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:12/18/2023

  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.

  Retailer up charged me by $34.77. I contacted instacart for a refund, as I was instructed by the store. Instacart is refusing to refund my money for a product I never received.

  Business Response

  Date: 12/19/2023

  Hi *******,

  I apologize for the poor experience that you faced. 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: 12/19/2023

   
  Complaint: 21025669
  
  I am rejecting this response because I have already contacted order appeals and have been refused a refund. Please see the documents provided in complaint.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/23/2023

  Hi *******,

  Thank you for your response. At this time weve upheld our decision to not issue any appeasements for this order. We understand this isn't the resolution you were looking for and I apologize for any inconvenience this may have caused.
  
  Sincerely,

• Initial Complaint

  Date:12/18/2023

  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.

  My adult son is sick so I went into the **** ***** app and I order ONLY the following: covid test - sprite - fishermans friends cough drops - Kroger cold medicine- Gatorade pack - top ************** soda crackers - progreso chicken noodle soup - sprite cans - Tylenol. Then she **** them ALL out of stock. Then she went and bought MORE items then I had on my order she bought: cascade platinum dishwasher detergent pods - kids zbar box - cucumber - cuties oranges bag - ***** original bagels - **** ***** vitamin d gallon milk - 1.8 lbs bananas - strawberries- **** lbs green grapes - 1/2 gallon Kroger pumpkin egg nog - 1 lb ground lean ground beef - 18 count Kroger eggs - dozen Kroger AA large cage free eggs - Kroger medium chedder cheeee - Kroger original cream cheese 8oz - Kroger peeled baby carrots bag 16oz - sabra classic hummus 10 oz - 2 bags Seattles. Best 6th Ave bistro dark coffee bag - simple truth no sugar uncured hardwood smoked bacon - tide pods oxi liquid laundry detergent- Tillamook medium cheddar cheese 2lb. I originally order $65.80 on MY ORIGINAL order and then this person cancels the whole order and ships for her and adds an additional $62.05 and it all goes on my credit card. Totalling $127.85. I called and was very upset and someone at Instacart tells me a supervisor will call me by 7pm pacific time - knowbody called me I called back and was told no supervisor are available to talk to me. I had to go shopping for my son and drive almost an hour from my home to get him what he needs. Instacart has a HUGE flaw where someone can replace everything on my order without my approval and buy things for themselves and use my credit card to shop on their own behalf . Without an approval nothing should ever be approved to shop for. I demanded the delivery drivers name and they declined.

  Business Response

  Date: 12/18/2023

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  I'm sorry for the experience you had with your recent shopper. Any order issues you will need to contact **** ***** directly. Their number is ************** and they are available 8am-midnight Monday through Friday and 8:30am-9:00pm Saturday and Sunday. They have your payment information and Instacart does not. 

  Please let me know if I can assist with anything else.

  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:12/17/2023

  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 ordered from instacart and the shopper left my carrots in her trunk. Instacart is refusing to refund me. This has happened more times than I can remember. I have attached screenshots of my conversation with the shopper and the response from instacart. I'm tired of them not refunding me for missing items.

  Business Response

  Date: 12/18/2023

  Hi ******,
  
  I apologize that you faced this negative experience with us. We appreciate your patience and the opportunity to make things right. We know how important it is to receive the right items and were sorry for any inconvenience.
  
  The issues below are related to the order you placed on Dec 17 from Giant Tiger.
  
  Order Issues:
  - ********* Farms Baby Cut Carrots
  

  Actions we've taken:
  - Refunded $2.47 CAD to your original payment method
  
  You wont see this refund in your Instacart account. Refunds appear in your bank account as a reduction to the initial charge or a separate line item. Please allow **** business days for the refund to process, depending on your bank. Check out our help center to learn more about refunds.
  
  Thanks,

• Initial Complaint

  Date:12/17/2023

  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 placed an order with Instacart. I ordered one 17# piece of pork. I specifically said I didnt want any substitutions with this order. I paid for the order & received a receipt from Instacart. Instacart then proceeded to deliver ****# of pork to my house, in the form of four 17# pieces. 51+ pounds more than I ordered. Instacart then processed a second charge to my credit card that I never authorized. I contacted customer ************** refused to explain why I received a substitution. They offered me a credit to my account for the extra pork & was adamant that they were unable to process a refund. Only a credit. Again, I responded to two of their emails specifically stating I was not interested in a credit. And again they responded they could only offer a credit, not a refund.I called Instacart and spoke to customer service representative, and we just went in circles. She apologized, could not explain why I received a substitution, and said that she could not do anything but offer me a credit. She said she was unable to offer me a refund. I asked to speak to a supervisor and she told me first, that the supervisor would not be able to do anything either and also, she was unable to locate one. This company stole my money, plain & simple. Not only did they keep the money for the excess product delivered, they charged me more for their service charge, and they gave more of my money as a tip to the driver. All of it unauthorized. My next step is to dispute the charge with my bank.

