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:07/20/2025

  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 shopped an order at ***** had to call support twice because there is no to hardly any signal at Lowes and first call was dropped. Lowes wanted me to sign something saying what item was being used for as a certified receipt I guess and then they forgot to ring something up. I called and explained this to support and have order refunded and reassigned. Then they put my account in review. I would like my account out of review since I did nothing wrong and I can continue to make money as a shopper

  Business Response

  Date: 07/20/2025

  Hi *****, 

  Thank you for bringing your concerns to our attention. Please be assured that your case is under review by the appropriate department. Our team is actively working to address the matter and provide assistance as quickly as possible.
  
  We appreciate your patience during this process and will continue to communicate updates as they become available. If you have additional information that may assist us in expediting the resolution, feel free to share it directly through this platform.
  
  Thank you for your understanding and cooperation.

  Best Regards,

  Instacart Support 

• Initial Complaint

  Date:07/20/2025

  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 the evening of July 18th, I placed an order with Petco through instacart for anti-diarrheal and probiotic medication called Proviable for my dog who was sick. Upon receiving and dispensing the product from the vial I noticed only oil came out and the rest of the product was packed up inside the plastic vial and not dispensing with the oil base. There was also a funny smell to it ( I've been using this product for 5 or 6 years as my dog has IIBD so I am very familiar with it. I immediately reached out to instacart yo ley them know Id received a "dud", who offered an immediate refund back to my instacart balance or a refund back to original payment method.. Since I would have to purchase this online and wait for it or go out the following day and search for it I requested a refund back to original payment method to reimburse myself since I would have to go purchase it elsewhere.. this triggered instacart to advise me I would have to wait for an approval on the refund, which was denied the following day. I then reached out again to customer service who advised me I would have to fill out an appeal form, which I did and uploaded photos of the usable product. While waiting on their decision I contacted the merchant being Petco who advised me they could not help me I would have to go through instacart, as I was willing to drive the defective product back to the store to return or exchange it. This morning I received an email from instacart advising me my appeal was denied and there was nothing more they could do ...so I received a spoiled damaged product I am unable to return to the store and instacart is keeping my $46.92. I always tip generously and have been using Instacart for years. I only request returns if groceries are spoiled or I receive a damaged item, which is rare. I cannot return the item to the store and Instacart won't help yet are keeping my money. This is absolutely ridiculous.

  Business Response

  Date: 07/20/2025

  Hi *******, 

  Thank you for bringing this issue to our attention and I sincerely apologize for the inconvenience you experienced. We strive to ensure complete satisfaction with every order, and I regret that this product did not meet your expectations and had to result in an appeal process.
  
  Based on your feedback and the supporting evidence provided, we have processed a refund for the affected items totaling $46.92 back to your original payment method. The refund will be reflected in your account shortly, depending on your banks processing time.
  
  We truly value your loyalty over the years and appreciate your patience as we worked to resolve this situation. If theres anything else we can assist you with, or if you have additional concerns, please dont hesitate to let us know. Your satisfaction is important to us.
  
  Thank you for using Instacart, and we look forward to serving you again.

  Best Regards,

  Instacart Support 

  Customer Answer

  Date: 07/21/2025

  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:07/20/2025

  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 am writing to formally lodge a complaint regarding my ********* account and request urgent assistance with the account closure due to a serious case of identity theft. My account was compromised, and as a result, it was closed or suspended without any fault of my ******** is a brief summary of the situation:Identity Theft: My personal information, including passwords, was stolen, and this resulted in unauthorized access to my Instacart account and other services I use.Account Suspension: After realizing my identity was compromised, I reached out to Instacart customer service for assistance. Unfortunately, despite providing detailed information about the situation, my account was suspended, and I received a final decision after an appeal that I was unable to challenge effectively.Impact on My Family: I rely on ********* to provide groceries and essential supplies to care for my elderly father. The suspension of my account has left me in a vulnerable position, unable to meet his needs, which I find deeply unfair, especially given that I am a victim of identity theft.Lack of Support: Despite multiple attempts to resolve this matter through customer service, including reaching out on social media, I received the same response that the decision is final, leaving me without a solution.I am requesting the following:A thorough review of my account and a re-opening of my Instacart account, considering the circumstances of identity theft.Assistance with providing any necessary documentation or information required to resolve this issue and avoid further harm to my fathers care.This situation has caused significant distress and hardship for my family, and I believe it is unfair for my father to suffer due to circumstances beyond my control. I urge you to reconsider your decision and offer a fair resolution to this matter.I would appreciate your prompt attention to this issue and would be grateful for any assistance you can offer.

