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:02/18/2024

  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 have attempted on several occasions to cancel orders that did not order. I check the site and there is no way to cancel the order or cancel you account. Instacart holds you hostage with your credit cards and forms of payments. That you can not leave there company. You can contact them and they will not get back with you and say they have never spoken to you. I request a refund for all the illegal orders that they stole my money on

  Business Response

  Date: 02/19/2024

  Hi ******, 

   

   I apologize that you faced this poor experience with us. I have sent an email with further communication regarding this matter. Please direct all additional questions and concerns to that email, and I will address them.

   

  Best, 

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several items on intracart today for my son who is sick up at college. Many of the items are items that are reimbursable through my flexible spending account. As it showed when I was ordering the items. They were being order through ********** I tried to use my flexible spending credit card for the purchases but instacart would not accept it so I had to use my own personal credit card to purchase the items. I asked for an itemized receipt that showed my items, the total, the credit used and my name and information on it and they are saying there is no way they can provide this. that is unacceptable. The only receipt they say they can give me shows the delivery persons picture and name and the items. My insurance company will not reimburse me with that type of receipt. I find it unacceptable that they have no office that can provide me a real receipt that shows my name on it.

  Business Response

  Date: 02/18/2024

  Hi *****,
  
  I apologize that you faced this negative experience with us.
  
  You can view your receipt after delivery through text, email, or from your Instacart account.
  
  Look for an email and text notification with a link to your receipt. From here you can rate your order, tip your shopper, and leave feedback. To review receipts from your account
  In the app
  At the top of the screen, tap the 3 stacked lines
  Tap Your orders
  Tap the relevant order
  Scroll down and tap View receipt
  
  On the website
  
  At the top left, click the 3 horizontal lines
  Click Your Orders
  Click View order detail on the relevant order
  Click View Receipt
  
  Best,

• Initial Complaint

  Date:02/17/2024

  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.

  Date of transaction 2/13/2024 How are you not allowing me to appeal a recent issue due to my high numbers or order issues. Its really concerning that that Im reporting problems with your shoppers and deliveries and your not allowing me to complain another issue with my delivery that was spoiled and damaged. I spent a lot of money using this ********* services. I will not renew my yearly membership due to poor service.They were requesting a picture of the spoiled item which I threw away since it had a foul smell and was room temperature.Then they stated a credit was of $57.94 USD but I requested a credit for ********* for immediate use not the original payment. Yet I have to see any reflection o my bank account or ********* credit.

  Business Response

  Date: 02/18/2024

  Hi *****,

  Thank you for following up on this matter. We have issued you a $57.94 credit USD for the reported issues. This credit will automatically apply to a future order you decide to place.

  Thank you,

  Customer Answer

  Date: 02/19/2024

  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:02/17/2024

  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 groceries were delivered to my neighbors $212.54 worth and I dont know my neighbors so I didnt go over there and take them off their porch. So when the driver sent the picture of the porch I texted him back and said thats not my porch and he said well thats the address the *** took me to. Their address is 58 and ours is 68. I said well thats not my porch he said well I dont have time to go back right now to get them, I said, what am I supposed to do let them have free groceries he said call the company and theyll take care of it. I called the company. They said I have to wait 5 to 10 business days to get my money back WTF. 5 to 10 business days thats ridiculous. I need my groceries or my money I said, so I could buy my groceries again. They said well thats our policy ????. I called them in five days after I didnt get my money back. They said I have to wait the 10 days so I waited and called them again and again and on the 10th day when I called dont ask me why the guy says what time is it when I told him he says well you gotta wait till the 10th day WTF again. He said tomorrow will be the 10th day ????. After the 10 days went by and still nothing I finally called the bank to dispute with the bank. It has now been 19 days and the bank finally gave me a temporary credit and said if they find that Im not due the refund that they will take the refund back.

  Business Response

  Date: 02/18/2024

  Hi ******, 

   

   I apologize that you faced this poor experience with us. I understand how frustrating it can be to have to re-order groceries while waiting for your refund. However at this time we are unable to expedite how long it takes for your bank provider to receive a refund I apologize. 

   

  A refund for the amount of $212.54 has been processed to your account on 2/18. 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: 02/18/2024

   
  Complaint: 21309153
  
  I am rejecting this response because: 

  apparently you did not read my complaint. It has been 19 business days. I spoke to my bank they do not show any deposit coming from you.  Im tired of wasting my time calling your place and my bank. I paid for a membership with you which Im probably going to cancel since this is such a hassle. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/24/2024

  Hi ******,
  
  We sent you an email regarding your order issue on February 18th, along with a refund of $212.54. 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 ******************. 
  
