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:08/20/2022

  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 put an Instacart order in on 08/16/22. I was charged $55 for a chicken that cost &****. I have emailed several times yo no avail. I need help to get my money back.

  Business Response

  Date: 08/21/2022

  Hi ******,

  I apologize that you faced a negative experience with us. I have refunded the amount of $27.98 for the incorrectly charged item. The new charge for this item was originally agreed upon at check out which is $27.98. Retailers set the prices for their items, and in some instances, in-store prices and item tags may differ from those online. Additionally, the paper receipt is not a reflection of what you were charged, being that it does not include the delivery fee, service fee, and the tip. This is stated on the main page beneath every store logo view pricing policy as well as in our terms of service. If you have any other questions or concerns, please feel free to reach out to [email protected].
  

  Best,

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17746459
  
  I am rejecting this response because: I NEVER agreed to $27 for a $7  chicken. The service fee, delivery fee and tip are all extra on your web site. I respectfully request a full refund minud the &7 for the chicken.I am in pocession of my receipt , which shows you charging $22 a pound for a $7 chicken. I also have a picture of the chicken with the price. I have been a loyal customer but this is ridiculous 

   

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

  Business Response

  Date: 08/23/2022

  Hi ******,

  
  I apologize that you faced a negative experience with us. I have refunded the amount of $27.98 for the incorrectly charged item. The new charge for this item was originally agreed upon at check out which is $27.98. Retailers set the prices for their items, and in some instances, in-store prices and item tags may differ from those online. Additionally, the paper receipt is not a reflection of what you were charged, being that it does not include the delivery fee, service fee, and the tip. This is stated on the main page beneath every store logo view pricing policy as well as in our terms of service. If you have any other questions or concerns, please feel free to reach out to [email protected].
  
  Best,Tell us why here...

• Initial Complaint

  Date:08/20/2022

  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.

  Instacart has promised to pay me for referrals as well as any referees $150. I have opened 3 tickets with their relocation center and was continuously told someone will follow up with me. No one has reached out to me in the course of the past 90 days and they have validated they are able to see the referral. Yet the time frame has exceeded and all qualifications and all terms and conditions have been met or acceded yet no payment has been distributed to anyone mentioned above.

  Business Response

  Date: 08/21/2022

  Hi ******,
  Thank you for following up regarding this matter. Unfortunately, we are unable to move forward with your request without proper documentation. If you need further assistance, please respond to the email that we sent you or reach out to [email protected].
  

  Best.

• Initial Complaint

  Date:08/20/2022

  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.

  This outfit charged me over $100 for service with *********** It was supposed to provide free shipping. Now it keeps trying to charge me for shipping every time I order groceries from Kroger. When I try to resolve the issue, I'm directed into a circular "bot" situation on its website where I can't get access to a human and just go round and round in internet h*** It is a scam. A scam.

  Business Response

  Date: 08/20/2022

  Hi *******,

   

  I apologize for the poor experience that you faced. Upon checking, you have not been charged a delivery fee for any of the orders since your subscription has been active. If you're referring to the service fee, please provide further detail.

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service 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.

  The driver assigned to my order violated Instacart.com's terms of handling delivery and resulted in a loss of $100 credit from me. I have contacted their customer service to resolve this issue multiple times but I got ghosted in the end all the time. Their customer service representative won't listen to your explanation and would just close the support ticket without even providing a resolution. I have also requested a manager to handle my case, however it was never escalated. This type of customer service is awful.

  Business Response

  Date: 08/20/2022

  Hi Qi,

  I apologize that you faced this negative experience with us. I understand how frustrating it is that you did not receive your order. I am more than happy to provide the credits that were applied to the order back to your account. Our system shows a credit of $20 and a credit for $50 applied to the order. I have added a $70 credit to your account based on the experience and the credits related to the order.

  Thank you for your patience as we looked into this issue. If you have any additional concerns or questions please feel free to contact [email protected]. 

  Customer Answer

  Date: 08/20/2022

  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:08/19/2022

  Type:Sales and Advertising 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 name is ******************************* ******** I been a shopper since march 2020 with high ratings and no missing orders I recently got deactivated not knowing the reason why? I got and email saying that my account has been deactivated because over spent on a order I did at ****** and I explained the situation and no response The customer wanted to add more items and I did as well the service in ****** is really bad so I don't now if the items I added actually got tru the app ********** ******************** All I want to do is get reactivated If I did anything wrong by providing exceptional service in that order I do apologize for my mistakes

  Business Response

  Date: 08/20/2022

  Hi ********,

  I apologize that you faced this negative experience with us.Upon checking, a specialist sent communication to you via email on August 1, 2022, regarding the report you made. Based on the decision of our Trust & Safety team we will not be able to 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:08/19/2022

  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.

