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:06/24/2024

  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.

  On June 21,2024 I placed order with insta cart a purchase of $41.00. so on June 24th,2024 I placed a another order of $43.08 the same way in was charged $***** to my card .that I wouldn't have agreed because it showed me ***** then once I got a notification from bank I seen that ***** to my account I tried reaching out to customer service number in ***** we very unprofessional in discarding my concerns I'm a valuable customer in they lost a good customer over$ *****.

  Business Response

  Date: 06/24/2024

  Hi ********,
  

  Thank you for contacting the Better Business Bureau.
  

  I reviewed your orders from 6/21/2024 and 6/24/2024. The orders were for totally different items and that is why the totals were different. Please review your digital receipts for further information.
  

  Thank you for using Instacart.
  

  Best,
  

  Instacart Customer Experience

• Initial Complaint

  Date:06/24/2024

  Type:Billing 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 have had an instacart account for over a year and use it often, have placed many orders and spent thousands of dollars on groceries for my family. On 6/20/24, I ordered an online grocery order directly from my local grocery store. There was a button that said "instacart+" which I clicked, believing that I was importing and using my current account. It created a 2nd account and charged me $99 for a new membership. When I called customer service they would not reimburse me because I had "already placed an order" under the new account, which I thought was my old/current account. At no point did I willingly or knowingly authorize a new account or a charge for a new account, and the company refuses to reimburse me because I unknowingly used the wrong account to place an order.

  Business Response

  Date: 06/25/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Im sorry that Instacart+ isnt working for you right now. Ive cancelled and refunded your membership at a prorated amount of $97.60. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 06/25/2024

  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:06/24/2024

  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 a CA resident and have a right to request to delete my account according to CCPA. I did so on 4/5/2023 with Request ID: **********. But they refused to delete my account without asking for any additional information for verification or providing any reason. They dont respond my emails. Even though I attempted to contact them million times by email, chat, phone call they keep violating my right and not responding me at all.

  Business Response

  Date: 06/25/2024

  Hi, 

  Im sorry to hear that you want to delete your Instacart account.
  
  To delete your account, please email *****************************.
  
  They can help with any questions regarding your account deletion or other related issues you have.
  
  Best,

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21893411
  
  I am rejecting this response because:
  
  

  they refused to delete my account again without providing any reason 

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

  Business Response

  Date: 06/27/2024

  Hi *********,

  I apologize that you faced this negative experience with us.

  A specialist sent communication to you via email on 01/16/2024 regarding the report you made. Please review the email sent for more information.

  Best,

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21893411
  
  I am rejecting this response because:
  
  the email business referring to is attached  which is violation of my rights by refusing to delete my information. Also I dont find any useful information or attempt to resolve the legal issues such as requesting further information 

   

  Hello,
  Thank you for submitting your personal information request.
  Unfortunately, we are unable to fulfill your request at this time for legal or security reasons.
  Regards,
  The Instacart Global Privacy Team
  Reign J.
  Trust & Safety, Instacart

   

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

  Business Response

  Date: 07/10/2024

  Hi *********,

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

  We have received your request and we have bargain to process your account deletion.

  Best,
  
  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21893411
  
  I am rejecting this response because:
  

  They havent started it yet. I havent received any communication from the merchant regarding they even initiated the process yet. They need to send a confirmation to show that my account and information is deleted.

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

  Business Response

  Date: 07/15/2024

  Hi *********,

  Thank you for contacting the Better Business Bureau.

  Your account has been deactivated and your personal information has been deleted.

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21893411
  
  I am rejecting this response because:

  
  Please send me an email confirmation of the competition of deleting my account.

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

  Business Response

  Date: 07/16/2024

  Hi *********,
  
  Thank you for reaching out to the Better Business Bureau. They can help with any questions regarding your account deletion or other related issues you have, please email *****************************.
  
  Best,

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21893411
  
  I am rejecting this response because:

  They lied in their previous response about deleting my account.
  They didnt delete my account and keep wasting my time. They dont even care to open my case and look at it and reply me with their template email response as always. This business is not trusted at all.

  I need my account and all information to be deleted and need a email confirmation from Instacart that account deletion has been completed successfully.

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

• Initial Complaint

  Date:06/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order and decided to use the option for a third party to make installment payments. I was directed to the to the third parties website to enter my information and redirected back to Instacart to place the order. Once the order was placed the entire amount was deducted and not the partial payment plan suggested. I reached out to the other company and they informed me that they have been having issues with Instacart for processing such payments as Instacart does not accept the pay later option. Its a little confusing because they offer the option at checkout. I reached out to customer service and was told that there is nothing that can be done since the order was delivered. I explained that providing the option is misleading if its not available. I was offered a $5 *** credit only after inquiring, which happened after being told theres nothing that can be done. This is not an adequate compensation given that I aimed to place an order that was feasible for my means. If there is a known issue with this companys payment method it should not be available in checkout on Instacart.