  Business Response

  Date: 07/20/2025

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Thank you for reaching out regarding your account. At Instacart, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  Please respond to the email from our Fraud and Identity for further assistance regarding this matter.

  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23626528
  
  I am rejecting this response because Instacart mentioned that I should respond to an email from their Fraud and ******************** but I never received any such email. I have checked my inbox and spam folders thoroughly. Without this communication, I am unable to resolve the issue of my account being closed, especially since it involves identity theft. I am requesting that Instacart either resend the email or contact me directly with a clear path forward.

  Business Response

  Date: 07/22/2025

  Hi ******,

  Thank you for reaching out regarding the issue with your account.

  According to our records, an email containing the final decision regarding your account was sent to you. Please check your email, including your spam or junk folder, as its possible the message could have been filtered there. 

  If you are still unable to locate the email, please let us know so that we can look into this further and ensure you receive the information you need regarding your account status.

  Best regards,

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23626528
  
  I am rejecting Instacarts response for the following reasons, and I am requesting immediate further review and resolution:
  
  Instacart has stated that I should respond to an email from their Fraud and ******************** However, I have not received any such communication from that department at any point not before or after filing this BBB complaint. The only email I ever received was several months ago, before I even reported the identity theft to Instacart. That message informed me that my account was closed with a final decision but that was before I had the chance to explain that I was a victim of identity theft and that my account had been compromised across multiple platforms.
  
  To be clear:
  
  I am a verified victim of identity theft, which has affected my Amazon account, emails, bank accounts, and others including Instacart.
  
  I did not engage in any fraudulent or suspicious activity; it was done without my knowledge or consent due to the theft of my personal credentials.
  
  My Instacart account was shut down as a result of unauthorized activity tied to this identity theft, which was not my fault.
  
  I use Instacart to order essential groceries and supplies for my elderly father, and this suspension has created serious hardship for our household.
  
  I have made multiple good faith attempts to contact Instacart via email and social media, asking for assistance, but I continue to receive automated or generic responses.
  
  Now, through the BBB, Instacart is stating that I should respond to an email that does not exist. I have checked all inboxes, folders, and spam filters. I am not receiving a fraud review email from your team which suggests either a communication failure on your end or a misstatement.
  
  At this point, I respectfully insist that:
  
  Instacart reopen my account or provide a clear, direct way to verify my identity and explain the circumstances of the compromise.
  
  If reinstatement is not immediately possible, your Fraud and Identity team must contact me directly with a secure way to revalidate my account and move forward.
  
  I be provided with a real person or caseworker to assist me, instead of being redirected in circles with copy-pasted responses.
  
  This is not just about convenience it is about fair treatment of a victim of a serious crime. I should not be penalized or shut out of essential services because of circumstances beyond my control.
  
  I am requesting immediate, personal contact from Instacarts Fraud and ******************* to resolve this matter with urgency and professionalism.

  Business Response

  Date: 07/25/2025

  Hi ******,

  Thank you for reaching out. 

  The team has sent an email to you in May 2025 regarding their final decision on this matter. We kindly ask you to refer to that email, as it contains the relevant details about your account. 

  Best regards,

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23626528
  
  I am rejecting Instacarts latest response because it continues to ignore the actual substance of my complaint and fails to offer any meaningful resolution or human assistance.

  Once again, Instacart has simply told me to "refer to an email from May 2025" an email I no longer have access to, and which predated my formal identity theft report. I have repeatedly stated that my account was compromised due to identity theft that affected multiple platforms, including ******, financial accounts, and email. Despite clearly explaining this in every prior message, Instacart has not acknowledged or addressed this critical fact.

  Here are the key points that continue to be disregarded:

  I am a verified victim of identity theft, and this was not considered in the original decision to close my account.

  Instacarts responses continue to refer to a final decision made before I ever had a chance to report or explain the identity theft.

  I rely on Instacart to provide food and supplies for my elderly father, and being locked out of my account due to unauthorized access has caused serious hardship.

  I have never received any communication from Instacarts Fraud and ******************** despite multiple claims that such contact has occurred.

  Telling me to refer to an old email is not a resolution. Its a brush-off, and it entirely fails to address the heart of the issue: that I am a fraud victim who needs help, not punishment.

  I am once again respectfully requesting:
  Direct contact from Instacarts Fraud and Identity department to verify my identity and investigate the unauthorized activity on my account.

