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:07/17/2025

  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.

  an item that was ordered was not delivered because of a technology error- first the delivery order somehow was prompted to deliver the next morning, which i didnt request. i canceled the order, and selected reorder so i could buy the same cart only with priority delivery. somehow, there was an item in the original cart that didnt transfer to the reordered cart.

  Business Response

  Date: 07/18/2025

  Hi *******,

  Thank you for reaching out to the Better Business Bureau and sharing your concerns regarding your order. At *********, we are committed to delivering an exceptional experience for our customers, and I sincerely apologize for any inconvenience this situation may have caused.

  After reviewing your order, I can confirm that your original order was scheduled for delivery on July 18 due to limited availability. Additionally, when the reorder was placed, some items might not have transferred due to being out of stock at the time. I truly regret the confusion and any inconvenience this situation caused.

  As a token of apology, Ive applied a $5 credit to your account, which will automatically apply to your next order.

  If you have any further questions or require additional assistance, please dont hesitate to reach out. We appreciate your understanding.

  Best regards,

• Initial Complaint

  Date:07/17/2025

  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 am beyond frustrated. I have chatted support 6 times and have been told it has been escalated and would hear about a refund within 48 hours and nothing! I had an order on 7/13 for $165.86 with from ****** ******. I added two additional items to an order via message and the shopper ********* said she had to pay on her own credit card b/c I added it through the message and not on the app when she was shopping. I paid her $100 cash and the difference in check and still have not gotten reimbursed by Instacart for my order. I use Instacart multiple times a day and have never had this happen. I also have never had a bad customer service experience until now and it is beyond frustrating. This is not right, I keep getting the run around and every time the chat or phone gets escalated I get disconnected or told I will hear back from someone in 48 hours and it doesn't' happen. I paid twice for this order and would like my bank account refunded since I had to pay the shopper cash.

  Business Response

  Date: 07/19/2025

  Hi *****,

  Thank you for contacting the Better Business Bureau and sharing your concerns regarding your recent order. At *********, we strive to provide an exceptional experience to all our customers, and I sincerely apologize for the inconvenience this situation has caused.

  
  Customers should never provide cash or make direct payments to shoppers, as we take these matters very seriously. I truly regret that this occurred and want to assure you that we are addressing the issue directly.

  I have processed a full refund for your order. You should see the refund reflected in your account within 3 to 5 business days, depending on your banks processing time. Additionally, I have escalated this matter to our Trust & Safety Team for further review to ensure appropriate action is taken.

  If there is anything else we can do to assist you or if you have additional questions or concerns, please dont hesitate to reach out.Thank you for bringing this to our attention and for your patience while we work to resolve this matter.

  Sincerely,

• Initial Complaint

  Date:07/17/2025

  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 cancelled and placed my account on hold on 07/17/2025 for using ******** services to pay for my instacart order. ******** provides a temporary card number and all the cards start with the same digits at the beginning, I placed an order on 07/08/2025 using the temporary card ******** provided.The issue with ******** is that sometimes they provide you a virtual card number and since each card they issue is a new approval within their ******** app, sometimes the card ends up declining on instacart. The solution is cancelling the card in ******** app and generating a new one, as recommended by ******** support. Now instacart is asking me for a picture of all the cards Ive attempted to use from ********, even though they are not physical cards and I cannot take a picture of the card details in the app as the temporary card number is only auto populated into the instant app, and its erased once the order is approved.Instacart is asking me to do something that is technically impossible and I dont believe its fair. If ********* does not want to accept ******** virtual cards as a payment method, why do they not restrict ******** from being used on their app? I want instacart to remove the hold from my account and then they should update their policies to state that users should not use ******** on the instacart app as it will lock their accounts.

  Business Response

  Date: 07/19/2025

  Hi ******,

  Thank you for contacting the Better Business Bureau to share your concern with us. We sincerely apologize for the inconvenience youve experienced regarding your account.

  We escalated this matter to our Trust & Safety team for further assistance. Please keep an eye on your inbox, including your spam or junk folder, for an update.

