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:04/03/2024

  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.

  I ordered food delivery today through Instacart due to my age and fatigue from ongoing radiation treatments for Cancer.The order arrived and I only just discovered I am missing ALL my produce and a bottle of Japanese Sake. Instacart asks in its app how can we make this up? and gives ONE offered possibility: a credit to my Instacart account, which forces me to use that company again in order to get ANY money back.Ordering the absent produce and sake produces another delivery fee and uncertain outcome. How is this in any way fair?

  Business Response

  Date: 04/04/2024

  Hi ***,

  Thank you for bringing this to our attention. To assist better, can you please provide us with the email address associated with your Instacart account? We look forward to hearing from you soon.

  Best,

• Initial Complaint

  Date:04/03/2024

  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.

  I was just billed $99 and have not used this account nor was I aware that I would be billed. I spoke with ********* who said I was inelligible to get my money back. I have not used nor do I use instacart. I do not even use this credit card. I was shocked to see a ding on my credit for a late payment. How to I stop them from continuing to charge me and can I get my money back? I asked for a copy of the bill and this is what I was sent.

  Business Response

  Date: 04/03/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Im sorry that Instacart+ isnt working for you right now. Ive cancelled and refunded your membership for the amount of $99.00. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:04/03/2024

  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 placed the order on ****** Same Day through Instacart with a $40 coupon applied on March 31, the total comes with $85 after coupon. The order was delivered the next day on April 1 with the final receipt become $125. The customer service explained the coupon only valid until March 31 therefore the coupon was "removed".The coupon was valid at the time when my order was placed so they should honour the discount based on the ordering date, not the date when items was delivered. Besides, the company has enough time to notify the customer if the coupon is no longer valid and require to pay the original amount without discount.

  Business Response

  Date: 04/03/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Im sorry that youre not seeing a credit applied to your order. I see that the promo code you used expired on 3/31/2024.
  
  Let me know if you have any additional questions.
  
  Thank you,

  Instacart Customer Experience

  Customer Answer

  Date: 04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The response from the business didn't address my issue. My ask is to honour the $40 coupon which is valid when I have my order placed on March 31, 2024.

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

  Business Response

  Date: 04/05/2024

  Hi *******,
  
  Thank you for contacting the Better Business Bureau. Im sorry that youre not seeing a credit applied to your order. I see that the promo code you used expired on 3/31/2024.
  
  Let me know if you have any additional questions.
  
  Thank you,

  Customer Answer

  Date: 04/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  As per the merchant confirm, the coupon expired on March 31, 2024 and my order was placed on March 31, 2024 where the system still accept the coupon with the $40 discount applied (see below).

  It is clearly that the coupon is accepted by the merchant's online system but the merchant decided not to honour their own coupon claiming it has been expired.

   

  Items Subtotal: $109.44

  Tip: $10.94

  Credit/Discount Applied: -$40.00

  Item GST: $5.41 Total CAD: $85.79

  You saved: $40.00

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

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order with instacart I was a plus member. Almost every order they'd offer delivery time I'd order pay time changed by a hour or more. They have rarely have same time once you hit place order! Then they change it usually again pushing delivery Eben later! Try to cancel or finally do cancel because of these issue now time is unacceptable they charge you *****. Is there late deliveries customers fault yet.they charge.the customer. I was a plus member over 2 years never again. That terrible service was.the last straw first was 1 pm delivery. Then 4pn hey guess what people have lives no convenience when delivery time is always changed I canceled charged 15 horrible practice +

  Business Response

  Date: 04/03/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  I'm sorry you were charged for the cancellation fee. You can avoid this from occurring as long as you cancel the order before the shopper starts your order.

  Please let us know if we can assist with anything else.

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21524553
  
  I am rejecting this response because: 

  Hello 

  Thanks for such a prompt reply. I am not surprised by their generic response. I of course tried to cancel before shopper.started but I know their procedure. My time wasn't changed until shopper was enrout to store. The usual cancel button not showing up

   I used the chat option and

  was told I would be charged this I informed them since shopper had not arrived at store yet.I should not be.considering they.had pushed delivery time out significantly. I also told them they do that often almost every order. 

  This policy of waiting to assign other orders to shopper saving company from paying a acceptable rate. So if.you add.2 or 3 other instacart orders company pays little if any. I stated I had not planned to enroll for a 3rd year plus but did with this order which I planned to cancel when I went in and canceled order. SHOPPER still had not arrived at the store so shopper HAD NOT STARTED SHOPPING.when app stated ******* arrived at store and

  would begin shopping I could

  Still add items to my order until she.checked our. . I immediately sent her a text. Immediately she replied stating she couldnt cancel. I let her know that was OK just do other orders I would continue to try and cancel or at least delete last 4 items. 

   So I went into order and tried.to delete last 4 items the.app refused to delete . By that.time

  I had already had unacceptable business practices from instacart support. Shopper was friendly but.as.stated couldn't help. Looked.at order it was canceled. But again projected.delivery times have never worked out 3 hours is much to long of a delay. Especially since I wouldn't have ordered if 4 pm was given as delivey time . I believe putting a eta on shopping list a great idea.if only.they were factual. I have canceled membership same day. I.will never.use instacart services again. I like factual. Info. Gossip never solved anything. So please stop with.the generic response. I know.your procedures.this habit of not giving accurate delivery time. 

  Something I respect is honesty and integrity.  

