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:12/20/2023

  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.

  Well, let me start by saying that Instacart is despicable and heartless! I am disabled. I have a brain injury so I can't drive. I use/used Instacart several times a week for groceries, meds and basic needs. I experienced a severe security breach/hacking event in late July through August. It affected basically every account I had so I had to delete everything and start over. I deleted my Instacart account and started a new one with my new info. They had a special on their Instacart+ program which includes free delivery and reduced fees. I paid $49 for it on September 23rd of this year. Well on November 27th I receive an email saying that I needed to verify activity on my account. They asked for a photo of my ID and my card on file with certain parts covered or marked out. It was weird so I verified with customer support and they said it was legit so I sent them. At that point my account was locked down. The next day I receive the exact same email asking for the same info. Against my better judgment....I sent again. Several days later after calling their completely useless customer service department daily...I receive an email saying they can't reactivate my account and I can no longer use their service. Why? Was I hacked? Is someone running wild with all my info? I had no idea. With my condition, extreme stress is not pleasant. I sent several emails asking why. I also continued calling their useless customer service where every single person gave me a different answer or no answer at all. They had no sympathy for a disabled person who had no access to basic needs. Only trust and safety could fix this and they claimed that NO ONE in their company could get in touch with this secret society. Well, trust and safety wasn't responding and when they did it was an automated response to their shopping team saying to log into my employee account. I don't work for them. Support said I would be refunded my $49 but I haven't and email responses have stopped. Account still locked

  Business Response

  Date: 12/20/2023

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  I have sent you an email regarding the issue you encountered. 

  Please refer to the email for further requests for information.

  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21034677
  
  I am rejecting this response because: The answer they gave me is that they can not verify my identity although I sent my ID and card on file. My account is still deactivated. What more proof do they need? Why can't you see that the photo is me, it's the address they deliver to and my name is on the card? Should I take a selfie holding my ID and my card in front of my house? Maybe also hold a sign that says I'm ************. Quick and to the point they were and then they had the audacity to give me the contact info for their legal department if I had further issues. Explain why you can't verify my identity and apologize for your mistake. Also...no mention of my brain injury. No sorry or anything. It's sad that such heartless people exist in this world. What if they had a brain injury, couldn't drive and provided all the info they asked for and they still couldn't get their basic needs? Appalling.

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

  Business Response

  Date: 12/23/2023

  Hi *****,

  Thank you for your response. Unfortunately, the decision for the account to remain deactivated without any further appeasements is final. 

  We wish you well in your future endeavors.
  

  Sincerely, 
  

• Initial Complaint

  Date:12/20/2023

  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.

  Instacart locked my account following my attempt to place an order. I complied with all of their Trust and Safety identity verification steps completely. They still will not unlock my account, and any family members residing in the household have had their accounts locked. We live in an underserved rural area and are now unable to order healthy foods despise complying with their instructions.

  Business Response

  Date: 12/20/2023

  Hello,
  
  Unfortunately, we are unable to reactivate your Instacart account and are no longer able to offer our services to you.
  
  You can review the Instacart Terms of Service, which you agreed to when you created your account, at **********************/terms.
  
  Best,

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21034523
  
  I am rejecting this response because:

  I have already complied with supplying the request to reinstate my account. The refusal to do so by the company is discriminatory.
  
  Sincerely,
  
  M Cartaino

  Business Response

  Date: 12/23/2023

  Hi there,

  Thank you for your response.

  We understand this isn't the resolution you were looking for and wish you well in your future endeavors.

  Sincerely, 
  

• Initial Complaint

  Date:12/20/2023

  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.

