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:12/15/2023

  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.

  As of Wednesday, December 13th, I've reached out to Instacart five times regarding an issue with my direct deposit. In the account it says I was paid $291.84 to an account number that ends in ****, however my account number ends in ****. Each representative assured me not to worry and that they will escalate my issue to their finance team and that I will receive my payment within a few hours to 48 hours and I have not received payment or seen any pending transactions/payments in my bank account for my hard earned work. I was also told by the first representative that I would receive an email that I would have to reply to and I have not received anything. As of today, December 15th, I reached out again because it was well past the time frame. I was told by the representative named "Rohit", the payment failed to deposit to my account due to incorrect bank details and the he said that the last several representatives that I reported my concerns to did not escalate the issue, like they told me they would. He apologized for the inconvenience and that he would report those representatives and now I would have to wait another ***** hours plus an additional ***** hours for my bank to receive and process the payment. I was misled and lied to and not sure how my bank information was incorrect in the first place. I no longer have trust in the company and I am very upset that the representatives did not follow through with escalating this.

  Business Response

  Date: 12/16/2023

  Hi ******,

  I apologize for the poor experience that you faced. I've checked and see that there is an open ticket with the shopper finance team. At this time, that is the correct department that will be able to assist in this matter.

  Again, I am sorry for the delay in having this resolved.

  Sincerely, 
  

• Initial Complaint

  Date:12/15/2023

  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 signed up for Instacart two weeks ago and have already spent a good amount on the service. I started to love it because we do not have any other services in our area as this is a small town. I have 3 under 3 and so getting to the store is a challenge for me when my husband is away on business. Well Instacart decided they wanted to lock my account out and not allow me to make any purchases due to unusual activity. I am the only one who uses my account. Everything has my name on it. They told me to wait 48 hours to hear anything and I am like well how are we supposed to eat tonight and the lady goes well Im sorry we cant do anything for you . If I could walk to the grocery store with my children I will but lets be for real I dont trust the people in this town enough to walk 20 minutes down the road and back. This is the worst experience I have ever been through. I legit received an order last night 12/14/2023 and there were no issues and all of sudden they lock my account after taking my money. This is ridiculous and a horrible service to use. Now I have to figure out how to get our dinner tonight. I need some type of compensation for this as this has really made things difficult for me as a mother and a consumer. This may not seem like a lot to some people but in the society we live in now this is unacceptable. They make it hard to even get assistance.

  Business Response

  Date: 12/16/2023

  Hi ****,

  I apologize for the poor experience that you've faced.
  
  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: 12/16/2023

   
  Complaint: 21012226
  
  I am rejecting this response because:

  It is going on 2 days since my account has been locked. The representative told me on the phone ***** hours yet I have not heard anything. I have sent in my proof of identity twice in which both include my married and maiden name. There is no reason why I am being put through this. There is a storm hitting here tomorrow and we could not prepare due to Instacart. I am not satisfied at all and something must be done. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/18/2023

  Hi Demi,
   
  Thank you for contacting the Better Business Bureau.

  I apologize for the poor experience that you've faced.
  
  You should have received an email from Fraud & Identity regarding your credit card on 12/15/2023. 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, 

  Instacart Customer Experience

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21012226
  
  I am rejecting this response because:
  I was told by different agents different things. Someone told me by the end of Monday , another from the Fraud team told me they couldnt help , and another told me to wait a few days. This is not good at all. Is there any type of compensation for all of this? I lost access to Instacart plus and I have spent my hard earn money on you alls services to be treated like I am nothing. I have read the horrible things people have said about Instacart all over social media but I didnt believe it. However, the way you all are brushing me off is unacceptable and I refuse to keep being treated in such a manner.
  Sincerely,
  
  *************************

  Business Response

  Date: 12/27/2023

  Hi ****,

  Thank you for reaching out. Unfortunately the Fraud & identity team has been unable to verify your account. It appears that they've requested two different payment cards to be verified; however, they have not been included in the secure forms that you've submitted. 

  If you would like for us to review further, we can resend the secure form again. Please let us know.

  Sincerely, 
  

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21012226
  
  I am rejecting this response because:
  
  This is a complete lie . I have uploaded my documents twice !! No one from your establishment has contacted and stated otherwise. You want me to keep uploading personal documents so that my identity can be stolen ? This is becoming more of a civil matter at this point because you all refuse to communicate with me and then you are stating I did not send my documents in when I have PROOF that I have sent everything in. 

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

  Business Response

  Date: 01/02/2024

  Hi ****,

  Thank you for contacting the Better Business Bureau.

  I've reviewed your account and you have been reactivated as of 12/27/2023. 

