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:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 5th, I placed an order with Instacart, which was delivered to the wrong address. I contacted customer support immediately, but they claimed they couldn't resend the order due to a system fault and advised me to reach out later. The following day, I was assured that a refund was being processed and would take 5-10 days. After waiting 10 days without receiving it, I reached out again on October 15th. I was told there was a system issue, and I would absolutely receive the refund within another 5-10 ********, on October 22nd, after another 20 days and still no refund, I contacted customer support once more. This time, I was informed that my account is under review and that I should reach out later. I find it unacceptable that after being promised twice that I would receive a refund, I am now being given vague responses and told my account is under review without any definitive resolution or timeline. Instacart's repeated delays and lack of clear communication have caused significant frustration. I am seeking the refund they promised but have yet to deliver, along with an explanation for the ongoing issues.

  Business Response

  Date: 10/26/2024

  Hi ******,

  Thanks for reaching out to the Better Business Bureau.

  I do apologize for the inconvenience this has caused you. The order has already been refunded. You can view this on your Instacart digital receipt online or in the app. Please let us know if you have any other questions or concerns. 

  Best,

• Initial Complaint

  Date:10/22/2024

  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 went to place an order with Instacart, and upon checkout, I was offered a free trial of their Plus membership. I signed up for it, assuming it was genuinely free. I placed my order and changed the delivery address. After waiting for a while, I noticed the food was being sent to the wrong address. The link in the email wasnt working, so I had to call in. Since there was alcohol in the order, they couldnt modify the address after processing, so the order had to be canceled.When I called, I discovered that multiple accounts were linked to my email, which seemed strange. They advised me to delete and reinstall the app. While that was odd, I also asked to cancel the trial membership, but I was told that I couldnt cancel it, though they could disable auto-renewal. After speaking with three different people at the company and being promised it would be handled in two days, nothing was ever resolved.Its outright fraud. I canceled the order the same hour I placed it, but they said they couldnt cancel the membership, which is paid for a year in advance. Not only did I not get the order due to their software issues, but I was also offered a free trial in error because I already had an account. Despite this, they refused to refund the $100. I even provided a screenshot showing that the free trial was supposed to cancel, but they ignored ***** planning to dispute this with my credit card company and report them for these shady practices. It feels like theyre violating consumer protection lawsits malicious and predatory. Their customer support has been almost non-existent. I was told the issue would be resolved in two days, but nothing has happened. I would avoid this company at all costs.

  Business Response

  Date: 10/27/2024

  Hi M,

  Thanks for contacting the Better Business Bureau.

  We would need more information from you to further investigate. Please confirm your full name and address associated with your account.

  Based on the screenshot you provided, you have 13 days left in your trial. After the 13 days, you will be charged for the membership based on your renewal settings. If you see charges in your bank account, please send a screenshot of the charges. 

  Best, 

• Initial Complaint

  Date:10/22/2024

  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.

  On October 22, 2024, I placed a grocery store order through Instacart. Unfortunately, I had issues with multiple items in my order, including a health/safety issue and wrong items. I have multiple photos, but was only able to attach one photo to this complaint showing my produce (brocollini) not bagged and sitting directly on top of the raw chicken and receipt. The shopper did not package the groceries correctly and purchased incorrect items. I reported this to Instacart and received an email stating that they could not issue a refund, replacement, or credits for this order (which I do not understand, since there were legitimate issues with this order). I filed an appeal and sent photos as evidence of my issues and I have not heard back from them. I would like a refund on the items I found issue with. This is very disappointing and I hope to receive the proper resolution soon.

  Business Response

  Date: 10/26/2024

  Hi there Sierra,

  I'm truly sorry to hear about the issues you encountered with your recent order. Its understandable to be concerned when health and safety issues like these arise, and I apologize for any frustration caused by the initial response.

  We have acknowledged and resolved several issues with your recent order, including packaging concerns with the broccolini and other items.

