Complaints

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.

• Initial Complaint

  Date:08/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date:Monday July 28th, 2025 Retailer:Publix with Instacart+ delivery Issue: Entire order never delivered; missing without driver photos of delivery This has been an ongoing problem for the last week. ********* has denied my request for refund on two separate claims for the same order. It is extremely frustrating to pay for Publix groceries that I never received. The driver marked the delivered as complete but there was nothing at my door. We checked our neighbors for the groceries and nothing again. I went to check the proof of delivery and there are NO PHOTOS available. This is fraud and has involved *** funds and personal debit cards. The customer experience is not great at all. As a customer, Im expected to file their online forms (48 hour to respond) to beg for what is already due back. Its a final total of $78.29 for 14 items from Publix but delivered via Instacart. Case id ********. Im shopping via ********* delivery about 5 times a week. It would be prudent to make drivers responsible for their actions.where are the photos of delivery????Instacart confirmed that they gave the driver the wrong address to driver (#xx80) I know my address (#xx90) and have the right one in my Publix account thats attached to Instacart.Also, where is the customer service with a live person and not a robot? I pay a Monthly fee for nothing? No live **** DIY customer service is a joke for multi million dollar companies! Lastly, ********* is charging more than the store prices plus service fees. But, why??? Those monies should be included in one monthly payment.its ripping off people that need to stretch their $ and maximize their time cooking and shopping for their family. The resolution Im seeking is a full refund of the order plus fees. If the outcome is again unsatisfactory, then please contact me immediately. I will continue to further pursue customer compensation until customer satisfaction is achieved.

  Business Response

  Date: 08/03/2025

  Dear ******* ********,
  
  Thank you for bringing this to our attention, and I truly understand how frustrating this experience has been for you. First and foremost, I want to sincerely apologize for the inconvenience caused by the missing delivery and the lack of supporting proof like photos. I completely understand the importance of receiving your groceries on time and in good condition, and a mix-up like this is not what we strive for at all.
  
  I have reviewed your case thoroughly, and I appreciate you sharing all the details regarding your experience. To make up for the inconvenience, Im happy to inform you that weve processed a full refund for your order, including all service fees. This should reflect on your account shortly.
  
  Your feedback is essential in helping us uphold the highest standards for our services and ensuring this doesn't happen again in the future.
  
  If you encounter any other issues or need further assistance, please dont hesitate to reach out to us. Thank you for your patience, and I hope we can restore your trust in Instacart going forward.
  
  Best regards,

  Instacart Support Team 

  Customer Answer

  Date: 08/04/2025

  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:08/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am a former shopper on the Instacart platform. My account was deactivated unfairly after a delivery issue that I believe was incorrectly attributed to **** reached out to Instacart multiple times and explained the situation, but I never received a proper investigation or explanation.I also submitted a complaint to the ***** but it was not forwarded because Instacart is not registered with them.I believe my case deserves a fair review, and Im asking Instacart to either reinstate my account or provide a formal, evidence-based explanation.This has negatively affected my income and ability to work, and Im hoping BBB can help escalate this matter.

  Business Response

  Date: 08/02/2025

  Hi *****,

  Thank you for contacting the Better Business Bureau regarding your concern about your account deactivation. We understand the impact this situation has caused, and we appreciate the opportunity to review your case.

  Our Trust & Safety team conducted a thorough review of the circumstances surrounding your account. After careful consideration, they made their final decision to maintain the deactivation. Please note that no further action will be taken on your account.

  We regret any inconvenience this may have caused, and we thank you for your understanding. If you have any additional questions, please feel free to reach out.

  Best regards,

  Customer Answer

  Date: 08/02/2025

   
  Complaint: ********
  
  I am rejecting this response because:Hi Aspen,
  
  I would like to submit a critical update to my case #******** regarding Instacart.
  
  The alcohol delivery that led to my deactivation involved a customer who temporarily did not have her drivers license but showed me her valid passport, which clearly confirmed she was 48 years old. According to U.S. alcohol laws, a valid passport is an acceptable form of ID for verifying age. I verified her age before completing the delivery.
  
  Unfortunately, the Instacart app did not allow me to scan her passport. In order to proceed and complete the delivery responsibly, I scanned my own drivers license after confirming the customers identity and age. I made this decision in good faith, following protocol as closely as possible given the system limitations.
  
  Importantly, the customer later contacted ********* support, spoke to a supervisor, and confirmed that I was not at fault. She specifically stated that I should not have been deactivated and requested that my account be reinstated.
  
