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:04/27/2023

  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 16 April 2023 my mothers Instacart membership renewed on her debit card. My mother ************************ passed on 3.20.23. I no longer need this membership since my mother passed and I ******************************* is her guardian of four years prior to her passing. I was able to log into the Insta cart after resetting the password. Unfortunately, no matter what I did I could not find anything to click on to cancel my brothers membership. I was told in the email that I received at Gmail that the membership could be canceled as long as 30 days have not passed. When I spoke to customer service via text, I was informed that they would rather do anything by cancel my membership. Unfortunately, I dont have a need for any of the things that they recommended. I am here to cancel my membership and get a refund. Please assist with this .

  Business Response

  Date: 04/27/2023

  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,

• Initial Complaint

  Date:04/27/2023

  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.

  Instacart has rejected and says it will continue to reject all initial refund/redelivery requests because they have "received a high number of order issue reports" from me.They are retaliating - and violating their stated policies with respect to refunds - for holding them accountable for failing to supply purchased items.Note I order very frequently because I am handicapped and largely homebound, which means more possible mistakes.Note Instacart is the only delivery option for many stores.Note I am clearly not in violation of any their Community Guidelines (link included in attachment).All information on the app related to resolving order problems, plus their emails in full, is also included in the attachment.Specifics for first time:The Instacart shopper purchased/delivered a different item than I had ordered.I took a photo of the incorrect item and requested a refund via the app, as I always have previously, but unlike on previous occasions, the app didn't ***** me a credit but told me a representative would be in contact via email.The said that because they'd received a high number of order issue reports from me, they couldn't approve a refund, credit, or redelivery request. I was told I could appeal by email.The first time this happened, I called their support line, spoke to *****, then **** the supervisor, who said the only way to get a refund was via the aforementioned appeal.I then emailed the appeal department, requesting a refund. I then appealed via email.They immediately requested the following and said they'd get back to me within 48 hrs.: Original ticket ID, Order date, Order/item issue, and Any additional information that *** be helpful such as photos of damaged or wrong items.I replied that I had never been given a ticket number, they then requested a photo, I then asked them to look at the one previously uploaded, and they then refunded me the cost of the incorrect item.I went through the same process the next time.

  Business Response

  Date: 04/28/2023

  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: 04/28/2023

   
  Complaint: 19991275
  
  I am rejecting this response because:
  The response posted on BBB omits the only relevant aspects of their email response to me, received just prior to receiving the BBB notification of response.

  Specifically, this:

  "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.
   
  Unfortunately, we cant remove the account restriction at this time. There is no timeframe for when the restriction will be lifted. However, as you continue to place orders, your account will continuously be evaluated and the status of your restriction updated appropriately."

  Obviously, they intend to continue to treat all future order issues (requests for refund/credit/redelivery) in the manner that caused me to contact BBB in the first place.

  This is obviously unacceptable.

  See attachment for full text of their reply.

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

  Business Response

  Date: 04/29/2023

  Hi ******,

  Thanks for reaching back out. 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)
  Order Appeals will follow up with next steps.

  If you have any additional questions please reach out via the email we sent you directly.
  Best,
  
  

• Initial Complaint

  Date:04/27/2023

  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.

  During the pandemic, I used Instacart for grocery delivery. I haven't used it for over a year. The credit card I had on file with Instacart expired in 2021 and I got a new card with a new number. On April 5, 2023, that old card was charged $107.66 and somehow was processed through my bank (I have been in touch with my bank and they are processing a claim). I never received any notifications from Instacart that they were going to try to process a subscription payment prior to them doing it and I don't understand how they processed an expired card. After speaking with them today (04/27/2023), they agreed to deactivate my account, but said they are not able to refund the payment. I am beyond frustrated with customer service at Instacart.

  Business Response

  Date: 04/28/2023

  I ********, 

  Thank you for reaching out. I am very sorry to hear about your poor experience. 

