Complaints

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

• Initial Complaint

  Date:12/22/2022

  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 22 December 2022, Instatcart, did an unauthorized transaction and charged me ***** for a subscription when I wanted to use a 1-time service in which I pay the 1-time service charge for the delivery, not the year-long service, I call instacart service line someone picked up the phone and left it off the hook thinking that they hung up on me but they did not. I have the number I called ************** time I call 9:50 PM central timezone, and they left me on the open line at this point 23 minutes and counting I am leaving it connected to see how long they will leave it on I will send a screenshot tomorrow.

  Business Response

  Date: 12/23/2022

  Hi ******, 

  I apologize that you faced this negative experience with us. I canceled and refunded your membership to your payment method. Refunds can take up to **** business days to reflect in your statement, depending on your bank. 

  I'm so sorry for the poor experience you had with our customer support line as well. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to reach out again if you have any further questions or concerns. 

  Sincerely,

• Initial Complaint

  Date:12/22/2022

  Type:Billing 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 has double charged my credit card for the past few months.On Sept 15 they charged me twice for amount of $121.09 Sept 19 charged twice for amount $56.04 Sept 28 charged twice for amount $219.99 Nov 19 billed 3 different charges for Cancelled order In amounts of $40, $100, $55 Dec 3 charged twice for amount $113.49 Dec 12 charged twice for amount $45.52.I have called Instacart and they said they would call me back within 48 hrs with a resolution...I sent them screenshots by email as they asked me to do of each transaction that was double charged and I never heard back from them..I responded to their email as they asked me to fill out their form by sending photos of my ID and credit card to prove who I am..and I did not hear back from them as they promised to get back to me...I called them again and spoke to a supervisor who said they will call me back in 24 hrs with a resolution I have not heard back from them.I called again and the lady said there is no supervisors available.I have a ticket claim number for this case and when I call them , they say there's nothing they can do because I have to wait for the resolution team to call me back.I just want my $751.13 to be returned back into my account that they took without my authorization.This is a criminal act they have done and it's not right.My Ticket / case number is *********

  Business Response

  Date: 12/23/2022

  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.
   
  Sincerely,

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/22/2022

  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 November 25th I received an email that Instacart delivered an order, and also had four other other orders that were pending and then reversed. It appears my account was hacked and an order for $82.83 went through. I have spent hours on the phone with them, and ultimately filled out a fraud form on 12.1.22 which was not offered on my call on the 25th. I was told I would receive a response in ***** hours. Ive called several times after that and have yet to receive a response or credit. This is unacceptable. Ive only used this company once over a year ago, never again. *** tried to contact them through my account but they have suspended it. The account is in both mine and my spouses name, but I received the email on the order. *** asked them to inform the police on the fraud and issue a refund. The only thing I am told is it is the issue in their security department. I want resolution and I want others to know of my experience. The card charged ended in ****. Thank you.

  Business Response

  Date: 12/23/2022

  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 Care

  Customer Answer

  Date: 12/24/2022

   
  Complaint: 18630286
  
  I am rejecting this response because I have not received any communication from Instacart. I've checked all my mail boxes, nothing My email address is ****************** I can also be reached by phone. 

   

  You can read over the fraud form I filled out on 12.1.2022 and take action. 

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

  Business Response

  Date: 01/04/2023

  Hi *******,

   

  I apologize for the delay. Your account has been restored and you may now place orders.

   

  If you come across any further issues, please reach out.

   

  Sincerely,

   

• Initial Complaint

  Date:12/22/2022

  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.

  Hello,My husband and I have used the service Instacart for grocery deliveries for the past few years. However over the past few months, every time we have attempted to place an order with any credit card, the site would ask us to verify our credit card before locking our account, and cancelling our orders. We've spoken to customer service numerous times on both email and phone to verify our accounts, and they assured us numerous times that the issue would be fixed. This has happened several times over the course of the past few months and we have estimated that we've spent somewhere from **** hours between redoing orders and calling their customer service team. We don't plan to use Instacart going forward, but because they are a membership site, we would like for them to please refund our membership fees since they have made it impossible to actually place an order and justify paying for a membership.

  Business Response

  Date: 12/23/2022

  Hi ********,

   

  I apologize for the poor experience that you faced. Upon review, our Trust & Safety team sent an email on 12/21 to further assist you with the account issue that you've been having. Please respond directly to that email for next steps. You may also request a refund for the membership via the email if you still decide to no longer utilize Instacart's services.

   

  Sincerely,

   

• Initial Complaint

  Date:12/22/2022

  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.