  Business Response

  Date: 12/18/2023

  Hi *****,
  
  I apologize that you faced this negative experience with us. We appreciate your patience and the opportunity to make things right. We know how important it is to receive the right items and were sorry for any inconvenience.
  
  The issues below are related to the order you placed on Dec 15 from Restaurant Depot. You can review your receipt at ***************************************************************.
  
  Order Issues:
  - ** Frozen Boneless Pork Butt

  Actions we've taken:
  - Refunded $102.51 USD to your original payment method
  
  You wont see this refund in your Instacart account. Refunds appear in your bank account as a reduction to the initial charge or a separate line item. Please allow **** business days for the refund to process, depending on your bank. Check out our help center to learn more about refunds.

  Best,

  Customer Answer

  Date: 12/18/2023

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/17/2023

  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 tried to submit an order online with Instacart and my order was cancelled immediately and my account was Locked by *************** I submitted my ID and Credit Card to the secure upload and am still being denied access to my account. I've never done anything wrong other than try to submit a new order and make a new account (per advice of a regular representative). I was told you can only have ONE account per household, which is all I want to do. I'd like any other account(s) in my name to be Deleted/deactivated and I would like to be able to use my account ***************** I've submitted the documents as requested. I really love the idea of Instacart and wish to use it and be a loyal customer. Please appeal this decision as I genuinely wish to be apart of the Instacart Family. I'm very upset, if someone can email me directly or resolve this for me I'd greatly appreciate it, I don't know why they won't remove the suspension even after submitting my documentation(s). I literally did nothing wrong. I only want my 1 account to use freely. Like I said, any other account(S) can be deleted by you if need be. My intention is not to create or have more than one account. I'm actively trying to resolve my account, as I have no transportation Instacart is a life saver and I really want to use the platform. Please help, someone higher up.

  Business Response

  Date: 12/18/2023

  Hi Vee,

  I apologize that you faced this negative experience with us. I'm sorry your Instacart account is suspended. I understand its frustrating to not have access to your account.
  Our Fraud & Identity team has received your secured form. Your submission may take longer than one business day to process due to an increase volume of submissions.
  

  Please note: if you already filled out the form, no need to do so again! This will delay the processing time.
  

  Be well,
  
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21021457
  
  I am rejecting this response because:
  

  I need someone to reach out to me directly to update my email address as I do not remember the one I have on my account. Can you please reach out to me directly and help me log on? or update my email address to ****************

  
  Sincerely,
  
  Vee Seyf

  Business Response

  Date: 12/19/2023

  Hi Vee,

  Thank you for contacting the Better Business Bureau.

  Your account has been marked as fraud and you are unable to update the email address on the account.

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

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:12/17/2023

  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 placed an order with Instacart on my app from my phone and once it wasn't delivered to me after 2 hours I called and inquired as to why and to find out what was going on. After speaking with a representative I was told that the driver who wasn't available after multiple attempts of being contacted wasn't responding. They let me know not to worry and I was transferred to another department to process a refund. After making the attempt the customer service agent informed me that I wasn't able to be refunded due my account being restricted, although this was my second order placed with the company and no issues had ever occurred with my account since having it. After inquiring further she also explained that it must've been an unfortunate mistake and to get in touch with the appeals team via e mail and let them know what was going on and she would also . I was also told that there was no other way to contact them and that they were a special team that was in charge of fixing this situation and after emailing them , assured me that I would undoubtedly receive the due refund, frustrated I did what I was instructed to do and she also stated that because I was in a shared house with other family members who one is deceased and the other my older sibling who has her own separate information and account , I was being targeted and labeled basically because we live together and they had a prior restriction put on their account. Confused and mortified at this point I pleaded my case but was told nonetheless that the only way to get my refund was taking this process and then someone's would respond in the next ***** hours. After doing what was required and thoroughly explaining the situation I received what seemed to be an automated email saying that I needed to include information that was originally already provided in the first initial appeal I then responded by rewriting and showing proof that I already had wrote and provided everything extensively. Once submitted I received another automatic email saying that they chose to stick with thier decision and that I wouldn't receive the deserved compensation, no explanation no anything.I am truly disgruntled at how this company can scam people out of their hard earned money without any ethics or morals. The fact that they even acknowledge that I did nothing wrong and still placed me in restriction aside from keeping my money is unjust and downright wrong and unethical to the point where it should be against the law because that is stealing . Please help me get my money back as it is rightfully mine and due to me. I shouldn't be in this situation . As a new customer or period. This company is lowdown and shouldn't be able to operate this way. Taking money from your honest paying customers is just beyond me!!!