  After reviewing your account I have refunded the subscription back onto the card which it was charged. You should see this refund in your account within **** business days. 

  Thank you for your patience. Have a great weekend. 

  Respectfully,

• Initial Complaint

  Date:04/27/2023

  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 on 04/20/23 made an order for over $100 on instacart, the next day I noticed an unfamiliar charge of $83.94 from a 50 **** st suite. I was directed to the instacart website and went on to call their customer support line. I have been in communication with Instacart for a few days now, and have provided them with all the necessary information. They have been no help and continue to give me the run around pushing me off to a ***** where conveniently you cannot speak with anyone. I came across the variou BBB claims that are very similar to mine, and demonstrate that the company is very aware and willing to address this issue in some cases. I just want the money returned to me.

  Business Response

  Date: 04/29/2023

  Hi ******,
  
  I apologize that you faced this negative experience with us. Im sorry to hear about the unfamiliar charge on your account.

  To confirm, we've received your secure form submission regarding your unknown charge. Our Trust & Safety team will review it in the order it was received. 
  
  We appreciate your patience.
  
  Best,

  Customer Answer

  Date: 05/08/2023

  The is the 2nd time this has happened after using instacart. I placed an order on May 05 and discovered an additional charge of $23.78, I'm not sure why this continues to happen but would appreciate the assistance. Instacard is always trying to make it seem like this is the additional funds they take out for delivery but those were returned already.

  Business Response

  Date: 05/08/2023

  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

• Initial Complaint

  Date:04/27/2023

  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 Instacart delivery driver used my debit card to make personal purchases. Then I have it recorded where she was rude, nasty, and laughed in my face when I mentioned to her that I was able to see the fraudulent activity she did. Before I said something to her she was attempting to put one of the bags bag in the car, and I yelled is that my bag too? She then grabbed that bag. Her behavior is unacceptable, her conduct was unethical, and her morals were no where to be found.

  Business Response

  Date: 04/28/2023

  Hi *******,

  I apologize that you faced this negative experience with us. Our team sent you an email earlier today 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: 04/29/2023

   
  Complaint: 19990096
  
  I am rejecting this response because: My privacy was violated. My personal debit card was used by an insta cart worker knowingly and with intention to purchase personal items for themselves. It is illegal and I am going to file criminal charges, and a lawsuit against instacart. A mere apology is not enough.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/05/2023

  Hi *******,
  

   

  I apologize that you faced this negative experience with us. Our team sent you an email earlier today 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,

• Initial Complaint

  Date:04/27/2023

  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.

  I had recently made an Instacart account yesterday 4/26 and purchased a $25 gift card to Instacart. I redeemed my gift card and made a purchase when it was automatically cancelled by Instacart and my account was automatically locked. I contacted them quickly after regarding my account and not being to able to log in to use my gift card. They replied to tell me to verify my identity and to send in my credit card and personal identification. I sent in all of the identifications asked and they never activated ny account or gave me back my gift card. I have contacted customer service by email and they do not reply . I have also contacted them over the phone and when I request my giftcard customer service hangs up on me. I would like to recover my $25 gift card and for other future customers to be aware of the scam that this platform runs .

  Business Response

  Date: 04/27/2023

  Hi ******, 

  I apologize that you faced this negative experience with us. A Trust & Safety specialist sent you an email on April 26th regarding your account status. If you already replied or submitted the requested information, no need to do so again! They'll reach out once they've reviewed your case if they require additional information.

  Gift Cards do not expire, are applied to eligible purchases despite any stated expiration date, and no inactivity fees or service fees apply. A Gift Cards load value never expires, and anything unused returns to your account as residual credit that will apply to your next order automatically. Your gift card is still available on your account, and once Trust & Safety is able to verify your information, you'll be able to use the gift card if your account is reactivated. 

  If you have any questions or concerns, please respond directly in that Trust & Safety email thread.

