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:07/02/2025

  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 had an order I did today July 2nd 2025 I paid extra priority fee to have it delivered earlier it came later they said the fee would fall off on the receipt if it was late it didn't and I'm seeing that refund please. I would like help with this matter.

  Business Response

  Date: 07/03/2025

  Hi *******,

  Thank you for contacting the Better Business Bureau and for reaching out regarding your order concern. At *********, we are dedicated to delivering an exceptional customer experience, and I sincerely apologize for the inconvenience this situation may have caused.

  After reviewing your order, I see that it was scheduled to be delivered by 5:31 PM, but it was delivered at 5:33 PM. I understand the frustration this delay may have caused. To address this, I have processed a refund of $2.10 for your priority fee as a courtesy for the inconvenience.

  We appreciate your understanding and value your feedback. If there is anything else we can assist you with, please dont hesitate to reach out.

  Best regards,

  Customer Answer

  Date: 07/03/2025

  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:07/02/2025

  Type:Sales and Advertising 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.

  My account was locked after my last purchase on April 12, 2025 at 5:13pm. I had surgery on 2/27 and again on 4/10, so was needing to use it more. I was surpirsed to be locked out and had been paying the annual fee. They decided to lock me out and when using the site, said they were sending confirmation to an email account I no longerhave access to - its been closed since 2021. Imagine my surprise today when my bank showed a $99 charge from instacart for the annual fee. I tried to website again and it still does not recognize me and while talking to their non customer service I again advised it has the wrong email address and of course the genius I was talking to said the only way to change it was to go to the old email address. I asked her what she would recoment if that was a work address and I no longer had access to it. She again told me that was the only way. So, they owe me for 3 months of my last subscription and a total refund from todays charge. Since this company does not care about the consumer, and there is no way to discuss or dispute without going to the website and then starts the entire ridiculous circle again. This is not related to a specific order as I was not able to place an order. I cant wait for doordash to go to grocery stores. They are good and accurate.The non CS woman said they would be refunding me for the $99 fee charged today -which I dont believe, as she was not nice about it all. She said too bad for the 3 months I had no access to the account. Believe me, after 2 surgeries close together I needed this service and got a great big goose egg. Any help or pressure you can apply would be greatly appreciated. I want to ensure I receive the credit for the annual fee as well as a credit for the 3 months I was locked out (before today). Its pretty unbelievable that they could charge me and keep me locked out.

  Business Response

  Date: 07/03/2025

  Hi ****,

  Thank you for contacting the Better Business Bureau and for reaching out regarding your account status and membership concerns. At *********, we are committed to providing an exceptional customer experience, and I sincerely apologize for the inconvenience this situation has caused.

  After reviewing your account, I can confirm that we processed a full refund of $99.00 for your membership on July 2, 2025. Depending on your bank, this refund should reflect in your account within 3 to 5 business days.

  If you have any additional questions or concerns, please dont hesitate to contact ****** here to help. Thank you for your patience and for being a valued member of the Instacart community.

  Best regards,

• Initial Complaint

  Date:07/02/2025

  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.

  Delivered 7/1/2025 ordered 2 ORGANIC BANANAS, GOT 2 CONVENTIONAL ONES. THIS HAPPENS ON A REGULAR BASIS..ORDER ORGANIC AND GET NON ORGANIC....IMPORTANT FOR ME TO EAT ORGANIC...PAID FOR A ONE YEAR MEMBERSHIP. THINK IF I ORDER ORGANIC I SHOULD BE GETTING ORGANIC. ALL OTHER FOOD DELIVERY SERVICES ARE ABLE TO DELIVER EXACTLY WHAT I ORDER. Then they tell me i have too many refunds. if the shopper would pick organic then there would be no problem. I have no control over the shopper, but me, the paying customer, gets told I have to fill out a form and MY ACCOUNT IS FROZEN FOR 48 HOURS! Why? I have NO control over the shopper/ WHY DO THEY PUT THE BLAME ON ME WHEN I HAVE NO, NO ,NO CONTROL OVER THE SHOPPER, PAY THE ANNUAL FEE, AND PAY FOR THE ORDER AND DO NOT GET WHAT I ORDER!!! The shopper needs to have the training to pick THE EXACT ITEM,ESPECIALLY WHEN I SAY NO SUBSTITUTIONS! THEN TO ADD INSULT TO INJURY THEY SEND EMAIL ADDRESS TO ****!! EMAIL...Hi ****,I'm sorry your Instacart account is locked. I understand its frustrating to not have access to your account.Fill out this secure form to request our specialized team to reactivate your account. A representative will get back to you within 48 business hours. Tec glitch and unable to send photos I took with this doc.please get instacart to stop harrasing me, check into WHY I TELL THEM THE PRODUCE WAS NOT ORGANIC. SUGGEST THEY GET MORE INFO ON THE ISSUE AND TRAIN THE SHOPPERS TO BE ACCURATE IN FOLLOWING THE ORDER, CHECK THEIR ABILITY TO READ ENGLISH.WHAT DO THEY PLAN TO CHANGE AND WHEN.??? WHY BLAME ME WHEN I HAVE NO CONTROL OVER THE SHOPPER.??? I AM PAYING THEM, HAVE A ONE YEAR MEMBERSHIP, AND PAY THE CHARGES ON MY ORDERS. I PAY AND THEY BLAME ME FOR THE MISTAKES THE SHOPPER MAKES ON MY ORDER. OTHER FOOD DELIVERIES DO NOT DO NOT DO NOT MAKE MISTAKES!!! ONLY INSTACART SHOPPERS PLEASE HELP WITH THIS ISSUE . TIRED OF DEALING WITH THEIR POLICIES OF BLAMING CUSTOMER, NOT THE SHOPPER!!!

  Business Response

  Date: 07/03/2025

  Hi ********,

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

  I understand how important it is for you to receive organic produce, and I apologize for the repeated issues youve encountered. To address this, I have applied a $10.00 credit to your account as a token of our apology for the inconvenience.

  To ensure accuracy in future orders, I recommend adding specific instructions in the Special Instructions section, such as highlighting "Only organic bananas." Additionally, you can communicate directly with your shopper via the chatbox to confirm product details during the shopping process.

  Once again, I apologize for this experience and truly appreciate your patience and feedback. If there is anything else we can assist you with, please dont hesitate to reach out.

  Best regards,

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23551093
  
  I am rejecting this response because:

  they are not addressing the CORE ISSUE....I REPEAT...WHY DO THE SHOPPERS NOT GET TRAINING ON SELECTING THE ORGANIC PRODUCE? WHY DO I , AS THE CUSTOMER, HAVE TO MONITOR THE ACTIONS OF THE SHOPPER WHO DOES NOT SEEM TO UNDERSTAND THE CODE ON ORGANIC PRODUCE STARTS WITH THE NUMBER 9.??? I HAVE PAID FOR A ONE YEAR MEMBERSHIP, AND EXPECT THE ORDER TO BE SHOPPED ACCURATELY , SAME AS ALL THE OTHER FOOD DELIVERY COMPANIES, I DO NOT HAVE TO BABYSIT THE SHOPPERS IN THE OTHER FOOD DELIVERY SERVICES. THEY ARE ABLE TO READ AND SELECT WHAT I AM ORDERING, THAT IS NOT MY JOB.  INSTACART SHOULD MAKE SURE THE SHOPPER READS THE ORDER I PLACE AND SELECT THE PROPER ITEM I REQUESTED.  ALL THE OTHER COMPANIES DO NOT NEED ALL THIS "BABYSITTING"  THEY ARE ABLE TO FILL THE ORDER ACCURATELY.  WHY DOES INSTACART THINK IT IS MY JOB TO BABYSIT THEIR EMPLOYEES AS THEY SHOP?   WHAT IS INSTACART GOING TO PAY ME TO DO THIS?? ? INSTACART CANNOT EVEN GET MY NAME CORRECT,, THEY SENT AN EMAIL TO SOME PERSON NAMED ****...WHO IS THIS **** PERSON AND WHY ARE THEY SENDING THIS EMAIL TO THEM?. DO I HAVE TO 'BABYSIT' THE ************** OF INSTACART TO CORRECT THEIR INABILITY TO SEND EMAIL TO THE CORRECT PERSON AND USE MY NAME? THEY HIDE BEHIND ALL THIS AND IT IS NOT POSSIBLE TO CONTACT THEM DIRECTLY.   AS A PAYING CUSTOMER WHY DO THEY EXPECT ME TO DO ALL THIS EXTRA WORK FOR THEM WHEN THIS SHOULD BE THEIR NORMAL FUNCTION?  I THINK THEY SHOULD CHECK TO SEE IF I AM GETTING ORGANIC AND IF NOT, I REPEAT AND REPEAT IT IS NOT MY JOB AND I HAVE NO CONTROL OVER WHAT THE SHOPPER IS DOING, SO WHY DO THEY BLAME ME?  THIS MAKES NO LOGICAL SENSE WHATSOEVER.   WHY DOES INSTACART SEEM TO REFUSE TO UNDERSTAND THIS ISSUE AND CORRECT IT INSTEAD OF PLACING ALL THE BLAME ON THE CUSTOMER?  WHAT ARE THEY DOING TO CORRECT THIS ISSUE IN THEIR SYSTEM?  AS A CUSTOMER, I EXPECT ACCURATE ORDERS, NOT ALL THESE EXCUSES AND AGAIN SUGGESTING I WORK FOR INSTACART WITHOUT GETTING PAID?

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

  Business Response

  Date: 07/08/2025

  Hi ********,

  Thank you for sharing your feedback. We sincerely apologize for the frustration youve experienced.

  We will ensure your feedback is passed along to our teams so we can take better steps to improve shopper training, processes, and overall order accuracy.

  We also apologize for the email error and any confusion it caused. We value you as a customer and are committed to addressing these issues for a better experience.

  Please dont hesitate to reach out if theres anything further we can assist with.

  Best,

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23551093
  I am rejecting this response because:it would be great if Instacart will agree to the following:.....I agree to include a message to the shopper reminding them the produce order  is ORGANIC ONLY    only if Instacart agrees to look at the sales receipt of the shopper to see if produce was organic was not ...if it was not organic when i ordered organic they will NOT PUNISH ME  for pointing out this error realizing it was the SHOPPER that made the mistake.not me as i have no control over the shopper.  Will they agree to do this? please respond to this request.  as to my order on 7/7/2025 when I ordered 18 eggs and there were THREE cracked or broken. It took me several hours to get the photo uploaded   this is their email.We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery for this order. If you had an issue with replacement items, you can avoid future issues by updating your replacement settings.f youd like to appeal this review, please fill out this form and include your case ID: [********].  I DID HAVE REPLACEMENT SETTINGS ON THE EGGS. AND provided the required photo WHY DO YOU REFUSE TO ISSUE A REFUND FOR THE 3 EGGS AS YOU CAN SEE THEY ARE BROKEN?  WHY REFUSE TO REFUND TO A LONG TERM VALUABLE CUSTOMER WHEN IT IS SO OBVIOUS? WHY DO YOU DECIDE THAT THE CUSTOMER IS ALWAYS WRONG? ETHICS WOULD SAY REFUND THE PRICE OF THE 3 EGGS. DO YOU CONSIDER YOURSELF AN ETHICAL COMPANY? THANKS FOR YOUR PROMPT RESONSE AND

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

  Customer Answer

  Date: 07/14/2025

  like to reopen claim and get refund for 3 broken eggs  approx.$1.17

  thanks so much

  ********

  Business Response

  Date: 07/15/2025

  Hi ********,

  Thank you for reaching out to us again. Were truly sorry to hear that your order included broken eggs.

  To assist you further and look into your request for a refund, could you please confirm the date of your order and the retailer you purchased the eggs from? Once we have this information, well be able to proceed with looking into this issue.

  Best,

• Initial Complaint

  Date:07/02/2025

  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 my first order via instacarts ubereats restaraunts. My driver refused to read the instructions to get to me. He messaged telling me he was outside waiting for me. I agreed to go outside and he wasn't there. I tried calling him several times and he didn't answer. He left my food in the wrong area and I never recieved it. When I called support, they told me that he followed procedure and didn't do anything wrong. I explained to 3 different support **** that he lied about where he was in the app messenger and didn't answer when I called to tell him he was in the wrong spot. I never got my food or a refund. My meal was expensive and it was a special treat. Instacart completely disrespected me as a customer and believed their lazy, lying employee. This was a horrible business practice teetering on fraud. I've attached the screenshots of our brief interaction where I tried telling him that I was out front. Once I said that, he shouldn't have delivered to wherever he was, because I wasn't there.

  Business Response

  Date: 07/03/2025

  Hi Chelle,

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

  Unfortunately, we do not have access to restaurant orders placed through **** Eats. While the order was initiated through the Instacart platform, it was fulfilled by **** Eats. For further assistance, we kindly recommend reaching out to **** Eats directly through their app.

  For additional guidance, you can find steps on how to contact **** Eats in our Restaurants *********** article here: *************************************************************************.

  We appreciate your understanding, and if there is anything else we can assist with, please dont hesitate to let us know.

  Best,

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23550574
  
  I am rejecting this response because:

  Because this order went through Instacart. Therefore making Instacart just as responsible as UberEats. 

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

  Business Response

  Date: 07/07/2025

  Hi ******,

  Thank you for reaching out again.

  We'd like to clarify that restaurant orders placed through Instacart are powered by **** Eats, which handles fulfillment, payment processing, and customer support for these orders. Additionally, **** Eats processes all payments for restaurant orders on the Instacart platform.

