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: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: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.

  This is ****** ***** *** I am contacting you regarding a complaint that I have against an Independent contractor business. I'm a full-time Instacart shopper. I was hired in February of 2023. On Wed, April 16, ******************************************************* ******, ******* (********************). At the end of checking out, I was verbally told, by the general manager, that I am not allowed to shop at that store anymore. The reason behind that was because there were allegations that I've made some of their employees uncomfortable, which was untrue. In addition to that, the general manager informed ********* that I was not allowed to shop at that store anymore nonetheless. On Fri, Apr 18, 2025, 4:36PM I received an email from ************************ that I was not allowed to shop at any Publix locations (*****). I believe that Instacart's decision was not only a misunderstanding, It was excessive and unprofessional. It was stated in the email that they will look into the situation "You are still free to provide services on the Instacart platform. If youd like us to look into this situation again, please reply directly to this email" I've sent them two emails that same day, I've sent another email the next morning, I've contacted them through their app by ************* They do not respond to me at all. The only response that I've got from Instacart was on Tues, May 20, 2025 reminding me that I will not fulfill orders at certain retail locations. I would also like to point out that upon checking my profile, I was blocked from fulfilling orders at 6 other retail locations, which I have no concept of. I enjoy shopping for customers, It makes me happy, but ever since they've blocked me from shopping at ****** and 6 other retailers' locations, I have not made a great source of Income. On most days, I barely come home with $60. I'm not asking for money, I'm asking if you can please help me with this issue? They need to reverse these bans from my account. Thank you.

  Business Response

  Date: 08/01/2025

  Hi ******,

  Thank you for reaching out to the Better Business Bureau regarding your concerns about the store ban. At *********, we strive to provide an exceptional service experience for all our shoppers and customers, and I sincerely apologize for any frustration or inconvenience this matter may have caused.

  Please note that such requests to restrict access are made directly by the respective store. Unfortunately, we are unable to reverse these decisions nor provide an appeal process. We understand that this may be disappointing and regret any negative impact it has had on your ability to shop.

  If you have any further questions or concerns, please dont hesitate to contact us directly. We appreciate your understanding and thank you for the service youve provided as an Instacart shopper.

  Best regards,

  Customer Answer

  Date: 08/01/2025

  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:07/29/2025

  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 my sweet potatoes were missing I asked for a refund they would not give me its I would like to ask for help on this refund please thank you kindly.

  Business Response

  Date: 08/01/2025

  Hi *******,

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

  After reviewing your order, Ive processed a refund of $3.74 for the sweet potatoes. The refund will reflect in your account within 3 to 5 business days, depending on your banks processing times.

  If you have any further questions or need assistance with anything else, please dont hesitate to contact us. We value your feedback and thank you for being an Instacart customer.

  Best regards,

  Customer Answer

  Date: 08/01/2025

  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:07/29/2025

  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.

  Please refund $13.72 back to my credit card for the Shaws order placed on 7/29, since the grapefruit was missing from my order so should of been refunded, and the pizza arrived half defrosted.

  Business Response

  Date: 07/31/2025

  Hi *******,

  Thank you for contacting the Better Business Bureau regarding your concerns. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any frustration or inconvenience this situation may have caused.

  After reviewing your order, I see that we already processed a credit for the affected items that you originally reported. Unfortunately, we are unable to process any further credits or refunds for this order. I also noticed that you have requested to delete your account, and as a result, no further action is required on our part.

  If you have any additional questions or concerns, please do not hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to assist you.

  Sincerely,

  Customer Answer

  Date: 07/31/2025

   I am rejecting this response because I contacted customer service and they said they would issue a full refund since the driver committed fraud in ordering a random item without my permission and the one item I ordered was damaged, I will report the charge to the attorney general if Instacart refuses to refund me. They said they would refund this order, but on my bank statement I still see a charge, see photo for proof. This was also for an item I didn't want nor order, the driver used my card without my permission to buy a random item I cant use.
  
  

  Business Response

  Date: 07/31/2025

  Dear *******,
  
  Thank you for your response. As previously noted, after reviewing the details of this case, no further action can be taken on our end. While we respect your decision regarding this matter, we regret that we are unable to provide the resolution you were seeking.
  
  We genuinely value your feedback, and it remains important as we continue to improve our services. If you have any additional inquiries or require further clarification, please dont hesitate to let us know.
  