  This is in regards to ************************** that Aldi utilizes. I am absolutely positive that Aldi would like to see how the ************************** is treating customers. On Monday 12/19 I was preparing to order groceries from Aldi using the ********* mobile app. After I completed my grocery list, I went to the checkout screen. ********* requires a temporary hold on your debit cart depending on the amount of groceries you have. Every time I order, the temporary hold is no more than ***** dollars. On Monday the temporary hold fee in the amount of $15. When I checked my bank statement, ********* took out $55 instead of the $15 that was reflected on ********* mobile app at the time of checkout. I contacted ********* regarding this issue. I was not able to come to a resolution with them. I cancelled the whole order, and ********* refunded the fee. I am disabled. I have always been a loyal customer of Aldi, and *********. It is a shame the way I was treated. ********* knows people depend on this service. They feel they can take advantage. This is not the first complaint I made to BBB in regards to *********. I contacted **** the first time I made a complaint about *********. I did not get a resolution. Aldi should hold some responsibility for *********s actions toward customers. I was told by an Aldi associate they are not responsible. I am seeking fair treatment, when use this service. I do not want to be a subjected to deception using ********* mobile app. A transaction should not be adjusted by ********* after I completed it. Instacart Commitment:We act with consideration and compassion for the Instacart community and ask that our shoppers and customers assume the best of us and each other. If things dont go to plan, well handle the situation with the utmost attention, care, and concern to find the best possible outcome for e everyone. Below is the transaction in question.

  Business Response

  Date: 12/23/2022

  Hi ******,

   

  I apologize for the poor experience that you faced. Whenever you place an order, Instacart places a temporary authorization hold on your card for an amount slightly higher than the order total. This helps cover any price differences that can occur due to adding items, replacing items, or weight adjustments. We are not able to make adjustments to authorization hold. 

   

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

   

  Sincerely,

   

• Initial Complaint

  Date:12/22/2022

  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.

  12/22/22 - I was in contact with Instacart customer service at about 11 this morning. During our chat conversation with ***************, I explained that I was no longer able to add my credit/debit card into their system. I was told it was their issue and it would be resolved in 30 mins. Nothing changed from my pervious encounter with Instacart customer service chat. I started another chat with *****. During this chat, I was told I didn't have sufficient funds to complete the transaction. However, I sent screenshots to their escalation team as well as customer service chat. Although screenshots were sent, nothing been resolved. They are the only delivery service for groceries, which is against the law. I have needs and my needs haven't been met and they have done nothing to resolve their system issue.

  Business Response

  Date: 12/23/2022

  Hi *********, 
  
  I apologize that you faced this negative experience with us. I know how frustrating it is when you can't use a service you enjoy. 
  
  I pulled together the information you sent to our Care team and submitted a report of your issue to our Product Support team to investigate. They should be able to pinpoint why your payment methods aren't being accepted by our system and assist with a resolution. Should they need more information, they'll reach out via email. This process can take up to 72 business hours. We appreciate your patience. 
  
  Please don't hesitate to reach out again if you have any other questions or concerns. We are here to help!
  
  Sincerely,

• Initial Complaint

  Date:12/22/2022

  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 worth $400 and its waited hours yet I didnt receive my order. I then called customer service and informed them my driver seems to be going the opposite direction of my house and they told me to not worry. A day went by and I never received my order, I tried to login to my account and turns out they locked my account. I then contacted customer service again and they told me I have to get an email from a specialist to resolve it. Its been 4 months and Ive been calling from left to right and still nothing. I havent received my money back or a replacement of items. I havent received an email and everyone I try and call never helps me.

  Business Response

  Date: 12/23/2022

  Hi ********,

  I apologize that you faced this negative experience with us.Upon checking, a specialist sent communication to you via email on July 27th regarding the report you made. Based on the decision of our Trust & Safety 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.

  Sincerely,

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18629192
  
  I am rejecting this response because: If YOU were to check your response I was told Id get a refund and it then we arrived. And the agent responded back after months without hearing my concern. Im upset at the fact that I had been a customer of instacart for about a year only to be treated like such. Attached is the email from instacart confirming my refund which wasnt given
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/23/2022

  Hi ********,
  
  I apologize that you faced this negative experience with us. Based on the decision of our Trust & Safety 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. We know this wasnt the answer you were hoping for, but if you have any questions or concerns, please respond directly in that thread.
  
  Sincerely,
  

• Initial Complaint

  Date:12/22/2022

  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 accidentally cashed out my earnings to a account I no longer use and Instacart absolutely refuses to fix it

  Business Response

  Date: 12/23/2022

  Hi ******,

  I apologize that you faced this negative experience with us. I understand how frustrating it is that you did not receive your payout. I have sent you an email with further communication on this issue. Please feel free to direct any further issues or concerns to that email.
  

