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:01/26/2024

  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 received a promotion message in the instacart app to sign up for instacart plus membership. It stated it would be free for 2 weeks and then charged at $4.99 a month. I decided to give it a try to see if the membership would benefit me. I signed up today January 26, **** and I was charged the $4.99 immediately. I contacted customer support and asked them what happened to the free trial and they would not answer the question. All they kept saying is we will not refund since you placed an order and said I have membership until February 26th. No explanation about the free trial period or why they lied or why they charged me. I simply want my $4.99 refunded as this was truly false advertising on their part.

  Business Response

  Date: 01/27/2024

  Hi ***,

  I apologize for the poor experience that you faced. If the promotion is for first time users, you would not qualify because you have used the free trial already and this was also not your first order. Unfortunately we are unable to honor your request based on the requirements of the promotion.

  We understand this isn't the resolution you were looking for and I apologize for any inconvenience this may have caused.
  

  Sincerely, 
  

   

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21207210
  
  I am rejecting this response because:

  I understand if the promotion was for 1st time users but this was not the case because I read it carefully and it stated please try instacart plus AGAIN by signing up now for 2 weeks free then $**** a month as long as you have made a purchase with EBT in the last 6 months. This was a very specific promotion and I remember all the details.  This was tailored toward me to get me to sign up. After reading it over several times I decided to give it a try again.  *********** is well worth the **** BUT I don't like being tricked or lied to. The customer service agent refused to answer my questions.  At least this response says for 1st time users even though this is also untrue since the word AGAIN  was used several times in the wording.  It was also geared toward EBT users. That's fine if you refuse to refund a measly **** fee but this experience has tainted my view of instacart customer service and I will make sure I express it to anyone that will listen. It's almost like a bait and switch tactic you are using to get people to sign up. The dishonesty is not a good quality and people will catch on.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/29/2024

  Hi ***,

  Thank you for following up on this matter. Unfortunately, once you have had a free trial membership on an account or related account you are no longer eligible for another free trial. I understand this is not the answer you hoped for, but we will not be able to provide a refund regarding this matter.

  Thank you

• Initial Complaint

  Date:01/26/2024

  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.

  Instacart regularly double or triple charges meat products and when you complain they send a form letter that you've complained too many times and they deny your refund request ---complaints are made sure when I'm being double and triple charged for things and my concerns are ignored and my money never refunded. I am sure since 2018 I have been double and triple charged on meats and just didn't realize it since they NEVER provide receipts but woulda never imagined this company was doing this! I just recently noticed with the pork chops marked $6 that I was charged $20 and then it became an overcharge pattern with the steaks at $47 instead of $39 and chicken at $13 instead of $5!!!! I need a refund of the difference of $28.83 that they overcharged me then dismissed my complaint after spending $10,066.49 in shopping with them!

  Business Response

  Date: 01/27/2024

  Hi ********,

  I apologize that you faced this poor experience with us. I have reviewed the communication surrounding your concerns with pricing. The paper receipt is not a reflection of what you were charged, being that it does not include the delivery fee, service fee, and the tip and any taxes from your order.

  Furthermore, the prices that are shown on the labels are not what Instacart charges because your purchase was made online. In some instances, online prices are typically higher than in-store prices. This is stated on the main page beneath every store logo view pricing policy as well as in our terms of service on Instacart.com.

  I am sorry for any misunderstanding this may have caused. If you have any other questions or concerns, please feel free to reach out to **************************.

  Sincerely, 

   

• Initial Complaint

  Date:01/26/2024

  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.

  The business fraudulently advertises products at one size or weight (e.g. 7.0 oz) and then delivers a smaller size or weight (5.6 oz) at the same price as the originally advertised item.This is an ongoing problem, and thus should be considered deliberate fraud.When this has happened to me, I've notified both the business (Instacart) and the store where the item was delivered from (Gelsons). In both cases, the business and the store claimed that they would correct the errors. That hasn't happened even after nearly 6 months. Again, the fact that the business knows that they are falsely advertising, and fails to correct their errors, makes this a case of deliberate fraud.The $ amount I've entered equates roughly to the difference between the price I paid and the price I should have been charged given the true weight or size.

