Name: Fetch
Rating: 2.32

“Just ordered from fetch for the first time. Great price, easy to place the order, Kept up to date with progress and it arrived next day (Saturday) when specified. Ocado Delivery chap was lovely. 100% perfect from start to finish. Will definitely be buying from fetch from now on. Thank you from a very happy customer x”

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Posted 5 years ago

“I have used Fetch pet food deliveries for several years and have received perfect service, I highly recommend this company !”

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Posted 5 years ago

“Absolute disaster, don't order from them. They will not deliver on time, mess up multiple orders and simply give you empty promises and accept no responsibility. Don't waste your time.”

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Posted 5 years ago

“Ordered Wednesday evening, Delivered in a time slot Thursday that I chose, Excellent.”

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Posted 5 years ago

“Absolute horrendous from start to finish.. ordered on the 1st July for the value of £30.50, good where Ment to arrive on 3rd July but got a txt on the morning of the 3rd say there was a problem with my order! To them log on to my banking to find out fetch have taken an extra £75.50.. on querying this they are now trying to blame dpd for splitting my order up.. fetch have definitely lost a customer 😡”

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Posted 5 years ago

“Ordered dry food over £50 I paid yesterday only for a garden flower holder to be delivered today, guy asked me to take a picture before I would get a refund, really disappointed and frustrated after 20 minutes on phone to now have to wait 10 days for my refund, ps box was all damaged.”

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Posted 5 years ago

“Placed my first order and will be last order with this joke of a company. My order was shipped and damaged by DPD the courier company and held at one of their hubs they use. Had to chase courier to find this out and when contacted Fetch customer service was told that I would eventually have been informed about the issue and provided with a discount code that does not work. Over 1 week since I placed my order and nothing until like a donkey I did all the grunt work. They responded with they would refund my money and would need wait 10 days and would need to reorder, so you can take money for payment in 24 hours and when the item gets damaged and is still with courier on route back to you you can't dispatch a replacement order unless original is cancelled and a new order created. If you try to escalate higher up the chain you will still be told that your initial payment will be returned in 10 days and will deduct payment again for repeat order. If you have any sense use another company. Discount code provided by customer service also is not accepted. Responses may seem sincere but guess this is just webchat reading off a prepared script for responses”

Helpful Report

Posted 5 years ago

“Placed my first order and will be last order with this joke of a company. My order was shipped and damaged by DPD the courier company and held at one of their hubs they use. Had to chase courier to find this out and when contacted Fetch customer service was told that I would eventually have been informed about the issue and provided with a discount code that does not work. Over 1 week since I placed my order and nothing until like a donkey I did all the grunt work. They responded with they would refund my money and would need wait 10 days and would need to reorder, so you can take money for payment in 24 hours and when the item gets damaged and is still with courier on route back to you you can't dispatch a replacement order unless original is cancelled and a new order created. If you try to escalate higher up the chain you will still be told that your initial payment will be returned in 10 days and will deduct payment again for repeat order. If you have any sense use another company. Discount code provided by customer service also is not accepted. Responses may seem sincere but guess this is just webchat reading off a prepared script for responses”

Helpful Report

Posted 5 years ago

“Ordered dried puppy food and unceremoniously received an email at 04.23 am cancelling the order for a 8-9 am delivery slot, on the very day itself. Waived off with a £20 voucher and “of course” we didn’t charge you as you haven’t received your order. The voucher doesn’t even buy 1 bag of the dry puppy food I ordered in bulk and it is a shocking failure of the supply chain to cancel at the last minute when they had several days since the order.”

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Posted 5 years ago

“They let you order things that they either can't get or don't have in stock. If one item is out of stock, your order just doesn't come or is cancelled. My order made nearly a week ago for a seriously ill cat still hasn't arrived. I've spoken to them over a dozen times, from first line agents, supervisors & up to quite senior management. The senior manager 100% promised our order would be here today, we've waited all day - NOTHING. The reason.... in the meantime, another item has gone ex-stock, so they've stopped the complete order without a phone call, text or email. If your item is in stock, no problem, but if you've made a complicated order watch out, their systems can't cope with it.”

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Posted 5 years ago

“Be aware that if you elect to have your package left and Fetch actually deliver to the wrong house you are still held liable for the lost goods. They also accuse you of lying by accepting the word of the driver who made the mistake instead of the regular customer who will now never use them again.”

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Posted 5 years ago

“Beyond abject service--never again So their system doesnt update and they deliver to a former address 300 miles away-they then call and confirm twice that funds will not be drawn--so we reorder to our correct address--we get the item 2 days later and guess what they have drawn the funds twice--nice eh--then i endure live chat for 25 mins for a simple request to refund today--service is beyond awful with the agent either grossly incompetent as they cant process a most simple of requests-or they are actually deliberately being grossly incompetent--the outcome--they will refund us within 10 days--so 12 days after they wrongly took funds we will get it back--yes we are really going to use these clowns again--shocking service but do they give a damn--nope”

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Posted 5 years ago

“Repeatedly take two payments one on day of ordering one on day of delivery. They tell you that it is a pre authorisation and they haven’t taken two payments. Whatever their excuse your money is NOT available for you to use. Had no problems for a year it’s now happened three times. Won’t use again.”

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Posted 5 years ago

“Dreadful! They use Hermes. Part of my order arrived late, having waited in 4 hours. The rest took me 5 days of daily chats and emails to get, waiting on chat for 20mins and then getting cut off. No one could tell me when or if I would receive my order. No one would take responsibility. They would not resend the items and told me they weren’t in stock when they were.”

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Posted 5 years ago

“Great idea. Free delivery with Ocado order. They have the right kind of cat litter and are rarely out of stock. No complaints whatsoever.”

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Posted 5 years ago

“I am really fed up with "in stock" items not being in stock by the time I check out 2 minutes later. Their online chat is also not great - been at the front of the queue for 20 minutes tonight and still waiting........”

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Posted 5 years ago

“Ordered on a Thursday and recieved product on the Saturday. Excellent service.”

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Posted 6 years ago

“Prompt delivery of Koi fish winter food as well as Autarky dry dog food for a clients dog.”

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Posted 6 years ago

“Order placed with delivery a week later to ensure that items ordered would be in stock - confirmation of delivery email showing the dog food missing! I delayed delivery on the basis it would be in stock - according to their own system! will not be using again, a waste of time.”

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