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:09/14/2022

  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'm a shopper for instacart and they have a referral program if you invite someone and they complete 30 batches in 30 days I get 300 dollar bonus now the person completed the 30 batches and instacart card keep saying 24 hours and I'll get paid it's been almost 3 weeks since he completed it and still nothing now most of the time I talk to a agent they either hang up on me or say rest assure no worries it will be fixed today and still nothing I just want my money that is owed to me.

  Business Response

  Date: 09/15/2022

  Hi ******,

   

  I apologize for the poor experience that you faced. Upon checking, the deadline for this referral bonus was on August 29th and the payment is still pending. This can take up to two weeks to process (business days included). If you do not see this payment by September 16th, please reach out to [email protected] so that we can further assist you.

   

  Sincerely,

   

  Customer Answer

  Date: 09/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still not solved they said 9 /16/22 in message and when I just spoke with him he said it's still going to take some time it's still pending they been telling me that for over 2 weeks now.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18025260
  
  I am rejecting this response because:
   It's passed the 16th pass 2 weeks and still no payment every time I contact them in app they logged me out or they told me 24 hour over and over and still nothing.
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/20/2022

  Hi ******, 

  I apologize that you faced this negative experience with us. I understand how frustrating it is that you did not receive your referral payout. I have escalated your concern to our Product Support team so we can assist you properly. They may reach out within the next ***** hours for additional information via email. Please feel free to respond directly to that thread regarding this payout. 

  Best,

  Business Response

  Date: 09/21/2022

  Hi ******,
  

  I apologize that you faced this negative experience with us. I understand how frustrating it is when you don't receive the referral bonus you were expecting. 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.

  Best,

  
  

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18025260
  
  I am rejecting this response because:
  Keep getting told same thing over and over.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/14/2022

  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.

  Received damaged items from Instacart. Called. Was promised a store credit of $25. No credit provided. Called again. Was told to write to appeals board as I had too many complaints. Emailed appeals with photos of damaged items, and 1 item I was overcharged for and was expired. Response promised in 24 hours. No response. Emailed a second time with photos. Again, no response. NOTE: Only complaints I've EVER reported are missing and damaged items, which is the fault of Instacart, not the customer. Shopper did not follow instructions left for each item on the order. Here are the specifics emailed to Instacart appeals and not responded to:
  1) Toilet paper; packaged arrived torn open with damaged rolls; unsafe to use and unsanitary; photo attached
  2) Paper plates arrived wtih package torn open; unsafe to use, not sanitary; photo attached
  3) Lettuce; INSTRUCTIONS ASKED THAT SHOPPER CHOOSE THE FRESHEST ONE; INSEAD, SHOPPER CHOSE ONE THAT IS EXPIRED AND MARKED TO $0.99 BUT CHARGED ME $3.49; UNSAFE TO EAT, DID NOT FOLLOW INSTRUCTIONS, SPOILED ITEM, OVERCHARGED; PHOTO ATTACHED SHOWING 99 CENT STICKER AND EXPIRED DATE; PLEASE LOOK AT MY RECEIPT FOR PROOF OF OVERCHARGE, AND PLEASE LOOK AT MY INSTRUCTIONS FOR ALL ITEMS THAT WERE NOT FOLLOWED.
  4) Waterloo Peach sparkling water, 8 cans; all 8 cans arrived witth dents; looks like cans were dropped; please see instructions that were not followed by the shopper; photos atached
  5) Silk Almond Milk Creamer Pumpkin; arrived smashed on the side with seem coming apart; photo attached

  Business Response

  Date: 09/14/2022

  Hi Ivy,
  
  Thanks for reaching out. We appreciate your patience and the opportunity to make things right. We know how important it is to receive the right items and we’re sorry for any inconvenience.
  
  The issues below are related to the order you placed on Sep 8 from Ralphs. You can review your receipt at *******************************************************.
  
  Order Issues:
  - Silk Pumpkin Spice Almond Milk Coffee Creamer
  - Check this Out Dinner Plates, Uncoated, 9 Inch
  - Simple Truth Baby Red Butter Lettuce
  - Kroger Soft & Strong Bathroom Tissue Double Rolls
  - Waterloo Sparkling Water Peach 
  
  Actions we've taken:
  - Added a $25.94 USD credit to your account, which was applied to your current Costco order in the process of being delivered, today, September 14, 2022. You can view this credit on your digital receipt under the credits/discount applied tab.
  
