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:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an independent contractor for Instacart. I was promised to be paid $612.99 that I made on December 11th,2023. I have contacted the business 9 times now and every time I am either disconnected, ignored, argued with or just told they would get back to me and no one ever does. I have not been paid the full amount and have provided all the facts to them several times including screenshots and the math. They are not willing to help me recover what I have lost. I will not stand for this anymore. I contacted them the day it happened and almost everyday since. And now I am just being told I needed to do it right away, I did but no one will help me. They promise to be there for their contractors and they are not. Something has to be done about this. My civil rights are being violated because I can not depend on this company to fulfill their promises. Its absolutely ridiculous and they cannot get away with treating people like this

  Business Response

  Date: 12/22/2023

  Hi ******,

  I apologize for the poor experience that you faced. If this is regarding a reimbursement request, please submit a clear photo of the receipt via the app. If this is concerning another payment issue, please provide in further detail.

  Sincerely, 
  

• Initial Complaint

  Date:12/21/2023

  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.

  Instacart employs shoppers in my area that constantly select expired items or incorrect items. Over the last couple of years,I've requested refunds when I received expired items or incorrect items. Because of this, my account was placed in a "hold" status where I am unable to request refunds. I stopped using instacart because of this. I am writing this complaint because I think an investigation needs to occur into the business practices of hiring and training shoppers. I have pictures of expired and rotten grocery items. In another instance my order was not delivered and the instacart customer service told me they were unable to help me. It tool about 90 mins before a representative reached out to the shopper and confirmed my order was never delivered. Instacart is charging customers for services they are not providing. I would like my annual membership fee back (I will never use them again), but that's not possible that's okay. I just want this complaint filed so there can be some sort of investigation. Also, I have records of emails and chats supporting everything I've described.

  Business Response

  Date: 12/22/2023

  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: 12/22/2023

   
  Complaint: 21043997
  
  I am rejecting this response because:

  It appears the response generated by the business is an automated response. It does not directly address the unique issue I experienced that is the basis of this complaint. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/23/2023

  Hi *******,

  We understand your concerns and we are taking the proper measures to ensure that we not only meet your expectations, but that we also uphold the policy that we have in place. At this time we are unable to remove the restriction from your account. However, as you continue to shop, the orders will continuously be evaluated and the status of your restriction updated appropriately.
  
  For any order issues, please contact ************************** for further assistance.
  
  We appreciate your feedback and will use this information to improve our services in the future.
  
  Sincerely, 

• Initial Complaint

  Date:12/21/2023

  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.

  A month or so ago I placed an order on this app. I have done so previously and also just realized the DC settlement also applies to those in ** and SC as we have been charged service fees which the company kept.For this case, I had a rude and unsafe delivery man and wrote in through the app AFTER TELLING THE DELIVERY MAN THAT THE ***** WERE WRONG! Instead he got and attitude because I order organic foods!!! I said NOOOO substitutions. When I tried to tell him he got aggressive in which I defended myself as a woman and always will! Instacart CREDITED ME MY FUNDS FOR TRASHED ***** AS I CANNOT EAT NON-ORGANIC FOODS DUE TO A HEALTH ISSUE! A few weeks later apparently, they emailed me to state that they opened up an investigation. THEN THEY LOCKED AND SUSPENDED MY GOD **** ACCOUNT AND KEPT MY $30 CREDIT! In my legal language this is called THEFT! This company allowed some random csr to "investigate" who probably has ZERO CARE to do so properly! I do not CARE WHATSOEVER if my accounts ***** up as after reading the multiple criminal style activities from this illegitimate organization - but what WILL NEVER EVER HAPPEN IS THAT I GET ROBBED TWICE! Never. I will end up on EVERY SINGLE NEWS CHANNEL discussing how a company can rob paying customers and I CANNOT BE THE ONLY ONE! Pay me my money that I worked hard for! I don't care if it's $1! It's mine! And PROVIDE ME WITH A COPY OF THE TRANSCRIPTS AND ACCOUNT SINCE I AM THE GOD **** CONSUMER! It is owed to me! I have sceenshots juuuust in case! And if I have to share them with every journalist in the southeast, I WILL. If I need to file a criminal complaint - I WILL DO SO. YOUR DELIVERY PERSON STARTED THE BATTLE AND I WAS PENALIZED FOR SPEAKING UP! It is MY money! I eat organic and whose business is that? NO ones but mine! Pay me my money back for items I NEVER RECEIVED!!!!

