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:12/01/2022

  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 received the wrong order and would like to request a refund and their customer service is not helpful at all.

  Business Response

  Date: 12/01/2022

  Hi,

  
  I apologize that you faced this negative experience with us.Upon checking. 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.

• Initial Complaint

  Date:11/30/2022

  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.

  On 11/27/2022 I placed an order from Aldi for delivery by Instacart. The order was cancelled mid-shopping by the shopper because the store closed. I contacted Instacart by phone multiple times for an understanding of how they could not know a stores hours and would accept an order for deliver and then cancel mid-order. I got no intelligible answer nor any remedy. I was even using a $5 credit on this order from a previous error of Instacart (late delivery order). Now Im left with zero intelligible answers and waiting **** days for my refund to my payment source plus no groceries. The poorest form of customer service Ive ever seen!

  Business Response

  Date: 12/01/2022

  Hi ****,

   

  I apologize for the poor experience that you faced. Upon review, the charge was immediately released back to your payment card, which typically takes up to 3 to 5 days to reflect on your bank statement. Additionally, the $5 credit was issued back to your account for future use.

   

  If you have any further concerns, please reach out.

   

  Sincerely,

   

• Initial Complaint

  Date:11/30/2022

  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.

  Instacart shows in my records that my account was "cancelled" in April of this year. I was not notified. I recently discovered when a delivery that was stolen that my account was "activated" with a different email address and a password I do not know. This hacker has hacked other accounts that I have been successful in recovering. Instacart refuses to call me about their "investigation" and do not return e mails. Countless calls have been made leading to no results. Also, I might mention that in the past, they sent me an email that I owed them $400 for an order that I didn't pay. Never made an order for such a ridiculous amount. In not so polite words, I told them I refused to pay it.

  Business Response

  Date: 12/01/2022

  Hi,

  
  I apologize that you faced this negative experience with us.Upon checking, a specialist sent communication to you via email on Nov 20th regarding the report you made. If you have any questions or concerns, please respond directly in that thread.

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18486808
  
  I am rejecting this response because: I did not receive this e mail on the 20th of November, even thought it's dated so. I do not have a valid current government ID and I refuse under the circumstances to upload a credit card.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/01/2022

  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.

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18486808
  
  I am rejecting this response because: They sent me this exact email before, which lead to a dead end. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/02/2022

  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: 12/02/2022

   
  Complaint: 18486808
  
  I am rejecting this response because: I am so sorry, but they keep sending me they same sorts of emails I have already received from multiple departments. As I have told both them (Instacart) and you (BBB) I do not have a valid government ID and I refuse to upload a credit card. Also, after numerous calls and being assured someone Would call me, I have never received a single call even when given a time frame the call should be expected.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/30/2022

  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.

  Justice is coming, you scamming commie pigs. My associate is surveiling your HQ as we speak.

  Business Response

  Date: 12/01/2022

  Hi,

  
  I apologize that you faced this negative experience with us. Upon reviewing your concern, I was not able to locate an Instacart account related to the email/phone number given when making this BBB complaint. In order for a proper resolution to take place, you will need to provide an email/phone number related to an Instacart account or reach out to [email protected].

   

  Thanks

• Initial Complaint

  Date:11/30/2022

  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.

  Transaction date: July 7 2017, 2018, 2019, 2020, 2021, 2022 (recurring membership fee)On May 19 my account was put under restriction. Since then, I have made many attempts to get my account back in good standing, but to no avail. I was promised that the account restriction would be lifted in August (see screen shot of live chat). On november 28, 2022, I called and spoke to ******. She assured me this was wrong, couldn't believe they were doing this to me, said it was "unacceptable" and "terrible". She also said that it fell under a different department and there's nothing she could do. On Nov 29, 2022 I was told my account would remain restricted. (see screenshot)What a restriction means is that anytime there is a problem with my order, I can't get a refund without going through a lengthy appeals process and even then a refund is not guaranteed. So if I get rotten raspberries, I have to pay for them or spend a great deal of time trying to get a refund, and with no guarantee I will get a refund. Imagine if you were paying for a service and they could do anything they wanted with your money and you had no recourse.Imagine there is no phone number to the correct department for your issue.Since this problem spans over two membership years ($99 each), and since there is no way to lift the restriction on my account for the rest of this year's membership, I want one year's membership fee refunded ($99).I would also like the BBB to publish a warning to consumers.

  Business Response

  Date: 12/01/2022

  Hi,
  
  Im sorry that Instacart+ isnt working for you right now. Ive cancelled and refunded your membership at a prorated amount of $59.02. You should see this in your bank account within **** business days.
  
  Best

• Initial Complaint

  Date:11/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction 11/16/2022 @ 9:49am. Store was Sprouts. A $35 hold was placed for a grocery order that I placed using my EBT card which fully covered my food purchases. The mode of exchange was pickup with a $1.99 service charge. I have emailed called and continue to hear **** business days. Today I called and theres no record of anything. I use Instacart at least 4 times a month minimum due to an elderly mother and son in college. I am extremely disappointed in Instacart and would like my holds lifted so I can delete my app.

  Business Response

  Date: 11/30/2022

  Hi *******,
  
  Thank you for reaching out to *************** Im sorry to hear about the unfamiliar charge on your account.
  
  I reviewed your account, and the charge youre referencing is a temporary authorization hold.
  
  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.
  
