Complaints
This profile includes complaints for Shipt's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 369 total complaints in the last 3 years.
- 118 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/13/2022
Type: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 for ships and it came directly out of my account. I see they have sent me an email saying they tried to charge me( for what ? they already charged me *****) and they suspend my ordering?? 1. They already charged me 2. The shopper disregarded my instructions when I said do not substitute for items that are not available. She substituted anyway ( who does that-its my money, not hers) I was to give her a tip, and decided not to, as she did not follow my instructions once I saw that she did not get a double pac of roast, but instead got 2 separate- which is not what I wanted. In addition, when she came to leave the order, she hung around outside my door for a while which was odd. ( I have a ring doorbell) In addition, they owe me an apology for their error and the money for the wrong roasts. If their shoppers are not willing to follow the instructions, then they should not be shopping for others. It seems they are retaliating for me not tipping. I won't use them again. Also, the charge shows up as though I typed ***** - which that was not a tip it was the charge for the groceries. They need to be more transparent and correct. It is misleading. thank you
Business Response
Date: 06/17/2022
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right as quickly as possible.
At Shipt, we want to make the ordering process as seamless and easy as possible. We would like to express our sincerest apologies for the member's order experience. Please be assured that we are reviewing this order internally to ensure this is addressed appropriately. We’ve also taken steps to unpair them from this shopper so they will never be offered the member's orders in the future.
We've issued a $***** refund to their credit card. The member should see that reflected on their bank statement within the next 5-7 business days. We've also sent the associated refund receipt to their email.
Our Experience Team can always be reached directly at ************, via email at *******@*********, and via live chat on our homepage at *********. This information can be found on our website at ******************************.
Initial Complaint
Date:06/13/2022
Type: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 have had a membership with Shipt. I have had issues where I do purchases with them and they have been double-billing my account. In the last purchase, I purchased ***** worth of groceries and added around **** in cat food and they charged me over ****** on my account. This has caused me problems with my banking, etc. I have incurred late fees, etc. due to their double-billing and taking out extra money and then they get irritated with me over this. I do not feel that this is fair at all to me. They just tell me to wait up to 10 days to get a refund and do not care that they are costing me extra fees.Business Response
Date: 06/17/2022
As a company, Shipt always seeks to provide an exemplary customer experience. We consider anything less to be unacceptable, and we definitely want to make this right as quickly as possible.
We would like to express our sincerest apologies to this customer for the poor experience and frustration this caused. When an order is placed with Shipt, we preauthorize the amount the order is expected to cost plus a small allowance for substitutions and/or additions. These will be pending charges, but we will only capture the amount of the order total based on the items that a shopper delivers.
Depending on how the customer’s bank processes these requests, they can both show temporarily as pending payments. These pending payments of the original amounts should fall off during processing. However, we do understand how this can be a cause for concern and sincerely apologize again for the frustration this situation caused.
To help make this right, we have refunded the customer’s recent Shipt order in full ($*****). They should see that reflected on their bank statement within the next 5-7 business days. We have also sent a copy of the refund receipt directly to the customer.
Our Experience Team can always be reached directly at ************, via email at *******@*********, and via live chat on our homepage at *********. This information can be found on our website at ******************************.Initial Complaint
Date:06/02/2022
Type: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 ****** online (through target.com) delivery service (which uses Shipt through target.com) delivered only part of my order, and the order comprising perishables were all spoiled upon arrival, due to their arriving past 2 hours from the start of the shopping at about 7:59 p.m. My order wasn't delivered until close to 10:15 to 10:30 p.m. Furthermore, there were damaged non-perishables as well. And upon unpacking, I discovered that a substantial amount of items were missing from my order. Because the delivery person was late, I decided to wait downstairs in the apartment lobby to help her. But a man showed up at first, and she showed up afterward - not with my complete order. The man brought up the bulk of the items, and I had to show him where my apartment was. It is my understanding that Shipt shoppers through ****** are not supposed to have anyone else with them. Additionally, I texted about 1.5 hours prior to their delivering my order about my concerns that the items were already out for 1.5 hours, and they delivered my items about 2.5 hours after they started first shopping for my order. The lady assured me that the items were placed in the freezer. But upon examination, the pizza was all sideways and both pizzas plus the other frozen items, including the ice cream, had very soft outsides and some were melting or perspiring - signs that they've been out for too long. My other perishable items (the cheese and bacon) looked sticky and like they were thawing. The two cookies were crushed, and one of the four cans of caffeine-free Diet Coke were damaged. The two pizzas were damaged, as was some of the frozen items, as the pizza boxes and one of the other frozen items were bulky and not flat, since they were delivered on their side instead of flat. The missing items include 3 Downy, 4 Olay, and 2 of the 2L caffeine-free Diet Coke. I waited from 10:45 p.m. to about 12:30 a.m. for my missing items. I called police after that. Order #: *************Business Response
Date: 06/03/2022
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right as quickly as possible.
We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We take the privacy of our members extremely seriously. Our shoppers are not permitted to have others accompany them on a delivery. Please be assured that we have escalated this internally to ensure it is addressed appropriately. Additionally, we see that the member has rated this shopper with a 1. With this rating, there should be no further interaction between the member and this shopper via the Shipt platform.