  If you have any further questions, please dont hesitate to reach out.

  Best regards,

• Initial Complaint

  Date:07/17/2025

  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.

  In May 2025 I paid $100 for a annual ********* membership. July 2025 I changed my email address. Upon speaking to a representative of ********* to advise of change they cancelled membership with no optional refund. I tried 4 di times to advise of there mistakes. They refused to give money or credit back. I NEVER said cancel just change email

  Business Response

  Date: 07/19/2025

  Hi *****,

  Thank you for reaching out to the Better Business Bureau and sharing your concerns regarding your Instacart membership. We are committed to providing an excellent experience for our customers, and I sincerely apologize for any inconvenience this situation may have caused.

  After reviewing your account, I can confirm that on July 17, 2025, we processed a refund of $106.92 for your membership. The refund should be reflected in your account within 3 to 5 business days, depending on your banks processing time.

  We appreciate your patience and understanding while we addressed this matter. If you have any further questions, concerns, or need additional assistance, please dont hesitate to reach out.

  Thank you for being a valued customer.

  Sincerely,

  Customer Answer

  Date: 07/19/2025

  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:07/17/2025

  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 July 17th there was an order place at 4/5:00 pm for an order total for about $275 . The order was not started till 7 where the shopper prolonged. ********* then provided a new shopper who said everything was out of stock but for some reason everything on the list showed as found . ********* then gave me new shopper who was the last shopper when the shopper got to the store he advised it only allows him to shop for the items not found which were replacements . If the items were found why werent they delivered by the second ****** or refunded back to my ebt if they were out of stock . Ive submitted all proof to Instacart and still nothing .

  Business Response

  Date: 07/19/2025

  Hi Princess,

  Thank you for contacting the Better Business Bureau. We deeply apologize for the inconvenience and frustration caused by the delays and issues with your order.

  We can see that an order issue appeal form was sent to you to help address your concerns. Could you please confirm if youve had a chance to fill it out? If you havent received the form or are unable to locate it, we recommend checking your email inbox as well as your spam or junk folder.

  If you are still unable to locate the form or need further assistance, please don't hesitate to let us know.

  Best,

   

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23615154
  
  I am rejecting this response because: Ive already done that its been way past 72 hours .
  
  Sincerely,
  
  Princess ***

  Business Response

  Date: 07/22/2025

  Hi Princess,

  Thank you for your response. Weve looked further into your order and can confirm that a refund has already been issued for this purchase. We recommend keeping an eye on your account for the refund.

  Please dont hesitate to reach out if you need any further assistance. 

  Best regards,

• Initial Complaint

  Date:07/17/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to follow up on order # *****************[Order Number], placed on July 13th. The order contained two packages of beef, but I received the incorrect items. This resulted in a loss of $100.00.I reported this issue to Instacart five days ago and was informed that the situation would be investigated within 24 hours. Despite multiple follow-up attempts, I have yet to receive an update or resolution.

  Business Response

  Date: 07/18/2025

  Hi *****,

  Thank you for reaching out to the Better Business Bureau and sharing your concerns regarding your order. At *********, we are committed to delivering an exceptional experience for our customers, and I sincerely apologize for any inconvenience this situation may have caused.

  To address this matter, we kindly ask that you submit an appeal using this link: ****************************************************************. Our team will review your case thoroughly and follow up with you as soon as possible.

  We truly appreciate your patience and understanding. If you have any additional questions, please do not hesitate to reach out.

  Best regards,

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23615004
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 07/21/2025

  I am writing to follow up on my previous email regarding a credit request submitted on 7/12/2025 While I appreciate the acknowledgment of receipt, I have not yet received the promised update, despite several attempts to contact you.
  My initial order contained errors, and despite pre-payment, I received incorrect items. This discrepancy resulted in my request for a credit. The lack of timely response to my inquiries regarding this matter is concerning.
  To ensure a swift resolution, I kindly request an update on the status of my credit request within 24 hours. Should I not receive a satisfactory response, I will unfortunately be compelled to file a complaint with the Better Business Bureau.
  Thank you for your prompt attention to this important matter. I look forward to your reply and a resolution to this issue.