  Order Issues:
  - Broccolini
  - ****** ****** Wild Caught Sockeye Salmon Fillets Value Pack
  - ****** ****** Wild Caught Peeled & Deveined Argentina Shrimp
  - ****** Fresh Boneless Skinless Chicken Breasts
  - ****** ****** PH 9.5+ Alkaline ************** With Electrolytes
  - Nature's Way Doing Best Russet Potato Bag

  A refund of $38.34 USD has been issued to your original payment method. Please check your statement to confirm this adjustment.
  Additionally, we've added a $10.00 USD credit to your account as a gesture of goodwill, which you can use for future purchases. This credit is valid until January 20, 2025, at 5:33 PM EST.

  Your concerns have been noted, and were using this feedback to enhance training and practices to prevent similar issues in the future.
  
  Thank you for your understanding and cooperation.

  Best regards,
  

  
  

  Customer Answer

  Date: 10/26/2024

  Dear Better Business Bureau and Instacart,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you for your prompt response and for addressing the issues with my recent order. I appreciate the refund and the additional credit, and Im glad to hear that youre taking steps to improve training and practices.

  
  

  Your attention to this matter reassures me as a customer, and I look forward to having a smoother experience with future orders. Thank you again for your support.

  
  

  Sincerely,

  Sierra *********

• Initial Complaint

  Date:10/22/2024

  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.

  On Oct 14th i made an order on Instacart for $38.76 from my EBT + $2.79 fee that came from my credit card.. Initially i had purchased 4 item, But after thinking i decided to cancel one of the items (Chicken Thighs) and was instantly refunded back to my EBT. I spoke to a customer *** on chat i believe the next day asking why wasn't i refunded after i put in the refund and its saying on your website it was refunded. She said i would've been refunded the next day at the end of the day. Following day comes and still no refund. I decided to call in to instacart and spoke to a woman inquiring about my refund. She said she could see it was initiated but wasn't processed and she would send it up to a higher team to investigate.. Maybe 2 days passes and still no refund. No i am getting really mad because Instacart is taking me for a fool. Called in a again spoke to a gentleman explained the situation requested a supevisor this time and none was available, however a call back was requested. 2 days passed, no call back from a supervisor. I called in maybe 2 more times requesting a supervisor, they could see all interactions and yet still no supervisor is available to take my call and resolve my issue. Instacart is playing games and im not the one to be played with when it comes to not having enough to buy food.. I will be making a complaint to New York State EBT about this issue also..

  Business Response

  Date: 10/28/2024

  Hi ******,

  Thank you for contacting us today. Im sorry for the issues you encountered with your refund and for the lack of communication to your concerns. 

  I can confirm that the refund was processed back to the *** card on file ending in 9413 on October 14th. Occasionally, it can take up to 7-10 business days for account balances to update. If you haven't received this refund by the end of the business day on October 28th, please follow up here, and we'll investigate further.

  Thank you for your patience and understanding.

  Best regards,

  Customer Answer

  Date: 10/28/2024

  Stop playing games with me and refund me back my money , you peoples really going to let me get drastically inclined  reporting you to others agencies and you could close the ********* account because i will never use it again, give me back my money..

  Business Response

  Date: 10/31/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.
  

  I fully understand how frustrating this situation has been for you, and I sincerely apologize for any inconvenience caused. As a token of our apology, I have processed a full refund of $28.37 to your EBT card, which should appear within the next hour. Additionally, a refund of $2.97 has been issued to your debit card, though please note that this may take 3 to 5 business days to reflect in your account, depending on your bank's processing time.
  

  Thank you for your understanding and patience.

  Best,

  Customer Answer

  Date: 10/31/2024

  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:10/22/2024

  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.

  I use ******************* and Drug to buy my groceries. They use Instacart to have groceries delivered to people in my community. My complaint is about ********* and NOT about *******. I placed an order on October 8th. I gave the shopper a 15% tip. When my order was delivered, I received someone else's order, and only 2 items that I actually ordered. I talked to ******* customer service and they told me to contact *********. I did. ********* would only refund the items I actually ordered and didn't receive. They would not refund items the shopped charged me for that I did not order. And they would not refund the 15% tip that the shopper, in my opinion, does not deserve. I was told I would get my refund in 5-10 business days. I waited 11 business days, October 21st, and no refund was given. I called Instacart again and they shunted me off to *******. *******, in their kind and generous way, not only give me a refund for all the items from that order, but they also gave me an in-store gift card. ********* refused to take any responsibility for the refund or for their shoppers. They should be shut down. I looked at other reviews about *********, there was not 1 positive review about the company.

