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:06/25/2025

  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 took an order for Instacart and got to the store and was informed that it was closed for remodeling. I called Instacart immediately and told them that the store was closed that I needed the order taken off of my account. The gentleman on the phone informed me that he recognized that it was not my fault and he was going to take the order off my account. Itwas not gonna penalize me, and I would get the compensation, which was the base pay. he placed me on hold for an hour and 20 minutes never came back the mist of this order canceled on its own. I end up getting on the a message with Instacart to inform them what was going on also sent proof that the store is closed proof that I had called in and that I was currently on the phone call as I was sending them a message and they disregard everything. I did tell me that they couldnt do anything to help me all I wanted was the penalization taken off I was told that the supervisor would call me in 24 hours and to hang up the phone with the person who I was onhold for. never receive a phone call attempted to call the next day and the day after while I was told that I couldnt get a supervisor and there was nothing they could do, but this will never happen to me again I feel that the fact that the people are foreign on the phone calls so they cannot talk to you nor text correctly and with no help from this company, I dont wanna work with them anymore.

  Business Response

  Date: 06/27/2025

  Hi Jasmine, 

  Thank you for reaching out to the Better Business Bureau regarding your order. I sincerely apologize for the inconvenience and frustration this situation has caused.

  I would be happy to look into this matter further. Could you please provide the customer's name or the name of the store associated with the order? This information will help us locate the order and address your concern more efficiently.

  We appreciate your patience and look forward to assisting you further.

  Best regards,

• Initial Complaint

  Date:06/25/2025

  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 Instacart order today on an account Ive spent a lot of money on, my order was cancelled and my account was locked. I submitted proof with my info that was asked and they terminated my account. Saying I broke the **** No TOS was broken.

  Business Response

  Date: 06/27/2025

  Hi *******,

  Thank you for reaching out to the Better Business Bureau regarding your account. I sincerely apologize for the inconvenience and frustration this situation may have caused

  After reviewing your case thoroughly, our team has made a final decision regarding your account. Unfortunately, we are unable to make any further changes at this time. Please take a moment to review the decision provided to you for additional clarity.

  We appreciate your understanding, and if you have any further concerns, feel free to contact us.

  Best regards,

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23518874
  
  I am rejecting this response because: it is not transparent about what the reason for my account closure was. Ive spent nearly $800 on my account and went to place an order with no promo codes or anything and was declined. Specify why I am being declined 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/02/2025

  Hi *******,

  Thank you for reaching out to us. We understand your concerns regarding your account and the recent experience you've had.

  Please note that decisions regarding account deactivations are carefully reviewed by our specialized team. For more information, we kindly recommend checking your email inbox (including spam or junk folders) for any communication from our team regarding their decision.

  Best,

• Initial Complaint

  Date:06/25/2025

  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.

  ********* has made a sever mockery of their own chat system. I have had problems created by the chat ai and it refuses to transfer me to any human whatsoever. I'm not able to call any human support unless I'm currently working a batch. but I have a very bad problem with their system for mailing out new cards lasting for weeks and months severely impacting my ability to work batches. I demand that they make human service more available again. It is madness to try to push only ai on this kind of work. I'm constantly hitting roadblocks as a result of this utterly useless ai. I have a problem with why my card is still not delivered which has happened twice now and I dread if it happens again. but the ai is far too incapable of doing anything but making things worse and doing things without permission and disconnecting from me if I respond a second too late. one thing that really upsets me is that the ai is programmed to lie to me claiming to be human when it is beyond obvious that its ****** financial losses are in the hundreds of dollars with this being the second time its happened. I want them to return human agents to be accessible. the ** is a sever disappointment.Also I am extreemly upset with them making card deliveries a long process instead of mailing it to me priority. it stops me from earning more money for a long time.The reason I'm asking for ********************************************************************************************************************************************** over two weeks now and is still not with me. and the terribly frustrating experiences with the worthless ** chat.

  Business Response

  Date: 06/26/2025

  Hi ******,

  Thank you for reaching out, and I completely understand your concern regarding your replacement card and the challenges you've experienced with the system. At *********, we are committed to providing an exceptional experience for all our shoppers, and I sincerely apologize for any frustration this situation may have caused.

  Unfortunately, we are unable to issue payments for delays or issues with receiving your card. However, I can confirm that your replacement card was ordered on June 21, 2025, and shipped on June 22, 2025. You should expect to receive it within 7 to 10 business days.

  We appreciate your patience and understanding. Should you have any additional questions or concerns, please feel free to reach out.

