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:08/29/2023

  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 placed a small order with instacart but denied the membership i paid on my snap food stamps they asked for my credit card number as back up only if my ebt didnt go thru which it did and everything was fine until i got my bank statement and they charged my card without authorization ****** i denied membership since im unemployed and cant afford. I used instacart as a referrsl from a friend cause i had surgery i want my money returned

  Business Response

  Date: 08/30/2023

  Hello,

  Im sorry that Instacart+ isnt working for you right now. Ive cancelled and refunded your membership at a prorated amount of $84.79. You should see this in your bank account within **** business days.

  Thanks,

  Customer Answer

  Date: 09/02/2023

   
  Complaint: 20540184
  
  I am rejecting this response because:they charged my card ****** which i denied the membership i am not agreeing to a prorated amount when i never agreed to the membership to begin with. I want my ****** returned 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/05/2023

  Hi *****,

   

  Thank you for your response. I apologize that we did not meet your expectations. 

   

  If you have any further questions or concerns, please reach out.

   

  Sincerely, 
  

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20540184
  
  I am rejecting this response because:they did not tefund ****** that they did not have my permission to charge my card to begin with.  This is fraud  they are to refund me in full
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/29/2023

  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.

  While reviewing recent charges on my credit card statement, I noticed the instacart fee of $105.93. I had forgotten about instacart because my email and account were hacked. Due to the hacking, I had no idea how to log into my instacart account and tell them what happened and cancel the subscription because I wouldnt be able to ever use it due to hackers. Instead of being understanding and canceling the subscription, I was told by the customer service representative that I had time to cancel and they could not help me. I had no idea how insensitive a business could be. Id really like ***** instacart, but my hackers wont let me

  Business Response

  Date: 08/30/2023

  Hello,
  
  Im sorry that Instacart+ isnt working for you right now. Ive cancelled and refunded your membership at a prorated amount of $93.46. You should see this in your bank account within **** business days.
  
  Best,

• Initial Complaint

  Date:08/29/2023

  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 August 14th 2023 I made a purchase to Instacart. Unknowingly Instacart charged me 200 dollars to my **** not my EBT. When I tried to correct the problem on the app the app glitched and said error. When I called Instacart they refused to address the problem and refused to correct and refund my money. The purchase was supposed to be charged to my EBT account not my bank account. Due to this refusal to refund I am unable to pay bills and purchase medicine. This situation could be avoided and easily fixed if Instacart didn't have polices that only benifite themselves and not the customer. I am a daughter who takes care of her mother who has dementia. I feel like they are legally able to steal from me and my mother. I have contacted my lawyer and contacted my local news. I believe they did something wrong and are getting away with it making billions

  Business Response

  Date: 08/30/2023

  Hi Latessia,

  I apologize for the inconvenience. We applied a 1-time courtesy refund to your account for this same issue on a previous order.
  Items added after placing an order automatically charge to the credit or debit card on file. In the future, you can move charges from your credit or debit card to your EBT card before your order is delivered as long as the item is EBT-eligible and you have a sufficient balance on your EBT card. Be sure to check your EBT SNAP balance and item eligibility when placing your order.

  Thank you

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20539341
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  I reject this because by your logic I could be a customer for ten years and no matter what whether it be my fault or your fault that I am only allowed one refund throughout my time of being a customer. How does that make since. The customer representative admitted to Instacart being in fault. I spoke with a lawyer and they told me that a day after my complaints Instacart changed their policies that would contradict my claim. Instacart should be ashamed of themselves. This is not respectable customer service. Why am I only allowed one refund as a customer. The Instacart app glitches to the point that it takes out money from a bank account instead of EBT. I have screenshots that show and prove that I only purchased food items yet somehow the items were charged to the bank account and not EBT. When I called to correct this Instacart informed me because of a previous refund I wasn't allowed another. No way shape or form was I attempting to receive freed food. I only wanted the purchase charged to the correct account. Instacart refuses to correct the problem. I am a daughter who is taking of her elderly disabled mother who is on a fixed income, taking money from the wrong account can and has caused tremendous amount of pain and suffer to figure out how to replace or make due with the money that Instacart won't return. Businesses correct issues like this all the item I find it convenient for Instacart to have this policy. It seems to only benifite them and inconveniences the customer. Try to imagine each time they have done this and gotten away with it, it adds up at some point, millions perhaps on this policy of Instacart takes (steals) your money you have no choice but to but to let them have it... That is called robbery, criminals, thief's, con artist, scammers, wolves in sheep's clothing. Do better Instacart because at some point me and my mother depended on our food being delivered (delivery, shoppers, customer service are awful but we need groceries but that's a whole other can of worms) and we trusted you with our information and our money and you took what was not yours with a smile on your face protected by a scummy terrible money hungry deceitful policy that only lined your pockets. Shame. I will not use Instacart in the future and I will others to do the same. 

