Fetch Resident Reviews

Where do I begin? This experience of receiving packages through Fetch is brutally painful. This past Saturday I had multiple packages scheduled for delivery, three days before Saturday. On Saturday I did not receive notification that I would not be receiving my packages until 2 1/2 hours into the arrival window. That is utterly ridiculous to notify a customer that they won’t receive a package during the window that the package was supposed to be delivered within. Customer service have me on hold for 25 minutes before I got someone on the phone then the person on the phone wasn’t very helpful and I had to ask to speak to a manager who was much more helpful kudos to Tabby for providing great customer service but yet I still had to wait two additional days for my packages. And to top it all off I’m still missing one package that was received at the Chicago facility on Friday but yet I have received any update... a terrible experience overall!

I would love to tell you about it. Do not expect Fetch to back you up if one of their gig “couriers” games the Fetch system and steals your stuff. Have a doorbell camera. Don’t have their “couriers” leave it at the door. If you have to contact Fetch for customer service don’t set your expectations high. Even when I was fully owed a reimbursement because the warehouse admitted fault, it took over two weeks to get the reimbursement. My apartment complex uses Fetch and hate this downgrade.

Last straw was a package where I was right at the door when the notification came it had been dropped off (no picture). I opened the door and it was not there. I immediately attempted to contact Fetch (good luck). Two hours later, I got an email reply, then finally a call after requiring it. I told that person the above she asked about the picture. I said it wasn’t in FetchResident , she agreed she couldn’t see it. Said she would investigate and get back. An hour later a picture was emailed to me and FetchResident was update. I was told someone else must have stole the packages inside my secured apartment complex. Right?!?!?! I’m done. In this case it’s a $18 dollar package they REFUSE to cover. Cheaper lesson for me. Next move I will be asking if these guys are dealing with my packages and if so, welp I can move elsewhere. Terrible service, no accountability, goodbye.

I really wish my complex didn’t require us to use this service. The concept is fine, the execution is not.

Issues:
-FetchResident often won’t push notifications (I have an iPhone 11 with notifications turned on, updated app, app background refresh on, etc. so it’s not my phone’s problem). When I reached out to Fetch, the reply was to check FetchResident regularly to make sure they didn’t screw up. I guess it’s my fault that you had my package for 3 days without telling me. In the future I’ll just expect y’all to screw up and deal with it myself.

-Regularly I’ll get a notification from the place I ordered from saying they delivered to Fetch but the order won’t show up on the Fetch app for 4+hours. By the time they have it scanned in their system, the only available delivery window will be 8pm-10pm. That means a package delivered to them at 10am won’t show up til 10+ hours later.

-I showed up to the facility to do an in person pickup only to find out that they had moved locations without notification. When I reached out to them about it, they told me, “we recommend checking my spam folder” regularly. Obviously they don’t care and I wasted a bunch of time on my day of. I’ll just keep checking my spam folder on the off chance that you MOVE YOUR BUSINESS’ LOCATION AGAIN....that makes sense.

This company is bad at executing their business model. I really wish my complex didn’t use them.

I don’t see the logic or why any apartment complex would implement this. It’s absolutely idiotic. In my apartment I have to pay 20$ on top of my rent for this service. What does that extra 20$ get me? Faster shipping? More secure handling of my packages? Nope, pretty much the opposite. You order something off the internet on Monday and it says it will be arriving on Wednesday right? Well with fetch add 2-3 days on top of that because if your apartment uses Fetch you can’t ship things to your address, you have to ship it to the Fetch warehouse that’s closest to you. And once it arrives there you can set a delivery time for it to be driven from the warehouse to your apartment. But guess what? 80% of the time they just don’t show up when you scheduled them to. So if you have something being delivered that day you’re pretty much forced to wait around in your house all day to make sure it comes and to get it as soon as it does because a lot of the couriers take a picture of it at your front door and just steal it.