  Business Response

  Date: 07/23/2025

  Hi *****,

  Thank you for contacting the Better Business Bureau and bringing this matter to our attention.

  At Instacart, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused. Our team is actively reviewing your concern and will follow up with you as soon as possible.

  We truly appreciate your patience and understanding as we work to resolve this matter. Please dont hesitate to reach out if you have additional questions or need further assistance.

  Best regards,

  Customer Answer

  Date: 07/23/2025

  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:07/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order from Instacart it apparently was delivered to the wrong apartment, A foggy photo was taken (all of our apartments look alike) my bell was never rung. WE NEVER RECEIVED THE ORDER. Our money was refunded (after making THREE phone calls to customer service however the next day I received an email suggesting that I MISPLACED THE ORDER AND THAT IT IN FACT IT WAS DELIVERED. The door in photo was ajar our door was locked. My suggestion to Instacart is the following: Instruct your staff to learn how to read floor numbers, take clear photos, and ring the door bell when the orders are delivered and oh yes please DONT send passive aggressive emails the following day accusing the customer of MISPLACING the order. WE ORDER ALL OF THE TIME FROM INSTACART. I want an apology. Get your act together. Not asking for money just an apology.

  Business Response

  Date: 07/18/2025

  Hi ******,

  Thank you for bringing your concerns to the Better Business Bureau regarding your recent experience with Instacart. I sincerely apologize for the inconvenience caused by the delivery of your order to the wrong address, the unclear photo provided as proof of delivery, and the email communication you received afterward.

  At Instacart, we strive to provide dependable service, and it is clear that we fell short in this instance. Please know that your feedback is extremely valuable to us, and I appreciate you taking the time to outline specific areas for improvement. I can see that we applied a credit to your account for the order and a free month of Instacart+.
  
  While I understand you are not seeking monetary compensation, I would like to extend my apologies again on behalf of ********* for any frustration caused. We value your loyalty as a frequent customer, and your feedback will pave the way for meaningful improvements to our service.

  If you have any further questions or wish to discuss this matter further, please dont hesitate to contact us directly.
  Thank you for your understanding.

  Best,

• Initial Complaint

  Date:07/17/2025

  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.

  July 13, 2025 I paid $115.17 for this order as well as an annual membership fee of $99.I ordered groceries that were supposed to be delivered to my house. For the 4th time, the groceries were delivered to a different house. My order included some organic produce. I received conventional but was charged for organic. A couple items were damaged/smashed. I requested a refund of the service fee, the damaged and over charged items, and my yearly membership($129.05 total). I included the membership fee because they seem unable to deliver to my home. If I have to get in my car and go look for my order, its not a delivery service. Its a treasure ****. I was given a "credit" for $20.80(Just the mistaken/ruined items cost $23.32 + tax), instead of a refund for the full amount, despite me being very clear that I would not use their service again. And despite them acknowledging that, on multiple occasions, I did not receive the goods or services I had paid for. But they are going to hang onto my money and I can only spend it at their business. I have made attempts to get them to correct this. They are telling me they are "unable" to do anything.

  Business Response

  Date: 07/17/2025

  Hi ******,

  Thank you for contacting the Better Business Bureau and bringing your concern about your order to our attention. At *********, we strive to provide an exceptional experience for our customers, and I sincerely apologize for any inconvenience this situation may have caused.

  After reviewing your order, I found that a credit has already been issued for the affected items. Unfortunately, we are unable to process a refund for items once a credit has been applied. However, as a gesture of goodwill, I have processed a refund of $6.73 for the service fee. You can expect to see this reflected in your account within the next 3 to 5 business days, depending on your bank's processing timeline.

  Regarding your request for a refund of the membership fee, I must note that the membership has been actively used for 8 orders. Since the 5-day refund period for memberships has passed and the membership has been utilized for multiple orders, we are unable to provide a refund for this fee.

