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:10/19/2024

  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 Oct. 4, I placed an order through Instacart. My order was delivered after 3 or 4 hours. Due to their poor management, all frozen items are damaged and can not be used. I requested a refund for these items and they declined. Because I also requested a refund for another order, which I waited for 2 hours and get nothing.

  Business Response

  Date: 10/25/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.
  
  I sincerely apologize for any inconvenience this has caused and understand how frustrating it can be. As a one time courtesy I have processed a full refund of $27.38 for your damaged 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,

• Initial Complaint

  Date:10/18/2024

  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.

  This is the second time an item was available and they mark it unavailable. I asked them to fix the problem or refund my order. They were unable to help me in this regard and gave a minimal credit of 5.00 on my account.

  Business Response

  Date: 10/24/2024

  Hi Khadeejah,

  Thank you for contacting the Better Business Bureau.
  

  I apologize for any inconvenience this may have caused. Our team is continually updating the inventory to reflect current stock levels. I see that you placed another order on October 18th, where you received the previously out-of-stock item. As a gesture of our apology, I've refunded the $7.99 service fee and applied a $10.00 credit to your account. This refund will be reflected within 3 to 5 business days, depending on your bank.

  Thank you for your patience and understanding.

  Best,

• Initial Complaint

  Date:10/18/2024

  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.

  In April 2023, I ordered a perfume through ********* and selected the leave at the door delivery option. I suspect the perfume got stolen after the delivery person delivered it, as I never received it. I contacted ********** customer service team, and one representative offered to send a replacement delivery the following day and refund me the $50 coupon I applied. However, the next day, I received an email from their ************** team stating that my account was locked. The team requested proof of my identity and evidence that I was not making fraudulent claims, which I provided to them. Examples include a screenshot from **** and my work check-in time that shows I was at work during the delivery time to back up my claims).Despite providing them with the requested information, ********* kept my account locked. They also updated their policy to say, You accept complete liability for orders left unattended after delivery if you choose the leave-at-door option and require a signature and ID for high-value items. I eventually called customer service regarding my issue. The representative told me they could not process a refund due to this accounts locked status, and there was a note indicating they could not unlock the account for any reason. They mentioned that the reason for the account lock was too many returns, though, to my knowledge, I had only made one return in the past. She told me I could create a new account, which I did. However, soon enough, Instacart also promptly locked that one.Since then, I have stopped using Instacart due to a lack of trust. Recently, I discovered that Instacart is on my Delta account. I spoke to customer service on social media regarding this, but since the account was locked, they could not unlink it for me. Hence, I requested through *********'s online form to have my data deleted. A few weeks after my data deletion request, ********* responded they could not process my request for legal or security reasons.

  Business Response

  Date: 10/24/2024

  Hi there,

  We hope this message finds you well. Upon reviewing the information you submitted to the Better Business Bureau (BBB), we noticed that your phone number does not match the details in your Instacart account. Unfortunately, we are unable to proceed with your request until we have verified the correct information.

  We have already attempted to reach out to you via email to obtain accurate details. Please check your inbox at your earliest convenience and respond promptly so we can resolve this matter efficiently.

  Thank you for your understanding and cooperation. We look forward to your response.
  Best regards,

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22441519
  
  I am rejecting this response because:
  

  I recently replied to Instacart but have not heard anything back yet. I am uncertain how long it may take to hear back from it. Hence, I would like to keep this case open. 
  

  Sincerely,
  
  Salsabil Kamal

  Business Response

  Date: 10/29/2024

  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. 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,
  

  
  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22441519
  
  I am rejecting this response because:

  I have replied to ***************************** recent email and look forward to hearing from them :)
  
  Sincerely,
  
  Salsabil Kamal

• Initial Complaint

  Date:10/18/2024

  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 order food through ***** and they contract with ********. Instacart has constantly delivered frozen food that is partially thawed. I have requested to shop frozen last and they continue to shop first and put in an insulated bag, so they say. I am tired of opening frosted food from being partially thawed from poor shopping. I have complained directly to instacart repeatedly and reported shoppers, but they continue to not practice safe food handling. They are not trained and instacart takes no responsibility when that is their primary purpose. They blame it on an outdated system and no training. In the mean time I am stuck with frosty food and a stomach ache!

  Business Response

  Date: 10/24/2024

  Hi *****,

  Thank you for reaching out to us. Im really sorry for the issues you encountered with your order.

  This certainly isnt the level of service we strive to provide at Instacart. We require all our shoppers to use insulated cooler bags to ensure food items are kept at the correct temperature.

  Could you please provide us with more details about the items that were partially thawed? Once we have that information, we'll work quickly to resolve this for you.

  Thank you for your understanding, and we appreciate your patience.

  
  Best regards,

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22441422

   

  
  
  I am rejecting this response because :
  Oct 15 & Oct 17 cancelled orders 17th was worst calling me a B and told me to get off my a** 

  Sincerely,
  
  ***** Peirce 

  ********** rewards number and phone number should you need additional information. You should be able to find in orders and calls made regarding 

  Business Response

  Date: 10/25/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.
  