  For assistance with your issue, you will need to connect directly with **** Eats support through the Instacart app. 

  Best,

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23550574
  
  I am rejecting this response because: I'm seeing nothing done about this and I find it bothersome.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/02/2025

  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.

  I placed an order on 7/2/2025 through ************** and the food was taken to an address that I sent groceries to earlier. Being that I sent an order to a different address than mine earlier, I ensured I changed the address when I placed my ** ***** order. The **** driver asked me where I was and when I told her, she said it was too far and left my food with an unauthorized person. The agent said she would reimburse me for the lost order with a credit. She gave me a $15 credit instead of $46 I spent for the food. The $15 was what I paid for the groceries not the food. When I reached out to complain, the agent sent an ugly text saying the case was closed and logged off on me. When I tried placing the order again using the $15 credit, Instacart didnt honor the credit. Im out of $46 dollars for the first order and had to spend an additional $35 to place another. Im home bound and the service didnt only disappoint but they also robbed me.

  Business Response

  Date: 07/03/2025

  Hi Dymetra,

  We understand your concern regarding your restaurant order. At *********, we are committed to providing an exceptional customer experience, and I sincerely apologize for any confusion this may have caused.

  Unfortunately, we do not have access to restaurant orders placed through **** Eats. While the order was initiated through the Instacart platform, it was fulfilled by **** Eats. For further assistance, we kindly recommend reaching out to **** Eats directly through their app.

  For additional guidance, you can find steps on how to contact **** Eats in our Restaurants *********** article here: *************************************************************************.

  We appreciate your understanding, and if there is anything else we can assist with, please dont hesitate to let us know.

  Best,
  
  

• Initial Complaint

  Date:07/02/2025

  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.

  ********* had a sale going on at *********. I placed my order with the app stating there was 5 hours left for sale. I woke up to a cancellation of my order. I asked what happened and they said it was an error so it was cancelled. This is completely unacceptable because they were the ones having the sale just to tell customers it was an error. Lying to customers about item prices. there were some customers who got their order and many others with cancelled orders on a sale they were having on the app. I am requesting store credit on this app for the false advertisement and misleading customers. Totaling $115.

  Business Response

  Date: 07/03/2025

  Hi ******,

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

  After reviewing your concern, the issue stems from a glitch in the storefront for *********, where some products, including high-profile items, were heavily and incorrectly discounted. Unfortunately, ********* was unable to fulfill the orders at the offered prices, and we had to cancel the affected orders.

  We sincerely apologize for any frustration or disappointment caused by this situation. Regrettably, we are unable to apply a credit for this issue. We appreciate your understanding and value your feedback as we work to prevent similar situations in the future.

  If you have any additional questions or concerns, please dont hesitate to reach outwe are here to assist you.

  Best regards,

• Initial Complaint

  Date:07/02/2025

  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.

  Good afternoon,Reaching out in regards to ********* Order for April 14th, 2025.The Ink cartridge (HP 63 Black In) wasn't working at all and I reached out to customer service about this and was told via phone call that a refund will be processed but it never was.Can someone please refund for the total please to my original payment method? Reached out about this before and nothing was done Total: $40.05

  Business Response

  Date: 07/03/2025

  Hi *****,

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

  After thoroughly reviewing your order, we regret to inform you that we are unable to process any refunds or credits for this order. We kindly recommend returning the item directly to ********* for further assistance.

  Alternatively, you can complete an appeal form for a review using the following link: ****************************************************************. Once the form is submitted, our team will follow up as soon as possible to assist further.

  We appreciate your understanding in this matter. Please dont hesitate to reach out if there are additional concerns or questions.

  Best regards,

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23549976
  
  I am rejecting this response because:

  Ive already done this and they informed me to contact yall for a refund since I did it through yall. 
  

  Im not doing all of that. Refund/Issue Instacart credit or Im disputing with bank. Thank you. 

  
  Sincerely,
  
  ***** Ingelo

  Business Response

  Date: 07/07/2025

  Hi *****,

  Thank you for reaching out again regarding your ********* order.

  To assist you further, we kindly ask that you complete this form: ****************************************************************. This will allow us to further look into this matter. Once youve submitted the form, our team will review the information and follow up with you directly via email with an update.

  If you have any questions or need further assistance, please dont hesitate to reach out.

  Best,

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23549976
  
  I am rejecting this response because:

  No, refund me or Im disputing with bank. Thank you 
  
  Sincerely,
  
  ***** Ingelo

  Business Response

  Date: 07/12/2025

  Hi *****,

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

  After thoroughly reviewing your order, we regret to inform you that we are unable to process any refunds or credits for this order. We kindly recommend returning the item directly to ********* for further assistance.

