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:05/12/2024

  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 join the Instacart plus with promotion $19.99/ year , and then bought a gift card to load into the account, after a few used. The account was locked and I already send all the required ID, and it said still cannot reactivate my account. There are still like $50 credit in my account and the one heat plus membership are just used like a few day . I contact the customer service and ask they wha its the reason for blocking the account. No reason was given and only ask me to read the Instacart Terms This js a scam that to have me join the membership with promotion and then I am thinking of I am able to use more and get the gift card credit, and account for closed down without any refund for all that after a few days use

  Business Response

  Date: 05/12/2024

  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: 05/12/2024

   
  Complaint: 21699832
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/14/2024

  I have upload my ID and the order was for my in law, and she will want me to pay with her credit card directly . I also upload her ID and her credit card info. and the account was still lock ,with no reason given, and not communication from Instacart at all . 

  Business Response

  Date: 05/14/2024

  Hi *******,

  I reviewed your account, and our specialized team denied your appeal.
  
  Please refer to the email they sent for more information.
  
  Thank you,

• Initial Complaint

  Date:05/11/2024

  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 placed an order for three hanging flower baskets through a **** ***** website and paid extra for delivery. I received a text several hours later showing my order was cancelled. I called the number that was left and it was insta cart. I had no idea I was getting outsourced to insta cart delivery. They said there were no hanging baskets. I called the store directly and they told me they had many hanging baskets. So I called back to insta cart and complained that the person who claimed to have gone shopping to do my delivery lied and did not shop as the store said there was plenty of hanging baskets available. They offered to refund my money but too little too late. These were Mothers Day gifts and now its late Saturday evening the night before Mothers Day. They completely ruined my gifts to give my mother and both my daughters. I spoke with the customer service manager at the store and she said I had to complain to instacart as they are who was handling the delivery. Then they did not put my mo ey directly back into my account t as fast as they took it so now Im in limbo waiting for a refund that Im not seeing.

  Business Response

  Date: 05/12/2024

  Hi, 

  I apologize for the poor experience you faced with us. 

  At this time we ask that you allow 3-5 business days for your funds to re-enter your account. I apologize, at this time we have no way to expedite your refund. 

  We appreciate your feedback and will use this information to improve our services in the future.
  

  Best, 

  Customer Answer

  Date: 05/14/2024

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

  Customer Answer

  Date: 05/14/2024

  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:05/11/2024

  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 am locked out of both my Instacart accounts. the usernames are ***************** and ***************** I created one to use to order things for my mom who lives in ***** and one to order things for myself. I tried several times to unlock my account with no success. I have called and keep getting the run around. I am not sure why this is happening. I have received zero help. Locking my account when I have provided all the relevant proof that the cards belong to me is unacceptable. Unlock my account immediately.

  Business Response

  Date: 05/12/2024

  Hi, 

   I apologize that you faced this poor experience with us. I have sent an email with further communication regarding this matter. Please direct all additional questions and concerns to that email, and I will address them. 
  

  Best, 

• Initial Complaint

  Date:05/11/2024

  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 requested a few items to get delivered to my hotel room through Instacart. On the app an employee received my order and through the app I communicated with him to make sure he did not bring the food to the hotels front desk in the lobby. I first said thank you to the employee, **** for taking the order and asked the employee respectfully to please bring the food to my room door, by knocking on the door and leaving the food at the door for me to receive it. After not receiving a response, I asked the employee to confirm that he has seen my request so that I did not have to worry. ****, the Instacart employee, to my surprises responded by asking, Your legs broke. I responded to his question if my legs were broken by saying no but I am paying for it to get delivered to me. I was surprised he asked that question and I wrote if you dont want to bring it up then just say no and I will contact customer service about your customer service. I closed off saying that I am offering too pay you an additional tip if you dont mind bringing the food to my hotel room door. The employee responded by sending a photo flicking me off, raising the middle finger to me in the chat. I did not respond back to him but I took screenshots for evidence and sent the screenshots of our conversation and the photo to Instacart support and asked for this employee to be terminated. They responded saying he will not support your account anymore but have not taken the steps to let me know that nobody else will have to experience what I did today using their service. I am reporting Instacart for obviously condoning this mans actions. Now this man could be at the door of some helpless woman or an elderly person and harm them due to no human courtesy or customer service skill whatsoever. This also shows that they condone his actions since I did not get offered a courtesy package or told the employee will not be given the space to interact with other paying customers for the way he responded to me.