  Business Response

  Date: 10/26/2024

  Hi *******,

  Thanks for contacting the Better Business Bureau. 

  We do apologize for the inconvenience this has caused you. I'm very sorry that the service by your personal shopper was disappointing. ********* prioritizes quality, and we want you to always receive stellar service. We reviewed your order. You placed your order directly through our retailer's website. We partner with ****** Customer Connect to refund/credit our customers.  Please reach out to General Kroger Number: ************** ***************) to receive any additional  refunds. Please let us know if you have any other questions. 

  Best,

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22458928
  
  I am rejecting this response because:
  ******* should not have to refund my money for your shopper's incompetence. They did. And they gave me a gift card too. You have shirked the responsibility that should be yours to refund my money and to teach your employees the quality you seek. If you look at the review you have on your company, they are all negative. There is not one positive review. If you are all about quality, you are not standing up to that characteristic. Put the money you did not refund to me and to other's across the country to training your employees and your customer service personal.

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

  Business Response

  Date: 10/30/2024

  Hi *******, 

  Thank you for following up with us about your order. I understand the situation is absolutely unacceptable, and I apologize for the inconvenience it has caused.

  We have addressed the issue with the shopper directly to ensure it doesn't happen again. Quality is incredibly important to us, and we want you to always receive stellar service.
  As we partner with ******* to facilitate their delivery program, they handle the payment for this type of order.

  Regarding the delivery issue with the shopper, I have unpaired you from them, ensuring they won't shop or deliver for you in the future.

  If you have any other questions or need further assistance, please let us know.

  
  Best regards,

  Customer Answer

  Date: 10/30/2024

  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:10/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to have an auto service completed. I paid for the service with my personal card. The store was not able to complete my service and had to issue a refund. By mistake, I tapped the return payment onto Instacart shopper payment card. I also shop for *********. I was not completing a shop at this time. I have followed up with Instacart several times for the refund of my money which is $85.83. They have advised they are not able to help me.

  Business Response

  Date: 10/26/2024

  Hi there *******,

  Thank you for contacting the Better Business Bureau. 
  
  I'm really sorry to hear about the difficulties you're experiencing with your refund. I understand how important it is to have this resolved promptly.

  After reviewing your case, I can confirm that there were two attempted deposit transactions on October 21st at 7:45 pm, which were denied and not credited to your Instacart shopper card. This card is designed to only function during active shifts, which means refunds to this card must be handled differently.

  Unfortunately, because the refund was not transferred to your shopper card, you'll need to return to the store where the service was performed. They can assist in reissuing the refund to the correct payment method. I apologize for any inconvenience this may cause.
  Thank you for your patience and understanding.
  
  Best regards,
  

  
  

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22455937
  
  I am rejecting this response because:

  i have been back to the store ******** on October 21st, 2024. I spoke with the store manager whos card Ive attached. 
  The store did attempt to do a refund and it was denied by the Instacart payment card. 
  I have attached the screenshot for this as well. 
  as per the attached screenshot, the Instacart payment card is only active during a shop. 
  the returned funds need to come from Instacart. 

  I would believe that when your accounting team balances the books, a cheque should be issued in the amount or return the funds as a payout to my account. 
  

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

  Business Response

  Date: 10/29/2024

  Hello *******,

  Thank you for reaching out to the Better Business Bureau.

  I'm sorry to hear about the trouble you're experiencing with your refund. I understand how crucial it is to resolve this matter swiftly.

  After reviewing your case, it appears there were two unsuccessful attempts to deposit funds on October 21st at 7:45 pm, which were not successfully applied to your Instacart payment card. Since this card only functions during active shifts, any refunds need to be processed differently. Unfortunately, the refund was not successfully transferred to your Instacart payment card.

  To resolve this, please visit the store where you received the service, as they can help reissue the refund to the proper payment method. I apologize for any inconvenience this may cause.

  Thank you for your patience and understanding.

  Best regards,

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22455937
  
  I am rejecting this response because:

  again, I did visit the store and attempted to try the refund which is where the two unsuccessful attempts were made. 
  as per the store, this can not be done at the store. 
  I have attached the business card previously from the store manager. 
  please provide another solution as the one that you keep recommending is not working or possible. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 11/11/2024

  Hi *******,

  Thank you for getting back to us today. I understand how frustrating this situation can be.