  Alternatively, you can complete an appeal form for a review using the following link: ****************************************************************. Once the form is submitted, our team will follow up as soon as possible to assist further.

  We appreciate your understanding in this matter. Please dont hesitate to reach out if there are additional concerns or questions.

  Best regards,

• Initial Complaint

  Date:07/02/2025

  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.

  On June 13th, I ordered groceries from Instacart ******* but my order wasn't delivered, nor was there a picture left to show where the order was left, I spent around 10 minutes outside looking for it but couldn't find any order. I contacted ********* support and they denied my refund 2 times. I tried to escalate it but was still denied. I had to spend more money then intended to get the groceries myself at the store and I'm disappointed Instacart had denied me so fast without proof of delivery. The order was $22.13 and my email is ********************* my number **************. I hope I can get a refund for the lost time and money. thank you for your time and effort.

  Business Response

  Date: 07/03/2025

  Hi ***,

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

  After reviewing your order, I have processed a refund of $19.53. Depending on your bank, this should reflect in your account within 3 to 5 business days.

  If there is anything else we can assist you with, please dont hesitate to reach outwere here to help.

  Best regards,

  Customer Answer

  Date: 07/03/2025

  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:07/02/2025

  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 recently made an order delivered July 2nd from *******. the order was missing several items:1x ******* Triple ***** (3 lb)8x White Nectarine (1 ct)2x Great Value ************** Blend Green Bell Peppers, Red Bell Peppers, Yellow Onions (20 oz)1x Great Value Dark Sweet Pitted Cherries (40 oz)I tried to request support on the app but there seems to be a error in the system.Please kindly refund me for the items at your earliest convenience.

  Business Response

  Date: 07/02/2025

  Hi ***,

  Thank you for contacting the Better Business Bureau to share your concerns with us. We sincerely apologize for the inconvenience caused by the missing items in your recent order.

  We have reviewed your account and have issued a refund to your original method of payment for the missing items. You should see the refund reflected in your account.

  If you have any further questions or require additional assistance, please dont hesitate to let us know.

  Best regards,

  Customer Answer

  Date: 07/02/2025

  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:07/02/2025

  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.

  On July 1, 2025, I placed an order with Carfagnas through Instacart. I received an official email stating a $10 credit had been issued as an apology for missing items. When I tried to accept the credit, I got an error saying, Something unexpected happened, we could not redeem the coupon. This occurred across multiple devices, even after reinstalling the app and clearing cache.I contacted ********* support and spent over two hours across three *****s.The first gave no help.The second ***** spent over 30 minutes with me, then disconnected the session without cause while I was still actively waiting.The third falsely claimed the $10 credit was a makeup coupon only valid on $35+ orders, which contradicted the email I received. I provided multiple explanations and screenshots, but was still dismissed.That ***** also sent me a link that looked legitimate. After clicking it, an unauthorized order was attempted on my account from *** Wholesale, a store I had never used on Instacart. I never gave out my password. Shortly after, my account was blocked and then suspended.This goes beyond poor support. It raises serious concerns about internal security and the potential for fraud within ********** own support system. The situation was frustrating, time-consuming, and deeply concerning.What I am requesting:1. A formal investigation into my support case 2. Restoration of the $10 credit 3. Reinstatement of my account 4. A written apology and explanation 5. Confirmation of what steps Instacart will take to prevent future incidents like this

  Business Response

  Date: 07/03/2025

  Hi ******,

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

  Our Trust & Safety team has reached out to you via email. Kindly reply to that email for further assistance, and our team will follow up as soon as possible to help resolve this matter.

  We truly appreciate your patience and understanding as we work to address your concerns. If there is anything else we can assist with in the meantime, please dont hesitate to contact us directly.

  Best regards,

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23547674
  
  I am rejecting this response because:
  I have NOT received a email.
  Sincerely,
  
  ****** Rain

  Business Response

  Date: 07/07/2025

  Hi ******,

  Thank you for reaching out.

  Weve reviewed your account, and are happy to inform you that it has been reactivated. You should now be able to access it without any issues.

  If you encounter any further problems or have additional questions, please dont hesitate to reach out

  Best regards,

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23547674
  
  I am rejecting this response because: my account was disabled as a side effect of contacting support for the $10 credit i never received. I also spent over a hour with 3 support agent, immediately after which a fraudulent order was attempted to be placed on my account.
  
  Sincerely,
  
  ****** Rain