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:03/21/2024

  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.

  Instacart shoppers have substituted higher priced items (without approval) for items on my shopping list. When I decline the substitute they tell me they have already checked out, so I have been skeptical for a while. Today I put in an order for ****** mainly because I needed to have allergy medication delivered for a trip I am preparing for. My shopper told me they were "out of stock". I have never experienced this and was near ****** so I stopped by and they had two full cases of the medication (I took a picture). I called Instacart to tell them I am not happy with the service, especially since I have to take the time to REshop the items I need. I paid for a service and they are not truthfully fulfilling it on their end. I asked them to cancel my membership and refund the subscription cost ($99). My subscription just began in January so I have only had it 2 months. After being on hold for 30 minutes, getting transferred 3 times (one customer service rep told me she "forgot" she wasn't trained on refunds after making me stay on hold), the membership **** refused a refund because they didn't have authority and there was no one else I could talk to. Instacart will only refund your subscription if you never place an order. WHAT? So customer service is terrible and Instacart is not concerned about customer satisfaction. I am frustrated they will not cancel my subscription and refund my money when I am never going to use the service again because I cannot trust the shoppers are being truthful in their actions. This is supposed to be a service of convenience and it's anything but when I end up shopping anyway and I am kept on hold for 30 minutes. I would like a full refund for my subscription and my membership cancelled.

  Business Response

  Date: 03/21/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  I'm sorry for the experience you had today with your shopper.

  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.

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 03/23/2024

  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:03/21/2024

  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.

  On March 16th, I placed an order with Metro. I had ordered 3 cakes, out of which the shopper only purchased ONE - ************ ***** chocolate. However, he marked the caramel crunch cake - $***** as "found" too when he did not actually buy it therefore I was charged for it. I noticed this mistake and informed him to fix this issue but he insisted he has already refunded for it. I requested him for the physical receipt so I can prove to instacart that I only received 1 cake. The receipt is attached and you can see my chats along with proof from rep confirming I will receive the refund.Now, I have been going back and forth with the customer service for refund and it has been a week but they just send me automated response that my account is not eligible. It is clear from the physical receipt that the shopper DID NOT PURCHASE 2 CAKES. I have provided all the proof so why?On top of this, I had bought the insta membership for 12.** and they banned my account therefore I'm not able to use the service.As a resolution, I need the cost of cake *****+ taxes and service fee refunded. Along with the ban lifted and cost of insta membership refunded since I was charged for it but my account was banned.Please rectify this issue ASAP.

  Business Response

  Date: 03/22/2024

  Hi ********,

  I apologize that you faced this negative experience with us. Upon checking, a specialist sent communication to you via email regarding the report you made. Based on the decision of our Trust & Safety 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: 03/22/2024

   
  Complaint: 21465954
  
  I am rejecting this response because:

  1) i did not receive any email from a specialist. There is no breach of policy here. Your shopper made a mistake, i have provided proof of this with the attached receipt showing the items purchased and the Caramel crunch cake is not in that receipt so why was I charged for it in the system?

   

  2) i purchased the insta+ membership but you banned my account without any communication. Your reps keep telling me my account is still active but now im being told it is indeed dractivated. So I should be provided refund for the membership since I cannot use and had my access revoked 2 days after purchase.

   

  resolution: refunded for the cake as it was not purchased *****+ taxes and fees

  +

   

  Insta+ membership refunded as you did not allow me to use the membership by revoking my access.

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

  Business Response

  Date: 03/25/2024

  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 $9.99. You should see this in your bank account within 5-10 business days.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21465954
  
  I am rejecting this response because:
   Theres 1 issue that is still not solved:

  - I was charged for an item I did not receive "Caramel Crunch Cake" $31.99+ tax and service fees.

  This can be seen in thr attached receipt from the shopper who only purchased 1 out of 3 cakes but did not update the system therefore I was charged for an additional item. I need the above amount with taxes refunded.

