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:07/26/2024

  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 made an order with instacart for ******* Their app specifically includes whether or not the product is available. I ordered a rotisserie chicken and it said there are many in stock. I never got the product. I called the customer service and they said they're not responsible for whether or not their information is true. They say they have no contact with the stores and therefore when they say something is in stock they're lying. This is false advertising and it should not be allowed to do it.

  Business Response

  Date: 07/26/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  We understand your concern and apologize for any inconvenience.
  

  Im sorry the item you wanted wasnt availableI know it can be disappointing when items are out of stock.
  
  Our team is always working to get our inventory as up-to-date as possible, and keeping track of frequently out of stock items is at the top of our list.
  

  I added a $5 credit to your Instacart account as an apology for the inconvenience. You can see it under the Credits, promos & gift cards section of your account. It will automatically apply during checkout on your next order with Instacart.

  Best, 

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 22050248
  
  I am rejecting this response because:
  My complaint wasn't that I did not get the product but they advertised on their website that the product was available and when I called them they said they have no contact with the stores so they falsely advertise whether or not a product is available.
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/29/2024

  Hi *******,

  Thank you for bringing your concerns to our attention. Im truly sorry to hear that you encountered out of stock items during your recent shopping experience with us. I understand how frustrating this can be, especially if it appeared that these items were available at the time of your order.
  

  At Instacart, we strive for accuracy in reflecting the current inventory of our store partners, but sometimes discrepancies can occur due to rapid changes in stock levels that are not immediately communicated. This can unfortunately lead to situations that might seem like false advertising, which is never our intention.
  

  To address and prevent this from happening again, we are actively working on improving our inventory management system in collaboration with our retail partners to ensure a more accurate representation of available items.

  Best,

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22050248
  
  I am rejecting this response because: they openly say on their site whether or not a product is available and yet they say they're not responsible for telling you when the product is available. It's not complaining about not getting the item. Complaining about deceptive advertising telling me that there was many in stock but the shopper didn't buy it.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/10/2024

  Hi *******,

  Please be assured that our team is continuously working to enhance our inventory accuracy. Keeping track of items that frequently go out of stock is a priority for us, and we are actively collaborating with our retail partners to improve our inventory management systems.

  This effort aims to provide a more accurate depiction of item availability, ensuring a smoother shopping experience for you.

  Thank you for your understanding and patience as we work on these improvements.

  Best, 

  Customer Answer

  Date: 08/11/2024

  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. The person who shopped for me was not the person of record. It was his sister. He told me this when he delivered the food.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/26/2024

  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 been using Instacart since early 2020 before Covid struck. Recently, my account was hacked and there were at least two food orders placed on my account. I don't know how someone was able to use my payments tied to Instacart without extra security (CVV number, MFA, etc). I had to contact customer service to suspend my account. After I had to replace my debit card from my bank, I received an email from ********************* saying my account has been reset and secured (yeah right). I was also offered one free month of Instacart+. I was able to log back in and I checked on my free month of Instacart+ and didn't see anything active so I tried to purchase it on a month by month basis and it wouldn't go through. I replied to the email and received no response. From July 5th - July 22nd, I had send 3 replies before I got a response on July 24th from a ******* saying she has reset my account. I logged back in and I had the exact same problem making me believe that they never read my email. On July 24th, I had asked for manager's assistance since all anyone can do is reset my account and I was told to go on the app and contact the CX team. Why would I begin this conversation all over again. Don't all teams work for Instacart?? That's a big No-No in customer service, but I really don't think Instacart cares about customer service. I asked them to forward my issue to the correct team and I never got a response back. I have since cancelled my account. All I wanted was my one free month of Instacart+ but no one seems to know how to help me. Now I am asking for at least 6months if anyone there even cares to keep a 4 year customer.

  Business Response

  Date: 07/27/2024

  Hi ****,

  Thank you for reaching out to the Better Business Bureau. I apologize that you faced this negative experience with us.