  Business Response

  Date: 06/24/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  Your first Klarna payment is based on the authorization total divided by 4. The authorization hold may be higher than your order total at checkout, but your balance with Klarna will be adjusted to match your order total following delivery of your order. The following 3 payments will be adjusted based on the final total of your order minus the first payment.
  
  The remaining 3 payments are due every 2 weeks after purchase.
  
  For questions about how to make a payment or for balance inquiries, contact Klarna at **************.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21892647
  
  I am rejecting this response because I am fully aware of how Klarna payments work. I used the option for that order and was charged the full amount for the order. I reached out to ****** and they confirmed that the 4 payment plan was not applied. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/27/2024

  Hi *****,

  I apologize that you faced this negative experience with us.

  I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.

  Best,

• Initial Complaint

  Date:06/24/2024

  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 ordered items from Instacart from ******* at 1:00PM on Sunday 6/23. I was promised the order would be delivered between 5-7PM. As of 7:45 no one could get in touch with the instacart shopper and my items were not delivered. Instacart customer service canceled the order and set up a redelivery which was supposed to go to a new address provided. At 8:30 I saw they were going to send it to the old address again so Instacart canceled again and could not get the delivery to me. I was promised 3 times they would provide a $25.00 account credit. And now they are lying saying they cannot provide the credit for a multitude of different reasons.

  Business Response

  Date: 06/24/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  You cancelled your order from yesterday because it was being delivered to the wrong address and the delivery was delayed. I understand your frustration. We've added a $10.00 credit to your account for the delay. Unfortunately, we are unable to add a $25.00 credit. Additionally, the previous agent added a free delivery for any order over $35.00.

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

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:06/23/2024

  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.

  You charged me for four mangos but I got three. Check the chat and the guy said theyre all too ripe. I said just give me 2 then and he said ok. Well he gave me three and still rang me up for 4. You need to credit me for one mango. His fruit selection was sub par. He picked out dying brown flowers for me. I want him added to a list banned from shipping for me.

  Business Response

  Date: 06/24/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you will receive a $12.30 credit on your Instacart account.
  
  I also removed the shopper from doing your orders again.

  I am so sorry again for the inconvenience. Thank you for being an Instacart customer!
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 06/24/2024

  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. I requested a refund for one mango only. I think you did too much. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/23/2024

  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.

  On June 21st 2024, I placed an order for DTLR. I ordered **** dunks in a size 5Y. Before placing the order, after putting in the address, it asked how I wanted my items. I selected to hand deliver to me face to face. After I placed the order I got the first notification, it said "this item is likely out of stock, please pick your substitutions" I put no substitutions, refund. I, after some time, received a notification via instacart stating my order was canceled due to item unavailability. THENNNN, Shortly after that, I received another notification. This time it was from Klarna which is who I used to pay, informing me that my order was canceled, so in turn my payment of pay in 4 was canceled. Next thing I know, there's a knock on the door........ it was the neighbor asking if anyone had placed an order with DTLR. The driver specifically neglected the instructions. The neighbor very well could have kept the shoes. I also don't understand why the driver grabbed any item. There was zero substitutions, it was set for refund only. He didn't adjust it, my receipt shows the shoes I ordered in a size 5. He delivered a completely different shoe in a completely different size. If the driver had delivered to myself, to the correct address, I would have refused the item. However I was denied that opportunity because the driver failed to follow simple instructions. Dtlr can't refund me bevause I bought through instacart and told me they thought I might be able to request a return initiated by instacart.... however they followed up by saying even if that happened it couldn't be returned because the shoe I received and the shoe on my receipt are COMPLETELY different. Instacart refuses to help me. This is completely unacceptable because this is their fault as a company and on behalf of their employee. There should've never been any item picked up, there shouldn't have been a replacement, it shouldn't have been dropped off in front of someone else's house right on their porch.

  Business Response

  Date: 06/23/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  We apologize for the shoes being replaced when you clearly put "Do not replace".

  Here is a confirmation that you will receive a $97.20 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

• Initial Complaint

  Date:06/23/2024

  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 have an instacart annual membership which I pay a fee. In May a fraud charge was on my credit card by instacart and I filed that notice with my credit card company. Instacart in return froze my account. I contacted instacart on 6/6/24 and they told me I would have to fill out a form to unfreeze the account and it would take 5 business days to process. I submitted the form on 6/6/24 and as of 6/21 have not received a reply. I contacted **************** by phone on 6/21/24 asking for assistance with th account which the represenetative said I could expect an email response that day. But I did not receive any communication from instacart. On 6/23/24 I called service again this time to request my account be closed and to be compensated the remaining portion of my membership for the year since I have not been able to use the account. They said tha a supervisor could not assist with it and that I could only communicate with the fraud department but that the fraud department does not take calls that I can only communicate by email. I am now paying a subscription that I can not use and I can't actually to seem to be connected with anyone that has authority to clear or close the account. At this time I would like the account closed and my membership which I can not use be refunded.

