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:07/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau, I am writing to formally request a refund for the $99 annual membership fee that was charged to my account. Despite canceling my free trial before it expired, I was still billed for the annual membership. Upon noticing this charge, I contacted the customer support team, but they were unwilling to assist me in resolving this issue. This response is highly disappointing and reflects poorly on the principles of fair business practices. Businesses are expected to cooperate with consumers and resolve disputes in a fair and just manner. This is not only a basic expectation of ethical business conduct but also a requirement as outlined by the Better Business Bureau (BBB). The BBB emphasizes the importance of transparency and responsiveness in business transactions to maintain trust and credibility with consumers. In light of these considerations, I urge Instacart to adhere to these standards and process a refund of $99 for the annual membership fee that was improperly charged. I trust that Instacart values its customers and will take the necessary steps to rectify this situation promptly. Thank you for your immediate attention to this matter. I look forward to a swift resolution because this has been an unfortunate experience I've had with Instacart. Sincerely, Sr. Jonathan A*******

  Business Response

  Date: 07/21/2024

  Hi Jonathan,

  I apologize that you faced this negative experience with us. I understand how disappointing it can be to be charged for a membership you never used.
  

  Good news—I can give you a refund of your Instacart+ membership. I’ve canceled your membership, and you’ll get your refund of $99 in 5-10 business days, depending on your bank.
  

  Best,
  
  

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jonathan A*******

• Initial Complaint

  Date:07/20/2024

  Type:Sales and Advertising 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.

  They took all of my money which was $1502.69 and I want it all back. They had no reasons on taking my money even though I did not place any orders with them for that amount I would like a refund.

  Business Response

  Date: 07/21/2024

  Hi ****,

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

  Best,
  
  

• Initial Complaint

  Date:07/20/2024

  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.

  Hi, my food delivery never got delivered. I call that same moment when I notice it never was delivered to me . I was told they will send the order again. 2 hrs later never got it. I requested a refund. I was told I would get my refund within 7 business days. 2 week past , I've never gotten it . All I keep getting is I have another account which they can't prove. I have been ordering for over a year. They never had an issue to take my money now all the sudden because their driver didn't deliver my order , it's a problem. I just want my money back. It's hard out here to be loosing money over something that was never delivered to me . Please I need my refund- I've never gotten my food so I just want my money back.

  Business Response

  Date: 07/21/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  I apologize you did not receive your order. I understand how frustrating that can be.

  After reviewing your account it appease you submitted a request for your account to be deleted. We are unable to provide refunds on deleted accounts. 

  We apologize for the inconvenience caused.

  Best,

• Initial Complaint

  Date:07/20/2024

  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.

  Instacart allowed hacker to seize my account without sending me a notification that my account was compromised. I order several times week and have been a loyal customer since 2016. I was ordered to fill out a form and submit it and was told I would receive a response within 24 to 48 hours. It's been several days and nothing. I paid for a service that I'm unable to utilize, and the reps are unhelpful, unskilled and apathetic. I need response asap. If my account won't be reinstated, then refund me my membership fee as it was for one year.

  Business Response

  Date: 07/21/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Im sorry to hear about the situation that you described. Your privacy and security are important to us.

  My name is Tierra with Instacart's Executive Escalations team and I'll be assisting you today.
  
  Our specialized team reviewed and approved your appeal. You can now shop on the platform.
  
  Thank you for your patience in resolving this matter.

  Best,

  Customer Answer

  Date: 07/21/2024

  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:07/20/2024

  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.

  Transaction date: July 1st 2024 The purchase amount was supposed to be $37.36, they charged me $41.34.They made Excuses, the customer service said 1st time, they would refund in 24 hours Second time chatting with them they said refund will be at my bank account in 48 hours None in those times the refund was made.Refund overcharged.

  Business Response

  Date: 07/21/2024

  Hi ****

  Thank you for contacting the Better Business Bureau.

  I apologize that you faced this negative experience with us.

  We resolved your issue July 1, 2024 with a $3.98 refund to your original payment method.

  Based on our investigation, we saw that a same-day reversal occurred because the refund was issued on the same day as the original charge.
  
  As a result, both the initial charge and the refund are merged into a single line item. The original charge amount will adjust to reflect the refund.
  
  Thank you for letting us make this right.
  