  Please life the ban from my account as you can see my complain is valid and i have provided all proof.

   

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

• Initial Complaint

  Date:03/21/2024

  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 need to be reimbursed from Instacart for 2 transactions I paid for on my personal card on behalf of Instacart.The transactions are dated January 14th, 2024 and both occurred at Food Basics in ************* and were paid for ** my personal Westjet Mastercard with **** 1st transaction: ****** - the instacart order ID for this is: ********************* transaction: ****** - I do not have the instacart order ID for this I am not able to submit these for reimbursement requests on the instacart app and have been given false hope about getting these reimbursements completed by instacart support chat people. Below I have attached proof of my transaction records with **** I hope this can be resolved ASAP.

  Business Response

  Date: 03/21/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  The reimbursements you have requested we purchased on 1/14/2024. We do not have any deliveries for you on this date.

  Our Fraud and Identity team sent you an email on 3/21/2024 regarding your account status. Please review the email for more information and next steps.
  
  Thank you,

  Instacart Customer Experience

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21462829
  
  I am rejecting this response because: I completed 6 batches consisting of 12 orders through Instacart on January 14th. I need 2 reimbursements from that day of my shopping: the two transactions I paid for were at the Food Basics in ********* and were $210.72 and $266.27. Please reimburse me for both of these charges as you will see on the instacart card I did not pay for either of these orders but I did the rest of them on the card that day. 
  
  Sincerely,
  
  Kaitlin Eagle-*******

  Business Response

  Date: 03/25/2024

  Hi *******,
   
  Thank you for contacting the Better Business Bureau.
   
  The reimbursements you have requested we purchased on 1/14/2024. We do not have any deliveries for you on this date.
   
  Our Fraud and Identity team sent you an email on 3/21/2024 regarding your account status. Please review the email for more information and next steps.
  
  Thank you,
   
  Instacart Customer Experience

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21462829
  
  I am rejecting this response because: I MADE DELIVERIES ON INSTACART ON JANUARY 14TH, 2024. LOOK IT UP IN YOUR SYSTEM, I SHOWED MY SCREENSHOT ATTACHED WITH MY DELIVERIES THIS DAY. PLEASE REIMBURSE ME FOR THE REQUESTED AMOUNT. 
  
  Sincerely,
  
  Kaitlin Eagle-*******

  Business Response

  Date: 04/14/2024

  Hi, 

  Please review the email from Fraud and Identity and follow up by responding directly to their email with the next steps. 

  Best, 

• Initial Complaint

  Date:03/21/2024

  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.

  On 03/16/2023 I placed order #***************** of ribs with Instacart and they email me receipt on 03/17/23 of $62.73 plus $1.19 fee. It's says on they website the actual receipt will be email to me after order will be pick up by shopper, because of availability or passable replacement and actual weight of items. They actually emailed me pictures of final items with receipt. When shopper delivered ribs to me the price on both packages of ribs was different , Less, it was $51.78. I emailed them rite away, no response so next day I called, first person ask me to hold for one or two minutes so she can look in to it, I was on hold for over 20 minutes and then she hang up on me. Then I called again and next one his name ***** ask me to email him pictures off the packages I received and then he start talking about some kind of mark up then he said that he locked out of the system and ask me to feel out a some form , I did, then I got this:We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery for this order,If youd like to appeal this review, please fill out this form and include your ticket number: *********. I did and nothing! In last email I told them its not about some $11 it is a principle and if they not going to do rite thing I'm going to file complain with you and then my credit card. Thanks

  Business Response

  Date: 03/21/2024

  Hi IIya,

  Thank you for contacting the Better Business Bureau.

  Thanks for reaching out about the price difference between your paper receipt and your digital receipt. Im happy to explain further.
  
  Retailers set their own item prices on Instacart, and they can offer the same sales and discounts available in-store. ******** Instacart pricing policy is Prices are higher than your local warehouse, which means prices you see on Instacart for Costcos items generally reflect higher than in-store prices in your area.
  
