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:04/12/2025

  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.

  Created an order through instacart on 4/1/25 in which a $99 membership fee was added by mistake (not sure if my mistake or their mistake, however my debit card was charged). I went through their chat feature to try and resolve by switching to monthly membership numerous times and kept being disconnected. Tried calling several times as well and after waiting on hold each time I was disconnected. This was all before my order had been shipped or completed. Finally was able to reach someone through the chat feature on 4/12/25 and they said because my order had been completed with the membership by that time they could not resolve. I asked to escalate the issue and was disconnected.

  Business Response

  Date: 04/14/2025

  Hi ******,

  
  Thank you for contacting the Better Business Bureau.

  
  Thank you for reaching out regarding your Instacart+ subscription. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  
  After reviewing your account, I have canceled and refunded your annual membership. Please allow 5-10 business days for this refund to process.

  
  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

• Initial Complaint

  Date:04/12/2025

  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 have had more than 1 active account with *********, neither one was authorized for automatic membership renewals. I have so many issues with orders being stolen, delivered to the wrong house, items missing, drivers not matching the photo on the app, etc. this has become a safety issue. Everytime I have complained, I am told my account is restricted and the chat is ended. I had an open account under ******************* and ******************** one is billed annuanly, the other one is billed monthly. When I call to speak to customer service, I am forced to speak with someone in another country who is clearly reading from a script. There is so much background noise from their people being stuffed into one small room taking calls from people all over the world. I DID NOT authorize a $99 charge in Dec for annual delivery nor did I authorize monthly charges. I primarily use another service who does honor driver and shopper mistakes. I tried to call several times b ut when the foreign employee doesnt know the english they will end the call. I used this service because I was going through cancer treatment and didn't want to be exposed to germs in grocery and retail stories. PLEASE STOP SCAMMING HARD WORKING AMERICANS.

  Business Response

  Date: 04/15/2025

  Dear ***** ***********,
  
  We deeply regret to hear about the challenges youve faced and the distress it has caused you. Your concerns regarding unauthorized membership renewals and service issues are completely understandable, and we sincerely apologize for any inconvenience this may have caused.
  
  Please rest assured that we have taken immediate action to address your concern. As of today, the membership associated with ******************* has been canceled, and a complete refund has been issued for the charges in question.
  
  We value you as a customer and deeply regret the experience you've had. If there's anything more we can do to assist or improve, please dont hesitate to reach out. We're here to help.

  Best Regards, 

  Instacart Support

• Initial Complaint

  Date:04/12/2025

  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 through ********* because they advertised a discount. I Ordered from a restaurant near buy and to have Instacart driver drop it off at job. The order was over an hour late and then it was stated to be dropped off but it was not. I reported this to the ********* team and the told me it was no proof the my order was never received. I told them there was not proof I received it the delivery person didnt send any pictures that the order was delivered or anything

  Business Response

  Date: 04/14/2025

  Hi *****,

  Thank you sharing your experience. We are truly sorry to hear about the trouble you had with your recent order. 

  If this issue is related to a restaurant order, please reach connect with **** Eats support team through the Instacart app for further assistance. You can find more information in our Help Center: *************************************************************************.
  

  However, if this issue pertains to a non-restaurant order placed through Instacart, wed be more than happy to look into it for you. Please provide us with the date of the order and the retailer, and well do everything we can to assist you promptly.

  We appreciate your understanding.
  

  Best regards,

• Initial Complaint

  Date:04/11/2025

  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 am Instacart shopper driver. In 2024 FEB/11, I accept the task for shipping and delivery for customer in ******. The Total amount is $131. I did not bring ********* shopping card so I paid with my personal card since Publix does not accept digital card in phone.After I paid and left store, I contacted customer service to move forward to next delivery step so that I can drive to customer home. **************** spent more than half an hour and did not make it. So agent proposed to cancel order and request reimbursement for me. I asked agent if I need to return order to store, agent told me not need to. And it had been 2 months and I still did not receive any reimbursement from Instacart. I contacted agent and different agents had different answers. Please help to resolve this problem for me!I attach screenshot of conversation between agent and me First one is what agent told me in feb/11 the shopping happened.