  Business Response

  Date: 02/06/2024

  Hi *******,

  Thank you for bringing this concern to our attention. I apologize that you faced this negative experience with us. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.

  Best,
  
  

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21206227
  
  I am rejecting this response because:

  The business keeps asking me to do the same thing, namely to identify which products they are fraudulently advertising at some weight/size, then delivering at a lower/smaller weight/size while still charging the original price. I have already done this many times for the business. I have filed numerous "Issue Reports" with the business about such products when they are delivered to me at a lower/smaller weight/size than advertised. The business keeps saying that once I identify which products are the problem, they will fix the problem. But again, I've done this many times already in the past few months, and nothing changes.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/06/2024

  Hi *******,
  
  Thank you for bringing this concern to our attention. We have sent you an email with further communication on this issue so we can assist you properly. Please respond directly to that email with your questions or concerns and we'll follow up on that thread. 

  Best,
  

  
  

• Initial Complaint

  Date:01/26/2024

  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.

  wont issue a refund for missing items and is withholding my payments

  Business Response

  Date: 01/27/2024

  Hi ****,

  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.
  
  We understand this isn't the resolution you were looking for and I apologize for any inconvenience this may have caused.
  
  Sincerely,

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21206117
  
  I am rejecting this response because:

  This company failed to give me the items I paid for and then refused a replacement even though I never received the item or a refund 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/29/2024

  Hi ****,

  I apologize that you faced this negative experience with us.

  We decided to maintain our decision to not give you a refund, credit, or re-delivery.
  
  Best,

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21206117
  
  I am rejecting this response because: I paid for items I never received. I should get a replacement.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/26/2024

  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.

  Hi By mistake I took membership I did not DNT know that is yearly membership and I'm student or DNT have any job.When I see it's activation I cancelled it immediately and called to them explain each and everything I dnt need this plz refund my money they deny me my refund and talking very roughly they haras me mentally . You know if I DNT need this why they are charging me ?I recommend to everyone plz DNT use this insta cart it's fraud and grasping extra charge without any reason ......They just grasping money They need more money plz send them more money so they can satisfy from poor people and students especially.

  Business Response

  Date: 01/27/2024

  Hi ********,

  I apologize for the poor experience that you faced. Ive issued a pro-rated refund of $95.06 back to your payment card. Please allow up to 10 business days for this to reflect on your bank statement.
  
  If we can be of further assistance in the future, please reach out.
  
  Sincerely,

• Initial Complaint

  Date:01/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 22nd, between 8:30 am and 11 am I went to the Publix located on ********************************************************************************* and completed three different shopping orders for Instacart, using my personal credit card. The total for these orders was $312.73. Since that exact date, I have been trying to request the reimbursement of my money through the app, getting denied every single time. I already submitted the receipts for each order and bank statements for over 5-7 times and they always get denied saying the receipt doesn't match the order. One time, they even said the money was finally approved by the supervisor and the financial team just needed to reimburse the money (proof attached), then, still nothing. I did not receive not an oficial email from the financial team saying it was denied.Finally, at the of December, a live agent told me it's getting denied because some of the items in those orders were mixed. We reviewed the receipts together through the chat (proof attached) and he submitted a new reimbursement request adding these specific notes about those items that were mixed. One, two, three weeks later, I still dont have any updates on my case. I, again, have contacted Instacart multiple times, where every time the assure me, I'll receive an update between the next 24 hours (a month later, nothing). Today, 1/25 I got ahold of them, and they said it got denied again. No emails or calls were ever received from them. I ask the agent for help to see what specific items are mixed; however, he did not respond to my request. After 2 months, once again, I'm left with no money. I earned $85 that day, but ended spending more than $312. I have done all what I have in my power, sent the receipts, screenshots from my bank, submitted the request multiple times, contacted them through chat, phone, ******** I asked for an email or a person to escalate this, and they did not provide any information (proofs below). My case keeps getting denied when I have ALL the proofs.

