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:03/18/2025

  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 placed a delivery @Sprouts March 6 Shopper cancelled order ( *****************) Sprouts immediately refunded cost of product To my CA SNAP card. I was informed the $6 tip and $4.61 service fee would be refunded within 6 working days. I called and was told we cannot refund because it was paid to shopper I challenged statement. As shoppers receive tip and not service charge. He parroted company policy.I asked for a supervisor. She then claimed fee had never been charged.The charge of $10.61 is still deducted on my account.

  Business Response

  Date: 03/20/2025

  Hi ***********,

  Thank you for reaching out to the Better Business Bureau and sharing your concern regarding your recent order. After reviewing the transaction, we can confirm that there was no tip on the order, and all service fees were released on March 6, 2025.

  The charge you mentioned was an authorization hold placed at the time of your order. Since the order was canceled, the hold was released, and you should not see any posted charges from Instacart on your account.

  We recommend reviewing your account statement again to ensure the authorization hold has been removed. If you have any further questions or need additional clarification, please dont hesitate to contact us.

  We apologize for any confusion this may have caused and appreciate your understanding.

  Best regards,

• Initial Complaint

  Date:03/18/2025

  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 a user of instacart but I have always picked up, I never used the delivery service until 3-15-25. I was in ************* due to funeral and didn't want to drive anymore because it was late and we had finally got to our hotel and settled in. I decided to order something through instacart to feed my kids. The app told me that when the driver called I was to give them a code. So the driver called me when he arrived. I could barely understand him. He started screaming at me, belittling me and making accusations like I was trying to steal food. This came about because I kept telling him that he was not at my door. He kept yelling at me saying that he needed the code to get to my door from downstairs lobby. I gave it and said If you are downstairs I will go downstairs and meet you. He continued to yell at me and scream at me in Arabic I believe and then hung up the phone. Me and one of my older sons walk downstairs together, because of his threatening tones, but he was already gone. My $70 worth of food was nowhere downstairs; it was not outside of my door. So I call him back several times and he again accused me of trying to steal food and lying until he realized he delivered it to the wrong building. So then he was incredibly nice, wouldn't let me get off the phone and kept apologizing. So we watched him drive into the parking lot and run upstairs to the wrong building all while he's on the phone with me. All I hear is "oh no oh no I don't know what to do I don't know what to do your food's gone". So I asked a simple question. I said so you bullied me, threatened me, and accused me of being dishonest when I told you you were not at my door but you insisted on my code by telling me you needed it to get through the door, you left my food at the wrong location and now you can't retrieve it? He hung up on me and blocked my number. I called customer service with no help whatsoever. I was bullied and taking advantage of and would like a refund of my $70 order please!

  Business Response

  Date: 03/20/2025

  Hi *******,

  Thank you for contacting the Better Business Bureau, bringing this matter to our attention, and we sincerely apologize for the unpleasant experience you encountered during your recent order with Instacart.

  We strive to ensure that every delivery is smooth and professional, and we regret that this situation did not meet your expectations. The behavior you described is unacceptable, and we're very sorry for the distress and inconvenience caused to you and your family.

  Unfortunately, as this order was placed through our UberEats partner, even though it was initiated on the Instacart platform, we are unable to take further action on this order. We recommend reaching out to UberEats directly, as they are best positioned to assist with resolving this issue. You can contact UberEats through our app, and steps for doing so can be found in our *********************** article.

  Thank you for your understanding. If you have any other questions or concerns, please dont hesitate to reach out.

  Best regards,

  Customer Answer

  Date: 03/20/2025

  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.  I will follow up with a complaint against the correct business.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/18/2025

  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.

  Instacart unlawfully charged my card unauthorized charges and refused to refund the money, told me the account was locked and that they couldn't verify me, told me to call the bank, refused to give me any assurances that the subscription would even be cancelled! The representative called me unfit and said that because "that account is locked we cannot connect you to a manager". I would not even have known I was getting charged, had I not looked at my bank statement. I tried contesting the charges with the bank, but because the instacart account apparently has my name on it, they won't cover the loss. I canceled the card so that instacart couldn't keep taking charges out, but am really upset about the money I lost. Now I am at the mercy of Instacart, who l So basically it is apparent the representatives of *********'s actions reflect an interest to protect criminals who defraud tax payers.

  Business Response

  Date: 03/20/2025

  Hi *********,

  Thank you for reaching out to the Better Business Bureau, bringing this matter to our attention, and we sincerely apologize for any frustration and inconvenience you have experienced.

  We understand how important it is to have clarity and resolution regarding your account. Please note that our Fraud & Identity team has already sent you an email on March 18, 2025, with further details and next steps to address your concerns.

  If you have not yet received the email or need further assistance, please check your inbox (including spam or junk folders) or feel free to reach out to us directly so we can ensure you have the information you need.

  We appreciate your patience and cooperation as we work to resolve this for you.

