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:07/16/2025

  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.

  Transaction date was July 3rd. Filing complaint now, due to issue with missing page info on BBB. Food Basics order was dropped off, at an undisclosed location. I reached out to shopper several times to ask where it was, as I could not recognize it. My messages went unanswered. I checked my lobby, but is is a 21 floor building, woth half of the floors containing several businesses each, and all floors looking identical. Had the shopper answered any of my messages, I could have located the groceries. ********* refused to contact the shopper to ask them where the groceries were left then declined to refund my order, despite proof being offered, and instant communication regarding the missing order.

  Business Response

  Date: 07/18/2025

  Hi *****,

  Thank you for reaching out to the Better Business Bureau and sharing your concerns regarding your order. At *********, we are committed to delivering an exceptional experience for our customers, and I sincerely apologize for any inconvenience this situation may have caused.

  After reviewing your order, I have processed a refund of $73.37 CAD for your order. You can expect to see this reflected in your account within 3 to 5 business days, depending on your banks processing times.

  We truly regret any frustration this may have caused and appreciate your understanding. If you have any further questions or require further assistance, please dont hesitate to contact us.

  Best regards,

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23610513
  
  I am rejecting this response because: the refund has not been issued, nor has any communication been sent directly to my email. I understand that and refund can take several days to post (which never takes more than 48 hours with any of my cards), but the Mastercard I used shows any credits as "pending" the same day refunds are issued. It then takes a day or two to be reflected in my balance. No refund was issued by *********. I expect an email confirming the refund sent to me as well. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 07/22/2025

  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 order, I can confirm you were not charged. Please refer to your digital receipt, as it shows your were refunded.

  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:07/16/2025

  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.

  Formal Complaint Regarding Instacart Account Request for Resolution To Whom It May Concern,My name is Frangell Yvamar De ********* ******, and I am writing to formally file a complaint regarding my application to work as a shopper with Instacart.More than three and a half years ago, I submitted my first application to register as an Instacart shopper. During this process, I provided my personal documents, including my Social Security Number and Employment Authorization Document (EAD). However, the system flagged my account as blocked or canceled due to alleged duplication.I have repeatedly informed Instacarts support team that I have NEVER worked for ********* nor used the platform before. This was my first and only attempt to apply, and despite reaching out multiple times, I have never received a proper response or resolution.Due to the lack of assistance, I even tried applying again using a different email address and phone number, but nothing has worked. I find it completely unfair and discriminatory that I am being denied the opportunity to work with Instacart, a platform I have never used, because of a system error or account duplication issue that I did not cause.For this reason, I am formally requesting that Instacart completely remove any and all information, records, accounts, or data associated with my name from your system, so that I may reapply and have the fair opportunity to work as a shopper with Instacart, like any other applicant.I am confident that, as a technology company, ********* has the resources and team capable of fully reviewing and resolving this matter.I kindly ask for your immediate attention and a real solution, as this situation has gone unresolved for over three and a half years.Sincerely,Frangell Yvamar De ********* ****** ****************************** ************

  Business Response

  Date: 07/18/2025

  Hi Frangell Yvamar De ********* ******,

  Thank you for reaching out to the Better Business Bureau and sharing your concerns regarding your account. At *********, we are committed to delivering an exceptional experience for our shoppers, and I sincerely apologize for any inconvenience this situation may have caused.

  After reviewing your account, I can see that there is a duplicate account on file, which has led to the issue you are experiencing. Our team has emailed you with more information regarding your account. Please review the email for further details and assistance in resolving this matter.

  If you have any additional questions or concerns, feel free to reach out. We appreciate your understanding and are here to help.

  Best regards,

• Initial Complaint

  Date:07/16/2025

  Type:Delivery 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.

  Order Date: July 10, 2025 Issue:Received an automated text message about a credit being applied to my account for items being out of stock during the course of this order. This was an unprovoked credit, meaning that I did not complain to make this happen. ********* offered it to me automatically. I thought it made for an amazing customer experience. Unfortunately, this has completely reversed all of that. A credit was never applied to my account, instead I was given a promo, which is not the same thing, doesnt work the same way, and completely limits its use. A credit is a credit. I contacted support and spoke to 5 people without resolution: I had the chat ended on me, told I couldnt be helped through the app and given a number that isnt even in service, finally got in touch with someone who tried to gaslight and lie to me, telling me credits and promotions were the same, before giving me a different number and also leaving the chat, and then I was finally able to speak with someone on the phone who tried to reiterate that promos and credits are the same thing, but that he cant help me either and transferred me to someone else who I finally thought was going to help because they understood the issue and were politely receptive. Until, she also hung up on me while I was waiting for her to apply the credit. My complaint is about lying, gaslighting and deceiving customers with their poor practices and even poorer customer care. The initial credit at this point doesnt even cover the time and effort put into this ordeal, so I want to speak with someone in a management position.