  I have reviewed your account and can confirm that Instacart+ has been provided for the period of July 27, 2024, to August 27, 2024.
  

  I understand how important it is to have uninterrupted service, and I apologize for any confusion or inconvenience you may have experienced regarding your membership. Rest assured, you can now enjoy all the benefits of Instacart+ during this period.
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out.

  Best, 

  Customer Answer

  Date: 07/29/2024

  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:07/26/2024

  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 placed an order with Instacart on July 23, 2024 my order had a few issues. Instacart provided me store credit when I attempted to place an order today they cancelled it and I lost over $80 worth of credit. I would like my money refunded back to my card since they closed my account completely. I have provided pictures of this information as this is not fair they are getting away with my money. There is no account information other than email ************************* I provided proof of my identity and they still closed my account

  Business Response

  Date: 07/26/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  We understand your concern and apologize for any inconvenience.

  Our specialized team reviewed your appeal and couldnt find information to reverse their decision. Your account remains deactivated.

  Best, 

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 22049934
  
  I am rejecting this response because: I was refunded for my order on the 23rd to use for my future orders. When I placed the order you guys cancelled the order and took the money back. Since that is the case I would like my money refunded back into my card. That is illegal for a company to keep money for damaged and missing goods. I don't care about my account being opened I just want my money refunded back into my account from the 23rd purchase if instacart is not going to allow me to place an order to use the $70+ that I was told I could use on a future order.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/29/2024

  Hi *******,
  

  Thank you for contacting the Better Business Bureau.
  

  We understand your concern and apologize for any inconvenience.
  

  We will not be able to issue a refund or reactivate your account due to our terms of service, which you agreed upon.
  

  Best, 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22049934
  
  I am rejecting this response because: I would like to know where in terms of use does it say you can keep my funds. I do see where it states you can deactivate the account wherever but it doesn't not state you can keep money from an order i didn't receive. I will like approval to dispute this charge with my bank then if you all are not going to issue a refund.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/09/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau. We understand your concern and apologize for any inconvenience.
  
  Our specialized team reviewed your appeal and couldnt find information to reverse their decision. Your account remains deactivated.
  
  Best, 
  
  

   

   

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22049934
  
  I am rejecting this response because: I don't want my account to be opened i would like in writing that I can dispute the charge with my bank since the account can not be opened and the funds remaining are not getting refunded
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/12/2024

  Hi *******,
  

  Thank you for contacting the Better Business Bureau. We understand your concern and apologize for any inconvenience.
  
  Our specialized team reviewed your appeal and couldnt find information to reverse their decision. Your account remains deactivated.
  
  Best, 

  
  

  Customer Answer

  Date: 08/12/2024

  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 because the company refuses to provide me a resolution other than the account remains closed 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/26/2024

  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.

  A CONSTANT problem with Instacart is they DO NOT stand behind their customers. Orders will have missing items, items delivered rotten, expired, incorrect, and they WILL NOT refund you. You can have whole order not delivered and they WILL NOT refund you. That is fraud, that is stealing. They do not hold their shoppers accountable for anything! They send you an email for an appeal, you fill it out and then you never hear from them again. You can continue to touch base and email and message someone in chat and NOTHING is refunded or resolved from items you have NEVER received, rotten or expired food. It is their job as an employer to make sure THEIR employees are checking dates, making sure the item is correct, communicating with customers, thats WHY we pay the monthly service fee on top of the other million fees they charge. This company is stealing from their customers and need to be reported!

  Business Response

  Date: 07/27/2024

  Hi ********,

  Thank you for reaching out to the Better Business Bureau and for sharing your concerns with us.

  I want to assure you that Instacart is committed to upholding the highest level of customer satisfaction. It concerns us deeply to hear about the issues you've experienced with missing, incorrect, or unsatisfactory items in your orders. We strive to ensure that every customer receives their complete and correct order in excellent condition.

  We will use this information to improve our services in the future.