  Best,

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19988915
  
  I am rejecting this response because: I would like my gift card to be refunded I do not wish to use the services of instacart. 

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

  Business Response

  Date: 04/28/2023

  Hi ******, 
  

  Thank you for your response! Gift Cards are not refundable and cannot be redeemed for cash, resold and have no cash value, except as required by law. I apologize for any inconvenience this may cause. You can visit our terms and conditions to learn more about gift cards and how they work on our platform here: ************************************************************************

  Your gift card is still available on your account. Once Trust & Safety is able to verify your information, you'll be able to use the gift card if your account is reactivated. 
  
  If you have any questions or concerns, please respond directly in that Trust & Safety email thread.
  
  Best,

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19988915
  
  I am rejecting this response because: I was already told my account was not going to be reactivated . I do not wish to use the services of ********* either. I would like my gift card to be returned since I had already redeemed the gift card into the account. You are withholding my gift card. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/26/2023

  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.

  today. moments ago, instacart failed to approve my transaction. i have $85 of EBT available. instacart won't approve it. I wasted more than one hour on hold with rude and clueless CSRs that failed to resolve the issue or let me talk to a supervisor. I want my groceries by 6pm, my hour of time returned and 999 trillion dollars per second!

  Business Response

  Date: 04/27/2023

  Hi ****, 

  I apologize that you faced this negative experience with us. Your payment method did not process during checkout, so your order wasn't able to be placed. Instacart has not taken any funds due to the payment decline.

  If you're on a desktop, try switching browsers, reinserting the payment card or updating the card directly through the Instacart app on your phone. If you received a specific error code, please let us know so we can look further into the issue. 

  Thank you for your patience while we review this matter. 

  Best,

• Initial Complaint

  Date:04/26/2023

  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 use MY account for 3 adults in my family,including myself. I worked as a shopper from 2019-2023, never had a problem with ordering, until 4-22-24. All 3 adults living in my household are on a fixed income,and don't have a car. I ordered alot of groceries,used a EBT card and a **** for the fees etc. Didn't realize what REALLY happened till order was delivered. But once noticed (5min after) They charged all the $315.25 on a senior citizen my moms card instead of charging $293 on ebt,rest on ***** I went straight to app and till this day 5 days later, I've emailed 10 plus, called 3x and every time, get the run around. I'm so upset and cannot belive this happened! Every response is ******** or from a robot! I was told by a worker over the phone ADMITTING THERE HAS BEEN COMPUTET GLITCH! He confirmed it wasn't my fault but they refuse to refund and just charge ebt or at this point refund all of it. My mom has no money now to survive thanks to these people, and I still get a run around answer! So sad! And I'm so angry!

  Business Response

  Date: 04/27/2023

  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: 04/27/2023

   
  Complaint: 19987268
  
  I am rejecting this response because: It still sounds like a computer generated response! It didn't even say who the message came from or took any action to resolve the matter. They made a hardship for a senior due to their system glitch! Not right at all. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/27/2023

  Hi *****,
  
  Our team 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: 04/29/2023

  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.
  Thanks to you guys, Instacart ended up after 7 days run around, refunded me ******. THANK YOU SO MUCH! 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/26/2023

  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 to be an Instacart Shopper on April 6. Shortly after creating the account, it was deactivated due to another old account I had created back in 2017 using a different email and cell phone (I changed my number in the past year). I was informed by Trust and Safety that I needed to respond to the deactivation email that was sent to my original account (email ********************* but I could not find any deactivation notification in my inbox or spam. I've been pushed back and forth between virtual support and trust and safety. On top of this, trust and safety emails are only automatic emails that I'm unable to respond back directly to. No one has been able to help me as a potential shopper, and I still wish to continue pushing for support because I want to shop for Instacart.

  Business Response

  Date: 04/28/2023

  Hello,

  
  I apologize that you faced this negative experience with us. I have reached out to the Trust & ***************** to re-send you an email regarding your account status. Please allow them 3-5 business days to reach out.

