Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2024

  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 6/28 I placed an order with instacart for aldis I had several issues after placing my order first the shopper that was doing my order kept exchanging out certain items for other things such as I ordered mozzarella sticks and she subbed It for pasta she did this for a few of my items and I didn't approve them I messaged her this on the app with no response. I then reached out to instacart about this issue and they ended up refunding me for one of the items that she switched out . When I got home my order wasnt there I reached out to them again and explained that my order wasnt there they told me they would refund me some time went by and I had not received a confirmation email about my refund so I reached out again and was told It was being processed I waited I still didnt get anything this time when I logged in I wasnt able to It said I didn't have an account I reached out to support and went back and forth with someone they asked me to submit a photo of my house which I did which didnt match where the groceries were placed then they stopped responding to me I filed a dispute with paypal who I used to pay and they still didn't respond I reach out via chat 2 more times and both times I was told I would get a refund and that my account would be back up and It still isnt they had me go through verification and still nothing the support team via email has stopped responding the only people that have responded are the people via chat however they keep telling me the same thing I have to wait for someone to email me It It been almost a month im over this not getting a response I just want my money back

  Business Response

  Date: 07/16/2024

  Hi **********,

  Thank you for contacting the Better Business Bureau.

  I'm sorry your Instacart account is locked. I understand its frustrating to not have access to your account.
  
  Our specialized team reviewed your appeal and couldnt find information to reverse their decision. Your account remains deactivated.
  
  Best,

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21995113
  
  I am rejecting this response because: I dont understand why my account can not be reactive I did everything you asked me to also where is my refund you can see in the screenshots I was told I would receive one instead you guys ignore me 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 07/18/2024

  Hi **********,

  Thank you for following up on this matter. Our specialized team reviewed your appeal and couldnt find information to reverse their decision. Your account remains deactivated.

  Sincerely,

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21995113
  
  I am rejecting this response because: and what about my refund I was told several times I would be getting one the photo of where the seller left the packages and my house dont even match you cant keep my money for items I didnt recieve

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

  Business Response

  Date: 08/05/2024

  Hi Francessca,
  

  Thank you for contacting the Better Business Bureau.

  I apologize that you faced this negative experience with us. Upon checking, a specialist sent communication to you via email on June 30, 2024 regarding the report you made. Based on the decision of our Fraud & Identity team we will not be able to issue a refund or reactivate your account due to our terms of service, which you agreed upon. Please review the email that was sent to you.

  Best,

• Initial Complaint

  Date:07/15/2024

  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 March 9th, 2024, I was charged for an Instacart+ subscription of $105.56, I emailed Instacart on March 11th to ****************** to notify them that I would like a refund and I would like to be removed from Instacart+. I never received an email back nor was my account deactivated. I followed up on that email on May 1st...I did not receive an email back. Finally, I called the company on July 15th. The first person I spoke to informed me that because I was past a certain time period, I could only get a prorated refund. Since I'd emailed to cancel and get a refund for this back in March 2024 and had also not used Instacart since 2022 (even though I was charged for both 2023 + 2024 by a very clever button that upgraded me to Instacart+ without my desire to upgrade to Instacart+), I asked to escalate this case to management to get a full refund. I was told that the supervisor would call me within the hour, and in order to process an escalation, he could not deactivate my account. Multiple hours later and no call, I called back to Instacart support, I was told that I had to wait (for how long, who knows) for a call back from a supervisor. I was also told I was no longer eligible for a refund because my account was deactivated. So somewhere between when I spoke to customer service person #1 and #2, my account was deactivated. I then reached out to Instacart support on ******** another roundabout conversation about how my account was deactivated and I was no longer eligible for a refund. It is now 9pm my time (still waiting for a call back from a supposed supervisor), my account is deactivated, and I am no where closer to a refund. I am out of $211.12 (for two years that I NEVER used Instacart).

  Business Response

  Date: 07/16/2024

  Hi *********,

  I apologize that you faced this negative experience with us. I understand how disappointing it can be to be charged for a membership you never used.
  

  Good newsI can give you a refund of your Instacart+ membership. Ive canceled your membership, and youll get your refund of $211.12 in 5-10 business days, depending on your bank.
  