  I have attached screenshots of her messages as supporting evidence.
  
  Given that I followed the law, verified valid ID, and acted responsibly, I strongly believe this deactivation was unjust and disproportionate. I respectfully request that this new evidence be added to my case.
  
  Thank you very much for your time and assistance.
  NOTE: I attempted to attach the customers message as proof, but the ******************** system rejected the file due to size or format. Im happy to provide this message via email if needed.
  
  
  Sincerely,
  ***** **********
  
  Sincerely,
  
  ***** **** **********

  Business Response

  Date: 08/04/2025

  Hi *****,

  Thank you for contacting the Better Business Bureau regarding your concern about your account deactivation. We understand the impact this situation has caused, and we appreciate the opportunity to review your case.

  Our Trust & Safety team conducted a thorough review of the circumstances surrounding your account. After careful consideration, they made their final decision to maintain the deactivation. Please note that no further action will be taken on your account.

  We regret any inconvenience this may have caused, and we thank you for your understanding. If you have any additional questions, please feel free to reach out.

  Best regards,

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23687985
  
  I am rejecting this response because: Hi Aspen,
  
  
  Thank you for forwarding Instacarts response. I am rejecting it because it does not address the most important evidence I submitted.
  
  
  The customer involved in the alcohol delivery clearly stated that I followed all procedures and did nothing wrong. I sent screenshots proving this. Instacart ignored this new and critical evidence and gave a generic answer with no specific details.
  
  
  They also failed to contact the customer during their investigation, which could have resolved the situation immediately. This shows clear negligence in their review process.
  
  
  If the case cannot be reopened, I will move forward with legal action through Small Claims Court and the California Civil Rights Department 
  
  
  
  
  Sincerely,
  
  ***** **** **********

• Initial Complaint

  Date:08/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Instacart no me ha pagado por mis entregas completadas la semana del 21 al 27 de ***** de 2025.He trabajado como conductor independiente (Shopper) para *********. La semana mencionada realic mltiples entregas, pero no he recibido el pago correspondiente, que suma aproximadamente ****** USD.He intentado contactar con el soporte tcnico en mltiples ocasiones a travs de la app, su centro de ayuda y redes sociales, pero no he recibido ninguna respuesta ni solucin concreta.Mis datos bancarios estn correctos y no hay ninguna notificacin de error en la app.Solicito que esta situacin se investigue y se me proporcione una respuesta y el pago lo antes posible.Gracias por su atencin.

  Business Response

  Date: 08/02/2025

  Hi ********,

  Gracias por comunicarse con el Better Business Bureau respecto a sus inquietudes sobre sus pagos. En Instacart, nos esforzamos por garantizar que todos los pagos se procesen de manera justa y cumplan con los requisitos necesarios.

  Hemos escalado su caso a nuestro equipo financiero para que lo revise. Actualmente estn investigando la situacin y se pondrn en contacto con usted por correo electrnico lo antes posible.

  Agradecemos su paciencia y comprensin mientras trabajamos para resolver esta situacin. Si tiene preguntas adicionales o desea proporcionarnos ms *********** no dude en responder a este correo.

  Atentamente,

  Customer Answer

  Date: 08/02/2025

   
  Complaint: 23686787
  
  I am rejecting this response because:I have that money to pay debts and other things and the weekend is very long, that's why I don't accept what they're telling me.
  
  Sincerely,
  
  ******** Donate

  Business Response

  Date: 08/05/2025

  Hi ********,

  Gracias por comunicarse con el Better Business Bureau respecto a sus inquietudes sobre sus pagos. En Instacart, nos esforzamos por garantizar que todos los pagos se procesen de manera justa y cumplan con los requisitos necesarios.

  Hemos escalado su caso a nuestro equipo financiero para que lo revise. Actualmente estn investigando la situacin y se pondrn en contacto con usted por correo electrnico lo antes posible.

  Agradecemos su paciencia y comprensin mientras trabajamos para resolver esta situacin. Si tiene preguntas adicionales o desea proporcionarnos ms *********** no dude en responder a este correo.

  Atentamente,

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23686787
  
  I am rejecting this response because:The week of July 28 to August 3, 2025, also does not appear as paid, despite having fulfilled all my orders as a shopper in a timely, efficient, and responsible manner.

  
  

  Not only does this represent a serious lack of seriousness and professionalism on the part of Instacart, but it also constitutes a violation of basic working conditions. I have been trying to resolve this matter for days through support channels without success. Silence or evasion is not a valid response.

