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Business Profile

Food Delivery

Instacart.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Important information

  • Customer Complaint:
    BBB’s business profile for Instacart was created in January 2013. A review of Instacart complaints was completed in April 2025. Complaints on file state issues with their order(s)

    BBB recommends consumers to review the following:
    Terms and Conditions
    Problem with your order
    Refunds and returns

Complaints

Customer Complaints Summary

  • 8,047 total complaints in the last 3 years.
  • 2,802 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/14/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On may 10 2025 I ordered one flower bouquet, through Instacart one flower bouquet was delivered but I was charged for two. I asked nicely to have my credit card credited for the flower bouquet that I did not order that I was charged for. I reached out ********** and they accredited my ********* account. I my credit card should not have been charged and I would like the amount credited back to my card. I do not want an Instacart credit. ***** should go back on my credit card

    Business Response

    Date: 05/15/2025

    Hi *******,

    Dear Better Business Bureau,
    Thank you for contacting the Better Business Bureau regarding the order issue brought to our attention.

    After reviewing your order, I have processed a refund of $17.59 for the bouquet that you were incorrectly charged for. The refund should be reflected in your account within 3 to 5 business days, depending on your bank's processing times.

    The credit will also remain on your account and you can use it towards your next order with us. 

    We apologize for the inconvenience and appreciate the opportunity to resolve this matter.

    Sincerely,

    Customer Answer

    Date: 05/15/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* *****

  • Initial Complaint

    Date:05/13/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company price ***** and then pass the blame. It may seem miniscule, in hindsight paying $10 for the equivalent if one bag of chips is criminal!! No where did it say buy 2 of the same. Reached out for help and this was the lovely response. In summary sorry it's the merchant, however we collected our fees so who cares. Why are the agents able to mysteriously see what the customers can not? It didn't qualify for the discount yet money was reduced from both items. So instacart is skimming now?

    Business Response

    Date: 05/15/2025

    Hi Jemelia,

    Thank you for contacting the Better Business Bureau and providing the opportunity to address your concerns.

    After reviewing your order, I can confirm that you ordered only one of each bag of chips. To qualify for the "buy two, get one half off" promotion, the purchase must include three of the same item.

    I sincerely apologize for the inconvenience and any confusion this may have caused. As a courtesy, I have added a $10.00 credit to your account for the trouble and misunderstanding.

    We appreciate your feedback and are committed to making your experience with us better. If you have any additional questions or concerns, please dont hesitate to reach out.

    Best regards,

    Customer Answer

    Date: 05/15/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me despite instacart attempting to insult my intelligence. Even in the screen shots it stated Buy 2 get 1 50% (off the 2nd). Not 3!

    Sincerely,

    ******* *******-*******

  • Initial Complaint

    Date:05/12/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 12, ************************************************ that order I had 1 lbs of ground beef for $6.09 lbs. when I received my order, I received and was charged for 3.29 lbs that I did not approve. Instacart is refusing to refund for what I didnt order even after providing screenshots of my receipt they clearly shows 1 lbs was ordered.

    Business Response

    Date: 05/14/2025

    Hi *******,

    Thank you for contacting the Better Business Bureau and bringing this matter to our attention.

    After reviewing your order, I can confirm that you ordered 1 lb of ground beef; however, you received 3.29 lbs. I sincerely apologize for this oversight and any inconvenience it may have caused.

    To resolve this issue, I have processed a refund of $20.04 for the ground beef. This amount will reflect in your account within 3 to 5 business days, depending on your bank.

    Thank you for your patience, and please let us know if theres anything else we can assist you with.