  Best regards,

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23518684
  
  I am rejecting this response because: they completely ignored that fact that I have been badly humiliated by their sick chatbot and all the emotional and financial problems I experienced from their mistakes with ordering new cards in the past wasting months of my time. I have a far bigger problem with their sick chatbot. please have them address that and to not give me a generic response that is far from caring. GET RID OF YOUR FILTHY CHATBOT IT SCREWS UP EVERY TIME WE NEED HUMAN HELP FOR THIS KIND OF WORK YOUR CHATBOT IS TRASH!!!!!
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/02/2025

  Hi ******,

  Thank you for taking the time to share your experience with us. We want to sincerely apologize for the frustration and distress youve been through. 

  Your experience is not what we strive to deliver, and we want to assure you that we will share your concerns with our in internal teams. Your feedback is invaluable to us, and it will be used to evaluate and improve the tools and support we provide. 

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

  Best,

• Initial Complaint

  Date:06/25/2025

  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.

  Ive been on the waitlist to become a shopper with this business for over a year and Im starting to believe the company is discriminating against me. I have a clean background and have had success providing delivery services to other companies. When I try to contact the company, they only allow me to communicate with their AI assistant. I recently tried to contact instacart to update my phone number and am unable to do so while my account is is the waitlisted status meaning I cannot view any details or expect contact if that status changes.

  Business Response

  Date: 06/26/2025

  Hi *****,

  Thank you for reaching out, and I completely understand your concern regarding being on the waitlist. At *********, we strive to provide an exceptional experience for all our shoppers, and I sincerely apologize for any frustration this situation may have caused.

  After reviewing your profile, I can confirm that there are currently no openings in your area. To ensure fairness, when a position becomes available, shoppers are randomly selected from the waitlist to begin the onboarding process. Please note that we are unable to expedite or interfere with the application or hiring process, as this is managed automatically by our system.

  Once you are selected, you will receive a notification via email and through the app. At that point, you will have one week to complete your onboarding process.

  We appreciate your understanding and patience in this matter. If you have any further questions or concerns, please dont hesitate to reach out.

  Best regards,

• Initial Complaint

  Date:06/25/2025

  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.

  Ive been on the waitlist for instacart since 2020 and Ive never gotten off of it. Ive had many friends and family whove gotten in in less than a week and Ive called customer support to see what place Im in the waitlist. They cant give it to me. Ive asked to be taken off they wont. Im starting to think the list is imaginary or they just pick and choose who they want. Ive even asked. I find it very frustrating because its already hard enough living in the economy. I just want to make an extra amount of cash. But they dont care. **************** is not great. And they rush to end the call. Seems like they get complaints like this all the time since they want to rush the call to end it. Nothing has been fixed. Please get me off the list.

  Business Response

  Date: 06/26/2025

  Hi *******,

  Thank you for reaching out, and I completely understand your concern regarding being on the waitlist since 2020. At *********, we strive to provide an exceptional experience for all our shoppers, and I sincerely apologize for any frustration this situation may have caused.

  After reviewing your profile, I can confirm that there are currently no openings in your area. When a position becomes available, shoppers are randomly selected from the waitlist to begin the onboarding process. Please note that we are unable to expedite or interfere with the application or hiring process, as this is managed automatically by our system.

  Once you are selected, you will receive a notification via email and through the app. At that point, you will have one week to complete your onboarding process. 

  We appreciate your understanding and patience in this matter. If you have any further questions or concerns, please dont hesitate to reach out.

  Best regards,

• Initial Complaint

  Date:06/25/2025

  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.

  I signed up to become a shopper with ********* in 2021, I received an email shortly after saying i was off the waitlist. But due to other reasons I no longer could do it at the time. I then received an email saying I was on the waiting list again due to not setting up my profile in the one week alotted time frame. Throughout 2021 I received several of these emails saying i was on and off the waitlist. However I have not received a single email from instacart since 2021. I believe my account is stuck where I am no longer receiving any email. I have tried contacting customer service and they are incredibly unhelpful and don't really unnderstand the issue. They say i have to wait to receive an email which i then say that is the whole problem because im not receiving any emails. they then end the chat without resolving the issue. I understand that i am on the waitlist to become a shopper but thats not the issue. unless it suddenly is taking 4 plus years on the waitlist the issue is that my email is stuck on the waitlist but at the same time not since im not receiving any form of communication in 4 years. I just want to be taken off the waitlist so i can resign up. I don't even get emails saying i'm on the waitlist so obviously it's a technical issue and not an issue being waitlisted. When I try explaining this to customer service they still don't understand and end the chat or tell me they can't help me. *** never had a customer service end a chat like that without even trying to help.

