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:08/04/2024

  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.

  I am writing to formally request assistance with a billing issue I have encountered with Instacart. On August 2, 2024, I was charged $99 for an annual subscription to Instacart. I did not authorize or consent to this charge, nor do I wish to have an annual subscription with Instacart.Despite contacting Instacart directly and explaining that I did not make or approve this subscription, the company has informed me that they are unable to issue a refund. This charge was made without my knowledge or permission, and I am requesting a full refund of the $99.I would appreciate your help in resolving this matter promptly. Thank you for your time and assistance.

  Business Response

  Date: 08/04/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Im sorry that Instacart+ isnt working for you right now. I refunded your membership for $98.33. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 08/05/2024

  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:08/04/2024

  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.

  Instacart charged my Chase credit card for annual membership fee and then a few days later froze my account preventing me from using the service. I would like to get my membership fee back since they have taken the money and blocked me from actually using the membership. This occurred on 8/4/2024. I tried to resolve this with customer service. There was no reason to block my account and if they were going to block me from using the service, I should be able to get my money back. The customer service representative would not help me resolve anything. He said it was not their company policy my account is blocked so there is nothing he can do.

  Business Response

  Date: 08/04/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Im sorry that Instacart+ isnt working for you right now. I refunded your membership for $107.42. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 08/05/2024

  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:08/04/2024

  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.

  I have constantly been taken advantage by the ****************** Their shoppers and their customer service agents have treated me so poorly. My orders are inaccurately shopped, food is of poor quality when it is shopped and frequently the order is dropped altogether. Orders are consistently late and customer service and supervisors are only willing to compensate you $5 for the inconvenience which is laughable. This happens with every order. *** spent so much money in tips and my time. I need to be compensated.

  Business Response

  Date: 08/04/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  We are sorry for the poor experience you have had using our platform. Please be more specific on the issues you have encounter and we can look further into the orders.

  We look forward to hearing back from you.

  Sincerely,

  Instacart Customer Experience

   

   

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22090503
  
  I think my first complaint was fairly specific. I have used your service for years now and it rarely is a good experience. 
  

  Shoppers say food isnt available when it is (I called grocery store and verified)

  Shoppers will mark items as unavailable and not offer the chance for replacement. 
  

  shoppers will be bread, milk and other items that are on the verge of expiring. 
  

  shoppers will buy spoiling produce. 
  

  shoppers will say something isnt available when all they need to do is ask the deli or butcher to make one. 
  

  shoppers will complete an order then sit around for hours not delivering it. 
  

  shoppers will say theyve bought items when they really didnt. 

  just yesterday I had a $400 order that was supposed to arrive at 11:40am - I called customer service at 12:10 inquiring on where my order was and was told the line was super long at the grocery store. Have you ever waited in line an hour at the grocery store? Me either. Then all of a sudden I was assigned a new shopper which I assumed was just going to meet the first on and pick up my items to deliver it. That went on for ***** min and then my order was cancelled completely and reassigned from start to a brand new shopper who would need to drive to the store and shop for all 41 of my items all over again. By the time I got my food it was 3 hours past the original delivery time. Throughout this process I spoke with 2 agents by live chat, 1 agent by phone and a supervisor. No one was able to help. I was offered a $5 credit from one, $5 credit by another and then $10 from the supervisor. Neither of the first 2 credits were ever made and the supervisor ended up only sending $5 and not $10. I wasted half my day on this from placing the order to receiving it. This is just the latest issue. $5, $10, even $20 is an insulting amount to offer a customer for this type of treatment. And please find better employees and offer them better training. Id prefer not to use Instacart at all unfortunately theres no competition. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/06/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  I apologize for the issues you have been having with your orders and the shoppers who worked them. In the future, we can remove those shoppers who don't follow your directions. Just inform us and we will make the adjustments. 

  Your order from 8/4/2024 had missing items and we have added a credit for $58.75 to your account. Additionally, the agents you interacted with gave you two $5 credits. If you would prefer a different resolution, please let us know.