  You can learn more about item pricing and retailer pricing policies in our Help Center.
  
  I hope this helps. Please let me know if I can assist you with anything else.
  
  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21465356
  
  I am rejecting this response because: I understand maybe few $ mark up like it was with pork ribs but not $9 on beef ribs , then its need to be in disclaimer and because its wasnt it just a miss leading and  price gouging practice. In 2 months I ordered from them 3 times, 1st time they brought wrong item,so they refunded price but not a fee, 2nd time I ordered 10 items, but they delivered only 4 but same fee, for that they gave me $10 coupon and now thisnot even once good clean delivery. And last one those ribs guy didnt even put in the bag, he was holding in his hands and I dont know for how long he was driving it but those ribs were defrosted Im not going to order from Instacart again and will tell everyone. I did sign up for Instacart plus, I will cancel it.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2024

  Hi ****,

  I am following up with you regarding your Better Business Bureau concern. I would first like to offer our sincerest apologies for the poor experience.

  Retailers set the prices of items available for delivery on the Instacart platform. We do not normally include the paper receipt with your order because the in-store prices do not reflect what the retailer has set the prices of items for on Instacart. What you are charged is what you see on your digital receipt, and you are charged by Instacart, not the retailer. 
   
  For your convenience, ******** pricing policy is as follows: 
  Prices vary from in-warehouse
  Prices are higher than your local warehouse.
  
  I hope that clarifies what you're seeing. Please don't hesitate to contact us again if you have any other questions. 

  Best,

• Initial Complaint

  Date:03/20/2024

  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.

  The *** has notified me they received a 1099 from Maplebear dba intstacart with my social security #. I have never been employed by this company. I have called their customer service # and office number. *** had to leave voicemails but been unable to get a call back. I need to find out who is using my social security #.

  Business Response

  Date: 03/21/2024

  Hi,

  Im sorry to hear you received a 1099. Ill escalate this issue to a team that can get this fixed for you. You can expect a response in the next business day.

  Best,

   

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21463406
  
  I am rejecting this response because: the company thinks I received a 1099 from them. I don't work for them, so I wouldn't have received one. However the *** received one from their company, with my S.S.# which means one of their employees has my S.S.# and is using it for employment.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2024

  Hi *****,
  
  Thank you for reaching out to the Better Business Bureau. I apologize that you faced this negative experience with us. Upon checking, a specialist sent communication to you via email on March 21, 2024, regarding the report you made. If you have any questions or concerns, please respond directly in that thread.
  
  Best, 

• Initial Complaint

  Date:03/20/2024

  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 have been seeking reimbursement for a shopping trip that took place on February 11, 2024 for over a month now. On 2/11 while shopping at Marianos, The payment card that Instacart provided did not work during checkout. I used my personal debit card to pay the total which came out to $154.51. The Instacart app initially did not allow me to put in reimbursement request so I use the app chat function to connect to a representative to initiate the request. The first chat agent told me that they were submitting a request on my behalf and that I should expect communication about reimbursement. A week went by and I reached back out to Instacart through the chat and a different agent me that the first agent never put in a request and asked for additional details like a copy of the receipt and so on and they told me that they put in a request and that I should expect to receive payment in two weeks. Two weeks went by and nothing , I saw support again through the app went through the process of submitting another photo request of the receipt. They told me they submitted request and gave me a ticket number and said I should receive reimbursement in about two weeks. ANOTHER 2 weeks go by and Im bothered. I reach back how to Instacart through the app and the agents confirmed that there were other reimbursement request but that they could not approve it and then I should wait another two weeks. I informed them that I have waited a month for reimbursement and I cannot follow up with anyone because when you contact customer service through the chat, the chat delete the chat history after each interaction. I asked for a manager email phone number. None of the agents through the Instacart app helped. I was able to escalate to someone who they said were a manager, but they also told me that they could not move the process of reimbursement approval, any faster and they continuously asked me to upload the receipt, although I have already done this 2 to 3 times already.