  Thank you for your understanding.
  
  Best regards,

  Instacart Support 

  Customer Answer

  Date: 08/01/2025

  .

• Initial Complaint

  Date:07/29/2025

  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.

  July 27, 2025 (ALDI Order):Damaged Item: Kirkwood Frozen Ground Turkey ($1.99)Missing Items: 2 Happy Farms Mozzarella Cheese Blocks ($3.98)I ***orted the damaged turkey. A *** said no photo was needed and a credit would be applied. No credit was issued.Later, I realized the cheese was missing. A second *** sent an appeals form for the cheese only. None was sent for the turkey, and no one followed up. I submitted the form and havent received a response. Appeal ID: ****************, 2025 (ALDI Express Order):Missing Items:2 Happy Farms Mozzarella Cheese Blocks ($4.38)1 Pueblo Lindo Flat Beans ($3.09)2 Containers of Carrots ($2.98)I received no app, text, or email notifications about shopping or delivery. I found the delivery confirmation only by checking email.The order was set to arrive between 10:58 and 11:58 a.m. It was marked delivered at 10:19 a.m., before the window started. I ***orted it missing at 10:27 a.m., eight minutes later.Instacart has not resolved the issue or provided proof of delivery or notification. Instead, they push the burden onto the customer, who paid for a service that was not fulfilled.The *** said I must fill out another appeal form (60074144/60236568) due to a high complaint flag instead of resolving it directly. This is another failure to resolve.Desired Resolution:Full refund to original payment method for all undelivered, missing, or damaged items from July 27 and July 29, 2025.Explanation of what Instacart is doing to prevent these issues from recurring.Removal from the high complaint list or provide verifiable proof of delivery and notifications before requiring customers to complete an appeal form. They could have resolved this immediately considering they've failed to provide proof.

  Business Response

  Date: 07/31/2025

  Dear ********* *******,
  
  Thank you for reaching out and sharing your concerns with us. We truly understand how frustrating and disappointing it can be when orders dont meet expectations, and for that, we sincerely apologize.
  
  Wed like to confirm that the items you reported as missing or damaged have already been refunded to your original payment method. Ensuring your satisfaction is important to us, and we deeply regret the inconvenience you faced.
  
  Regarding your request to be removed from the high complaint flag, please understand that this status is automatically applied based on a system assessment to better track recurring issues. While we cannot manually remove you from this system-level flag, please rest assured that it does not affect the level of service you receive nor our commitment to resolving any future concerns fairly and promptly.
  
  We greatly value your feedback and will continue working to improve our service so that situations like this are less likely to occur in the future. If you have additional questions or concerns, feel free to reach out to us directly, and were happy to assist.
  
  Thank you again for bringing this to our attention and for your patience as we address your concerns.

  Best Regards, 

  Instacart Support

  Customer Answer

  Date: 08/01/2025

  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:07/28/2025

  Type:Service or Repair 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.

  So I've had a bunch of issues submitting my documents for the healthcare subsidy. I've been approved fine every other quarter but this quarter they are playing games., from blurry photos, to not sufficient proof of insurance in my name, to now saying they are fraudulent documents! Then for one how the heck was i approved for the last 5 subsidies NO PROBLEM! My member services at my insurance company has even reached out to them for me verifying my eligibility but if course they have gone on deaf ears. So the last thing my advocate has advised me to do is send them my secondary insurance and see if they give me an excuse and yup they said it wasnt proof of insurance in my name. So not only are they refusing to pay me what is rightfully owed to me they also have accused me of sending in fraudulent insurance card. One agent told me its cuz you brighten the photos they are using rhat as editing the documents and they are trying to not pay you because of that but I ONLY BRIGHTEN MY PHOTOS BECAUSE OF ALL THE FAKE REJECTIONS DUE TO BLURRY PHOTOS SUPPOSEDLY. I will next be filing a complaint with the *********************** and be contacting the local news stations as this is BS and how so they expect us to get help when chat support DONT HELP they promise a supervisor to call you back in 24 hours it's been 20 days and I'm still waiting on a call back. This is sad how bad they treat us employees there!

  Business Response

  Date: 07/31/2025

  Hi *****,

  Thank you for contacting the Better Business Bureau regarding your concerns. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any frustration or inconvenience this situation may have caused you.

  Upon reviewing your case, we found that the subsidy submission in question was rejected on July 19 due to incompleteness. To help resolve this issue, we kindly ask that you review our submission guidelines and ensure all required documents are included.