  Business Response

  Date: 01/27/2024

  Hi ******,

  I apologize for the poor experience that you faced. Please provide any photos of the physical receipt so that we can review this matter. We will need to see the line items, so please be sure to take a photo of the entire receipt.

  We look forward to hearing from you.

  Sincerely, 

   

  Customer Answer

  Date: 01/29/2024

  
  Complaint: 21205186
  
  Please see attached the receipts for the 3 orders I paid with my personal credit card on 11/22/23. Please be aware that according to what Instacart told me on 12/31/23, some items are mixed between orders (items are mentioned in chat from 12/31/23, which you can find in the original attachments that were submitted).

  Secondly, since Publix does not provide receipts for Instacart shoppers at the time of the purchase, I had to go to the store to get a copy of the receipts, that's why you'd see the receipts printed in a regular letter size paper. 
  Please let me know what else is needed from my end.

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

  Business Response

  Date: 01/29/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  I have escalated this issue to our Reimbursement specialist for further review. Please allow them 2-3 business days to review your request and get back to you via email.

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 02/06/2024

  On Monday 1/29, the business replied to my compliant request saying they needed 2-3 business days to verify the information I provided. However, since the business did not communicate with me during this period, I decided to gave them one more day to see I would hear back from them, which I did not.
  
  I tried to reply to their response and reject it thinking that today was the last day I had to provide an update, however, the case was closed. Would it be possible to reopen the case as I have not heard back from Instacart via email or phone as they said they would do? (same issue I have had with them for months)
  

  
  

  Business Response

  Date: 02/06/2024

  Hi ******,
   
  I apologize that you faced this negative experience with us.
   
  I have re-escalated this issue to our Reimbursement specialist for further review. Please allow them 2-3 business days to review your request and get back to you via email.
   
  Please let us know if we can assist with anything else.
   
  Sincerely,

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21205186
  
  I am rejecting this response because:

  Even though I received an email response from Instacart and was refunded for two of the orders; I am still need to be reimbursed for the third order, which is the one that I paid the most on, $175.60 to be specific. I am attaching the receipt for that order made on 11/22/23. I had also previously attached the bank transaction and any pertinent information needed by Instacart.

  Please keep in mind that based on the information that an agent provided on 12/31/23, some of the items got mixed up between orders and that's why the system wasn't reading it (proofs of the chat, where he mentions some of those items, were previously attached).

  Thank you,

   

   

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

  Business Response

  Date: 02/09/2024

  Hi ******,
   
  I apologize that you faced this negative experience with us. After reviewing this matter, I can confirm that this issue has already been escalated to our Reimbursement specialist for review. Please allow the team to review your request and get back to you via email.
   
  Please let us know if we can assist with anything else.
   
  Sincerely,

  Customer Answer

  Date: 02/14/2024

  
  Complaint: 21205186
  
  I am rejecting this response because:
  I have not received a response via email or the Instacart app about the reimbursement of $175.60 that I'm still being owed.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/26/2024

  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.

  $15.55 of my groceries were not delivered. They are refusing to give me a refund. I spoke to the customer service department and I emailed the appeals department.

  Business Response

  Date: 01/27/2024

  Hi *******,

  I apologize for the poor experience that you faced. 

  You should have received an email from Order Appeals regarding your order issue. Please respond directly to that email for next steps.
  
  Sincerely, 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21205053
  
  I am rejecting this response because:

  Phone discussion with the consumer indicated she has contracted the business thru the Order Appeals without results.  They told her she had the wrong ID number and she had previously confirmed that number with the company.  Please reach out directly to the consumer and refund her $15.55 plus tx. for undelivered groceries.  Order placed on 01/12/24.