  The credit is automatically applied during checkout on your current order. Check out our Help Center for more information on credits.
  
  Thanks,

• Initial Complaint

  Date:09/14/2022

  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 Sep 8, 2022, 6:07 PM i placed my order on instacart from superior grocers. it arrived at 838 pm. the order included a mini seedless watermelon for $2.79 which i paid for with my ebt funds. on september 14 at 1 am i cut the watermelon open and what i found was a spoiled moldy watermelon that was so rotton and spoiled and would surely cause me food poisoning. i have a health condition which has resulting in me loosing almost all of my vision. had my boyfriend not seen the watermelon when i cut it there is a very good possibility that i would have eaten a piece since i could not fully see it and discover it was rotten by eating some. this would have been horrible. i contacted instacart about it and i was told there was nothing they could do and to email some order appeals department if i disagreed with their decision not to refund me. this happens to me all the time - when a shopper makes a mistake and gets the wrong item or charges me for something but its not in the bags instacart says the same thing. i have emailed order appeals on 20 separate occasions in the past month and have not received A SINGLE REPLY. i can not continue to pay for food that is rotten or food i never received or incorrect items.

  Business Response

  Date: 09/14/2022

  Hi ****,
  
  Thanks for reaching out. We appreciate your patience and the opportunity to make things right. We know how important it is to receive the right items and were sorry for any inconvenience.
  
  The issues below are related to the order you placed on Sep 9 from Superior Grocers. You can review your receipt at https://www.instacart.com/store/orders/8484883957133093.
  
  Order Issues:
  - Mini Seedless Watermelon
  
  Actions we've taken:
  - Refunded $2.79 USD to your EBT card
  
  Refunds for EBT items are processed within the same day to your EBT card. Refunded EBT items wont appear as a separate line item if youre using an unofficial EBT resource. The original charge amount adjusts to reflect an updated charge amount.
  
  At this time, we dont offer Instacart credit for EBT SNAP items. To learn more about using EBT SNAP, visit our Help Center.
  
  In regard to your account restriction, I would first like to apologize for any inconvenience this issue has caused you. The restriction means we received a high number of order issues from your Instacart account. We value you as a customer and are taking these actions to ensure we are meeting our customers' expectations as well as upholding our Community Guidelines.
  
  Unfortunately, we can't remove the account restriction at this time. The account restriction is system-based and we have checks and balances for both shoppers and customers to ensure the integrity of our platform.
  
  We understand that some order issues are unavoidable and we're happy to review any order issues that occur during the account restriction. During the appeals process, we will be unbiased and review each order issue independently.
  
  Please note:  All future refunds, credits, and redelivery requests will need to go through this process. For any future order issues please email us at [email protected] for further review.
  
  We appreciate your feedback and will use this information to improve our services in the future.
  
  Best,

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18023688
  
  I am rejecting this response because:

  you said - In regard to your account restriction, I would first like to apologize for any inconvenience this issue has caused you. The restriction means we received a high number of order issues from your Instacart account. We value you as a customer and are taking these actions to ensure we are meeting our customers' expectations as well as upholding our Community Guidelines.
  
  Unfortunately, we can't remove the account restriction at this time. The account restriction is system-based and we have checks and balances for both shoppers and customers to ensure the integrity of our platform.
  
  We understand that some order issues are unavoidable and we're happy to review any order issues that occur during the account restriction. During the appeals process, we will be unbiased and review each order issue independently.
  