  Best,
  
  

• Initial Complaint

  Date:07/15/2024

  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 am reaching out in hopes that you can make this easier for myself and my team. We are attempting to send essential groceries to 40 families across the country. Needless to say, we are running into fraud alerts with ******* and instacart. After 8 hours of stress and hoops we only sent groceries to one family today. Please reach out and assist with removing this delay and allow us to help people. If you would, please consider anything you can extend to help more money go to food rather than fees. I've attached a screenshot of this one family and how grateful they were tonight. Thank you,*****

  Business Response

  Date: 07/16/2024

  Hi *****,

  I'm sorry your Instacart account is locked. I understand its frustrating to not have access to your account.
  
  Our Fraud & Identity team sent you an email on 7/16/24. The subject line is Please verify recent transactions on your Instacart account. You can find this email by searching Trust & Safety in the inbox or spam box of the email address connected to your Instacart account.  
  
  Please review the email sent to you from Fraud & Identity for next steps.
  
  Be well,
  
  

  Customer Answer

  Date: 07/16/2024

  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:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently used Instacart for my grocery order which amounted to roughly $300. The person loading my car made no contact with me, went straight to my truck, loaded, and left. That is fine- I dont require contact, but maybe make sure you have the correct person?I went home & discovered about half of my order to be missing- just over $130 to the order. Upon contacting instacart, they told me the only solution was to issue a credit to THEIR account. I told them that was not acceptable- I did not receive the product- I wanted a refund to my original payment; especially since the store I picked up from (Aldi) phone system only allowed for recorded message & no way to talk to employees- I asked instacart if they had a way to contact, to see if the rest of my order was still there, as I would be willing to return- DESPITE THE DRIVE BEING 20 minutes EACH WAY (which is why I didnt want to go without confirmation.) They did not respond to this portion, but just reiterated that the only option was a credit with them. I am not sure I am interested in using their services again, due to these issues, and would just like to see the company honor refunds, to the original payment, especially when it exceeds $100 dollars in missing product (not just 1-2 items, which would make that a more acceptable solution.)

  Business Response

  Date: 07/16/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  We resolved your issue July 15, 2024 with $131.73. You can find this credit in your account settings. If you requested a refund, that should appear in your account within 7-10 business days, depending on your bank.

  EBT items are refunded and processed within the same day to your EBT card. You should see the refund for EBT items in your EBT account.
  
  Thank you for letting us make this right.

• Initial Complaint

  Date:07/15/2024

  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.

  The shopper apparently thought it was her money so it was $30 over my budget and she still missed items. Including water. I doubt the store had no water. Getting help is impossible. I want a refund for the extra money she opted to spend and the tip because she didnt do her job. Not a credit. A refund. Im on a budget.

  Business Response

  Date: 07/16/2024

  Hi ****,

  Thank you for contacting the Better Business Bureau.

  I'm very sorry that the service by your personal shopper was disappointing. Instacart prioritizes quality and we want you to always receive stellar service.

  We resolved your issue 07/15/24 with $19.33. You can find this credit in your account settings. If you requested a refund, that should appear in your account within 7-10 business days, depending on your bank.

  Customers can increase their tip up to 14 days after delivery or reduce it up to 2 hours after delivery. 
  
  At this time we are unable to adjust the tip manual for customers nor refund tips. 

  Best,

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21993694
  
  I am rejecting this response because: As is typical, they dont actually read or address the issue. I requested a refund for the extra charges, which they have refused to acknowledge. I am contacting the attorney general as this is theft.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/18/2024

  Hi ****,

  Thank you for your response.

  After reviewing the order we are unable to locate any additional charges. Your order totally is actually less than when you checked out. 

  Please review your digital receipt. 

  Heres how you can view your digital receipt.
  
  After delivery via text or email You receive an email and text notification with a link to your receipt. From here you can rate your order, tip your shopper, and leave feedback.
  
  In the app
  Tap Account at the bottom of your screen
  Tap Orders
  Tap the relevant order
  Scroll down and tap View receipt
  
  On the website
  
  At the top left, click the 3 horizontal lines
  Click Your Orders
  Click View order detail on the relevant order
  Click View Receipt
  
  Please let me know if you have any other questions.
  