  Should you need any assistance with your submission or have further concerns, please do not hesitate to reply to this email or reach out to our support team directly. We value your contributions as a member of our team and are here to support you in resolving this matter promptly.

  We appreciate your understanding and look forward to assisting you further.

  Sincerely,

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23663998
  
  I am rejecting this response because:
  YOU GUYS ARE THE BIGGEST LIARS SAYING ITS REJECTED FOR INCOMPLETNESS YET I HAVE COMMUNICATION WITH MULTIPLE AGENTS SAYING REJECTED CUZ MY DOCUMENTS ARE NOT MINE AND DIGITAL COPIES SO IVE SENT BOTH MY PHYSICAL CARDS AND YOU GUYS STILL REJECT. MY INSURANCE AGENT HAS REACHED OUT MULTIPKE TIMES TO VERIFY MY ELIGIBILITY. SO PLEASE STOP LYING AND PAY ME MY MONEY.  I HAVE SINCE FILED A CLAIM WITH THE LABOR BOARD AND HAVE SUBMITTED THE CLAIM NUMBERS TO YOU GUYS.  AND ALSO HAVE BEEN IN CONTACT WITH THE *********************** AND I HAVE A INTERVIEW WITH THE ********** ON MY AREA WITH MY INSURANCE AGENT
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/31/2025

  Dear *** ******, 

  Thank you for bringing your concerns to our attention.
  
  We acknowledge the challenges and frustrations you've experienced regarding the submission of your documents and the resolution of the healthcare subsidy issue. We deeply regret the inconvenience this matter has caused you, and we respect your decision to seek further assistance.
  
  We understand the importance of addressing your concerns promptly and thoroughly, and we are committed to evaluating and improving our processes to ensure better support and resolution in the future.

  Best Regards,

  Instacart Support 

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23663998
  
  I am rejecting this response because: You stated my subsidy was due to incompleteness yet I had the supporting evidence showing that's not true and now again you guys haven't fixed the issue ir paid me.  You guys haven't even responded to the labor board. It's pretty sad when I have my INSURANCE  member services emailing and calling to verify my eligibility and you guys still won't pay me what is owed. YOU GUYS HAVE DONE THIS TO MULTIPLE SHOPPERS AND CONTINUE TO DO IT THINKING WE DON'T HAVE A VOICE. THIS A LAW THAT IS REQUIRED THAT YOU GUYS PAY US AND YOUR REFUSING. SO WHAT'S YOUR EXCUSE NOW THAT I HAVEN'T RECEIVED MY LAUNDRY BECAUSE CLEARLY THE INCOMPLETENESS WAS A LIE SO WHAT IS IT

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/28/2025

  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 am writing to formally file a complaint against ********* regarding a mishandled delivery, unfulfilled promises of resolution, and the unjust deactivation of my account following my very first order with their platform. On July 24, 2025, I placed an order through Instacart from Dollar Tree totaling $189.65. This was my first experience using Instacart, so I was not yet familiar with the intricacies of their service. I received an email confirmation that my order had been delivered at 4:23 PM, yet when I went outside immediately after receiving the notification, there was nothing at my doorstep. I contacted ********* customer service immediately. A representative assured me that my order would be re-delivered that same day. I waited several more hours, but no delivery ever arrived. I called again around 9:00 PM and was told by a different representative that my issue had been escalated but still required approval from a higher-level team. At this point, I requested a refund in the form of Instacart credit instead of re-delivery, as I had already spent the day waiting and needed to make other arrangements. She confirmed she would escalate it again and that I should receive an email within 24 hours. Instead, on 7/25/25 8:37 PM, I received an email stating that they had investigated my claim, found irregularities, and had deactivated my account. I was instructed to respond to the email with any supporting evidence if I wished to dispute the decision. I promptly replied with photos of the front of my house, as well as a photo of the apartment complex I believed the delivery may have been mistakenly left at. Despite this, I received two nearly identical follow-up emails simply stating that my account would remain deactivated. The order was placed for work purposes, and due to Instacarts delivery failure and refusal to acknowledge their mistake, I now have to cover nearly $200 to replace the items personally.