  I am writing to file a formal complaint against Instacart regarding their failure to honor a promised referral credit. I am deeply disappointed with their unethical behavior and the inconvenience caused to me as a customer.On 7th Dec, I received an email from Instacart informing me about a $50 referral credit that I was eligible to receive. Excited about this offer, I immediately logged into my account to find the credit but was unable to locate it. Concerned, I contacted Instacart's online customer service through their chat feature.During the conversation, the customer service agent assured me that the credit would be added to my account within 48 hours from the day I raised the issue. However, despite waiting for 72 hours, the credit remained elusive. To my dismay, another customer service agent informed me that the referral credit had expired and I would not receive it.This blatant discrepancy in information and the subsequent denial of the promised credit is completely unacceptable. I cannot tolerate the online agents breaking their promises and guaranteeing things they are unsure of. It is clear that Instacart's customer service team lacks accountability and fails to deliver on their commitments.I kindly request the Better Business Bureau ****** to intervene in this matter and urge Instacart to rectify the situation promptly. I expect a timely response and a resolution to this issue, along with an explanation for the misinformation and the failure to honor their offer.Thank you for your attention to this matter. I look forward to a swift resolution.

  Business Response

  Date: 12/20/2023

  Hi *****,

  I apologize that you faced this negative experience with us. I apologize your credit did not apply to your first order. 

  upon review, you are not eligible for the referral credit due to it being applied to your account after you had placed your first order. You would have had to accept the referral before placing your first order.

  We understand this isn't the answer you had hoped for and I apologize for any disappointment this may have caused. 
  

  Best,
  

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21033764
  
  I am rejecting this response because:

  I am writing to file a formal complaint against Instacart regarding their mishandling of my referral code and the misleading information provided by their associates. I believe that their actions constitute fraudulent behavior and have resulted in a waste of my time and resources.
  
  On Dec 7, I applied a referral code before placing my first order with Instacart. However, I received an email confirming the application of the referral code only after I had already placed my first order. When I contacted Instacart's customer support, one associate informed me that there was a system error preventing the use of the referral code. Another associate assured me that I was eligible for the credit but would need to wait 48 hours for it to appear in my account.
  
  This situation is highly concerning as it contradicts Instacart's own policies and terms. It is unreasonable for Instacart to claim that I am ineligible for the referral credit simply because it was applied after I had already placed my first order. This not only goes against their advertised terms but also raises questions about the integrity of their referral program.
  
  I find it unacceptable that Instacart has misled me and failed to honor their own promotion. This has caused me significant inconvenience and frustration. As a consumer, I expect transparency and fair treatment from companies I choose to do business with.
  
  
  
  

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

  Business Response

  Date: 12/23/2023

  Hi *****,

  Thank you for your response. We appreciate this feedback and will use this information to better our services in the future.
  

  Sincerely,

• Initial Complaint

  Date:12/19/2023

  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.

  On Saturday December 16,2023 I placed an order with Kroger Instacart. The order was cancelled by them. I was lied to and they said my account was credited as soon as it was cancelled. The amount was $91.00, it was not put back into my account. Ive called the Instacart support and they said it was put back. And that my bank was holding it. That wasnt true. I called my bank and they said it was being held from Instacart. My bank issued prior authorization to release my funds from them. They did not put it back, it was all the money I had and I needed food for my son and I! Please help me because no one is. All I want is my money back, I need important things.

  Business Response

  Date: 12/20/2023

  Hi ********,

  I apologize that you faced this negative experience with us. Im sorry the authorization hold still shows as pending on your account.

  Instacart releases the authorization hold after your order is delivered or canceled. It can take 7 days for the pending charge to drop, depending on your bank.

  Please don't hesitate to reach out to us directly at via email at ******************* or by calling us at ************** if the pending charge is not dropped after 7 days.

  Best,

   

• Initial Complaint

  Date:12/19/2023

  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.

  The transaction date: today December 19th 2023 ***** Mash potatoes $3.99 on sale Item never received with my other items Instacart refuses to either deliver me my item or refund my ebt card which means they're committing federal fraud as that's a program for ** in poverty from **** ********** of *********** (USDA), & the ************** Supplemental Nutrition Assistance Program (SNAP). Account is under my email: *********************** Transaction#: [Instacart Customer Experience] Re: Issues with Order #***************** This is also not a first time with the issue of not receiving items or receiving wrong ones and Instacart not refunding which is fraudulent. Happens both with EBT and when paying only cash thru debit or credit. And yes that $3.99 does break me because the cost of food nowadays no one can just throw money away! Plus it's fraud that Instacart is doing.

  Business Response

  Date: 12/20/2023

  Hi ******,

  I apologize that you faced this negative experience with us.

