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:06/28/2024

  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.

  I was working with Instacart and my account was deactivated without any proof of misconduct or otherwise. I was a great shopper and received great ratings. I was given great tips for doing a good job then out the blue I was deactivated. I just want a real explanation.

  Business Response

  Date: 06/28/2024

  Hi *******,

  Thanks for reaching out!

  You received an email from our Fraud & Identity team on June 15th regarding your account status. Your shopper account deactivated due to fraudulent or deceptive practices on the platform involving earned wages. Our specialized team reviewed your appeal and couldnt identify information to reverse their decision. Your account remains deactivated.

  Best,

  Customer Answer

  Date: 06/28/2024

  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:06/27/2024

  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.

  I ordered groceries from instacart. On 6/25 paid for fast shipping and my order never came. So I cancelled it and placed it again on the same day to be delivered on 5/26 between 5-7pm. Of course it says it’s arriving the driver said he left it on the stairs. O was using the bathroom so when I was done I went outside and there were no groceries. I tried calling 3 times and got disconnected. Finally I spoke to someone on the chat and was told I can noT get a refund because I had an issue with another order. I have a ring doorbell and at the time they said it was delivered. There is no one at my house. So he must have delivered it to another house. So basically I can’t get a refund on groceries I never received. It’s not ok

  Business Response

  Date: 06/27/2024

  Hi Crystal,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you will receive a $155.58 refund to your original method of payment, which can take 5-10 business days to process.
  
  I am so sorry again for the inconvenience. Thank you for being an Instacart customer!
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 06/28/2024

  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,
  
  
  
  Crystal C******

• Initial Complaint

  Date:06/27/2024

  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 tried to place an instacart order on 6/26/24 using a ****** Instacart gift card. The order went through and was then canceled. I contacted Instacart to find out why. They suggested it was because I added a new credit card to my account and would have to complete a form with a copy of my drivers license and credit card with certain information blocked out. I completed that information and then received an email that my account couldn't be reactivated and they could no longer service me. I replied to the email that I would like an explanation why and asked how to get my 100 dollars back. I have called numerous times and am told each time that they can not help me and I need to deal with their fraud team which only responds via email and they have not responded to me.

  Business Response

  Date: 06/27/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Our Fraud and Identity team sent you an email on 6/26/2024 regarding your account status. Please review the email for more information.
  
  Thank you,

  Instacart Customer Experience

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21911776
  
  I am rejecting this response because: The email sent on the 26th simply says my account can not be reactivated...no explanation. I responded to that email asking for an explanation as well as asking about the ******************************** my account. I have not received a response to that email. Whenever I call to speak with someone I am told the only way to communicate with the fraud department is via email. I have done that as you can see in the attachment and have not received a response. I simply want my 100 dollars back if my account is not being reactivated.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/01/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Please refer to our terms and conditions at ************************************** and section five regarding gift cards.

  Please let us know if we can assist with anything else.

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21911776
  
  I am rejecting this response because: I have read the terms and conditions and there is no explanation as to why I can not get my money back from my gift card. Also I have yet to relieve an answer as to why I can not have my account reactivated. All I am told is read our terms which doesn't tell me anything. Why can't this company provide good customer service and answer my questions as to why my account be reactivated. If it was I would spend the 100 dollars in my account. That's all I'm asking for...either reactivate my account so I can spend the 100 dollars or refund the 100 dollars 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/09/2024

  Hi ******,

  We appreciate the opportunity to address your concerns.

  Please be aware that our Fraud and Identity Team has specific measures in place that affect the eligibility for such transactions. We encourage you to review our Terms and Conditions, particularly Section Five on gift cards, for detailed information on this policy. You can find these terms at Instacart Terms and Conditions.

  We understand that this may not be the outcome you were looking for, and we apologize for any inconvenience caused.

  Best, 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21911776
  
  I am rejecting this response because: I have still not received an explanation as to why my account can not be reactivated as well as how to get my money back since my account is not being reactivated. I am continuously told to read the terms and conditions which I have done and do not see an explanation or answer to my questions. Since Instacart is unwilling to simply provide good customer service and answer my questions I will be taking this situation to the next level and looking to file with a higher power for resolution. Perhaps an attorney will make Instacart provide an answer and good up their customer service.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/27/2024

  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.

