ComplaintsforInstacart.com

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a terrible experience on August 9th with Instacart where my groceries were damaged by the driver. I contacted instacart right away and was given a credit of $70. I realized a day later that the majority of the rest of the groceries were soiled/damaged and I contacted Instacart again. They stated they would refund me $151.86. I have yet to see that refund and I have contacted them on 3 different occasions and was told give it till the end of the day or someone will reach out in 24 hours or give it ***** hours and I assure you the refund will be there- well- NONE of this happened. I told them I would give them till Monday - today is Monday and nothing. I just want my refund like they promised! Usually I have great experiences with Instacart but this one experience has been a nightmare.

  Business response

  08/19/2024

  Hi ****,

  I apologize that you faced this negative experience with us. I understand how frustrating it is that you receive items that smelled of smoke and I am more than happy to provide a refund.

  The issues below are related to the order you placed on Aug 9 from Price Chopper. You can review your receipt at ***************************************************************.
  
  Order Issues:
  - Premium Original Fresh Stacks Saltine Crackers (previously resolved)
  - Doritos Tortilla Chips Cool Ranch Flavored 14 1/2 Oz (previously resolved)
  - SANTITAS Tortilla Chips, White Corn (previously resolved)
  - smartwater Vapor Distilled Premium Water Bottles (previously resolved)
  - ***** Soda Cola 16.9 Fl Oz, 6 Count (previously resolved)
  - Schweppes Ginger Ale (previously resolved)
  - ********************************************** (previously resolved)
  - Yellow Sweet Corn (previously resolved)
  - *********** Chocolate Chip Cookies (previously resolved)
  - *********************** & Crannies, 6 count, Original English Muffins (previously resolved)
  - Wonder Bread Bread, Classic White (previously resolved)
  - ******** Own Salsa, Mild, Chunky (previously resolved)
  - Barilla Elbows Pasta
  - V8 Original 100% Vegetable Juice
  - ***** Pan Creamy Peanut Butter Spread
  - Banana
  - ********* Corn Flakes Cold Breakfast Cereal, 8 Vitamins and Minerals, Healthy Snacks, Original
  - Raisin Bran Breakfast Cereal, Fiber Cereal, Family Breakfast, Original
  - Market 32 Yellow Onion Bag, 2LB
  - Barilla Thin Spaghetti Pasta
  - ********* Coke Fridge Pack (previously resolved)
  - Contadina Tomato Paste (previously resolved)
  - RO*TEL Original Diced Tomatoes and Green Chilies (previously resolved)
  - Tuttorosso Peeled Plum Italian Style Tomatoes (previously resolved)
  
  Actions we've taken:
  - Refunded $147.66 USD to your original payment method
  - Added a $70.64 USD credit to your account
  
  You wont see this refund in your Instacart account. Refunds appear in your bank account as a reduction to the initial charge or a separate line item. Please allow 5-10 business days for the refund to process, depending on your bank. Check out our help center to learn more about refunds.

  Best,

  Customer response

  08/19/2024

  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

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Ninja Creami two weeks ago. The machine was delivered with a broken part. I contacted Instacart over 10 times since the incident to resolve the issue. They repeatedly stated this would be handled within ***** hours, and I would be receiving email confirmation of the progress. Its been two weeks. Ive spoken with Instacart every two days. I am asked to wait a day or two each time. I filled out the proper forms and submitted pictures of the damages piece. Instacart keeps blowing me off, ending the chat without my consent or a resolution, and telling me to wait a day. I am out $200 on an item that does not work. I have been an Instacart customer for many years and spent thousands with the company. I need this money back, as I have a machine that doesnt work. Instacart told me to try and return it to the store, however, the store said they do not accept Instacart returns. Furthermore, Instacart sent me an email saying that returns are not accepted at this store. I need the refund.

  Business response

  08/19/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  I would like to extend my sincere apologies for the issues you experienced with the Ninja CREAMi Deluxe 11-in-1 Ice Cream and Frozen Treat Maker purchased through us, and for the challenges you faced when attempting to return the item at ****** and during your customer service call.
  

  Understanding the magnitude of this issue, we have processed a refund of $205.78. This is intended to cover the full cost of the product as a means to rectify the inconvenience caused.

  Check your bank or credit card account for the refund in 5-10 business days, depending on your bank.

  We are genuinely sorry to hear about the condition of the product upon arrival and the issues faced during your return attempt at ******. Moreover, it is disappointing to learn about your unsatisfactory experience with our Customer Experience team. We strive to provide excellent service, and it seems we fell short in this instance.

  Thank you for your patience and understanding. We appreciate your business and look forward to resolving this issue for you promptly.
  