  
  

  I demand that this matter be resolved immediately. I will no longer wait for payment that is legally and morally due to me. I am willing to take all necessary steps, including:

  
  

  Filing a formal complaint with the Better Business Bureau (BBB), which I have already done.

  
  

  Contacting my state's ********************

  
  

  Filing a lawsuit for non-payment in Small Claims Court if necessary.

  
  

  I am not asking for a favor: I am claiming what I earned with my time, effort, and gas. You have 72 hours to issue the full payment or give me a concrete response with an exact deposit date. I will not accept any more excuses.

  
  

  I expect an immediate response. I am fully prepared to take further action if I am not paid what I am owed.
  
  Sincerely,
  
  ******** Donate

• Initial Complaint

  Date:07/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Placed an order on the app and the order wasnt complete. I contacted ********* and they said they need to investigate and theyll send me a email. Never received a email 24 later so I contact again. They said they will credit me the remaining amount owed then she said her tools at her computer wasnt working on *********** So she said theyll email me again. Now I receive a email ************************************************ any credit and to file an appeal. I filed the appeal and 24 hrs later said I wont get refunded because I brought up the issue to many times and violated their terms of agreement. Well I never received any info from them and then they wanted me to fight for my refund or credit and then still reject me and then flag my account saying I return items too much. I dont even use that app. I use it one time and I get this horrible issue.

  Business Response

  Date: 08/02/2025

  Hi *******,

  Thank you for reaching out to the Better Business Bureau regarding your concerns about the missing item in your order. At *********, we are committed to delivering an exceptional service experience, and I sincerely apologize for any frustration or inconvenience this matter may have caused.

  After reviewing your order, I have processed a refund in the amount of $180.20 for the missing wire. The refund should reflect in your account within 3 to 5 business days, depending on your banks processing time.

  If you have any further questions or require additional assistance, please don't hesitate to reach out. Thank you for bringing this to our attention, and we appreciate your understanding.

  Best regards,

  Customer Answer

  Date: 08/02/2025

  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:07/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 made an order with Instacart and had a missing item which was my no salt turkey by boar's head they promised a refund and never refunded me so I am asking for help on the refund please. Thank you in advance.

  Business Response

  Date: 08/02/2025

  Hi *******,

  Thank you for reaching out to the Better Business Bureau regarding your concerns about the missing item in your order. At *********, we are committed to delivering an exceptional service experience, and I sincerely apologize for any frustration or inconvenience this matter may have caused.

  After reviewing your order, I have processed a refund for the no-salt turkey by Boar's Head in the amount of $9.26. The refund should reflect in your account within 3 to 5 business days, depending on your banks processing times.

  If you have any further questions or need additional assistance, please feel free to reach out. Thank you for bringing this to our attention, and we appreciate your understanding.

  Best regards,

  Customer Answer

  Date: 08/02/2025

  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:07/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed an order for grocery delivery on 7/30/25. When checking out I elected for the scheduled time for delivery to save on delivery fees. I chose a 4 to 6 pm window and the charge was $1.99 for delivery. Everything was delivered and transaction completed. The next day I saw an additional fee added to my bank account from instacart. I checked the receipt on my account to see they decided after the transaction was completed to add an additional delivery fee of $6.76. This was after the transaction was completed and the delivery fee was already set at $1.99. The fact that they waited until the transaction was completed and chose a different delivery fee and took money from my account without authorization is fraudulent activity. I contacted them and all they would say was random reasons why my fees might be different. None of which had anything to do with the delivery fee. They said the authorization might be higher temporarily due to covering any price changes on groceries, or replacement items may have been higher. Neither of these things were the issue. They chose to change the delivery fee and accessed my money without authorization. It's not a large amount, but it's the principal of the situation. They danced around the issue and did nothing to answer for the transaction.

  Business Response

  Date: 08/01/2025

  Hi *****, 

  Thank you for contacting the Better Business Bureau regarding this matter. We truly understand your frustration and appreciate the opportunity to clarify the situation

  First, we have reviewed the charges on your account, and as a gesture of goodwill, we have issued a refund of $1.99 back to your original method of payment. Depending on your bank, this refund may take 5-10 business days to process and reflect in your account.

  In regard to the $6.76 charge you noticed on your receipt, Id like to explain that this is not related to your delivery fee. This charge corresponds to an Additional Charge. An Additional Charge on your delivery receipt reflects any items added to your order after it was placed, which caused your final total to exceed your original charge. 

  If you have any more questions or concerns about this charge or anything else, please dont hesitate to reach out to us. 