  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.

  Best,

• Initial Complaint

  Date:12/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to sign up instacart shoppers account.From what I have understood What has happened is as follows The phone number I have ********** was previously with someone else and someone tried signing up got mixed with that account ( I had similar issue with uber driver account)Now I tried to sign up using my friends phone number The instacart safety committee thinks I am trying to commit fraud and permanently banned me.Resolution requested- just set my account in ********** with no refferal benefit nothing I just want to earn basic money I was never able to sign up Please provide help as this is my only source of income Dont send reply that this is permanent.All I was trying to do is sign up Your email team kept referring me to app chat team and so forth

  Business Response

  Date: 12/19/2023

  Hi Rajat, 

  On behalf of ************** team, I am following up with you regarding your Better Business Bureau concern.

  I would first like to offer our sincerest apologies for your experience. Based on the actions of our Fraud and Identity team we are unable to reverse any decision that is made.
  
  Best, 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21031914
  
  I am rejecting this response because:

  The company is not even trying to see if I did something wrong.

   

  I was just trying to sign up

  This is my primary source of income. I just want my account to work.

   

  Since they were not replying to Email

  I tried creating a new account. I didn't know it was against policy 

  Now im banned for life
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/23/2023

  Hi *****,

  We understand this isn't the resolution you were looking for and we wish you well in your future endeavors.
  
  Sincerely,

• Initial Complaint

  Date:12/19/2023

  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 had multiple fraudulent changes through paid to Instacart using my PayPal account. I have contacted Instacart numerous times, including the day it happened and they have either not responded or provided no help to get this resolved. I filled out the required form, including photo evidence and no response. The money has been taken from my checking account and I feel extremely violated. They couldve taken action when the transactions were pending or require some authentication. In my latest call they could not provide an update. They lack procedures necessary to detect fraud, provide customer service and remediate issues where individuals money is stolen through their service.

  Business Response

  Date: 12/19/2023

  Hi ********,

  Thank you for contacting the Better Business Bureau.

  Im sorry to hear about the unfamiliar charge on your account. Thank you for sending in the secure form regarding the charge. Our Fraud and Identity team has received the form and will get back to you as soon as possible. They will contact you directly to your email.

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

  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21031859
  
  I am rejecting this response because: still no one has reached out to me. The originial incident happened 12/13 and was communicated to you that day (within minutes of seeing the transactions occur). It has been 3 days since you responded to my complaint and still NO ONE has reached out from Instacart and my money has not been returned to my account!!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/23/2023

  Hi ********,

  Thank you for your response. I was unable to locate a secure form on file for you. If you've submitted the form using a different email than that which you've provided the BBB, please let us know.

  Sincerely, 
  

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21031859
  
  I am rejecting this response because:
  
  I called and spoke to someone who indicated my form was in fact received and was still being processed. In the meantime, the only communications Ive received from Instacart have been promotional emails despite me unsubscribing. No one reached out to me as they indicated they would in their initial response.
  

  The business has shown zero ability to respond to fraudulent transactions even after being alerted minutes after I received notice of the transactions on my account. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2023

  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.

  I purchased a $230 giftcard for instacart to buy Thanksgiving groceries. Upon me inputting the card details and placing my order, Instacart locked my account without any clear answer as of why.I am requesting that my account either be reinstated, or that my gift card be reimbursed in full.

  Business Response

  Date: 12/20/2023

  Hi ******,

  Thank you for reaching out. Fraud & Identity reviewed your appeal and couldnt identify information that would result in a reversal of your deactivation or any further appeasements. Your account will remain deactivated.

  We wish you well in your future endeavors.
  

  Sincerely, 

   

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21031584
  
  I am rejecting this response because:

  I do not care whether my account is reinstated or not. I am demanding that the $230 giftcard I purchased be refunded to me before I pursue legal action.

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

  Business Response

  Date: 12/23/2023

  Hi ******,

  Thank you for your response. Unfortunately we will not be issuing any further appeasements.

  Sincerely, 

   

• Initial Complaint

  Date:12/19/2023

  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.