  A clear, human-led process to reinstate or reassess my account, especially in light of the identity theft and its documented effects.

  An end to generic responses that ignore the facts of my situation and offer no path forward.

  At this point, continuing to copy-paste generic messages referencing a final decision only reinforces the appearance that Instacart is unwilling to offer basic consumer support, especially to those affected by serious issues like identity theft. I expect this to be escalated to someone with the authority and professionalism to actually resolve it.

• Initial Complaint

  Date:07/20/2025

  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.

  My Instacart shopper account was deactivated due to alleged fraudulent activity without providing any specific order details or supporting evidence. Despite multiple appeal attempts, ********* failed to clarify which specific batches or activities led to this decision. My account had a history of positive customer feedback and high ratings. I am requesting a fair review and transparent explanation. This job is essential to my livelihood.

  Business Response

  Date: 07/20/2025

  Hi Zheming,

  Thank you for contacting the Better Business Bureau.

  Thank you for reaching out regarding your account. At Instacart, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  After reviewing your account, I can confirm that it is permanently deactivated, and not eligible for reactivation.

  If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23626222
  
  I am rejecting this response because:
  I do not accept Instacarts response. My account was permanently deactivated without clear reason or explanation. I believe this decision was unfair and untransparent.
  I respectfully request that Instacart provide:
  A clear, specific reason for the deactivation.
  Evidence or details supporting their decision.
  Reconsideration of my account for reactivation.
  I expect a transparent and reasonable explanation, not a generic refusal.
  
  
  Sincerely,
  
  Zheming Xing

  Business Response

  Date: 07/22/2025

  Hi Zheming,

  Thank you for reaching out and sharing your concerns regarding your account deactivation.

  Our Trust & Safety team has thoroughly reviewed your account and the details of your appeal. After careful consideration, they have determined to uphold their original decision to deactivate your account. For more information regarding this decision, please refer to the email you received from the team. 

  We understand that this may not be the outcome you were hoping for, but please note that this decision is final.

  Best regards,

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23626222
  
  I am rejecting this response because:
  
  Sincerely,
  
  Zheming Xing

• Initial Complaint

  Date:07/20/2025

  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 placed an **** Eats order through the Restaurant deliveries section of Instacart on 7/11/25. The incorrect order was delivered, and I contacted ********* customer service, who told me I need to reach out to ********* customer service. The person I spoke to at **** customer service apologized and said I would be refunded for the order amount ($30.38), the promotion amount ($15.00), and the tip ($5.12) for a total of $50.50. He said it would appear in my **** Cash balance in the Wallet section of the **** app within a few hours. The refund is still not showing in either my **** app or the Instacart app. I have called **** customer support several times and exchanged chat messages with them on the app. No progress has been made by either **** or Instacart to resolve this issue. I uploaded a timeline of the issue with greater detail and screenshots of all the email/chat communications.

  Business Response

  Date: 07/20/2025

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Thank you for reaching out regarding your recent order. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  Please contact **** Eats through the app for further assistance regarding this matter. We are unable to refund or credit restaurant orders.

  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

• Initial Complaint

  Date:07/19/2025

  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.

  I did an order with Instacart and had my large potatoes missing and the wrong 3 potatoes but was charged more for the ones brought to me so I asked for a refund on the difference and Instacart denied me so I would please like help with a refund on this issue please. Thank you kindly

  Business Response

  Date: 07/22/2025

  Hi *******,

  Thank you for contacting the Better Business Bureau regarding the issue with your recent order. We understand your concerns and value your feedback.

  After carefully reviewing the details of your order, we see that  the appeal was denied. Please refer to the email you received on this matter, as it contains further information on the decision.

  Please feel free to reach back out if you have any further questions. 

  Best, 

   

  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:07/19/2025

  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 ordered groceries from ***** cart and they said the delivery time would be between 3 and 4 on July 19, 2025. I specifically told them to call when they were here bc my apt is hard to find. So at 3 pm I started to look for an email then I found a txt in the app from delivery person that said she left it on the porch at like 2 something. I don't have a porch so I went outside and looked up and down the block and there was nothing. I'm sure someone has taken my food since it was like an hour after she dropped it off. This is not right.....mid they say 3:11 pm they should stick to it. I also checked my phone which had no text or call. Driver tried to say my phone was off which it was not bc I was sitting right by the door looking at stuff on it. So now I'm out $70 and no food! I will not order from them again......so beware!

