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:05/28/2024

  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.

  The last two orders I have received from Instacart have contained expired, moldy items. The first order contained energy smoothies, which I didnt notice were expired until I opened one and there was green mold on the inside of the cap. I realized it had expired over a week prior to me receiving the order. I did receive a credit for that. I used that credit to place an order for iced coffee to replace the moldy energy smoothies, that was only available at a store further away so I paid an extra $4 for that order. I received that the same day, 5/27/24, and this morning when I went to drink the iced coffee, I noticed it was also expired and had been expired for several days prior to me receiving it. Instacart is refusing to rectify the situation because of me reporting the moldy smoothies. I will not be paying for expired items, so Instacart needs to rectify that. I have proof and will be using that.

  Business Response

  Date: 05/28/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you will receive a $5.99 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:05/28/2024

  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.

  Transaction Date: 4/10/2024 I paid $217.71 The business committed to deliver me a non defective 43 inch Onn Roku 4K ********* The nature of the dispute is that the ** arrived defective, so I returned it at *******. I bought the ** through Instacart, and Instacart bought it from ******** Instacart is a delivery company. That's why I returned the ** at *******. Instacart received back their money, but Instacart has not refunded **** returned the Onn 4K ** Smart ** at ******** I started a return on Instarcart within 7 days of receiving the item. I send a screenshot when Instacart responded to my return request on April 12. I tried returning it at ******* within the 7 days of receiving the item, but ******* did not accept my return because I did not have the original ******* receipt. Instacart provided me the ******* receipt until May 11, 2024, which was the day I returned the item. ******* refunded the money to Instacart to a Mastercard card, which I am not associated with. I provided a picture of the refund return receipt by ******** Instacart has not refunded me. The ** had a dead pixel, so it came defective. I submitted a photo of the dead pixel. I emailed Instacart (submitted photos of the conversation), but Instacart never responded.

  Business Response

  Date: 05/28/2024

  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:05/27/2024

  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 am an annual subscriber to Instacart and use the service fairly regularly. Today, I opted to get a delivery vs. going to the store myself as they had a promo/credit offer that stated if you spend at least $20 (before taxes and fees) and did so on Memorial Day with specific stores than you would get a $10 credit applied at checkout. I did not get the credit so chatted with support to correct the charge. I'd read the fine print and taken a screenshot to be sure. I was then told the only way to get the credit was to order from a special "Memorial Day" list, which could not be found even with the help of support. The instructions they gave just redirected back to the fine print of the promo that clearly stated I was eligible based on the parameters of the promotion in writing. Now, that might have been an error on their part, but upon proving myself correct I expected they'd at least apply a credit for the $10 and possibly correct their terms and conditions. They did not, just said "sorry, and thanks for understanding" Well, I'm sorry, but essentially you deceived me (even if unintentionally) into ordering delivery tonight vs. going to the store and then didn't honor your own terms and conditions. This is absolutely not okay and I'm just tired of businesses making money this way and I'm willing to put in the time to do whatever I can to stop it. Likely, if I was talking to a better support team and/or a leader in the organization this wouldn't have ended the way it did. Now I'm out $10 and an hour of my time trying to "right a wrong" and left completely violated. It's not the $10 - it's the principle of running a good business and there being consequences to the actions of the people you put on the front lines to take care of your customers - which didn't happen at all today sadly.

  Business Response

  Date: 05/28/2024

  Hi ****,

  I apologize that you faced this negative experience with us. The coupon did not apply to your order because it did not meet the qualifications. The order you placed was on our Instacart.com app or website, the coupon applies to orders placed on the *** website that is powered by Instacart. I am sorry for any confusion this caused. 

  Please let us know if we can be of further assistance. 

  Best,

   

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21766559
  
  I am rejecting this response because not only is the description of the issue completely different than what support advised (adding to negative customer experience), but it also makes no sense. You're telling me that I would have been eligible for the coupon advertised through Instacart, because it applies to using Instacart which is why its advertised on there, by not using Instacart and rather going directly through QFC to order my delivery.