  Best regards,

• Initial Complaint

  Date:03/18/2025

  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 am writing to express my deep frustration and confusion regarding my Instacart Shopper application process, which has been stuck on the waitlist for about three years. I genuinely believe there is a technical issue with my account, as I personally know people who have been approved in a much shorter time. When I contacted support, I was advised to create a new account using a different email and phone numberyes, your support team suggested this.I followed their advice and created a new account. My ID and Face ID were approved, but then I encountered my first issuethe system claimed I was under 18 years old. I am 28 years old, and my ID clearly states **** as my birth year. After this strange error, my account was eventually approved, but before I could even sign the paperwork or provide my SSN for the background check, my account was deactivated.When I reached out to support again, they claimed it was due to having duplicate accounts, but that doesnt make sense. I have never been active on Instacart, and my original account is still stuck on the waitlist. Despite numerous attempts to get help, support only says they will escalate my case, but I never receive any emails or timelines.This situation is extremely frustrating. Im simply trying to work honestly, yet I see people exploiting the system and successfully getting accounts, while my legitimate attempts are repeatedly blocked.I kindly ask that you review and resolve my case as soon as possibleI just want the opportunity to work with ************ account information is:Tamires Uchoa Stampini ************************ ********** And I attached some screenshots with the chat and my ID day of birth. I dont understand why am I facing so many glitches and why has it been so difficult for me. I appreciate someone here could help or redirect me to another email, since the chat support has been really unhelpful.Sincerely,Tamires U. Stampini

  Business Response

  Date: 03/20/2025

  Hi Tamires,

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

  We would like to clarify that duplicate accounts cannot be created if an individual has already applied, even if the original account remains on the waitlist. Creating multiple accounts can lead to discrepancies in our system, which may explain the issues you experienced.

  To address your concerns effectively, we have escalated this matter to our Identity Team. They are currently reviewing your case, and they will reach out to you directly via the email associated with the original account for further updates and instructions on the next steps.

  Thank you for your patience as we work to resolve this for you. If you have additional questions or need further assistance in the meantime, please dont hesitate to reply to this email.

  Best regards,
  

• Initial Complaint

  Date:03/18/2025

  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 March 14, 2025, I placed a grocery delivery order through Instacart from Sprouts Farmers Market. However, the order was never delivered. I received a notification that the order had been completed, but after thoroughly checking my hallway and confirming with neighbors, it was clear that no delivery had been made.I immediately contacted ********* customer support to report the issue and request a refund for the undelivered order, including the drivers tip and all applicable fees. Despite providing evidence that the delivery never arrived, including the fact that the photo provided by the driver showed no delivery at my address, my request for a refund was denied. This is completely *************** is extremely concerning that Instacart would charge me for an order that was never delivered and refuse to provide a resolution. Customers rely on Instacart for accurate and reliable service, and failing to deliver a paid order while still charging the customer reflects a serious lack of accountability and customer care.I am requesting a full refund for the undelivered order, including the drivers tip and any associated fees, credited back to my original payment method. I expect this matter to be addressed promptly and that Instacart will take the necessary steps to ensure that future deliveries are handled with greater care and accuracy.If this issue is not resolved in a timely manner, I will have no choice but to escalate my complaint further. I hope ********* values its customers enough to resolve this issue quickly and take responsibility for its service failures.

  Business Response

  Date: 03/20/2025

  Hi *******,

  Thank you for reaching out to the Better Business Bureau and sharing your concerns. We sincerely apologize for the inconvenience caused by the undelivered order and for any frustration this may have caused.

  We have reviewed your case and would like to inform you that a full refund for the undelivered order, including the drivers tip and all applicable fees, was processed on March 18, 2025. Please allow 5-7 business days for the funds to reflect in your original payment method.

  We appreciate your patience during this process and are committed to improving our services to prevent issues like this from happening in the future. Should you have any additional questions or need further assistance, please do not hesitate to contact us.

  Thank you for giving us the opportunity to address this matter, and we hope to serve you better in the future.

  Best regards,

• Initial Complaint

  Date:03/18/2025

  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 placed a order with instacart and received the order but one item was missing and the shopper confirmed with me they did not buy that item for me but instacart charged me for the missing item. I then filed a complaint with ********* and they wrongfully deactivated my account with $250 of gift cards already loaded to my account with no recourse.

  Business Response

  Date: 03/20/2025

  Hi *********,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience this situation has caused.

  We understand your concern, and our Fraud & Identity team has reviewed your account. An email was sent to you on March 6, 2025, with more details and next steps regarding your account.

  If you have not received the email, we recommend checking your spam or junk folders. Should you still need assistance or have further questions, please do not hesitate to contact us so we can ensure you have the necessary information.

  We appreciate your patience during this process and are committed to resolving this matter promptly.

  Best regards,

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23082399
  
  I am rejecting this response because: I complied with all the   Fraud & Identity team asked me to do on  march 6 including sending a picture of my ID and credit card. I still have not received a $250 refund for the gift cards that were loaded to my account.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/22/2025

  Hi *********,

  
  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience this situation has caused.

  
  Please respond to the email from our Fraud and Identity team for further assistance regarding this matter.

  
  If you have not received the email, we recommend checking your spam or junk folders. Should you still need assistance or have further questions, please do not hesitate to contact us so we can ensure you have the necessary information.

