Complaints

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

• Initial Complaint

  Date:08/22/2024

  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.

  date of transaction: August 19th amount of money: 172.73$Instacart promised to provide me items of:Flexglo XL lights,luxury sheets,microfleece blankets,luxe support pillow,but none of them arrived.The nature of the dispute was to obtain a refund for the missing items, however they did not adhere to the customer.The business did not try to resolve the problem.No issues involving advertising.

  Business Response

  Date: 08/23/2024

  Hi ******,
  
  Thank you for reaching out to the Better Business Bureau. I apologize that you faced this negative experience with us, and we would love to get this corrected, but we are unable to find any information linking you to a recent account with us. You can reach out to us directly via email at ******************* or by calling us at ************** so that we can assist you properly. You also have the option to reach out to the Better Business Bureau with further details, if preferable.
  
  Best regards, 

• Initial Complaint

  Date:08/22/2024

  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 ordered on instacart to get best buy delivered on 8/18/24. I did not end up receiving one item (JBL earphones) after asking the shopper to cancel that item for me. The shopper mentioned they were not able to cancel, but despite that, the item was not delivered.I relayed this issue to Instacart support, but the agent taking the call did not seem to fully grasp the situation, and tried to push a refund through as "not satisfactory" and not "item missing." It seems like after that, my claim keeps getting denied, and instacart is not providing a refund for an item that was never delivered. I have instacart+ membership and order from Instacart on a weekly basis, if not even more often. This is a very disappointing experience with Instacart.

  Business Response

  Date: 08/22/2024

  Hi Yechan,

  I apologize that you faced this negative experience with us. I understand how frustrating it is that shopper was unable to remove the item and I am more than happy to provide a refund. 

  I am really sorry to hear about the difficulties you faced while trying to get assistance with a refund for the item. Its important to us that our processes are straightforward and user-friendly, and it seems we did not meet those standards in your case.

  I refunded $38.36 to your original payment method. You won't see this refund in your Instacart account.
  
  Check your bank or credit card account for the refund in 5-10 business days, depending on your bank.
  
  Im sorry there was an issue with your order. We appreciate the opportunity to make it right.
  
  Best,

• Initial Complaint

  Date:08/22/2024

  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 placed an order with Publix on the Instacart platform on August 21, 2024. Upon receiving my groceries I found that I had 2 items missing. Boar's Head Golden Classic 42% Lower Sodium Oven Roasted Chicken Breast which cost me ***** plus tax Smithfield Polska Kielbasa which cost me 3.31 plus tax.I sent in for a refund and was told NO! That is theft!!! I dont know why they would not refund for items not received!! I am asking for my money back in the total of *****

  Business Response

  Date: 08/22/2024

  Hi Thearica,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you will receive a $20.52 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

• Initial Complaint

  Date:08/22/2024

  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 purchased an instacart yearly subscription in January 2024. Come July, the service stops working. What is happening is that everytime you add something to your cart it gets automatically deleted, resulting in not being able to place an order. The first time I contacted the customer service they said the issue would be resolved in 1h. It still wasnt working later so I contacted them again, they said 3h. The next day (10h later) it was still not working. I contacted them again, they said to try again the next day, which I did, and it still wasnt working so I waited a week. Now its been over 40 days and their service still does not work. The customer service is not helping me in any way, and the only solution they have for me is to turn off the auto renewal of the yearly subscription, which is 6 months from now. I want to be refunded my yearly subscription (equivalent to 6months=25,73$). I am not paying for a service that does not work, does not honor what they offer in their yearly subscription.

  Business Response

  Date: 08/22/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.

  Im sorry that Instacart+ isnt working for you right now. I refunded your membership for $25.73. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:08/22/2024

  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.

  On August 19th at around 8 PM ET, I submitted an order through my Instacart app for 14 items from ********* primarily items I needed for my children for school. The order was dropped off on my front porch around 9:30 PM. My husband was downstairs in our house so he grabbed the items from the porch and put them away. I was already upstairs at this time helping one of my children who woke up. I went to sleep after this but was woken up at about 10:55 PM by my husband who thought he heard the doorbell. I did not as I was asleep but I sat up and heard a knock at the door. We were both startled by this. He went downstairs and I went down the hall to make sure both of my children were still in their beds. I returned to my room (situated above the garage) and looked out the window (it faces the front yard). A van was parked and running directly in front of the house with its trunk open and a woman who was visibly worried/ upset was at my door. I yelled down to my husband that there was indeed someone at the door, a woman. He heard her jiggle our doorknob and went to the side room, opened a window and asked her what she needed. She said she accidentally gave us a few items (batteries being one) that were intended for another customer and she needed them back. My husband put them in a bag, returned them to her and she stood there talking. I interrupted her, told her to leave because my kids were asleep. She did.I reached out to Instacart right away and they have not taken this seriously. They "removed her as a shopper on my account" but I am now wondering what their employee treatment is like if this woman would rather attempt to enter my home for a missed item instead of reporting it lost to her employer.

  Business Response

  Date: 08/22/2024

  Hi ******,
  

  Thank you for reaching out to the Better Business Bureau regarding your recent experience.
  