  Thank you 

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

  Business Response

  Date: 04/04/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  I'm sorry I can't refund the cancellation fee, but I have cancelled your Instacart+ membership for $4.99. Please allow 5-10 business days for the refund to show on your account.

  Please let me know if we can assist with anything else.

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:04/03/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently used Instacart for grocery delivery April 2, 2024 and my groceries were never delivered to me, instead I received another person's order. This isn't the first time that my groceries were not delivered to me. However I had contacted them and they made no attempts to correct the issue instead choosing not to believe me and asking for proof. Today i was told that my items would be redelivered and were not. This company is full of liars and scam artists who just want your money and have awful customer service. After contacting several representatives i have demanded a full refund and I will be contacting my local bank as well.

  Business Response

  Date: 04/03/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you will receive a $235.72 refund to your original method of payment, which can take 5-10 business days to process.
  
  I am so sorry again for the inconvenience. Thank you for being an Instacart customer!
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 04/03/2024

  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:04/02/2024

  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.

  Missing 2 butter pecan ice creams.I request you to kindly refund the money I paid for them.Very bad experience. The guy literally said hold on for what? I need to finish. I had clearly stated in instructions to ask for replacement, he didn't bother even when I messaged him. Besides not getting 2 butter pecan ice cream, he didn't get the items which are plenty in stock - picture is attached probably because I asked him to use two shoppers for it. Show quoted text

  Business Response

  Date: 04/03/2024

  Hi, 

  I apologize for the poor experience you faced with us. 

  A refund for the amount of $5.61 has been processed to your account. Refunds dont appear in your Instacart account because we submit them to your payment method. Check your bank or credit card account for the refund in 5-10 business days, depending on your bank.  
  

  We appreciate your feedback and will use this information to improve our services in the future.
  

  Best, 

• Initial Complaint

  Date:04/02/2024

  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 only tried to pay for a month subscription and it charged me for a yearly subscription. I am on disability and can't afford to pay for a whole year at once.

  Business Response

  Date: 04/03/2024

  Hi, 

  I apologize for the poor experience you faced with us. 

  A refund for the amount of $98.86 has been processed to your account. Refunds dont appear in your Instacart account because we submit them to your payment method. Check your bank or credit card account for the refund in 5-10 business days, depending on your bank.  
  

  Best, 

• Initial Complaint

  Date:04/02/2024

  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 had an order on Instacart I use Instacart frequently off 2 different accounts. I made a big order April 1st ********************* over 200 dollars. And I never received the order nor do I have a picture references to find my order . I had no worries since Instacart usually is good with stuff like this but they were not this time. I asked for a refund 3 different times was told 3 different times and said I would get one but only getting denied emails and emails saying my account is under review? Which is weird because in the past I have had orders not arrive and get a refund but for some reason now its a problem with Instacart. Idk why my account would be flagged I just need a refund I didnt receive my order and provided proof that I didnt just because in the past i asked for refunds doesnt mean anything . Its not my fault the delivery drivers cant figure out where to drop off my stuff I make it clear in my directions. My ticket number for insta cart is *********. All I want is refund for my order not being received

  Business Response

  Date: 04/03/2024

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

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21522176
  
  I am rejecting this response because: you guys are rejecting my request because of previous ordered just because my ordered in the past werent received doesnt mean anything I know its protocol but its true I didnt receive anything and you guys are just taking my money. Nor have you guys showed my ordered was delivered. This aint right and Im not setting till I get a refund.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2024

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

• Initial Complaint

  Date:04/02/2024

  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 used my Instacart free trial through my credit card. The free trial expired on Friday 3/29. The next day Saturday 3/30 I cancelled my membership but Instacart still charged my credit card for $99 for annual membership fee. I called Instacart and informed them that I called my membership just the day after but they refuse to refund my $99. I asked for a partial refund since they charge $9.99 a month for membership but they still refuse to give me a partial refund. Its unfair for me as a consumer to pay for a full year membership for a service that I will not be using. I understand I canceled my free membership late and I was willing to pay for the one month ($9.99) but to pay for an entire year of membership is unreasonable and unfair. Also, I rarely used InstaCart during my free trial because most of the time the items I want are unavailable. This is bad business practice for they take advantage of the consumer. Most companies has grace ****** to cancel and receive a refund. Per Instacart website they allow 5 days from billing cycle for a refund and I cancelled my membership 1 day after so I should be allowed $99.00 refund.

  Business Response

  Date: 04/03/2024

  Hi ******,

  Thank you for following up on this matter. We have refunded the $99 membership back to your original form of payment. Please allow 5 - ******************************************** your account.

  Best

  Customer Answer

  Date: 04/03/2024

  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:04/02/2024

  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.

  Never notified that automatic renewal was going to happen. Deducted from credit card on 2/17/24. When we saw the entry in the March credit card statement, we immediately requested the credit card company to have it removed. Attached is the notice from them. We called and spoke to 7 different people today from Instacart customer service and was told that it had to be cancelled within 5-days (by one person) or 10 days (by most) or there was no way the charge could be refunded. This is a duplicate account and we have no intention of ever using it and would have cancelled if we had known before it was automatically charged. The company was less than helpful and insisted they could not refund since it was past the "grace ********

  Business Response

  Date: 04/02/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Im sorry that Instacart+ isnt working for you right now. Ive cancelled and refunded your membership for the amount of $104.94. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience