Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2023

  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.

  On 4/17/2023, I ordered 25 of these square terminals from **** club through Instacart. The total was around $750. The Instacart shopper, *******, was to pick them up. She claimed to have found them and was coming to drop them off. After she checked out, she was in some area for around ***** minutes, she wasnt driving to me. I contacted her to see when shed deliver them, thats when she started moving. After another 20 minutes, she was close to where she was supposed to drop it off. However, when I came to meet her pick them up, she drove off, not delivering me anything. I check Instacart app to see that she marked it as delivered. I asked her what happened, and after sending multiple messages to get a response, she claimed that Instacart cancelled the order and I was to contact them for a refund. I knew she was lying, so I contacted Instacart and they said theyd refund me for my order. I then talk to another agent just to be sure theyd refund me and they said they would. However, a few hours later, I find that my account was locked because of fraud, even though they have the chat history of the suspicious driver. I tried contacting Instacart again and they are refusing to help me, hence why I started a financial chargeback with my bank. I did all the necessary steps before setting up the dispute, which was to contact the merchant to try to get this resolved, instead they decide to lock my account after contacting them. They dont want to fix this problem so I created a chargeback and why I also made a complaint with the BBB as this is disgusting. I would hope BBB would help resolve this situation or look into the malpractices of instacart.

  Business Response

  Date: 05/15/2023

  Hi ***,

  I apologize that you faced this negative experience with **. 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.

  Sincerely,

  Instacart

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19952730
  
  I am rejecting this response because Instacart is refusing to actually help me with the issue. I made a complaint because I did not receive my order and when I asked for a refund, they locked my account and refused to communicate with me. I created a dispute and made a BBB complaint and it was only until I created the complaint that Instacart finally reached out to me. Except the issue is that Instacart only locked my account because I created the dispute, but it isnt true as I created the dispute as a response of them locking my account and not helping me since they didnt want to provide a refund for the items I did not get. I dont care about my account being reactivated as I dont want to use Instacart anymore, I just want a refund and Instacart is not helping me with that. Terrible company 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/16/2023

  Hi ***,

  I apologize that you faced this negative experience with **. 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.

  Sincerely,

  Instacart
  
  
  

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19952730
  
  I am rejecting this response because they still havent done anything. They just told me the same thing again that my account was deactivated because I filed the dispute. This is incorrect, I showed a picture of a email from Instacart stating they deactivated my account because I reported the order as undelivered, which I initially said. All they have to do is check the chat between the driver and me and theyll see that even the driver said they didnt deliver it. Yet they refuse to even check it. Instacart refuses to do anything to help reimburse what I paid and did not get. They dont seem to want to fix the situation and are more focused on me getting rid of the dispute, which I will not because they havent helped me and I want my $ back and Ill know Ill win it with the proof that I have. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/13/2023

  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.

  A few issues with Instacart starting with the food delivered being contaminated. I asked for a refund and it was promised. After some time of never receiving, I filed with my bank for Instacart to deny it. After reaching out the requested a liability and legal claims form to be filled, when all I wanted was my refund!

  Business Response

  Date: 05/13/2023

  Hi *****,

  I apologize that you faced this negative experience. Based on the nature of your report, only our Claims team is able to assist with a refund and any next steps. Please respond to the email you received about this. You can direct any additional concerns or questions to that email thread.

  Best,

• Initial Complaint

  Date:05/13/2023

  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.

  Order #*****************. Wrong item was received for one of the items ordered and was not the replacement choice either.

  Business Response

  Date: 05/14/2023

  Hi ****,

  I apologize that you faced this negative experience with **. Upon checking, a specialist sent communication to you via email on May 14, 2023, regarding the report you made. Based on the decision of our Fraud & Identity team, we will be unable 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.

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 20054400
  
  I am rejecting this response because: Did not resolve issue. Demand refund for wrong item.
  