  Please note:  All future refunds, credits, and redelivery requests will need to go through this process. For any future order issues please email us at [email protected] for further review.

  i have asked you for 6 months to resolve this and nothing - 

  the restriction means we received a high number of order issues from your Instacart account  - SO YOU PUT MY ACCOUNT ON RESTRICTION BECAUSE OF ***** ISSUES - WHICH YOU REFUSE TO REVIEW WITH ME.  I DESERVE TO KNOW EVERY SINGLE ***** ISSUE THAT FACTORED INTO THIS RESTRICTION - AND I DESERVE TO KNOW WHAT ABOUT THE ISSUE SUPPORTS MY ACCOUNT BEING IN RESTRICTION -

  IF YOU DO WHAT YOU ARE CLAIMING (WHICH IS A PROVEN LIE) - "we're happy to review any order issues that occur during the account restriction. During the appeals process, we will be unbiased and review each order issue independently."  WHY HAS THIS NOT BEEN DONE IN 6 MONTHS AND IF YOU HAVE REVIEWED A SINGLE ***** ISSUE WHY AM I NOT PRIVY TO THE INFORMATION.  ONE WOULD ASSUME ALL ISSUES THAT WERE AS A RESULT OF SHOPPER ERROR OR YOUR BILLING ACCOUNTING - THIS HAPPENS ALL THE **** YOU CHARGE ME INCORRECTLY CONSTANTLY OR ROTTEN FOOD WOULD NOT CAUSE AN ACCOUNT RESTRICTION.  THEREFORE WHICH HAD YOU ACTUALLY DONE THIS I WOULD LIKE TO KNOW WHY THE ACCOUNT IS STILL RESTRICTED?  

  SO HERE IS THE BOTTOM LINE - MY ACCOUNT WAS PUT ON RESTRICTION FOR ***** ISSUES - LOGIC WOULD DICTATE A HUMAN WOULD REVIEW ALL THE ISSUES AND RESEARCH THEM AND CONTACT THE CUSTOMER - WHICH IS ME - TO RESOLVE THE SITUATION.  

  I HAVE COUNTLESS EMAILS I HAVE SENT ABOUT THIS AND NOT ONLY HAVE I NEVER RECEIVED A REPLY - BUT CERTAINLY THERE IS NO EXCUSE THAT THIS HAS BEEN ONGOING FOR OVER 6 MONTHS - AND CLEARLY NEVER EVEN REVIEWED LET ALONE RESOLVED.  

  AND IF YOU HAD READ MY FIRST MESSAGE TO BBB - YOU WOULD NEVER HAVE SAID THIS "Please note:  All future refunds, credits, and redelivery requests will need to go through this process. For any future order issues please email us at [email protected] for further review."  ARE YOU FOR REAL?  DO I NEED TO SERIOUSLY REPEAT MYSELF - I SAID IT IN THE FIRST MESSAGE AT LEAST 5 ****S OR MORE - JUST IN THE PAST MONTH ALONE I HAVE FOLLOWED THIS - I HAVE EMAILED YOU @  [email protected] REGARDING ONLY THE RECENT ***** ISSUES - ONE OF WHICH YOU CHARGED MY EBT CARD INCORRECTLY RESULTING IN ME HAVING TO PAY FOR EBT FOOD WITH MY CREDIT CARD - HOW IS THAT MY FAULT - AND YET NOT ONE SINGLE REPLY.

  SO NOW WHAT IS YOUR EXCUSE - WHY WOULD YOU TELL ME TO EMAIL THAT ADDRESS WHEN I SENT YOU 20 EMAILS AND NEVER GOT A REPLY.  THIS IS UTTERLY RIDICULOUS - YOU RESTRICT MY ACCOUNT AND THEN DROP THE **** SO I HAVE TO SUFFER FOR MONTHS - PAYING FOR FOOD NOT RECEIVED, PAYING FOR ITEMS I DID NOT APPROVE FOR SUBSTITUTION - IF I CHOOSE REFUND NO SUBSTITUTION AND THE SHOPPER DOES NOT ASK ME BUT CHOOSES A SUB - YES YOU READ THAT CORRECT - TAKES IT UPON THEMSELVES TO CHOOSE SOME RANDOM SUB WHEN THE ***** SAYS IF OUT OF STOCK REFUND - I AM STUCK WITH THE ****** HOW IS THAT FAIR OR REASONABLE.  AND I AM CERTAINLY TIRED OF ROTTEN FOOD.  AND I REALLY REALLY DO NOT APPRECIATE IT WHEN I ***** 1 POUND OF MUSHROOMS FOR 2.49$ AND I RECEIVE 8 OZ FOR $2.49 AND YOU DO NOTHING ABOUT THIS ERROR - AND ITS NOT JUST MUSHROOMS - HAPPENS ALL THE ****

  SO WHEN WILL THIS BE FIXED

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

  Business Response

  Date: 09/15/2022

  Hi ****,

   

  Thank you for submitting your feedback to Instacart. This is an automated restriction that measures the amount of order issues that are reported from the user's account. 
  