  Business Response

  Date: 05/12/2024

  Hi, 

  I apologize for the poor experience you faced with us. 

  The reported shopper has been removed from Instacart's platform. They will no longer be delivering or packaging orders through Instacart. 

  We truly apologize once more for this shopper's behavior. 

  We appreciate your feedback and will use this information to improve our services in the future.
  
  

  Best, 

  Customer Answer

  Date: 05/19/2024

  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:05/11/2024

  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 order was delivered 5/6/24 and the item was a bag of chiips that was misssing........they gave me a lame excuse for not refunding my money saying that my account was under investegation for what because i have complained before about missing items and asked for a refund.........no excuse for this billion dollar company to cheat its customers and will continue to do so.. i cannot shop for myself anymore.....so i have to depend on a company like this as do thousands of other people so for them to cheat does not make sense.........they also pad the bill for things like cold bar be cue wings which is already labled with the price to be charged.........customers should not be taken advantaged like this.......doing this with thousands of orders allows the company to make thousands of dollars each day......all i want is for them to credit the amount stated to my next order or to my credit card..........thank you for making sure this happens

  Business Response

  Date: 05/11/2024

  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.
  
  We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery for this order.
  
  If youd like to appeal this review, please fill out this form and include your ticket number: *********. Please dont submit multiple requests. Doing so may cause processing delays.
  
  Thanks,

• Initial Complaint

  Date:05/11/2024

  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.

  May 7 2024 my Instacart account has been blocked they said because of suspicious activity ... 2 days prior on May 5th I tried to place my initial grocery order and it would not go through I've called Instacart over a dozen times because of this issue and I got nowhere I was advised to uninstall and reinstall the app and I still ran across the same issue for the 5th of May until the 7th of May I couldn't get past the orders summary screen and the customer service is horrible a bad language barrier and zero support I tried logging into a different device using my information it finally processed my. Order however a minute later I received a email from Instacart my order is cancelled and suspicious activity I provided my ID and debit card the same day and I WAS advised that fraud **** would contact me via email or phone in 48 hours and today is the 11th and my account is still blocked and no one from Instacart has followed up with me I've paid a membership of 9.99 and I'm currently wheelchair bound and I have to pay for someone to get my groceries and I have been holding out to get my account back up from Instacart .. honestly I was angry and said cancel my account but I was. Informed by customer service they can't until fraud **** verify my information that was supposed to be 48 hours from may 7th it's now the 11th help me please I had a stroke and Instacart was helpful so to my current situation but now they've been MORE of a problem

  Business Response

  Date: 05/11/2024

  Hi *****,

  I am following up with you regarding your Better Business Bureau concern. I'm sorry your Instacart account is locked. I understand its frustrating to not have access to your account.

  Fill out this secure form to request our specialized team to reactivate your account: ******************************************************************. Our Fraud & Identity team did not receive your submission, so there may have been an error when you completed this previously. Once they receive your information, they'll follow up with verification of your account. Only Fraud & Identity is able to assist with your account reactivation, so if you have any questions, please direct them to their email follow up. 

