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Business Profile

Food Delivery

Instacart.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Important information

  • Customer Complaint:
    BBB’s business profile for Instacart was created in January 2013. A review of Instacart complaints was completed in April 2025. Complaints on file state issues with their order(s)

    BBB recommends consumers to review the following:
    Terms and Conditions
    Problem with your order
    Refunds and returns

Complaints

Customer Complaints Summary

  • 7,950 total complaints in the last 3 years.
  • 2,794 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 called in about an order that was placed the groceries were damaged upon delivery. The person passed up items I had to even redirect them. I called Instacart and they attempted to refund the money but told me I needed to fill out a form form. I called in from being charged I was told that that if I cancel then it would effect my refund. I then called back after I was charged and some to a rep who was rude and combative hung up in my face.

    Business Response

    Date: 02/09/2024

    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,

  • Initial Complaint

    Date:02/09/2024

    Type:Product Issues
    Status:
    Resolved
    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: 12/12/2023 -amount of money paid to the business: ***** CAD -business was committed to providing me with grocery items that I selected -nature of the dispute: extremely slow delivery with GPS tracking indicating the delivery vehicle picked up my order, drove elsewhere, waited for more than 30 minutes, at which point we contacted support to see what the issue was and the delivery vehicle immediately began moving towards us to deliver soon after; however, upon delivery, the vehicle was full of occupants that made me feel incredibly unsafe and therefore felt unsafe refusing the items because they appeared confrontational in expressions and body language; the vehicle and therefore my items smelled of harsh cigarette and marijuana smoke and all of my grocery items were coated in a tacky layer of smoke that smelled awful and therefore ruined the fresh lemons that were not in an air-tight container. I contacted support regarding the issue and they only responded with an automated reply and another reply that did not indicate any solution but that further contact would be made by their appropriate team - no such contact has been made.-the business has not made a further attempt to resolve the problem -support tracking #: 7WK9MZ-015N5

    Business Response

    Date: 02/09/2024

    Hi ******, 

    We take reports of smoky deliveries very seriously. I'm sorry you had this poor experience with us. A specialist sent you a follow up email on 12/12 about the safety incident you reported, but that case was closed without any additional responses. They submitted the report against the shopper and our Fraud & Identity team has since followed up with the shopper about this incident. 

    As for your order, I processed a full refund of $51.30 that you should see reflected in your statement within **** business days. 

    If you have any additional questions, please don't hesitate to reach back out. 

    Best,

    Customer Answer

    Date: 02/12/2024

    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.

    I sincerely appreciate the BBB's help in closing my greivance herein.



    Most sincerely,

    *************************

  • Initial Complaint

    Date:02/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 received a gift card from this company- yet when I checked out with said gift card, they charged my card instead. They refuse to give my money back and take the gift card that I obviously wanted to use for my order. Somehow a bug in their system is my fault. This company clearly takes money that arent given permission to take.

    Business Response

    Date: 02/20/2024

    Hi ********, 

     

    I apologize for this poor experience you faced with us. 

     

    After further review the $170 gift card was used on 2/11 during order with Aldi that totaled in the amount of $209.56. Any items added to the order upon the order has been placed will be charged to the debit/credit card on file. 

     

    At this time we will not be processing any additional refunds. 

     

    Best, 

     

     

  • Initial Complaint

    Date:02/09/2024

    Type:Product Issues
    Status:
    Answered
    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 get emails from Instacart about discounts that will be applied to my account. Every time I go to use it it does not work. I feel theyre doing a bait and switch. Ive looked up other peoples reviews and there are a lot of complaints about bait and switch. I got a particular email today saying $20 will be put into my account. When I try to use it there was nothing. I used the online chat and the manager was super unhelpful and said well too bad nothing I can do.

    Business Response

    Date: 02/09/2024

    Hi ****, 

    Thank you for reaching out and I'm sorry for the poor experience you had with us. A specialist from our team reached out to you via email today, Feb 9th, to further assist. Please respond to that email if you have any additional questions or concerns. 

    Best,

  • Initial Complaint

    Date:02/08/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    THEY DELIVERED ME EXPIRED AND DAMAGED ITEMS AND THE REPLACEMENTS WERE HORRIBLE THE CHICKEN STINKS LIKE EGG AND MY GRANULATED PEDIALYTE WAS WET AND GOT ??STONE AND IT HAS TO BE IN THE FORM OF SUGAR TO DROP INTO THE WATER BOTTLE THEY DON'T WANT TO REFUND ME FOR ANYTHING PLUS THEY HAVE THE OPTION YOU PAY WITH EBT AND IN THE END THEY DO NOT WANT TO ACCEPT IT THEY CHARGE EVERYTHING TO YOUR BANK CARD PLUS THE PERSON WHO DELIVERED IT IS NOT THE SAME ONE WHO APPEARS IN THE ***** IS A WOMAN THE ONE WHO DELIVERED IT IS A MAN THIS APPLICATION IS BECOMING DANGEROUS