   
  We understand your concerns and we are taking the proper measures to ensure that we not only meet your expectations, but that we also uphold the policy that we have in place.
  
   
  If anything changes regarding the restriction policy, we will be sure to provide further updates. You may still place orders as you normally would; however, we will ask for further details, such as photos, surrounding any issues you report. If you are missing an item from your order, you may simply just provide the name of the item.
  
   
  We appreciate your feedback and will use this information to improve our services in the future.
  
   
  Sincerely,

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18023688
  
  I am rejecting this response because:
  

  that is the most ridiculous thing i have ever read.  as a customer i literally have ZERO control over what i receive from your company when i place an order.  you have a 100% satisfaction guarantee policy as well.  so you are telling me that if a person receives rotten food / doesnt receive an item/receives a substitute not approved/receives an incorrect item to many times you automatically restrict their account?  yet you have literally ZERO ways to prevent these things - so essentially what you are saying is the customer is 100% responsible for everything - how are we supposed to be in charge and control over your shoppers and prevent them from making mistakes?  furthermore the fact that you refuse to even address any issues reported - and i have submitted photos for all of them is utterly ridiculous. 
  Sincerely,
  
  *********************

  Business Response

  Date: 09/15/2022

  Hi ****,

   

  I'm ***** with the Executive Escalations team. I'm very sorry to hear about the issue with your watermelon, and the ongoing issues you've been experiencing. We understand the complications that can arise from this. It does appear that you were refunded $2.79 for the watermelon, and you should have seen that refund processed in your account. 

   

  Once again, we're sorry for the pain point.

   

  Sincerely,

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18023688
  
  I am rejecting this response because:

   

  you still have not addressed the main huge issue.  gee thanks for refunding me for the watermelon - look how much work i had to do for it.  its not even about the 2.79$ - its about all the other issues that you ignore the countless emails i have sent.  what about the fact that due to you placing a restriction on my account simply because of a certain amount of order issues i have reported - not even actually looking at them individually - seriously - how is this a solution?  every time i order i have to worry if i receive the wrong item or any other issues i have literally zero options.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/14/2022

  Type:Order 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 9/12/2022 the company unfairly rated a shopper with a low rating when the shopper had 138 out of 140 statisfactory orders. Less than 1.5 percent of orders had a low rating yet the company put low on the shoppers rating and defiled the shoppers reputation then proceeded to send way less orders to a shopper who has a spectacular profile including all great comments calling him an excellent shopper and saying he goes the extra mile. Their mathematics are are far from correct and they take no comments into consideration before they ruin a shoppers reputation and then give them second rate work based on a highly inaccurate ratings system. Also they put all communication on the shopper and never take into account the lack of items in the store and they exaggerate inventory items on their web page that are rarely in the store. Very unfair system needs to be regulated at all levels. No regulation no fair treatment. Algorithms to pay people is unjust and does not represent American values.

  Business Response

  Date: 09/14/2022

   

  Hi *******,

  We appreciate you reaching out to address your concern, in regard to shopper ratings. After reviewing your account, our records are showing your current shopper rating is 4.69. After every delivery, we ask customers to rate their shopper between 1-5 stars. To

  calculate your customer rating, we take the average from the last 100 orders you completed. It may take ***** hours after a customer rates you for that rating to show in your Shopper app.
  

  If a customer doesnt leave a rating for an order, it doesnt count towards your customer rating. For more information, refer to the Shopper Help Center https://instacartshoppers.zendesk.com/hc/en-us/articles/360024549392-Ratings-and-feedback

  Shoppers with a customer rating above a 4.7 see a Standard or High rating, while shoppers with a rating below 4.7 see a Low rating. 
  

  You can view a detailed breakdown of the orders contributing to your average rating by expanding the ratings section, as well as ways to improve your ratings in the future.