  Please feel free to direct any further issues or concerns to ******************.

  Best, 

• Initial Complaint

  Date:07/26/2024

  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.

  Instacart wrongfully and inhumanely terminated and permanently deactivated my accounting after having a well over grand rating and record with my customers. I am a single mother that was solely dependent on instacart as my only source of income. I worked this job day in and day out delivering for this company with exceptional reviews and to just blatantly permanently deactivate my account because I was out of gas and could no longer complete a delivery on said date is UNJUST.

  Business Response

  Date: 07/27/2024

  Hi **********,

  Thank you for contacting the Better Business Bureau.

  We understand your concern and apologize for any inconvenience.
  
  Your account is permanently suspended for violating Instacarts batch cancellation policy.
  
  Best,
  
  

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22049615
  
  I am rejecting this response because: working hard and putting custom ware and tear not only on my car but also on my body to keep this company afloat and to be deactivated is inhumane and trifling to your employees. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/01/2024

  Hi **********,

  Thank you for contacting the Better Business Bureau.

  I understand youre concerned about the status of your account.

  We carefully reviewed your appeal to reactivate your Instacart full-service shopper account. We confirmed that you breached the Independent Contractor Agreement.
  
  A cancellation rate above 15% fails to meet minimum acceptable standards of service under the ************ Shopper Account Access Guidelines. Therefore, your shopper account will remain permanently deactivated.
  
  We know this wasnt the answer you were hoping for, but please let us know if you have any further questions or concerns.
  
  Best,

• Initial Complaint

  Date:07/26/2024

  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 and used a promo code. The promo code did not work and I reached out to a representative. The rep stated I would get a credit and an email. I followed up days later after neither were done and a rep hung up on me. Then I tried again, spoke with a supervisor, and the supervisor hung up on me. Later I spoke to another manager, and he stated nothing could be done, and eventually hung up on me.

  Business Response

  Date: 07/27/2024

  Hi *********,

  Thank you for reaching out to the Better Business Bureau. I apologize that you faced this negative experience with us.

  I'm sorry to inform you that the promo code you attempted to use has unfortunately expired. It was originally issued on July 2, 2024, and had an expiration date of July 22, 2024. The promotion was applied after the original order was placed.

  Best, 

   

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22048666
  
  I am rejecting this response because:

   

  Hello, 

   

  Insta cart knows better, and this is a silly response to my complaint.  

  I made an order, Order ID: # ***************** on 7-2-24.  The promo expired on 7-22-24.
  I used a promo code to get $15- off $50 or more, but it never showed. The promo stated it would show after the order was delivered, but that never happened. I sent a help ticket that day, but never heard back.  I reached out via chat on 7-11-24 and spoke to ****** from around 9a to almost 10:30a  During this chat she admitted it was a "bug" on insta carts end.  Please see below.

  "******
  

  If you still have the offer you can use it.
  As that was a bug issue so it wasn't applied at that time so sorry for that.
  09:18 am
  So we can apply it to the past order now?
  09:18 am
  ******
  NO now it can not be applied to past order as it was placed and delivered."

  I asked to speak with a supervisor multiple times and was refused.  She promised to escalate issue, fight for $5 credit and $15 credit, and send me an email with credits, but this never happened. 

  I followed up on 7-24-24 at around 11:12 am and spoke with ******.  ****** K abruptly ended my chat (hung up on me).

  Then I connected with Bantu around 11:25a after explaining issue, he stated the below and apologized.

  "11:34 am
  Bantu
  I can see order is from ******* same day delivery , kindly reach out to the ****** store, they will assist you on it.
  However, we have just credited you the $15 in your Instacart account, as a token of apology.
  11:36 am
  ok, thank you
  11:36 am
  Bantu
  I just sent you an email, and definitely you will receive it by tomorrow."

   

  This also was not true and I never received credit or email.