  First filed a complaint about groceries on March 16th via their company. I've reached out with 19 emails to date and counting, 12 direct messages via ********* countless posts, and 2 chat logs via their web/phone program as well per their instructions. No one has taken my appeals or communication seriously or done a single thing. NOTHING. They don't even reply to about 75%. For some reason my account is not able to dispute issues with the deliveries which is absolutely absurd. I have moldy produce, missing items, damaged goods, etc. And I've had to accept all of them since March with no help or retribution of any kind. I'm looking for at least $100 in damaged, missing, expired, incorrect products since March. And I'm willing to accept just $100 flat out. Even if it is in credit to use within their company. So long as I also receive the ability to dispute an issue if it comes along in the future. Lastly, I would like a handwritten apology from customer service and manager with a business card as proof of their title within the company. I'm feeding my pregnant wife and 3 children with missing food or food that has to be thrown away or waiting on me to go back out for what they need. The company should be embarrassed frankly with its customer service.

  Business Response

  Date: 08/20/2022

  Hi ******,
  
  Thanks for reaching out. We understand your concern and apologize for any inconvenience. Unfortunately, we cant remove the account restriction at this time. Were happy to review your most recent order issue to determine next steps.
  
  If youd like to appeal your recent order issue, please email [email protected]. I was unable to locate any emails being sent to the order appeals team with the contact information provided. To be sure the email gets to the correct location please remove any CCs on the email. 
  
  Best

  Customer Answer

  Date: 08/22/2022

   
  
  

  I have already attached 5 different complaints over issues. I have emailed 3 different addresses multiple times as well including the one the business lists Instacart Support [email protected], [email protected], [email protected]. So this does ABSOLUTELY NOTHING. I can see why the BBB wouldn't have your business accredited. If my resolution is not met, I will then dispute all charges that are available on my credit card. I wrote the three (3) things needed to be whole again. I will accept absolutely nothing less. I will also be using this terrible response to post throughout. I have even more photos as well from recent orders. I will also be disputing my membership charges as well since it is apparently a restricted membership and not a full membership with proper rights. 

  
  

  Business Response

  Date: 08/23/2022

  Hi ******, 

   

  I am sorry to hear that our service is no longer working for you. Your account restriction can not be removed. As previously stated, we've reviewed your recent contacts and can confirm that the process to submit an appeal has not been followed. To submit an appeal we do ask that you email [email protected] directly with no additional CCs. This will ensure the email goes to the correct place. Once you do, a reply email will be sent to let you know that the appeal was received. 

   

  Our order appeal team is happy to assist you with your recent order issues in the email mentioned above. 

   

  Thank you

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17742007
  
  I am rejecting this response because:

   

  I have completed said directive as of 8/24/2022 at 8:42am. I've also followed the customer service instructions in the auto emails and the social media ones too. At this point absolutely nothing has changed. 

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

  Business Response

  Date: 08/24/2022

  Hi ******, 
  
  I am sorry to hear that our service is no longer working for you. Your account restriction can not be removed. As previously stated, we've reviewed your recent contacts and can confirm that the process to submit an appeal has not been followed. To submit an appeal we do ask that you email [email protected] directly with no additional CCs. This will ensure the email goes to the correct place. Once you do, a reply email will be sent to let you know that the appeal was received. 
  
  Our order appeal team is happy to assist you with your recent order issues in the email mentioned above. 
  
  Thank you

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17742007
  
  I am rejecting this response because:

   

  I followed the exact instructions, not once but twice. I got an auto email the first time and nothing the second. And the responses to the BBB thus far are the same typical Instacart trash ********** responses. 

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

• Initial Complaint

  Date:08/19/2022

  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.

  My order was cancelled but they still debit my EBT card for *****and I submitted everything I was supposed to and still haven't received anything yet and this was done on the August 10 2022

  Business Response

  Date: 08/20/2022

  Hi *****,

  I apologize that you faced this negative experience with us. Upon checking, a specialist sent communication to you via email on August 16, 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.

  Sincerely,

  
  

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair 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 placed a grocery order with Instacart on August 16, 2022, totaling $60.37. The delivery was placed on my doorstep per my request, I saw the delivery arrive on my doorbell camera and immediately collected it. The order was mainly produce. The leaf lettuce was warm and wilted, the carrots rotten and brown mush, the Tomatoes were warm and split due to the way they were placed in the bag with cans on top and the ice cream sandwiches were completely melted. All of this food was inedible and unsalvageable. I have emailed Instacart 3 times about the issue and they have chosen to not respond to any of my emails.

  Business Response

  Date: 08/19/2022

  Hi *********,

  I apologize that you faced this negative experience with us. At this time, unattended deliveries that are delivered in the selected window with temperature control issues or missing items are not eligible for refunds.
  