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

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:12/15/2023

  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 broke my leg so I was unable to go to the grocery store myself. I ordered from Instacart on November 19, in the amount of 92.96$. The driver was in my apartment complex and I waited outside and couldnt see the driver anywhere. I immediately messaged the driver asking where they were and that I think they are in the wrong location. The items were marked delivered and I never received my items. I contacted customer support immediately and they said my account is under review and they can not issue a refund or a re delivery of items. I was told to email an appeals group. I emailed them and within a couple minutes they denied my request to receive a refund, redelivery or even store credit with no explanation as to why. I recontacted customer service and they said they cant help me further, I need to reemail the appeals division. It has been a few weeks and I have not received a response. I spent almost 100$ and never received my items and they refuse to explain why my account is under review and why I am not eligible for a refund

  Business Response

  Date: 12/16/2023

  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: 12/16/2023

   
  Complaint: 21011710
  
  I am rejecting this response because:

  there is no reason given to explain the denial or why my account is under review. I keep receiving the same exact message every time I contact, I would like a more personalized message from someone versus an automated response. 

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

  Business Response

  Date: 12/18/2023

  Hi *******,

  Thank you for contacting the Better Business Bureau.

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

  Instacart Customer Experience

• Initial Complaint

  Date:12/15/2023

  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.

  In early Oct I used instacart but had to use my husband's credit card. I've been an instacart user for 4 years. I used it once. In November he was charged several times including a subscription for 99 and one for 105+ for a US subscription. We live in ******. When we called to ask about the charges at the end of Nov they said he was past have s free trial. They refunded the 99 but claim their system cannot refund the US subscription. He never signed up for any membership. Why would we need two In one house. We're on Fixed income. We don't use us retailers. Every customer service person refuses to help us.

  Business Response

  Date: 12/16/2023

  Hi ****,

  I apologize for the poor experience that you faced. Due to the time that has passed, I've issued a pro-rated refund of $89.40 back to the payment card on file. Please allow up to 10 business days for this to reflect on your bank statement.

  If we can be of any further assistance in the future, please reach out.

  Sincerely, 
  

  Customer Answer

  Date: 12/16/2023

  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:12/14/2023

  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 attempted to cancel my yearly membership. It started in November 2023 and ends November ****. I Paid $99 for the yearly membership and requested a cancellation and refund for the remaining months. They refused to do so. I am not going to be living here much longer and the membership is not valid in the rural area to which I'm going.I would like a refund for the remaining balance.

  Business Response

  Date: 12/15/2023

  Hi *****,

  I apologize for the poor experience that you faced. Upon review, you were not charged $99 based on the $50 off promotion. Further, since 3 orders were placed using the subscription, I've issued a pro-rated refund of $45.41. Please allow up to 10 business days for this to reflect on your bank statement. 

  We wish you well in your future endeavors.
  

  Sincerely, 
  

  Customer Answer

  Date: 12/16/2023

  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:12/14/2023

  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.

  On several occasions, the site promises delivery by a certain time, same day. When I go to check out it says delivery available only the following day. I go back to the main page and it's still promising delivery same day. I contacted customer service and was told the demand is too high to get same day delivery. I'm willing to pay for priority and I tip very well so that's not the issue. I find it deceptive and false advertising to promise "delivery by 930pm" but then when I try to check out, the earliest is 10 am the following day. I'm paying for an annual membership that isn't providing what is promised. I only shop by instacart and have not been in a grocery store since 2019.

  Business Response

  Date: 12/16/2023

  Hi *****,

  I apologize for the poor experience that you faced. We understand how frustrating it is when the availability is not always consistent. Though we aim to satisfy our customers needs, our system is continuously updating the delivery times available and as a result the windows may reflect different times once in checkout. With this information you've provided, there is room for improvement on our end. 

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

  Sincerely, 

   

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 21010475
  
  I am rejecting this response because: your response is incorrect. 
  Even after I attempted to check out and did not have the option of same day delivery, I went back to the main page and all the stores were showing delivery that day just 5 minutes later. I tried to check out again and still could not get same day delivery. I continued to check for the next half hour and the times still promised same day delivery. It seems like a bait and switch. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/18/2023

  Hi *****,
   
  Thank you for contacting the Better Business Bureau.

  I see you were able to place an order on 12/15/2023 and get the same day delivery.

  I apologize for the poor experience that you faced. We understand how frustrating it is when the availability is not always consistent. Though we aim to satisfy our customers needs, our system is continuously updating the delivery times available and as a result the windows may reflect different times once in checkout. With this information you've provided, there is room for improvement on our end.
   
  We appreciate this feedback and will use this information to better our services in the future.
   