  Best,

• Initial Complaint

  Date:02/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on January 8, **** on my mobile phone. While the Instacart shopper was collecting the items I ordered, a family member had a medical emergency and we could not make it to the store during pick up hours to pick up the order. The shopper also indicated several items were not available, which meant we would need to go shopping elsewhere the next day anyway to get the other items we needed. So we decided not to pick up the order and instead cancel it. During the emergency however, we forgot about cancelling the order. My husband was paying credit card bills a few days later and noticed we were charged for the full order that we did not pick up. We investigated the Instacart account and found we had been charged for the full order, even the items marked unavailable. Instacart's records show the order was picked up by myself at 3:45A.M. CST (or 9:45 UTC). Neither Instacart or Aldi are open at this time of day, so we assumed an employee with the business had committed fraud. My husband was furious, so rather than contact Instacart to resolve the issue he disputed the charge with the credit card company used during the transaction.To our surprise, Instacart responded to the credit card company that they were fighting the dispute because their system shows the order was picked up as well as we hadn't contacted them within 7 days to discuss the issue. So they are attempting to steal our money when no goods were produced or picked up, merely because their terms say we must contact them within 7 days to resolve an issue with an order. My husband and I don't believe we needed to contact them to resolve their fraudulent actions. Nor do we think their terms are valid when the transaction in dispute is in fact based in a fraudulent statement by its employee that the items were picked up. Instacart should have realized the pickup claim in their system could not have been factual and agreed with the dispute to release our funds back to us.

  Business Response

  Date: 02/18/2024

  Hi *******, 

   

   I apologize that you faced this poor experience with us. Orders are automatically closed out by the system if no contact is made requesting the order be canceled I apologize for any inconveniences this may have caused. For future issues if you were to experience this again, please contact support so the order can be canceled or refunded. 

   

  A refund for the amount of $187.64 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 **** business days, depending on your bank.  
  
  

   

  Best, 

• Initial Complaint

  Date:02/17/2024

  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.

  Our instacart account was hacked and the password changed.Instacart is unable to turn our account off because we don't know the password.We informed **************** and they refused to accept the charges from instacart, so instacart charged our adult daughter's card. When she informed her credit card company, they also refused to accept instacart charges. Finally, instacart got to our bank account and had a debit charged against our account. I will inform the bank (Truist) not to accept instacart charges in the future.For a company that can't find us in the system using any information we're providing, they don't seem to have a problem finding out how to bill us for a service we aren't using. We can't log in to change the password and the customer service has been terrible to say the least. They are unable to help at all.It appears after looking at BBB complaints against instacart, that this isn't the first instance of this happening. Instacart is unable to secure our data and then is unable to provide assistance when that data is leaked.Please help us to get instacart to stop billing us.Regards,***********************

  Business Response

  Date: 02/18/2024

  Hi ******, 

   

   I apologize that you faced this poor experience with us. I have sent an email with further communication regarding this matter. Please direct all additional questions and concerns to that email, and I will address them.

   

  Best, 

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21308371
  
  I am rejecting this response because:

  We have previously filled out the form that instacart sent us without any resolution. 
  They are unable to find us in their system using our username or credit card information, but somehow manage to continue to find ways to bill us each month. 
  The only acceptable resolution is for instacart to stop charging us for a service we cannot use and do not want. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/23/2024

  Hi ******,
  
  I apologize that you faced this negative experience with us. Upon review, a specialist 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.
  
  Sincerely, 

• Initial Complaint

  Date:02/17/2024

  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.

  On 2/17/24, Instacart locked out my wife's account due to her using my debit card. While it was a larger order than usual, she has been using my debit card for months. Then all of a sudden it is an issue, when called they said it would take up to 48hrs. While fine, we have done it this way for months and now it is an issue. IF they care about fraud it should have happened the firs time she used my card. They had no problem taking our money until today. This is highly questionable behavior to say nothing of unprofessional behavior. In addition, when speaking with customer service, I asked to speak to someone and the rep could not do that, when asked for a complaint line/department they said they did not have any. When asked for a supervisor I was placed on a protracted hold. This would not be a concern, but we are also trying to order formula for our child. I deem Instacart attempting to imperil our child's health. Also, this feels like select enforcement. I really do not want to say this; however it must be I feel this is discrimination against my wife. She is African American, and I am Caucasian. Only today does Instacart have an issue with taking our money. What other interrpetation is there than, discrimination? Why now is this an issue? I am all for checking but in today's digital world there is not reason to take two business days. Also, not to have a person that has some capacity for action to be able to speak with sounds like an company only concerned with taking and not addressing customers. We are clearly not people to them but walking wallets. We want at the bare minimum a formal apology. Right now, I am going to deactivate our accounts and delete the apps. Any support and/or assistance will be greatly appreciated. Thank you,******************************

  Business Response

  Date: 02/18/2024

  Hi ******, 

   I apologize that you faced this poor experience with us.

  
  Fraud & Identity reviewed and approved your appeal. You are now eligible to shop on the platform.
  