  Best,

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22019152
  
  I am rejecting this response because: the receipt shows the item that was unavailable, the refund for the bananas, the receipt also shows the holding amount. That doesnt make the total $41.34. If you change the receipt in your favor, that means you are a fraud. Honor the final amount and refund the amount you want to keep, and also the extra charges every time i buy with ebt (non ebt items) will be add to this complaint to reflect how you overcharged me for items that wasnt bought and are not in the receipts. This is something thats been happening for a while and you havent done anything about it.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/24/2024

  Hi Abby
  

  Thank you for contacting the Better Business Bureau.
  

  I apologize that you faced this negative experience with us.
  

  We resolved your issue July 1, 2024 with a $3.98 refund to your original payment method.
  

  Based on our investigation, we saw that a same-day reversal occurred because the refund was issued on the same day as the original charge.
  
  As a result, both the initial charge and the refund are merged into a single line item. The original charge amount will adjust to reflect the refund.

  In addition your receipt will real time update when we process refunds.
  
  Thank you for letting us make this right.
  
  Best,

• Initial Complaint

  Date:07/20/2024

  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.

  My account was hacked on instacart on June 22,2024. I hadn't used this account since January of 2024, I was reached out to by instacarts trust and safety team. They said they had canceled 350 dollar target order I never made. And that's correct they did,but I was also charged ***** for a membership fee they assured me would be refunded it never was. I called today on July 20th to ask why I was never refunded they hung up on me 3 times and refused to refunde the whole amount even though it was their fault my account was hacked their cyber security was weak. I also said I need to make sure the account is cancelled they decided they wouldn't talk to me unless I filled out a form proving who I am sending in my driver's license and payment information to a company that allows my info to get hacked no way. When I called on the day I was hacked they didn't need my driver's license to talk to me. I believe this is a cheap attempt to keep my account open and charging me so they can make money and stop losing members. I want my ***** refunded and I want a letter stating my account was permanently closed.

  Business Response

  Date: 07/21/2024

  Hi *****,

  I apologize that you faced this negative experience with us. I sent you an email with further communication on this issue so we can assist you properly. We take your feedback very seriously and will use this information to improve our services in the future. Please feel free to direct any further issues or concerns to that email.
  

  Best,

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 22018989
  
  I am rejecting this response because: their company allowed my account to get hacked on June 22nd 2024 and someone set up an instacart account and made a 350 dollar purchase.They refunded me the 350 dollar purchase but refuse  to refund the ***** unless I send my driver's license and debit card information to them via what they  claim is a secure form ,but nothing about this company has been secure.Why would I send this to a company who couldn't protect my information. Even though the fraudulent account was set up minutes before the fraudulent 350 target purchase was made.  They didn't require the information or drivers license phone to  refund the 350 purchase. They have been abusive and rude over the phone. They hung up multiple times.  They treat me as a hacker when I am a father of 5 and a husband of 15 years. I'm not giving my information because I have my family to protect and can't afford to have my identity stolen since I have lost all faith in instacarts cyber security team to protect my data.

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

  Business Response

  Date: 07/24/2024

  Hi *****,
  

  I apologize that you faced this negative experience with us. We sent you a direct email on July 21, 2024. Please feel free to direct any further issues or concerns to that email.
  
  Best,

• Initial Complaint

  Date:07/20/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Instacart for unauthorized charges to my credit card and their refusal to issue a refund despite my account never being used. Below are the details of my complaint:1.Unauthorized Charge: My credit card was charged for an Instacart subscription. I have not used ********** services at all, and it is clear that I was unaware of this charge until it appeared on my statement.2.No Refund Offered: Upon discovering the charge, I immediately contacted Instacart to request a refund. Despite explaining that I have never used their service, they refused to issue a refund citing their 5-day policy.3.Unfair Policy: While I understand that companies have policies in place, it is unreasonable and unfair for Instacart to refuse even a partial refund when their service was never utilized. This policy seems to take advantage of customers, who may not realize they are being charged for a service they do not use.4.Exploitative Tactics: It is evident that Instacart profits significantly from subscriptions that customers may forget are active. This practice is exploitative and takes advantage of customer oversight.

  Business Response

  Date: 07/20/2024

  Hi ******,
  
  Thank you for reaching out to the Better Business Bureau. Im sorry that Instacart+ isnt working for you right now. We canceled and refunded your membership on July 20th. You should see this in your bank account within 5-10 business days.
  
  Best,

• Initial Complaint

  Date:07/20/2024

  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.