  Sincerely,
  
  *************

  Business Response

  Date: 05/15/2023

  Hi ****,

  I apologize that you faced this negative experience with us. I sent you an email with further communication on this issue so we can assist you properly. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to that email.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20054400
  
  I am rejecting this response because: Did not address concerns
  
  Sincerely,
  
  *************

  Business Response

  Date: 05/15/2023

  Hi ****,

  Thank you for following up on this matter. I apologize that you faced this negative experience with us. After further review, I was able to confirm that a specialist sent communication to you via email on May 14, 2023,  regarding the report you made. Based on the decision of our Fraud & Identity team, we will be unable to issue a refund or reactivate your account due to our terms of service, which you agreed upon. For additional information, please review the email that was sent to you. If you have any questions or concerns, please respond directly in that thread.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20054400
  
  I am rejecting this response because: The account was never deactivated and there was no email regarding any refund.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:05/12/2023

  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.

  Recent order with Sprouts with Instacart Shopper Andros on 4/23/2023 submitted 12:41PM. I had checked all my items as "Refund if not available" but Instacart shopper EXPLICITLY IGNORED the directions and replaced the my $3.99 1 pt tomatoes with the Sunset Wild Wonders Tomatoes (24 oz.)I have contacted customer support at least three times in mix of phone + chat, and I have also e-mailed the appeals e-mail but nothing was done and have not gotten response from the appeals e-mail. Seeking my refund of $6.99 that I was wrongfully charged.Attached is my Sprouts order that I took at 12:39PM before I placed the order at 12:41PM, and a picture of the order that my shopper ignored (you can see all the other items says "if out of stock, REFUND"

  Business Response

  Date: 05/14/2023

  Hi ****,

  I apologize that you faced this negative experience with us. I sent you an email with further communication on this issue so we can assist you properly. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to that email.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20053555
  
  I am rejecting this response because:
  

  It seems like Instacart immediately closed the ticket after I sent in my verification information. Instacart has done nothing or followed up in contact after I gave them my information for them to investigate.

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

  Business Response

  Date: 05/15/2023

  Hi ****,

  Thank you for following up on this matter. I apologize that you faced this negative experience with us. I 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.

• Initial Complaint

  Date:05/12/2023

  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.

  Instacart account charge to B.M. (B ************** Charge was March 30, 2023 for $138 Charge was for an auto renewal subscription that ****** was NOT aware she had.****** had not used instacart since January 2023. She was under the understanding it was an as needed service.Her bank called to dispute the charge. Instacart rep said it was a renewal fee, but could be resolved by calling the customer service line provided. Bobbies caregiver called the customer care, but was unable to get resolved bc the rep needed ****** on the phone line to authorize what was taking place. The next day, we called customer service again, but spoke with different ********** first rep connected ** to a rep that she claimed could help. (****, the rep) said the charges could not be refunded. She could see the service had not been used since January, but said the charge (for the service the senior was not aware of)stood and would not refunded. When asked to speak to a supervisor, **** said they were all busy. We said we would wait. **** said they were still busy and said the supervisor would tell me the same thing, no refund. We said, we still would like to speak to someone to understand why we were getting mixed messages. **** finally said she would have her supervisor call **. **** (her supervisor) called around 5:38. She said she was the floor supervisor and basically said, regardless of if ****** didnt realize, no matter if it hasnt been used, the charges would not be refunded. How sad! I truly feel this renewal stuff and people not really knowing they are signed up is scamming some of our senior citizens. It is clear she had no intentions of using the service and didnt know she was locked in. When she went to pay her credit card, that alerted her to the situation. It would be different if she was using the service, then tried to get a refund, but its clear she didnt know or understand the system. This customer service is awful.

  Business Response

  Date: 05/13/2023

  Hi *******,

  I apologize that you faced this negative experience with us. I sent you an email with further communication on this issue so we can assist you properly. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to that email.

