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Business Profile

Food Delivery

Instacart.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Important information

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

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

Complaints

Customer Complaints Summary

  • 7,952 total complaints in the last 3 years.
  • 2,794 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/03/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On two occasions instacart has blocked me out of my account.Once notifying that they could not verify my identity allowing me to send photos of my license and my credit debit. The second time the simply blocked me out of my account.I contacted there customer service line, whom sent me an ID verification form once again. I filled out the form provided valid forms of identification, it's been approximately one month and I am still locked out of my account with no just cause. I have taken notice that instacart is spiteful and there customer service agents are spiteful. When an order goes wrong or items are missing from your order and you complain. Instacart sends passive agressive messages stating " don't worry your account is still active" placing blame on the customer. Instacart sends messages stating if you do not tip your driver enough you may not receive your order.I have no doubts that instacart shut down my account due to my complaint on there practices.I would like a valid reason as to why they can not verify my identity when they have received the proper documents time and time over. For at this point someone will be held accountable.

    Business Response

    Date: 12/03/2023

    Hi ****,

    Thank you for contacting the Better Business Bureau.

    I have contacted our Fraud and Identity team on your behalf, I've requested the team to get back you via email.

    Please allow 2-3 business days for the team to contact you.

    Sincerely,

    Instacart Customer Experience

  • Initial Complaint

    Date:12/03/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Instacart originally when I first started contracting for them agreed to pay .60 per mile. They then were not properly paying mileage and I caught them and contacted instacart instead what they do is change the policy to .32 a mile (without us resigning agreements) and it was available on their website. Now you cannot find this information which is illegal for them to not provide transparency. I asked twice to reps and they ignored me, hung up on and flat out refused to provide the link or email to the website stating their mileage policy, they then changed it now to there is no per mile pay policy and are refusing to pay mileage. I never signed a new agreement, they claim it was changed in September but the only agreement I signed stated .60 per mile. I and thousands of others have been severely underpaid yet instacart is reporting a this on their taxes as being paid to us which they have not done and are hiding their policy from customers and shoppers/contractors in order to avoid mileage lawsuits. I have reached out numerous times and they refuse to send proof of policy, proof of signature or proof of updated.

    Business Response

    Date: 12/03/2023

    ***************,

    I apologize that you faced this negative experience with us. Mileage is part of the many factors that contribute to your batch payment. We dont determine mileage by a specific dollar amount, and instead consider it in the total expected effort of shopping a batch.You can always see the Earnings Estimate upfront on the Batch Acceptance screen before accepting a batch, and theres no penalty for turning down a batch that doesnt meet your preferences.

    Please review how earnings are calculated in the help center ************************************************************************************************

    Best,

  • Initial Complaint

    Date:12/02/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received an email notification from Insta cart stating my $9.99 subscription will start today and will automatically renew on 01/03/2024. Interestingly enough, I did not OPT or sign up for a subscription nor have I used instacart for 2 months so that could be why they decided to deceive me because i havent been placing orders. Ive sense erased all of my payment info and deleted the app, as there are others stating they stole money from them as well. I will never support this business again. Z

    Business Response

    Date: 12/03/2023

    Hi ******,

    I apologize that you faced this negative experience with us. Im sorry that Instacart+ isnt working for you right now. Your membership was canceled and refunded in the amount of $9.99. You should see this in your bank account within **** business days.

