ATLANTA — As online shopping grows increasingly popular, we're all dealing with packages woes, and with an influx of packages, it’s easy to understand how dozens of Atlanta apartment complexes have turned to a third-party company to make the process better. But one resident believes that solution is actually making the situation worse.
“I have an online clothing store, so I’m sending a lot of packages,” Alexis Valentine said. “I’m receiving a lot of stuff.”
But those expectations have fallen short, she said, since moving to her current apartment complex more than a year ago. Instead of being able to pick up and drop off packages like she’s previously done, she points to unreliable deliveries or missing and damaged packages.
“I have had a lot of packages missing for weeks at a time,” she said. “Sometimes they're refunding me for these packages.”
Valentine does not blame the postal service or carriers like UPS. Instead, she blamed Fetch, a third-party service she said residents in her apartment complex were told to use.
11Alive found other Atlanta residents in a similar quandary, some complaining online about Fetch’s performance while also pointing fingers to the apartment complexes which require their residents use the service for package handling.
“Thank GOD I don’t have to use them anymore but my experience was terrible while I lived in a place where it was a requirement to use the service,” one user posted this week. “Some of my packages weren’t delivered on the day I requested them to be, other times employees would come after the time window I requested.”
Such comments among the more than 460 Google reviews detailing residents’ experience; one of the Atlanta facilities received a 1.4 star rating as a result, the other a 2.6 star rating.
“I didn't realize when I moved in that I was going to be pretty much required to use the service,” Valentine added, saying her management company presented Fetch as an amenity.
The Austin-based company first launched in 2016 and has since expanded, with operations in more than 25 markets across the country, including Atlanta.
“We designed a solution that removes the package burden from property managers and gives residents a delivery experience worthy of their excitement,” the company’s website states. “That is, we allow property managers to focus on their core business (not package delivery), and bring every package safely to its owner’s waiting hands.”
In basic terms, residents are assigned a "Fetch" code with packages sent to Fetch’s warehouse. The company accepts and stores the delivery, and users are notified the package arrived so they can choose a delivery window, for the package to be delivered straight to their door.
Some residents online do share positive experiences, writing they like the convenience, especially when travelling or otherwise busy. Apartment buildings, meanwhile, who use the service can potentially save staffing costs and space, as advertised by Fetch. As shipping volume continues to grow, logistics experts point to the need that such companies aim to fill.
“They are inserting themselves as an intermediary between the primary shipper and the recipient,” Nikolay Osadchiy, professor with Emory University’s Goizueta Business School, told 11Alive. “So some delays are expected because an additional step.”
But Valentine’s experience includes multiple examples over the past year, where packages are delivered to the Fetch warehouse but are lost before arriving to her door. She also questioned how packages appear to have been opened, and even shared footage of one courier appearing to carelessly handle deliveries.
11Alive reached out to the Better Business Bureau in Texas for answers, given the company is Austin-based.
“Package volume has surged tremendously with online shopping,” Jason Meza with the BBB explained. “Apartment communities have outsourced to third parties like Fetch. However, residents feel their voices are not being heard many times. The initial conversations are confused with added fees, and it involves a landlord and it involves a contract many times.”
Meza said there can be a communication gap when a third-party like Fetch is involved. But he confirmed BBB is engaged in dialogue with the company
“They were rated 'F' at one time,” Meza said, adding the company’s since climbed to a ‘B’ status.
While Meza said such ratings are dynamic, he noted the company is responsive.
“They are trying to work to some of these issues,” he said.
11Alive reached out to Fetch with multiple questions about the process and reach in the metro area. While the company did not clarify its terms for use or why it’s not accredited by the Better Business Bureau, a spokesperson shared the following statement:
“We understand the concerns expressed by the resident and are looking into their concerns thoroughly. Customer service is the top priority at Fetch and we are always looking for ways to improve our package handling and delivery to residents. Fetch is committed to providing the best service possible and currently serves 100 apartment communities in the Atlanta area with a 98% customer satisfaction score (CSAT) across all Atlanta facilities. Fetch has made 96% on-time deliveries of over 600,000 packages year-to-date.”
When asked whether residents can opt out of the service, a Fetch spokesperson said the company is unable to speak for complexes or what they require.
Meanwhile, 11Alive found no mention of Fetch in Valentine’s lease, but in correspondence she shared from USPS customer service, emails indicate “when a complex states that they now require their tenants to use Fetch we are suppose to stop all package deliveries to that location.”
“The Postal Service is committed to delivering the best possible service to our valued customers,” a USPS statement shared in response to the above said. “When a customer’s mailbox at the delivery address on the package is not large enough for the package to fit inside and neither the customer nor the property manager is able to accept the package, the USPS cannot complete the delivery. Regarding third-party shipping entities, the Postal Service does not comment on private couriers. Customers with concerns about third-party deliveries should contact the respective courier directly.”
Valentine, meanwhile, just wants another option. Despite multiple emails and calls to her leasing office, 11Alive has not received a response to questions sent.
“I don't want to keep relying on this third-party service to get the things I need,” Valentine said.
The Better Business Bureau encourages consumers experiencing problems with Fetch to reach out and start a dialogue. Meza also advises speaking to the initial shipper to track shipments and document the process. Fetch also has a company process for claims and reimbursement for lost items.
11Alive reached out to Georgia Attorney General Chris Carr's office about the company. A spokesperson said the office had received complaints and it had referred those to the company. It also provided a column that has helpful information for consumers who want to know if a business has to give out a refund if an item is lost in transit. Read the tips here.