  Business Response

  Date: 09/01/2023

  Hi Lateesia,
  
  I apologize that you faced this negative experience with us. I understand how frustrating this can be.
  
  You are able to adjust charges between payment methods. Look under Your payment split at the bottom of the Place Order page to see the expected charges to each payment method. Select Change to adjust the charges.
  
  As a friendly reminder, you can adjust charges after checking out, up until delivery. After delivery, you can no longer adjust your payment split. You cant increase the amount charged to your EBT card if it exceeds the total amount of EBT-eligible items in your order.
  
  For more information please visit our help center ***********************************************************************.
  
  Best,

• Initial Complaint

  Date:08/29/2023

  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 ordered groceries from Instacart on 8/29/23. My order was delivered to the wrong door within my apartment complex. The shopper didnt include the door # in their photo and I cannot locate the order. Instacart refuses to issue a refund. I provided a photo the shopper took and a photo of my door.

  Business Response

  Date: 08/30/2023

  Hello,

  
  Thank you for your response. At this time you will need to email **************************** for further assistance with your order issues.

   

  Thanks,

  
  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20539170
  
  I am rejecting this response because I emailed the address provided and received the same scripted response denying my refund. I have provided more than enough evidence and Instacart continues to not review it and deny my refund. I paid for products I didnt receive. I demand a refund. I am attaching the response I received via email.
  

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

  Business Response

  Date: 09/01/2023

  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.
  
  If you had an issue with replacement items, you can avoid future issues by updating your item settings to Do not replace. Visit our *********** to learn more about replacement settings.
  
  Thanks, as always, for being part of our community.
  
  Best,

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20539170
  
  I am rejecting this response because it is the same standard copied and pasted information. I have provided documentation and proof that I did not receive my order. They cannot legally do this. They are providing no reason and including information that isnt relevant. I will never use their services again. Im not asking if my account is active. Im asking for a refund for items that ****** delivered as promised!  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/08/2023

  Hi ******,

   

  Thank you for your response. I apologize that we were not able to meet your expectations. We've upheld our decision to not issue any appeasements for this order. 

  Sincerely, 
  

  Customer Answer

  Date: 09/10/2023

   
  Complaint: 20539170
  
  I am rejecting this response because Instacart continues to not read and review any information I provide. I have proved the order was not received. They also do not provide a reason they will not refund. They have a 100% customer satisfaction policy that they do not follow: *********************************************************************

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

  Business Response

  Date: 09/12/2023

  Hi ******,

  Thank you for following up on this matter. 
  
  We understand your concerns regarding your order.
  
  Our Fraud & Identity team sent you an email on September 10, 2023, regarding your order. We recommend reviewing the email that was sent to you for further details.
  
  As a friendly reminder, per our Terms of 100% satisfaction guarantee (*********************************************************************)
  
  "Instacart shall have the sole discretion to
  -Determine if the reported issue qualifies as an order issue;
  -Decide whether to issue a refund or a credit towards a future order;
  -Determine the amount of such refund or credit;
  -Determine if any evidence must be provided to substantiate the order issue; and/or
  -Require the customer to return the item(s) to the retailer in order to get a refund or credit."
  
  We appreciate your understanding.

• Initial Complaint

  Date:08/29/2023

  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.

  Placed an order with Instacart on 8/23rd using credits with no expiration date and had to cancel just hours later, confirmed with online chat the credits would go back to my account in 24 hours. Credits had not been returned as of 8/25th, so contacted online chat again was told the issue needed to be escalated to the product team and I should hear back in 48 hours. It's been 4 days since then, I still do not see the original credits back into my account. The credits was more than $40+ and was received as a result of previous delivery hiccups (missing items I believe). Rather than refunding to my credit card, Instacart refunded me in the form of a credit and now they're trying to take it away from me even though their own agent has confirmed it should go back to my account. Instacart, please do the right thing here and return me my credit to my account.