  
  We appreciate your patience during this process and are committed to resolving this matter promptly.

  
  Best regards,

• Initial Complaint

  Date:03/18/2025

  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.

  Instacart have this process to delete the instacart+ membership following these steps ***************************************************************** But when you go to the steps they requested it only allows to renew the membership *************************************************************

  Business Response

  Date: 03/19/2025

  Dear,

  Thank you for bringing this matter to our attention, and I apologize for any confusion caused by the cancellation process.

  After reviewing your account, I can confirm that your Instacart+ subscription is currently active; however, the auto-renewal feature has been turned off. This means your subscription will not be renewed once it expires at the end of its current term.

  Please note that since the subscription has been active for more than 5 days, you are no longer eligible for a refund, as outlined in our policy.

  If you have any additional questions or concerns, please dont hesitate to reach out. Were here to assist you.

  Best regards,

• Initial Complaint

  Date:03/18/2025

  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.

  Hello,Ive been trying to get approved to be an Instacart shopper but have been on the waitlist for 5 years now (since 2020). My zip code has changed to *****, but they will not allow me to change the zip code associated with my account to get off the waitlist. Id really like to be able to be a shopper but customer support has not been able to help me. Thank you,***** *********

  Business Response

  Date: 03/19/2025

  Dear *****,

  Thank you for reaching out and sharing your concerns. I understand your eagerness to begin shopping with Instacart, and I truly appreciate your patience over the years.
  Currently, there is a surplus of shoppers in your area, including the zip code associated with your account. Unfortunately, this means we are unable to onboard new shoppers at this time. When onboarding resumes, you will receive an email notifying you of the next steps.

  We value your interest in joining Instacart and thank you for your understanding. If you have any additional questions, please dont hesitate to reach out.

  Best regards,

• Initial Complaint

  Date:03/18/2025

  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 am seeking $17 for 2 separate instacart orders. $8 was promised to me after I contacted customer support and they sent an email confirming this, which I attached below, this amount was not added to my account after further requests and was actually denied by customer support.The other $9 was from unripe apples instacart had delivered. They offer a 100% satisfactory rate, so I expected the money to be refunded, but no. Here are the order numbers and dates: Order number: ********************* (total $8), Date: Feb. 20 Order number: ********************* (total $9), Date: Feb. 28

  Business Response

  Date: 03/19/2025

  Dear ******,

  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration youve experienced in trying to resolve this issue.

  To address your concerns, I have refunded $8 for the tomatoes from your February 20 order and $9 for the unripe apples from your February 28 order. Please allow ************************************************* your account, depending on your banks processing time.

  Additionally, I have sent an email confirmation of these refunds for your records.

  If theres anything further I can assist you with, please dont hesitate to reach out. Thank you for your patience, and I hope weve resolved this matter to your satisfaction.

  Best regards,

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23078877
  
  I am rejecting this response because:

  The following business only sent a confirmation for the $9 refund, but not for the $8, as seen in the attachment.

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

  Business Response

  Date: 03/22/2025

  Dear ******,

  
  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration youve experienced in trying to resolve this issue.

  
  Please allow ************************************************* your account, depending on your banks processing time.

  
  If theres anything further I can assist you with, please dont hesitate to reach out. Thank you for your patience, and I hope weve resolved this matter to your satisfaction.

  
  Best regards,

• Initial Complaint

  Date:03/17/2025

  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.

  I recently had a issue with my order and it told me I had a free trial of the membership of instacart+ and I had an issue with my order few weeks ago and they told me they cancelled my subscription but I checked my bank I was charged $9.99 or somewhere around that price even though I didnt use the service and didnt get any benefit and I was promised before getting charged it was cancelled please fix this issue or refund the 9.99 back to my card due to my bad experience

  Business Response

  Date: 03/20/2025

  Hi ***,

  Thank you for contacting the Better Business Bureau and bringing this matter to our attention. After reviewing your account, we have confirmed that there are no charges for the Instacart+ membership. Your free trial remains active and is set to expire on April 3, 2025.

  To assist you further, we kindly request that you provide proof of the charge you mentioned, such as a screenshot or details from your bank statement. This will help us investigate the matter thoroughly and resolve it promptly.

  We appreciate your cooperation and look forward to assisting you further.

  Best regards,

  Customer Answer

  Date: 03/20/2025

  I spoke with customer service 2-3 days ago senior line and you guys have he told me I see you were charged on march 2 or 3 for $9.99 and it also shows on my bank so I would like it to be refunded because I didnt use the instacart service and had poor experience 

  Business Response

  Date: 03/22/2025

  Hi ***,

  
  Thank you for contacting the Better Business Bureau and bringing this matter to our attention. After reviewing your account, we have confirmed that there are no charges for the Instacart+ membership. Your free trial remains active and is set to expire on April 3, 2025.

  
  To assist you further, we kindly request that you provide proof of the charge you mentioned, such as a screenshot or details from your bank statement. This will help us investigate the matter thoroughly and resolve it promptly.

  Additionally, you can also fill out this form: ******************************************************************

  
  We appreciate your cooperation and look forward to assisting you further.

  
  Best regards,