  Customers who opt-in for their order to be left unattended accept full responsibility for their order after it has been delivered, including any loss due to theft or temperature sensitivity damage. To minimize this issue from occurring in your future orders, please

  uncheck the "please leave at my door if I'm not around" box at checkout and have someone at your home to accept your order for you if you are not present. By unchecking that box at checkout will let your shoppers know to hand your order off to you or an

  authorized person. I hope this helps going forward.

  Best,

  
  
  

  
  

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17734693
  
  I am rejecting this response because:

  I have a doorbrll camera and retrieved the order IMMEDIATELY after the delivery person placed it on my doorstep. I have video footage to back this up. The problem does not lie with me but how the shopper stored my items in obviously not a temperature controlled environment before delivering the items. When I retrieved my items from the doorstep, your deliver man was still sitting in his vehicle. Again, the state of the food I received is not from error on my part but lies with your company and delivery person. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/22/2022

  Hi *********,
  I apologize that you faced this negative experience with us. At this time, unattended deliveries that are delivered in the selected window with temperature control issues or missing items are not eligible for refunds.
  
  Customers who opt-in for their order to be left unattended accept full responsibility for their order after it has been delivered, including any loss due to theft or temperature sensitivity damage. To minimize this issue from occurring in your future orders, please uncheck the "please leave at my door if I'm not around" box at checkout and have someone at your home to accept your order for you if you are not present. By unchecking that box at checkout will let your shoppers know to hand your order off to you or an authorized person. I hope this helps going forward.

  Best,

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17734693
  
  I am rejecting this response because:

   You are only repeating what you said before. I have attached from my doorbell camera screenshots of your delivery person dropping off my order at 13:48:27 and myself retrieving it at 13:49:20, less than one minute sitting outside. This would not cause wilted lettuce, a bag of rotten carrots, crushed tomatoes from the packaging bagging job and melted ice cream. The damage was do.e from your shopper/delivery person and not from sitting on my doorstep for less than 1 minute. I choose the doorstep option because I suffer from diagnosed PTSD, I'm protecting my mental health by not opening my door to a male I do not know and possibly triggering my PTSD. The option for the doorstep delivery is why I chose to use your company. 

   As it appears that you will not take any responsibility for the less than acceptable service I will definitely cease using it. By not acknowledging the error on your shopper/delivery person's part, you are employing and not providing feedback to this employee who is only making your company look bad. 

  I am very disappointed in your chosen responses.

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

  Business Response

  Date: 08/23/2022

  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: 08/23/2022

  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:08/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I MISTAKENLY WAS SIGNED UP FOR A MONTHLY SUBSCRIPTION TO INSTACART FOR $10.69 A MONTH AUTO DEBIT FROM MY BANK **** ON FILE. I DELETED THE **** AND HAVE CANCELLED 2 SEPARATE BANK ****S SINCE AND THE $10.69 A MONTH IS STILL BEING TAKEN FROM MY ACCOUNT BY INSTACART. I WANT THE 2 MONTHS OF CHARGES RETURNED. NO OTHER MERCHANT I DEAL WITH IS ABLE TO DO THIS, THEY ARE CROOKS!!!

  Business Response

  Date: 08/18/2022

  Hi *******,
  
  I apologize that you faced this negative experience with us, and we would love to get this corrected, but we are unable to find any information linking you to an account with us that has a current subscription or a subscription history. The email address provided was

  searched as well as by phone number. If you happen to have used a different email and phone number for the account please let us know so that we may further investigate your concern. You can reach out to us directly via email at [email protected], or by calling

  us at ************** so that we can assist you properly. You also have the option to reach out through the Better Business Bureau with further details, if preferable.

  Best,

  
  

• Initial Complaint

  Date:08/18/2022

  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.

  On 08/16/2022 I placed an order with Instacart for the amount of, $96.77 and the Instacart shopper I had delivered the wrong groceries to my apartment. I called Instacart letting them know what had happened and was told I couldnt be refunded, that I had to email their appeals department. I did that and was rejected a refund for my incorrect order! No one is of any help and Instacart stole my money of $96.77! I have photo proof of the incorrect items delivered to my house, and I demand a full refund for this order! Instacart customer service is terrible, nobody speaks proper English!

  Business Response

  Date: 08/18/2022

  Hi ********,
  
  Im sorry you weren't satisfied with your recent order. We reviewed your request and unfortunately cant issue a refund 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: 08/18/2022

   
  Complaint: 17732786
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  You people need to refund my order! As stated before, I RECEIVED THE WRONG ORDER!! Give me my money back!!

  Business Response

  Date: 08/18/2022

  Hi Shonelle, 
  
  Thanks for reaching out. Im sorry you weren't satisfied with your recent order. We reviewed your request and, unfortunately, we're unable to issue any refunds, credits, 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]. Our team will follow up via email once they receive your appeal. 

  Best,