  Since the payments were declined, there is no charge to refund from our end. We can only reimburse you if you've used personal funds for a customer's order due to issues with your Instacart payment card. Please note that Instacart doesnt reimburse shoppers for:

  - Parking tickets and fees
  - Tolls, unless stated during the batch acceptance phase
  - Gas and mileage
  - Purchases made with an unapproved payment method (e.g., EBT, store credit, gift card, or cash)
  - Online Pay orders
  

  I apologize for any inconvenience this may cause. Thank you for your patience and understanding. If there's anything else you need or any way we can assist you further, please let us know. We're here to help.

  Best regards,

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22455937
  
  I am rejecting this response because:

  there is no solution being provided. 
  they are telling me basically tough luck they cant do anything?  
  they need to issue a cheque for the refund. 
  im not sure why coming up with an actual solution is so difficult. 
  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 11/13/2024

  Hello *******,

  Thank you for reaching back out to the Better Business Bureau.

  I'm sorry to hear about the trouble you're experiencing with your refund.

  Just to confirm the details, you paid for an auto service using your personal card. However, you picked the wrong refund method to go to your card after service could not be completed. Since the card is not active during shifts, the refund could not be processed. 

  Is the store not able to send it back to the original payment method?

  Please send a receipt showing a successful refund was processed directly to the Instacart card for us to further investigate.

  Best,

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22455937
  
  I am rejecting this response because:

  hello,

  I have attached a copy (in two screen shots) of the return receipt from ******  

  I have highlighted the portion where they show the last four digits of the card where the return was processed to  

   

  I have also included screen shots from my Apple Pay wallet showing the return was processed to the card and the last 4 digits of the card are the same  

  the return date and amount both correspond with the information on the receipt  

  I have already been back to ****** and they have advised they are unable to process the return as its already been processed  

  you can see on the screen shot at the top where ****** made the attempt to take back the refund from the Instacart card and it was declined  

  The store manager had given his business card which I attached previously   

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

• Initial Complaint

  Date:10/21/2024

  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.

  I contacted the business in June of 2024 regarding being charged for a subscription that should have been canceled when fraud was detected on my account on 5/30/2024. I contacted them to ensure my membership had been canceled and to canceled any remaining membership from mine or my account wifes account as we didnt use the membership anyway. I still got charged from June-September. When I called in September that advised nor my wifes account or mine had a membership and so there was nothing they could do and told me to contact my bank and dispute as fraud and so I did that. Now in October after I had to go through the hassle of canceling my debit card and getting another they then charged my wifes card. We contacted instacart again and they magically found an account and canceled the membership and refused to provide any other credits even though they blatantly lied and stated that neither of our accounts had a membership. I called once more on 10/19/2024 at 8:34 and was on the phone for an hour with a very disrespectful, unprofessional representative. She REFUSED to escalate my call after being on the phone with her for an hour and asking for supervisor 20+ times. Towards the end she finally said she would get me to one place me on a short hold then came back and said no one was available and that I could do a call back. I told her I would like to wait instead of getting a call back which she refused to let me do. Finally at the end of the call I accepted a call back in which the disrespectful agent did not insert and I never received a call back. I want someone higher up in the company to review the hour long phone conversation that I had with this representative and to call me back and speak with me professionally.

  Business Response

  Date: 10/26/2024

  Hi there *******,

  Thank you for contacting the Better Business Bureau. 
  
  I'm truly sorry to hear about the frustrating experience you've had with your Instacart subscription and customer service interactions. It's disappointing to face such challenges, especially when you're seeking resolution for an ongoing issue.
  
  We have thoroughly reviewed your recent call with our representative and sincerely apologize for the inconvenience you encountered. I'm sorry for the frustration it has caused.

  It appears there was a mix-up regarding your and your wife's accounts, leading to charges despite your efforts to cancel the memberships. We've escalated this matter for further review to prevent such issues in the future.

  Your request for a higher-level review of the phone conversation has been acknowledged. I'm sorry for any inconvenience this might cause, but unfortunately, our team is unable to place outgoing calls. However, were here to assist you with any concerns or issues you may have via email or online support. 
  