  Thanks,

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21993694
  
  I am rejecting this response because: maybe do your jobs and read through the communications and complaint. I asked you to remove the tip and you refused so apparently letting shoppers steal money from disabled people is your business model. *** already contacted my bank and will be calling the state AG. This is shameful.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service 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 6/19, I placed a spouts pick up order through Instacart app and used $10 credit on it. Then their system sent me a email to notify me that they want to give me a $10 credit for out of stock compensation (but at that time I didnt know that). On 6/20, I placed a ******* order and there is a retailer promotion at that time, its buy $50 the -$20. When I checked this order confirmation in my email inbox I found that email which sent by Instacart notified me they want to send me a $10 credit for the spouts order placed on 6/19, and need me to click accept credit icon. Then I clicked it, but there was no hint of any credit being received. I contacted instacat customer service immediately. At that time, the customer service said she saw that the coupon was already in my account. Maybe it would appear later. Until today, July 15, I still haven't seen that coupon, so I contacted their customer service again, And escalated to their customer service manager. This time they gave a variety of reasons, at one point, they said that they couldn't see this coupon because my app version was old; at another point, they said that this coupon had been applied in ******* order; at another point, they said that it had been applie in the original order. I dismissed all their nonsense, and then their manager just left me there. This is a terrible service. I had to come here for help from the BBB. I request Instacart reissue that compensation $10 credit to me ASAP

  Business Response

  Date: 07/16/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.
  
  We apologize for the inconvenience caused.

  I applied the $10 credit to your account. You can see this in the Credits, promos & gift cards section of your Instacart account.
  
  This promotion will automatically apply to any non-alcoholic items during checkout on your next order.
  
  Best,
  
  

  Customer Answer

  Date: 07/16/2024

  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:07/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to become an instacart shopper but have faced difficulties. In 2022 I first signed up when I was 19 and I was informed I couldn't because my license was a provisional and therefore they suspended my background check. This month I attempted to join again and am still faced with the same problem. I have contacted support countless times and even asked them to delete my account and even though they said they would that have not yet. I even tried to make a new account but that was deactivated due to "duplicate accounts". I was promised by a support agent that this would be resolved and I would receive an email from trust and safety but never did.

  Business Response

  Date: 07/15/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  I have contacted our Fraud and Identity team on your behalf. Please allow the team ***** hours to reach out to you via email with further instructions.

  We appreciate your eagerness to become a full service shopper.

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21993044
  
  I am rejecting this response because:

  I want to directly contact someone regarding this issue via email or phone call. I have been waiting all day i do not feel like this matter is being addressed urgently and its disingenuous at this point. I have contacted the trust & safety team my self and I get automated responses. The emails claimed to be sent to me I havent received. I want to reach out to a real person. Is there anyway I can contact someone and get this addressed. Instacart support seems to delegate issues rather than solve them. Please give me the information I need to resolve this my self. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/18/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Our Fraud and Identity team must assist you with your application and they decide whether you move forward in the hiring process. I have contacted them again on your behalf for assistance. You will receive an email from them within the next ***** hours with further instructions.

  We apologize for the delay in your application.

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:07/15/2024

  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.

  Saturday 7/13 Instacart had a promotion at ****** for an Apple watch. The page showed a regular price of $202. Instacart had a $40 discount and another $15 for orders over $50. I received my Cosco email confirmation with all the details, with a final price of $171.47 after taxes and discounts. When the shopper went to ***** to get the watch, he said there were different prices and that the discount only applied to online orders, even though this was an online order. He canceled my order. Then I called customer support and after some time discussing the issue, the rep "uncancelled" the order and set it up for delivery on Sunday. On Sunday another shopper took my order and again the shopper sent me a pic of another watch asking "is fine?" to which I responded "Nope" and then I got a cancelation notice. Then I got an email from Instacart saying the my order was canceled "because the majority of items were out-of-stock" without a single word. Just canceled.

  Business Response

  Date: 07/16/2024

  Hi Edo,

  I apologize that you faced this negative experience with us. I'm very sorry that the service by your personal shopper was disappointing. Instacart prioritizes quality and we want you to always receive stellar service.
  
  Please accept a $5 credit to your Instacart account with my apologies for what happened. The credit automatically applies to your next order when you go through checkout.

  The shoppers cannot see the price you are being charge. ****** only pricing will not be displayed in the store. 

  Best,

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21991936
  
  I am rejecting this response because: it took 3 shoppers and NONE of them knew how this works? I explained to them via text msg that this was an instacart offer, but they kept asking me the if I'd like the wrong item. There are multiple Apple Watches, but there's only ONE item that will match the order. No, I don't accept the $5 as I'm not going to use your service anymore, as you have lazy and under trained people. They need to go the extra mile and understand the customer's need. The order cancelation reasons were not true, like "Your shopper couldnt reach you to complete the delivery" and we chat, and the other one says "We couldnt finish your order because the majority of items were out-of-stock." but it was just 1 single item. If I order apples, I don't need oranges.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/18/2024

  Hi Edo,

  Thank you for contacting the Better Business Bureau.