  Instacart releases the authorization hold after your order is delivered or canceled. It can take 7 days for the pending charge to drop, depending on your bank.
  
  Once your shopper delivers your order, you can check the final charge on your digital receipt. Here's how
  
  In the app
  Tap the 3 horizontal lines in the upper left corner
  Tap Your orders
  Tap the relevant order
  Scroll down and tap View receipt
  
  On the website
  At the top right, click either Account or Hi, [Your Name]
  Click Your Orders
  Click View order detail on the relevant order
  Click View Receipt
  
  If you have any other questions about charges and payments, please let me know. You can also learn more at our Help Center.
  
  Best,

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18482144
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/01/2022

  From: *************************** <***************************>
  

   

  The crazy part its well passed **** business no mention of my money still saying the hold policy this is unbelievable 

  Sent from my iPhone

  
  

  Business Response

  Date: 12/01/2022

  Hi,
  
  Thank you for reaching out to *************** Im sorry to hear about the unfamiliar charge on your account.
  
  I reviewed your account, and the charge youre referencing is a temporary authorization hold.

  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.
  
  Instacart releases the authorization hold after your order is delivered or canceled. It can take 7 days for the pending charge to drop, depending on your bank. In this case, the $35 was captured and will not be refunded, as the order total was higher than the authorization hold amount.
  
  Once your shopper delivers your order, you can check the final charge on your digital receipt. Here's how
  
  In the app
  Tap the 3 horizontal lines in the upper left corner
  Tap Your orders
  Tap the relevant order
  Scroll down and tap View receipt
  
  On the website
  At the top right, click either Account or Hi, [Your Name]
  Click Your Orders
  Click View order detail on the relevant order
  Click View Receipt
  
  If you have any other questions about charges and payments, please let me know. You can also learn more at our Help Center.
  
  Best,

  
  

• Initial Complaint

  Date:11/30/2022

  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 17 2022 placed an order with Instacart through ********** for groceries. Upon receiving my groceries I was charged $6.89 against my EBT card for 8-ct cold fried chicken that wasn't received. Contact Instacart through there app concerning being referred and was informed I would be refunded within 7 business days. Still haven't been refunded. Contacted Instacart in their app with chat for almost an hour for them to inform me that a refund wasn't processed. Inquiring as to what's the next step getting referred only to waiting with them ending the chat session still not getting this refunded resolved.

  Business Response

  Date: 11/30/2022

  Hi there,

   

  I'm ***** with Instacart's team. Please check your personal email for additional guidance.

   

• Initial Complaint

  Date:11/30/2022

  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.

  Online grocery order on November 20, 2022. Order total was $268.82. The grocery portion of the order was to be charged to my ebt card. The rest of the order was to be charged to my debit card. Instead, Instacart charged the entire order to my debit card. I contacted customer service through their website and got no response. I then contacted instacart through their chat feature and was told that they would not correct the problem. I was given no reason why.

  Business Response

  Date: 11/30/2022

  Hi *****,
  

  I apologize that you faced this negative experience with us. Our records are indicating that there wasn't an *** card on file for the order in question. Your *** card must be added before completing the order. You can always confirm this at checkout where it will specify the *** charge. Unfortunately, we are unable to move charges from your credit/debit to *** post delivery. Also, items added after the order is placed are charged to the credit/debit card on file. Just as a friendly reminder you can move *** qualifying charges to the *** card up until the shopper delivers the order. 

  Thank you for contacting Instacart so that we may address your concern.

  Best,

   

• Initial Complaint

  Date:11/29/2022

  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 the date of November 23, 2022 I ordered a 104$ instacart order to be delivered but 6PM that day. I was alerted around 5PM that my order was delivered however upon checking, there was nothing on my porch. I reached out to Instacart on 11/25 to try a resolve the issue. The agent told me I would be receiving a refund to my EBT balance and card in ***** hours, however instead of said refund, Instacart instead decided to deactivate my account and restrict me from receiving any support. I fully intend to dispute this transaction and file a lawsuit if instacart refuses to make the situation right.

  Business Response

  Date: 11/30/2022

  Hi ********,

  I apologize that you faced this negative experience with us.Upon checking, a specialist sent communication to you via email 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.

  Best,
  
  

• Initial Complaint

  Date:11/29/2022

  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 downloaded this app FOR THE FIRST TIME because a friend of mine knew that I needed groceries, I added my gift card and tried to place an order and my order was cancelled soon as I made it , I contact them and they said I needed to pay $80 from a dispute . I HAVE NEVER USED THIS APP BEFORE SO I DONT OWE ANYTHING . I never had an card on file

  Business Response

  Date: 11/30/2022

  Hi ****,

  I apologize that you faced this negative experience with us. Upon checking, a specialist sent communication to you via email on 7/11/22 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.

  Best,

   

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18481418
  
  I am rejecting this response because: I STILL HAVE A $200 DOLLAR GIFT CARD ON THAT ACCOUNT THIS IS STEALING ON YOUR COMPANY , I WILL TAKE LEGAL ACTIONS IF I AM NOT ABLE TO EITHER USE THE $200 THAT IS ALREADY ON THE ACCOUNT OR BE REFUNDED 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/30/2022

  Hi Jade, 

  
  We sent you an email on 6/9/22 regarding the status of your account. Please review the email that was sent to you for additional information on the status of your account and next steps.
  
  Thank you