   

  I followed up again on 7-26-24 , and spoke with ****** who stated she was a supervisor, and she "hung up on me" during chat.  Reached out again and spoke with manager *********************** after 11am on 7-26-24

  He stated I can not receive credit, he is sorry I was lied to, and people I spoke with will be "trained".  Please see below

  "11:53 am
  ****
  I apologize for the misinformation received, unfortunately I can only be able to issue a $5 credit on your account.
  11:54 am
  That is unacceptable, dont you agree?
  The reason the original promo was not applied was due to a technical issue on your end. I also have that in writing. One moment
  09:17 am
  ******
  If you still have the offer you can use it.
  As that was a bug issue so it wasn't applied at that time so sorry for that.
  09:18 am
  11:56 am
  ****
  I totally understand your concern but I am only able to issue a $5 credit.
  11:56 am
  I was promised $5 and $15 on 7-24-24
  11:56 am
  ****
  I totally understand your concern but I can issue a $5 credit on my end.
  11:58 am
  If the original issue is on your end, and I was promised something, how are you not going to honor that?
  11:58 am
  ****
  I totally understand *********, but"

   

  **** also refused to share emails with me so I can file complaint with company.  Please see below.

   

  "12:07 pm
  there is no email in the whole organization?
  12:08 pm
  ****
  Unfortunately no.
  12:09 pm
  not a single email?
  12:10 pm
  ****
  Unfortunately no.
  12:10 pm
  I have complaints about how my previous chats went. I was hung up on, and made false promises. How do I file my complaints?
  12:11 pm
  ****
  I have been able to see the conversations, the agents will be coached on this so that this does not happen to you again in future.
  12:13 pm
  ****** is a supervisor?
  12:14 pm
  ****
  This will be addressed as well."

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

  Business Response

  Date: 07/29/2024

  Hi *********,

  I apologize that you faced this negative experience with us.

  I have applied a $15 credit to your Instacart account due to the inconvenience of not receiving the promotion. 

  Best, 

• Initial Complaint

  Date:07/26/2024

  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 placed a grocery order through the Instacart app. I have the Instacart+ so I get free delivery and lower fees. I add this as background. I followed along after my shopper was finished and noticed she had gone very far away in the wrong direction. I called support to see if they could get through to her and tell her. Theres no way to contact the driver directly other than a text which I did try. Well she finally did turn around and delivered my order. Except the frozen items were not cold. I went through the steps to request a credit/refund and was denied. I appealed with photos showing how I could press my finger into what should be a solid frozen item and I was still denied no reason given. I called and because I apparently have had this issue twice before the flagged my account. Nowhere in the terms of service does it say anything about being flagged. I read the terms and I did nothing to violate them. I am frustrated because as a person with a disability who relies on delivery for food Im out almost $50 and I cannot quite literally afford that. I am the only person who has no control of the food until it reaches my door I dont see why I should be the one who is left paying for inedible items. On a wider basis it seems like Instacart is prejudiced against people who care meaning those like myself who really cant afford to lose money like this. Lastly if there is some arbitrary number of times you can complain that should be clearly stated in terms of service so people know that they are rolling the dice with their money each time they place an order.

  Business Response

  Date: 07/26/2024

  Hi ********,

  Thank you so much for reaching out, I am contacting you from Instacart. I would first like to offer our sincerest apologies for the poor experience.
  

  After reviewing your order I was able to confirm as of 7/26 you have been refunded $45.82 for the items reported to your original payment method. If you do not see this refund immediately, please allow 5-10 business days for the refund to complete.

  If you have any other questions or concerns, please contact **************************.