  Best,

  
  

  Customer Answer

  Date: 05/18/2023

  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:05/12/2023

  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 received a delivery and I was supposed to get Six 6 packs of coke and paid for all 6. Instead I got 1. I will provide the chat with customer service saying the shopper MISREAD! The order and only gave me one. So after clearly seeing the shopper made a mistake by his own omission. I was and still am being denied a refund! Every time I have contacted Instacart for a problem it was always backed with proof ! So idk why my acct would be restricted and u can clearly see the shopper made a mistake. So now I am out $17.95 and did not get what I paid for ! It's like Instacart just took my money and I get to Pay $21.54 for a 6 pack of soda !

  Business Response

  Date: 05/13/2023

  Hi ********,
  
  We understand your concern and apologize for any inconvenience. Weve received a high number of order issues from your Instacart account. The account restriction is an automatic system response to the frequency of reported issues on your account.
  
  Please email the following to **************************:
  - Retailer
  - Items affected and any photos or supporting evidence
  - Preferred resolution (account credit or refund)
   
  Only Order Appeals is able to process resolutions while you have an account restriction.
   
  Best,
  
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20052904
  
  I am rejecting this response because: I have already been thru this and I already appealed and I was supposed to be contacted by management and have yet to hear from any one 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/17/2023

  Hi ********,

  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.

  Sincerely,

  Instacart
  
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20052904
  
  I am rejecting this response because:
  Your shopper admitted he only delivered 1 6 pack of soda I paid for 6 how can this not be a clear cut thing ! U took my money and I did not get what I paid for ! Your customer service rep ******** this ! I don't see how this has not been resolved ! And I am appalled that u have restricted my acct, because every credit I have gotten is because of quality or spoiled and every instance was proven just like this time ! 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/17/2023

  Hi ********,

   

  Thank you for your response. Please respond to the email that we sent you. A specialist will assist you further with your order/account issue.

   

  Sincerely, 

   

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20052904
  
  I am rejecting this response because: I have talked via email and have gotten no where again this is a clear cut situation I ordered and paid for 6 six packs got 1 Your shopper admitted he mis read the order Your CS rep confirmed all this ! I should get my money back for not getting what I paid for ! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/12/2023

  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.

  FIRSTLY, I AM A DISABLED SENIOR IN A WHEELCHAIR AND LEGALLY BLIND, SO PLEASE EXCUSE MY USE OF ALL CAPS AS NEEDED FOR MY VISION.ON 4/22/23 *INSTACART* LOCKED MY ACCOUNT, CLAIMING IN A TEXT AND EMAIL THAT A BOGUS GROCERY ORDER WAS ATTEMPTED ON MY ACCOUNT ON 4/22/23, BY AN UNKNOWN PERSON, WHICH ORDER THEY STATED THEY HAD CAUGHT AND CANCELLED. I ASSURED THEM I DID NOT DO THAT ORDER. THEN AFTER MULTIPLE PHONE DISCUSSIONS AND EMAILS, I PROVIDED, ON 4/28/23, *WHEN THEY FINALLY FIRST PROVIDED IT*, AND *PER THEIR REQUEST*, A COMPLETED INTERNAL CLAIM FORM WHICH THEY HAD EMAILED ME, TOGETHER WITH THE UPLOADED KEY DOCUMENTS THEY HAD REQUESTED TO VERIFY MY IDENTITY, SENT VIA THEIR INTERNAL EMAIL SYSTEM, FROM "INSTACART TRUST DEPARTMENT". HOWEVER, AS OF TODAY, 5/12/23, THEY STILL WILL NOT UNLOCK MY INSTACART ACCOUNT, AND ALL I HAVE RECEIVED FROM THEIR TRUST **** ARE GENERIC DELAY EMAILS, WHICH DO NOT ADDRESS MY SPECIFIC SITUATION AT ALL. I HAVE SINCE DISCOVERED THAT THIS SAME ISSUE OF LOCKED ACCOUNTS HAS BECOME A FREQUENT PROBLEM WITH INSTACART, FOR WHICH THEY OFFER NO REAL ASSISTANCE AND WILL NOT TAKE RESPONSIBILITY. I AM ASKING BBB TO *PLEASE* REQUEST FOR INSTACART TRUST **** TO *UNLOCK MY INSTACART ACCOUNT* *ASAP* AS I AM A DISABLED SENIOR, LEGALLY BLIND AND LIVING ALONE, SO CANNOT DRIVE TO STORE TO BUY MY GROCERIES, BUT DESPERATELY NEED A *FOOD GROCERY DELIVERY* WITH MY EBT CARD, WHICH THEY ACCEPT. BBB, KINDLY DO WHATEVER YOU CAN TO HELP AS THE INSTACART "TRUST ****" HAS SENT DELIBERATELY VAGUE GENERIC DELAY EMAILS THAT DO NOT HELP, AND CUSTOMER SERVICE SAYS CLIENTS CANNOT SPEAK DIRECTLY WITH TRUST ****, AND CUSTOMER SERVICE REPS BY PHONE HAVE NOT **** ABLE TO HELP, AS THEY STATE THAT "ONLY THE "TRUST **** CAN UNLOCK ACCOUNTS"!? MY *MULTI ATTEMPTED INQUIRIES* BOTH BY EMAIL TO TRUST **** AND CALLS TO CUSTOMER SERVICE RE WHY IS THERE STILL A PROBLEM WITH THE STATUS OF MY LOCKED ACCOUNT, AND WHY WONT THEY CLEAR UP THIS ISSUE, JUST CONTINUE TO GO UNRESOLVED. THANK YOU