  Business Response

  Date: 12/18/2023

  Hi Suntrust,

  I apologize that you faced this negative experience with us. We reviewed your appeal request and order information. We decided to maintain our decision to not give you a refund, credit, or re-delivery.
  
  Best,

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21021374
  
  I am rejecting this response because:

  Instacart has no  valid reason not to honor a refund or credit. Solely based on the fact that they can not honestly provide any proof based on the delivery protocol , that the items ordered were ever delivered successfully.There aren't any pictures or information  required showing contact made to me,  via text or phone calls during the time of the "supposed" delivery. When I originally called in on the recorded call the gentleman who was the customer service agent, as well as lady at missing order department ,not only said multiple times that undoubtedly that my order was missing , but that it unfortunately hadn't been delivered by the the person who was supposed to deliver to my address, but for whatever reason had not done so. Instacart also wasn't able to locate the worker to ask why it was missing or to provide the proof needed to in fact show an actual delivery. They tried to use an excuse of stealing my money by linking me in with an account that isn't mine. Based on my shared address and method of payment although I not only am affiliated with this account personally but my account has only been used twice to order from them and I do not have any history showing issues at all. I should only be penalized or denied  for my personal actions on my personal account or if they had in fact had any misconduct on my behalf , which they themselves know they do not!  I am truly amazed at how they can know I was taken advantage of plain as day but still scam me out of my money knowing I hadn't received my items that I paid for. Also ,the fact that they automatically took it upon themselves to abuse their authority in this situation. Which only benefits the company and leaves me the customer in a bind, based off the fact I don't have my items or my money. I basically paid them to steal
  from me. This company is a joke and after this encounter I no longer wish to utilize thier services. This is poor ethics, customer service and truly unacceptable. Again I just want my refund that is rightfully mine, so that I may move on and support better business. How dare they treat their customers like c*** or criminals ?!!! When Instacart knows they are in fact the true criminals here.
  Sincerely,
  
  Suntrust ******

  Business Response

  Date: 12/22/2023

  Hi Suntrust,

  Thank you for your response. 

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

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21021374
  
  I am rejecting this response because: They rightfully owe me a refund and acknowledged that I never recieved my order but didn't uphold the company policy to accommodate me in this matter instead they scammed me by denying any resolution because at this point they have gotten away with it quite more often in other cases as well mine.
  
  Sincerely,
  
  Suntrust ******

• Initial Complaint

  Date:12/17/2023

  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 placed an order to instacart on Dec 17th at 2:07pm at 4:07 my order was marked as delivered. I was shocked because my ring jad not gone off to show the delivery driver had appeared. I went to the door only to see that there was no delivery on my porch nor any neighboring porches for that matter. I immediately contacted instacart with a 2 hour battle for where were my items. No one could tell me where my items were and they also would not provide me a refund. They said they could not reach the driver after multiple attempts so they said there was nothing they could go on their part. After some more yelling and screaming I spoke to another representative who looked further into the situation, the next representative on his recorded line verified that YES he could see the drivers route and could see that the driver did NOT come to my address. He could see that the driver did NOT deliver to my location but he said there was nothing he could do about it and his advice for me was to dispute the charge with my financial institution!! EVEN THOUGH HE KNEW HE DID NOT DELIVER TO ME. I spoke to 3 supervisors who all said the same thing, there was nothing they could do and they all see that the driver did NOT deliver to my address, she did not even drive on my block according to her driving route! They sent me to order appeals who also said they would not do anything! SO in conclusion I place a order that you KNOW FOR A FACT you did not deliver but you still keep my money? This is real BS I think I may have to find a lawyer at this point its not the money its the principle of how order is placed and not recieved and now i have to fight you for my own money

  Business Response

  Date: 12/18/2023

  Hi Maribella,

  Thank you for contacting the Better Business Bureau.
  
