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:03/21/2024

  Type:Sales and Advertising 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 emailed a promotion on February 10, 2023 for a free 14-day trial of Instacart+ with an attached promotional first year rate. The fine print indicated that the offer was good until March 9th. I activated the offer on February 18. After the 14 days, I was charged the full price for the subscription instead of the promotional rate. When I contacted support on 3/4 about the issue, the membership fee was reversed. Over the course of speaking with a total of four representatives (chat and phone), I was told my offer expired in 2022, the beginning of this year, and March 1st, regardless of my sharing the original message which detailed the March 9, 2023 date. All of the reps told me there was nothing they could do about it and all I could do is get a membership at the standard rate, even though this was still prior to March 9th. The last phone rep I spoke with, ******, indicated that someone else would reach out from the company by email within ***** hours. Nothing was ever received.At best, this is business in bad faith. At worst, it's blatant false advertising and/or bait and switch. In searching around on the Internet, I have learned that their poor business practices, including their common practices with shoppers and customers, are not considered "new news."I sincerely hope they are eventually held legally accountable for their business practices which are at best unsupportable and at worst illegal.

  Business Response

  Date: 03/22/2024

  Hi ****,
  
  Thank you for reaching out to the Better Business Bureau. I apologize that you faced this negative experience with us. 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 ******************. 
  
  Best, 

• Initial Complaint

  Date:03/21/2024

  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 placed an order with Instacart as I normally do for my household essentials. After I placed my order and paid for the items their system locked my out and canceled my order. They indicated that I was selected for an identy check. When I asked the for the order to be reinstated they indicated that I would have to reorder and my card would be charged again. They then indicated I would have to wait for a refund even with my identity begin verified. The representative did not order any assitance and idicated that is just the policy.

  Business Response

  Date: 03/22/2024

  Hi ******,

  I apologize that you faced this negative experience with us. I can confirm out Trust and Safety Team received you submission and reactivated your account. Please et us know if you have any other questions or concerns. 

  Best,

   

• Initial Complaint

  Date:03/21/2024

  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 an independent contractor/ shopper for Instacart.com/ Maplebear **** On Monday March 11,2024 at approximately 2:11pm I had to use my personal debit bank card to pay for a customers Instacart grocery order due to me not being able to find my company provided credit/ debit card. Instacart allows there contractors to submit a reimbursement request due to this circumstance and I followed the appropriate steps by uploading clear photos of original receipts for proof of purchase and even a screenshot of the original bank transaction for the purchase. Instacart since then from 3/11/24 has rejected my reimbursement request numerous times. The total original purchase is $111.23 and I just want to be reimbursed what I am owed.

  Business Response

  Date: 03/21/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  Our reimbursement team has requested you take another picture of the receipt. The pictures you have submitted, we are unable to see the entire receipt. Please take a photo of the entire receipt and resubmit your request.

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

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a TV from Instacart which they bought from Target. When they TV was delivered it was badly damaged and the screen was extremely messed up. I called instacart and they refused to help, insisting I call the store. I talked to three people at the store including the manager, who stated they don't take back instacart returns. I called instacart back and they issued me a refund for part of the price, not the full price. All I wanted was a working TV, and they said the refund will take two weeks. So that's two weeks I don't have my money or my product. This is unacceptable.

  Business Response

  Date: 03/22/2024

  Hi,

  Im sorry about your recent order.  Please return the order in-person.
  

  I can help you start the return process
  Tap Get help on the order with the item you want to return and follow the prompts.
  You can review your return details once you select the item you want to return. This includes
  A return pending notification
  In-store instructions
  Barcode or retailer order number
  Store location and navigation assistance
  

  When you reach the store, the customer service rep ***** the barcode or enters the order number to process a return to Instacart.
  Once Instacart confirms the return, we issue a refund to your original payment method. Refunds may take up to 5 business days to process.