  Business Response

  Date: 12/22/2023

  Hi *****,

  I apologize for the poor experience that you faced. You should have received an email from Trust & Safety regarding your account suspension. Please respond directly to that email for next steps.
  
  If you've already responded, our team will follow up with you in the order it was received.
  
  Sincerely, 

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21043109
  
  I am rejecting this response because:

  I Have ALREADY DONE SO AND I AM BEING swung around and swindled! DO NOT TEST ME because I am so happy to disclose how this company is stealing from app users! You already got hit in CA and **. GET ME MY MONEY BACK FOR ITEMS I DID NOT RECEIVE! I am not doing anything else BUT REQUESTING MY FUNDS OR I WILL BE INITIATING LEGAL ACTION BECAUSE YOU DO NOT HAVE THE RIGHT TO SUSPEND ANY SUCH ACCOUNT DUE TO THE FAILURE OF AN EMPLOYEE ON YOUR END! This is an injustice! I do not care whatsoever about using this trash app! WHAT YOU WILL NOT DO ** *** A US CITIZEN FOR THEIR HARD EARNED MONEY! 
  

  PAY ME MY MONEY BACK ASAP! 

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

  Business Response

  Date: 12/23/2023

  Hi *****,

  Thank you for your response. At this time, we are unable to action your account; however, a specialist from our Trust & Safety team will reach out in the order our request was sent.

  Sincerely, 

   

  Customer Answer

  Date: 01/07/2024

   
  Complaint: 21043109
  
  I am rejecting this response because: this company literally just lied to the BBB and robbed - LITERALLY ROBBED A USWR OF HER FUNDS. NOT SURE HOW THIS IS ALLOWED EVEN WITH EVIDENCE. NEVER ONCE HAVE THEY ADMITTED THAT THEY HAVE NOT. So, the next ATTORNEYS SEEKING TO TAKE UP LEGAL ACTION TOWARDS THIS COMPANY - YOU HAVE THE ABSOLUTE RIGHT TO CONTACT THE BBB FOR MY CONTACT INFORMATION  I WILL JOIN ANY CLASS ACTION SUIT AND TAKE THE STAND IMMEDIATELY. Please keep checking online as I will be launching a website dedicated to this company and taking names down for those robbed by this crooked company. That is step one. All it takes is ONE CUSTOMER WITH PROOF THAT THIS COMPANY LITERALLY STOLD MONEY FROM A PAYING CUSTOMER TO DESTROY THEIR EXISTENCE. I have nothing but time  

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

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Instacart gave me a new user coupon $30. I applied this to the cart but they would not honor the coupon. It specifically said "your $30 will be applied to your cart". They are not refunding my $30.

  Business Response

  Date: 12/22/2023

  Hi ******,

  I apologize for the poor experience that you faced. Upon review, the coupon was only eligible for customers placing their first orders. Unfortunately, we are unable to issue a refund based on this information.

  If we can be of further assistance, please reach out.

  Sincerely, 

   

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 21042946
  
  I am rejecting this response because: This was my first order and as i showed in the screenshots you can see that I received emails informing me I had a coupon to use and only 8 days left to use it. In the app and on Instacart it showed up in my promotions and as I was picking out items it told me when I reached the dollar threshold of the purchase when the coupon would be honored. I fulfilled my part of the purchase amount and instant did not give me the coupon that was offered in the app and sent to me via email from a referral.  This is a poor business practice and shows what kind of company they are. The ripped me off. Shame on them and there practice. They definitely don't care about customers 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/04/2024

  Hi ******,
  

  Thank you for contacting the Better Business Bureau.

  I apologize for the poor experience that you faced. Upon review, the coupon was only eligible for customers placing their first orders. Unfortunately, we are unable to issue a refund based on this information.
  

  If we can be of further assistance, please reach out.
  