  I'm sorry to hear about your negative experience with us. We prioritize quality at Instacart and are committed to providing stellar service.

  As an apology for the disappointing service from your personal shopper, we've added a $5 credit to your Instacart account. This credit will automatically apply to your next order at checkout.
  

  Please note that shoppers do not see the prices you are charged. ****** pricing specific to your order will not be visible in the store.
  

  Best regards,

  Instacart Customer Experience
  
  
  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21991936
  
  I am rejecting this response because: Again, shoppers are poorly trained. The item I ordered was none of the pics they sent me. If I ordered item *** they need to get me item *** and NOT offer my ZYX or NHT. Also Instacart is at fault NOT letting me (us) the customer how this offers work, as they NOW are saying that the the offer price will not be seen by the shopper. And you can save your $5 as I'm not going to use your service anymore.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order 6/21/24 from ****** to deliver this morning. Apparently, it was delayed (I received an Instacart email)I then received a notification that the order was being shipped and will be delivered around 1pm. Our summer home address is **********************************************************************************************. I got an alert that the order was delivered. As you can see in the order details NO DELIVERY IMAGE WAS ATTACHED. I immediately called Instacart and alerted them that I did not receive my order. This is the first time I ever had an order marked delivered and wasnt here. I texted the shopper as you can see in the app and there was no response. The chat was then disabled. I called Instacart again and they said on the phone , you can listen to the recordings that they said the driver was somewhere in my area but they couldnt pinpoint where. Instacart attempted to call the driver as welll and NO RESPONSE EITHER. They scheduled a redelivery. I was tracking the driver on the way to the home and then all of a sudden the map just shut off and it said the order was delivered. ONCE AGAIN NO IMAGE WAS ATTACHED TO THE ****** CHECK YOURSELF. I begged the representatives to allow me to speak to the shopper and they said it was against policy. Where are the delivery images??? How dare you accuse me of stealing and lying?? Look at my order history and you will see there were successful orders delivered to this address!!!Look at the items on the order! Cleaning supplies and food!! I have gift cards on the account that you are holding hostage. This is not fair!!You claim I stole when Instacart cannot show any delivery images and multiple representatives said the drivers DID not arrive to my home!Date of Transaction: 6/21/24

  Business Response

  Date: 07/16/2024

  Hi *****,
  

  Thank full for reaching out to the Better Business Bureau.
  

  We apologize for the inconvenience of both your orders not being delivered.
  

  Our Fraud and Identity team has reviewed and reactivated your account.
  

  Currently, due to the active dispute with your bank, we are unable to process a refund for your order. Please contact your banking institution for more details.
  

  Best regards,
  

  Business Response

  Date: 07/16/2024

  Hi *****,
  

  Thank full for reaching out to the Better Business Bureau.
  

  We apologize for the inconvenience of both your orders not being delivered.
  

  Our Fraud and Identity team has reviewed and reactivated your account.
  

  Currently, due to the active dispute with your bank, we are unable to process a refund for your order. Please contact your banking institution for more details.
  

  Best regards,
  

  Business Response

  Date: 07/16/2024

  Hi *****,
  

  Thank full for reaching out to the Better Business Bureau.
  

  We apologize for the inconvenience of both your orders not being delivered.
  

  Our Fraud and Identity team has reviewed and reactivated your account.
  

  Currently, due to the active dispute with your bank, we are unable to process a refund for your order. Please contact your banking institution for more details.
  

  Best regards,
  

• Initial Complaint

  Date:07/15/2024

  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.

  I need help making instacart fix my *** data issue. For some reason the *** that instacart uses within their app take their delivery drivers to the wrong house. They have my correct address but it directs their drivers to a whole other city. I have had orders delivered to that address numerous times and while they refund order it takes days for the refund to post to my bank account and then I have to reorder for the problem to happen all over again. Instacart refuses to fix the issue.

  Business Response

  Date: 07/15/2024

  Hi ****,

  I apologize that you faced this negative experience with us. I sent you an email with further communication on this issue so we can assist you properly. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to that email.
  
  

  Best,