  Business Response

  Date: 06/26/2025

  Hi ********,

  Thank you for reaching out, and I completely understand your concern regarding being on the waitlist for the past four years. At *********, we strive to provide an exceptional experience for all our shoppers, and I sincerely apologize for any frustration this situation may have caused.

  After reviewing your profile, I can confirm that there are currently no openings in your area. When a position becomes available, shoppers are randomly selected from the waitlist to begin the onboarding process. Please note that we are unable to expedite or interfere with the application or hiring process, as this is managed automatically by our system.

  Once you are selected, you will receive a notification via email and through the app. At that point, you will have one week to complete your onboarding process.

  We appreciate your understanding and patience in this matter. If you have any further questions or concerns, please dont hesitate to reach out.

  Best regards,

• Initial Complaint

  Date:06/24/2025

  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 6/19/2025, I placed an order for 4 boxes of Island Way Sorbets from ****** to be delivered to my workplace on 6/24/2025 (approx. $63 ). Instead, $419.55!!! of food was attempted to be delivered to my workplace which didnt even include the sorbets! We did not accept the delivery. The driver tried calling Instacart but was having problems because he marked the order as delivered. Because it was already marked as delivered, I was also unable to cancel or do anything on my end, so I called customer service. The delivery man took the food and said he would return it to ******. I have now spoken with at least 5 reps since 11:30 a.m. trying to get my refund and I keep getting the runaround. One specialist sent an email saying the order was over 7 days ago (??) and Unfortunately, we cant help this time. I called back againbecause this doesnt make any sense, I explained what transpired again, they put the refund request through again and I get another email asking for more details about what went wrong so they can check into my order and see what they can do to help. I am extremely frustrated - I dont have any of the other food they tried to deliver - the driver took it and was returning it to ******; we never received the sorbets I did order; and I keep getting the runaround from customer service for requesting my refund.

  Business Response

  Date: 06/25/2025

  Hi ****,

  Thank you for reaching out to the Better Business Bureau regarding your order. I sincerely apologize for the inconvenience and frustration this situation has caused.

  After reviewing your order, it appears that the original items were removed from the cart, and different items were added after placing the order. For further assistance in resolving this matter, I recommend submitting an appeal for review. Please complete this form to proceed: ****************************************************************.

  If there are any additional questions or concerns, do not hesitate to reach out. We are here to assist you.

  Best regards,
  
  

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23515289
  
  I am rejecting this response because: I have already requested an appeal, twice. The first ********** said I would get a refund and then I received an email saying the order was placed 7 days ago and they could not help. I called back and the agent said the prior ********** put the appeal on the wrong order and requested another appeal. I received an email from ****** asking for more details, which I provided, and I still haven't received a response.   

  The last person I spoke with explained when a customer places an order for a later delivery date (I ordered on 6/19 to be delivered on 6/24), if you go into the same store  and browse, it automatically updates your prior order without confirming any changes were made to your original order. Apparently, the only way to stop this is to press "new cart button", if not it automatically makes changes to your order without your knowledge. Again, I did not confirm any changes to the order placed on 6/19 and I did not receive any of the items - the drive took them. 

  Sincerely,
  
  **** Renault

  Business Response

  Date: 06/28/2025

  Hi ****,

  Thank you for reaching out to the Better Business Bureau regarding your order. I sincerely apologize for the inconvenience and frustration this situation has caused.

  After reviewing your order, it appears that the original items were removed from the cart, and different items were added after placing the order. For further assistance in resolving this matter, I recommend submitting an appeal for review. Please complete this form to proceed: ****************************************************************.

  If there are any additional questions or concerns, do not hesitate to reach out. We are here to assist you.

  Best regards,

• Initial Complaint

  Date:06/24/2025

  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 purchased a laptop from ****** same day delivery on May 28 for around $1000 The order never arrived.I contacted customer service right away, they couldn't provide me with any reference of delivery with pictures or signature which was requested on the order form.I also checked my Ring camera and didn't see any delivery or drop off of the package around that time frame.I requested a full refund and I'm getting the run around instead of proper customer service.

  Business Response

  Date: 06/25/2025

  Hi ********,

  Thank you for reaching out to the Better Business Bureau regarding your order. I sincerely apologize for the inconvenience and frustration this situation has caused.

  To assist you further, I kindly request that you submit an appeal for review. Please complete this form ****************************************************************, and our team will conduct a thorough review of your order. Once submitted, we will follow up with you as soon as possible via email.