  Business Response

  Date: 07/17/2025

  Hi ****,

  Thank you for contacting the Better Business Bureau and reaching out regarding your recent order promotion. At *********, we are committed to providing an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  After reviewing your account, I can confirm that the applied promotion corresponds to the credit automatically issued by our system to address the order issue. Unfortunately, promotions of this nature cannot be edited or altered. However, this promotion will automatically apply to your next order with us.

  We appreciate your understanding and thank you for being a valued member of the Instacart community. If you have any further questions or concerns, please dont hesitate to get in touchwere here to help.

  Best regards,

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23609254
  
  I am rejecting this response because:

  this is still a falsehood. At best, its deceptive and very misleading, and at worst it is a blatant lie. I lean towards the latter, given the terminology used in the text message (as seen in the screenshot) clearly says credit. They are not the same thing by definition and function. Feel free to consult your favourite dictionary if you need further clarification on their differences. Its also incredibly ironic the app has a separate section in the Promos and CREDITS section for credits and a separate section for promotions, but they are the same thing? Seems rather odd, no? Why would that be? Be serious. This is beyond ridiculous at this point. Youre now lying on a public forum blatantly. Unserious company to even think this is acceptable behaviour.

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

  Business Response

  Date: 07/19/2025

  Hi ****,

  Thank you for contacting the Better Business Bureau and sharing your concerns regarding your recent experience. At *********, we strive to provide an exceptional experience, and I sincerely apologize for any frustration this situation may have caused.

  After thoroughly reviewing your concern, I can confirm that the applied promotion corresponds to a credit issued automatically by our system. We understand the distinction between credits and promotions, and your feedback regarding the messaging and terminology used has been noted. We will be forwarding this insight to our internal team for further review and consideration to improve communication clarity.

  Unfortunately, no further action can be taken in this specific case, and the promotion will remain valid for use on your next order. While I understand this may not be the resolution you were hoping for, we genuinely appreciate your feedback and will use it to improve our processes.

  Thank you for being a part of the Instacart community. If you have any additional questions, please don't hesitate to reach out.

  Best regards,

• Initial Complaint

  Date:07/16/2025

  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.

  Please refund the charge of $15.12 for Shaws on 7/16 since one item was missing and the other item they delivered was cracked. **************** told me they would refund me, but no one yet has fixed this. I took screen-stills as proof.

  Business Response

  Date: 07/17/2025

  Hi *******,

  Thank you for contacting the Better Business Bureau and bringing your recent order concern to our attention. At *********, we are committed to ensuring an exceptional experience for our customers, and I sincerely apologize for any inconvenience this situation may have caused.

  After reviewing your order, I have processed a full refund of $15.12. You can expect to see this reflected in your account within 3 to 5 business days, depending on your bank's policies.

  If there is anything further I can assist you with, please do not hesitate to reach out. Your satisfaction is very important to us, and we truly appreciate your understanding.

  Thank you for being a valued customer.

  Best regards,

  Customer Answer

  Date: 07/20/2025

  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.
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Delivery 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.

  Paid for membership. ******** customer service. Orders are late. Items are missing. They canceled orders with no notice.

  Business Response

  Date: 07/17/2025

  Hi *********,

  Thank you for contacting the Better Business Bureau and sharing your concerns regarding our service. At *********, we prioritize providing a seamless and reliable experience for all our customers, and I sincerely apologize for the challenges youve faced, including late deliveries, missing items, and canceled orders.

  After reviewing your account and the feedback provided, I understand your frustration and disappointment, and I want to address your concern about the membership fee. At this time, Id like to gather more details to ensure we find the best solution for you. Specifically, could you provide details about any specific recent orders impacted, such as dates or order numbers, to help us investigate further?

  We value your membership and trust in our services, and I want to ensure we resolve this matter to your satisfaction. 