  On July 19th, 2024, I ordered from Instacart around 2 AM. In the instruction box, I left instruction which is why the box is available for people like me who can't typically get up and go. I even emailed the driver the instructions because they might not have checked the box. Unfortunately, He still left it where he wanted. Instacart does not care and is trying to investigate my account when I do not often report orders. Why is there an investigation on my account and not the person who did not follow instructions to make sure I received my order? I have two disabled children and before going anywhere I have to make sure they are settled. If he followed instructions and left them in the hallway like I said this problem wouldn't existed. Why do I need to explain my circumstances for someone to do their job right and for a company to acknowledge their employee's faults? I was also told someone would reach out to me within 24 hours and no one did. They left me no choice but to report this incident.

  Business Response

  Date: 07/20/2024

  Hi Jac Activity,
  
  Thank you for reaching out to the Better Business Bureau. I apologize for the negative experience with us. I issued a full refund for the reported missing delivery on July 20th. You should see this in your bank account within 5-10 business days.
  
  Best,

• Initial Complaint

  Date:07/20/2024

  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 my first order with instacart at sprouts on 7/19/2024. I paid for priority delivery. My delivery was not only an hour late, but my groceries were also spoiled from sitting in a hot car for hours until it got to me. My meat was warmer than room temp and all of my cold items were ruined, and also melted and ruined my other items. Instacart has had the worst customer service Ive ever dealt with. I want my refund . I cant believe instacart is still in business

  Business Response

  Date: 07/20/2024

  Hi ****,

  Im sorry about your recent order. 

  A refund of $59.22 was already processed on Jul 19th. Refunds can take between 5-10 business days to reflect back onto your statement, depending on your financial institution. 

  We reviewed your request, and unfortunately, we cant issue any more refunds, credits, or redelivery on this order. Your account remains active, and you can still shop on Instacart.
  
  Thanks, as always, for being part of our community.
  
  Best,

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 22018284
  
  I am rejecting this response because: my order total was over $100, I only received a partial refund when my whole order was ruined. I was the remaining $41 to be refunded to the original payment method
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/24/2024

  Hi ****,

  Thank you for contacting the Better Business Bureau.

  Im sorry about your recent order.
   
  A refund of $57.73 was already processed to your EBT account on Jul 19th. EBT refunds occcur the same day. We also refunded $1.49 to your payment method. Refunds can take between 5-10 business days to reflect back onto your statement, depending on your financial institution. You were refunded those items you reported as damaged due to poor temperature control. We reviewed your request, and unfortunately, we cant issue any more refunds, credits, or redelivery on this order. Your account remains active, and you can still shop on Instacart.
  
  Thanks, as always, for being part of our community.
  
  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:07/19/2024

  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.

  07/06/24: On vacation with my husband and 3 children in ******************** **, placed an order from Publix (at ********************) for delivery to rental home at 6-8 pm that night. Just before 8 pm, received message that ****** (shopper) was running behind. Delivery completed at 10:15 pm. ****** remained in driveway for ~30 minutes, appearing frantic, cursing, hitting his vehicle while searching through bags in his truck. I retrieved my bags from porch ~11pm, as I feared for my safety while ****** was still there. This was ~4 hours after shopping began and nearly an hour after delivery. All frozen foods, dairy, meat were no longer cold. Immediately disposed of in shared trash area. 07/07/24: Reached out to customer service and requested refund for SPOILED items. Instacart asked for photos of spoiled foods. Explained food had been placed in shared trash area the previous night, and I would not dig through trash to take photos, as this is unsanitary. Sent photos of delivery time, as well as message from ****** accepting fault. After several emails back and forth, Instacart deactivated my account (taking my credit card information with them) due to irregularities they found. Total was $337.52. Unsure of total of spoiled items, as I have no access to my account, but I spent $258 at ****** the next morning replacing the items. A delivery over 2 hours late ALONE should be enough of an issue for Instacart to do the right thing, not to mention spoiled foods, additional money spent on replacing food and now the time I've spent trying to get money that Instacart has stolen from me. Asking for a refund for order #***************** and access to my account so I may remove my CC info before shutting down the account myself. Supporting pictures attached.

  Business Response

  Date: 07/20/2024

  Hi *****,

  I apologize that you faced this negative experience with us. A Fraud & Identity specialist sent communication to you via email on 7/7/24 regarding the report you made. Based on the decision of our Fraud & Identity 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,