My apartment complex recently signed up for the service and forces all of the residents to get packages delivered to fetch instead of to our front door. It takes so long to get packages from when they’re actually delivered to the fetch facility to when you get them at your home. Today was my final straw as I was waiting for a package to finally be processed into the fetch system. It got delivered right before 2 PM today at the warehouse and I just got a notification now at 5pm that they have my package. The kicker though is that apparently they have no one to deliver it so I can’t get my package, that I need by tonight, because they didn’t schedule it to be delivered until tomorrow at 2 PM. That’s 24 hours from when my package was actually delivered to when I can actually have it, and that’s only if it makes it on their truck to be delivered tomorrow. This is honestly one of the worst services I’ve ever had to use through an apartment and I could not caution you enough to not move to a place that’s utilizing this.

My apartment building requires tenants to pay to use this extremely frustrating service. I would much rather have my packages delivered directly to my apartment building than have them sent first to a company that’s more likely to cause delays than add convenience to my package delivery experience. This company is so short staffed that it’s become common for multiple days to pass between the package being delivered to the Fetch facility and Fetch reporting that they’ve received the package. Then you schedule delivery from them to you. However, once packages are in their system, they can still lose them, causing even longer delays. Earlier this summer, they lost one of my packages for 3 weeks before finding it and eventually delivering it. Many others have gone missing for several days after they’ve been processed in the Fetch system. They also seem to have little capacity to respond to customer concerns, such as what’s going on with these missing packages, in a timely way.

I’ve used this service a total of 4 times. The first two times, the experience was very pleasant. But the last two times I used this service, was this week, for two separate packages. Both packages I had issues with. I was forced to “reschedule” multiple times (for each package) because the time I chose kept becoming “unavailable” at the last minute. Also, both packages came well after 9pm, one of them even after 10pm. I thought this service was supposed to make package delivery more reliable, convenient, and give the person receiving the package piece of mind… one of my packages wasn’t even able to be located at one point, but this service is suppose to manage our packages “securely”? I only use this for items I know are being delivered by USPS and if it won’t fit in my mailbox (which is almost every package), they take it to the post office to be picked up. But after all the stress I’ve dealt with this past week with Fetch, I’ll just bite the bullet and pick my packages up from the post office.

My apartment complex has forced the residents to use this service against the residents wishes. I received notice yesterday that a package had arrived at their facility. I booked the delivery hours between 4 - 6 PM while I would be home so I could receive the package in hand. At 6:15, the package had not been delivered. I left my apartment to run errands and received notice that the delivery person had dropped off my package at 6:40 which was well past the scheduled time. When I got back to my apartment, my package was gone! This was completely and totally avoidable if Fetch had delivered my package ON TIME when I had scheduled it. As a result, a care package containing several sentimental items from my mom is now gone. Fetch needs to make this right. This is completely inexcusable and I expect a full reimbursement for the items that you misplaced as result of your unreliable service. I will now be sending any and all package to a nearby UPS to avoid this issue from ever happening again. Unbelievable. You should be ashamed of yourselves.

Long story short. Package is delivered on a Monday at 2 pm local, they mark it to be delivered that night at the 6-9 pm window. They end up rescheduling the order around 5 to delay it to the next day, on- that’s fine, I get it. Next day, get another notice that no delivery times are available at 4 pm local. Ok fine, I’ll go to the hub and pick it up that day, I leave work early and arrive. Front desk lady give me my other two packages that were delivered that day, but the original package I’ve been wanting for two days that they rescheduled- they accidentally put it on the truck. They tell me it will be there that night at the 6-9 window “guaranteed”. Two hours later they delay the package in my app AGAIN. which begs the question, do you even deliver packages? Have you lost my packagse? Are you trying to steal my package? A full 48 hours and I still haven’t seen anything, and I’ve gotten the run around at every turn. Do yourself a favor and just wait on your doorstep all day until UPS or FedEx gets there, it will probably save you time.

Most of the time, you get your packages a day later than they originally arrive but at least they’re pretty safe and delivered straight to your door.

But about half the time recently, deliveries to fetch won’t be logged in their system for 2-3 maybe more days, deliveries will be scheduled and not attempted, and when you realize the package isn’t coming you may not even be able to reschedule it for 3-4 days because it’s held as “delayed”. Customer service is non existent, I have reached out several times over the months and never actually got a human response back. I’ve had missed windows that I could not reschedule, with a missed delivery time three hours ago still showing as “delivery scheduled” and no changes when I try to update it to the next day. When it works, it’s ok. Maybe even good if you’re very worried about porch pirates. But when it’s bad, it’s a horrible experience that will have you screaming and pulling your hair out at their bot because it’s the only one that answers your texts.