  Warm regards,

   

  Customer response

  08/19/2024

  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

  08/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had my account restricted for "too many complaints." All of my complaints have been valid. When things are damaged I take photos and submit them. Every other order something is missing and I'm currently out $3.99 for coffee that was NOT delivered. Basically I pay the monthly fee and when a shopper messes up I have to eat the cost of whatever wasn't delivered. That's illegal. You can't charge for goods not delivered. Its not just refunds I can no longer apply for. I can no longer ask for shoppers to be removed from my account. I have a creepy guy that cheats the system and dumps groceries on my porch and runs before I am notified he is even on his way putting my groceries at risk of theft because this is *******. It's a dangerous theft filled city. He keeps showing up to my house even after I have asked that he stop being sent. That bothers me more than not getting refunds. I can not control the shady people coming to my door. And half the people who show up aren't even the people on the shopper profile. At this point I want my $3.99 back and I'm cancelling my account at the end of this month. I've had years worth of issues and this was the last straw. I just want my money back so I can part ways with this company for good.

  Business response

  08/18/2024

  Hi ****,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you will receive a $4.26 refund to your original method of payment, which can take 5-10 business days to process.
  
  I am so sorry again for the inconvenience. Thank you for being an Instacart customer!
  
  Best,

  Instacart Customer Experience

  Customer response

  08/19/2024

  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

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on Instacart yesterday, 8/16/2024 and did not realize until today (8/17/2024) that I inadvertently subscribed to Instacart+ in the process. I was charged $104.94 for the subscription that I did not want. When I called today, 8/17/24, the representative said they cannot cancel my subscription nor can they refund me the $104.94. It's an absolute rip-off when the one time accidental use of a membership I didn't want in the first place won't be refunded the DAY AFTER realizing I ever clicked the button to sign up for it. They make it too easy to accidentally do so and the fact that they won't refund me is ridiculous. **************** was not helpful at all nor were they willing to put me through to speak with their manager regarding this. This rule they have in place is a complete money-making scam on customers who simply want to use the service without being tied into a yearly expensive membership.

  Business response

  08/18/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.

  I apologize that you faced this negative experience with us. I understand how disappointing it can be to be charged for a membership you did not want.

  Good newsI can give you a prorated refund of your Instacart+ membership. The prorated amount is based on when you signed up for membership and how often you used it.
  
  Ive cancelled your membership, and youll get your $104.45 refund in 5-10 business days.
  
  Please let me know if you have more questions.
  
  Best,

  Customer response

  08/19/2024

  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

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged by Instacart for a membership. I didnt sign up or authorize this. I canceled the membership,but they said I couldnt get a refund. They acknowledged that I might have inadvertently signed up for a free trial without knowing it and then it automatically renewed without my permission. They keep saying that they cant refund me based on their policy.

  Business response

  08/17/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau. We understand your concern and apologize for any inconvenience.
  

  We've refunded your membership at a prorated amount of $98.01. It was pro-rated due to 1 orders that were placed under this subscription from Aug 13, 2024 - Aug 14, 2025.
  

  Check your bank or credit card account for the refund in 5-10 business days, depending on your bank.
  
  Best,

  Customer response

  08/17/2024

  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

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Instacart charged my credit card ****** in error for a monthly membership that shouldve been 9.99. Asking to be refunded.

  Business response

  08/15/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Im sorry that Instacart+ isnt working for you right now. I refunded your membership for $106.92. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

  Customer response

  08/15/2024

  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,
  
  ******* Session

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #***************** I am writing to file a formal complaint against Instacart regarding a recent order that resulted in the delivery of near expiry 6 bottles cough medicine. This incident is deeply concerning and has raised significant doubts about the companys commitment to customer safety and product quality.Today I placed an order through Instacart, which included 6 bottles of cough medicine. Upon receiving the delivery, I noticed that the medicine is expiring soon. Typically expiry is always 30 months away. It is impossible not to mention unhealthy to consume 6 bottles before expiry. As you can imagine, this is not only unacceptable but also potentially dangerous. Expired medications can lose their effectiveness or, worse, pose health risks if consumed. The fact that such a product was delivered to me demonstrates a severe lapse in quality control on Instacarts part.I immediately contacted Instacarts customer service to report the issue, expecting a prompt and satisfactory resolution. However, the response I received was unsatisfactory and did not adequately address the seriousness of the situation. I was not even offered a refund for the near expired product even after sharing pictures with their India based support team.As a consumer, I trust that the products delivered to me are safe and within their expiration dates. This trust has been seriously undermined by this incident. I strongly urge Instacart to take this matter seriously and implement stricter quality control measures to ensure that expired products are never delivered to customers again. It is crucial for the company to prioritize customer safety and uphold the standards expected of a reliable service.I hope that by filing this complaint with the Better Business Bureau, Instacart will take the necessary steps to prevent such incidents from occurring in the future and restore consumer confidence in their service.