  Business Response

  Date: 05/13/2023

  Hi ******,

  I apologize that you faced this negative experience with **. A Trust & Safety specialist sent communication to you via email on April 28th regarding the report you made. They confirmed they've received your reply and are currently reviewing your account. Once they conclude their investigation, they'll reach out to you via that email thread. If you have any questions or concerns, please respond directly in that thread.

  We appreciate your understanding. 

  Best,

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 20052585
  
  I am rejecting this response because:
  THIS COMMUNICATION BETWEEN MYSELF AND INSTACART HAS BEEN GOING ON SINCE 4/22/23 AND I HAVE YET HEARD FROM THEIR "TRUST"OR "FRAUD" DEPARTMENTS DIRECTLY DESPITE MULTIPLE PROMISES FROM CUSTOMER SERVICE THAT MY ACCOUNT WOULD BE UNLOCKED AFTER I SUPPLED PROOF OF MY IDENTIFICATION, THO STILL NOTHING IS RESOLVED. IF THEY ARE IN FACT SO BACKED UP WITH SIMILAR COMPLAINTS THEN MAYBE THE PROBLEMS WITH INSTACART ARE MORE SEVERE THAN I REALIZED.  MEANWHILE, WHILE THEY DRAG THEIR FEET, I REMAIN AT THEIR MERCY AS I AM A LEGALLY BLIND SENIOR (***** THE USE OF ALL CAPS) AND IN A WHEELCHAIR, SO CANNOT DRIVE TO A STORE TO BUY MY FOOD. 
  
  SO, ON MY BEHALF, KINDLY DEMAND THAT THEY UNLOCK MY ACCOUNT RIGHT AWAY. IF THEY ARE INVESTIGATING THE CULPRIT/ IMPOSTER WHOM THEY CLAIM ATTEMPTED TO DO A GROCERY ORDER ON MY ACCOUNT ON 4/22/23, THEY SHOULD SIMPLY ALLOW ME TO *RESET MY PASSWORD* AND THEN SIGN IN AND DO MY GROCERY ORDER WHILE THEY CONTINUE THEIR SO-CALLED INVESTIGATION. THANK YOU SO MUCH FOR YOUR VERY KIND ATTENTION TO MY DIFFICULT SITUATION.
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  Hi ******,

  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.