Fetch has a number of issues that all can be traced back to their management of their business model. I will schedule delivery windows and they are frequently not met. I can understand this happening once or twice every once in a while due to staffing issues, but when it happens as often as it does, it’s clearly a managerial issue.

Furthermore, FetchResident does nothing to notify you when a delivery will be missed. I had a large package delivery I scheduled for last night between 5 pm and 9 pm; in order to schedule this, I had to agree to be home for the whole window, and I was. 9:30 PM rolls around and my package is nowhere to be seen, but FetchResident still says “your package will be there by 9 pm.” I didn’t receive any notification that the delivery wasn’t going to be made until 10 am this morning.

Like I said, there’s numerous obvious managerial issues with Fetch that have left me with absolutely no faith that delivery windows will be honored or met by Fetch. If your apartment is considering Fetch, let them know you do not want it. Opt for a service like ParcelPending instead.

Our complex recently switched to Fetch in lieu of package lockers. Now that we’ve been using the service for a little over a month. It is not great. I track my packages like a hawk, and frequently they will arrive, but Fetch will schedule a delivery either late in the day, or the following day. This is especially frustrating when priority shipping is purchased.

Additionally, FetchResident is not fully accessible with VoiceOver, so we have a lot of difficulty navigating FetchResident and figuring out how to schedule delivery times. Buttons and options are not labeled correctly, and this is especially frustrating because we are effectively forced to use FetchResident (the website is not better). We have automatic scheduling enabled to work around this, but as mentioned before, we never receive our packages in a timely manner.

Lastly, if you receive a package addressed directly to you and it gets dropped off at the post office, apparently Fetch intercepts it? This feels...sketchy to me. Regardless of all the positive copy I hear from my apartment complex and Fetch themselves, this is not a great experience for the end user, and is not a good replacement for package lockers (what we had previously).

This service is the most useless service I have ever heard of. I just moved to a new apartment that requires us to use this service as all our packages get routed to their facilities. I made an expensive purchase with expedited next day shipping. I get a notification at noon that my package was delivered. I check the tracking and it was sent to them. I check FetchResident…no info on my package. I check 3 hours after ups said it was deliver. Nothing. I call Fetch and they don’t know if they have my package and say they’re waiting on it to me processed. I call back an hour later. Still nothing. I ask them to pay for my expedited fee, they refused and hung up on me. So I decided to go the the facilities myself to pick up my package 5 hours after they received it. They inform me that the just finished the previous days shipments and won’t be getting to mine today. So naturally, I get upset. I have a package, that should have been delivered at noon being held hostage my a service I'm being forced to pay for. I don’t understand the point of this service, we are paying for inconvenience, crappy service, and unreliability. This is an absolute scam. You can set up pick up at FedEx and UPS facilities for free.

Oddly I have lived in a location for over 4 years and all of a sudden due to a lack of staffing and high turn over rate we are now forced to send and packages to a warehouse. Reading there is 0 ownership of the package when the service receives it. The terms of you read them, remove liability for missing packages for the apartment complex and then also fetch. It’s not there problem. What a great business idea if to drain money out of residents that already are paying inflated rent prices. Hi welcome to your new resident, you don’t have a mail box it’s actually located in a different city, so you can’t have a registered address to do any business in, even though it’s you working from home. We are not allowed to send packages to a 3rd party. Seem like no one really wants to deliver. And why not put the cost and liability on the resident. I would give 0 stars if I could. Do not trust this service. Complain and begin to push back. This is the worst service ever. I have lost 0 packages before fetch. With fetch I have lost 5 now. That’s what they do make you “fetch” your own package. Shoot I may be better off going to the fulfillment center my self. Instead of moving the item between warehouses to get it lost. Cut out the middle man. Goodness.

Want your package delay and go missing, this service is for you. I can’t express how much I dislike this service but since it required by my building complex, I can’t do anything about it. At first it was nice, the first two package was on time in the slotted time frame and same day. Then after a while, they keep delivering outside of my time slot. I had complain so many time about them being late. I was waiting for my package and had something to important do after but they ended up not delivery that day and rescheduled the next day and again still outside the time frame window. I gave up on signing for my package which defeat the purpose of this service as it suppose to provide security. Now I just do express where I don’t have to sign but “express” is not how you describe extra 2 days add on to your delivery time. Forgot paying for extra for fast delivery because it will never come on time. I got my package missing and they can’t do anything about it since it “lost” or never received even thought there was photo proof. The facility they have are not secure at all and if they are close at the time of your delivery, your package will go missing. I had delivery guy call me at 7am since they can’t enter because it was close. If your apartment required this please avoid it at all costs.