  I'm truly sorry for the repeated inconvenience you've experienced with your orders. It's concerning to hear about the issues with food safety and handling, and I apologize for any distress this has caused.

  We expect our shoppers to use insulated cooler bags and follow safe food handling practices to ensure frozen items remain properly stored during delivery. It's clear we need to address these concerns effectively to prevent future occurrences.

  Could you please verify which items were damaged in your order? Having this information will help us take prompt and corrective action to resolve the issue and ensure better service in the future.

  Thank you for your patience and understanding, and please rest assured that we are committed to making this right.

  Best regards,

• Initial Complaint

  Date:10/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on a waiting list to start shopping for Instacart for 6+ ********* friend signed up two days ago, with no wait list and is now a shopper for them, in the same area that I live. As a resolution I am asking to be put on as a shopper immediately. They refuse to provide a resolution for the issue.

  Business Response

  Date: 10/24/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.
  

  I apologize for any inconvenience this may have caused. Unfortunately, there is no specific timeframe for the waitlist. We can not automatically remove shoppers from the waitlist. Shoppers are selected randomly, and once a spot becomes available, you will be notified via email and the app.

  Thank you for your patience and understanding.

  Best,

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22440330
  
  I am rejecting this response because: the person that I know signed up a WEEK ago and did not get put on the waitlist but was instantly approved and we live in the same zip code, and I have been on the wait list for 6+ months. I have not nor ever received an email for openings. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 10/29/2024

  Hi *******,

  Thanks for reaching back out to the Better Business Bureau.

  We understand your frustration regarding this issue. As our customer base grows or shoppers leave the platform, well start onboarding again. Youll receive an email once you are released from the waitlist. Then you can finish your onboarding and start shopping.Once you are released from the waitlist, you have 1 week to complete your onboarding. Please keep an eye on your email. Unfortunately, there is no further action we can take at this time.

  Best,

• Initial Complaint

  Date:10/18/2024

  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.

  As a long-time customer of Instacart (10+ years), I am officially done. What was the cause of this? After trying to cancel my Instacart+ membership (after seeing no value in the prior year), this cancellation did not process. I did not find this out until after I placed an order via Instacart. I didn't notice any Instacart+ details, as I paid the 'priority fee' of $3. After I experienced this, I reached out to *********'s customer service. What started off as a smooth experience, ended almost an hour and half later, with me going back and forth with multiple **** about the experience.They informed me that because I placed ONE order under my account (which still had Instacart+ active, though I canceled it out), I'm not entitled to receive a refund for the $99/year membership... that is correct, ONE order of $35. I tried multiple times to explain to them that I tried canceling but it didn't go through. I was essentially told that I should've tried harder, even though me reaching out, were my efforts in trying. I was told that the 'system won't allow them to refund me' - which is mind-boggling as the system then, takes prescendence over a customer's experience. I knew that ********* has declined over the years, but this was my final straw. By far the worst experience I've ever had with a company, especially one that I gave years of funds to. I have further looked into customer experiences on various sites (like BBB) and forums and Instacart is proving to be a scam. I feel for the elderly that may have been taken advantage of, so this review if not only for me, but for those that may not have the energy to give to writing their experience about Instacart's awful ********** is clear that because Instacart isn't doing well financially, they are essentially finding ways to scam customers into paying a ridiculous fee after placing one small order, not knowing that the subscription was still active. A fault to their own system but unwilling to acknowledge this. SICK.

  Business Response

  Date: 10/24/2024

  Hi ****, 

  Thank you for reaching out to us today. I'm sorry to hear that your experience hasn't met expectations, and I apologize for any inconvenience this may have caused.

  I've processed a full refund of the membership fee. It should reflect in your account within 5-10 business days, depending on your financial institution. 

  If there's anything else I can do to assist you, please don't hesitate to let me know.

  
  Best regards,

   

• Initial Complaint

  Date:10/18/2024

  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.

  On Oct 17 at 5:40pm, I placed an order for over $150 worth of food + their service fees and delivery charges. I paid $6 for it to be delivered by 7:39pm. The order was shopped, checked out, and then marked complete. It sat there in that state perpetually - with the order time randomly but consistently getting pushed back. So I reached out to the shopper via chat. He didn't respond. Then suddenly my order went from complete to "started shopping" to immediately complete again. Then it went back to started shopping status. At this point, I had already waited 3 hours for the order. Then I contact their support. I get transferred multiple times and told each time that this person is the person who can help me. I tell them my issue and their solution was to "wait". Then they tell me they see "I requested a reschedule", which I did NOT. Then I was told to wait some more. I then asked for compensation and was told there's nothing they can do, that they "understand my concern" and I should be patient and wait longer. After probing for how the company handles when they make a mistake, I finally was offered a coupon for free delivery for a future order. This requires that I spend more money with the company. That's unethical. No competent business has no procedure to compensate their customer when said businesses make a major error. I spent so much time waiting and trying to figure out what was going on, so much time on the chat for nothing. I spend SO MUCH MONEY patronizing this company, and it's clear that they have no gratitude only greed. This company is awful to its customers and its low-level employees. They should be ashamed.