  Our system shows you have an open dispute on your account. This prevents you from placing orders until the dispute is withdrawn.
  
  To reactivate your account, please contact your bank/card issuer to withdraw the dispute.
  
  Please respond directly to the email from Fraud & Identity with proof your bank withdrew the dispute and if you have any other questions or concerns.
  
  You can find this email by searching "Fraud & Identity in the inbox or spam folder of the email address connected to your Instacart account.
  
  We appreciate your understanding.
  
  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:12/17/2023

  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 several accounts do to me not being able to access not being able to access the emails associated with the account. The fourth account that I had I attempted to place an order with a gift card that I purchased through a third party site. When I placed the order it was immediately cancelled and I received a email stating that I would be refunded, however instead of the money going back to my gift card it was placed as a credit in the account which they deactivated and refuse to put my money back in my gift card. I advised them it was not a credit from their company however it was a gift card that I purchased with my winnings from prizeout. I emailed and made several attempts to get my money back but they were not responding.

  Business Response

  Date: 12/18/2023

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Our Fraud and Identity team sent you an email on 12/13/2023 regarding your account status. Fraud & Identity reviewed your appeal and couldnt identify information to reverse their decision. Your account remains deactivated.

  Thank you,

  Instacart Customer Experience

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21020928
  
  I am rejecting this response because:
  I sent in valid information and was told that I would receive a refund however the refund went to an account that is deactivated. I did not receive that gift card from Instacart I bought that from a third party site with my money. The order was immediately cancelled and Instacart kept my money. 
  Sincerely,
  
  *********************

  Business Response

  Date: 12/19/2023

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  The gift card you are referring to will not be refunded back to you. Please see the webpage below for the terms and conditions of Gift cards.

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

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

  Sincerely,

  Instacart Customer Experience

• Initial Complaint

  Date:12/17/2023

  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.

  December 16 2023. Instacart erroneously billed me for a $99.00 annual membership fee that I did not request, select, nor authorize. The Instacart customer service personnel phone number refuses to refund this charge to my debit card. They said they would send it to escalation who only reached out to request "screenshots of the computer glitch". I provided screenshots of my bank statement with the $107.91 charge as well as a charge for a monthly membership of $9.99. I also shared receipts for both charges that Instacart emailed to me. Since then they have gone radio silent despite me sending several emails requesting immediate resolution.

  Business Response

  Date: 12/17/2023

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Im sorry that Instacart+ isnt working for you right now. Ive cancelled and refunded your membership for the amount of $107.91. You should see this in your bank account within **** business days.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 12/17/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/17/2023

  Type:Sales and Advertising 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 purposely over charges customers. Several items on the app were actually cheaper in store. One item the shopper purchased was a reduced item which had the price on top of the bag. The beef I purchased also had the price listed on the package. Which was two dollars cheaper than what was listed on the app. Instead of Instacart, crediting customers the difference after checkout they keep the money on the products theyve intentionally marked up. So not only do they charge for delivery, a service fee, and tip. They secretly increase the prices of the items to collect additional fees. I wrote to their customer service, and their explanation was terrible stating all special in store offers are not available via the app. Which makes absolutely no sense! At the end of the day the shopper/Instacart paid less for the item that I paid for yet Im still paying full price.

  Business Response

  Date: 12/27/2023

  Hi Autumn,

  Thank you for contacting the Better Business Bureau.

  Thanks for reaching out about the price difference between your paper receipt and your digital receipt. Im happy to explain further.
  
  Retailers set their own item prices on Instacart, and they can offer the same sales and discounts available in-store. Food 4 Lesss Instacart pricing policy is Some prices may vary, which means prices you see on Instacart for Food 4 Lesss items generally reflect the in-store prices in your area. But some prices may vary.
  
  However, we cant guarantee every item from Food 4 Less you see on Instacart is the same price as it is in-store. Items on sale in the physical store arent always on sale through the Instacart platform. Also, when retailers update their in-store prices, it may take some time for Instacart to receive the new pricing data and automatically update the prices.
  
  You can learn more about item pricing and retailer pricing policies in our Help Center.
  
  I hope this helps. Please let me know if I can assist you with anything else.
  
  Sincerely,

  Instacart Customer Experience