  I clicked the link for the coupon, it explained the terms and conditions. There is an attached screenshot to the compliant. It shows in every way I was eligible for the coupon for my $57 order. You're rep said I didn't get it because I had to order $20 worth of items from a "special Memorial Day list" and your saying I could only get it by ordering through QFC directly. The first advisory at least made some sort of sense, but its not listed in the terms and conditions and it definitely not made clear while ordering/clicking the link. I've done deals like this through Instacart before where I have order from select items to get discounts and its been clear. This is the first time I've had an issue and requested support to HONOR the terms and conditions you put out there (again - screenshot attached). 

  I am really hoping and still obviously trying to have faith that this is an honorable business and you can learn something from this interaction. I've spent more than $200 of my time trying to resolve this and so clearly its not about the $10 as much - it is the principle. You take care of me as a customer and do what's right when I need you or you lose my business. Its that simple. 
  

  In summary, either honor your terms and conditions or I will go ahead and move to the grocery store direct delivery offerings and cancel my Instacart membership that I've had for +3 yrs. We are talking about $10 here to you, but to me its the principle of knowing if/when something goes wrong the business is going to take care of it - again its that simple. 
  
  
  

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

  Business Response

  Date: 05/30/2024

  Hi ****,

  Thank you for contacting the Better Business Bureau.

  We are unable to refund $10.00 off your order from QFC since the coupon was not eligible to be used on Instacart directly. We have gone ahead and added a $15.00 credit to your Instacart account for the inconvenience and delay in resolving this issue for you. The credit will automatically apply to your next order before checking out and there is no expiration on the credit. 

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

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:05/27/2024

  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 April 10th, Instacart locked me out of my account without notifying me. It took me a few days to realize, and when I did, I had to call their customer service just for them to tell me that I had to send documents verifying my identity, claiming that I should have received an email prompting me to do so, which I never did. I sent the documents on April 13th. To this day, I have never received a response back. I am certain that they have banned my account at this point without reason and will not give me an update. Prior to this, I have had to dispute Instacart charges several times because of their fraudulent practices. I have attempted to request a refund for many missing, incorrect, and rotten items that their employees have delivered to me without my permission, when I clearly have my settings set up to refund my account if an item/food is not available OR in good or edible condition. They always send me a generic email stating that they cannot approve my refund because of the many issue reports that I had to file with them through their app, which were all VALID. I am suing Instacart for $2,585 for unfair and deceptive business practices, emotional damages, filing fees, and serving/mailing fees. Their refusal to provide refunds for legitimate complaints about my ROTTEN and MISSING and INCORRECT items, despite my evidence that is clear as day with every single report. Every time I make an issue report, they fail to honor their refund policy by sending me a generic email without addressing my issues. Their lack of responsiveness and failure to address my valid complaints in a timely manner shows how little they value their customers. They breach their contractual obligations by failing to provide the services they claim to offer. They cite generic community guidelines as a blanket reason for denying refunds without providing evidence or specific violations, misleading customers like me.

  Business Response

  Date: 05/29/2024

  Hi Antown, 

  Our Trust & Safety Team followed up today via email requesting one more piece of information prior to reactivation. Please follow up with the requested documentation so we can get your account reactivated. 

  Thank you for your patience. 

  Best, 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21765616
  
  I am rejecting this response because:
  

  I sent more documents with the requested card info on this same day and you still HAVE NOT reactivated my account. See you in court.
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/05/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Our Fraud and Identity team reactivated your account today. They sent you an email letting you know.

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 06/05/2024

  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:05/27/2024

  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 had put in an order that was delivered yesterday. The shopping and delivery itself went fine, but hours after the delivery was made, I got a notification from my bank that Instacart was putting an extra 22 dollar charge on my card for the delivery despite the total of the order being less than the pre-authorized charge they had placed. I checked the receipt and it turns out I was charged an additional Checkout Bag Fee for 27 CAD with a 4 CAD tax for it. I had shopped through instacart at this grocery chain before but had never been charged a checkout bag fee, let alone at such an exorbitantly high price. My order had used only one reusable bag which should not justify the 27 dollar charge. I emailed them and chatted to their support about the issue but was informed by the customer service rep that the checkout bag fee is automated by their system and there's nothing they can do to refund this. This is a ridiculous and unreasonable charge that came out of nowhere.