  Business Response

  Date: 08/29/2023

  Hi *****,
  
  I apologize that you faced this negative experience with us. I checked into the issue and it does appear the credit didn't automatically apply back to your account. I've escalated this concern to our Product Support team immediately so they can assist. They'll reach out via email if they require any additional information, but please don't hesitate to reach back out in the meantime if you have any additional questions or concerns. 
  
  Best,

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20539102
  
  I am rejecting this response because:
  

  It's been another 3 days since I received your response that the credits would be returned to me. But as of this hour, I still do not see them in my account. I've placed more than a dozen orders with Instacart in the last few months, is this how you treat your best customers? Please look into this issue and give me back my credits ASAP. Honestly, I think I deserve an additional credit given all the frustration just to get this handled. But first, please return back my credits. Thank you.

  
  ********************************************

  Business Response

  Date: 09/01/2023

  Hi *****,
  
  I apologize that you faced this negative experience with us. We've escalated this concern to our Product Support team immediately so they can assist. At this time, I am unable to provide you with a definite time frame as to when our the issues will be resolved, many factors are involved in resolving this technical issue, but I can assure you our team will be following up.
  
  Best,

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20539102
  
  I am rejecting this response because:

  You initially acknowledged my issue on 8/29th and said it has been escalated to the Product Support team. Well, it has been more than a week, I still do not see my credits returned to me in my account nor have I been contacted by anyone at Instacart. You also cannot give a time frame on when my issue can be resolved, so how can I believe anything has been done or would actually be done? I have confirmed with Instacart agent before cancelling the order on 8/23rd and she has explicitly confirmed that my credits would get returned to my account within 24 hours. You have confirmed the same here. Yet it's been more than 2 weeks, I still do not see them, and your response here doesn't sound like you care either. How many rounds of fight do I have to go through just to get my own credits back?
  
  ********************************************

  Business Response

  Date: 09/16/2023

  Hi *****,

  Thank you for your response. I understand your frustration with the time it has taken to resolve this issue. Our Product Support team is still reviewing your case; however, once that team is able to provide more information, they will follow up accordingly.

  We appreciate your patience and additional feedback.

  Sincerely, 
  

• Initial Complaint

  Date:08/29/2023

  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.

  We were billed ***** for a subscription to Instacart on 8/13/23, I received my credit card bill in the mail yesterday and I called them to cancel the subscription today, 8/29/23.They informed me that I had agreed to the subscription and there was nothing they could do because it had been more than 14 days since we were billed, even though they admitted that the last time we used Instacart was in 2020!I'm sure they have billed me in 2021 and 2022 and we did not catch it. They will not let you talk to a supervisor, they informed me that is the management's policy and a supervisor would tell me the same thing.I've never heard of a company that will not refund your subscription that has not been used when you notify them as soon as you receive their bill.

  Business Response

  Date: 08/30/2023

  Hello,
  
  Im sorry that Instacart+ isnt working for you right now. Ive cancelled and refunded your membership at a prorated amount of $94.53. You should see this in your bank account within **** business days.
  
  Best,

  Customer Answer

  Date: 09/15/2023

  I have not received Instacart credit as of today, 9/15/23. I want to reopen the complaint.

  Thank you

  Business Response

  Date: 09/15/2023

  Hi ****,

  Thank you so much for reaching out, I am contacting you from Instacart. I apologize for this situation, I know how frustrating this can be. We apologize for the delay in processing your refund. After reviewing your order I was able to confirm as of Aug 30, 2023 05:56 AM PDT you have been refunded $94.53 to your original payment method for your express subscription. I refunded the remaining $4.47 USD for the express subscription on Sep 15.
  
  If you do not see this refund immediately, please allow **** business days for the refund to complete.

  Best,
  
  

• Initial Complaint

  Date:08/29/2023

  Type:Delivery 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.

  Ordered through Wegmans app, not through instacart, yet somehow instacart is left to handle my order issues. I called Wegmans and was told to contact ************************** for a refund. I did not get my order and confirmed this over the phone with ******* support. I wan't my trefund NOW, instacart is a fraudulent company trying to keep my money I did not even authorize to them in the first place. My order # is ***************** and I want my refund for my missing delivery.

  Business Response

  Date: 08/29/2023

  Hi *****, 

  I apologize that you faced this negative experience with us.
  
  After further review, I was able to confirm that we processed a refund of $124.90 for the order. 
  
  Instacart processed a same-day refund, also known as a reversal, which means you wont see a separate line item for your refund. Instead, the original charge should fall off your statement completely. Please check your bank statement to confirm that the charge fell off.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us. You can call us at ************** or chat with us directly on our app or website.