  We are committed to addressing service shortcomings and ensuring you receive professional and respectful communication.
  Thank you for your patience and understanding as we work to correct these issues. 
  
  Best regards,
  

  
  

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Instacart locked my account for some reason, and now I can't log in. But you also can't contact support unless you log in...

  Business Response

  Date: 10/26/2024

  Hi there,

  Thank you for reaching out and submitting your complaint to the Better Business Bureau. Were here to help resolve this issue promptly.

  It seems that the phone number provided doesnt match the details we have on file for your account. Could you please verify your contact information, including your full name, email address, and any other relevant details? This will help us locate your account and address your concerns more effectively.
  Please rest assured that we take your privacy and security very seriously, and this verification step is crucial for protecting your account with us.
  Once we have the correct information, we will promptly proceed with reviewing and resolving your concern. Feel free to reach out if you have any further questions or need assistance.
  Thank you for your understanding and cooperation.

  Best regards,
  

  
  

• Initial Complaint

  Date:10/21/2024

  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.

  My account was hacked threw their system have been waiting for my EBT card to be refunded over 6 months was sent a email that said my card would be refunded more than once but had not keep putting in tickets to escalate the issue have over 15 tickets my account info has been compromised and orders have still been made under my info have contacted them numerous times threw email and phone customer service is horrible no one never notes accounts and supervisor ****** was horrible very rude if this is not resolved in the next two weeks I will be pursuing legal action

  Business Response

  Date: 10/26/2024

  Hi there,

  Thank you for contacting the Better Business Bureau. 
  
  I'm truly sorry to hear about the challenges you've faced, and I understand how distressing this entire situation has been for you. We are committed to resolving these issues and ensuring your account security and satisfaction.
  
  Refund Details:
  - For your order from Publix on May 21st, a refund of $104.44 USD was issued to your *** card.
  - For your order from Food Lion on May 19th, a refund of $19.46 USD was also processed to your *** card.

  *** refunds are processed on the same day and reflected on your card. Please note that these will adjust the original charge amounts rather than show up as separate line items, which may vary based on the *** resource in use.

  We acknowledge and deeply regret the inconvenience caused by the breach of your account. Securing your account is our top priority, and we recommend closely monitoring your transactions for any discrepancies. We kindly ask you to review your *** charges from the original date to confirm that the amounts have been credited back accurately.

  I apologize for any unsatisfactory interactions with our customer support. This feedback is important and will be used to improve our service and ensure accountability.

  Thank you for your patience and persistence.
  
  Best regards,
  

  
  

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22453541
  
  I am rejecting this response because: for one this is the wrong order the order that I waiting on was made in a different state ************** and the refund amount was ****** y'all said my card was locked it was not I contacted *** they said y'all are putting the incorrect merchant code in the same day this order was made I contacted instacart y'all were supposed to close my account but y'all did not so my info was hacked on to many other instacart accounts I'm still receiving emails about other people account under my in for orders made in different states my next step is to take legal action 
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 10/30/2024

  Hi *******,

  Im sorry to hear your account was hacked and the unfamiliar charge on your account.Please fill out this secure form with more information about the charge. Our Fraud & Identity team will investigate and reach out to you directly within ***** business hours. If you cant access the form, clear the cookies on your browser and then click the link again. That should resolve the issue, but let me know if it doesnt. 

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

  Best,

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22453541
  
  I am rejecting this response because: I have filled that form out 5 times and will not do it again y'all business and customer service is horrible and I'm done going back and forth I will be pursuing legal action at this point 
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:10/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Instacart delivered $170 of steaks to my house but did not hand them off, it was left at door. No one knocked or rang the bell. Wild life ate all the steaks. I immediately upon noticing they were left. Called,Emailed and chatted with instacart support team. I was told ******** times as long as I sent a picture to support, Id get my refund. Now 3 weeks later I received an email saying they would not refund me. I have screenshots of all the emails and chats and of my call (date, time and length) .

  Business Response

  Date: 10/25/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.
  
  I sincerely apologize for the inconvenience this has caused and understand how frustrating it can be. We take these matters very seriously and want you to feel valued as our customer. I have processed a full refund of $107.94 for your order. This refund will appear 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,