  Business Response

  Date: 07/31/2025

  Hi *****,

  Thank you for contacting the Better Business Bureau and reaching out regarding your recent order and account status. At Instacart, 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 our Trust & Safety team sent you an email on July 25, 2025 with more information regarding your account status. For further assistance, we kindly ask you to review that email and respond directly to the Trust & Safety team to address any additional concerns or provide necessary details.

  We truly value your understanding, and our team is here to help resolve this matter as quickly as possible. Please dont hesitate to reach out with any further questions.

  Best regards,

  Customer Answer

  Date: 08/01/2025

  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:07/27/2025

  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.

  On July 15, 2025, I placed a pickup order through Instacart for ************ I frequently use this service and have previously added last-minute items through the shopper, with the understanding that any extra cost is billed through the Instacart app.During this order, the shopper added three additional items for me, one of which was a $30 bag of shrimp. When I arrived to pick up my order, I immediately noticed several items were missing including refrigerator items from the original order and the added $30 shrimp. I specifically remember accepting the more expensive shrimp because I needed it, even though the size I originally requested was unavailable.Concerned about the missing items, I went inside and spoke to two *********** employees. They informed me that my card was declined during checkout, which I explained happens because I keep my cards locked for security. They assured me I would not be charged and showed me a receipt confirming the decline. I was allowed to take a photo of that receipt and was told I would only be charged for the items I actually received which was maybe half the full order.Despite this, Instacart later charged me an additional $49 for items I never received. Ive tried for nearly two weeks to resolve this directly with Instacart, providing receipts, photos, and details of the incident but communication has been extremely limited. There has been no meaningful response or resolution, and I am still waiting for a refund while being charged for groceries that were never delivered to me. This has caused unnecessary financial stress and frustration. Instacarts lack of accessible customer service and delay in handling this issue is unacceptable.Desired Resolution:A full refund for the charges related to the undelivered items. A formal acknowledgment of the error and clarification on how Instacart will prevent this in the future. Improved customer support access for similar issues.

  Business Response

  Date: 07/27/2025

  Dear Zoe,
  
  Thank you for reaching out and sharing your experience with us. I truly apologize for the inconvenience and frustration caused by the missing items in your order. This is not the level of service we aim to provide, and I understand how important it is for you to get this resolved.
  
  To assist you further, could you please provide a list of the items from your original order that were missing? This will help us thoroughly investigate the matter and ensure we address the issue appropriately.
  
  Thank you for your patience and for bringing this to our attention. Were here to make things right for you.

  Best Regards, 

  Instacart Support 

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23660651
  
  I am rejecting this response because:
  You requested the items I was missing to investigate . 
  
  Store Brand Raw Simple Peel Deveined Shrimp Extra Jumbo (32 oz)
  1 x $29.99
  Final item price:$29.99

  Bounty Paper Towels Select-A-Size (6 ct)
  1 x $21.99
  Final item price:$21.99

  Store Brand Eggs, Large, Grade A (12 ct)
  1 x $4.99
  Final item price:$4.99
  

  Store Brand Butter, Sweet Cream, Salted (1 lb)
  1 x $4.79
  Final item price:$4.79

  **** Classic Kit, Caesar (7.6 oz)
  1 x $3.99
  Final item price:$3.99
  

  Store Brand Waffles, Blueberry (10 x 12.3 oz)
  1 x $2.39
  Original price:$2.99
  Final item price:
  $2.39
  
  Store Brand Waffles, Homestyle (12.3 oz)
  1 x $2.39
  Original price:$2.99
  Final item price:
  $2.39
  

  Sincerely,

  
  *** *****

  Business Response

  Date: 07/29/2025

  Dear Zoe,
  
  Thank you for reaching out and sharing your experience with us. I truly apologize for the inconvenience and frustration caused by the missing items in your order. This is not the level of service we aim to provide, and I understand how important it is for you to get this resolved.
  
  Unfortunately, we are unable to refund this order, as it has been more than 7 days since the order was delivered. 
  
  Thank you for your patience and for bringing this to our attention. Were here to make things right for you.

  Best Regards, 

  Instacart Support 

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23660651
  
  I am rejecting this response because:
  I have been stating my argument since h the first day this irresponsible issue occurred. You are trying to make me pay for items never recieved and responded with generic customer service messages. Ive been explaining my story with receipts for weeks now this is unacceptable.

  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:07/27/2025

  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.