  Best,
  
  

  Customer Answer

  Date: 07/26/2024

  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:07/26/2024

  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 writing about my order placed on June 29th, 2024 under order number *****************, grand total of $1,086.07. I contacted Instacart to make a return because the computer isnt compatible with this software I need to run. I want to return everything except the RAYOVAC batteries & the *** flash drive. Upon reaching out to Instacart they told me that I would need to make the return myself. I was unaware of this. I always thought you could schedule a driver to pick the order up but that isnt the case. I reached out several times about this and I was informed that they are unable to schedule a pick up or give me a return label and informed me that I need to contact Best Buy. I spoke with Best ********** told me I would need to contact Instacart about a return. I spoke with an agent but the name of ***** (INSTACART). I spoke with her in Monday, July 15th, 2024 at 3:41 PM EST; ***** informed me that she would be coordinating with the driver to pick my order up and return it to the store. She also stated that she would be contact me by email but she never did that. I wasnt able to reply to the text thread. I called in on July 17, 2024 and spoke with an agent by the name of ****. She emailed me to get a list of the items I wanted to return, so that she could forward it to *****. ***** replied to that email and never replied again. I received an email basically asking how was my interaction with *****. This happens when the email thread is closed. ***** closed the thread without helping me! I called in to inform an agent about this and I had to fill out an appeal form which I did and from me doing that they closed my account. They wrongfully closed my account! Im a paid member! They didnt even refund my money for the membership. I called in again about this & my account is still locked, with a locked account I cant chat in with support. I really need my money back because I need to purchase a compatible computer for school. This semester is starting soon.

  Business Response

  Date: 07/26/2024

  Hi *****,

  I apologize that you faced this negative experience with us. Our specialized team sent communication to you via email on July 18th regarding the report you made. Based on the decision of our team we will not be able to issue a refund or reactivate your account due to our terms of service, which you agreed upon. Please review the email that was sent to you. If you have any questions or concerns, please respond directly in that thread.

  Best,

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22047672
  
  I am rejecting this response because: this is a basic answer that doesnt address my concern. If you TOOK A REAL LOOK youd see that I replied to that email. Show me on my order from the 29th where I agreed to have my account shut down or have your agent make up something she didnt do! The agent by the name of ***** was supposed to help  with a return but she isnt replying to the email threads! You all claim the calls are recorded, you should go and listen to the call from that day ! Its ILLEGAL to FALSE ADVERTISE! She said she was going to help and I expect just that. I didnt do anything wrong. Im just trying to get my back. I didnt know this would happen in the first place. Its like you all blocked my account because I was trying to get help with this issue. That is just wrong. I dont understand why you would do this. Plus I have a membership on my account you all need to do something about. I want this issue to be escalated to someone who will help. I didnt do nothing wrong. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/29/2024

  Hi *****,
  

  I apologize that you faced this negative experience with us. Our specialized team sent communication to you via email on July 18th regarding the report you made. Based on the decision of our team we will not be able to issue a refund or reactivate your account due to our terms of service, which you agreed upon. Please review the email that was sent to you. If you have any questions or concerns, please respond directly in that thread.
  

  Best,

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22047672
  
  I am rejecting this response because: this is clearly the same response from the previous person. You arent doing anything about that agent who basically told a lie about sending a driver. I uploaded the documentation from that interaction with her. She didnt send anything  she basically lied. She told me to email her the list of items and I did. As a result of that you all shut my account down. I didnt do anything wrong. You just closed my account for no reason. How do I return the item since you closed my account answer that?? How do I make a return since my account is closed ???

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

  Business Response

  Date: 08/09/2024

  Hi *****,

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

  Our specialized team reviewed your appeal and couldnt find information to reverse their decision. Your account remains deactivated.

  Best, 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22047672
  
  I am rejecting this response because: the business response to my complaint doesnt resolve this issue. 
  

  Please read carefully. My account was closed, I didnt do anything wrong. I was trying to make a return. Your agent was the one who informed me that shed send a driver to pick my items up. 
  

  She (***** from InstaCart) made a false promise not me. 
  

  I called in Friday, August 9th, 2024 and spoke to ******* under case ID *********. She was very nice and helpful. She was supposed to look into this issue but no one reached out as of yet. There was an escalation. Its like everything is being blocked/ignored since my account is closed.  
  