    Business Response

    Date: 02/09/2024

    Hi *******,

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

    Best,

  • Initial Complaint

    Date:02/08/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Your company deactivated my account on Christmas for no reason, saying it was flagged for fraud. You left me with no food on CHRISTMAS. You canceled TWO orders for absolutely no reason. When I call to check on this repeatedly, I am sent to an offshore customer service call center that has no authority, no ability to assist, and is just a complete waste of time. They offer no assistance, they have no idea what they doing, they are poorly trained, and they are pushy and defensive, claiming indemnity because its flagged by a different **********. The offshore call center does not work for you. They are not another ********** of ********** I am unsure why they are allowed to say that. That is FRAUD. They are a call center, and a prime example of how dysfunctional your company is. You do not support your customers, but instead, we unfortunately have to support you and totally inept business processes. You say I committed fraud, then prove it. Now, I get emails for promotional items, to the email address that you single-handedly deactivated without merit, that I cannot use. You do not send promotional emails to the address I had to open after the other account was flagged because of your internal errors and deactivating for fraud. You need to explain yourself. I need some kind of rebate, coupon, or something else to make up for what you have done to me and continue to do. You are a shoddy operation, and you be should ashamed of the product you put out. What a shame. I will tell everyone how crappy your company, and what your identity really is: a greedy and dysfunctional operation. I work at a law firm. And you are lucky that I dont make you truly understand what a superficial fraud claim means to me. Dont challenge my livelihood, because you wont win. You are despicable.

    Business Response

    Date: 02/09/2024

    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,

  • Initial Complaint

    Date:02/08/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    We were charged $418.06 and we should have been charged $334.22

    Business Response

    Date: 02/09/2024

    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: 02/09/2024

     
    Complaint: 21268257

    I am rejecting this response because:
    The last message i received was them refusing to help me.  See attachment of  their response.


    Sincerely,

    ***********************

    Business Response

    Date: 02/13/2024

    Hi *****,

    I apologize that you faced this negative experience with us. A specialist sent you an email on February 9th, 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, 

    Customer Answer

    Date: 02/15/2024

    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:02/08/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 order was went to the wrong address on 2/1/2014 and was informed that they can no longer resolve my issue because of a high volume of requests. i also had an issue where i was given the wrong items on 2/8/2024 and was also rejected a resolution because of the number of help requests even when i submit the evidence. the shoppers they send to deliver these orders in the ************* area almost never get the order correct and i have to report this resulting in a high number of requests and it is not fair to the customer to suffer because their employees can not do their job right. this restriction should be removed

    Business Response

    Date: 02/09/2024

    Hi *********,

    I apologize that you faced this negative experience with us. We issued a refund of $52.73 on February 9th. We take your feedback very seriously and will use this information to improve our services in the future.

    Best,

    Customer Answer

    Date: 02/13/2024

    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:02/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 instacart for groceries and household items 2/7 to be delivered 2/8 between 7-9am est. It was out for delivery and I was getting my kids off to school so I thought yeah it'll be there when I get back. Spent ******. I got the notification that it was delivered. So when I got home, it was not there. I checked the picture and the picture is not my house. I contacted support who said that they were going to refund the money. And when they tried to it comes up blocked that they cannot. So I received an email to appeal the denial in which I appealed. They still refused to refund and kept my account open. I would order once a week usually. I've had a couple issues where they would deliver to the wrong address even though my address is clear.

    Business Response

    Date: 02/09/2024

    Hi *****,
     
    Im sorry about your recent order. We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery on this order. Upon checking, a specialist sent communication to you via email on February 8th regarding the report you made. 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: 02/09/2024

     
    Complaint: 21267211

    I am rejecting this response because: I never received my order. It is illegal to withhold funds for items not received. I have shown all the proof that the house that the order was delivered to is NOT MY HOUSE. MY HOUSE IS BLUE. THE HOUSE IT WAS DELIVERED TO IS TAN. 

    Sincerely,

    ***************************

    Business Response

    Date: 02/13/2024

    Hi *****,

    Im sorry about your recent order. We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery on this order. Upon checking, a specialist sent communication to you via email on February 8th regarding the report you made. Please review the email that was sent to you. If you have any questions or concerns, please respond directly in that thread.

    Best,

  • Initial Complaint

    Date:02/08/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Yes I placed a order with instacart on January 22nd **** and I never got all my items and they never done anything about it and they said they were going to give me a refund but I have not received anything they keep telling me I have gotten it but every time I go check no I haven't. Then I received a email saying that the lady that had shot for me at Food Lion was fired for stealing so that should show them that she is liable to do that and something needs to be doing I need a refund for the items I did not get this has been on too long. They keep messaging me and telling me I'm getting the refund but never really send it and I'm just tired of going in circles with them

    Business Response

    Date: 02/09/2024

    Hi *****,

    We sent you an email regarding your order issue on January 22nd, along with a refund of $91.20 for the affected items. We take your feedback very seriously and will use this information to improve our services in the future.

    Best,

    Customer Answer

    Date: 02/12/2024

     
    Complaint: 21266612

    I am rejecting this response because: They never give me a refund 

    ********************************************

    Business Response

    Date: 02/13/2024

    Hi *****,

    Thank yo for bringing this to our attention. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.

    Thank you,

Instacart.com is NOT a BBB Accredited Business.

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