  Best regards,

  Customer Answer

  Date: 08/05/2025

  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:07/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed 2 orders on Instacart while I was injured and unable to go grocery shopping. I apparently signed up for a trial on one of these orders that auto-renewed for a $100 charge. I absolutely did not want this as I dont plan on using the service again. I contacted customer service as soon as I saw the charge on my credit card statement but was told that a refund isnt possible because more than 5 days had elapsed since the charge went through (I contacted them on the 6th day). This is incredibly deceptive, I never wanted an annual membership. The app seems to be designed to trick you into signing up and the refund window is so short that it passes before you notice the charge.

  Business Response

  Date: 08/02/2025

  Hi ******,

  Thank you for reaching out to the Better Business Bureau regarding your concerns about the subscription on your account. At *********, we are committed to delivering an exceptional service experience, and I sincerely apologize for any frustration or inconvenience this matter may have caused.

  After reviewing your account, I can confirm that you were enrolled in a free trial. The disclaimer states that if the subscription is not canceled before the trial period ends, it will automatically renew into a yearly membership. However, as a one-time courtesy, I have processed a refund of $99 for your membership.

  Please allow 3 to 5 business days for the refund to reflect in your account, depending on your banks processing times.

  If you have any additional questions or need further assistance, please don't hesitate to reach out. Thank you for bringing this to our attention, and we appreciate your understanding.

  Best regards,

  Customer Answer

  Date: 08/02/2025

  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:07/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 July 19, 2025 I placed a ****** grocery delivery order (Order ID: # ****************** through *********. The order was cancelled by ********* claiming that nobody was at the delivery address. However, I was home and no delivery attempt was made. I have cameras at the property and therefore have proof that delivery was not attempted. The Instacart charged me $15 cancellation fee and refuses to refund it referencing its company policies.

  Business Response

  Date: 08/02/2025

  Hi ****,

  Thank you for reaching out to the Better Business Bureau regarding your concerns about the cancellation fee. At *********, we are committed to delivering an exceptional service experience, and I sincerely apologize for any frustration or inconvenience this matter may have caused.

  After reviewing your order, I have processed a refund of the $15.00 fee you were charged. Please allow 3 to 5 business days for the refund to be reflected in your account, depending on your banks processing times.

  Should you have any further questions or require additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for bringing this matter to our attention.

  Best regards,

  Customer Answer

  Date: 08/04/2025

  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:07/31/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Supposedly on July 20th, 2025 I entered a customer's home without permission. ********* deactivated my account wrongfully and I would like it to be reactivated. I'm not sure how to provide proof or physical evidence of something I had explicit permission to do, as I would never enter anyone's home without consent. Also, they asked me if I have any witnesses. How would I have witnesses, if it is against their policy to co-shop or have anyone with you while shopping? I feel I have been an asset to them and they are also my sole source of income currently (I have been looking for work, but to no avail). In retrospect, I feel that I need to wear a body cam now, in order to protect myself and that Instacart needs to have a way for us to upload all the days deliveries at the end of that day, as well as Instacart needs to have safety measures put in place for their shoppers as well as their customers. I've asked them to show me proof of me entering the customer's home and the customer information so that I might file a lawsuit against these people. I feel the have defamed my name and character, and Instacart has yet to do so. I have emailed their Trust and ***************** to explain my innocence, but they have not given me any information in regards to what delivery it was or where. I am still trying to appeal this so that I can get my account back.

  Customer Answer

  Date: 07/31/2025

  Instacart has reactivated my account. Im very happy with this outcome

  
  

  *****

  
  

• Initial Complaint

  Date:07/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed a order with Instacart and right after realized i had wrong delivery address and cancelled orded and was charged $15 fee on a $30 order. Reached out to customer service asking for a one time courtesy fee waiver and was denied.

  Business Response

  Date: 08/01/2025

  Hi *****,

  Thank you for reaching out to the Better Business Bureau regarding your concerns about the cancellation fee. At *********, we are committed to delivering an exceptional service experience, and I sincerely apologize for any frustration or inconvenience this matter may have caused.

  As a one-time courtesy, I have processed a refund of $15.00 for the cancellation fee. You will see this reflected in your account within 3 to 5 business days, depending on your banks processing times.

  If you have any further questions or need assistance, please do not hesitate to contact us. Thank you for using Instacart, and we appreciate your understanding.

  Best regards,

  Customer Answer

  Date: 08/02/2025

  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,
  
  ***** *****