  Its very wrong how you are responding to the easiest issue in this message and not the main issue at a whole. I dont know whos responding to these messages but there are doing a bad job helping. Its not like I messed up my account. I was just trying to make a return. I didnt know this would happen. Please escalate my case to someone who will help me I am tired of this unjustified treatment. You blocked my account wont help me and I cant make a return all of this doesnt add up. I have a valid reason for a return. The items arent compatible with what I need done for school. 
  

  With that being said I want this issue to be escalated and resolved to a satisfactory resolution. 

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

  Business Response

  Date: 08/12/2024

  Hi *****,
  

  Thank you for contacting the Better Business Bureau.

  I apologize for the negative experience you had with us. On July 18th, our specialized team sent you an email regarding your report. Based on their decision, we are unable to issue a refund or reactivate your account in accordance with our terms of service, which you agreed to. Please review the email for more details.

  If you have any questions or concerns, feel free to respond directly to that email thread.

  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22047672
  
  I am rejecting this response because: Instacart sent the same exact message from before! I took my time to type that message out and you are are just copy and pasting messages. This isnt right please connect this complaint to a human this seems like a bot wrote this message. Ill copy the message from the last ticket here so youll be able to see it. 
  

  Please read carefully. My account was closed, I didnt do anything wrong. I was trying to make a return. Your agent was the one who informed me that shed send a driver to pick my items up. 
  She made a false promise not me. 
  I called in Friday, August 9th, 2024 and spoke to ******* under case ID *********. She was very nice and helpful. She was supposed to look into this issue but no one reached out as of yet. There was an escalation. Its like everything is being blocked/ignored since my account is closed.  
  Its very wrong how you are responding to the easiest issue in this message and not the main issue at a whole. I dont know whos responding to these messages but there are doing a bad job helping. Its not like I messed up my account. I was just trying to make a return. I didnt know this would happen. Please escalate my case to someone who will help me I am tired of this unjustified treatment. You blocked my account wont help me and I cant make a return all of this doesnt add up. I have a valid reason for a return. The items arent compatible with what I need done for school. 
  With that being said I want this issue to be escalated and resolved to a satisfactory resolution.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/26/2024

  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.

  I ordered a delivery from ****** via Instacart. My shopper ended up replacing 48-pack of waters I ordered with more expensive versions despite ****** having their in-house brand in-stock. The change in price was nearly double in price (I believe 4.5 to 8.5). This was a money grab as they get higher service fees for larger totals.

  Business Response

  Date: 07/26/2024

  Hi ****,

  I'm sorry that you received replacements you didnt expect.
  
  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.

  Best,

• Initial Complaint

  Date:07/26/2024

  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.

  Unauthorized transactions

  Business Response

  Date: 07/26/2024

  Hi ********,
  
  I apologize you see a charge you dont recognize.
  
  Please respond with the following details
  - Amount of the charge

  - Date the charge was posted

  - Email of the account associated with the charge

  
  Once I have that information, I can look into the charge and get back to you as soon as possible.
  
  Thank you,

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22046990
  
  I am rejecting this response because:
  - Amount of the charge $28.23

  
  - Date the charge was posted

  06/08/25
  - Email of the account associated with the charge

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

  Business Response

  Date: 07/29/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.

  The charge is for your order placed at CVS on June 8, 2024. The order was authorized and verified received via the order chat.

  Best,

   

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22046990
  
  I am rejecting this response because:
  I was told it was being refunded and in the process of being refunded back to

  me for 
  Sincerely,
  
  *************************

  Business Response

  Date: 08/09/2024

  Hi ********,
  
  Thank you for reaching out to the Better Business Bureau. The fee you're asking about is for a purchase you made at CVS on June 8, 2024. Your order was approved and confirmed as received in the order chat.
  
  Best regards, 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22046990
  
  I am rejecting this response because:
  I never received my refund 
  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2024

  Hi ********,

  Thank you for contacting the Better Business Bureau.
  

  We decided to maintain our decision to not give you a refund, credit, or re-delivery.
  
  Best,