    Best,

  • Initial Complaint

    Date:12/02/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/30/23, I placed a delivery order with priority delivery with Instacart for a grocery store called PCC. Instacart did not deliver the order to the address on the order, nor did I receive the order, and they are refusing to give me a refund.I contacted Instacart a total of 8 times about this issue.I did not receive the attached PCC order shown in screenshot and do not know where it was delivered (person did not deliver to ********************************************************, Gate Code 351# as directed in the order - this is my Mom's address in case that matters).After Instacart delivered to a mysterious address and not the address on the order,I spoke to a support agent and agreed to redelivery. However, I originally paid for priority delivery, but the redelivery obviously did not get that upgrade, and it ended up being estimated to take two hours to arrive. So I chatted with Instacart support representative ***** and asked to cancel the redelivery and refund the order (screenshot also attached).I never received my refund nor what I originally ordered. Around 7:30, I received a few items from the delivery I already canceled (pizza, bananas, bread) but the items did not equal anywhere close to $107.02 and I did not authorize the redelivery after talking to *****. Instacart needs to send me refund right away for $107.02.

    Business Response

    Date: 12/03/2023

    Hi *****,

    Thanks for reaching out. 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 Nov 30 from PCC ******************

    Order Issues:
    - Entire Delivery Missing (previously resolved)

    Actions we've taken:
    - Refunded $107.02 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,

  • Initial Complaint

    Date:12/02/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Instacart Order Id: **************** On 12/2/23, I placed a ****** order through InstaCart totaling $47.30. The order was misdelivered at 11:57 a.m. and I never received it. When I contacted the shopper via Instacart chat, he indicated that it was delivered according to instructions, which I forwarded to him to show that he did not follow the delivery instruction. Instacart **************** promised to redeliver the item. I again contacted customer services at around 8 p.m. because I never received that redelivery and I was told that the system is not allowing them to issue a refund or correct the situation in any manner. This is the 3rd time I have had an unresolvable issue with this company, which I have found other means to resolve, but I will not pay for items that were delivered elsewhere.

    Business Response

    Date: 12/03/2023

    Hi *******,

    I apologize that you faced this negative experience with us. Thanks for reaching out. 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 actions below are related to the order you placed on Dec 2 from *******

    Actions we've taken:
    - Refunded $47.30 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.

    Thanks,

    Customer Answer

    Date: 12/06/2023

     
    Complaint: 20950029

    I am rejecting this response because:

    This is a continuous issue that I have been having with Instacart. I do not want to keep having to contact BBB for a resolution.  I will accept the refund on this order but need to hear from a representative to resolve this repeated problem.


    Sincerely,

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

    Business Response

    Date: 12/06/2023

    Hi *******,

    Thank you for contacting the Better Business Bureau.

    Here is a confirmation that you will receive a $47.30 refund to your original method of payment, which can take **** business days to process. The refund was issued on 12/3/2023.

    I am so sorry again for the inconvenience. Thank you for being an Instacart customer!

    Best,

    Instacart Customer Experience

  • Initial Complaint

    Date:12/02/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order and received an expired food item. One item at **** plus tax. I followed their help center instructions to get a resolution. They offered a credit to the account which I applied for. Then I received about 5 emails stating they would be unable to help me. I called customer service and they said I applied twice for this issue which I did not. They said there was nothing they could do because they blocked my account. They said I would have to speak to another department and would email me the information which they never did and all their email responses are generic with no explanation for why they wont help. Instacart has a terrible history of doing these sorts of things and I think they need to be investigated

    Business Response

    Date: 12/03/2023

    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: 12/05/2023

     
    Complaint: 20949758

    I am rejecting this response because: Solution was not provided. 

    Sincerely,

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

    Business Response

    Date: 12/06/2023

    Hi ******,

    Thank you for contacting the Better Business Bureau.

    You requested for your account to be deleted and it has.

    If you have any further questions or concerns regarding your account, please email *********************.

    Sincerely,

    Instacart Customer Experience

     

    Customer Answer

    Date: 12/12/2023

     
    Complaint: 20949758

    I am rejecting this response because: BBB are you going to step in here? This company has to have a way to refund me for an expired product. I will accept a check in the mail for my $6+tax, this is outrageous. 