  If you have any questions in the meantime, please contact ******************.

   

  Thanks,

  
  

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19986539
  
  I am rejecting this response becaus there still is not resolution yet for my problem. They absolutely did not look into past conversations have brought be back again to square one with no fix. These are the two responses that I recently sent to them today: 

  ---
  Hi ****, 
  
  
  I can't log into *******************. The Instacart app only makes you log in with your cell number, and the cell number tied to that account is no longer active. I've repeatedly told support this. My new/current cell is ************. 
  ---
  I'm resending my message below and copying ****************** on this email. Once again, I cannot log into the old ******************* account because it requires me to only receive a code to the phone number ************. This 832 is no longer valid and I repeatedly told this to virtual support representatives. I am still without access to my account and I tried getting this completed since April 6. The support at Instacart is frustrating, lacking and tedious when it should not be in this circumstance, and the fact that each representative does not bother looking into previous conversations to understand the scope of the problem. Your service reps at the virtual support chat have told me that they look at previous conversations, so if that is simply untrue then Instacart needs to straighten this out with them so that they communicate accurate information. 
  
  
  My current number is ************. At this point, I don't care which email you decide to make me use, just make sure the correct phone number is assigned to it. 
  
  
  I will also send this updated response to BBB since I have a ticket open with them regarding this matter. 
  
  
  Thank you, 
  ***************************
  Cell: ************
  ---
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 05/03/2023

  Hi ********,

   

  Thank you for your response. Our Trust & Safety team will follow up with you in the order the request was received. We recommend not sending duplicate requests, as this can delay the timeframe. 

   

  Sincerely, 

   

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19986539
  
  I am rejecting this response because: 

  I still have not received a response from support after my reply that was sent on May 2nd. So it has now almost one month without a resolution. I have not created a new request/ticket and have been responding to the same email. Once again, I am without any support because no one is responding back to my emails. Additionally, the Instacart staff that BBB is in communication with gave me an email ******************** that I copied which is apparently no longer active. I'm now attaching three images showing the inefficiency of Instacart support. 

  I will continue to push for the support that I need. This is so unnecessarily tedious to have support send me back even just one reply. 

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

  Business Response

  Date: 05/08/2023

  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
  
  

• Initial Complaint

  Date:04/26/2023

  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 have fraudulent charges on my checking account from my information provided in my instacart account. A total of ****** was charged through the ********* corporate address in ************* **********. First charge happened on 4/15/23 for $181.70, second charge on 4/16/23 for $3 and the last charge on 4/20/23 for $130.38. Every time I use my instacart to buy groceries, the charge on my checking always comes up the address of the local grocery store I purchased from. The three fraudulent charges in question go back to ************************************************************. This has never happened before and there is no contact choice on the instacart website to email a complaint and no person ever answers the phone!!!! I see there are over 4 thousand complaints against this company. Why is nothing being done to force them to better protect the consumer from fraud through instacart. How can I get our money back from them?Sincerely,************************* and ***********************

  Business Response

  Date: 04/27/2023

  Hello,

  
  I apologize that you faced this negative experience with us. I understand your how it can be frustrating when you are unaware of certain charges. 

  Upon reviewing your Instacart account, I can see the three charges and where they are from. $130.38 was a Kroger order that was delivered to you on Apr 19, 2023 at 5:07pm, $181.70 is from a Kroger order that was delivered to you on  Apr 15, 2023, at 3:50pm, and the $3.00 is the tip from that order. Upon reviewing the orders, I can see that you were able to chat with the shoppers regarding the items. If you did not place these orders, we can take action by following up with the account takeover process. However, this looks like the items were delivered to the same address that all of your orders have been delivered to and the order was shopped at the Kroger that your previous orders were shopped. You can always review your digital receipts on the Instacart app or website to see these charges as well.

  Please feel free to follow up if you have any additional questions or concerns. 

  Thanks,