    Best regards,

    Customer Answer

    Date: 05/14/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am providing the email for my instacart account. *********************************

    Sincerely,

    ******* *********

  • Initial Complaint

    Date:05/12/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear BBB Representative and Instacart Team,My name is ******** , and I am writing out of deep frustration and desperation. I have been locked out of my Instacart account, and despite several efforts, Ive been unable to regain access. The phone number associated with the account is *****************, but I no longer have access to that number, making recovery even more difficult.What makes this especially painful is that I redeemed a valid gift card on the account, which I was counting on to purchase food for my children. I have all the information and proof necessary to verify that I am the rightful account holder, including details of the gift card and associated email or order history.I am currently unemployed, and bought the gift card through sezzle pay by 4. this situation is severely impacting my ability to feed my family. It feels like life is collapsing around me, and being cut off from access to my funds without support is incredibly ************** pleading for compassion and urgent action. Please:1.Unlock my account, or ********** my gift card balance to a new account, or ******** the gift card to a usable form Im happy to provide any identity verification or proof needed. I am just asking for help this situation has gone beyond inconvenience and is now affecting my familys well-being.Thank you for your time, and I sincerely hope for a quick and kind resolution.

    Business Response

    Date: 05/14/2025

    Hi ********,

    Thank you for contacting the Better Business Bureau to share your concerns with us. We truly understand how important this matter is to you and apologize for the inconvenience this has caused. 

    We understand that you no longer have access to the phone number that is on the account. Have you tired logging into your Instacart account with an email address? To do this: go to www.instacart.com or open the Instacart app and select Log in. Enter your email address and Continue. Enter the 6-digit verification code sent to your email.

    Best regards, 

    Customer Answer

    Date: 05/14/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******** ***

  • Initial Complaint

    Date:05/12/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered Items from shoprite with credits from instacart (from a previous messed up order) on 5/5/25.The driver sent a blank black picture at delivery not indicating drop off location and items could not be found.Instacart is refusing to correct the mistake made by their driver by issuing credits for unreceived items. The total for the order was $55.42 They are refusing to issue a credit even though their driver sent a blank black picture for delivery location.

    Business Response

    Date: 05/14/2025

    Hi ******,

    Thank you for reaching out to the Better Business Bureau and bringing this matter to our attention.

    I sincerely apologize for the inconvenience caused regarding your delivery experience. After reviewing your order, I have processed a full refund for the amount of $2.38.

    The refund should appear in your account within 3 to 5 business days, depending on your bank. Additionally, the credit of $55.42 has been issued back to your Instacart account and will be available for use on your next order.

    We truly appreciate your patience and understanding. Please dont hesitate to contact us if you have any further questions or need assistance.

    Best regards,

    Customer Answer

    Date: 05/14/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** ******

  • Initial Complaint

    Date:05/10/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I always have positive experiences with Instacart and even with certain issues, they are accommodating. I had an order today. The shopper was a bit lazy. I had a graduation party and Mothers Day tomorrow so I was a bit slammed with being able to reading a shopper to way another few hours or to watch the chat like a hawk and monitor the progress of the shopper, I asked for options to substitute when I noticed they were refunding and not sending photos or offering me the opportunity to choose an alternative option. This shopper did not accommodate. Upon arrival, the shopper was on the phone which is fine but I wonder if they were socializing while shopping and juggling multiple orders, maybe this is why they werent so attentive/accommodating in their experience.There were similar but incorrect items (wine bottle in the chat can confirm although they said they found it). A substitution I did not approve and items refunded without the option to select something different despite requests in the chat. I had a friend go to that location to see if they can find what was missing and it was there, so I ended up having to get them separately. I dont know what can be done for this poor experience but I need to update this. Instacart is my preference over other delivery apps but it seems as though this particular store causes issues for shoppers. Some have experience with this store but it seems like other vendors are more popular so they dont necessarily do their due diligence since its more of a specialty grocer than the typical.

    Business Response

    Date: 05/12/2025

    Hi Mariah,


    Thank you for contacting the Better Business Bureau.


    Thank you for reaching out regarding your recent order issues. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.


    After reviewing your order, I have issued a credit for the wine and steak in your order. You should see this reflected in your account within 24 hours.


    We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.