  Business Response

  Date: 05/27/2024

  Hi Tp,

  Thank you for contacting the Better Business Bureau.

  I have sent you an email directly regarding the bag fee. Please refer our communication to that email.

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21765436
  
  I am rejecting this response because:
  
  In the email sent to me, it was stated that they would have a follow up regarding the issue within 48 hours, but it has been more than 48 hours and I have yet to receive any follow up email whatsoever. 
  
  Sincerely,
  
  ***********

  Business Response

  Date: 05/30/2024

  Hi TG,

  Thank you for contacting the Better Business Bureau.

  I am in the process of working your issue with the bag fee and will contact you today via email with further information.

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  The merchandise return automated statement my bank sent me stated that it's 27 CAD rather than the 30 mentioned in the email, but I will cut my losses and not pursue this issue any further. 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:05/27/2024

  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 5/19/2024 I had a delivery and didn't receive the two ********** of **** Pacs (32 ct) each. I let Instacart know and they are refusing to refund them. The total is ***** +1.55 for tax=25.99. The shopper also charged a reusable bag which I didn't receive, she gave me a paper bag. The total of the reusable bag is .74 +.05 for tax=.79. The total that I am owed is *****.

  Business Response

  Date: 05/28/2024

  Hi,

  I apologize that you faced this negative experience with us.I refunded $25.99 to your original payment method. You won't see this refund in your Instacart account. Check your bank or credit card account for the refund in 5-10 business days, depending on your bank.
  
  Instacart charges bag fees in accordance with local, city, and state laws. We cant refund customers for bag fees. I apologize for any inconvenience.Please let me know if theres anything else I can help you with.
  
  Best,

• Initial Complaint

  Date:05/27/2024

  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 didnt receive my order contacted instacart they said they couldnt refund me i asked for proof of delivery and nothing was told they would contact me and still nothing

  Business Response

  Date: 05/28/2024

  Hello,

  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 had an issue with replacement items, you can avoid future issues by updating your item settings to Do not replace. Visit our *********** to learn more about replacement settings.
  
  Thanks, as always, for being part of our community.
  
  Best,

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21764681
  
  I am rejecting this response because: so my refund is being declined when not only do i have a camera recording no one showed up but you couldnt provide proof picture delivery 
  I want my refund this is robbery 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/29/2024

  Hi ******,

  I apologize that you faced this negative experience with us.

  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.

  Best,

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21764681
  
  I am rejecting this response because:
  I want proof of delivery if not im filing a complaint with the state attorney general for fraud and not wanting to issue me my refund
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/26/2024

  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 received an Instacart order with many many errors. One, I ordered gluten-free bread and indicated a gluten-free substitute that would be acceptable. Instead, the shopper brought me bread with gluten that I cannot eat. Two, I ordered a bag of avocados, and she brought me a single avocado. Three, I provided instructions to bring me a package of chicken that expired June 2 or later so I would have time to use it. Instead, she brought a package that expires on May 29 which I cannot use before then. I reported all three issues to Instacart Via their app, they refused to refund my money. I called and they refused to let me speak to a supervisor.

  Business Response

  Date: 05/27/2024

  Hi,

  Weve received a high number of order issues from your Instacart account. Unfortunately, after reviewing this activity, your account isn't eligible for credit, refund, or redelivery at this time. If you think this is an error, I can send you a link to an order appeals form.

  Please dont submit multiple requests. Doing so may cause processing delays.

  Best,

   

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21763178
  
  I am rejecting this response because:
  They are ignoring my request and the issues. I provided all information and photos that they requested. They gave me several wrong items, one of which I am severely allergic to  and told them not to bring, but they brought it anyway.  I have celiac disease, and they substituted bread with gluten instead of the gluten free bread I ordered. This is a serious health safety issue! I expect a refund !