    Sincerely,

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

  • Initial Complaint

    Date:12/02/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i have my instacart account for sometime and havent used it since 2022 today i got a ******************************************************************************************************************************************************************************** they unlocked my account i go back on there and place my order the first order goes through i try for a second order different store i removed my old debit card and added a new one to pay for the **** fee for the difference of the order and my account is immediately locked again and they telling me im not gonna get the rest of my gift card

    Business Response

    Date: 12/03/2023

    Hi *******,

    I apologize that you faced this negative experience with us. Based on the decision of our Fraud & Identity team your appeal has been approved. You can now shop on the platform.

    Best,

  • Initial Complaint

    Date:12/02/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 26, 2023 I completed a customer order as an independent contractor for Instacart. This order was 3 parts. Upon arriving to the store to shop, I realized I did not have my Instacart payment card and therefore paid from my own personal checking account so that I didnt have to cancel the batch.I then submitted 3 request to be repaid for the orders paid for in the amount of $75.45, $47.91 and $32.53. To date I have only been repaid the $75.45 and the other two remain outstanding.I have submitted them personally at least 6 times each and I have had several Instacart specialist submit request on their side and they have been denied. I continue to provide receipts and screenshots of my bank account .

    Business Response

    Date: 12/03/2023

    Hi *******,

    I apologize that you faced this negative experience with us. I have reviewed this matter and we have escalated this to our Financial team to investigate further. A specialist from this department will be in touch with you via email regarding the resolution. 

    Best,

  • Initial Complaint

    Date:12/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 12/2/23 at around 1:30pm I received an alert of a purchased to ****** made from Instacart. The purchase was of a total amount of $563. I called instacart and they said they would not be able to help me immediately and that I needed to file a document and wait for a call from their department. Instacart allowed for the purchase to go through even after I received an email that it seem like a fraudulent activity happened. Instacart is not being supportive and this amount of money is extremely high for even them to notice it was fraudulent. However, after sending the email they allowed the purchase to go through. I am requesting a refund of my money! This is extremely upsetting and disappointing from instacart. Especially when that money was for groceries for my children. My bank is telling me that instacart has to refund the purchase and I have to await investigation.

    Business Response

    Date: 12/03/2023

    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,

  • Initial Complaint

    Date:12/02/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Very unprofessional customer service hung up in my face twice as I tried to seek a resolution to my shopper and instacart customer experience app count being locked it has been locked for 3 months now and I have been given to run around and nobody seems to want to help me they put me on hold for about approximately hour and 42 minutes according to my phone and after speaking to two other Representatives that hung up in my face

    Business Response

    Date: 12/02/2023

    Hi ***,

    I apologize that you were not satisfied with your recent experience. We reviewed your appeal and couldnt identify information that would result in a reversal of your deactivation.

    I know this isn't the resolution you had hoped for; however, we wish you well in your future endeavors.

    Sincerely, 

    Customer Answer

    Date: 12/08/2023

     
    Complaint: 20948106

    I am rejecting this response because:

    First you have my name incorrect i would be happy to provide the correct spelling if needed but I DONT EXCEPT THIS FOR thIS reason. Zendesk which over sees Instacart security and support has deactivated my account and that is why i keep cannot pass their validation. This is done intenanal do to Instacart discriminating against me and my background. I was ******* an approved shoppers account that they sent me all my shopper badges in the mail but when i was about to go to work they found a reason to deactivate my account. Zendesk IS A AFFILATE OF MY BUSINESS. privacy IS NOT A CONCERN TO EITHHER


    Business Response

    Date: 12/11/2023

    Hi ***,

    We carefully reviewed your appeal to reactivate your Instacart full-service shopper account.

    We confirmed that you breached the Independent Contractor Agreement.

    A cancellation rate above 15% fails to meet minimum acceptable standards of service under the ************ Shopper Account Access Guidelines. Therefore, your shopper account will remain permanently deactivated.

    We know this wasnt the answer you were hoping for, but please let us know if you have any further questions or concerns.

    Best,

Instacart.com is NOT a BBB Accredited Business.

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