  Sincerely, 

  Instacart Customer Experience

  
  

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21042946
  
  I am rejecting this response because:
  I gave you all the proof. This coupon was in my app and I received a email telling me I had 8 days left to use the coupon.  I placed and picked ** my first order in compliance with the coupon and instacart did not honor the coupon.  Thus was a poor business practice as you can see they emailed me hours before to use the coupon before it expired so that is what I did. Total BS from this company.  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/21/2023

  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 place an order at ******* through Instacart on 12/12 the order was delivered by two extremely high marijuana shoppers my order smelled so bad of weed that I could not even eat the produce or anything that was opened. I have asthma that was triggered. I contacted Instacart five emails later they gave me a credit for the produce told me the shopper had been taken off of my orders. Today my order is delivered by the same marijuana shoppers, I couldnt even bring my order in the house because the smell was so strong. The order has been sitting in the driveway for four hours now, and Instacart is not giving me any answers . I have all of the text and emails documenting what they said from the last order and what they said from this order.

  Business Response

  Date: 12/22/2023

  Hi *******,

  I apologize for the poor experience that you faced. Upon review, we have since issued a credit in the amount of the order. You may use this credit towards your next order. Further, we've prevented you from being paired with the shopper in the future. Further, our food safety team has contacted this shopper in regards to the report. 

  Again, we are sorry for the inconvenience this caused and we will use this feedback to improve our services in the future.

  Sincerely, 
  

• Initial Complaint

  Date:12/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 12/21/23 I tried to place an order with the gift card I was gifted and it wont allow me to use It I have called and tried to chat but have not received any response.

  Business Response

  Date: 12/22/2023

  Hi *****,

  I apologize for the poor experience that you faced. Upon review, I see that you were able to place your order with the gift card. 

  If you still need assistance, please do not hesitate to reach out.

  Sincerely, 
  

• Initial Complaint

  Date:12/21/2023

  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 purchased a gift card for Instacart on the Instacart app on 12/9/23. It was supposed to be delivered to my house. It still hasn't shown up, yet it was charged to my credit card. I contacted customer service on 12/19/23 and 12/20/23 via the chat feature through the app. I was told I would receive a code via email that I could redeem to purchase a new gift card. I'm still waiting for this email (12/21/23).I also purchased a 3-month subscription ($29) at the same time i purchased the gift card. I received an email with the gift certificate with no problems. I've been a customer of theirs since 2016 and have never had a problem with them. At this point, I just want them to refund my $50 for the gift card and the $29 for the subscription, for a total of $79.

  Business Response

  Date: 12/22/2023

  Hi ******,

  I apologize for the poor experience that you faced. Upon review, I do not see any purchase of the gift card. I have searched the email that you provided but have not discovered the gift card nor the $29 subscription. I do however see that you were charged $99 for the subscription on 12/6.

  Did you use a different email when purchasing the gift card? Further, an email would have been sent out, rather than physical mail.

  We look forward to hearing from you.

  Sincerely, 
  

  Customer Answer

  Date: 12/23/2023

  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 did use a different email and didn't realized I didn't mention that in my complaint. Plus, I was able to resolve this issue on my own. 
  

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

• Initial Complaint

  Date:12/21/2023

  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.

  Instacart is a thieving company that offers little to no customer support. I have had numerous wrong orders in which they "credit the account" back, but no credits ever show up at check out. It's just the normal Instacart+ discount for using the service. The customer service team does not care and they do not help the consumer, so buyers beware! I am seeking a cash refund for $15 in incorrect or missing delivery items, plus $19.99 refund for the annual membership fee.

  Business Response

  Date: 12/21/2023

  Hi ******,

  I apologize that you faced this negative experience with us. 

  Im sorry there was an issue with your deliveries. I checked your orders and see that we gave you credits for all reported order issues and most of the credits have already been used. At this time we are unable to provide any additional refunds. 

  The prorated amount is based on when you signed up for your membership and how often you used it.
  
  Ive canceled your membership, and youll get your refund in **** business days, depending on your bank.
  
  Youll also receive an email confirming your cancellation. If you cant find this email, please check your spam folder.
  
  Best,

• Initial Complaint

  Date:12/21/2023

  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.

