordered products for my dog on 23rd March to the value of £104. The reason for the order was that we were about to run out of the only dog food that she has tolerated due to sensitivity. In order to justify the £5 delivery charge I added some extra items. I received 2 contradictory emails a few days ago, the second saying that I had to book another deliver slot as the payment hasnt gone through. No way of contacting cUstomer service, other than via a form on the Fetch website. No response received yet. Then out of the blue I received a delivery yesterday, from which the all important food was missing and no explanation. The whole thing is so frustrating. I would advise people not to order from Fetch. There are other companies out there who actually answer the phone!”

Helpful Report

Posted 4 years ago

“Ordered some cat biscuits on 15th Mar 2020, with next day delivery. Didn't get delivered. Got an email saying delivery would be on 26th Mar. Didn't get delivered. Tried emailing and messaging on 26th Mar - still no response. Had another email saying 28th Mar. Didn't get delivered. Tried calling on 28th and 29th Mar - phone systems not working. Tried emailing and messaging on 28th and 29th Mar - still no response. And still no delivery. No idea what is going on and no way to contact Fetch to get a response or any kind of answer. It seems they are more than happy to take my money but not to treat their customers with any kind of care or respect.”

Helpful Report

Posted 4 years ago

“Ordered some cat biscuits on 15th Mar 2020, with next day delivery. Didn't get delivered. Got an email saying delivery would be on 26th Mar. Didn't get delivered. Tried emailing and messaging on 26th Mar - still no response. Had another email saying 28th Mar. Didn't get delivered. Tried calling on 28th and 29th Mar - phone systems not working. Tried emailing and messaging on 28th and 29th Mar - still no response. And still no delivery. No idea what is going on and no way to contact Fetch to get a response or any kind of answer. It seems they are more than happy to take my money but not to treat their customers with any kind of care or respect.”

Helpful Report

Posted 4 years ago

“Phttps://www.ceoemail.com/s.php?id=ceo-9101 Suggest we all contact the ceo about the dreadful service we are receiving.”

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Posted 4 years ago

“Order placed 16/3, advised it would be delivered 29/3 but, when payment not showing as pending on my card statement, I emailed to ensure my much needed Royal Canin dog food would be delivered. Their reply,2 days later, said order would come on 29/3 as expected but when it arrived the dog food I needed was omitted and I got an email saying my order had been cancelled. The item I want shoes on their website as being due in on 4/4 but I would have to reorder and pay the new, exorbitant delivery charge. I shall not be doing so and Fetch will lose another regular customer. I am over 70 and have had to make a journey that I am urged not to as I could not ask a volunteer to travel round searching for a hard to find item.”

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Posted 4 years ago

“Why are you charging £9.99 for delivery when people are already struggling? This is Disgusting..”

Helpful Report

Posted 4 years ago

“Well it seems people have already noticed the price increase on products, my product being Royal Canin Breed. 3 price increases in the last few months, the latest in this current COVID 19 situation. Not only that P&P has gone up too. Taking advantage of the crisis we are all in.. I suggest you all look online as I found product much cheaper with delivery charge £1.99”

Helpful Report

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 33%
Accurate And Undamaged Orders	Greater than 65%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week

Fetch Reviews