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:04/17/2025

  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.

  On April 16th, 2025, I placed an Instacart order for groceries, which was delivered to the wrong residence. I phoned support and spoke with a representative; after explaining the matter, I was transferred to another staff to complete the refund procedure. I was disconnected from the chat and was unable to reconnect with a live person via their automated help system. So, after attempting to reconnect with support for about half an hour, and there has been no contact, message, or anything from instacart on either one On April 16th, an order was placed and "delivered" for $89.35. Support was contacted that day and has not been heard from since. Attached is a photo showing the delivery at the incorrect address, as well as a photo of an unrelated delivery brought to my home. I want a complete refund of $89.35 returned to my original payment method, or I will file a police report against instacart and chargeback with my bank.

  Business Response

  Date: 04/19/2025

  Hi *****,

  Thank you for contacting the Better Business Bureau and bringing this matter to our attention. We understand your concerns and sincerely apologize for any frustration this situation has caused.

  After reviewing your account, we found that it was deactivated by our Fraud & Identity team. This team handles all account-related issues to ensure the protection of our users.

  For further assistance or to resolve this matter, we recommend responding directly to the email sent by our Fraud & Identity team. This will allow them to provide you with specific guidance on next steps and work with you to address your concerns.

  We appreciate your understanding and cooperation. If you have any additional questions, please do not hesitate to reach out.

  Best regards,

• Initial Complaint

  Date:04/17/2025

  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.

  Im instacart shopper. Im having trouble getting paid. ********* said I have problems with my bank account but I contacted my bank and thats alright. Every time when I cashout they sent a message: There is a problem with the account, please contact *************** We refunded $**** back to your Shopper account. That started happening last week. I contacted the support but they only said dont worry. We opened a case and will take 2 weeks to instacart contact you. Once I cant cashout I had to opt for a direct payment. They said I will receive the money in 1-3 days. Is the 4th day now and I still got paid. I contact more one time the support and they still said that I have problems with my bank but I do not. I cant be waiting so long for that.

  Business Response

  Date: 04/19/2025

  Hi Thiago,

  Thank you for reaching out to us regarding your payment concern. We sincerely apologize for the inconvenience and any frustration this has caused.

  After reviewing your account, we can confirm that you cashed out your earnings on both April 17 and April 18. Since both of these were processed as instant cashouts, the funds should have been transferred to your account the same day.

  Could you please confirm if you have received your payments? If not, we will investigate this matter further and ensure the issue is resolved promptly.

  Thank you for your patience as we work to assist you. Please let us know if there is anything else we can help with.

  Best regards,

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service 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 did an online grocery order and the instacart person delivered my things to someone else address. I am 7 months pregnant and me and my daughter was trying to get his attention while he was carrying the groceries but he ignored me I guess not trying to talk to no black person he didnt make no eye contact or anything ! Then I wrote him on the chat app he pulls off fast then respond minutes later trying to apologize I just want a refund for what I paid for this is ridiculous

  Business Response

  Date: 04/19/2025

  Hi Dream,

  Thank you for contacting the Better Business Bureau and bringing this matter to our attention. We deeply apologize for the inconvenience and frustration you experienced with your recent order.

  We understand how important it is for every detail of your delivery to go smoothly. Please rest assured that we take your concerns seriously. We have thoroughly reviewed the incident and taken action to ensure this does not happen again. The shopper involved has been removed from your account and will no longer be able to handle your orders.

  Additionally, we have processed a full refund of $24.94 for your order. You should see the refunded amount reflected in your account within 3 to 5 business days.

  We sincerely apologize for any stress this situation has caused and appreciate your understanding. Please dont hesitate to reach out if theres anything else we can do for you.

  Best regards,

  Customer Answer

  Date: 04/19/2025

  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,
  
  Dream Gurl

• Initial Complaint

  Date:04/16/2025

  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.

  OK, i make order thru Instacart in store/BJ/, and choose time for delivery, when this time is come- i check online- nobody pickup my order, but- need collect order, then pay for this and also deliver time. I make a phone call to *********, first representative does not help at all, offer me "cancel order", and she reject give me name, then i ask for supervisor- somebody pick up/after 20 min on hold/ name Catrine/if this is true/, and explain me - so she also offers to wait. So brilliant service is this- i pay for order and service- and no help from customer service@!!!!!Just don't know- do i have some from this store or not.

  Business Response

  Date: 04/19/2025

  Hi ******,

  Thank you for contacting the Better Business Bureau and sharing your concerns regarding your recent order. We sincerely apologize for the inconvenience caused by the delay and for not meeting your expectations regarding the delivery experience.

  To clarify, your order was scheduled for delivery between 5:00 PM and 7:00 PM. However, due to limited shopper availability in your area, your order was delivered at 7:02 PM. While we do our best to honor delivery time slots, factors such as limited availability of shoppers in certain areas can occasionally impact delivery timing.

  We truly value your business and understand how frustrating delays can be, especially when you rely on timely delivery. We are committed to improving the experience for all of our customers, and your feedback helps us work toward that goal.

  If theres anything further we can assist you with, please dont hesitate to reach out.
  

  Best,

• Initial Complaint

  Date:04/16/2025

  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.

  I placed an order for a specific item and specifically selected NO substitutions. The shopper marked the item as out of stock and sent me a message saying the store didnt have it. Instead of refunding me as I had requested, the shopper marked the order complete and delivered totally different items. Now ********* is refusing to give me my money back.

  Business Response

  Date: 04/19/2025

  Hi *****,

  
  Thank you for contacting the Better Business Bureau.

  
  Thank you for reaching out regarding your recent order. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  
  After reviewing your order, I can confirm that you have been refunded. You should see this reflected in your account within 3 to 5 business days, depending on your bank.

   

  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

  Customer Answer

  Date: 04/19/2025

  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:04/15/2025

  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.

  I contacted ********* several times through chat regarding an issue I had with an order before the order was even delivered because it was missing items and Iwanted to know what items were before the order was delivered. I asked for order to be canceled since the agent wanted to play on the chat 15 minutes without saying s*** after I already provided all the information they needed to confirm the order I told him to cancel the order I tookthe screenshots. I tried talking to another chat agent and they want to play the same type of games of not responding to the chat for minutes after I told him I wanted to order canceled. I called into ********* customer service phone number asked to speak to a supervisor. The lady lied and said that she was in the ************* based customer call center in ******* transfer me to a supervisor by the name of Iman who wants to get an attitude and didnt wanna listen after I provided her theinformation as she asked for she just wants to hold the phone and sit there and be stupid. I called back try to deal with some rude a** by the name of ****. Explain to him that I need to speak to a supervisor. He wants to sit up here and tell me what tosay and what not to say, I asked to speak to a supervisor several times I asked to speak to someone based United States call center he said that Instacart didnt have a United States call center and I informed him with the other lady told me that you guys did etc. he refused to transfer me to a supervisor and disconnected the call. I gave him plenty of chances to cancel the order before. It was delivered even told them I was going to refuse delivery which they have failed to do. Im considering this as fraud because *** tried multiple times reaching out to these dirty a** foreign rude a** people on the phone that barely speak clear English. They wanna sell parents and try to steal my money for an order that I canceled.

  Business Response

  Date: 04/19/2025

  Hi Rome,

  
  Thank you for contacting the Better Business Bureau.

  
  Thank you for reaching out regarding your order. At Instacart, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  
  After reviewing your order, I can confirm it has been delivered, and we are unable to cancel it. 

  
  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

  
  

• Initial Complaint

  Date:04/15/2025

  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.

  I placed an order on April *******. Upon checkout it prompted me to renew my Instacart plus subscription. I have been a member since 2019 and always use the monthly $9.99 plan. It renewed my subscription to a yearly plan and charged $99.99 instead. I noticed the discrepancy late that night and tried to get it changed to a monthly plan via the chat support but could not. I called the next morning (4/11/25) around 8 am MST. I was transferred to **** who explained upper management would need to handle it since I had placed an order after renewal. I explained that I had renewed at checkout and expected it to be the $9.99 monthly fee like normal. He acknowledged the fact that I have paid the monthly price since ******************************************************************************************** I have not gotten any correspondence in regards to the issue. I spoke to 4 different customer service agents through the chat today but the customer service **** left the chat after saying they needed a moment to review the notes on my account. I was asked for my name which I provided and then they left the chats. I tried calling the customer service number again several times today. It would ring and then remain silent after trying to be connected to an agent. I have not used my Instacart account since 4/10/25. I would like to be refunded the $90 and the account switched to a monthly plan as I intended.