   

  DG for consumer
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/30/2024

  Hi *******,

  I apologize that you faced this negative experience with us. A specialist sent communication to you via email. Please feel free to direct any further issues or concerns to that email.

  Best,

  Business Response

  Date: 02/07/2024

  Hi *******,
   
  I apologize for the poor experience that you faced.
   
  You should have received an email from Order Appeals on January 25, ****, regarding your order issue. Please review and respond directly to that email for next steps.
  
  Best,

• Initial Complaint

  Date:01/26/2024

  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 was delivered to wrong address contacted them they said someone would contact me and nothing i want a refund im providing the picture i was provided with my order from **** club with wrong apt door

  Business Response

  Date: 01/27/2024

  Hi ******,

  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.
  
  We understand this isn't the resolution you were looking for and I apologize for any inconvenience this may have caused.
  
  Sincerely,

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21204424
  
  I am rejecting this response because: i submitted a picture showing my order was not delivered to my address what do you mean i cant be refunded even with proof my apt is 119 the picture clearly shows 117 im sure i can file a lawsuit if this isnt taken care of
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/29/2024

  Hi ******,

  I apologize that you faced this negative experience with us.

  We decided to maintain our decision to not give you a refund, credit, or re-delivery.
  
  Best,

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21204424
  
  I am rejecting this response because: to anyone seeing this message dont bother with instacart they take your money from you dont care you dont receive your order and with PROOF of your items your ordered with PROOF of a picture the shopper sent with someone elses address even with all proof which i submitted you can see all my items i ordered and are on this picture even with that they will not resolve your issue. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/26/2024

  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.

  They gave me no warning they had me extend a free trial that I didnt even want. They have nothing but problems with my orders. I tried to get my refund for my free trial and Im not gonna be using being the fact fact, I dont even have access to my account and theyre telling me theyre not gonna give me my money back I want my refund $100 is a lot of money for something Im not gonna be using all year if they do not Im bringing them to small claims court so their decision.

  Business Response

  Date: 01/26/2024

  Hi *******,

  I apologize for the poor experience that you've faced. Upon checking, I cam across 1 accounts related to the information your provided the BBB. I was unable to locate any active or any recent subscriptions on the accounts.

  If you'd like to provide more information to the account, please email ****************** so that we can further assist in this matter.

  Sincerely, 

   

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21203454
  
  I am rejecting this response because:

  email ********************* was my email on the account 

  I expect you to find that account being the fact that you all owe me $100 you locked me out of the account. I wasnt able to cancel it by the time I got back in the account I didnt even know that it was coming to an end being the fact, you forced me to take it extra two weeks but I canceled it two weeks prior and I was told if I take the two weeks it would automatically cancel me since that was originally what I wanted to Do, I expect a refund Ive been emailing you all. No response. No help supervisor, no help. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/30/2024

  Hi *******,

  I apologize that you faced this negative experience with us.

  We have located your account. The charge has been disputed. There are no additional steps at this time.

  We are unable to process refunds during the dispute process.

  Please contact your financial institution for more information.

  Best,

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21203454
  
  I am rejecting this response because:
  I am asking for a refund are you going to provide my refund? And what dispute do you mean the BBB dispute? If once I close this, you will refund me then I will close this but I want to be refunded will you be refunding me?
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/04/2024

  This is not in dispute currently, my bank is not doing anything with this charge. Why will this merchant still not refund me? 

  Business Response

  Date: 02/06/2024

  Hi *******,
  
  I apologize that you faced this negative experience with us.
  
  Upon review, we've canceled your Instacart+ membership and processed a refund for $99. Refunds can take up to **** business days to show in your bank statement, depending on your financial institution.

  Best,

  Customer Answer

  Date: 02/06/2024

  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. And refund was made awaiting to clear via my bank thank you 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/26/2024

  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.