  Business Response

  Date: 07/19/2025

  Dear Char, 

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you've experienced with your recent order.
  To ensure this issue is resolved effectively, we kindly request you to fill out the following form: ****************************************************************. This form connects directly to the dedicated team at Instacart, who are best suited to assist you further and address your concerns.

  If you have any additional questions or need assistance during this process, please don't hesitate to reach out. 

• Initial Complaint

  Date:07/19/2025

  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.

  I am filing this complaint against ********* due to their ongoing failure to onboard me as a delivery driver, despite my application and placement on their waitlist over four years ago. Since submitting my interest, I have received no meaningful updates, communication, or opportunitiesdespite the fact that ********* continues to operate and expand in my area.This indefinite delaynow spanning multiple yearsis unreasonable, misleading, and potentially deceptive. From a legal standpoint, this may constitute a violation of consumer protection statutes under the ************************ Act (FTC Act), which prohibits deceptive or unfair business practices. By collecting personal information, implying an opportunity for work, and failing to follow through with any transparency or process, Instacart is misleading potential workers.I applied in good faith with the expectation that I would be given the chance to work once opportunities arose. Remaining on a waitlist for over four years without any timeline, communication, or criteria for selection seems disingenuous at bestand exploitative at worst. If there are qualifications or thresholds I havent met, I deserve to be informed.I am not seeking removal from the waitlistI am asking for a fair and transparent opportunity to work. Instacarts silence suggests they are not managing the waitlist in good faith, which affects thousands of people like me who are eager and available to contribute as drivers.I am requesting the following resolution:A clear explanation from Instacart about my standing on the waitlist A specific timeframe or actionable steps toward becoming active on the platform An investigation into whether Instacart is misleading prospective drivers or violating fair hiring practices Instacart must be held accountable for treating applicants with respect, dignity, and honestyespecially when those applicants are seeking legitimate income opportunities.

  Business Response

  Date: 07/19/2025

  Dear *******, 

  Thank you for reaching out and sharing your concerns about the onboarding process. We sincerely appreciate your patience and your continued interest in shopping with Instacart.
  
  We understand that waiting for an opportunity can be frustrating and unclear timelines may add to this experience. Currently, there is no specific timeframe associated with the waitlist, as new shoppers are released at random depending on factors like market needs and demand. This process helps us maintain a balanced number of active shoppers across different areas.
  
  We truly value your enthusiasm to contribute and encourage you to remain on the waitlist as we continue to expand and provide new opportunities. Should you have any other questions or need further clarification, please dont hesitate to reach out. Thank you for considering Instacart, and we appreciate your understanding.

  Best Regards,

  Instacart Support 

• Initial Complaint

  Date:07/19/2025

  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.

  Slave labor! Slander and accusations between customers and account representatives. Improper use of channels. Creating a hostel environment between parties.

  Business Response

  Date: 07/19/2025

  Dear *****,

  Thank you for sharing your concerns. We take any issues related to conduct and respect very seriously.
  
  Weve built our Community Guidelines on a foundation of safety, respect, and integrity, and we expect everyone to adhere to these standards while engaging on the platform. We strive to create and maintain a welcoming, inclusive, and respectful environment for everyone, at all times.
  
  Our expectation is simple: treat others the way you want to be treated. We do not discriminate on the basis of race, ethnicity, religion, gender or gender identity, age, marital status, sexual orientation, mental/physical condition or disability, profession, national origin, or any other protected basis under applicable laws.
  
  As part of our ongoing efforts to promote a respectful community, we thoroughly investigate any instances of discrimination or inappropriate conduct and take appropriate action where needed. If you have further details or evidence related to this situation that you would like to share, we encourage you to do so. Your feedback and input are valued as we continue working to uphold the highest standards on our platform.
  
  Thank you for bringing this to our attention.

  Best Regards,

  Instacart Support

• Initial Complaint

  Date:07/19/2025

  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.

  Business has had me a on a waitlist of employment for over two years, support cannot assist me. My peers have signed up instantly, while I have waited for years to do this to make extra money on the side to support my family.

  Business Response

  Date: 07/19/2025

  Hi *******,

  Thank you for contacting the Better Business Bureau. We sincerely apologize for the frustration and inconvenience you've experienced.

  After further review, we see that you are currently on the waitlist. Please rest assured that you will receive an email from us as soon as youre released from the waitlist. Once you receive that email, youll have 1 week to complete the onboarding process before well need to add you back to the waitlist.

  Please feel free to reach out if you have any additional questions or concerns.

  Best regards,