  Complaint Summary:********* is consistently charging higher prices for grocery items than what the stores actually charge, without clearly disclosing this to customers. I discovered this only after receiving a paper receipt from the grocery store showing lower prices for every item in my order compared to what I was charged through Instacarts digital receipt.?Detailed Description:I have been an Instacart member for over a year and trusted that the prices listed on their platform reflected the actual store prices. Recently, I received a paper receipt from the grocery store and compared it to the digital receipt from Instacart. Every single item had a higher price on Instacart, and the discrepancy was significant. This was not related to substitutions or weight changes it was across the entire order.When I contacted customer service, they acknowledged overcharges on two items (due to replacements or weight) and offered a small refund, but they refused to address the larger issue: that all items were marked up beyond store pricing. They also stated that only digital receipts generated by ********* are considered valid, and dismissed the stores paper receipt which I believe is misleading and dismissive of the actual transaction that occurred.This feels deceptive and unethical. At no point during the checkout process is it clearly disclosed that the prices are inflated compared to in-store pricing. It took me over a year to realize this, and I believe many customers are unaware they are being overcharged in this way.?Desired Outcome:I would like a formal investigation into Instacarts pricing transparency practices.I request a refund for the full difference between Instacarts prices and the stores actual prices for this order.I would like Instacart to implement clear, prominent disclosures on every product and at checkout whenever prices differ from in-store pricing.I would also like other affected customers to be notified.

  Business Response

  Date: 07/27/2025

  Dear ******,
  

  Thank you for bringing this to our attention and sharing your concerns. We genuinely apologize for any frustration and confusion this situation may have caused. At *********, we strive to provide transparency and clarity, and your feedback is invaluable.
  

  Wed like to clarify that some prices displayed on our platform may differ from in-store prices. This is because ********* partners with different retailers, and in some cases, the pricing is set to include factors such as operational costs. However, we understand how important pricing clarity is for our customers.

  Your situation highlights an area where we can improve, and we appreciate your thoughtful feedback. Weve shared your concerns with the appropriate teams so they can evaluate our practices further.

  If you have additional questions or if theres anything specific we can do to assist, please dont hesitate to let us know.
  Thank you for giving us the opportunity to address this matter.

  Best Regards,

  Instacart Support 

  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23660393
  
  I am rejecting this response because:

  It does not directly address the core issue: Instacart charges customers higher prices than the store without clear, upfront disclosure. The explanation provided about operational costs does not excuse the lack of transparency. I was not offered a refund, a review of my order history, or any specific corrective action.
  
  
  A vague promise to evaluate practices is not a resolution its deflection. Customers deserve honest pricing and clear disclosures before placing an order. Until Instacart commits to real changes, this remains unresolved.
  
  
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 07/29/2025

  Dear ******,
  
  Thank you for bringing this to our attention and sharing your concerns. We genuinely apologize for any frustration and confusion this situation may have caused. At Instacart, we strive to provide transparency and clarity, and your feedback is invaluable.
  
  Wed like to clarify that some prices displayed on our platform may differ from in-store prices. This is because ********* partners with different retailers, and in some cases, the pricing is set to include factors such as operational costs. Prices are determined by the retailer on our platform.

  If you have additional questions or if theres anything specific we can do to assist, please dont hesitate to let us know.

  Thank you for giving us the opportunity to address this matter.

  Best Regards,

  Instacart Support 

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23660393
  
  I am rejecting this response because:
  This response is nearly identical to the previous one and does not address the core issue I raised. I did not receive clear or upfront disclosure that prices on Instacart are often significantly marked up compared to in-store prices. Saying prices may differ is intentionally vague and misleading, especially when the price differences are substantial. The lack of transparency amounts to deceptive business practices. Customers deserve to know exactly how much they are being charged and why, before placing an order. Simply stating that prices are set by retailers does not absolve Instacart of responsibility for platform-wide pricing practices. I am not satisfied with this dismissive and recycled response.
  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:07/27/2025

  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 noticed a charge of $52.92 from Instacart right after I had placed a delivery order. I contacted my bank and then contacted I Instacart. I was told I did a 14 day free trail then was charged a year for membership. None was true and they refuse to refund me saying i noticed after the 5 day period. I just found it on my statement and I'm 100% sure I never authorized it....PERIOD. It's a scam

  Business Response

  Date: 07/27/2025

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  Thank you for reaching out regarding your Instacart+ membership. 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 have issued a refund of $52.92 for your Instacart+ subscription. 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: 07/28/2025

  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,
  
  ***** *******