  Best,

   

• Initial Complaint

  Date:03/21/2024

  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 private contractor with Instacart. I was in the middle of working and delivering groceries when their app locked me out due to "suspicious" activity. In order to get back into the account the app has you do what they call a facial recognition but that never works. So it will lock you out of your account until their "trust and safty" team does an investigation. I sent a phot of myself to them while I was texting them as well as answering several personal questions. Still I cannot use the app to earn money. Their is no way to contact their team and so one just has to wait until they decide to get around to fixing the problem. I am losing money every day the app is locked. Their needs to be a way that I can contact them immediately when this happens. It has happened several times and each time it takes them up to 3 days to fix. It makes no sense. the facial recognition has you look into the camera on the app then turn left and then right then says it can't recognize you. This happens every time. Then it locks you out. I was in the middle of working when this happened this time. It is like having your boss come up to you in the middle of your work day and telling you that you can't work anymore because they need to prove you are. Please help me fix this so that I don't have to go through this again. I have already lost about 4 days work. I need this money to pay my bills. Yet there is no one at Instacart that you can contact in any way except their "customer service" via text and they can do nothing to help ever. As you will see by the attachments I proved that I am the only one using that app yet they ignored my request for help and told me to contact them again in the future.

  Business Response

  Date: 03/22/2024

  Hi ********,

  I apologize that you faced this negative experience with us. Upon further review I am showing your account is currently active and you are able to shop on the platform. Please let me know if you have any further questions.

  Best, 

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21467788
  
  I am rejecting this response because:It is a blatent lie. I have sent you a screenshot of my account as of 7:27 p.m. friday march 22. I have repeatedly tried to contact this company to fix the issue yet all I get is their apopogies and a not to contact them when I start shopping again. they have no way to contact them to fix the problem. they only people you can contact is their customer service which they tell you they can do nothing. 
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 03/25/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.

  Upon further investigation, I see your shopper app is at version 4.384.6 and the new version of the shopper app is 4.387.4. Please go to the android app store and update to the newest version of our shopper app. This should alleviate the issues you are having with your app.

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21467788
  
  I am rejecting this response because: i searched for the version of the app they suggested and it doesn't exist as you will see in the attachment. this company and just jerking me around. they even told me that because I rated their customer support as a one star that they were keeping me from using the app. they claimed I did it for revenge but I only rated them so low because their customer service can do nothing to help yet they are the only people that can be contacted. I have pages of screenshots that prove they are just lying and trying to give me the run around. I have now been without work for over a week and for no good reason.
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 04/14/2024

  Hi, 

  I apologize for the poor experience you faced with us. 

  I've reviewed your account and Identified the issue. Your account has been escalated to the Fraud and Identity team for further assistance.

  Best, 

• Initial Complaint

  Date:03/21/2024

  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.

  Today Instacart tried to renew a subscription for Instacart+ that was canceled over a month ago. This was out of the blue, with nothing done on my part. All I saw was ***************************************** regards to an instacart plus subscription. I contacted customer service immediately for a full refund. They tried to keep me and sell me on the subscription even though I was completely explicit about exactly what I wanted. They finally gave me the instructions to cancel my membership saying that if I do so I would receive a full refund in 5-10 days. I canceled and lo and behold the money that they stole from my account long after my subscription was already canceled is in limbo for roughly a week. This is unacceptable. I need my refund back immediately or I am going to look into my legal options. You can't steal a hundred dollars from someone's bank account and tell them that they need to wait a week to have it back. I did not ask for this and this is regarding an account that was canceled over a month ago so there would be no reason to assume that this money would be stolen from my account.

  Business Response

  Date: 03/22/2024

  Hi ****,

  I can confirm that we issued the refund to your original payment method on March 21, 2024. Please allow 5-10 business days for your refund to reflect in your bank account. Unfortunately we are unable to expedite this process as it depends on your bank. The funds have been refunded on our end. 

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

  Best,

   

• Initial Complaint

  Date:03/21/2024

  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.

  Instacart shoppers have substituted higher priced items (without approval) for items on my shopping list. When I decline the substitute they tell me they have already checked out, so I have been skeptical for a while. Today I put in an order for ****** mainly because I needed to have allergy medication delivered for a trip I am preparing for. My shopper told me they were "out of stock". I have never experienced this and was near ****** so I stopped by and they had two full cases of the medication (I took a picture). I called Instacart to tell them I am not happy with the service, especially since I have to take the time to REshop the items I need. I paid for a service and they are not truthfully fulfilling it on their end. I asked them to cancel my membership and refund the subscription cost ($99). My subscription just began in January so I have only had it 2 months. After being on hold for 30 minutes, getting transferred 3 times (one customer service rep told me she "forgot" she wasn't trained on refunds after making me stay on hold), the membership **** refused a refund because they didn't have authority and there was no one else I could talk to. Instacart will only refund your subscription if you never place an order. WHAT? So customer service is terrible and Instacart is not concerned about customer satisfaction. I am frustrated they will not cancel my subscription and refund my money when I am never going to use the service again because I cannot trust the shoppers are being truthful in their actions. This is supposed to be a service of convenience and it's anything but when I end up shopping anyway and I am kept on hold for 30 minutes. I would like a full refund for my subscription and my membership cancelled.