  We understand that sometimes shoppers receive negative customer feedback due to issues outside of their control. We automatically remove some customer ratings below 5 stars that occur for reasons outside of your control, including severe weather, customer

  fraud, low stock items, and customers who routinely give low ratings. We also automatically remove ratings for app outages and your lowest rating out of your last 100 orders.
  

  Customers rate in-store shoppers and full-service shoppers separately. Customers can also submit order issues while still leaving a 5-star rating.
  

  You can dispute customer feedback and order issues in the Shopper app. Tap the star icon in your app menu, tap Customer feedback > Quality of items, and then tap on the order issue you want to dispute.

  We appreciate your feedback and will use this information to improve our services in the future.
  
  Best,
  
  

• Initial Complaint

  Date:09/13/2022

  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 placed an order on Instacart through Publix with confirmation 8:23pm EST with a delivery confirmed for tonight 9:10-9:35pm EST. The shopper went ahead and started shopping and even confirmed/requested 3 changes of items that were unavailable. I was then notified that she was done shopping and heading my way to deliver my food at 9:40pm EST. I get an email from Instacart at 9:45 EST stating the order will be rescheduled. I do not understand how the shopper got all my items, finished shopping, was on her way to deliver my food and my order gets rescheduled for the following day at 1pm EST. Publix opens at 7am EST. This os very frustrating and has really left the nastiest taste in my mouth for this business. I will never trust them again to make another delivery. Seems like the shopper ran off with a cart full of my groceries. I wouldnt know, the Instacart employee tried calling and the phone kept going straight to voicemail (that doesnt seem fishy AT ALL).

  Business Response

  Date: 09/14/2022

  Hi ****,
  

  I apologize that you faced this negative experience with us. I understand how frustrating it is when you do not receive your order when expected. Our records are indicating the shopper was experiencing system issues in the app, I deeply apologize. I'm showing the

  refund was processed as a same day reversal of the charges. Please reach out to your bank to ensure the authorization hold of $120.00 was lifted. In the even that you decide to give Instacart another try, I've issued you a $5 credit to apply toward your next order

  for the poor service.

  We appreciate your feedback and will use this information to improve our services in the future.
  
  Best,
  
  

  
  

• Initial Complaint

  Date:09/13/2022

  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 rob me $17.50 $9.90 $43.89 I want to read I want a full refund but I keep giving me excuses

  Business Response

  Date: 09/14/2022

  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:09/13/2022

  Type:Order 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.

  They closed my account but still charged my PayPal account for Instacart membership worth $109. I don't want to use instacart but they keep making unauthorized charges from my account. I sent them many emails but no one responses. I would like to get my money back ASAP.

  Business Response

  Date: 09/14/2022

  Hi ****,
  

  I apologize that you faced this negative experience with us.Upon checking, a specialist sent communication to you via email on September 11, 2022, 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: 09/14/2022

   
  Complaint: 18019904
  
  I am rejecting this response because: my account was charged for Instacart+ membership after your team sent a response. Why did you charge me after the account was closed? Seems like a scam????? 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/15/2022

  Hi ****,

   

  I apologize that this was no the answer you were hoping for. If you have any further concerns, please respond directly to the Trust & Safety email. 

   

  Sincerely,

   

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18019904
  
  I am rejecting this response because: I sent many emails to them but there is no response from Instacart. What a scam!
  
  Sincerely,
  
  ***********************javascript:void(0)

  Business Response

  Date: 09/16/2022

   

  Hi ****,

  I'm sorry to hear that you had a poor experience with us. However, due to the sensitive nature of your account, this issue will require you to contact Trust & Safety directly by replying directly to the email received from them. In the meantime, I will also submit an

  escalation to Trust & safety to contact you by email within 48 hours.

  We appreciate your feedback so that we may improve our services in the future.