  Business Response

  Date: 04/13/2025

  Hi ****,
  
  Thank you for taking the time to provide all the details about your situation. I deeply apologize for the inconvenience and financial burden youve been experiencing while waiting for this reimbursement. Your patience in this matter is greatly appreciated.
  
  I want to assure you that weve escalated this issue to our financial team for a thorough review and resolution. They will be prioritizing this case to ensure that your reimbursement is processed as soon as possible.
  
  We recognize how critical this is, and we are committed to making things right for you. If you have any additional questions or details to share, please do not hesitate to reach outIm here to help.
  
  Thank you again for your understanding.

  Best Regards,

  Instacart Customer Experience 

  
  

• Initial Complaint

  Date:04/11/2025

  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.

  ********* was already told by the business community about needing to stop the deceptive business practice of charging customer's bank accounts with hidden annual membership fees by hiding a checkbox membership enrollment in their UI checkout. This is the second time I've caught Instacart charging my bank account this fee. They are going to lose a customer over a small annual fee when I spend thousands each year on shopping and already pay the marked up prices they hide from the end customer which I know about. I love the service. But your company is deceptive and needs taken to task and you are giving silicon valley tech companies a bad reputation.

  Business Response

  Date: 04/14/2025

  Hi ******,

  
  Thank you for contacting the Better Business Bureau.

  
  Thank you for reaching out regarding your account. At Instacart, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  
  After reviewing your account, I have ensured that you will no longer be charged for the Instacart+ subscription.

  
  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

• Initial Complaint

  Date:04/11/2025

  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.

  Instacart has been repeatedly trying to charge several of my debit cards for a service I dont have and have not used. I keep getting messages to start a 7 day trial but then I get messages to pay for my subscription. I do not want an ********* subscription. I do not have an ********* subscription. I should not be charged for anything. Theres also no link to unsubscribe because Im not subscribed so how can they charge me?

  Business Response

  Date: 04/13/2025

  Hi ********,

  
  Thank you for contacting the Better Business Bureau.

  
  Thank you for reaching out regarding the attempted charges on your account. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  
  After reviewing your account, I have turned off the auto renewal option for your Instacart+ subscription. This will discontinue the attempted charges.

  
  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

  
  

• Initial Complaint

  Date:04/11/2025

  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 April 10, 2025 I placed an Instacart priority order from nearby ****** Bros. It was supposed to arrive between 10:10pm-10:35pm. ******* sent me a pic of store employee bringing all prepared chicken to the back. This is side work that is supposed to be done AFTER a shift and not while shoppers are actively trying to obtain chicken for purchase. Further, this is not accurately reflected on Instacart stock which upholds the covenant of good faith per CA contractual obligations. The order was cancelled and I ordered the same items from Ralphs. An unresponsive shopper named Naveera, described as a diamond shopper was assigned. I communicated to her the situation and she responded okay. She purposely saved my order for the last of her multiple orders. By doing this, she missed the timeframe to get the last of the prepared hot chicken. She then said nothing and cancelled my order. It was again assigned. ********* has demonstrated a pattern of inability to fulfill priority orders. Its vendors do not demonstrate a reasonable effort to update stock for accurate food item listings on the app. I want a refund for priority delivery, my time spent filling a complaint, and what the order cost- because I couldve ordered clementines from around the corner; I paid this price under the guise of attentive shoppers well aware of hot chicken getting brought in the back and thus time sensitive, and accurate vendor inventory.

  Business Response

  Date: 04/14/2025

  Hi ******,

  
  Thank you for contacting the Better Business Bureau.

  
  Thank you for reaching out regarding your recent order experience. At Instacart, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  
  After reviewing your order, I have refunded the $3.00 priority fee, and can also confirm that you were not charged for the chicken.

  
  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

• Initial Complaint

  Date:04/10/2025

  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.