  Customer Answer

  Date: 08/29/2023

  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:08/29/2023

  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 June 26, 2022, Instacart charged me $103.95 for an annual subscription service without my authorization and without notifying me. I already pay for month-to-month subscriptions on another email account and had only used an alternate email to surprise my partner for his birthday. This unauthorized charge only came to light a year later around June 26, 2023, when another unauthorized charge was issued without notification. Fortunately I spotted it on my credit card and cancelled. Although Instacart refunded me for that fraudulent transaction, they refused to refund me for the original transaction, citing an unreasonable company policy in these circumstances not to refund if requested 15 days after the charge. I had no means by which to request the refund to this hidden charge. It is in bad faith and immoral/unlawful for Instacart to charge for services not requested and not used by a customer. They effectively double-charged me for a year and when I noticed, theyre telling me they wont refund because they ******* as not complying with an arbitrary policy. This predatory and illegitimate practice should not be applied in my extenuating circumstances.

  Business Response

  Date: 09/01/2023

  Hello,
  
  I apologize that you faced this negative experience with us. I understand how frustrating it is that you were charged for a membership you do not use and I am more than happy to provide a full refund. 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.

   

  
  

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20535762
  
  I am rejecting this response because:
  I was promised a refund but have not yet received it. I only received an email asking about my email address so far but not confirming any payment details. I look forward to hopefully hearing more from Instacart soon to finish processing the refund.

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

  Business Response

  Date: 09/12/2023

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  We processed your refund on 6/28/2023. Please give your bank the following number to track the refund to your account. ***********************.

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

  Sincerely,

  Instacart Customer Experience Team

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20535762
  
  I am rejecting this response because:
  Instacart says they issued a full refund on June 28, 2023, but that was for a different charge. As explained in my original complaint, I was charged $103.95 on June 26, 2022, and $103.95 June 26, 2023, both times without my authorization and without any communication to me. On September 1, 2023, Instacart promised to refund me $103.95 in addition to the refund referenced in my original complaint. Please honor that promise made. It is in complete bad faith to promise a refund and then not follow through on it. You can use the same payment instructions as on June 28, 2023, or else you can call me at the number on my account to obtain payment instructions if needed. I look forward to your confirmation soon so that me and my friends and colleagues can hopefully resume our business with Instacart and try to put Instacarts so far negligent and fraudulent behaviour behind us.

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

  Business Response

  Date: 09/19/2023

  Hi *****,

  Thank you for following up on this matter. 
  
  I understand you are concerned about your initial Instacart+ membership charge.
  
  After further review, I was able to confirm that you enrolled in a Instacart+ trial on June 12, 2022. 
  
  Once the trial period ended, the account was automatically enrolled into an annual membership plan starting from June 26, 2022, and ending on June 27, 2023. Your preferred credit/debit card that you saved to your Instacart account was charged for this membership at the end of the trial period because your auto-renew setting was turned on.
  
  At this time, we are unable to process a refund of your initial membership charge. The reason for this is that its been more than 15 days since your enrollment.
  
  Per our *********** article 'Manage your Instacart+ membership' (************************************************************************)
  
  "For all members, you may cancel your Instacart+ membership within the first 15 calendar days of your paid Instacart+ membership and receive a refund of the Instacart+ membership fee you paid, but only if you have not placed any orders using your Instacart+ membership. If you cancel at any other time, you will not receive a refund, but you can continue to enjoy the free deliveries through the end of your billing period."
  
  After the first annual membership, your membership plan automatically renewed because the setting was still enabled. Please note that the auto-renew setting has been turned off.
  
  We processed a refund in the amount of $103.95 for the renewed membership on June 28, 2023. Instacart processed a same-day refund, also known as a reversal, which means you wont see a separate line item for your refund. The original charge should have fallen off your statement completely. Please check your bank statement to confirm that the charge fell off.
  
  We kindly request that you refrain from creating any additional accounts, as this action violates our Community Guidelines (***********************************************************************). 
  
  We appreciate your understanding. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20535762
  
  I am rejecting this response because:
  
  I did not authorize the charge on the initial $103.95. I did not receive any notification of this charge. I did not receive any benefit from this service, as I was paying for it under a separate account already. The reason we set up two accounts was to allow for a surprise birthday gift as a one-off. Instacart is hiding behind unreasonable policies here that do not apply instead of doing the right thing regarding unauthorized and hidden charges.