  Instacart suspended my account based on no findings. I wasn't in the wrong to ask for a refund, the company failed to uphold their end of the deal. I never said once I didn't receive my groceries. I said they were supposed to be ready on January 16, 2023. I received a notification that they weren't going to be ready until January 17 at ****pm. I called Publix before heading to the store to make sure I wasn't going to waste my time. ******* over the phone said a shopper was getting my groceries. I rechecked the app and my order was still at received status. I called instacart and they told me I had no assigned shopper. It's way past the second time this company said my items would be ready. I needed the groceries that I had ordered. The guy on the phone said I could go down there and get my own groceries. The payment was accepted and deducted from my balance. As far as I could see I had already paid for the groceries. The person at Publix has no interest in helping me & denied me my own groceries. The person said something about the payment & needing an extra card. That wasn't true. I know my order will not go through if another card is needed. I had no notifications saying anything was wrong with the payment. I saw the payment went through. That was three lies I've been told 1) I had a shopper 2) I could shop for myself 3) a payment problem. I didn't receive my items after 12 pm on the 17th. The 18th I received a notification my items were ready at 6pm. I didn't sign up for my items to be ready 2.5 days later. I agreed for Instacart to put my items together for me so I could pick them up on the 16th. Now, you're suspending me because I asked for a refund because of the hassle I had to go through? They don't even have the common decency to talk with me about what happened. Why does this company have a team of people who review refund requests if no one bothers to to look into the details?

  Business Response

  Date: 01/26/2024

  Hi Roxx,

  Thank you for submitting your feedback.

  You should have received an email from Fraud & Identity regarding your account suspension. Please respond directly to that email for next steps.
  
  If you've already responded, our Fraud & Identity team will follow up with you in the order it was received.
  
  Sincerely, 
  

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21203030
  
  I am rejecting this response because:

  The response received by the BBB was a standardized email they send to anyone with an issue in which the fraud department has been involved, Which as far as I know there had been absolutely zero fraud on my account. The fraud department was involved by Instacart themselves after I filed my complain against the service. The actions taken by the company Instacart have been discriminatory and retaliative against me and my family who have used them loyally for several years now. I have attached the real response that I received from them which essentially states that they are allowed to do whatever they want with my account and any money that we may have paid or been refunded at any time and that they stand beside their decision to close my account and still without any explanation besides they reserve the right to discriminate against whoever they want whenever they want. Absolutely no one has even attempted to address my concern regarding the intolerable service I received, lies I was fed or unacceptable behavior this company provided to me. At this point this has become an explicit display of discrimination against a family for I guess being a low income family. They do not even have a clause in their terms and condition about discriminating against their customers. They just feel that they are allowed to treat people anyway they feel like it and not even have to provide any rhyme or reason. They invented this fraud case against us out of thin air after I filed my complaint against them. I don't even understand why the fraud department has been involved. I had requested a refund because of the absolute sub-par service I received in this 1 particular instance. So the stance instacart is taking is, if you complain about us we will cancel you and accuse you of fraud!. That way they dont have to put up with any request for compensation be it big or small. So NO I ABSOLUTELY REJECT THIS RESPONSE FROM THIS COMPANY!! And I can't even imagine the amount of people they may have done this to. This may be grounds for a class action suit against Instacart and its conglomerates for discrimination.So I will begin the process of finding a lawyer to take this on if they continue to insult me in such a manner.
  
  Sincerely,
  
  Roxx ******

  Business Response

  Date: 01/29/2024

  Hi Roxx,

  Thank you for contacting the Better Business Bureau.

  Our Fraud and Identity team sent you an email on 1/26/2024 regarding your account status.Their email read as follows:

  We appreciate your patience while reviewing your request to reconsider our decision to deactivate your Instacart account.
  
  After a thorough second review of the available information about the order issue(s) you reported, Instacart confirms its deactivation decision and your account remains inactive. We apologize for any inconvenience.
  
  Thank you for considering Instacart.

  This decision is final.

  Sincerely,

  Instacart Customer Experience