  Once again, I apologize for this inconvenience and appreciate your understanding in this matter. Should you have any further questions or concerns, please don't hesitate to reach out.

  Best regards,

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23612552
  
  I am rejecting this response because:

  I should have been given a refund for the items instead of a credit in the first place.  Instacart made the mistake of giving credit when a refund was appropriate. I dont believe the burden of any of instacart's mistakes should fall on the customer who has already been inconvenienced by your ineptitude.  Furthermore, in regard to having placed 8 orders on my membership, I will remind you that 4 of those orders were delivered to the wrong address.  I had to get in my car and drive around my neighborhood looking for my groceries because your delivery drivers would not respond to my messages letting them know they had delivered to the wrong place.  2 of these orders were not even delivered to the right street.  One of them, I never found.  Your business is not providing the agreed upon service, grocery delivery.  So I should not have to pay for a service that was promised, but is not actually being given.  It seems absurd to me that I would be expected to pay full price for a service that worked only half the time. I have worked in customer service for 25 years and the way this is being handled by your company is honestly mind blowing.  Take some accountability for your mistakes as a business. It will go a long way in terms of customer loyalty.  This is customer service 101. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/17/2025

  Hi ******,

  Thank you for reaching out to share your experience. I want to sincerely apologize for the frustration and inconvenience youve endured. 

  We completely understand how frustrating it must have been to not have your groceries delivered properly and to then have to drive around searching for them. This is not the level of service we strive to provide, and we are genuinely sorry for the inconvenience and stress this created for you.

  We appreciate you bringing these concerns to our attention. Please know that we take your concerns very seriously, and we are committed to learning from situations like this and ensure that we provide a service that meets, and ideally exceeds, expectations.

  Best,

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23612552
  
  I am rejecting this response because:
  

  Instacart is acknowledging fault but refusing to reimburse me for goods and services I did not receive.  Can you please explain to me like im 5 how it is appropriate for you to keep my money for goods and services you failed to provide?
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/19/2025

  Hi ******,

  Thank you for contacting the Better Business Bureau and sharing your concerns regarding your recent order. At *********, we aim to deliver exceptional service to all our customers, and I sincerely apologize for any inconvenience this situation may have caused.

  After thoroughly reviewing your order and account, I can confirm that a credit was previously issued for the affected items. Once a credit is applied, we are unable to issue a further refund. Additionally, regarding the membership fee, as the account has been actively used for eight orders and the 5-day refund period for memberships has passed, we are unable to process a refund for this fee.

  As a token of goodwill, a refund of $6.73 for the service fee has been processed. You can expect to see this refund reflected in your account within 3 to 5 business days, depending on your bank's processing times.

  Please note that this decision is final, and no further action can be taken regarding this matter. We appreciate your understanding and value your feedback to help us improve moving forward.

  If you have additional questions, feel free to reach out.

  Best regards,

• Initial Complaint

  Date:07/16/2025

  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.

  On June 19th, 2025, I ordered a 2 Lifetime Products 6' Fold In Half Table-- One (1) of the tables was broken, and I instantly made the complaint with *********. They replied with an email stating that the refund would be made within 24 hours, but to date, they have not refunded anything. $65.58, please refund.

  Business Response

  Date: 07/18/2025

  Hi *****,

  Thank you for reaching out to the Better Business Bureau and sharing your concerns regarding your order. At *********, we are committed to delivering an exceptional experience for our customers, and I sincerely apologize for any inconvenience this situation may have caused.

  After reviewing your order, I have processed a refund of $69.92 for the damaged table. Please note, the refund should appear in your account within 3 to 5 business days, depending on your bank's processing time.

  If you have any additional questions or concerns, please feel free to contact our customer support team directly. Thank you for your patience and understanding.