  Once again, I truly regret any inconvenience youve experienced, and I appreciate your patience as we work to make things right for you.
  Best regards,

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23608391
  
  there are literally too many examples to give you, but the last one was placing an order. I was notified that the shopper was at the store shopping and then all of a sudden my order was canceled. No contact no communication whatsoever. I spend thousands of dollars with you monthly and I tip every single time your shoppers constantly make mistakes and you never do anything to rectify the situation if youre not willing to give me the full $99 I will accept a partial refund for 50% since half of the year has gone by that I paid for.
  Sincerely,
  
  ********* ******

  Business Response

  Date: 07/18/2025

  Hi *********,

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

  After reviewing your canceled order, I can confirm that the cancellation occurred because the items in question were out of stock. I am truly sorry that you were not notified, and I regret the inconvenience this caused.

  Regarding your subscription, I see that you signed up in January. As the 5-day refund window has passed and you have placed over 50 orders under this subscription, we are unfortunately unable to process a refund. Additionally, we do not process partial refunds for subscriptions. I truly apologize for any frustration this may have caused.

  As a gesture of goodwill, I have applied a $30 credit to your account for the inconvenience. This credit will automatically be applied to your next order with us.

  If you have any additional questions or concerns, please dont hesitate to reach out. We appreciate your understanding and your continued trust in Instacart.

  Best regards,

• Initial Complaint

  Date:07/16/2025

  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.

  I purchased an Instacart gift card through ********* for my parents on 12/4/24 for $100.00 (order #: 3371-4533-4284-3829). When they tried to use it online there was a message that it was already in their cart, but it wasn't. My first call to Instacart was 4/30/25, twice. They said the card was in "someone else's cart." They checked my parent's account, my account and my sister's account. It wasn't in any of them. Someone was supposed to call me back that day, no call. On 5/1/25 I called again, explained again, supervisor supposed to call back within ***** hours about reference#:********, no call. On 5/7/25, I called again and they were not able to find my case by the reference number. She confirmed my parents had a new account with no orders. She said to email, *************************** and ****************************** which I did and they both brushed me off, said I need to contact customer service. Ref#:********. On 5/8/25, made 4th call to ********* customer service, asked to speak to supervisor, said she was busy and would call back within the hour, no call back. I called back that same day asked for supervisor again, she confirmed the card was valid and not used yet, but couldn't be entered into my parents account. She sent screen shot explaining what happened to ****************************** Ref#:51291806, they never sent a new card. 6/10/25, I tried to email ceo of company, email wasn't legitimate. 6/11/25, emailed customer care, they sent email back saying they sent out a new card to be physically delivered to my parents, no card has arrived. Contacted them again and they told me to reach out to customer service. On 6/15/25, I called again, spoke to supervisor, she sent email again to ***************************** with note to send new card or send to highest management, still no card received. Ref#:55483688

  Business Response

  Date: 07/19/2025

  Hi **********,

  Thank you for contacting the Better Business Bureau to share your concern with us. I want to sincerely apologize for the inconvenience and frustration youve experienced regarding the Instacart gift card issue.

  To help us assist you further, could you please provide the email and phone number associated with your parents' Instacart account? Additionally, please share a screenshot of the error message they are encountering when attempting to redeem the gift card. Once we have this information, we will further investigate the issue 

  Best,

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23607778
  
  I am rejecting this response because:
  I have provided this information multiple times. "Investigate further" through Instacart means, once again you are ignoring my issue and will not get back to me. This is evident in the detailed complaint. I would like a refund please. Also, my parents live in another state, they are elderly and I would need to be with them to explain what Instacart is asking for.

   

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

  Business Response

  Date: 07/22/2025

  Hi **********,

  Thank you for contacting the Better Business Bureau to share your concern with us. I want to sincerely apologize for the inconvenience and frustration youve experienced regarding the Instacart gift card issue.

  I was able to locate the account where the gift card was redeemed, however, I will need to confirm the email address and phone number associated with the intended recipient's account.

  Once we have this information, we will be able to assist further.

  Best,

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23607778
  
  I am rejecting this response because: 

  I am responding to the business who has asked for the recipient's email and phone number. 
  

  email: **********************************

  phone number: ************
  
  Sincerely,
  
  ********** *******

  Business Response

  Date: 07/23/2025

  Hi there! 