  Best,

• Initial Complaint

  Date:05/11/2024

  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 March 26, 2024 I bought a $50 Instacart eGift Card from Citi ThankYou Points. There was a redemption issue on Instacart Website. I reached out to support and they requested a screenshot for the eGift, which I provided (with GC number and PIN). They said they successfully redeemed it to my account, but then it disappeared. I followed up with Online *************** Call many many times. None of them is doing anything to help. It has been more than one month and still no resolution. They said they escalated the case but no one is helping to resolve the issue. Case#: PRODSUP-1524 I bet Instacart has Chat History? Can you have your team look into the chat history on March 26? Instacart should not "STEAL" customers money just like this. This is not right. I also provided the support with:1. Receipt from Citi ThankYou Points 2. Gift Card link 3. Gift Card redemption code I have reached out at least 20 times now since March 26, 2024. Today (May 11, 2024) the support team asked me to go read FAQ on how to use a Gift Card!!!!!!!! I know how to use a gift card. Your support team is just reading from the script without looking into the issue a customer is facing.Instacart STOLE CUSTOMER'S GIFT CARD MONEY. THIS IS NOT RIGHT! UNBELIEVABLE!

  Business Response

  Date: 05/11/2024

  Hi Way,

  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 Product Support team investigated your gift card issue and discovered that this gift card was redeemed on March 26th on a separate account. I've sent you an email with more information to further investigate your case. 

  Please direct any questions or concerns to that email thread.

  Best,

  Customer Answer

  Date: 05/12/2024

   
  Complaint: 21697768
  
  I am rejecting this response because:

  Instacart is still investigating, there is no resolution yet so I can't just "accept" it now.  The Instacart agent that I provided the ** infomation did not redeem it to my account and instead someone named ****** Priya redeemed it.  If Instacart stored their chat history, it is not hard to trace back what happened on March 26.  Is seems like the agent stole my **.  So there is no resolution yet, I am still waiting for resolution from Instacart.
  
  Sincerely,
  
  Way Poh

  Business Response

  Date: 05/14/2024

  Hi Way,

  I apologize that you faced this negative experience with us.

  A $50 credit was applied to your account. It will automatically be applied to your next purchase. 

  Please let us know if you have any other questions or concerns.

  Best,

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Way Poh

• Initial Complaint

  Date:05/10/2024

  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 was charged on my account $116 to which I approved for my Lowes purchase and then shortly after I was charged an additional $72 for I had no idea what to find out the shopper grabbed replacement items that were an astronomical price difference amount And also to me about prices nobody asked me about anything before they charge me if I was OK with those replacement items and the prices of them because I would have not been I called cop talk to some representatives. I was hung up on multiple times I was giggled that by a supervisor And I have incurred $90 and NSF fees for the charge of $72 that they charged that I did not have in my account because the incident is over seven days eat dirt its my loss I have screenshots of the chat with the shopper the chat with a customer service representative, and the receipt with all of the astronomical price says that were charged.

  Business Response

  Date: 05/11/2024

  Hi **********,
  
  Thank you for reaching out to the Better Business Bureau. I apologize that you faced this negative experience with us. After reviewing your order and your chat with the shopper, we can confirm that the shopper purchased the requested items via the chat. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to ******************. 
  
  Sincerely, 

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21696723
  
  I am rejecting this response because:

  in the message with the shopper, I had directly asked her the very first message for the 598 perennials which are the purple flowers for three of them. She got three of them and they were ********************************************************************* the lights and the spray paint was not clarified to me or asked if that was OK for a replacement with such a drastic price difference and then there was a recording on that order from the shopper calling Instacart to authorize more money to be spent that is obviously when the $72 was charged. I did not want to spend 72 more dollars on top of my $116 purchase from Lowes, nobody add my permission to spend an additional $72 on that order. and on top of it, the shopper even confirmed back to me that the perennials a.k.a. the purple flowers were 5.98 a piece not 9.59!!!!! 
  as far as I am concerned, that is fraud!!! I will be reaching out to corporate headquarters, Maple, bear, and their press and legal team. I have the contact information for them as well. I have attached the screenshots from the chat with the shopper and all the actions during that purchase in nowhere was I asked to approve any of the EXPENSIVE replacements!!! This is stealing. 
  
  Sincerely,
  
  **********

  Business Response

  Date: 05/14/2024

  Hi,

  I apologize that you faced this negative experience with us. I'm sorry that you received replacements you didnt expect.
  
  I reviewed your order and this item was marked for "Find Best Match", which means your shopper used their judgment to pick out the best available replacement when the original item is unavailable. When you place an order, you can always enter your preference for replacements, including not replacing an item if it isnt available and getting a refund.
  