  Best,

  Customer Answer

  Date: 07/18/2025

  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:07/16/2025

  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 7/15/2025, in ***************, I used my InstaCart app to order lunch from Chik-fil-A and have it delivered to my work. The order arrived in a timely manner. The app requested my feedback on the items I ordered. Two items: fruit cup and 3 piece chicken tenders. The fruit cup was clearly a smaller portion than normal and the fruit was not fresh. I gave it a thumbs down. The chicken seemed fine, until I soon revealed that one piece was extremely small, less than 1/2 normal size. I called the nearby ********-A which fulfilled the order. They said I had to go through ********* Support. Using my InstaCart app, I initiated a claim per instructions. Soon after, UberEats sent an email to me, asking for photos of the items being reported. I replied to that email with photos. I then received an auto-respond email from ******** stating that my email did not match the email on the report, so try another email. I called InstaCart to get help. They said that restaurant deliveries are serviced by their partner ******** and they had no access to view the order, or help in any way. They told me to go back to ******** for assistance. I returned to the ********* app looking for support options, but none were available. I called InstaCart again, on 3 separate calls. They gave me 2 numbers to contact UberEats Support, both numbers are non-functional. Recording directs all support inquiries to the app, then the call disconnects. I have no way to contact ****, because the order was not placed via UberEats app, it was placed via InstaCart. InstaCart should be capable of supporting an order through their app, or at least assist me with contacting UberEats. They gave me Case # ******* however they continue to tell me that they cannot assist because it's an ******************* delivery. It is unacceptable. The order was placed via InstaCart app. They need to resolve this issue. I have gotten a total run-around on this and I want a full refund!!

  Business Response

  Date: 07/17/2025

  Hi ******,

  Thank you for contacting the Better Business Bureau regarding your order. I am sorry to hear that your item was not received.

  After reviewing your account, I can confirm that youve placed six orders under your current membership. Unfortunately, this makes your account ineligible for a refund. However, I have canceled your auto-renewal to ensure you are not charged in the future.

  Regarding your restaurant orders, please note that these orders are powered and fulfilled by **** Eats. Once the order is placed on Instacart, **** Eats manages the fulfillment, payment processing, and customer support for these restaurant deliveries.

  To get help with your restaurant order:
  Tap Account at the bottom of your screen.
  Tap Orders in the upper left corner.
  Tap Restaurants at the top of your screen.
  Youll see a list of past orders. Select the order you need help with.
  Tap Get Help under the order.
  Tap Past Order and select the relevant issue.
  Choose Chat with us to start a chat with **** Eats support.

  We appreciate your understanding. Let us know if you need assistance with anything else.

  Sincerely,

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23612089
  
  I am rejecting this response because: it is unacceptable.   You obviously do not support your service, nor value your customers.  For you to point out that I'm a relatively new customer and based on the small number of orders I've placed on your InstaCart app, you determine that I'm ineligible for a refund on an order I received which had poor food quality, it is beyond ridiculous.    

  Buyers Beware:   InstaCart is partnering their restaurant delivery service with UberEats.  If an order is faulty, or poor food quality, InstaCart support personnel will explain that they cannot provide any assistance, because the order was not fulfilled by them.  They provide no way to resolve it.   They direct the customer to contact UberEats for resolution, but UberEats does not recognize the order, because the order was not placed in their app, so it is not associated with the UberEats user profile.  They've created a strange loophole where nobody is responsible for good service.   This entire operation is a scam.  

  
  
  

  Business Response

  Date: 07/19/2025

  Hi ******,

  Thank you for contacting the Better Business Bureau and for sharing your feedback regarding your recent restaurant order. I sincerely apologize for any frustration this situation may have caused.

  I understand your concerns, and I want to clarify that restaurant orders placed through the Instacart app are powered and fulfilled by **** Eats. This means that ********* is responsible for managing order fulfillment, processing payments, and providing customer support related to the restaurant deliveries. Unfortunately, we are unable to assist directly with any issues regarding the food quality or other problems with your restaurant order.

  To resolve your issue, I recommend contacting **** Eats directly through the Instacart app by following the steps provided.

  We value your feedback and understand your frustration with this process. If there are any other concerns or issues you would like us to address, feel free to reach out, and we are here to assist.

  Thank you for your understanding.

  Sincerely,