  Thank you for bringing this matter to our attention. To assist us in resolving this issue, could you kindly provide a screenshot of the error message you encountered when attempting to redeem the Instacart gift card? This will help us better understand the issue and expedite the resolution process.
  
  We greatly appreciate your cooperation and will make every effort to address this matter as quickly as possible.

  Looking forward to further assisting you. 

  Best Regards,

  Instacart Support 

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23607778
  
  I am rejecting this response because:
  

  Responding to Instacart - I am trying to send a screenshot of the error message but it is not working and I don't know how to figure out the technology. The error message the comes up says "this code has already been redeemed."

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

  Business Response

  Date: 07/25/2025

  Hi **********,

  Thank you for letting us know. 

  To assist further in resolving this matter, please let us know if there are any other phone numbers or emails that may have been used to create the account with? This additional information will help us look into the issue with the gift card.

  Best,

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23607778
  
  I am rejecting this response because:

  There is no other account this would be in. I thought you said you figured out whose account it is in. If you know who it is, then let me know and I can tell you if I know the person. You can check my account again. 
  

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

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

  I don't understand why I am supplying information that I've supplied to you multiple times. Please let me know what else I can do. I would like a refund or a new card sent.  Clearly it is not in my account or my parent's account. I feel  as though I'm being accused of hiding it in another account and that is not the case. This back and forth is unacceptable. This is not an error on my part or my parents. I've been a frequent user of Instacart for a while and have always been a good customer. 
  
  
  Sincerely,
  
  ********** *******

  Business Response

  Date: 07/29/2025

  Hi **********,

  Thank you for contacting the Better Business Bureau.

  In order to assist further, please provide your parents name, phone number, and email address associated with their account. 

  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: 07/30/2025

   
  Complaint: 23607778
  
  I am rejecting this response because:

  
  This information has been provided multiple times. The issue is not being addressed by *********. Please refund or send new gift card. 
  
  Sincerely,

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

• Initial Complaint

  Date:07/16/2025

  Type:Billing 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.

  Subject: Urgent Complaint Against Instacart Account Wrongfully Deleted, $53 Credit Balance at Risk To whom it may concern,My name is ******* ****, and I am filing a complaint against Instacart regarding the improper deletion of my account and lack of follow-up from their support team despite multiple attempts to resolve the issue.This issue began on June 28, 2024, when I was advised by an Instacart phone support representative to delete my account as a means of resolving an issue related to a gift card I had added. Trusting their direction, I followed the steps as instructed only to find myself permanently locked out with no further access to my balance or account.I had an active customer account under the email ******************** with a credit balance of $53 at the time of the incident.Since then, I have made every attempt possible to recover the account or receive proper assistance:I emailed ********************* and received only auto-generated replies with no human follow-up.I was unable to log in, which prevented me from accessing their help center or submitting further requests through their usual system.I submitted my drivers license, credit card, and all requested documentation in good faith to verify my identity and recover the account.I have also been hung up on during calls with Instacart support.I received no response, no action, and no escalation despite repeated attempts over several days.I am requesting that:1. My Instacart account under ******************* be reinstated immediately.2. My $53 credit balance be preserved and restored.3. I receive direct communication from an ********* representative to finalize the resolution.This situation is unacceptable. I followed instructions provided by ********* staff, complied with all identity verification steps, and have been left without access or a proper resolution. Sincerely,******* **** ?? ******************* ?? ************

  Business Response

  Date: 07/17/2025

  Hi *******,

  Thank you for contacting the Better Business Bureau to bring this matter to our attention. We sincerely apologize for the frustration and inconvenience you have experienced regarding your account.

  We have escalated your concerns to our Trust and Safety team for further assistance. Please keep an eye out for an email from our team regarding your account.

  If you have any further questions in the meantime, please do not hesitate to reach out.

  Best regards,

  Customer Answer

  Date: 07/18/2025

  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:07/15/2025

  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.