  Sincerely,

  Instacart

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20052585
  
  I am rejecting this response because:
  
  FIRSTLY, AGAIN PLEASE EXCUSE MY USE OF ALL CAPS BUT I AM LEGALLY BLIND.  SECONDLY, PLEASE UNDERSTAND THAT I AM VERY GRATEFUL FOR, AND SATISFIED WITH, THE ASSISTANCE OF BBB.  MY "REJECTION" IS OF INSTACARTS CONTINUED VAGUE RESPONSES TO ME REGARDING THIS SITUATION WHICH THEY HAVE PUT MR IN AND LEFT ME IN, AND THE SHEER LACK OF CONCERN THEY ARE DISPLAYING  FOR A GOOD CUSTOMER.  AS OF MONDAY 5/15/23, THE LAST TIME I RECEIVED AN EMAIL FROM INSTACART, *AFTER YOU CONTACTED THEM ON MY BEHALF*, THEY WERE STILL BEING JUST AS NON-SPECIFIC RE MY SITUATION, AS THEY HAVE BEEN DOING SINCE 4/22/23, WHEN THIS ALL BEGAN, NOW GOING ON ONE MONTH AGO, AND IN THAT VAGUE EMAIL THEY AGAIN JUST SAID THAT THEY WERE STILL "WORKING ON MY ACCOUNT" (WHATEVER THAT MEANS), AND AGAIN ASKED ME TO COMPLETE A PROOF OF MY ID FORM THAT I HAD COMPLETED AND UPLOADED TO THEM WEEKS EARLIER WITH PHOTOS OF MY ID, AS IF INSTACART'S "TRUST ******* RIGHT  HAND DOES NOT KNOW WHAT ITS LEFT HAND IS DOING, BUT AGAIN THERE WERE STILL NO DETAILS SHARED WITH ME REGARDING THIS "INVESTIGATION", TO WHICH THERE APPEARS TO BE NO PROGRESS,  AND NO HINT AT ANY RESOLUTION.

   PLEASE CONTINUE TO ASSIST ME WITH THIS COMPLAINT AND LET ME KNOW IF IT IS POSSIBLE TO ESCALATE IT, AND, IF SO, HOW I MIGHT DO THAT, BECAUSE IT SEEMS CLEAR TO ME THAT INSTACART IS SIMPLY HUMORING  BOTH BBB AND MYSELF, WHILE THEY DO NOTHING TO SOLVE THE PROBLEM SND UNLOCK MY INSTACART ACCOUNT. SO, TO CLARIFY, MY REJECTION IS ONLY OF INSTACART'S CONTINUED DISREGARD OF MY (VERY DIFFICULT)  SPECIFIC SITUATION AND CERTAINLY NOT  AIMED AT BBB. AGAIN I REMIND YOU AND THEM THAT I AM A DISABLED SENIOR IN WHEELCHAIR AND CANNOT GET TO A STORE MYSELF TO BUY FOOD, AND THAT IS WHY I PAID TO JOIN INSTACART iN THE FIRST PLACE, *WHEN THEY CONTINUALLY SOLICITED ME TO JOIN*, AND BECAUSE MANY OF THE GROCERY STORES THAT CONTRACT WITH INSTACART ACCEPT MY EBT/SNAP/ FOOD STAMPS. ***BE INSTACART PREFERS CUSTOMERS THAT DO NOT USE FOOD STAMPS? THAT *** BE FOOD FOR THOUGHT, BUT IT APPEARS THERE IS STILL NO FOOD FOR ME.
  THANK YOU. 

   

   

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

  Business Response

  Date: 05/22/2023

  Hi ******,

  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.