  Sincerely,

• Initial Complaint

  Date:12/22/2022

  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 am not satisfied with Instacart purchasing. My complaint has to do with trying to delete my online account with them. a. I looked up how to delete an account on Instacart and found the following directions: If youre sure you want to delete your account and you have an Apple device, you can submit a request in the Instacart appTap the 3 horizontal lines in the upper right corner.Tap Your account settings.Tap Account information. Tap Delete account.However, when one logs into the account, you can find the horizontal lines, the account settings and the account information. Under account information there is no way to delete an account. b. I went on Instacart to ask about how to cancel the account. One Instacart helper put me in touch with another one and that one abruptly ended the communication. c. I called Instacart and after being on the phone with them over half an hour: The customer service person insisted that there was a place in the account to delete it. I reiterated numerous times that there was not. "*******" sent me an email with the email asking if I wanted to delete the account. While on the phone with her, I responded and once again said I wanted the account deleted. She said to log out and log in again and I would see the account deleted. I logged out and back in again and my account was not deleted. And, it is still there. My complaint is the following: Instacart is misrepresenting itself by telling customers that they can delete an account when, in fact, there is no way to do that on the website when one logs in. In effect, as a customer, I am not being given the choice to delete and account on Instagram but yet their directions state that one can.

  Business Response

  Date: 12/23/2022

  Hi ******,

  I apologize that you faced this negative experience with us. If you use an ***** mobile device, please submit your deletion request in the Instacart app. You can do this by following these steps
  - Open the Instacart app
  - Tap the 3 horizontal lines in the upper left corner
  - Tap Your account settings
  - Tap Account information
  - Tap Delete account
  
  
  After you submit your request, you should receive an email from OneTrust. Click Confirm within the email. When you receive the email from OneTrust, click Confirm to verify your request within 7 days or itll expire. 
  

  If it doesnt appear in your inbox, please check your spam folder. If you never receive an email from OneTrust, email [email protected] for assistance.
  
  Please note that deletion requests can take anywhere from a few hours to 30 days. Please address any account issues before requesting account deletion to avoid processing delays.
  
  Thanks,
  
  

• Initial Complaint

  Date:12/22/2022

  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 is losing credibility -- if you ever had any -- due to inept employees. They do not pay attention to detail and when you call the senior citizen's hotline one is met with hostility and aloof phone reps. *** end up repeating the problem several times before they can understand. Also, the shoppers do not pay attention to special instructions and replacement items. On Monday, 12/19/2022, I was placed in crisis mode from 9:55 a.m. until 3:00 p.m. because Instacart supposedly had requested a delivery from Publix due to the fact that I had gone to pick up from curbside pickup, and no one from Publix brought out the groceries. Instacart, erroneously contacted ******* and requested a special delivery. As a consumer, I am sick and tired of this. Instacart shoppers ignore your replacement items and take it upon themselves to add expensive items instead. Now I am placed on restriction from refunds due to Instacart employees' unprofessionalism, non attention to detail, and excessive ignoring of the customers' replacement items. (see below)Hi *******,Thank you for the reply.We received your appeal request. We reviewed your account information again and decided to uphold our decision to not provide a refund, credit, or redelivery, as there was no supporting evidence provided for further review. *** can still shop on Instacart, but your account remains restricted from receiving refunds, credits, and redeliveries.Please review the Integrity section of our Community Guidelines for more information.Best,The Instacart Team ********* ************** THIS EMAIL IS BOGUS AND A TOTAL DISGRACE. ASKING FOR PICTURES OF ****S WHEN IT IS EASIER TO JUST PULL UP THE ORIGINAL ORDERS AND THE **** I ACTUALLY RECEIVED AS REPLACEMENT. THE CUSTOMER SHOULD NOT HAVE TO DO INSTACART'S JOB.

  Business Response

  Date: 12/23/2022

  Hi *******,
   
  I apologize that you faced this negative experience with us. 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.
  
  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.
  
  Please send this and any future order issues to [email protected] for assistance. 
  
  Please include the following information:
  Retailer
  Date of the order
  Items affected and any photos or supporting evidence
  
  Once your email is received a specialist will reply with their decision regarding your order appeal. Thank you for your patience!
  
  Kindly,

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18627919
  
  Not so fast!!!  I am rejecting this response because: Your problem is shoppers/employees working for Instacart. Fix your employee problem first. I reject any items chosen by your employees that I did not choose as replacements. My money, my budget -- not acceptable. I will request all monies due me and expect to be refunded no matter if this bogus restriction is in place. I have been keeping a log of the money I have lost due to inept shoppers choosing expensive replacement items instead of paying attention to my selected replacements. IN AMERICAN THERE IS A SMALL CLAIMS COURT SYSTEM. You do realize your policy is unAmerican and will not stand in the court systems. No, Instacart has a problem and not the consumer. I expect all my legitimate reported items missing, etc. to be refunded. This problem is due to Instacart's negligence.
  
  Sincerely,
  
  ***************** Phd

  Business Response

  Date: 01/04/2023

  Hi *******,

   

  Thank you for your feedback. We will use this information to improve our services in the future. 

   

  Please send this and any future order issues to [email protected] for assistance. 

   

  Sincerely,