  Order totaling $58.18 on 6/15/24 This driver shopped my items, placed them all in a cardboard tray then left them in his vehicle for over an hour while the temperature outside was 95. This means the inside of the vehicle could have been up to 120 while he was inside of another store shopping another order. When my groceries were placed on the doorstep and I picked them up immediately, I noticed they were all literally warm to the touch. My fresh salmon was warm, the milk was warm, absolutely nothing that should have been cold was cold. Your message said that the driver kept these items "temperature controlled". These were in no way temperature controlled whatsoever. They were left in the same cardboard tray in a hot vehicle because you overload your shoppers with multiple orders.I went through your help order system and it denied any credit or refund for anything. I filed an appeal and it asked me for a photo of the damage. I cannot provide a photo of warm groceries. Your system is flawed and it denied this refund to me simply because I am a new customer, I am guessing. This will be my first of complaints to many entities regarding this safety matter If not resolved amicably.

  Business Response

  Date: 06/27/2024

  Hi ******,

  Thanks for reaching out. Im sorry about your recent order. We reviewed your request and, unfortunately, we cant issue any refunds, credits, or redelivery on this order. 

  Your account remains active and you can still shop on Instacart.

  If you have an issue with replacement items, you can avoid future issues by updating your item settings to Do not replace. Visit the *********** to learn more about replacement settings.

  Best, 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21911182
  
  I am rejecting this response because:

  Filing complaints with state attorney general in ***********
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/27/2024

  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 ordered grocery through the Instacart app on June 23rd 2024 worth $92.68. I had credit of $74 on the app and paid the difference with my card. The order was estimated to be delivered at 6:33pm on June 23rd, however this never arrived. I waited and then while waiting I got a notification that my order had been delivered. On checking my front porch there was nothing delivered. I went to the app again to check and then noticed that they had delivered it to 1709 instead of my house which is 1707. I went to 1709 and checked and was told there was nothing delivered. I then contacted Instacart customer service and after explaining the situation was asked how I wanted my refund and I chose the second option which is to the original payment method. I was then asked to complete the a form which I did and was told I will be getting my refund in two days. Only for me to get an email stating that they will not be refunding my money. This is not fair, I want my money or grocery. They cannot cheat me off my money. You can clearly see from the screenshot that it was delivered to a different address and how that is my fault I cannot understand. I do not want to deal with this business anymore. I had Uber and Uber eat, DoorDash and Grubhub and I have never had this kind of issue. This company is fraudulent trying to cheat people off this hard end money. I want my refund

  Business Response

  Date: 06/28/2024

  Hi ******,

  I am following up with you regarding your Better Business Bureau concern. I would first like to offer our sincerest apologies for the poor experience.

  Our team sent you an email on June 25th regarding the report you made. We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery. Please refer to the email for details. If you have any additional questions, please respond directly in that thread.

  Thank you for being part of the Instacart community.

  Best,

  Customer Answer

  Date: 06/30/2024

   
  Complaint: 21911001
  
  I am rejecting this response because: The business has left me out of pocket and that is not acceptable. They have decided to not give me my refund when it can be clearly seen that the grocery was delivered to the WRONG address. So going forward the business need to refund my money and that is the only acceptable solution. This business has caused me distress which I do not need in addition to be a mother with an autistic child.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/01/2024

  Hi ******,
   
  Thank you for contacting the Better Business Bureau.

  I would first like to offer our sincerest apologies for the poor experience.
   
  Our team sent you an email on June 25th regarding the report you made. We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery. Please refer to the email for details. If you have any additional questions, please respond directly in that thread.
   
  Thank you for being part of the Instacart community.
   
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21911001
  
  I am rejecting this response because the business has left me out of pocket for thier own mistake. It can be clearly seen that the order was delivered to another address not mine, so their response is rejected. I want my refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/13/2024

  Hi ******,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. I want to begin by extending our deepest apologies for any dissatisfaction you've experienced.

  On June 25th, our team sent you an email concerning the issue you reported. After a thorough review of your appeal and the order details, we have decided to uphold our initial decision regarding the refund, credit, or re-delivery. For a detailed explanation, please refer to that email.

  Should you have any further questions or need additional clarification, please feel free to reply directly within that email thread.