  Business response

  08/15/2024

  Hi ********,

  I apologize that you faced this negative experience with us. I sent you an email with further communication on this issue so we can assist you properly. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to that email.
  

  Best,

  Customer response

  08/15/2024

  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

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  they hired terrible people as their shoppers. and then the only resolution that they will ever give you is to refund your money. it doesn't matter if the shoppers keep your items. they will not redeliver.. their customer service offers zero to no help. it took them 6 hours to deliver my items for miles from the store

  Business response

  08/14/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.

  We apologize for the late delivery of your order.

  Due to the damaged and missing items we have refunded $24.85 to your payment method and added a free delivery of your next order. 

  Please let us know if we can assist with anything else.

  Sincerely,

  Instacart Customer Experience

  Customer response

  08/15/2024

  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

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have ordered 2 items of order value $52.86 from ******* using Instarcart on August 3rd. One of the items, Apple 240W USB-C Charge Cable - White is missing from the order delivered. I contacted instacart multiple times and provided appropriate picture of the bag which I received. However, they denies to process the refund and closes the support ticket every time without proper resolution.The delivery person left the bag at the reception instead of calling me. However, I have clearly instructed to call me and choose the don't leave the order at my door option in the instacart app. Why there is this option in the app if instacart is not able to honor this? This has resulted in missing item and The fault is clearly with instacart for allowing this to happen. I request to refund my money ($29 + sales tax) back for the missing item.

  Business response

  08/14/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  We understand your concern and apologize for any inconvenience.
  

  I issued a refund for the Apple 240W USB-C Charge Cable, reported in your initial outreach to Instacart, in the amount of $30.92. You won't see this refund in your Instacart account. Please check your bank or credit card account for the refund within 5-10 business days, depending on your bank.

  Best, 

  Customer response

  08/15/2024

  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,
  
  Satya A

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today at 12:56 PM, Instacart contacted me saying that I have an open dispute on my account, acting as if the dispute wasnt valid. They said that I cant place orders until I contact my bank to withdraw my dispute. I will not for this indecent nor for any future incident withdraw a dispute created due to a company not willing to refund me for missing, damaged, or incorrect items and claiming that I have filed too many disputes. Every charge I disputed was for a reason. They are referring to the most recent chargetotaling of $33.78. This is a valid dispute. They refused to compensate me for my missing items and unwanted items for the reason of having too many disputes on my account so I filed a chargeback with my bank. The shopper should have refunded the items that were NOT in stock and delivered ALL of the items that WERE. The Jarritos were missing, I did not ask for the Signature Farms carrots to be replaced with Organic brand carrots. He didnt deliver the Orange Yogurt. He Didnt deliver the potatoes. The other order on August 10, 2024, I got overcharged. I got charge for **** meat worth only $13.37 by $3.09, totaling to a fake amount of $16.46 on Instacart. The other order yesterday, I got overcharged again with ground beef. The meat had a fake price of $12.05 on Instacart but it actually costed $10.71 in the store. An overcharge of $1.34. Additionally, I got overecharged $2 for some Red Bell Peppers that I know are always worth $0.99 or less when I buy them!

  Business response

  08/14/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.
  
  We apologize for the inconvenience caused. I am showing at this time your account is active but the disputes might effect your account in the future.

  We work with retailers to bring you the same prices that are in the store, but its ultimately up to the retailer to set their Instacart prices. Thats why some retailers are more expensive on Instacart.
  
  We dont honor in-store discounts, but we do offer hundreds of exclusive coupons.
  
  Here's how you can check the pricing policy for each retailer
  Go to the main page of the app or the Instacart.com (US) or Instacart.ca (******) homepage and select a retailer
  Beneath the retailers logo at the top, you see the different pricing policies (for example: Everyday Store Prices, Higher than in-store prices, or View pricing policy)
  Tap on More info
  Scroll down to Pricing for more information
  
  For more information visit the Instacart Help Center **********************************************************
  
  Best,

   

  Customer response

  08/14/2024

   
  Complaint: 22142028
  
  I am rejecting this response because:

  As I said before, you have refused to compensate me for my missing items and unwanted items. For the order on August 10th, I requested for a 2 baby cut carrots, each weighing 16 ounces because the shopper told me I was getting a deal. It was not a deal and I ended up paying more for less, and the carrots were Petite, not Baby Cut as I requested.You owe me $7.98. I will sue you.

  ***********************

  Business response

  08/20/2024

  Hi ******,
  
  Thank you for contacting the Better Business Bureau.
  
  Here is a confirmation that you will receive a $16.68 refund to your EBT account. EBT refunds occur the same day.
  
  I am so sorry again for the inconvenience. Thank you for being an Instacart customer!
  
  Best,

  Instacart Customer Experience

  Customer response

  08/20/2024

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

*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. ↩