  If you have any additional questions or concerns, please dont hesitate to reach out. Thank you for your understanding and patience.

  Best regards,

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23514769
  
  I am rejecting this response because:

  1) my refund was rejected without any proof or reason for rejection.

  2) I submitted a email for an appeal on 6/18 and still haven't received a response.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 06/28/2025

  Hi ********,

  Thank you for reaching out to the Better Business Bureau regarding your order. I sincerely apologize for the inconvenience and frustration this situation has caused.

  Please complete this form ****************************************************************, and our team will conduct a thorough review of your order. Once submitted, we will follow up with you as soon as possible via email.

  If you have any additional questions or concerns, please dont hesitate to reach out. Thank you for your understanding and patience.

  Best regards,

  Customer Answer

  Date: 07/06/2025

  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:06/24/2025

  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 have filed an issue with ********* twice over this order. The pizza was cold, stale and almost sauceless. The french fries were wet and soggy and cold. These items were not consumable. ********* has failed to address my issue.

  Business Response

  Date: 06/25/2025

  Hi ******,

  Thank you for reaching out to share your experience. We sincerely apologize for the inconvenience youve faced with your recent order.

  After reviewing this matter, weve determined that since your order was placed through the **** Eats platform, they will need to assist you directly in resolving this issue. They can review the details of your order and provide a resolution, including any necessary refund.

  To contact **** Eats support, please follow these steps:

  Open the **** Eats app and tap Account at the bottom of your screen.
  Tap Orders in the upper-left corner.
  Select Restaurants at the top of your screen.
  From your past orders, select the order you need help with.
  Tap Get Help under your order.
  Look for common order issues under Past Orders and select one to contact support.
  Tap Chat with us to start a chat with **** Eats Support.

  We value your feedback and have shared it with the appropriate teams to help us improve. If there is anything further we can do to assist you during this process, please dont hesitate to let us know.

  Thank you for your understanding, and we hope to serve you again under better circumstances in the future.

  Best regards,
  

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair 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.

  Jun 23, 2025, I ordered from Shop Rite through Instacart, as I do many weeks without issue. This week, the shopper inexplicably bought only about $50 of the $123 worth of the groceries I ordered. When I asked if there was another bag and said that many things were missing, there was no reply. He refunded 2 of the items and replaced another while shopping but that was all. Approximately half the items were still missing. Normally, Shop Rite has almost all the items. Next, I used the ** help at instacart and it gave me a credit for all of the missing items, about $59. The problem was that I paid a service fee of about $6 and the shopper got a tip of over $12, based on the whole order amount, even though he only delivered half. So I asked to chat with a "specialist," who, after looking into it, said that the item credit is all that instacart gives in these situations. When I asked if it made a difference that he was late as well, she replied something about priority orders, which mine wasn't, and that that was a no too. Then she (******) rudely ended the chat while I was still typing a response. I tried to connect to another specialist after that, and this one basically pretended that my messages were not getting through and also rudely ended the chat, thinking they had covered themselves quite well. There was nothing wrong with the chat. The bottom line is that if I want to replace the items that instacart did not deliver, and it was well more than just a couple of items, I would have to pay a service fee and a tip again to the next shopper. I don't think that's right since none of this was my fault and on top of it, the behavior of the customer service agents was not professional, to put it very nicely. Because they thought it was right to withhold an additional $19 credit or coupon and treat a customer in a way I'm sure they wouldn't want to be treated, instacart has lost me as a customer forever. I'll also be sharing my story with everyone I know.

  Business Response

  Date: 06/25/2025

  Hi *********,

  Thank you for reaching out to the Better Business Bureau regarding your order. I sincerely apologize for the inconvenience and frustration this situation has caused you.

  At Instacart, we strive to provide exceptional customer service, and I am truly sorry that this experience fell short of our standards. As a gesture of goodwill and to address the inconvenience, I have applied a $19.00 credit to your account. This credit will automatically apply to your next order with us.

  Please dont hesitate to contact me directly if you have any additional questions or concerns. Once again, I apologize for this situation and truly appreciate your patience and understanding as we work to make things right.

  Best regards,

  Customer Answer

  Date: 06/25/2025

  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. The only thing that stands out is that the representative from instacart said, "Please dont hesitate to contact me directly," yet signed with no name or contact information. While the business did the right thing in the end, customers should not have to go to extremes like this to get them to do it. I will still cancel my membership, as long as the "specialists" are not required to actually do their jobs.
  
  Sincerely,
  
  ********* *****