For the last couple of months I have been having issues with my packages being delivered. When Fetch first started doing our deliveries I had no problems. Tonight the delivery person stated they attempted to deliver my package when they did not. I’m sitting in my living room right next to my front door had they knocked THERE IS NO WAY I WOULD NOT HAVE HEARD THEM, when I received the text I immediately phoned fetched the gentleman was very nice he put me hold to get in contact with the driver well while he has me on hold, I’m walking looking for the fetch truck by then my guest see the lady that’s delivering the packages in the garage on the 1st floor, he ask her was she fetch and she said yes, he told her she just marked my package as me not being at home and we are home, she stated she knocked but she did not knock. Please fetch speak with your delivery people about these issues that are happening. I understand this is a big complex and maybe walking it looking for apartments is to much but I’m never going to schedule a delivery and not be home. So please knock on my door because I’m always sitting next to the door when I know I have scheduled for my packages to be delivered ......

My first few months using this service at my apartments was okay, but this wasn’t my preferred method for deliveries. My complex unfortunately requires residents to utilize Fetch Delivery Services for all packages. The past 6 months using this service have been horrible though from missing packages, lost items, deliveries made outside of the scheduled timeframes, and not being refunded or financially compensated for packages their company has lost in a timely manner. When items do not arrive in the scheduled window I have even reached out to reschedule, but they deliver anyway when I’m not home and my package is gone by the time I get back. By far the worst part of my experiences with Fetch and the common issue has been communication. It is an overwhelming task trying communicate with this company any time I have had an issue with deliveries. By the time anyone responds to communication and you begin to explain, they have assigned someone else to the thread (because phone calls are not possible) and you have to resubmit all information and explain the situation again. I have reported my concerns to my complex in hopes that when others do the same we can either find another delivery service or that they will allow us to have packages delivered directly to our complex.

I have been trying to get ahold of someone at Fetch about a package that has been “en route” for almost a week. When I go to report a problem, the text option does not work. I can only email someone, which I did. A few times. The last few times I’ve tried to chat with a live agent it says that I’ve caught them when they’re taking a break and to try later, which I also did. I feel like FetchResident is becoming more of a hassle than just going down to our mail room. Honestly wouldn’t have it if our apartment didn’t require it. Just adds one more step and one more party involved in getting a package from point A to point B. This is nothing about the delivery workers - the ones who have brought things to my apartment have been very kind and I know they work hard. This review is solely for FetchResident and the management of things when they go wrong.

I love Fetch! I don’t have to worry about being home to receive packages, and they hold my packages when I’m out of town or I want to get several packages delivered at once. I can just schedule when I want them delivered. It’s very convenient and reliable. I think the main attribute of the service for me is reliability and that’s what I’ve got from Fetch since I signed up seven months ago.

I even made a mistake in the shipping address once and was able to quickly get to a customer service representative and they found my package and delivered it right away. I like that, as automated as the service is, I can get to a real person quick. Also, they were super nice and friendly!

In my previous building the front desk person would receive packages and then I had to go to the lobby, ask for them, wait while they went to the back to look for them, sign for them and return to my apartment. That seems so old school now compare to Fetch.

The missing star in my rating is because I don’t have a service to return packages. I understand it’s something that each building community has to enable, but I think there could be a way to make it easier or attractive for all properties to sign up for return services too!

Fetch has saved me SO much time and worry. Prior to signing up for fetch, my packages would be delivered to my apartments front desk concierge who not only was a far walk, but wasn’t always available and packages would often be lost or time consuming to find in the mailroom. Now, I can schedule my packages to arrive within a 2 hour window straight to my front door ensuring I will be home and don’t have to walk all the way down to the front desk and wait. They are always on time and have never lost a package. They always allow you to choose to have your package delivered that day as long as it arrives before 4:00 pm. Amazing!!