“Our apartment complex switched from us receiving packages at our home address, and switched us to Fetch, a residential package service. Their advertisement is that they will receive and deliver your packages for you.
Now, the first problem we had is that Amazon recognizes their address as something other than a residential mailing address, and as such, items take sometimes 1-2 WEEKS longer to receive. I used to get items same day, or 1-2 days at the latest. If we are fortunate, we'll get them 3-4 days later. But always plan on a week so that you are not disappointed.
We greatly dislike it, but we don't have a choice.
Over a week ago they mis-scanned my package, and delivered it to someone else. Amazon said it was delivered. I gave Fetch the 24 hours for it to appear in my app, as the per their user agreement. I reported the missing package the next day when it still didn't appear. That was a mess just to get a human because the bot in the app is useless. (type LIVE CHAT a few times to get a human). Then the human understood but the ticket I received, they were asking me for the picture of the package label. I replied I don't have the package, you haven't delivered it, I cannot do that. THEY created a second ticket, on their own, even though I told them I have a ticket open. The second ticket also requested for ME to send a picture of the label of the package they failed to deliver to me. Ugh. SO...after THREE DAYS, they finally apologized, they said closed the extra ticket they opened by mistake, and they told me they would investigate. They told me the package was tagged on their end to the wrong address, and that they delivered it to the wrong resident. They set up a ticket to retrieve the item the evening of day 3 of the missing package. Saturday they tell me that they were unable to retrieve the package and to send proof of purchase and other details. We did. Then they said they'd rather have a screen shot (directions said amazon invoice that includes item total and tracking number as proof OR screen sot from the app, we included the invoice as it had the completed details of everything they needed an more). So added the screenshot even though it doesn't include all they need. The Sunday we get 2 replies, 1 that says it's under review for reimbursement. Um, y'all already investigated and admitted fault. What is there to review? The contract clearly states that at this point you'll hand me a check. The 2nd, is that if we don't reply the ticket will automatically close and be considered resolved in 3 days. Um, NOPE!
And do we hear anything yet? No. I'm also upset because I told them I can no longer get that item on sale, so now I have to pay more for it. I provided them a receipt for the new total. I should add, the new total is $17.03! It isn't worth their time to argue over. They are spending more money trying to find their way out of it than if they just gave me the money they owe me for their mistake. Ok. Let fast forward to today. THEY LOST TWO MORE PACKAGES TODAY! This time they registered it like normal, but I'm home and went to the door a few steps away the second I received the "delivered" messages. NOT THERE!!! I contact them via chat and have to type LIVE CHAT 3-4 times to finally get a human. I originally replied to the text number they provide when you get the delivered message to report a problem, I also marked thumbs down in the app which prompts you to select why, and I marked package not delivered. Nothing. No response. Anyway, that when I went to the live chat. You start with the bot and the bot did nothing, again. So the human tells me (won't name names as this is not their fault) and they tell me I will receive a call within the hour. It's been almost 3 hours. Crickets.
I really cannot say RUN loud enough. Look these guys up on yelp and they have solid 1 star reviews.
We are absolutely moving so that we can avoid so much disruption in our lives. I'm tired of constantly having to be on-call and available when these guys decide to act, and yet they just reply whenever. And they don't resolve anything. Thankfully they only owe me just under $60 at this point BUT.... if my package they get later today they screw it up too, it'll be a few hundred dollars added to it!!!
I've notified my complex on these issues and I've contacted an attorney to see how to proceed if they do not resolve this soon.”