  We appreciate your business with Instacart and our partner retailers.

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22090503
  
  How many shoppers do I need to remove before you guys fix the underline issue? I do ask that they be removed but this happens with nearly every shopper. 
  

  secondly, a $5 credit is insulting after being on calls with 4 different reps, lost half a day and had my order delivered 3 hours late. Id like a $30 credit please. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/04/2024

  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.

  Hello, I placed an order on July 28th and my shopper gave me replacements that I didn't ask for. I submitted forms and still no help. So today I decided to chat with a representative named *** she transferred me to her supervisor *******. They are in ******* *******. I explained my problem to ******* and she said she couldn't help me because my order was closed and there was no way to bypass the system. I explained that I specifically said no replacements and my shopper gave me replacements that I did not agree to. ******* said that her hands were tied and there was nothing she could do. I asked for a corporate email and she said she didn't have that information and she disconnected our chat. I feel that that behavior was very unprofessional.

  Business Response

  Date: 08/05/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.
  
  I'm sorry that you received replacements you didnt expect.

  We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.

  I reviewed your order and this item was marked for "Find Best Match", which means your shopper used their judgment to pick out the best available replacement when the original item is unavailable. When you place an order, you can always enter your preference for replacements, including NOT replacing an item if it isnt available and getting a refund.
  
  Heres a quick list of your replacement options
  Find best match: Your shopper looks for the best possible replacement if they cant find the item you requested. If no suitable replacements are available, they refund the item.
  Pick specific replacement: Your shopper will look for the specific replacement you requested if the original item is unavailable. If they cant find either, they refund the item.
  Dont replace: If your shopper cant find the exact item you ordered, they refund it.
  
  In the future, we recommend double checking your replacement setting for each item, as well maintaining communication with your Shopper to ensure proper replacement! You can adjust your notification settings to receive real-time updates to your order or incoming messages from your shopper.
  
  Sincerely,

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22090333
  
  I am rejecting this response because:
  I put no replacements I didn't put best match 
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/06/2024

  Hi *****,
   
  Thank you for contacting the Better Business Bureau.
  
  I'm sorry that you received replacements you didnt expect.
   
  We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.
   
  I reviewed your order and this item was marked for "Find Best Match", which means your shopper used their judgment to pick out the best available replacement when the original item is unavailable. When you place an order, you can always enter your preference for replacements, including NOT replacing an item if it isnt available and getting a refund.
  
  Heres a quick list of your replacement options
  Find best match: Your shopper looks for the best possible replacement if they cant find the item you requested. If no suitable replacements are available, they refund the item.
  Pick specific replacement: Your shopper will look for the specific replacement you requested if the original item is unavailable. If they cant find either, they refund the item.
  Dont replace: If your shopper cant find the exact item you ordered, they refund it.
  
  In the future, we recommend double checking your replacement setting for each item, as well maintaining communication with your Shopper to ensure proper replacement! You can adjust your notification settings to receive real-time updates to your order or incoming messages from your shopper.
  
  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22090333
  
  I am rejecting this response because:
  I specifically said no replacements.  I don't think it's fair that I got replacements when I said I didn't want them. I am dissatisfied with your company that you won't work with me to resolve this. I am not interested in using your services anymore.
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/18/2024

  Hi *****,
  

  Thank you for contacting the Better Business Bureau.
  
  I'm sorry that you received replacements you didnt expect.
  We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.
  I reviewed your order and this item was marked for "Find Best Match", which means your shopper used their judgment to pick out the best available replacement when the original item is unavailable. When you place an order, you can always enter your preference for replacements, including NOT replacing an item if it isnt available and getting a refund.
  
  Heres a quick list of your replacement options
  Find best match: Your shopper looks for the best possible replacement if they cant find the item you requested. If no suitable replacements are available, they refund the item.
  Pick specific replacement: Your shopper will look for the specific replacement you requested if the original item is unavailable. If they cant find either, they refund the item.
  Dont replace: If your shopper cant find the exact item you ordered, they refund it.
  