  Business Response

  Date: 03/21/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  I'm sorry for the experience you had today with your shopper.

  Im sorry that Instacart+ isnt working for you right now. Ive cancelled and refunded your membership for the amount of $99.00. You should see this in your bank account within 5-10 business days.

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 03/23/2024

  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:03/21/2024

  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.

  On March 16th, I placed an order with Metro. I had ordered 3 cakes, out of which the shopper only purchased ONE - ************ ***** chocolate. However, he marked the caramel crunch cake - $***** as "found" too when he did not actually buy it therefore I was charged for it. I noticed this mistake and informed him to fix this issue but he insisted he has already refunded for it. I requested him for the physical receipt so I can prove to instacart that I only received 1 cake. The receipt is attached and you can see my chats along with proof from rep confirming I will receive the refund.Now, I have been going back and forth with the customer service for refund and it has been a week but they just send me automated response that my account is not eligible. It is clear from the physical receipt that the shopper DID NOT PURCHASE 2 CAKES. I have provided all the proof so why?On top of this, I had bought the insta membership for 12.** and they banned my account therefore I'm not able to use the service.As a resolution, I need the cost of cake *****+ taxes and service fee refunded. Along with the ban lifted and cost of insta membership refunded since I was charged for it but my account was banned.Please rectify this issue ASAP.

  Business Response

  Date: 03/22/2024

  Hi ********,

  I apologize that you faced this negative experience with us. Upon checking, a specialist sent communication to you via email regarding the report you made. Based on the decision of our Trust & Safety 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,

   

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21465954
  
  I am rejecting this response because:

  1) i did not receive any email from a specialist. There is no breach of policy here. Your shopper made a mistake, i have provided proof of this with the attached receipt showing the items purchased and the Caramel crunch cake is not in that receipt so why was I charged for it in the system?

   

  2) i purchased the insta+ membership but you banned my account without any communication. Your reps keep telling me my account is still active but now im being told it is indeed dractivated. So I should be provided refund for the membership since I cannot use and had my access revoked 2 days after purchase.

   

  resolution: refunded for the cake as it was not purchased *****+ taxes and fees

  +

   

  Insta+ membership refunded as you did not allow me to use the membership by revoking my access.

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

  Business Response

  Date: 03/25/2024

  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 for the amount of $9.99. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21465954
  
  I am rejecting this response because:
   Theres 1 issue that is still not solved:

  - I was charged for an item I did not receive "Caramel Crunch Cake" $31.99+ tax and service fees.

  This can be seen in thr attached receipt from the shopper who only purchased 1 out of 3 cakes but did not update the system therefore I was charged for an additional item. I need the above amount with taxes refunded.

  Please life the ban from my account as you can see my complain is valid and i have provided all proof.

   

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

• Initial Complaint

  Date:03/21/2024

  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 need to be reimbursed from Instacart for 2 transactions I paid for on my personal card on behalf of Instacart.The transactions are dated January 14th, 2024 and both occurred at Food Basics in ************* and were paid for ** my personal Westjet Mastercard with **** 1st transaction: ****** - the instacart order ID for this is: ********************* transaction: ****** - I do not have the instacart order ID for this I am not able to submit these for reimbursement requests on the instacart app and have been given false hope about getting these reimbursements completed by instacart support chat people. Below I have attached proof of my transaction records with **** I hope this can be resolved ASAP.

  Business Response

  Date: 03/21/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  The reimbursements you have requested we purchased on 1/14/2024. We do not have any deliveries for you on this date.

  Our Fraud and Identity team sent you an email on 3/21/2024 regarding your account status. Please review the email for more information and next steps.
  