  Heres a quick list of your replacement options
  Find best match: Your shopper looks for the best possible replacement if they cant find the item you requested. If no suitable replacements are available, they refund the item.
  Pick specific replacement: Your shopper will look for the specific replacement you requested if the original item is unavailable. If they cant find either, they refund the item.
  Dont replace: If your shopper cant find the exact item you ordered, they refund it.
  
  In the future, we recommend double checking your replacement setting for each item, as well maintaining communication with your Shopper to ensure proper replacement! You can adjust your notification settings to receive real-time updates to your order or incoming messages from your shopper.
  
  Read more about setting specific replacements in the Customer Help Center.
  
  Sincerely,

• Initial Complaint

  Date:05/10/2024

  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 ordered an Instacart delivery while violently ill the first week of April. Somehow they put me on a free trial for a membership. Which would be fine if they had notified me through the app and asked if I wished to continue before they took credit card info from the payment for the one-time delivery and signed me up for a years subscription without further authorization. So I called them within thirty days of the payment. Seeing it had been charged to my account, expecting reasonable process to talk with someone about a refund of almost $100 or switching me over to a monthly fee so I could cancel and they could keep the ten dollars because of my oversight of not cancelling. It is not a service I would use outside of an emergency. I was directed to an online chat where I had to talk to someone who had no idea how to fix the issue. Telling me I only had five days to resolve the charge or change anything after April 12th. I asked for a number or e-mail to contact someone with more authority than them so that I could receive real assistance. They gave me a number that does not work unless you have a recent order and the secondary number was out of service. It is still within 30 days as my last contact with them was May 10th and I contacted them through the chat again to ask to speak to a person since they don't care what your issue is if its been more than five days. They tried to give me the same faulty number and I asked for another because that only works for recent orders. They told me that they have no way to contact anyone that their hands are tied with their five day policy. I told them it was unethical for them to trick people into contracts when they don't cancel and not be present or able to resolve them within a reasonable amount of time. I also informed them I have been very sick over the last month or more and I work three jobs and am trying to make ends meet.

  Business Response

  Date: 05/11/2024

  Hi *******,
  
  Thank you for reaching out to the Better Business Bureau. Im sorry that Instacart+ isnt working for you right now. We canceled and refunded your membership on May 11th. You should see this in your bank account within 5-10 business days.
  
  Best,

  Customer Answer

  Date: 05/12/2024

  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:05/10/2024

  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 purchased a Instacart gift card from ****** and added to my instacart account but as soon as I placed an order and try to use that gift card they blocked my account on 5/6/2024 and after followups they are not unlocking my account and not giving me a resolution of using that gift card from another account, so its stuck and ****** also not refunding for the gift card, so not sure how to get that money back.

  Business Response

  Date: 05/11/2024

  Hi ******,
  
  Thank you for reaching out to the Better Business Bureau. Fraud & Identity reviewed your appeal and couldnt identify information that would result in a reversal of your deactivation. Your account will remain deactivated.
  
  We wish you well in your future endeavors.
  
  Sincerely, 

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21695958
  
  I am rejecting this response because:

  I bought and added a gift card of $100 in my Instacart account registered using mail id ************************** soon after placing the order they blocked my account and cancelled my order(Already attached proofs for Cancellation and gift card purchase from ******).Now my $100 gift card is stuck in my Instacart which I cant login and as per ****** they cant refund the gift card amount so I need my gift card money back because I cant login or Instacart should issue a new gift card which I can use to place an order by creating new Instacart account.

  Already attached all the proofs in my initial communication,please let me know if anything else is needed.

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

  Business Response

  Date: 05/14/2024

  Hi ******,

  I apologize that you faced this negative experience with us.

  Our specialized team reviewed your appeal and couldnt identify information to reverse their decision. Your account remains deactivated.
  
  Best,
  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21695958
  
  I am rejecting this response because:
  I am not sure if you need anything more from my side but i have submitted all the proofs that i had.
  Sincerely,
  
  *******************************