Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/29/2024

  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.

  Numerous times if I leave my payment method on file even if ******, an unknown charge pops up on my account and because it's a pending charge nobody will help me. That charge will stay pending on my account for 7 business days, tying up my money in my bank. I've complained several times about this and no one will help me. I need something done or I'm going to file a fraud against the company for this continuation of pending fraud charges appearing on my account.

  Business Response

  Date: 09/29/2024

  Hi *****,
  

  Thank you for contacting the Better Business Bureau.
  

  We understand how frustrating authorization holds are on your bank account. Instacart places temporary authorization holds on your card when you place an order to account for potential changes in the final total due to added items, items replaced at a different price, and the actual weight of items.
  
  The hold is typically around 15% higher than your estimated order total and rounded up to the nearest $5 increment. Banks typically release the authorization hold after the order delivers or cancels. It can take 7 business days for the pending charge to drop, depending on your bank.

  Unfortunately, the email address and phone number associated with this issue are not attached to your account. Please reply with the email address or phone number associated with your account and we will look further into the authorization hold.

  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22354739
  
  I am rejecting this response because:

  This happens a week or sometimes months after placing an order.

  MY email is *********************** and was put in the complaint.

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

  Business Response

  Date: 10/02/2024

  Hi *****,
  

  Thank you for reaching out to the Better Business Bureau.
  

  We completely understand how frustrating it can be to see authorization holds on your bank account. Instacart uses these temporary holds when you place an order to cover any changes in your final total, such as added items, replacements at different prices, or variations in item weight.
  

  Typically, the hold is about 15% higher than your estimated total and rounded to the nearest $5 increment. The bank should release this hold once your order is delivered or canceled, though it may take up to 7 business days for the pending charge to disappear, depending on your bank's policies.
  

  Warm regards,
  

  Instacart Customer Experience
  
  

  
  

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22354739
  
  I am rejecting this response because:

  Yet again not listening nor reading. Why can't you understand that I will not have placed an order in over a week or even months then suddenly a pending charge for your company comes through. You hold up my money for over 7 business days and that's not right. Stop repeating yourself and look into this.

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

  Business Response

  Date: 10/15/2024

  Hi *****, 

  Thank you for contacting the Better Business Bureau.

  I understand your concern regarding charges appearing after an order's completion. These are normally reconciliation charges, applied when the final order total exceeds the amount you initially authorized. Such fees may arise for various reasons, including replacement items costing more than the original selections, surpassing the authorized amount. To verify, can you confirm the amounts showing in your account? 
  

  Thank you for your understanding.
  

  Best regards,

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22354739
  
  I am rejecting this response because:

  Wow, just wow! You just are not reading and understanding my issue at all! I have kept saying over and over again that these charges just randomly appear. I haven't placed an order at all and, again, suddenly out of the blue a pending charge comes through. You then hold that pending charge for over 7 business days. Why is this so difficult for your company to understand. I literally HAVE to remove my debit/credit card so this won't keep happening since your company refuses to look into this. Again, I'll repeat myself. PLEASE READ CAREFULLY!

  I HAVEN'T PLACED AN ORDER FOR WEEKS THEN SUDDENLY A PENDING CHARGE COMES THROUGH AND YOUR COMPANY IS REFUSING TO LOOK INTO THIS. THAT PENDING CHARGE STAYS ON MY BANK ACCOUNT FOR OVER 7 BUSINESS DAYS.

  Why is this so difficult to understand?

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

  Business Response

  Date: 10/16/2024

  Hi *****,
  
  Thank you for contacting the Better Business Bureau.
  
  Please provide a screenshot of all the charges you are seeing so, we can further investigate. 

  Best,

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22354739
  
  I am rejecting this response because:

   

  As stated, again, these are pending charges so I don't have all the ones that have shown.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/23/2024

  Hello *****,

  Thank you for reaching out to us today. Im sorry about the issues youve encountered with your account.