  Thank you,

  Instacart Customer Experience

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21462829
  
  I am rejecting this response because: I completed 6 batches consisting of 12 orders through Instacart on January 14th. I need 2 reimbursements from that day of my shopping: the two transactions I paid for were at the Food Basics in ********* and were $210.72 and $266.27. Please reimburse me for both of these charges as you will see on the instacart card I did not pay for either of these orders but I did the rest of them on the card that day. 
  
  Sincerely,
  
  Kaitlin Eagle-*******

  Business Response

  Date: 03/25/2024

  Hi *******,
   
  Thank you for contacting the Better Business Bureau.
   
  The reimbursements you have requested we purchased on 1/14/2024. We do not have any deliveries for you on this date.
   
  Our Fraud and Identity team sent you an email on 3/21/2024 regarding your account status. Please review the email for more information and next steps.
  
  Thank you,
   
  Instacart Customer Experience

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21462829
  
  I am rejecting this response because: I MADE DELIVERIES ON INSTACART ON JANUARY 14TH, 2024. LOOK IT UP IN YOUR SYSTEM, I SHOWED MY SCREENSHOT ATTACHED WITH MY DELIVERIES THIS DAY. PLEASE REIMBURSE ME FOR THE REQUESTED AMOUNT. 
  
  Sincerely,
  
  Kaitlin Eagle-*******

  Business Response

  Date: 04/14/2024

  Hi, 

  Please review the email from Fraud and Identity and follow up by responding directly to their email with the next steps. 

  Best, 

• Initial Complaint

  Date:03/21/2024

  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.

  On 03/16/2023 I placed order #***************** of ribs with Instacart and they email me receipt on 03/17/23 of $62.73 plus $1.19 fee. It's says on they website the actual receipt will be email to me after order will be pick up by shopper, because of availability or passable replacement and actual weight of items. They actually emailed me pictures of final items with receipt. When shopper delivered ribs to me the price on both packages of ribs was different , Less, it was $51.78. I emailed them rite away, no response so next day I called, first person ask me to hold for one or two minutes so she can look in to it, I was on hold for over 20 minutes and then she hang up on me. Then I called again and next one his name ***** ask me to email him pictures off the packages I received and then he start talking about some kind of mark up then he said that he locked out of the system and ask me to feel out a some form , I did, then I got this: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: *********. I did and nothing! In last email I told them its not about some $11 it is a principle and if they not going to do rite thing I'm going to file complain with you and then my credit card. Thanks

  Business Response

  Date: 03/21/2024

  Hi IIya,

  Thank you for contacting the Better Business Bureau.

  Thanks for reaching out about the price difference between your paper receipt and your digital receipt. Im happy to explain further.
  
  Retailers set their own item prices on Instacart, and they can offer the same sales and discounts available in-store. ******** Instacart pricing policy is Prices are higher than your local warehouse, which means prices you see on Instacart for Costcos items generally reflect higher than in-store prices in your area.
  
  You can learn more about item pricing and retailer pricing policies in our Help Center.
  
  I hope this helps. Please let me know if I can assist you with anything else.
  
  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21465356
  
  I am rejecting this response because: I understand maybe few $ mark up like it was with pork ribs but not $9 on beef ribs , then its need to be in disclaimer and because its wasnt it just a miss leading and  price gouging practice. In 2 months I ordered from them 3 times, 1st time they brought wrong item,so they refunded price but not a fee, 2nd time I ordered 10 items, but they delivered only 4 but same fee, for that they gave me $10 coupon and now thisnot even once good clean delivery. And last one those ribs guy didnt even put in the bag, he was holding in his hands and I dont know for how long he was driving it but those ribs were defrosted Im not going to order from Instacart again and will tell everyone. I did sign up for Instacart plus, I will cancel it.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2024

  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.

  Retailers set the prices of items available for delivery on the Instacart platform. We do not normally include the paper receipt with your order because the in-store prices do not reflect what the retailer has set the prices of items for on Instacart. What you are charged is what you see on your digital receipt, and you are charged by Instacart, not the retailer. 
   
  For your convenience, ******** pricing policy is as follows: 
  Prices vary from in-warehouse
  Prices are higher than your local warehouse.
  
  I hope that clarifies what you're seeing. Please don't hesitate to contact us again if you have any other questions. 

  Best,