  On November 17 I did 6 jobs for Instacart. I did not have my payment card with me. According to Instacart rules I am allowed to pay with a personal card and be reimbursed. The app for the shoppers only sends out a notice of reimbursement if you have completed the purchase and their cards have not been charged. After 30 days, I was finally reimbursed correctly for 3 of the jobs. I was reimbursed a partial payment for one and was asked for further documentation for the other two. I provided that documentation and went to their help line to discuss the two not paid and the incorrect payment of the third. I was assured that it would be escalated and I would receive my reimbursements. I contacted Instacart again yesterday. I do have screenshots of some of my conversations if needed. Attached is a screenshot showing I made 6 requests, a screenshot showing they reimbursed 4 jobs, 1 incorrectly. Copies of the three receipts in dispute and documentation from my discover card showing the charges in my personal account. I have spent numerous hours trying to resolve this. I have not had any communication from Instacart explaining the issue. Instacart owes me $172.94. Please help me get this resolved. It has now been 34 days.

  Business Response

  Date: 12/21/2023

  Hi *****,

  I apologize that you faced this negative experience with us.

  I have escalated this matter to our Financials team for further assistance.
  
  Once you receive the email, please review it for additional information on the status of your account and the next steps. If you have any questions or concerns, please direct them to that email thread.
  
  Be well,

• Initial Complaint

  Date:12/21/2023

  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.

  Each year I have a problem with Instacart. Each year at the end of year Instacart *** is taking yearly membership that is $99** from my bank account. This year was $138.64 CDN ($99 US). Last year after they took my money from my bank account I called them and told them I live in ****** and Im a member of ******** Instacart so why ******** Instacart is taking money from my bank account. So last year they told me that it will not happen again but this year on December 15th they took the $99US again. First I chatted with them and they said I will get a refund. That they put refund right away. But I didnt buy that so I chatted with another person and they said the same thing. But decided to call them and they said that a refund was already issued but I need to wait **** business days. On December 19 I chatted with Instacart *** and they told me that no refund was made. So I told them what happened on 15th and they said that I need to wait 48 hours until their team will decide about this. Yesterday I chatted again with someone from Instacart on ******** but they had no idea whats going on and didnt even want to help me out. So I start chat with Instacart on their app and that person said that the refund was processed on 15th and I should receive money by December 26 or 29. How come everyone is telling me different things and dont even know what is going on. How come the ******** account supposed to be closed last year but ** still being charge

  Business Response

  Date: 12/21/2023

  Hi ****,

  I apologize for the poor experience that you faced. Upon review, a full refund of $99 was issued back to your payment card on 12/15/23. Please allow up to 10 business days for this to reflect on your bank statement. 

  Further, we've disabled the auto-renewal feature so that you will not be charged moving forward. Should you choose to renew your membership, you may log into your account and do so manually.

  If we can be of further assistance, please reach out.

  Sincerely, 
  

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21040108
  
  I am rejecting this response because: its been twice already. Last year my bank was charged for $99US too. I received the refund right away that time. Not **** business days like this year. Last year Instacart told me that it will never happen again and it did this year. So a promise of Instacart was good for nothing. I dont trust that company anymore. Its good I had some extra money in my bank account because for me December is very expensive month. Lots of birthdays in my family and holidays. If there was no money in my bank account I would be charged $48 NSF. Did Instacart cared about it? No. They just wanted to fill up their wallets. The promise from last year was broken because someone there decided to get richer by my money. I want a compensation for that mistake of Instacart. Never I authorized that $99US payment. Im in ****** not ***. I dont and didnt need ******** Instacart. But looks like Instacart *** needed my unauthorized money. I AM NOT HAPPY WITH INSTACART. ALREADY DELETED INSTACART CANADA. THEY TOOK MY LAST MONEY FROM MY BANK ACCOUNT AND DIDNT EVEN CARED IF I HAVE MONEY FIR LIVING OR NOT. I AM DONE WITH THAT UNPROFESSIONAL NAME. NOT HAPPY AT ALL 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/23/2023

  Hi ****,

  Thank you for your response.

  While we understand your frustration, unfortunately we are unable to expedite the refund. 

  We understand this isn't the resolution you were looking for and I apologize for any inconvenience this may have caused.
  
  Sincerely,