  We appreciate your involvement in the Instacart community.

  Best,

• Initial Complaint

  Date:06/27/2024

  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 Monday 6/24/24 I received a notification Instacart of an Uber Eats order placed for a high dollar food order delivery. I did not place the order, nor was the address of the delivery anywhere near my own. I live in ******* and the order was placed for a delivery in *******. I immediately contacted Instacart to notify them this was fraud. Instacart confirmed that the orders were fraud and said they would deactivate my account so no more fraud orders could be placed, they sent out a fraud form asking me to complete and someone would be in touch within ************************************** the food orders were cancelled therefore the charges would not go through on my card. After my first call to Instacart, 2 more fraud orders were placed on my account that was supposed to have been deactivated. I again called instacart and was told the same as above. I completed the fraud form.As of today, the 48 hours for a response from instacart has exceeded, no one has reached out by phone or email to contact me. The charges that I was assured would not come out of my account due to the orders being cancelled as fraud did come out. I was charged $130.17 by Uber Eats and another $142.25 by Uber Eats. I want the fraudulent charges refunded to my card. I also no longer feel safe doing business with Instacart and am very dissatisfied with the customer service I received during this issue. I want my account cancelled completely and a full refund of the $99 I paid for the service. I was offered to have my account cancelled but only refunded a prorated amount. I deserve a full refund after what this company has put me through and my dissatisification.

  Business Response

  Date: 06/27/2024

  Hi ****,

  Thank you for contacting the Better Business Bureau.

  Our Fraud and Identity team sent you an email on 6/27/2024 regarding your account status. Please review the email for more information and next steps.
  
  Thank you,

  Instacart Customer Experience

   

• Initial Complaint

  Date:06/27/2024

  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.

  Recently I had a string of experiencs that were sub par, unacceptable and the customer serivice was just horrible and I allowed the process to continue, i started with chat, then worked with the appeals and customer service team via email, without too much trouble and then emailed back and forth with trust and safety. Trust and safety informed me that there would ne no objection or fighting against any dispute on my credit card charges involving target, publix or the other transaction I had made recently. I had a sub that was unfit for human consumption, and I was asked if I had returned the sub for a refund. I said no. If I had returned the sub and then asked for a refund from Instacart that would be wrong the person via email implied that I should have returned the wub to the sore. I specifically use Instacart because I do not have time to be messing around complaining and wasting my time in a grocery store and I was trying to cancel the entire order, so I was erasing the items from within the order, after waiting over an hour and sitting on hold with customer service. That's when Al the shopper jumped on and once the shopper is involved, I cannot change the order. Instacart has made it more difficult to cancel orders. I want a refund for the order, and I want the cancelation that I had made honored. I live between three grocery stores now and maybe we need a little time apart for a bit.I need a cancelation for the membership (Monthly) $10.70

  Business Response

  Date: 06/27/2024

  Hi *****, 

  Thank you for reaching out to us and for sharing your concerns in detail. I'm truly sorry to hear about the unpleasant experiences you've had with your recent orders and our customer service.

  Regarding the $17 charge you noticed, this was an additional authorization hold placed due to adding items after the initial checkout. These holds are adjusted once the final total is computed at the end of shopping, which in your case, reconciled to $12.92. I understand how such transactions can be confusing and we appreciate your patience in this matter.
  

  As for the delivery charge, it seems there was some confusion regarding our free delivery policy. Orders must meet a $35 minimum to qualify for free delivery with the Instacart+ Membership. It appears that your item-related charges totaled $29.25, which did not meet this requirement, resulting in the delivery fee being applied. We strive to make our policies clear and apologize for any misunderstanding.

  Should you need additional assistance with canceling an order in the future, we have *********** Articles to further assist with a step by step break down. Canceling an order information can be located at this link: ****************************************************************************;

  To address your request, I will ensure that your order cancellation is honored and that the membership fee for this month is refunded. Please allow a few business days for these adjustments to reflect in your account.

  We apologize for the frustrations you've had and appreciate your patience as we resolve these matters.

  Best, 

• Initial Complaint

  Date:06/26/2024

  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.