  Best,

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18019904
  
  I am rejecting this response because: I still haven't heard from them. My account is still charged $109 for Instacart+ despite the account closure
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2022

  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 company is full of $&#*, on Friday Sept. 10, 2022, I placed a order using the app like I have so many times in the past from Publix. A shopper was assigned my order and started picking my items. Moments later I get notifications that some items were not found and I was being refunded, cool that was normal. So I jumped in the shower so I can be ready to prepare my dinner when the items arrive. I grab my phone and see that the driver was having a problem locating my address. This to me was very weird because Ive been using this app for almost a year and never not once did I have a driver not find my location. However soon as I go to respond I get a notification that my order was delivered, so I went to the door thinking my items were outside and nope, nothing at all. I tried contacting the driver but the app said the shopper left the chat. So I called the ***** number for help while going outside looking at my neighbors front door, nothing. The Instacart operator could not reach the driver also. So I asked was I going to be refunded for my items, her response was THE SYSTEM, would not allow her to refund me and that I had to send a email about my issue. I was super ******. However I still emailed the company and received a response saying I wouldnt be refunded and for me to visit the COMMUNITY GUIDELINES. Not giving me a real reason as to why I was not being refunded?. This made me even more angrier?. *** tried reaching out four other times trying to get a resolution for my refund ($33.15). Today I called and the operator told me sorry maybe 6-7 times saying he was placing a ticket to a higher department. The final decision was no replacement or refund. I feel like this company cares nothing about its customers. *** placed orders and never had this issue and for items that cost more money. This was a horrible experience and I will never use this company again.

  Business Response

  Date: 09/14/2022

  Hi *****,
  
  Im sorry to hear there was an issue with your recent order. We reviewed your request and unfortunately cant issue a refund, credit, or redelivery on this order. Your account remains active and you can still shop on Instacart.
  
  If you think this is an error or have any questions or concerns, please email [email protected].
  
  Thanks, as always, for being part of our community.
  
  Best,

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18019732
  
  I am rejecting this response because:

   

   

  The company is not giving me a valid reason as to why I cant have a refund or credit. The service I PAID FOR was not received. No proof of delivery nothing. The driver sent message showing he didnt know where my house was. I paid for groceries I never received. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/14/2022

  Hi *****,

   

  We appreciate you reaching out to us and apologize for any inconvenience this may have caused. Your account is currently restricted and has a block in regard to receiving refunds, credits or re-deliveries. Please contact our ****************** for further

  assistance. Please email them at [email protected]. Once you've expressed your concern, they will assist you further.

  Thank you for being a part of the Instacart Community

  Best,

• Initial Complaint

  Date:09/13/2022

  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 September 12th I placed an order from my local Sprouts for specific foods I need for a protocol my doctor placed me on. When the order arrived, the shopper had dropped off someone else's order. I didn't receive one thing I paid for or ordered. I contacted Instacart several times. At first I was told that my correct order would be redelivered to me. When I didn't receive an email with a new delivery time, I contacted Instacart again. I was then told they couldn't refund me or redeliver my order. When I asked why they said my account was restricted due to complaints regarding deliveries. I have had proof of every error made on Instacart's end. Their shoppers don't even deliver the correct orders.I am now out $50.55 from my Sprouts order, since they are refusing to refund me or redeliver my order.

  Business Response

  Date: 09/19/2022

  Hi ******,

  I apologize that you faced this negative experience with us. We sent you an email regarding your order issue on 9/13/22, along with a refund of $50.55 for the affected items. If you would still like your membership cancelled and refunded, please respond directly to that email and we will be more than happy to assist you.

  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 [email protected]. 
  

  
  

• Initial Complaint

  Date:09/13/2022

  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.

  First off this company are thieves. On September 11 2022 I ordered ****** worth of food with instructions for delivery driver to call when arrive which he didn't do he left ****** of food on sidewalk for it to get stolen. On top of this I am a instacart + member which paid ***** for a month and they still charged me ***** for delivery which ****** of purchase was stolen. I have spoken with customer service 3 times over this issue. There customer service is terrible along with there drivers they are all a bunch of thieves. All I get is sorry. I have used instacart 3 times all three times I had to call customer service for at least one problem.

  Business Response

  Date: 09/13/2022

  Hi ********,

  I apologize that you faced this negative experience with us. I understand how frustrating it is that you did not receive your items. A refund for your reported items was issued on September 11th and September 13th. Refunds can take between **** business days to reflect back onto your statement, depending on your financial institution. Our team sent you an email with further communication on this issue today, September 13th. Please feel free to direct any further issues or concerns to that email.

  Best,

  Customer Answer

  Date: 09/14/2022

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