  Sincerely,

  Instacart

  Customer Answer

  Date: 05/22/2023

  
  Complaint: 20052585
  
  I am rejecting this response because:
  5/22/23
  THANK YOU, BBB, FOR YOUR CONTINUED EFFORTS TO ASSIST ME TO REACH A RESOLUTION TO THIS ONGOING ISSUE OF INSTACART HAVING LOCKED ME OUT OF MY ACCOUNT. UNFORTUNATELY, THO, INSTACART  HAS KONLY, ONCE AGAIN,  SENT THE EXACT SAME GENERIC, ROBOTIC,  EMAIL RESPONSE I HAVE BEEN GETTING FROM INSTACART'S m"TRUST" DEPARTMENT FOR AN ENTIRE MONTH NOW, AND WHICH THEY HAVE APPARENTLY BEEN SENDING TO NUMEROUS OTHER PEOPLE, OFTEN SENIORS, WHOM THEY HAVE SIMILARLY LOCKED OUT OF THEIR OWN INSTACART ACCOUNTS,   ALSO FOR NO REASON THAT THEY ARE WILLING TO DEMONSTRATE TO **. 
  IN MY CASE, THEY HAVE FAILED TO UNLOCK MY ACCOUNT FOR A FULL MONTH NOW, THO I HAVE FULLY COMPLIED WITH ALL THE REQUESTS THEY CONTINUE TO ASK FOR OVER AND OVER AS IF FOR THE FIRST TIME.
  KINDLY ADVISE ME IF THERE IS A METHOD BY WHICH I MAY  ESCALATE THIS MATTER VIA THE BBB PLATFORM, OR IF AT THIS JUNCTURE I SHOULD MOVE FORWARD TO CONTACT ANOTHER SOURCE WITH MY COMPLAINT, SUCH AS THE ***** ATTORNEY GENERAL, ONE OF MY ***** REPRESENTATIVES, OR PERHAPS TO ANOTHER RESOURCE FOR  COMPLAINTS THAT IS  AVAILABLE TO LOW INCOME SENIORS? 
  MEANWHILE THANK YOU AGAIN FOR YOUR CONTINUED ASSISTANCE. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/12/2023

  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.

  Instacart offers a replacement option if the item you order is not available. Instacart allows their shoppers to automatically avoid looking for a replacement so they can rush through several orders per shopper at once. Now, if I asked for an item, it's because I want it or need it for a recipe. Sometimes, one missing item ruins the whole order. Today, my shopper rushed and refunded Food Lion ice cream, my sodas, etc. I was never offered a replacement and told her to cancel. Then I called CS. They muted me on the phone rather than cancel the order until the half order was slung into my front porch! I asked CS to refund and they hung up.

  Business Response

  Date: 05/14/2023

  Hi *******,

  
  I apologize that you faced this negative experience with us. I sent you an email with further communication on this issue so we can assist you properly. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to that email.

  Warm Regards, 

  
  

• Initial Complaint

  Date:05/12/2023

  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.

  I'm writing concerning Instacart. This problem began on May 5th, 2023; my final call to them was yesterday, May 11th, 2023. On May 5 and 11, 2023, I had these problems arise. This is from a review I left on a website about my experience with the company.Reviews of others like me. I have had the same experience since May 5th that some of you have had. One of my cards got messed up, so I couldn't use it. So, I asked my roommate to use his, and I'd pay him back. His wouldn't work, either. They wanted verification with ID and card, as you all said, and the "team" would get back to me by email in ***** hours. Today's the 11th.I called the other day to follow up on why my account hadn't been unlocked or wasn't contacted. I just got off the phone a few minutes ago today (5/11) and chewed the person out because it is still being unlocked and has to have verification like that.I also told him that if I'm charged the $99 yearly fee after the two-week trial ends due to being unable to get into my account to cancel it before I'm charged, I will take this further. He kept saying, "I'm so sorry for the inconvenience, and it would not resolve the issue.It's an inconvenience because I had to replace my EBT card because it was messed up. It's an inconvenience that I haven't been able to purchase items due to new food allergy/sensitivity to foods and ingredients. I can no longer have and have to overhaul my diet.I asked him, what if he were in my shoes? I told him I had better get someone to fix this before the end of the day today, or it's not going to go well for the business end of them. I'm VERY upset, and he told me that MY language was not allowed. I'm a customer. I've worked in several customer service jobs.Listen to your customer's concerns and quit saying I understand, and I'm sorry for the inconvenience and do something about it! Find a solution. No reason they couldn't fix that right then and there with all the technology we have!