  
  Best,
   

• Initial Complaint

  Date:02/17/2024

  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 tried to cancel my membership and the company refused a prorated refund. The company kept the entire fee for services they will not be providing. I canceled next year's membership, but was unable to receive a refund for services not provided this coming year because I was a few days late from their cancelation window. This company is a total scam. Due to high service fees, and other fees, members are in fact not receiving free delivery.

  Business Response

  Date: 02/18/2024

  Hi *****, 

   

   I apologize that you faced this poor experience with us. I have sent an email with further communication regarding this matter. Please direct all additional questions and concerns to that email, and I will address them.

   

  Best, 

• Initial Complaint

  Date:02/16/2024

  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 have been an active shopper with excellent scores and service. I had to make a purchase with my personal debit card because the digital card was declining. I submitted for several reimbursements which some cleared but others didnt and they did not approve in order of submission. I am waiting for $248.95 worth of reimbursements. My card is going to go in the negative as I need those funds. I have been trying to speak with someone regarding this and keep getting the run around in the chat. The individuals running the chat are not all helpful. Some dont know clear answers.

  Business Response

  Date: 02/17/2024

  Hi *******,
  
  Thanks for reaching out. A specialist sent you an email with further communication regarding the reimbursement request on February 15th. Well review your reimbursement request on or after 03/17/2024. After reviewing it, well let you know if your reimbursement is approved or denied. Please feel free to direct any further issues or concerns to that email.
  
  Sincerely,

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21306005
  
  I am rejecting this response because: I have 5 pending reimbursement request. 3 of which they havent even been reviewed.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/24/2024

  Hi *******,
  
  I apologize that you faced this negative experience with us. A specialist sent you an email with further communication regarding the reimbursement request on February 15th. Well review your reimbursement request on or after 03/17/2024. After reviewing it, well let you know if your reimbursement is approved or denied. Please feel free to direct any further issues or concerns to that email.
  
  Best,

• Initial Complaint

  Date:02/16/2024

  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.

  An order that I made which cost over $225 was only half delivered and left sprawled about my front porch with no bags or protection. I had to find my vegetables rolled off into my garden and bushes. When I tried to get the rest of my groceries ($100 worth) they refused to fix the problem because I made a few complaints on prior deliveries as well (Instacart hires very seedy people to deliver the groceries and they often steal or flat out give you the wrong groceries, it happens almost every time), when I tried to get the rest of my groceries they told me off and stopped communicating with me. I have children who need to eat, not only did i NOT get my groceries, but then they refused to refund me. They took my money and gave me nothing in return. They took a lot of money. $130 worth of groceries is a lot to a family. I would like them to take responsibility for their bottom of the barrel hiring standards and down right amateur business model and reimburse me for the money they took and never gave me what I paid for.

  Business Response

  Date: 02/17/2024

  Hi ****,
  
  Im sorry about your recent order. We reviewed your request, and unfortunately, we cant issue any 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.
  
  Sincerely, 

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21305277
  
  I am rejecting this response because:
  

  This company simply sent you an automated response and ignored actually looking into the problem. This correlates with my original complaint that they ignored me and decided not to fix the problem. Let me reiterate. I ordered about $230 worth of groceries from Instacart, the person delivering the groceries not only kept over $100 worth of the groceries I ordered (and left the groceries I did receive bagless and sprawled all over my porch, had to find my vegetables in my rocks and in the dirt), but even broke a solar light fixture I have in my front yard with their cart stroller they used to bring the groceries up to the front door. After I notified Instacart of this error, they told there was nothing they could do about it and wouldn't even give me a refund for the missing groceries. They essentially stiffed me for about $130 worth of groceries and property damage brought on by their delivery driver (not counting the food that was **** near ruined by being left on the ground outside my front door with no coverage or bag). I gave them $225 and they gave me $100 worth of groceries and basically said, "too bad, haha. There's not a thing you can do about." I want my $130 worth of groceries back. I have kids to feed. They literally stealing my kids breakfast, lunch and dinner. I had to work for that money, that's good ol fashion hard earned cash they stole from me because they can only hire chuds from the underbelly of society. Every delivery person looks like they're on parole or suffering from hard-core substance abuse. There's no way this is legal. You can't take an amount of money that was paid and only give someone 40% of what they paid for and then say "no" when the person asks for the other 60%. Sounds like theft to me. If any lawyers out there are working on a case and this fits your argument than please contact me, I have a few more nightmare stories from this place, it's truly a doltishly ran scam from top to bottom. But overall I want the 60% they still owe me. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/23/2024

  Hi ****,
  
  Im sorry about your recent order. We reviewed your request, and unfortunately, we cant issue any 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.
  
  Sincerely, 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21305277
  
  I am rejecting this response because:

   

  This is the second rejection sent to them, and as usual, they keep responding with automated messages, still yet to speak to an actual human being. I guess this is how they avoid conflict, just let their AI parrot nonsensical responses at people until they give up. 
  
  Sincerely,
  
  *****************************