  Business Response

  Date: 04/19/2025

  Hi Mekaila,

  
  Thank you for contacting the Better Business Bureau.

  
  Thank you for reaching out regarding your Instacart+ subscription. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  
  After reviewing your account, I have issued a refund for your annual membership. You should see this reflected in your account within 3 to 5 business days, depending on your bank.

  
  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

• Initial Complaint

  Date:04/15/2025

  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 purchased. $400 gaming headset from target through instacart, I recieved the headset and its broken, I contacted target they wouldnt approve a return and refund they said to go through instacart, I contacted instacart over 10 times and was told I would receive my refund and never did, I continued to call them and ask for my refund and they still have not issued my refund and they never call me back! I want my money back.

  Business Response

  Date: 04/17/2025

  Hi ********,

  Thank you for contacting the Better Business Bureau to share your concern with us. We want to apologize for the frustration and inconvenience caused by this situation.

  We reviewed the order, and a refund for the gaming headset has been issued. Please allow 5-10 business days for the refund to process, depending on your bank. 

  Please let us know if you have any other questions. 

  Best regards,
  

  Customer Answer

  Date: 04/18/2025

  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:04/15/2025

  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 April 12 2025 placed a delivery order with Harmons Santa *****, **. Website offers choice of delivery window, I picked one that was convenient. This was approved on website, thus making a contract where they promise delivery within that window. ******* pulled the groceries and uses InstaCart to do actual delivery. When delivery did not occur during window selected I contacted Harmons. Was told by their staff that since I choose not to tip the driver, none of their drivers will accept the order until another in the same area that is tipping comes in. This is nothing short of extortion on *********'s part. Tipping is voluntary and should have no bearing on meeting the scheduled delivery window.

  Business Response

  Date: 04/17/2025

  Hi *****,

  Thank you for contacting the Better Business Bureau regarding your recent concerns.

  After thoroughly reviewing the details of your account, weve confirmed that youve received multiple orders from Harmons Grocery without any issues. We would like to clarify that tips are entirely optional and are not required or demanded by ********* under any circumstances. We sincerely apologize if you were given the impression otherwise, as this is against our policies.

  While we strive to meet the stated availability times for orders, there are occasions when unforeseen challenges, such as shopper shortages, may result in delays. Please rest assured that we are continually working to address and minimize such issues to improve your experience with Instacart.

  We appreciate your patience and understanding. If theres anything else we can assist you with, feel free to reach out.

  Best,

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23205952
  
  I am rejecting this response because:

  I was advised by a Harmons e-shop representative that InstaCart has been slow to pick up my orders of late due to my not leaving a tip. In order for me to be satisfied, I must have in writing from both Harmons and InstaCart that I will no longer experience delays in my delivery orders due to not leaving a tip and that the delivery window I specified will be honored at all times.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/22/2025

  Hi *****, t

  We respect your decision regarding the resolution of your complaint and regret that our efforts so far did not meet your expectations. Your experience is important to us, and we will use your feedback to continue improving our services. If you have any additional concerns or would like to discuss this further, please feel free to reach out. Thank you for your time and understanding.

  Best Regards,

  Instacart Support Team

   

  Customer Answer

  Date: 04/24/2025

  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:04/15/2025

  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 have been an Instacart Shopper for 3 months and Instacart sent me a generic email and deactivated my account. I have shopped orders daily and had a 5 star rating and was very appreciated by the main store I shopped for. I have tried to reach Instacart to figure out what the issue is and resolve the issue to re-activate my account. Multiple emails have received no response and they are not available by phone if you're not considered an active shopper. I also need a copy of my earnings and statements which I no longer can access and there is again no way to contact Instacart. I am only requesting contact from a company that I worked hard for to have a Platinum shopper status with a 5 star rating.

  Business Response

  Date: 04/17/2025

  Hi *****, 

  Thank you for contacting the Better Business Bureau to share your concern with us. We understand how frustrating it must be to face this situation.

  Weve followed up with our Trust and Safety team regarding your account. You will receive an email from them once they have an update to provide. Please keep an eye on your inbox for further communication.

  Also, to access a copy of your earnings, you can follow these steps:

  1. Visit shoppers.instacart.com/income_verifications.  
  2. Enter the phone number linked to your account to log in. 
  3. Type in the login code you received via text. 
  4. Pick the dates you want to include.

  Please let us know if you have any further questions. 

  Best regards,