  Business Response

  Date: 05/14/2023

  Hi *****,

  I apologize that you faced this negative experience with us. I sent you an email with further communication on this issue so we can assist you properly. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to that email.

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 20051429
  
  I am rejecting this response because: I received an email today from ********
  Instacart Customer Experience - Consumer and he got every bit of my complaint wrong and apparently none of your representatives can read information properly such as he mantions that 

  After further review, I was able to confirm that your recent order was canceled. It can take 7 business days for the pending charge to drop, depending on your bank. That's wrong because I was never able to make a purchase for groceries I needed immediately on May 5th due to issues with my cards and the account was locked and I wasn't able to get it unlocked having to fill out a form with photo ID and phot of my card, which is ridiculous to begin with when you have people out there that are  disabled like myself and not me, but that *** be their only source where they love to get groceries delivered because they're unable to get to the store.

  I won't be using your serivice or recommending. I want that account closed, no more contact and I'll be reaching out to the ADA ********** with Disabilitoes) as well for refusing to unlock my account to purchase food and the only way I could do it is to fill out a form with photo ID's. No, that's not how it works. They need to listen to customers in this type of situation. Very bad customer service.
  
  Not sincerely, 

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

  Business Response

  Date: 05/15/2023

  Hi *****,

  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.

  Sincerely,

  Instacart

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20051429
  
  I am rejecting this response because: I keep receiving the same information to fill out a form to unlock my account with personal information that only a doctor ********** agency should have, not a delivery service. Same I'm sorry for your inconvenience, sorry for your bad experience. I'm not sorry to never use your service after this experience. *** asked for that account to be deleted ASAP and keep getting the same email with just a different person's name under sincerey. Now, that's a form letter.
  
  Not Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2023

  Hi *****,

  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.

  Sincerely,

  Instacart
  
  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20051429
  
  I am rejecting this response because: I received an email to send my phone number and email address to remove information from my account. This should mean that the account has been deleted. I no longer wish to do business with the company.

  However I am still moving forward with the complaints I have filed with the BBB and the *** and will be contacting the ******** ************************ to further explain my negative experience so hopefully when a customer who is unable to get out to get food and in emergencies and uses your service because its the only option they have available right now and having to provide ID and partial card information online and have their account locked due to this even after submitting said photos requested and still have not had their account unlocked so they can purchase food to live because of food restrictions and being diabetic and other issues that prevent them from buying normal foods.

  Instacart you have done very poorly in handling this customer service request and issue.

  I hope that one day your company will retrain and reformat how you assist customers with their needs and hopefully those customers who need a reliable food delivery service might one day be able to count on you to be there in a time of need.

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

• Initial Complaint

  Date:05/12/2023

  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.

  While working on a live order from Instacart, Instacart allowed my account to be hacked by an employee any my daily earnings to be stolen from my account by adding their own debit card info. And have done absolutely nothing to resolve the issue. I have followed every thing they told me to do, its been over a week and nothing has been done, nor have anyone reached out to me regarding this matter! DO NOT WORK FOR INSTACART! They will allow your personal information to be compromised and will do nothing about it.

  Business Response

  Date: 05/14/2023

  Hi Tiaira,

  I apologize that you faced this negative experience with us. I sent you an email with further communication on this issue so we can assist you properly. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to that email.

  Best, 

  
  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20050533
  
  I am rejecting this response because: I have filled out the same form5 times  over a week ago and was told I would be in contact with someone within 24 hours. It has been well over a week and Im still getting no response. 
  
  Sincerely,
  
  Tiaira M

  Business Response

  Date: 05/15/2023

  Hi ******,

  Thank you for following up regarding this matter. I apologize that you faced this negative experience with us. I 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: 05/15/2023

   
  Complaint: 20050533
  
  I am rejecting this response because:
  You all keep sending the same email asking for the SAME sensitive information Ive already given over a week ago. Thats all youve managed to to about the situation. 
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2023

  Dear ******,

  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.

  Sincerely,

  Instacart

  
  

  Customer Answer

  Date: 05/15/2023

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