  12/16/23 I placed an order at Aldi at 8:53 AM. Upon delivery, I reported a problem to my order. Two of the meats received were expired and thrown out as there's nothing I can do to return it. One of two dry seasoning packets were received. Lastly, two boxes of cereal were damaged and couldn't be returned. Initially, a $36.57 credit was placed on my order on 12/16/23. Then the credit was revoked and my account was placed under some kind of appeal process. I submitted the information that I sent and was told that I wouldn't be getting my money back. I'm filing a complaint, as I said I would, as I paid for this service and not going to pay for expired, missing or damaged items. I want my $36.57 returned back onto the card on which it was paid. Attached are:1. Order receipt 2. Initial credit 3. Compliance email 4. Appeal email 5. 'Final decision' email

  Business Response

  Date: 12/20/2023

  Hi ********,

  I apologize for the poor experience that you faced. 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, 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21031536
  
  I am rejecting this response because: The matter was not even remotely addressed. This pertains to a refund for expired items, missing items and damaged items.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/23/2023

  Hi ********,

  Thank you for your response. Based on the restriction on your account, you will need to report all order issues to order the appeals email.

  Sincerely, 

   

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21031536
  
  I am rejecting this response because: I did that and no outcome was provided.

  I spent a lot of money to get expired and damaged goods, with no recourse. How is this even an allowable business practice?

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

• Initial Complaint

  Date:12/19/2023

  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.

  I frequently ordee groceries online from Kroger. They use Instacart for their delivery service. The Instacart delivery drivers are horrible! They DO NOT follow instructions, have stolen my groceries, and added items they want to my order and consistently fail to communicate as instructed regarding substitutions and replace my items with what they want. On my most recent order from 12/16/23, I called Kroger to cancel a delivery for the driver failing to communicate or follow my instructions regarding out of stock items. Kroger cancelled the delivery with Instacart. The Instacart driver STILL delivers the food to my house and leaves. Since I was already charged for the food, I keep it. An HOUR later the driver shows up at my house demanding the groceries and wouldnt leave. All of which I have on camera. I call Instacart livid that an Instacart driver would have the audacity to jeopardize my families safety that way. I call Instacart while the driver is at my door. The driver was so persistent my minor child handed them the groceries that I already paid for to get them to leave. I reported this to Instacart. The rep placed me on hold to call the driver and advised me this was against Instacart safety protocols and that the driver shouldve never put my family at risk by coming back and shouldve called ************************** instead. While Im on hold for over five minutes somehow the **************** representative put me on three-way and connected me with the driver!!! ACKWARD. The customer service rep never returned to the call. I called Instacart back several times to figure out what was the resolution to know avail, poor connection. Then on 12/17 went on Instacarts IG to ask for help under their last post. They sent me a DM and said itd be escalated to their safety department and Id hear something in 48 hours. I asked for a call. I was told I couldnt have one only email. I have not received contact from Instacart and Im now considering legal action.

  Business Response

  Date: 12/20/2023

  Hi ******,

  I apologize for the poor experience that you faced. Upon review, our Trust & Safety team has taken over this matter and has ensured that you will not receive service from this shopper moving forward. Further, when the order was canceled the funds were immediately released back to the payment card. Depending on your bank this can take up to 5 business days. If you have not received the refund within that time period, please contact ****** Support, as they have access to the charge.

  Again, I am sorry for the trouble this has caused.

  Sincerely, 

   

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21031337
  
  I am rejecting this response because: It is insufficient. The driver being banned from making deliveries to my house isnt the only resolution that should be available. His presence an hour after delivery was interrupted as a threat. The charges were not reversed. I had to call Kroger to have that happen. I want this issue escalated to someone with authority because this is happening to thousands of customers on a regular basis, and something needs to be done besides a generic apology and rubber stamped response. Id like to talk to someone in leadership that is not a customer service representative with some authority to make corrective changes.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/23/2023

  Hi ******,

  Thank you for your response. At this time, there is no further action for us to take on this matter as you've been refunded and the shopper will not service you in the future. If you have any further concerns regarding your safety, please follow up on the email from our Trust & Safety team. A specialist from that department will respond accordingly with next steps.

  Sincerely,