  On 4/4/25 I placed an order from Instcart (from the Publix Supermarket). Here is the issue:I ordered sub that sat in a shopping cart for an hour while the shopper, ****, finished other orders.I have a chat log with him reminding him that my sub was a deli prepared meal and he acknowledged it but still continued to shop for other orders. I have attached what I could.After a long while I messaged him and asked him to have the sub remade. He stated that he was in the checkout line and wasn't going to do it. He was so rude.I got this sub, an hour later, soggy and cold and greasy. I did try to eat it but it tasted strange and I wasn't sure if it was even safe to eat.I was refused a refund several times and spent much time chatting and calling customer service but ultimately was treated kind of badly. I'm an older person with a disability and tried to tell them that. I would like my money back for this order. What I would really like back in addition to that is the monthly charge for joining *********, but that isn't an option. I am no longer an Instacart subscriber.

  Business Response

  Date: 04/13/2025

  Hi *****,
  
  Im truly sorry for the experience youve had and the frustration it caused. Customer satisfaction means everything to us, and we want to make this right.
  
  We have processed a refund for your sub as a first step, and the shopper you mentioned has been unpaired to ensure this kind of situation is prevented in the future.
  
  I understand the inconvenience and disappointment this caused, and we appreciate you bringing it to our attention so we can learn and improve. If theres anything else we can do to assist, please dont hesitate to reach out.

  Best,

  Instacart Support 

  Customer Answer

  Date: 04/21/2025

  Hello. I did read the message and have not received a refund to date.
  

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

  
  

  Business Response

  Date: 04/21/2025

  Hi *****,

  We have refunded $9.99 to your EBT card on April 13th for the sub. Refunds for EBT items are processed within the same day to your EBT card. Please check your account for the adjustment.

  Best regards,

  Customer Answer

  Date: 04/24/2025

  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:04/10/2025

  Type:Delivery 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.

  On March 20th 2025 I placed an order for some groceries on Instacart, which got delivered to the wrong house. I contacted support and got in touch with a support representative, and after explaining the situation I was transfered to a different representative to go through the refund process. However when the second representative asked for my email I was disconnected from the chat, and was unable to reconnect to a live person again through their automated support system. So after trying to reconnect to support for about half an hour, I went into the order and and submitted a different request for a refund and selected every item as missing since the order wasn't delivered to my house. That option only offered a partial refund but that was better than nothing, however as the days went by nothing came from either of these attempts to get the order refunded, and there has been no contact, message or anything from instacart on either one.Order was placed and "delivered" on March 20th, 2025 at 11:31 am, for the amount of $44.05 Support was reached out to the same day, and never heard from since.Attached is the photo of the delivery at the wrong house, named "Instacart_Delivery_Wrong_House" , the photo with "knock" written over the doorbell And a photo of an unrelated delivery that was delivered to my house, named "Instacart_Delivery_Correct_House" just to show they are infact different locations.

  Business Response

  Date: 04/13/2025

  Hi ****,

  
  Thank you for contacting the Better Business Bureau.

  
  Thank you for reaching out regarding your missing order. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  
  After reviewing your order, I have issued a refund of $44.05 for your missing order. You should see this reflected in your account within 3 to 5 business days, depending on your bank.

  
  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,

  Customer Answer

  Date: 04/13/2025

  Better Business Bureau:

  Thanks for the quick resolution!

  
  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:04/09/2025

  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 am a Instacart shopper. There is no way to get a hold of a competent human being if you are a ****** working for Instacart. There is no phone number to call, no email address nothing but a chat bot that says the same repeated messages. My account has been under review for the second time for identity verification which makes no sense because I take my selfies right under a bright light. The account will be under review for over a week and its my only way of income. I'm sure this is a case for a lot of people. Its unfair and un-logical to place an account under review for so long and the shopper cannot shop and make money because of a selfie issue that cannot be resolved any other way. I'm not sure what ********* expects for selfies, are we supposed to wear our hair or look exactly the same the day we took our first identity picture. I had my hair tied back in a pony tail today and I'm assuming that's why my account is under review. Horrible way to operate. Fix this ASAP.

  Business Response

  Date: 04/12/2025

  Hi Bianca,

  Thank you for contacting the Better Business Bureau.

  Thank you for reaching out regarding your account. At *********, we are committed to delivering an exceptional experience, and I sincerely apologize for any inconvenience this situation may have caused.

  We are aware of the issue, and we are currently working to resolve it. Thank you for your patience.

  We sincerely appreciate your understanding and thank you for being a valued part of the Instacart community. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.
  
  
  Best,