  After investigating with the email you provided, I found another related account associated with the same credit card. The charges you highlighted in the screenshot are for orders placed under that account. 

  We understand how frustrating it can be to see charges appear after an order's completion. Typically, these charges represent the final amount posted after the authorization holds are released. Unfortunately, we are unable to expedite the release of these holds, as it is dependent on your financial institution. 

  In the meantime, if you notice any other charges not associated with an order placed within the previous week, please let us know. We apologize for any confusion this may have caused.

  Thank you for your understanding, and if theres anything else we can assist you with, feel free to reach out.

  
  Best regards,

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22354739
  
  I am rejecting this response because:

  I don't have another account. Stop making s*** up. If there is another account, who is it and why do they have my debit card information? What email is this under? What name is this? I just have this account under *********************** that I use, no other account.

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

  Business Response

  Date: 10/25/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.
  
  I apologize for any inconvenience this may have caused and completely understand your frustration. These charges are for the orders you have placed under your account. The charge of $26.06 was for your order on September 23, 2024 for the two cases of soda you had in your order. The remaining items were charged to your EBT card on file. We should have emailed you a receipt for your order.

  Thank you for your patience and understanding.
  
  Best,

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22354739
  
  I am rejecting this response because:

  Now you owe me $192 for deleting the wrong account. I was trying to delete an old account under an old email since I haven't used it since 2018. It seems that you retaliated now and deleted my current account under *********************** that had my membership that I paid for that was for a year. I barely had the membership for 3 months. This retaliation you've done is not right and I demand my full membership that I paid for plus compensation for all I've been put through. You refuse to investigate further and keep claiming these pending charges that show up are for orders which I keep saying over and over and over and over again that for weeks I had not placed an order then the charge shows up. Instead of retaliating and deleting my account, you should have worked with me instead of doing that. You've hurt your business reputation and I won't hesitate now to persuade everyone to stop using your service as my retaliation.

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

• Initial Complaint

  Date:09/28/2024

  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.

  As a new instacart driver/shopper, it is a requirement to complete training sessions and modules to open up new opportunities. I noticed, there was a charger of $30.50 for some sort of cooler bag taken off my hard earned income. Within 5 minutes, I contacted customer support and they were not able to accommodate nor refund me $30.50. I asked to be connected to a supervisor and they were not able to assist or accommodate either. I asked for a manager and was promptly disconnect as there was no one else that could help. I am filing this complaint as this is unacceptable.

  Business Response

  Date: 09/29/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  Instacarts insulated bag policy recommends all shoppers use insulated bags or hard coolers to deliver temperature-sensitive foods, improve order quality, and ensure food safety. You can get insulated bags through us or use your own.

  Please see the requirements at the following link.

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

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

  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22354423
  
  I am rejecting this response because:

  I have my own insulated bags that YOU already approved. I should not be charged $30.50 for a BAMKO bag for completing YOUR mandatory training session.
  
  Sincerely,
  
  ***** M

  Business Response

  Date: 10/01/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  We are unable to refund the insulated bags once they are shipped.

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

  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22354423
  
  That is quite unfortunate as I contacted you guys to resolve the issue before shipping and yet you guys were not able to assist. 
  
  Sincerely,
  
  Joyce 

  Business Response

  Date: 10/15/2024

  Hi *****, 

  Thank you for contacting the Better Business Bureau regarding this matter.
  

  I apologize for any inconvenience this issue may have caused and understand your frustration. BAMKO bags are optional, provided you have an approved cooler bag. These bags can only be ordered by shoppers, and it's important to note that they are non-returnable. The ordering process specifies that all sales are final.

  Thank you for your understanding.

  Best,

• Initial Complaint

  Date:09/28/2024

  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 am a handicapped senior and have been using insta cart for 5 yrs.I recently discovered they are disregarding my $0 tip.I pay my shoppers in cash upon delivery.They then add an additional tip to my account.I have asked on more than 1 occasion they not do this. As a consumer, they totally disregard my request. This is robbery!They will not return my $$ to my account.