  06/26/2024 The Instacart website is engaging in unethical practices making it ****** difficult to delete one's account. There is no way to delete one's account on their website or through their Android application, only through iOS despite being able to utilize their services on their website and/or the Android app. When attempting to request this from customer service, they ended the discussion without addressing the issue. There are likely thousands of people going through a similar frustrating process.

  Business Response

  Date: 06/27/2024

  Hi, 

  I apologize for the poor experience you faced with us. 

  To delete your account please email *****************************. Please be advised Instacart may not be able to delete accounts due to legal or security reasons. They can learn more about this by visiting the Instacart Privacy Policy at ***************************************;

  Best, 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21908650
  
  I am rejecting this response because:

  I want confirmation that my account will be deleted, no matter what. I do not want your services any longer.

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

  Business Response

  Date: 07/01/2024

  Hi ****,

  Thank you for contacting the Better Business Bureau.

  Your personal information has been deleted from our database.

  Please let us know if we can assist with anything else.

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:06/26/2024

  Type:Delivery 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 June 26, 2024, I started accepting batches and everything was fine. Around 3pm I accepted an order that had alcohol. The customer was *******. The customer did not respond to texts or knocks at the door to scan her ID for alcohol. I immediately reached out to Instacart Shopper chat support and the agent asked for my phone number then disconnected the chat after I explained the customer did not reply.Instead of marking the order delivered or complete and allow me to return the alcohol only, the agent canceled the order which penalized ME for the customer not responding.Right after the agent disconnected, the app said batch removed and then I got an email saying my account is under review until the next day at 3:15pm.THERE IS NO ONE A SHOPPER CAN COMMUNICATE WITH ABOUT ACCOUNT ISSUES LIKE THIS AND INSTACART IS ONLY EXPLOITING SHOPPERS. I am a 5 star shopper and this is ridiculous. The economy is bad enough and now Im missing money because your their incompetence!

  Business Response

  Date: 06/27/2024

  Hi ********, 

  Thank you for contacting the Better Business Bureau.

  I completely understand how frustrating it is to have your order cancelled and not being able to get the alcohol return bump. The restriction on your account will end at 3:15 PM today, 6/27/2024. I have sent you an email directly for further information regarding your delivery which was cancelled.

  Please let us know if we can assist with anything else.

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 06/27/2024

  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:06/26/2024

  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.

  Placed an order on Instacart while on vacation 6/7/2024 for total of 265.30$. After the order was placed, notified that my order was cancelled by Instacart due to concern of fraudulent activity. Contacted Instacart trying to resolve why my account was locked. Spoke with customer service and all they could tell me was that the security team locked the account due to suspicion. Asked to speak with security team to try to resolve and prove that there was no suspicious activity. **************** stated that the only way security team will get ahold is via email within 24 hours and I would have to wait on that. Needless to say, since I was on vacation, this was not able to be resolved and remains unresolved at this time. My account is still locked. 10 days after vacation, my credit card continues to have the charge and I have spoke with Instacart again and they have informed me that I was never charged despite what my credit card states. I had them send me an email confirming that I was not charged. I am now working with my credit card company and disputing the charge to get reimbursed.

  Business Response

  Date: 06/27/2024

  Hi *****,

  I'm sorry to hear about the issues you've encountered with your account and order during your vacation. Thank you for bringing this to our attention.
  
  Ensuring the security of our customers' information is a top priority, and sometimes our precautionary measures, such as account locks, are necessary to prevent potential fraudulent activity. We understand how frustrating this can be, especially when it disrupts your plans.
  
  Regarding the charge dispute, I'm glad to hear you've contacted your credit card company and received email confirmation from us that no charge was processed. Please let us know if there is any further documentation you need to assist with your credit card dispute.
  
  To reactivate your account, please complete the secure form sent by our security team. We will be sending you an email containing the form link. This is an essential step to verify your identity and safeguard your account.
  
  We apologize for the inconvenience and appreciate your understanding and cooperation. If there's anything more we can do to help, please don't hesitate to reach out.
  
  Warm regards,

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21907813
  
  I am rejecting this response because: my credit card team is still awaiting response from instacart to resolve the issue for refund. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/02/2024

  Hi *****,

  To assist with your ongoing credit card dispute, we would like to ensure you have all the necessary documentation from Instacart.

  Please let us know specifically which documents or information you require, and if possible we will promptly provide them to support your case.

  Best,