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:05/29/2024

  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 thought my Instacart membership was on monthly and was charged for yearly at that time I had made a purchase thinking it was monthly and realized called them and bc asked them to fix it at that time they told me no cause I purchased something I dont feel Instacart a service is adequate for the amount of money they charge I requested they send me the conversation so I can send to my bank the refused then I was told with in 10 days I couldve been reimbursed I no longer want subscription at all

  Business Response

  Date: 05/29/2024

  Hi Princess,

  Thank you for contacting the Better Business Bureau.

  The Fitbit promotion was activated on your account which is why we charged you the annual membership. Ive cancelled and refunded your membership for the amount of $104.94. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 05/29/2024

  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,
  
  Princess ******

• Initial Complaint

  Date:05/28/2024

  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 a grocery order from Instacart. The shopper messaged about one item being out of stock. I saw the message much later and so could not respond on time. For that specific item, I did not indicate that the shopper find the best replacement item nor refund if not available. The information was simply not available, and since the message said the item being out of stock, I assumed that I will be getting a refund on that item. Later, I received an item that was similar to the requested one, so I requested for refund for "wrong item." Instacart is claiming that the item is marked as best replacement. I am asking that they take it back and give me refund instead because the replacement does not work for me. They are refusing to do anything.

  Business Response

  Date: 05/29/2024

  Hi, 

  I apologize for  the poor experience you faced with us. 

  A refund for the amount of $6.99 has been processed to your account. Refunds dont appear in your Instacart account because we submit them to your payment method. Check your bank or credit card account for the refund in 5-10 business days, depending on your bank.  
  

  Best, 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21771370
  
  I am rejecting this response because:

  I am going to just keep this case open until I confirm that the refund has been processed. Because their initial response was the same - that they will credit my account for the wrong item when I reached out by chat - and then they reversed their decision by stating so in the email. So I am going to keep this open as long as I confirm from my credit card statement.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 05/29/2024

  Hi ****,

  Thank you for contacting the Better Business Bureau.

  A refund for the amount of $6.99 has been processed to your account. Refunds dont appear in your Instacart account because we submit them to your payment method. Check your bank or credit card account for the refund in 5-10 business days, depending on your bank. 
   
  Best, 

  Instacart Customer Experience

  Customer Answer

  Date: 06/04/2024

  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:05/28/2024

  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.

  I recently tried to place an order with Instacart.com using the phone app. However, after submitting my order, I received a text message informing me that my order was cancelled and my account was under review. When I reached out to Instacart for assistance, I was told to follow the instructions provided in the email I received. This isn't the first time this has happened. In a previous incident, they requested copies of my driver's license and credit card. When I refused, my membership was blocked, and I was informed that I would no longer be able to use my Instacart account. I've also experienced being hung up on by customer service when questioning this issue of fraud and identity checks. I've been using Instacart since the ******19 pandemic in 2020, and suddenly my account is being flagged for fraud. They canceled my account and didn't refund my annual fee from February 2024. I believe something fraudulent is going on, which is why my complaint. Please advise. Thank you.

  Business Response

  Date: 05/29/2024

  Hi, 

  I apologize for the poor experience you faced with us. I understand you're concerned about submitting photos of your ID and credit card.
  
  After reviewing your appeal, they couldnt identify information that would result in a reversal of your deactivation. Your account will remain deactivated.
  
  Best,
  
  

• 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.

  I May 25, 2024. I purchased some groceries from ***** Instacart. I had a driver that took my groceries to the wrong apartment. He did not come to 20 6725 Creekside he came to the first bill and I dont even know what that address is, but their apartment is 107 but they have a blue crate and a black crate sitting outside their door. I dont have either one of those in front of my door. I have tube chairs and a black table and a barbecue pit and the guy lied and said that he put the groceries there, I have proof I sent pictures sent pictures to Instacart, but because their drivers are not paying attention to what theyre doing and this was my third time they told me that theyre not going to refund me my money. I am a senior citizen on a fixed income, and those were my groceries for the week now Im out of $60 worth of groceries all because the driver misdelivered the groceries and because the Instacart is defending their drivers because they keep making mistakes and the customer has to pay for their mistakes. I cant afford to lose money like this. They debited my account but now they dont want to refund me my money. I dont have the groceries nor do I have the money and Im supposed to just take that thats not fair. I want my money refunded to my debit card in 5719 and my food stamp card. I am on a full full dis and I have limited funds and the driver took my stuff to the wrong **************************************************************************** nothing they could do about it because this was the third time this has happened. I cant help it if the drivers dont read the right address and pay attention to what theyre doing so the customer is wrong and has to lose money , I dont think thats fair. I dont care if Instacart goes out of business. Stolen from a senior citizen because their driver cannot read because somebody else done this to me twice and Im supposed to take the loss

  Business Response

  Date: 05/29/2024

  Hi, 

  I apologize for the poor experience you faced with us. 

  A refund for the amount of $52.92 has been processed to your account. Refunds dont appear in your Instacart account because we submit them to your payment method. Check your bank or credit card account for the refund in 5-10 business days, depending on your bank.  

  Best,

• Initial Complaint

  Date:05/28/2024

  Type:Order 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 the Instacart app to place an order for groceries from a local store. The app somehow signed me up for a year of Instacart+ and charged me $99! I never opted for this, and I certainly don't have $100 to spend on it. The customer service rep said they cannot refund me because I placed an order "under the membership". I placed an order with no knowledge of the membership or the $99 charge. Please help me get my money back, this is literal robbery and I have a family to feed.

  Business Response

  Date: 05/29/2024

  Hi,

  I apologize for any inconveniences this charge may have caused, I understand how concerning it can be to be charged for a subscription. 
   
  At this time we are unable to refund your account for the Instacart+ membership because, you placed an order during the subscription period.
   
  Best, 

• 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.

  My last order I want fully refunded for the experience I had going outside too meet some who left my food at an abandoned house with rats outside! I have reached out too customer service within time frame told ** getting a refund and nothing happened . My order

  Business Response

  Date: 05/29/2024

  Hi, 

  I apologize for the poor experience you faced with us. 

  We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.
  
  Best, 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21768715
  
  I am rejecting this response because: they allowed someone to deliver food items to an abomination house. Please review again before lawyers get involved 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/29/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  I apologize for the poor experience you faced with us.
   
  We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21768715
  
  I am rejecting this response because:
  I was promised from service representative that I would get a refund 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/06/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  I apologize for the poor experience you faced with us.

  We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.

  Sincerely,

• Initial Complaint

  Date:05/28/2024

  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 work for instacart as a shopper, in March 26, 2024, I shopped at ****************, **, for instacart customer, I tried to pay the batch with Instacart Card, however, got decline either using apple pay or physical swipe. In order to finish the batch on time, I paid with my own card, total amount of *****, and requested reimbursement afterward.However, my reimbursement was decline, and I contacted the customer service 3 times, and everytime they told me I will be fine, and I should get my money back in a few days. BUT NEVER.The most recent reference number that the last rep gave me is *********.

  Business Response

  Date: 05/28/2024

  Hi Zhe,

  Thank you for contacting the Better Business Bureau.

  I reviewed your account, and we approved your reimbursement request on 5/28/2024 for the amount of $22.06.
  
  Youll see the reimbursement added to your next weekly payment.
  

  Please reach out if you have any other questions.
  
  Best,

  Instacart Customer Experience

  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.
  Hope this complaint will not affect my work as a shopper for instacart.

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

• 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