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:11/15/2024

  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.

  Im being wrongfully accused of fraudulent conduct and also being wrongly accused of having multiple people using my account..none of this true at all.I never had anyone use my account but me..and I dont have multiple devices being used..My account been deactivated without any evidence from instacart..this issue has happened several times and Im not sure how nor whos responsible for it..I dont deserve to have my account deactivated without concrete evidence in which none was presented to show proper cause this is not right at all ..instacart helps to feed my family,Ive never done anything fraudulent with instacart at allsomething needs to be done about this if possibleany and all customers i deliver to can tell you that the same person on my profile which is me has made there deliveries and no one else..this is unfair..I would never jeopardize my instacart accounttheres nothing better then instacart I take pride in working for them..this really hurts and disappointed at the same timeI work instacart in ******** area,in ********* really hoping something can be done about this..I know Im not the only one being wrongly accused of fraud etc

  Business Response

  Date: 11/19/2024

  Hi there *******,

  I understand how disheartening this situation must be for you. It's clear that you value your role with Instacart significantly, and I am truly sorry for any distress this has caused.

  After a thorough review, the decision regarding your account deactivation is final due to the reasons cited under Shopper Multiphoning Suspension. This decision is based on our Trust and Safety policies and has been made to ensure the security and integrity of our platform.

  I understand your concerns about not receiving evidence of the allegations, and while we strive to provide transparency, certain security measures are confidential. I'm sorry that we cannot provide further specifics or alter this decision.

  We appreciate your contributions and dedication while working with Instacart. If you need further assistance or clarification within our policy limits, please feel free to reach out. Thank you for understanding.

  Best regards,

• Initial Complaint

  Date:11/14/2024

  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 with ****** through the Instacart.com website for 13 items. 2 items were refunded and I was expected to receive 8 items. My order was scheduled for delivery on 11/3/2024. ***** (the delivery person) only left 3 items on my porch (Cups, paper towels and the variety pizza pack) My remaining items were not there. I checked my doorbell camera and there was nothing meaning he did not do a doorbell call, and the delivery people take a photo to show that the items are delivered. He did not, he took a photo of a house on my street which does not make sense. I immediately reached out to Instacart to report my missing items, and I placed a phone call. On 11/6 I was told they would not be refunding or replacing my items with no explanation and stated I could do an appeal. I submitted the information for the appeal, and they denied me again with no explanation or anything. $152.73 of my order was NOT delivered and this company has refused to do anything about it other than apologize and tell me they can't help. This is extremely upsetting I used a 3rd party payment (KLARNA) for my purchase, they paid Instacart in full while I am making bi-weekly payments so I have to still pay for the items even though they were not delivered to me and their incompetent delivery guy still received a tip. I am expecting Instacart to do the right thing and either reimburse me or replace the items I did not receive. I do not have that kind of money to give away this is a devastating loss for my household.

  Business Response

  Date: 11/19/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.

  I sincerely apologize for the incomplete delivery of your order. After reviewing your account, I've confirmed that a refund of $159.31 was processed on November 18, 2024. This should be reflected in your account within 3 to 5 days, depending on Klarna's processing time.

  Thank you for your patience and understanding. Please feel free to reach out with any further questions or concerns.

  Best,

• Initial Complaint

  Date:11/14/2024

  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 Tuesday 11/11 for $195 for food lion. Instacart cancelled the order and when I called to find out why they said they can push it through. What they failed to mention was that our card would be charged an ADDITIONAL $220!! Not once were we told about the additional charge and we surely didnt authorize it. Ive called and they still have no refunded the money.

  Business Response

  Date: 11/19/2024

  Hi KelleAnne,

  Thank you for contacting the Better Business Bureau.

  I sincerely apologize and understand your concerns regarding the charges you received. After reviewing your account, I can confirm that the $220 charge was an authorization hold for a new order. I apologize if you were not informed about this. The authorization hold was released on November 12th, and it should no longer appear in your bank account.

  Thank you for your patience and understanding. Please feel free to reach out with any further questions or concerns.

  Best,

• Initial Complaint

  Date:11/14/2024

  Type:Customer Service 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.