  Business Response

  Date: 09/29/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  We (Instacart) suggest a default tip based on factors like order details or previous tip selections. All tips can be adjusted within the two hours after delivery to whatever amount you would like to change it to, including zero if you pay the shopper with cash. Unfortunately, Instacart is unable to adjust the tip at any time, as only the customer has the ability to change the tip.

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

  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:09/28/2024

  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.

  Instacart vets peoples account to block them. I"ve have an account that they blocked without any explanation or any violatiob on my part. They required me to send my personal information and credit to still not resolve the issue . This has happened to many of my friends who have endured this discrimation

  Business Response

  Date: 09/29/2024

  Hi Claudinette,

  Thank you for reaching out to us about the difficulty you're experiencing with your Instacart account. I understand how frustrating it can be to have your account blocked without clear communication or resolution.
  

  We apologize for any inconvenience this has caused and for any distress related to submitting your personal information without a timely resolution. Please know that we take these concerns seriously and are committed to addressing them.
  

  In order to assist further:
  Could you please confirm the email address and any related details associated with your blocked account? This will help us fast-track your case to ensure a thorough review.
  

  Our team is committed to upholding fair practices and transparency, and we want to assure you that we are investigating the situation to provide a resolution promptly.
  

  We appreciate your patience and understanding as we work to resolve this for you. Please feel free to reach out if you have any other questions or need further assistance.
  

  Best regards,

• Initial Complaint

  Date:09/28/2024

  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.

  Submitted a request nearly a year ago to have my account deleted. The company has failed to process the request, refuses to process it, and is forcing me to keep my account and threatened legal action against me. I just want my account deleted.

  Business Response

  Date: 09/29/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Your request for the deletion of your account is being processed. Please email ********************************** if you need more information.

  Best,

  Instacart Customer Experience

   

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22353986
  
  I am rejecting this response because: I need a final confirmation that the account will actually be deleted from Instacart via email. When you delete an account on the platform they send you a confirmation email to verify and submit the request. And I have already contacted the customer privacy support about this issue and it wasn't productive. Once I get confirmation that the account will actually be deleted then all is good and we can move forward.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/01/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Your personal information has been deleted from the main database.

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

  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 10/03/2024

  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

  Date:09/28/2024

  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.

  Here is the text I filed through the business customer service portal. Three strikes and you are out. On this final strike, you delivered an order that included milk, eggs, fresh meat/chicken, frozen items, and deli 90 minutes ahead of the requested scheduled time and didnt bother to ring the doorbell (electronically monitored so it is recorded) so no one inside the house knew it was there (I did not select contactless delivery). Not only that but it was left in direct sunlight on a hot day. Now I have to suspect the viability of at least half of an almost 400 dollar order. After the last order (where you substituted a non gluten free item in place of a gluten free item on an order where no substitutions was requested), I thought I would give you another chance and this is what you accomplished.I am forced to conclude that either you provide no training to your employees, you have no oversight of their performance, and/or you dont care about your customers or the quality of your service.A copy of this will be provided to the better business bureau and local mainstream media outlets will be contacted to see if they are interested in a public service item on how ****** and Instantcart do business with perhaps them contacting our local public health department for their ******** say I am highly disappointed with your lack of quality and poor service would be putting it mildly.

  Business Response

  Date: 09/29/2024

  Hi *******,

  Thank you for sharing your feedback with us. I sincerely apologize for the service issues you've experienced with your recent orders, particularly regarding the delivery timing and handling of perishable items.
  

  Delivering your order 90 minutes ahead of the requested time without alerting you, especially on a hot day, is a clear oversight and not in line with our standards. I understand your concern about the viability of the items delivered under these conditions.
  