  Instacart in a prior email already promised to refund the second $103.95 charge and is now seeming to claim negligence in not reading the complaint before agreeing to this or else is reneging on their offer. All of this is in bad faith and disappointing.

  If Instacart persists in not honouring its promise to refund the original $103.95, the subject of this complaint, then I will need to seek counsel in escalating this matter legally, via media and will be sure to desist from future business dealings with Instacart and advise my family/friends/colleagues of same.

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

  Business Response

  Date: 09/23/2023

  Hi *****,

  Thank you for your response. At this time, we are unable to issue a refund for the membership in 2022. We understand this is not the answer you were hoping for and we apologize that we were unable to meet your expectations.

  Sincerely, 

   

• Initial Complaint

  Date:08/28/2023

  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.

  I've had an Instacart account for four years. A few weeks ago, someone hacked my account so Instacart closed it. I appreciate that they closed it, but wanted it reopened. I submitted the required copy of my credit card and driver's license via their site, as they requested. They said my account would be reactivated in 48 hours.I was told to open a new account, pending the re-opening of my old account. On my old account I paid an annual fee, for reduced delivery fees and other benefits. I received a billing for the new account, at which time I called to check on the status of my old account. It still had not been reopened.I told the rep that I wasn't going to pay another $100, since I had already done that on my old account. The rep said that she would escalate the issue again and closed the new account. My old account has not been reopened. I've paid increased delivery fees since I don't have my old account with the paid membership.Every time I call, they say they will escalate it, or they tell me to open a new account. I've already paid the annual fee and would like to have my old account reopened. I should not have to pay another annual fee.

  Business Response

  Date: 08/29/2023

   

  Hi Arhonda,
  

  I apologize that you faced this negative experience with us. Upon checking, a specialist sent communication to you via email on 8/7/23 regarding the report you made. Based on the decision of our Fraud & bIdentity 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: 08/29/2023

   
  Complaint: 20535471
  
  I am rejecting this response because:

  The email I received on 8/7 requested that I submit my credit card and a copy of my driver's license, which I did as soon as I received the email. My account was hacked and I provided information to confirm that I am the owner of the account. What does this have to do with terms of service? I followed the instructions of your representatives. I also called and followed up twice and was told that the "escalation" team was working to reactivate my account. The most recent call was last week. The business response does not make any sense. 

  Please clarify why you will not reactivate my account when I've been told consistently by your team that it would be reactivated. Additionally, please confirm why you had me upload my drivers license and credit card if I didn't need to do that. That seem fradulant.

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

  Business Response

  Date: 09/01/2023

  Hi *******,

  For any further questions or concerns regarding your account, please respond directly to the Fraud & Identity email that was sent to you.

  We wish you well in your future endeavors.
  

  Sincerely, 

   

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20535471
  
  I am rejecting this response because:

  I responded to the email on 8/7. I followed up via email on 8/9.

  I called the following week and was told my issue was being worked on, and was escalated.

  There was no response so I called again, and again was told that it would be resolved in 48 hours.

  I followed up via email again on 8/29.

  I've already responded to your emails, but there is still no resolution.

  A your initial email and my email responses are attached.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/15/2023

  Hi ******* ,

  I apologize for the poor experience that you've faced. From my review, we have since reactivated your account, which means you may shop as you normally would. If you have any further concerns, please reach out.

  Sincerely, 
  

  Customer Answer

  Date: 09/16/2023

  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:08/28/2023

  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.

  The ************************** has put a hold on my account, but they have not told me why or what I can do to resolve the matter. There is no way for me to contact them directly. Please help.On August ********************************************* another city, sending them groceries while they are grieving a death in their family.I am guessing this out of town order confused the system, because the next time I placed an order for myself on August 27, my Instacart membership was cancelled and my Instacart account was locked, with no information about how to resolve the problem.I called customer service today and they promised to reopen my account, but when I placed the re-order this afternoon the account was cancelled and my account is locked again.Not only that, they have a hold on my bank account for the cost of the Aug 27 order and the Aug 28 order which is tying up my limited funds at the end of the month.I am a disabled senior and can't go grocery shopping for myself. This is a disaster. Is there any way you can help?

  Business Response

  Date: 08/29/2023

  Hi ******,

  Thank you for following up on this matter and I apologize for the lack of communication. I have reviewed this matter and we have escalated this to our Trust & Safety team to investigate further. A specialist from this department will be in touch with you via email regarding the resolution. If you have any further questions or concerns, please reach out to ******************. 

  Best,