Unfortunately, we do not have access to charges made through Target.com, but we have contacted ****** to have the charge of $210.24 investigated and refunded. ****** can be reached at ************** should the member need to contact them directly. We look forward to improving the member's Shipt experience.
Our Experience Team can always be reached directly at ************, via email at [email protected], and via live chat on our homepage at Shipt.com. This information can be found on our website at https://www.shipt.com/contact/.Customer Answer
Date: 06/08/2022
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:05/27/2022
Type: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 April 19 for ** or ** some dollars and never received the order. I co tacked live chat who said to contact by email. I contacted through email who gave me another email. Then they said to contact live chat. I have contacted live chat about 5 total times they told me not to use the account till it was fixed and to just make a new account which I did. So I contacted both emails I was given around 5 or 6 times each and all any of them ever did was tell me to contact the other one for my order to be fixed and now no one will answer any emails I send completely ignore me and I have all my emails I sent with the response I did get and the ones with no responses at all saved.Business Response
Date: 06/03/2022
This member’s account was terminated in accordance with our Terms of Service, which can be found here: https://www.shipt.com/terms-of-service/. Per that agreement: “We may terminate your use of the Site and the services offered on the Site at any time, for any reason and Shipt may prohibit your use of the Site and services offered on the Site at any time in our sole discretion. The terms of these Terms shall remain in effect at all times after the termination of your use of the Site and the services offered on the Site.”
It is Shipt's firm belief that we as a company have responded appropriately. We stand by our decision and are unable to refund or reopen the account.
Please note there is additional documentation regarding this claim that we can provide to the BBB directly if needed.Initial Complaint
Date:05/27/2022
Type: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 had issues with shifts shoppers they always left items out or my frozen items would be thawed or melted and there was always issues. The last order I placed had same issues so I contacted customer support. I received an email a few hours later saying they are happy the problem was taken care of. The thing is nothing was fixed not one thing. I emailed them and told them and after I sent three emails I finally got a short email saying to contact customer experience and that was it I did what they said and now no one will answer my emails completely ignoring me. They have the worst customer service I have ever seen.Business Response
Date: 06/03/2022
This member’s account was terminated in accordance with our Terms of Service, which can be found here: https://www.shipt.com/terms-of-service/. Per that agreement: “We may terminate your use of the Site and the services offered on the Site at any time, for any reason and Shipt may prohibit your use of the Site and services offered on the Site at any time in our sole discretion. The terms of these Terms shall remain in effect at all times after the termination of your use of the Site and the services offered on the Site.”
It is Shipt's firm belief that we as a company have responded appropriately. We stand by our decision and are unable to refund or reopen the account.
Please note there is additional documentation regarding this claim that we can provide to the BBB directly if needed.Initial Complaint
Date:05/23/2022
Type: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 same day shipt services yesterday with target. It was the worst experience I've ever had with them before! Upon ordering and waiting until my selected time (8-9pm) to come, I felt something was wrong. I will always get a text from the shipt shopper when they arrive at the store and begin shopping, this order I did not but didn't think too much into it at first. When it started getting closer to 9pm I was a little concerned I have not heard at all from the shopper so I log on to my ****** account to see if they have any information. After logging in I see ALL of the items in my order marked canceled and below that it shows "on the way" items that I never wanted to purchase. The shopper decided to cancel all the items in my order and replace them with personal items for themselves! 8.45 came and I knew I wasn't getting my delivery so I called ****** to see what was happening, even they were baffled by the incident. I got charged over $*** (which on the receipt shows 2 separate charges were done at target) I am not even sure how they allow that to happen! ****** said they would give me a refund and they called shipt for the shopper to be flagged.. I still did not get the answers I was looking for so I called shipt to find out more information. Needless to say they did not give me anything. I waited on hold to speak with a "supervisor" only to give me a lousy email address to contact. How can they let things like this happen. Are no background checks/due diligence done before allowing someone to be shopper. I still see part of the false order pending and seems I will not get my money back for it. I would like to know what repercussions shipt has in place for employees of theirs who is practically committing fraud and theft! I will even look into taking legal action if none of their own is taken. This is absolutely unacceptable. They literally have thieves on payroll and something needs to be done. Now I worry this horrible human being has my home address!Business Response
Date: 06/03/2022
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right as quickly as possible.
At Shipt, we want to make the ordering process as seamless and easy as possible. We sincerely apologize that this was not the case for the member during this order.
Our internal teams received information and investigated this report on 5/21/22. At that time, the shopper in question was quickly removed from our platform and is no longer eligible to shop for Shipt. Additionally, we only hire a very small percentage of shoppers who apply to shop for us. They go through an application process, including a video interview as well as an extensive background check before they are approved to shop on the platform. We wanted to share this with the member to reassure them that this extra level of protection is in place, given the circumstances of this incident.Our members’ privacy is extremely important to us, and we take great steps to safeguard it. For instance, when a shopper communicates with a member via text or phone, it is always through a masked number. This masked phone connection ends shortly after the order is delivered. In addition, the member’s address is completely removed from the shopper’s order history once the delivery is complete.
Our Experience Team can always be reached directly at ************, via email at [email protected], and via live chat on our homepage at Shipt.com. This information can be found on our website at https://www.shipt.com/contact/.
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