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

  Business Response

  Date: 05/29/2024

  Hi *****,

  I apologize that you faced this negative experience with us.

  We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery on this order. 

  If youd like to appeal this review, please fill out the form a specialist emailed you on 5/29/24.

  We recommend not submitting multiple requests to avoid possible processing delays.

  Best,

  Business Response

  Date: 05/29/2024

  Hi *****,

  I apologize that you faced this negative experience with us.

  We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery on this order. 

  If youd like to appeal this review, please fill out the form a specialist emailed you on 5/29/24.

  We recommend not submitting multiple requests to avoid possible processing delays.

  Best,

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21763178
  
  I am rejecting this response because: 
  They just keep saying the same thing over and over again and not addressing my issues. As a business, you cant take my money and then not give me what I purchased and just say you wont give me a refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/09/2024

  Hi *****,
   
  I apologize that you faced this negative experience with us.
   
  We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery on this order.
   
  If youd like to appeal this review, please fill out the form a specialist emailed you on 5/29/24.
   
  We recommend not submitting multiple requests to avoid possible processing delays.
   
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21763178
  
  I am rejecting this response because:
  Once again, they just keep saying the same thing and not addressing any of my concerns. They delivered me an order that did not include items I ordered, And brought a substitution that I was highly allergic to which I specifically told them not to bring on one item, so they owe me a refund!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/10/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  We understand your concern and apologize for any inconvenience. Unfortunately, we cant remove the account restriction at this time. Were happy to review your most recent order issue to determine next steps.
  
  If youd like to appeal your recent order issue, please email **************************.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21763178
  
  I am rejecting this response because:
  This is ridiculous! Instacart reps literally just keep saying the same thing in every response, never addressing my concerns! Which are, that there are items I paid for that I never got, and one other item they substituted an item with gluten containing bread when I ordered gluten-free bread since I have celiac disease, which I responded by telling him not to bring that bread and they did anyway, which is a serious health risk! I was hoping the BBB would help me a hold them accountable , But unfortunately, they are not taking any of this seriously. Am I going to have to contact an attorney?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/26/2024

  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 used instacart on Saturday May 25th and I did not receive most of my items and the items that I did receive were damaged. When items were delivered I asked them if they were going to take a picture of the delivery and they said they took it In the car. I wanted replacements for items that were not there and they did not replace them.

  Business Response

  Date: 05/26/2024

  Hi ***,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you will receive a $35.75 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:05/25/2024

  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 ordered a Publix order today 5/25/24 on folly rd charleston sc. the shopper was horrible. First I want her banned and never shop for me again, blocked from picking up my orders. Her produce selection was horrible. Attached are pictures of over ripe mangos (6 of them!!!!) that are oozing. When then they are over ripe you literally cant eat them, theyre rancid mush. Then 3 pears that were brown with skin sloughing out, again couldnt eat at all. Two avocados so ripe you can see in the picture my fingers making indents squishing them superficially there brown and no good inside. All of these went to the trash. 6 mangos, 3 pears and 2 avocados. Do you know how much food for my kids that was?!?! I have to go to the store now bc thats ALOT of food we dont have for healthy diets. Shopping got real good for many months now and today was subpar horrible like months ago. I want refunds on the above 11 pieces of produce I had to throw out and I want her banned and NEVER able to shop for me. Nadehzdha should be fired!!!!

  Business Response

  Date: 05/28/2024

  Hi *******,

  I apologize that you faced this negative experience with us. I applied a {$16.54 credit to your Instacart account. You can see this in the Credits, promos & gift cards section. The credit automatically applies at checkout on your next order. Remember that Instacart credits dont apply to alcoholic items. I have also unpaired the shopper from your account so they will no longer receive your orders.
  
  Im sorry there was an issue with your order. We appreciate the opportunity to make it right. Please don't hesitate to reach out if we can be of further assistance.

  Best,

   

  Customer Answer

  Date: 05/28/2024

  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,
  
  *********************