  I am filing this complaint against ********* regarding unresolved access to over $1,000 in gift card credit that I redeemed on the **************** Same-Day delivery account. Despite using the same email address and phone number as my regular Instacart.com account, and having Instacart+ benefits visible across both accounts, I am unable to access or transfer these funds to my main Instacart account.I originally redeemed a couple of Instacart gift cards through the ****** Same-Day platform to make grocery purchases. Later, I attempted to use the remaining balance on Instacart.com to shop with other retailers, but was unable to do so.I contacted Instacart customer service by phone, and the representative confirmed that:My gift card balance was indeed visible on my account,They were unable to move or link the credit to my regular Instacart.com account,I should reach out to Instacart gift card support directly for further ************* date, despite contacting the suggested email address ******************************** I have not received a satisfactory resolution. The situation is increasingly frustrating because:The two accounts appear to be unified (shared contact info, Instacart+ membership),The credits are verified by ********* support but unusable outside of the ****** Same-Day portal,No clear path for remediation has been provided despite the significant amount of money involved.I believe this represents poor handling of customer funds and a lack of transparency in how Instacarts account systems and gift card policies work.

  Business Response

  Date: 07/16/2025

  Hi *****,

  Thank you for reaching out to the Better Business Bureau and bringing this matter to our attention. I sincerely apologize for the difficulty and frustration youve experienced regarding your gift card credit.

  Your concern is very important to us, and Id like to assure you that we are reviewing the details youve provided. I understand that the inability to access or transfer your funds has caused significant inconvenience, especially given the amount involved.

  After reviewing your situation, Id like to clarify that gift card balances redeemed on an account cannot be transferred to another account. This is part of our policy to ensure the security and integrity of your account and its associated transactions.

  I understand how this can be frustrating, and Id like to assure you that your feedback is noted. If you have additional concerns or questions, please dont hesitate to reach out. I appreciate your understanding regarding this matter.

  Best regards,

• Initial Complaint

  Date:07/15/2025

  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.

  I have been working for ********* since January of this year (2025). Recently I have ran into an issue where a customers order was charged to my personal card for almost $90 and they are giving me a very hard time about giving me that money back. They have told me I have to wait 2-4 weeks which I can not do as that is my bill money, and should not be holding on to it. They have multiple ways to refund me that money and wont. It HAS been done once before in the past where I was refunded immediately, now theyre saying it can take up to 30 days. Which absolutely does not work for me. I have asked several times to speak with a supervisor on this matter. I cant get one. Ive waiting well over 24 hours for a phone call, nobody will reach out to me. Im getting passed around between employees and my issue still remains unresolved. In addition, they are relying on customers to pay their wages with tips. For example theyll expect you to do the labor of shopping and lifting heavy items, drive 10+ miles, and use your own resources all for $4-5! I strongly suggest looking into this. This company has proven time and time again to just be absolutely terrible all the way around. Thank you for your time.

  Business Response

  Date: 07/16/2025

  Hi Kearah,

  Thank you for reaching out to the Better Business Bureau and bringing this matter to our attention. I sincerely apologize for the frustration and inconvenience youve experienced regarding your reimbursement.

  After reviewing your account, I can confirm that your reimbursement request was escalated on July 13, 2025. Our Financial Team is actively working on this issue and will follow up with you via email as soon as possible.

  We understand how important this matter is to you, and we genuinely apologize for any inconvenience caused. If you have additional questions or concerns, please dont hesitate to reach out

  Thank you for your patience and understanding.

  Best regards,

• Initial Complaint

  Date:07/15/2025

  Type:Delivery 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 placed an order today on ********* for a few groceries and asked them to leave in my garage. They left them in a garage but not mind. I contacted ********* and they offered me $5 for the inconvenience but otherwise, they said they couldnt do a refund. I was told it shows delivered and theres a photo, although the photo isnt of my garage and I sent a photo of what the door looked like where it shouldve been left. Im glad ********* thinks its ok to misdeliver an order and not offer a resolution. I cant even walk around looking for the order as I would have to walk into peoples garages. Very inconvenient and disappointing! My kids now dont have the few grocery items they needed for the next few days!!

  Business Response

  Date: 07/16/2025

  Hi Chelsea,

  Thank you for reaching out to the Better Business Bureau and bringing this matter to our attention. I sincerely apologize for the frustration and inconvenience caused by your missing order.

  After reviewing your account, unfortunately, we are unable to process any credits or refunds for this order due to a high volume of prior refund requests associated with your account.

  For further review of this matter, we kindly ask that you submit an appeal by completing this form: ****************************************************************. Once submitted, our dedicated team will review your case and follow up with you as soon as possible.

  We appreciate your patience and understanding and thank you for being part of the Instacart community.

  Best regards,