  To the Better Business Bureau,I am writing to express my frustration with the termination of my ********* services, which has caused significant inconvenience. The issue arose when a shopper left my order at the bottom of stairs near a gate, leaving it vulnerable to theft despite me working from home. Instead of addressing my concern, ********* terminated my account with no explanation.Customer service was inadequate; during a call with a manager relaying messages from the Safety Team, I encountered a lack of empathy and care. ********* failed to explain their decision, leaving me without clarity or a fair resolution. Being directed to my bank for a refund, with a wait of 7-10 business days, was both unreasonable and dismissive.I demand:1.A detailed reason for my account *************************** per *********s terms of service.3.A review of how the Safety Team managed my case.4.An explanation of why a loyal customer was treated so poorly.I request direct contact from ********* Corporate to resolve this matter. The disregard and lack of accountability Ive experienced are unacceptable.Sincerely,******** ***** Phone number: ************

  Business Response

  Date: 11/19/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.

  I sincerely apologize and understand your concerns regarding your account. Our Trust & Safety team emailed you about this issue on May 29, 2024. Please review that email for assistance.
  
  Thank you for your patience and understanding. Please feel free to reach out with any further questions or concerns.

  Best,

• Initial Complaint

  Date:11/14/2024

  Type:Customer Service 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 broke my ankle on September 28, 2024. I started to use Instacart regularly since I'm unable to walk. I used it 2 x to get groceries and had no issue. The 3rd time which was Oct. 8, 2025 ********* closed my account indicating fraudulent activity. They requested a copy of the credit card only displaying the last 4 numbers and my name and a copy of my driver's license not displaying my date of birth. They indicated that I would receive an email within ***** hours. I've called them 3 times this week because I cant walk on my fractured ankle. I'm in need of groceries and I still have heard back from Instacart. The only thing customer service is telling me is I have to wait. This is a horrible way to treat a customer and if I didn't have a fractured ankle, I would never use it. However, I'm in need of this service. I cant believe its taking a week now.

  Business Response

  Date: 11/19/2024

  Hi *****,

  Thank you for reaching out to the Better Business Bureau about your account. We apologize for the issues you've encountered, and we are committed to assisting you.

  I have escalated your account details and concern to our Fraud and Identity team. They have informed me that they reached out to you shortly with more information.

  Please respond to this email at your earliest convenience so we can resolve this matter promptly.

  Thank you for your cooperation.

  Best regards, 

• Initial Complaint

  Date:11/14/2024

  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.

  Back in September, my minor 14 year old son, ******* ******* placed a grocery store order using Instacart with his debit card, and our family Snap benefits EBT card. When placed his order he didn't understand that he also signed up for their $100 service, since ********* claims to have a special program that allows *** recipients who use their EBT card to place orders for groceries 3 free grocery orders. I found out on September 20th that all his money was taken off his card because he was charged a $100 membership from ordering a few weeks ago. I told him we will call and get this straightened out. I then called the customer service number for Instacart on Friday, September ******* to explain what happened and cancel the service and receive a refund. The guy I talked to acted as if he were apologetic, but refused to give a refund, and went on and on about how others love the service and the benefits it offers. As I continued to explain that a child placed the order and didn't know what exactly was being written in their teeny tiny, small printed rules using complicated language for a child to truly understand. I requested to speak with his superiors, and the contact info on someone above him. He refused to have me to talk with his superiors, and he claimed that he didn't know the information for corporate or anyone that could actually help. He just claimed that the option to click refund is grayed out and thats all. The most he could do is not charge my minor son a refund come next year. I even asked if they could at least refund these next 11 months, and just charge him the $9.99 for the current month. The customer service *** refused that as well. He claimed that he would have someone reach out to me in a few days, and he will put a note in regarding what happened and the fact that my son is a minor, and how this has created a *********** is now mid-November, and I have yet to receive a call, email or text from anyone at this shady company.

  Business Response

  Date: 11/19/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  I sincerely apologize for the service you received. Your subscription has been canceled, and a full refund of $99.00 has been processed. You should see this reflected in your account within 3 to 5 business days, depending on your bank.

  Thank you for your patience and understanding. Please feel free to reach out with any further questions or concerns.

  Best,

  Customer Answer

  Date: 11/19/2024

  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:11/14/2024

  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.

  Instacart is discriminating and retaliating against for the whole day today now I'm locked out of my account stating unusual activity. I have been using this same payment and never had a problem, all of this comes after I was discriminated by multiple agents today November 14 2024 when I called earlier multiple times. Now the agent have put restrictions on my account because they continued to refuse me service when I requested a supervisor. I want all my phone calls from today reviewed for discriminating actions , I was retaliated against by locking my account out of spite after multiple agents promised me a resolution they did not fulfilled. Multiple agents refused me service and retaliated then tried to bait and switch me. If yall gonna lock my account refund everything I spent since this order was unusual activity. I will be reaching out to my lawyer also for my human and consumer rights was violated.