  Similarly, I truly regret the substitution error in your previous order and any inconvenience it may have caused, especially given your dietary requirements. These issues highlight areas where we must improve.

  I understand your frustration and that trust may have been impacted. 

  If there are items from your order that you suspect were compromised please reach out to Kroger directly. 

  You can reach Kroger's customer service through the following:
  Phone: ************** ***************)
  Email: Through their Contact Form
  Mail: Customer Relations, The *********** *************************************************************************************
  

  Their team should be able to provide additional support and address any concerns you might have about your experience.
  

  Thank you for your patience and understanding as we work to address your issues. If there's anything else we can do on our end, please let us know.
  

  Best regards,

   

• Initial Complaint

  Date:09/28/2024

  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 scheduled a delivery of groceries from my local grocery store on Sept 27, 2024. I went to check out as usual, and all looked as it normally does. But then I get an email from instacart that I was signed up for a membership. I instantly checked my bank account to see that the had charged me $99 for this annual membership that I did not knowingly sign up for. I reached out to instacart customer service, but they said that they could not refund me because I had "taken advantage of the service" of the membership already (meaning that I received free delivery of the groceries I had just purchased). I explained to them that I absolutely did not authorize a $99 charge on my account, or sign up for any kind of membership, and that I wanted to have it cancelled and refunded right away. This all happened within ***** hours after my purchase. I am seeking refund of my $99 that I did not authorize them to charge me. I have reached out to many of instacart's customer service **** now and all say that per policy, they cannot and will not refund the charge. They have tricked me, and many others by the looks of it in many online forums, into signing up for an annual membership just by clicking the button to buy your groceries as you usually would. I would have never knowingly signed up for any kind of instacart membership, especially if I had known that it cost $99. How can I get this refunded?

  Business Response

  Date: 09/29/2024

  Hi ******,

  Thank you for reaching out and sharing your concerns regarding the unexpected membership charge. I apologize for the inconvenience and confusion this situation has caused.
  

  I understand that you did not authorize the $99 annual membership and that this was charged during your recent purchase on September 27, 2024. We take these matters seriously and want to ensure clarity and satisfaction in your interactions with Instacart.

  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 $98.52 refund in 5-10 business days.
  
  Please let me know if you have more questions.
  
  Best,
  
  

• Initial Complaint

  Date:09/28/2024

  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 September 27, 2024, I tried to place an order using Instacart. Upon adding items to my cart and clicking complete order where the fees pop up and you are allowed to make adjustments. The app malfunctioned, it went white, continued to reload and submitted an order. I did not see a total cost or option to select tip or view fees. I contacted their customer service telephone # immediately. The ***resentative, also confirmed something went wrong with the app. He could not see anything and the only information he had was tip was zero. I received an email and a debit from my acount for nearly $300. The order itself was $250 with a $21 tip. That is absolutely insane, I contacted their customer service 2 more times. Spoke with a *** and a supervisor. They just responded I was wrong. Nothing happened with the app and their ***resentative was wrong. This is unacceptable. In no other retail situation can a retailer essentially charge you blindly. There should be a record tied to my email and phone number. At no point is a $300 instacart order acceptable. Their initial response also was to pull the tip from the shopper. Which is just unethical. Neither the shopper or myself made the error. I would request a refund to my personal card not their app. I do not want to be locked into using them again. Their customer service just ***eated the same lines to me. It was clearly scripted with no options.

  Business Response

  Date: 09/29/2024

  Hi *******,

  Thank you for contacting us regarding your recent experience with our app on September 27, 2024. We understand the seriousness of the issue you've described and appreciate you bringing it to our attention.
  

  I apologize for any inconvenience caused by the app malfunction that led to an unexpected order submission and charge. While our policy typically holds transactions final once processed, we recognize that technical issues can impact your experience and understanding at the time of purchase.

  You may see a default tip suggested based on the order details or on your previous tip selections. You can modify your tip during checkout, when you rate your order, and again after your order is delivered.
  