  Business Response

  Date: 10/24/2024

   Hi *********,

  Thank you for reaching out about your order. I sincerely apologize for the issues you encountered. Quality is important to us, and we want you to always receive stellar service.

  Due to the inconvenience, I have refunded both the service fee and delivery fee to the card on file. The refund should reflect in your account within 5-10 business days. Additionally, the shopper from your original order has been unpaired from your account due to this inconvenience.

  Thank you for your understanding, and if there's anything else we can do for you, please let us know.

   

  Best regards,
  
  

  
  

• Initial Complaint

  Date:10/17/2024

  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 placed an order on October 16th from Publix using the Instacart Platform. In my order were 2 bottles of *************************************** They were **************************************************************************************************************************************** my money back! The bottles cost ***** tax and all (***** oil + 2.59 tax) Keeping my funds for product not received is outright theft! Please give me my refund!

  Business Response

  Date: 10/24/2024

  Hi Thearica,

  Thank you for contacting us today. I'm sorry to hear that you had missing items in your order.

  A refund for these items, totaling $31.09, has been processed back to the card on file. You should see it reflected in your account within 5-10 business days, depending on your financial institution. An email has also been sent to you detailing this information.

  We appreciate your patience as we worked to resolve this issue.

  If there's anything else we can assist you with, please let us know.

   

  Best regards,
  
  

  Customer Answer

  Date: 10/26/2024

  Better Business Bureau:
  
  Thank you for doing what was right!  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:10/17/2024

  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 signed up for ********* and used them once. When signing up I first wanted to take advantage of the 2 weeks free offer. I hadn't agreed to monthly billing of $9.99 or their $99/yr since I didn't know if I would like them, their fees, upcharges, and service overall. There was a 2 week FREE offer so I figured that would work for me to test them out. While the delivery was good, I found another service for far less money. Two weeks later ********* took $99 out of my bank account without my authorization. The bank notified me and blocked any and all use of my bank card. I called instacart and they advised me that I had selected the annual $99/yr fee. I was furious that they took it upon themselves to chose that program, I absolutely had NOT.

  Business Response

  Date: 10/24/2024

  Hi *****,
  
  Thank you for reaching out to us today. I sincerely apologize for the issues you encountered with your Instacart Plus free trial.

  I've turned off the auto-renew option, so you won't be charged for the membership plan in the future. I can also confirm that you were not charged for the membership fee.

  If you have any further questions or need additional assistance, please don't hesitate to let us know. We're here to help!

   

  Best regards, 

• Initial Complaint

  Date:10/17/2024

  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 placed an order on Sunday 10/13 and it arrived damaged.I immediately reached out to customer service, numerous different people that day, and they told me 24 to 48 hours I would receive the refund via credits. I sent photos and filled out the online form, attaching photos there as well.I expressed frustration at the delay so they said they would try to get it done faster than 48 hours, likely Monday morning. I reached back out on Monday and they told me to wait 24 more hours for the refund.Tuesday I reached out, 48 hours after the incident, and was told numerous different things from people from chat and phone support. Some say to wait 24 more hours, some say 7 to 10 days, some say the refund is being processed, some say it might not be processed. Some people told me i can dispose of the TV, some people told me to hold on to it just in case, some people told me to fill out another form, some people told me everything is good to go and just to be patient and do noting else.I have also noted several times, dating back a few months, that I do not have access to the email on file ********************* and to update to ********************** No one I spoke to has any record of this note and I am sure communications are still going to my old email address. It has now been 4 days, I have been lied to and told different things by every agent and supervisor I have encountered, and am no closer to refund or even a confirmation that the refund is coming. It seems I am being purposefully mislead to invalidate my complaint/************ a member of the team refunded me partially $82 (under a different order for another retailer) and stated I should receive the rest "soon" and "within 24 hours".

  Business Response

  Date: 10/23/2024

  Hi *******, 

  Thank you for reaching out to us about your refund. I apologize for any inconvenience this may have caused.

  I have processed a full refund for the item in the amount of $225.57. Depending on your financial institution, the refund should reflect in your account within 5-10 business days. An email with these details has also been sent to you.

  We appreciate your patience as we worked to resolve this for you. If theres anything else you need, please feel free to reach out.

   

  Best, 
  
  

  Customer Answer

  Date: 10/23/2024

  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.
  

  However I do not have access to the email address on file, as stated numerous times to customer service, so I did not receive confirmation of the refund. I will check my bank account and If I do not receive the refund within 10 business days I will reraise the issue with the BBB referencing the claim ID above.  

  My email address should be ******************************
  
  Sincerely,
  
  ******* *******