  We apologize for the inconvenience caused by the shopper's return to your home after the delivery. This should not have occurred, as our protocol does not allow shoppers to revisit a customer's address post-delivery. Instead of retrieving items, we typically offer a refund or credit to the affected customer. Please know that the shopper was removed from your orders and issued a warning for this "unwanted communication."
  

  If you would like your Instacart+ membership refunded, please let us know as we would be able to offer you a pro-rated refund.

  We appreciate your understanding and are dedicated to improving our service.
  

  Best regards,

• Initial Complaint

  Date:08/21/2024

  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.

  Issues with Order #*****************, *****************, I filed two missing item claims with instacart on aug 21st and both were denied, I'm a veteran who isn't mobile and I rely on instacart to bring me food, I need a refund for my missing items instacart, don't take advantage of the small person.

  Business Response

  Date: 08/21/2024

  Hi *****,
  

  Thank you for contacting the Better Business Bureau.
  

  Im sorry about your recent order. We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery on this order. Your account remains active, and you can still shop on Instacart.
  
  If you had an issue with replacement items, you can avoid future issues by updating your item settings to Do not replace. Visit our *********** to learn more about replacement settings.
  
  Thanks, as always, for being part of our community.
  
  Best,
  

  Instacart Customer Experience

• Initial Complaint

  Date:08/21/2024

  Type:Customer Service 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 resident of **********. California has a law "California Consumer Privacy Act (CCPA)" (***********************************) that requires companies operating in the state of ********** to enable residents of said state the right to opt-out of the sale or sharing of their personal information.I have tried for hours to Opt Out of Instacart to not avail. I have an extensive technical backgroud so the issues is not user error. I have reached out via CHAT to Instarcart's customer service - where I have been transferred at least 6 times over the past hour. Allot of blather but no help. All Ive been offered is to cancel my account. I have to believe Instacart abides by California law and has, hidden somewhere in their we site, the ability to Opt Out. All I want to know is how to opt out. Please!

  Business Response

  Date: 08/21/2024

  Hi April,

  Thank you for contacting the Better Business Bureau.

  Instacart respects customers privacy. Customers can learn more about Instacarts privacy policy or how to manage personal information by visiting the Instacart Privacy Policy at ****************************************. Additional information for California residents is located in the privacy policy and a link to opt out is also available. (****************************************#your-choices-and-data-rights)

  Please let us know if you need further assistance.

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:08/21/2024

  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 August 2, 2024 at 2:20 p.m. I placed an order through Instacart for an order placed using Aldi's in the amount of $44.72. At 3:23 an additional $10.00 was placed on my debt card for the shopping and delivery.There was about 15 to ****************************************************************************** door. As soon as I opened my door, and saw that my order wasn't there I checked the bottom of the stairs to see if the driver was lazy enough to leave it just below the mailboxes inside the building.I ran to my phone looked at the delivery photo and saw that the delivery had been left outside the building door. Not my apartment door, the main building door. I ran down stairs hoping it was there, it was not. I chatted with a agent. I was given the instructions on how to remove the tip I had given the driver, and I was told that the money would be back on my card in five to seven business days. That was August 2nd, this is August 20th. On August 19th after checking with my bank I called Instacart. Instead of being assisted with my refund the agent told me that I needed to show proof of the chat for a refund. I lost all understanding. When I logged into my account, it asked me to rate my last order, I can reorder that same order, but their software that will pull up your account based on the phone number, can't pull up the chat nor are there notations on my account that I was to receive a refund of $54.72. The moment you contact a company that has the ability to pull your info based on your email address in a chat or your phone number by a phone call. All the refund information is there. Why is it necessary for me to contact the BBB? All the information is there.

  Business Response

  Date: 08/21/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  We apologize for your missing order.

  Here is a confirmation that you will receive a $54.72 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 Answer

  Date: 08/22/2024

  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:08/21/2024

  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 charged me 106.43$ without my permission Before this false membership situation I did have one delivery, but I ABSOLUTELY NEVER GAVE THEM PERMISSION TO ACCESS MY ACCOUNT further.The money was taken out of checking account, everyone I talk to through customer service says ** already locked in and theres nothing I can do.."I DID NOT AGREE TO THISIve called them 10 times today and apparently their policy says this crazy 106$ they think is I got taken advantage of, and I just dont want this for anyone elseAll ************ **********

  Business Response

  Date: 08/21/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  Im sorry that Instacart+ isnt working for you right now. I refunded your membership for $106.43. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:08/20/2024

  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.

  An instacart gift card was purchased and gifted to me by a friend. To use the card, I had to scratch off a layer to reveal the code to activate the gift card. Three of the sixteen characters in the code were damaged and unreadable. Ive called and emailed instacart on five separate occasions. I have been told to email gift card services by customer support and to call customer support by gift card services. I have been told the call was being discontinued when I asked a representative who couldnt assist me for a supervisor. They refuse to honor the gift card. They directed me to ask my friend where the card was purchased and go to that store. Unfortunately, it is not possible to ask my friend the location of the purchase. Instacart has the $100 which was provided for a gift card and the gift card is unusable due to a damaged code. The card is not lost or stolen. Instacart refuses to provide a code to make the card redeemable. Instacart should be responsible to honor the purchase of the gift card.

  Business Response

  Date: 08/22/2024

  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 Answer

  Date: 08/24/2024

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