  Business Response

  Date: 11/19/2024

  Hi there Quem,

  Thank you for contacting the Better Business Bureau.

  I'm truly sorry to hear about your experience and understand how distressing it must be to feel discriminated against and locked out of your account. Its important to us that all customers feel supported and treated with respect.

  After a thorough review, our system has determined that there was high-risk activity associated with your account, labeled as confirmed fraud under our policies. As a result, your account has been permanently deactivated, and this decision is final.

  I regret that this outcome does not align with your expectations. If there are further clarifications or information you need regarding these actions, please feel free to reach out to our support team, and we'll do our best to assist you within our policy framework.

  Thank you for your understanding, and I'm sorry for any inconvenience this has caused.

  Best regards,

   

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22556498
  
  I am rejecting this response because:
  What fraud did I do? Stop trying to charge my card without my knowledge that's fraud still today yall charging my card
  Sincerely,
  
  Quem *****

  Business Response

  Date: 11/21/2024

  Hello Quem,

  Thank you for reaching out to the Better Business Bureau.

  I am genuinely sorry to learn about the issues you've encountered and recognize the seriousness of feeling unfairly treated and excluded from your account. Importantly, I'd like to add that no additional charges have been processed on your account since the deactivation. Ensuring every customer's support and respect is a priority for us.

  Upon detailed examination, our records have flagged considerable high-risk activity linked to your account, categorizing it as confirmed fraud in line with our policy directives. Consequently, the deactivation of your account is permanent and stands as a definitive measure.

  I regret any disappointment caused by this resolution.

  I appreciate your understanding and apologize for any discomfort this situation may have inflicted.

  Warm regards,

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22556498
  
  I am rejecting this response because:
  Stop charging my account 
  Sincerely,
  
  Quem *****

• Initial Complaint

  Date:11/14/2024

  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 scheduled a delivery through the ****** app who contracts the order to instacart. Instacart can not fulfill the order because none of the shoppers will take the order. ********* has already charged my *** account and bank account for that order. If I cancel the order it could take 10 business days to have my accounts reimbursed. I'm disabled and can not leave my home. I have no other way to get groceries. I do not have family or friends to help me. I have a very limited income. How am I supposed to feed myself if instacart shoppers refuse to fulfill my order and my accounts are in limbo? I've contacted both ****** and instacart many times and they have no solutions to my problem. All they can tell me is it's up to the shoppers. If their shoppers are able to refuse the orders how are they able to schedule orders? Both ********* and ****** entered an agreement with me by accepting my order now they're renigging on that agreement. How is this legal?

  Business Response

  Date: 11/19/2024

  Hi Hila,

  Thank you for contacting the Better Business Bureau.

  I sincerely apologize for the incomplete delivery of your order, which was canceled due to a shortage of available shoppers in your area at the time. I have applied a $10.00 credit to your account for the inconvenience. This credit will automatically be applied to your next order with us.
  
  Thank you for your patience and understanding.

  Best,

• Initial Complaint

  Date:11/14/2024

  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 have reached out to ********* agents through chat on several occasions and I am not getting any where. I am being told that a different department will be reaching out to me for over a month now and havent heard or received an email yet. There is multiple accts in my name which needs to be deleted. I only have one account so at this point I feel as if my information has been compromised and would like for those accts to be deleted from there systems. No agents at ********* if taking my concern serious and I need some type of action to take place.

  Business Response

  Date: 11/19/2024

  Hi Dariale,

  Thank you for contacting the Better Business Bureau.

  I sincerely apologize and understand your concerns about the possibility of multiple unauthorized accounts. I'm happy to investigate this further for you. After verifying your email, I do not see any duplicate accounts. Could you provide more information regarding the suspected duplicate accounts?
  
  Thank you for your patience and understanding. Please feel free to reach out with any further questions or concerns.

  Best,

   

• Initial Complaint

  Date:11/14/2024

  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.

  Yes this error message on this app. I need to do something as simple as change the number. Old number **********.

  Business Response

  Date: 11/19/2024

  Hi ********,

  Thank you for reaching out to the Better Business Bureau regarding your account. We apologize for any inconvenience you faced while attempting to change your phone number.

  Upon review, it appears that the phone number provided is not currently linked to the shopper account associated with the email address ****************************. To update your phone number, please complete the form here: **********************************************************************.

  If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Thank you for your understanding and cooperation.

  Best regards,