  In the future, we recommend double checking your replacement setting for each item, as well maintaining communication with your Shopper to ensure proper replacement! You can adjust your notification settings to receive real-time updates to your order or incoming messages from your shopper.
  
  Sincerely,

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22090333
  
  I am rejecting this response because:
  I don't think its very customer friendly. Sometimes its hard doing everything on line instead of talking to a human. I put no replacements I thought that would be good enough. I guess not. I canceled my account and won't do business with them anymore.
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/20/2024

  Hi *****,
  
  Thank you for contacting the Better Business Bureau.
  
  I'm sorry that you received replacements you didnt expect. 
  

  We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.
  I reviewed your order and this item was marked for "Find Best Match", which means your shopper used their judgment to pick out the best available replacement when the original item is unavailable. When you place an order, you can always enter your preference for replacements, including NOT replacing an item if it isnt available and getting a refund.
  
  Heres a quick list of your replacement options
  Find best match: Your shopper looks for the best possible replacement if they cant find the item you requested. If no suitable replacements are available, they refund the item.
  Pick specific replacement: Your shopper will look for the specific replacement you requested if the original item is unavailable. If they cant find either, they refund the item.
  Dont replace: If your shopper cant find the exact item you ordered, they refund it.
  
  In the future, we recommend double checking your replacement setting for each item, as well maintaining communication with your Shopper to ensure proper replacement! You can adjust your notification settings to receive real-time updates to your order or incoming messages from your shopper.
  
  Sincerely,

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22090333
  
  I am rejecting this response because: I am a little older and not great with technology. Because I didn't put replacements I thought that meant no replacements. Usually the shopper asks me if its OK. This time I did not. I got really sick because of the replacement and its just not fair. Your company is not customer friendly and I'm glad I canceled.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/04/2024

  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.

  08/03/2024 $30.86 I had placed an order on Instacart from Dollar Tree. I have been having problems with not receiving my orders due to the drivers leaving my orders outside my apartment building, which I specifically advised them not to just leave my orders outside due to living in a bad ********************* stealing orders from my building. I was advised to fill out a complaint form & received a response that it was denied. This is unacceptable! I never received the items I paid for & now they're refusing to give me a refund back for $30.86! That's a lot of money to not get back.

  Business Response

  Date: 08/05/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.
  

  We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.
  
  Best,

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22090240
  
  I am rejecting this response because: 

  They can't just keep my money and not provide a refund if I didn't receive what I paid for!
  
  Sincerely,
  
  ********************

  Business Response

  Date: 08/06/2024

  Hi *******,
   
  Thank you for contacting the Better Business Bureau.
   
  We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.
  
  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:08/04/2024

  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.

  8/4/2024 I paid them to go fetch me a **** deere belt for my **** deere tractor as I was unable to leave to get it myself at time of delivery I advised the driver and the company I have a year warranty from ************** on these belts but I need to snap a picture of the lowes sales receipt to send into **** deere to activate the warranty so ill be covered if anything happens they tell me thats fine but the paper she has isn't a sales receipt its a card transaction receipt they keep trying to give me their stupid instacart copy an ive told them its not what i need an to provide me the correct receipt an they keep wasting my time! I want what I am entitled to under the law I paid for this item I want the correct paperwork to go with it so i can have access the provided warranty I am due!