  Business Response

  Date: 03/21/2024

  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: 03/21/2024

   
  Complaint: 21463377
  
  I am rejecting this response because: I am having issues replying to the email sent because I signed up using an iCloud email through Apple that I cannot reply from. Can you please share the email address you are sending from so I can reply to the correct person?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/22/2024

  Hi ******,
  
  Thank you for reaching out to the Better Business Bureau. I apologize that you faced this negative experience with us. Upon checking, a specialist sent communication to you via email on March 21, 2024, regarding the report you made. If you have any questions or concerns, please respond directly in that thread.
  
  Best, 

  Customer Answer

  Date: 03/27/2024

  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:03/20/2024

  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.

  On February 21, 2024, Instacart charged me $99 for its services. Yet, it does not serve my area, therefore I've asked for a refund. They have refused, telling me that my complaint did not come within 5 days of the charge. I explained I would have liked to use their service, but they are unable to live up to their contract-They do not service my area!

  Business Response

  Date: 03/21/2024

  Hi, 

   I apologize that you faced this poor experience with us.

  A refund for the amount of $99.00 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, 

  Customer Answer

  Date: 03/21/2024

  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:03/20/2024

  Type:Billing 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.

  Shopper delivered bags of groceries and the container of blueberries I opened up and spilled into the bottom of the bag. If shopper had put container in plastic bag it would have prevented the blueberries from falling into shopping bag. I have enclosed a photo

  Business Response

  Date: 03/21/2024

  Hi ********,

  I apologize that you faced this negative experience with us. I applied a $4.43 credit to your Instacart account. You can see this in the Credits, promos & gift cards section.
  
  The credit automatically applies at checkout on your next order. Remember that Instacart credits dont apply to alcoholic items.
  
  Im sorry there was an issue with your order. We appreciate the opportunity to make it right.

  Best,

  Customer Answer

  Date: 03/21/2024

  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.
  Thank you for your swift resolution.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/20/2024

  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.

  On 3/20/2024, I tried to check the price of iPad Pro and iPad Air on Instacart.then I find out that if I use Instacart gift card, I need to pay 10% more. the problem is they even not telling me there is 10% more. the details of the charges could not balanced.and if I choose to pay with a credit card, no this amount.I asked their customer service. they said it is an extra fee and it is a must. and if you pay through a credit card you still need to pay the amount later.the strange thing is when I do the same thing 8 days before. there is no this 10% extra charge.there must be wrong somewhere.

  Business Response

  Date: 03/20/2024

  Hi ******,

  I apologize that you faced this negative experience with us.

  The service fee covers a broad range of operating costs, including shopper operations, insurance, background checks for shoppers, and customer support. 

  The service fee isn't a tip and doesn't go directly to the shopper delivering the customers order.

  Service fees vary and are subject to change based on factors like location and changes to the number and types of items in your cart. 

  You can view the service fee total on every order at checkout. 

  Best, 

• Initial Complaint

  Date:03/20/2024

  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.

  My Instacart account was hacked sometime in January of 2024 and apparently they signed up for a 14-day trial that resulted in an automatic renewal charge of $99 on 2/5/2024. I received an email saying my account *** have been compromised on 3/20/2024 and changed the password then logged in to see that I had been charged. Immediately canceled the membership and started a chat to explain the situation because I had not used this service since 2021, I didnt even have the app downloaded on my phone. They tried to get me to pay $9.99 a month for a membership I had already paid for (??) then told me they physically cannot refund anything past 15 days post-charge. Would not consider my situation or escalate the issue to a supervisor. Seeing as I havent logged in since 2021 someone accessing my account and signing up for a 14 day trial that auto renews seems like some sort of fraud going on at the company. Especially since they wont consider refunding despite having proof of not using their service in 3 years.

  Business Response

  Date: 03/20/2024

  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

  Customer Answer

  Date: 03/21/2024

  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,
  
  ***********************