  You can increase your tip up to 14 days after delivery or reduce your tip up to 2 hours after delivery.

  Thank you for your patience and understanding. We strive to ensure customer satisfaction and are here to assist you.
  

  Best regards,

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22353298
  
  I am rejecting this response because: it is unethical. My complaint was not about the tip which was excessive. It was about the entire charge. I was not shown a final total.  It did not allow me the opportunity to edit my cart after seeing what their up charge total would be. It was a blind purchase, I did not see fees, total cost, tip or tax. That is unacceptable at any retailer virtual or brick and mortar. You cannot just charge anything blindly without my consent. Take the tip away from the shopper. Is not a response nor is that reasonable. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/02/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  While reviewing your most recent order, we see you were given an Instacart credit for $18.55 for the difference in your order. If you would prefer a refund to your original form of payment, please let us know.

  We appreciate your business with ********* and our retail partners,
  

  Best,
  

  Instacart Customer Experience

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22353298
  
  I am rejecting this response because:
  
  This is the ** response I also received from the chatbot. This does not address what happened. Nor does it offer any resolution. 

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

• Initial Complaint

  Date:09/28/2024

  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 September 28th, 2024, an order was placed with Instacart, and regrettably, the delivery was incomplete. The most essential item, the milk, was missing. It is perplexing how such a significant item could have been overlooked. This recurrent issue with my Instacart orders is entirely unacceptable.This recent order presented several problems: two garlic bulbs were spoiled, the Hostess Donettes were stale and inedible, and the Sweet Cream Chobani, milk, and soup were all absent. Even the grapes were withered and ********** exacerbate the situation, it was exceedingly challenging to locate a chat button or telephone number to address these missing items. The only provided recourse was to report the issues and receive a credit, which appears to conveniently favor Instacart exclusively. This approach does not benefit the customer, as it obliges us to make future purchases instead of receiving a refund for the deficient or damaged items. I was notified by a supervisor named **** that Instacart has recently altered their policy to solely offer online credit, making it arduous to communicate with a representative and obtain a refund to my credit card. I had to resort to searching for "Instacart Chat" online to engage with a representative due to the unhelpful nature of the app. This change in policy and the limited options available feels like an exploitation of hard-earned funds. Furthermore, ********* does not permit the modification of the tip for the shopper until purportedly 2 hours after the delivery, a matter that ****, the supervisor, declined to address.All that was sought was a refund for the missing and inedible items, yet Instacart declined to provide assistance and offered nothing beyond an apology. This is the reason why numerous individuals are transitioning from ********* to ******* Plus.

  Business Response

  Date: 09/29/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you will receive a $18.33 refund to your original method of payment, which can take 5-10 business days to process.

  Only our customers can adjust the tip within the two hours after the delivery. Instacart agents are unable to adjust the tip at anytime.
  
  I am so sorry again for the inconvenience. Thank you for being an Instacart customer!
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 10/01/2024

  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. 

  I was NOT refunded the tip and NO WHERE on the Instacart app was there a spot to delete it with the 2 hours. Instacart is lying about that option on the app and on the website. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/28/2024

  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.

  On 9/21/24, I ordered grocery items from instacart including 2 boxes of nature's path honey'd corn flakes. 2 boxes were delivered to me but my receipt from the ********* website showed that I was charged for 5 boxes. I complained to the instacart shopper/delivery driver and she sent me a text message with a snapshot of the receipt in her hand showing 2 boxes of cereal. So I don't understand why such discrepancy. I'm concerned about it. If I didn't go back and review my receipt, I would not have noticed. I then wrote a complaint to ********* asking for someone to reach out and explain the discrepancy to me. I still haven't heard from them. I received an automatic reply stating that a certain amount will be credited to my account and it will be applied during my next purchase. My issue with this is that I have received a similar promise a couple of times before when I complained about damaged grocery items and I had to call instacart to redeem my credit. It did not automatically apply to my next purchase like ********* promised. I'm beginning to lose my confidence in the way ********* does business considering the recent discrepancy and a couple of failed promises.