  Business Response

  Date: 08/05/2024

  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,

• Initial Complaint

  Date:08/04/2024

  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 Jul 29th 2024, I ordered a ps5 off Instacart from **** *****. The driver in which insta cart assigned to pick up my order, went to **** ***** and paid for the order after purchasing the item he texted me to tell me that it's damaged AFTER purchasing the item. After that, he spent more than an hour in **** *****! His car didn't even move! I messaged him and asked why he's taking a long time and he told me that he was purchasing gas, 30 minutes later, he still hasn't left! Eventually he dropped it off, he didn't even hand it to me and as soon as I opened the door, the driver speed away so fast.I opened the box to find out that he STOLE MY PS5! HE STOLE MY EVERYTHING! He REPLACED IT WITH A BROKEN HP COMPUTER! I contacted Instacart immediately and they REFUSED TO REFUND ME! I asked them to give me the drivers info so I can report that to the police and they REFUSED! I WANT MY MONEY BACK. In addition, I have started a police report and l will gladly provide them the claim number! ABSOLUTELY UNBELIEVABLE! Instacart customer service tried to call the driver but the driver just Ignored the calls and didn't even pick up! GIVE ME MY MONEY BACK INSTACART! YOU GUYS WONT GET AWAY WITH THIS!

  Business Response

  Date: 08/06/2024

  Hi Miracle,

  Thank you for contacting the Better Business Bureau.
  

  I apologize that you faced this negative experience with us. 

  Please respond to the email from our specialized team. Theyll follow up within ***** hours.
  
  Best,
  

   

• Initial Complaint

  Date:08/03/2024

  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 August 3rd I placed an order through Instacart from ****'s Produce that totaled $67.18. This amount included all taxes, fees, tip, etc. I believed that I was being charged a total of $54.95 for both items excluding the taxes, fees, tips, etc. When I received my order I noticed that the product was $19.62 less than what I was charged. I contacted ************************** immediately and the *** told me that I would not receive the difference as a credit or refund. I was told that the difference would be held by Instacart. In addition, I was told that there was a $85 hold on my credit card for the order. It would be held for seven days and when the order clears, I would receive a refund for the difference between $85 and $67.18. I feel I should receive the difference between $85 and the final cost of the product. Why is Instacart keeping my money? This is illegal. Can you imagine how much money Instacart could be retaining from it's customers? Ain't no way. Please help me get my refund. Thank you in advance.

  Business Response

  Date: 08/04/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.
  

  I apologize that you faced this negative experience with us. I understand how frustrating it is not to receive in-store pricing.

  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

  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. ***** 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.
  
  Go to the Instacart help center article, Authorization holds, recurring payments, and unknown charges for more. ***********************************************************************

  Best,
  
  

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22088987
  
  I am rejecting this response because:

  I do not accept this explanation. Based on your explanation, you are in partnership with companies that price *****. And what you are saying is that you take no responsibility at all for this practice. It would be up to the consumer to work this out with the vendor. You accept no liability at all when you should be monitoring the practices of people who are contracted by your company. When I am shopping, I am looking at an "Instacart" web page; not the webpage of the vendor. Your company should want to do right by the consumers and not allow these businesses to overcharge consumers. And shame on you for holding excessive amounts of a persons hard earned money until the "check clears". I have already met my obligations as a consumer. I am asking you to investigate this matter with the store that sold me the products and if the company does not want to refund me, the right thing to do is that you refund me the difference. 

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

  Business Response

  Date: 08/05/2024

  Hi ********,
  

  Thank you for contacting the Better Business Bureau.
  

  I apologize for the negative experience you had with us. I understand how frustrating it is not to receive in-store pricing.
  

  We collaborate with retailers, but ultimately, it is the retailer who sets their Instacart prices. Thats why some retailers have higher prices on Instacart. We do not honor in-store discounts, but we provide hundreds of exclusive coupons.

  Heres how you can check the pricing policy for each retailer:
  

  Go to the main page of the app or the homepage of Instacart.com (US) or Instacart.ca (******) and select a retailer.
  

  Beneath the retailers logo at the top, you will see 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.
  

  Finally, 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. ***** usually release the authorization hold after the order is delivered or canceled. It can take up to 7 business days for the pending charge to drop, depending on your bank.

  
  For more information, visit the Instacart help center article on authorization holds, recurring payments, and unknown charges: ***********************************************************************
  

  Best regards,

  Instacart Customer Experience

  
  

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22088987
  
  I am rejecting this response because:

  Your response is so irresponsible. The simple resolution would be for a major corporation such as yourself issue the refund. I am going to do whatever I can to alert your customers that your practices promote price gouging. I do not regret to inform you that I will no longer support these fraudulent practices. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 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 frustrating it is not to receive in-store pricing.