    Best,

    Customer Answer

    Date: 05/12/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,


  • Initial Complaint

    Date:05/10/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 24, 2025, I ordered *** through *********, totaling $28.53. I was not informed during checkout that ********* would use a third party ***** Eats) to fulfill the delivery. The order never arrived.I contacted Instacart for a refund, and they told me ********* was responsible. **** Eats then told me ********* had to issue the refund since the order was placed and paid for through their platform.After being bounced between the two companies, I arranged a 3-way call with both ********* and **** Eats. During the call, the two reps began arguing with each other. I had to intervene and say, I dont care about the blame gameI just want my refund. **** Eats then hung up, and Instacart repeated that it wasnt their ********** now left with no food, no refund, and no accountability from either company. I did not order from **** EatsI ordered through Instacart. They charged my card. Therefore, I hold them responsible for the transaction.This is a textbook example of two companies using each other as scapegoats to avoid customer responsibility. It is deceptive and unethical.

    Business Response

    Date: 05/11/2025

    Hi ****,


    Thank you for contacting the Better Business Bureau.


    Thank you for reaching out regarding your restaurant order. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.


    After reviewing your order, please reach out to **** Eats through the app for further assistance. We are unable to provide credits or refunds for restaurant orders.


    We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.


    Best,

  • Initial Complaint

    Date:05/09/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have to use ********* through my medical agency. I have to use Instacart because that is the only option. I have to put a debit card due to any overage or delivery fees. I had to change banks so I do not have a debit card. I borrowed my friend&#**;s card because I don&#**;t have my own card. I have permission to use the card. They blocked my account because of this. I sent them a picture of my friend holding the card to show proof. They said my account will be restored in ***** hours, and they have not restored it. I contacted them today, and they said to keep waiting. I can&#**;t get my medical supplies. They won&#**;t connect me to anyone who can help me. This has been going on for over a week. I don&#**;t have transportation I am 69 years old and I need my medical supplies. .The complaint took in the dictation of H363137**3238313831H rep **** P

    Business Response

    Date: 05/11/2025

    Hi ***,


    Thank you for contacting the Better Business Bureau.


    Thank you for reaching out regarding your account. At Instacart, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.


    Please respond to the email from our Fraud and Identity team for further assistance regarding this matter.


    We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.


    Best,

  • Initial Complaint

    Date:05/09/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I never signed up for this I didnt even know I had it until it charged my card afterwards, after I had placed order I was told I could no longer receive refund that it violated their policy

    Business Response

    Date: 05/10/2025

    Hi *******,


    Thank you for contacting the Better Business Bureau.


    Thank you for reaching out regarding your recent order. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.


    After reviewing your account, I can confirm that your refund has been issued. You should see this reflected in your account within 3 to 5 business days, depending on your bank


    We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.


    Best,

    Customer Answer

    Date: 05/10/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* *****

  • Initial Complaint

    Date:05/09/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I shopped and delivered groceries for Instacart on Wednesday, May 7th,2025 at 5:30 p.m. I went to ****** to do the shopping, but when I got to check out, I realized I had forgotten their shopping card at home.I went over to ************ and bought the meat there that was on the list. Also had to pay with my own debit card. I tried to get in touch with their customer service and could not, they make it very hard to talk with anyone, as well as the delivery is timed. Plus it was raining and lightning like crazy. I had to text the customer to get her directions to her house. Their App was still inquiring about the **** product that I bought. I delivered the batch, and called the company, and they said to fill out the reimbursement form with the information they sent me, and they will investigate. They could call the family where I dropped off the Batch, ********* was night, I waited till the following day. I called, told them what the issue was, and was told there wasn't any info that I made a delivery it was all gone. I texted, and on chat with: ******* Adita, Vishal, ********* Adilya, and Resu. They just left me on the call and were gone.These are my receipts:

    Business Response

    Date: 05/10/2025

    Hi *****,


    Thank you for contacting the Better Business Bureau.


    Thank you for reaching out regarding your reimbursement request. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.


    After reviewing your order, I have escalated your case to our Shopper Finance team for further review. You will receive an email once there is an update.


    We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.


    Best,

    Customer Answer

    Date: 05/16/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    I still need them to give me my Refund, not sure what their escalation will do, which they should of done the very day when all of this happened.
    Sincerely,

    ***** *******

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