  Business Response

  Date: 09/29/2024

  Hi Onyeije,

  Thank you for reaching out to us regarding the discrepancy with your recent order on September 21, 2024. I apologize for the confusion and frustration this has caused you.

  I am sorry to hear about the delayed response to your complaint and the issues you've faced with redeeming promised credits in the past. I assure you that we take these concerns seriously and are committed to resolving them.

  We resolved your issue 9/22/24 with $15.73. You can find this credit in your account settings.

  Best,

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22352073
  
  I am rejecting this response because: It's the same old problem. Look at the screenshot I've attached. It shows "available credit" as $0.00 When I see that, there's no credit that applies to my next purchase. Then I end up having to call them on the phone. Other issue is that there's still no explanation for why I ordered 2 boxes of cereal and I ended up being charged for 5 boxes. Seems fraudulent to me. If I did not review my receipt afterwards, I would not have noticed. I really really need an explanation for this!!!!

  
  Sincerely,
  
  Onyeije Ozurumba

  Business Response

  Date: 09/30/2024

  Hi Onyeije,

  Thank you for your response.

  Please review the credits under promotions.

  It will apply at time of checkout.

  Best,

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 22352073
  
  I am rejecting this response because:

  Instacart is still avoiding giving me an explanation why I would order 2 boxes of cereal and I end up being charged for 5 boxes. That's a fraudulent business practice. I'm going to raise awareness about this and write some internet reviews. I don't have time for games. Silence is not an option for me.
  
  Sincerely,
  
  Onyeije Ozurumba

  Business Response

  Date: 10/12/2024

  Hi Onyeije,

  Thank you for contacting the Better Business Bureau.

  Upon reviewing your account, I found that a credit of $15.73 has been applied. You can view this credit under the Promotions tab in the screenshot you provided, where it is listed as "$15.73 off of any store." Credits applied by us are typically displayed in the Promotions tab. Once you add items to your cart and proceed to checkout, the credit will automatically be applied to your order.

  Thank you for your patience. 

  Best,

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22352073
  
  I am rejecting this response because:

  This response is equivalent to no response. Since Instacart has intentionally avoided answering my question of why I was charged for 5 cereal boxes instead of the 2 boxes I ordered, they will surely hear from me through different media or mediator. It's just a matter of time.
  
  Sincerely,
  
  Onyeije Ozurumba

  Business Response

  Date: 10/16/2024

  Hi Onyeije,

  I understand your frustration regarding this issue. We have issued a credit for the quantity discrepancy. We apologize for the disappointing experience you had with us. While we strive for every order to go through smoothly, sometimes due to different factors, security measures, and other logistics, we sometimes fall short. Thank you for sharing your feedback. We hope that as we update the platform, we have a chance to shop for you again in the future!

  Best,

  Customer Answer

  Date: 10/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22352073, and find that this last response was better even though it still does not answer the question of why someone would buy 2 boxes of cereal and end up getting charged for 5 boxes. Is it a human error? Machine or computer error? Whichever one it is, I wonder what you are doing to fix it so that customers don't get ripped off. It's okay that I get a refund but that does not fix the problem going forward. You also need to look into your process of giving refunds or credits. You promise that refunds or credits will be applied to the next purchase but most of the time, I'm forced to call on the phone in order to have a customer service rep apply the credit. It seems as though it's a strategy used to discourage customers from making false claims. This is time consuming which defeats the purpose of using this shopping service. Also for the times I've had a damaged item delivered to me, I wish there was a way to return it or exchange it. Sincere speaking, this experience has shaken my confidence in instacart. Now I have to decide whether to keep instacart or only use it for emergencies. 
  
  Sincerely,
  
  Onyeije Ozurumba