  Due to the tears and condition agreed upon when signing up for ********* services we are unable to process a refund. 

  Best,

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22088987
  
  I am rejecting this response because:
  I maintain my original complaint that Instacart should be held to a higher standard. I am receiving the same response from them that they are not accountable for what happened . With that said what service are they offering? It appears they have a list of vendors which makes shopping easier for a consumer. But if the consumer has a problem with anyone on that list Instacart takes no responsibility. A client is better off removing them as the middle man and going direct to the supplier. At this point, I am going to contact another authority. Im not even sure what the role of the Bbb is either? Im fighting my own battles here. You can close this case please.

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

  Business Response

  Date: 08/20/2024

  Hi ********,
  
  Thank you for contacting the Better Business Bureau.
  
  I apologize that you faced this negative experience with us. I understand how frustrating it is not to receive in-store pricing.
  

  Due to the terms and conditions agreed upon when signing up for ********* services we are unable to process a refund. 

  Best,

  ********* Customer Experience

• Initial Complaint

  Date:08/03/2024

  Type:Delivery 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.

  The issue happened 8/3/24. But, I placed an order yesterday and the prices that were advertised that I was charged at first were not the same prices I was being charged for the meat I ordered that were weighted after the order was delivered. For both weighted items, the price was almost doubled. And I specifically wrote in the notes to whoever would shop for me to get a replacement around the same weight and price if what I picked wasn't available. So I reported it and was given a credit for those two items. So I placed a second order today since I wasn't able to place it yesterday because it was too late. I wanted to try the wings again but I settled for getting chicken tenders in a bag to avoid any issues but I got pork chops that were weighted and another item that was weighted. And I thought everything was good. With the credit that I was offered and the $20 off $50 coupon I had, I only had to add $10 because they hold a couple of dollars whenever you place an order. When the order arrived, the pic shows that my items were in the shopper's personal shopping bag. My Godson grabbed the items from the shopper and showed me these different size holes on the sides of my pork chops he saw when he was putting the pork chops in the refrigerator. So I reported it damaged and was told they can't resend or refund my item without even getting any further details or looking at a picture. The items need to be placed safely in bags for the customer to bring into their house when they go outside to get them versus everything being placed on top of each other in a personal bag of the shopper and then put on the ground. This will help to avoid problems because things were ripped, punctured, and/or contaminated. I have a picture from the shopper of my order from yesterday, and some of my food was placed right on the ground when there are bugs outside and covid is still around. It's not ok.

  Business Response

  Date: 08/04/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  I apologize that you faced this negative experience with us. I understand how disappointing it is to receive a damaged item.

  I applied a $17.21 credit to your Instacart account. You can see this in the Credits, promos & gift cards section.
  
  The credit automatically applies at checkout on your next order. Remember that Instacart credits dont apply to alcoholic items.
  
  Im sorry there was an issue with your order. We appreciate the opportunity to make it right.
  
  Best,

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I thank everyone involved for quickly looking into everything/for your help. I really appreciate it, and I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:08/03/2024

  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.

  Date of transaction: August 3, 2024 - Instacart Store: Food Bazaar Authorization hold amount:$87 Final Order Total; $60.33 The order was missing multiple items:Haagen Daz ice cream $3.99 Scallions $.50 Cabbage $ $2.09 Carrot $.60 Ox tails $17,99 Mango $1.79 Missing items totaling $26.95 Instacart refuses to provide a refund and required me to submit an order appeal. Instacart would not provide redelivery of the missed items. I am seeking a refund the full amount of the missing g items

  Business Response

  Date: 08/04/2024

  Hi ****,

  I apologize that you faced this negative experience with us. I understand how frustrating it is that you did not receive all your items and I am more than happy to provide a refund.

  I refunded $24.87 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,

  Customer Answer

  Date: 08/04/2024

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