  Business Response

  Date: 06/24/2024

  Hi,

  Our system shows you have an open dispute on your account. You cant place orders until you contact your bank to withdraw the dispute. Search your inbox or spam folder and respond directly to the email from our account security team with proof your bank withdrew the dispute.
  
  We appreciate your understanding.
  
  Best,

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21889906
  
  I am rejecting this response because: the fraud was in fact fraud. I wish to close my account. I was told I can not talk to your fraud department only by email. I tried to email but it forces me to do that via my account which has been frozen by Instacart . Please close the account.

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

  Business Response

  Date: 06/26/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Our system shows you have an open dispute on your account. You cant place orders until you contact your bank to withdraw the dispute.
  
  Search your inbox or spam folder and respond directly to the email from our account security team with proof your bank withdrew the dispute.
  
  We appreciate your understanding.
  
  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:06/23/2024

  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 ordered something and then I wanted to cancel it. Ordering it was way many 20 times easier to order them to cancel, ordering was encouraged and made so very easy, but canceling it even within one minute required so much effort its ridiculous. They clearly do not allow canceling. And I have a problem with that.The reason to cancel was that the final amount was twice the cost of the original amount with hidden fees. Hidden fees. Beware.

  Business Response

  Date: 06/23/2024

  Hi ****,

  Thank you for contacting the Better Business Bureau.

  Your order has been cancelled.

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

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:06/23/2024

  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.

  On the 21st I placed an order in the Instacart app worth approximately 52 dollars, I used credits within the app and also a discount, which I contacted them many times and I couldn't resolve anything. I had ordered body mists and a makeup and pimple patches which the only thing they gave me was the broken body mists with no lid and a foundation of the wrong size since I had chosen a large one. After that I contacted them and they were going to give me a refund and they told me that they had processed it and then I entered the app and it seemed to me that I should return them, after that I returned them. Since I contacted support and they told me to return it and I returned it to the ********* store and the ********* manager told me that they could not give me a refund there in that store because the original payment was from the Instacart shopper delivery card like this I told Instacart this and they made me send a message to them for hours and they didn't help me resolve anything and I spent hours sending messages and all the specialists told me that they were going to refund me and in the end they did nothing and in the end they promised me a refund of credits and he didn't give me anything and now that I return everything they sent me now I can't get a refund because they dont help me solve anything.

  Business Response

  Date: 06/23/2024

  Hi, 

  I apologize for the poor experience you faced with us. 

  After reviewing your appeal, they couldnt identify information that would result in a reversal of your deactivation. Your account will remain deactivated.
  
  Best,
  
  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21888970
  
  I am rejecting this response because:
  It's not fair that they didn't give me what I ordered and that they don't want to give me a refund I did return the products. You promised me a refund if I returned the things and what a surprise that they are such thieves that they deactivate my account for no reason. but keep all my money, thieves must be hungry . You guys make me spend hours talking to support to get them to come up with this? Now I want a refund, my account is the least important thing, I just want my money.
  
  

  Business Response

  Date: 06/26/2024

  Hi C,

  Thank you for contacting the Better Business Bureau.

  Our system shows you have an open dispute on your account. You cant place orders until you contact your bank to withdraw the dispute.
  
  Search your inbox or spam folder and respond directly to the email from our account security team with proof your bank withdrew the dispute.
  
  We appreciate your understanding.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21888970
  
  I am rejecting this response because: I opened a dispute because you did not want to return my money. I spent about 4 hours with support so they could help me and everyone was friendly but no one could resolve anything apart from that they banned my account for no reason because I only told them that I had already returned the items to give me a refund and they did not want to return anything and it is something that you promised to do literally, I received  broken items and another that was wrong size I also did not receive the rest I ordered and you guys did not even want to give me my money. I can remove the dispute but refund my money that I spent at instacart and want my coupons back and reactive my account  again or something this isn't  fair that  treat me like this.

  
  
  Sincerely,
  
  Desirene C

  Business Response

  Date: 07/10/2024

  Hi ********,

  I apologize that you faced this negative experience with us.

  Upon checking, a specialist sent communication to you via email on June 23, 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. If you have any questions or concerns, please respond directly in that thread.

  Best,