  Sincerely,  

  Instacart Customer Experience

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 24th 2023, I placed an order through Instacart (*********************). It was for Aldi Express.When attempting to checkout, I got a pop-up telling me my Instacart+ membership had expired and asked if I wanted to renew. I clicked "Yes" but there was some sort of error in the system and the pop-up disappeared without any kind of acknowledgement. When the order finished processing, the Instacart+ free shipping was applied, but the Service Fee was higher than normal. When I checked my Instacart+ account status through the app, it said it was inactive, even though the Instacart+ shipping discount was applied.After renewing my account, I added all the same items back to Aldi Express. It showed the same initial Service Fee ($8.06) but that it was reduced by the ****************** fee discount to $2.16. It is pretty obvious that even though the Instacart+ shipping portion was applied, the service fee discount was not.I reached out to their email support team to report this bug and see about getting a refund for the extra service fee I was charged. Over the course of 30 emails, 15 or more agents sent me their macro regarding what service fees are and how they are calculated. Not one of them acknowledged the issue.I reached out to their ******* team and initially got a few of the same responses, but eventually someone acknowledged the issue. They said that they would escalate the issue to their IT team and would be back in touch within 72 hours. That was on November 27th.Over 2 weeks later, I finally had time to reach back out. After having to explain the issue all over again, I was told that they found the escalation and that no bug was found. However, they were unable to provide any kind of actual evidence that the service fee discount was applied. If it was not applied, then there is obviously a bug, as the receipt shows "Instacart+ Member Free Delivery" on it. The included screenshots show my receipt (with service fee charged) and a similar total at the same store.

  Business Response

  Date: 12/15/2023

  Hi ******,

  I apologize for the poor experience that you faced. Unfortunately I was unable to open the document reflecting the lower service fee. If you'd like to reattach for reference, please do so.

  At this time, we are unable to issue a refund for the service fee; however, we will use this information to improve our services inn the future.

  Sincerely, 
  

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21010035
  
  I am rejecting this response because: I have included a different version of the screenshot showing the correct service fee for an order of this size.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/22/2023

  Hi ******,

  Thank you for your response. Unfortunately we are still unable to open the document that you've mentioned reflects a lower service fee. If you are able to provide a screenshot that would be helpful in our review.

  Sincerely, 
  

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21010035
  
  I am rejecting this response because: I have attached the screenshot in JPG format. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/14/2023 I made an order for pickup. I received an email at 3:50 saying my order was ready for pickup. At 3:56 I received another email saying my order was picked up, but it was not me who picked up the order. I called Instacart and they advised me due to a restriction on my account they could not refund me or put in a new order. They advised me to send an email to their appeals team which I did. The appeals team immediately sent an email back saying they would not refund my money. This has happened to me 3 times with this company. THEY ARE THIEVES! My order number is # ********* and the total was $58.96

  Business Response

  Date: 12/15/2023

  Hi ********,

  Thank you for reaching out. 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,

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday December 8th instacart charged me $99 for a membership. I never opted in for the membership. When I saw this transaction I immediately called instacart and inform them that I did not want a membership, I don't use instacart that much. I was told that they couldn't cancel it. Barely two hours had passed. They told me that I had used the benefits of the membership and I asked how much my order would have been without the membership and they told me $7.99 so I asked them if they could just charge me $7.99 and refund my money. I asked to speak to a supervisor and I was told that the supervisor would not be able to refund me. I call several times on the 8th of December and the morning of the 9th of December and was told the same thing over and over again. Nothing popped up for me to press okay they said they sent me an email and they didn't I even read my emails to them and there was nothing there. They said they would have a supervisor call me I never received a call. I told them I'm on limited income and there's no way I would have spent $99 or something that I haven't used since November of 2022. I thought I had made a complaint but I found out today Thursday December 14th that I had only submitted a review. That's why I'm submitting this today. I just want my money back for the membership I don't shop instacart like that only get $386 a month. Instacart ********************* told me that their system is not set up to refund the membership money. Their system is not set up to do that. I don't have a problem still using instacart I just don't have the money to pay for a whole year. If someone could help me get back my $99 I would sure appreciate it. Thank you

  Business Response

  Date: 12/14/2023

  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 $99.00. You should see this in your bank account within **** business days.

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:12/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on instacart for over $80 for pick up on 12/10/23. My order went missing and was never picked up. It shows it was and I was told cant get a refund or my promo back. I was told another department would help but they haven't even contacted me.this has happened before were items i was charged for went missing and the company refuses to provide refunds .

  Business Response

  Date: 12/15/2023

  Hi *****,

  Thank you for reaching out. 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,