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:01/10/2024

  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.

  An Instacart shopper purchased a printer without my permission and I asked for a refund, but the customer service agent did nothing but deactivate my account.I told them I still have a $70 gift card balance in my account, they never responded again.

  Business Response

  Date: 01/11/2024

  Hi *****,

  Thanks for reaching out. Fraud & Identity reviewed your appeal and couldnt identify information that would result in a reversal of your deactivation. Your account will remain deactivated and we are unable to issue any further appeasements. 

  We wish you well in your future endeavors.
  

  Sincerely, 
  

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21118251
  
  I am rejecting this response because:

  All of my communication with Instacrt was in 2 emails, please see attached. 
  They did not ask me for any identifying information or provide any explanation why they deactivated my account, and when I asked them why, they did not respond to my emails. This has resulted in me not being able to return items and get refunds for items I did not order. Also, I had a $70 gift card credit on my account.
  

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

  Business Response

  Date: 01/16/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  Our Fraud and Identity team sent you an email on 1/5/2024 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: 01/18/2024

   
  Complaint: 21118251
  
  I am rejecting this response because:

  I didn't do anything related to fraud or identity and I need a detailed explanation as to why my account was deactivated. How do I return the printer I didn't order when I shopped at Instacart on 1/4/24  and get a refund? How do I get a refund for the $70 gift cart balance on my account?

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

  Business Response

  Date: 01/24/2024

  Hi *****,

  We understand this isn't the resolution you were looking for and I apologize for any inconvenience this may have caused. Please refer to the email from Fraud & Identity concerning this decision. 
  
  Sincerely, 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21118251
  
  I am rejecting this response because:

  Again, I did not do anything related to fraud or identity. I am a regular Instacart customer and on 1/4/24 I was shopping on the site as usual, but their shopper did the wrong thing and bought something I didn't order. Instead of fixing the problem, Instacart covered up the mistake by disactivating my account.

  I need an answer for :

  1. How do I return the printer I didn't order when I shopped at Instacart on 1/4/24  and get a refund?

  2. How do I get a refund for the $70 gift cart balance on my account?

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

  Business Response

  Date: 01/25/2024

  Hi *****,
  

  Based on the decision of our Fraud & Identity team we will not be able to issue a refund or reactivate your account due to our terms of service, which you agreed upon. Please review the email that was sent to you.
  
  Gift Cards are not refundable and cannot be redeemed for cash, resold and have no cash value, except as required by law.
  
  For more information on gift cards please visit-
  *********************************************************************************************
  
  Sincerely, 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21118251
  
  I am rejecting this response because:

  Why did their Fraud and Identity team decide to deactivate my account? basis on what? Please give a detailed explanation?

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

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased order through Instacart on 1/6/24. I ordered specific items from specific brands however I was sent the wrong items. I also received a different quantity than what I ordered on other items. The shopper was nice and did what he could but I needed my price adjusted so I wouldnt be overcharged. They advised because *** had issues in the past that I am ineligible for a refund. I always submitted proof with my transactions regarding the issues with my items. So the lack of accommodation is unacceptable. I called to see if my account could be reviewed and I was hung up on. *** tried to have this resolved through the company however theyre intent on stealing. Ive also been overcharged several times.

  Business Response

  Date: 01/11/2024

  Hi *********,

  I apologize for the poor experience that you faced. As requested, I've issued a total refund of $6.56 for the item(s) that you reported. Please allow up to 10 business days for this to reflect on your bank statement. 

  Sincerely, 

   

  Customer Answer

  Date: 01/12/2024

  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:01/10/2024

  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.

  On January 1st I accepted an order that afternoon from ****. The app would not allow me to say I was at the location. I then reached out to instacart customer service and continued to deliver the order. Even though the order contained alcohol I delivered the order to the customer after the customer service agent told me to. Once I completed the order the representative told me he couldnt clear the order from his end and within 24 hours I would get paid for completing this order. As of today I still have not gotten paid and Ive talked to three different individuals from customer care which have all told me I would get paid for completing this deliverys I also couldnt shop the rest of the day and want to be compensated for this huge mistake instacart has made. Ive ***** driving almost 3 years for instacart and this is just unacceptable and truly unfair how Ive been treated.

  Business Response

  Date: 01/10/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Your batch from 1/1/2024 was paid on the same day. The total payment was $14.11. The batch pay was $9.24 and the tip was $4.87. 

  Please check your earning from 1/1/2024.

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21117083
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Please read the attached photos from the conversations I had with support concerning the order from **** I completed on January 1st. Your response was and showed you do care or put any effort into this matter. This has nothing to do with the Giant order I completed.
  Again I accepted a order for **** on January 1st once I got to **** it would say I was at the wrong address because it was a application issue and thats why I contacted support. I then picked up the alcohol order still on the phone with support and I went to the customers house and delivered the items after check the customers ID. Once I completed this order support could not help me so I could continue to shop for other customers because they said it contained alcohol. So I would have to wait 24 hours until technical support could help clear this order off my phone. I did not abandon this order like if you see the conversations I had with support. It would be really nice if you all would actually read the conversations I had with support concerning this. If I need to go to the customers house to prove that I delivered this again **** order please let me know I have no problem doing that. Thank you!

  Business Response

  Date: 01/14/2024

  Hi ******,
   
  Thank you for contacting the Better Business Bureau.
   
  Your batch from 1/1/2024 was paid on the same day. The total payment was $14.11. The batch pay was $9.24 and the tip was $4.87.
   
  Please check your earnings from 1/1/2024.
   
  Please let us know if we can assist with anything else.
   
  Sincerely,
   
  Instacart Customer Experience

• Initial Complaint

  Date:01/10/2024

  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.

  On Tuesday January 2nd, Instacart notified me that there was unusual activity on my account and as a result, my credit card had been removed. A second email stated that my account had been locked and to unlock it, I needed to send them a picture of my drivers license and credit card with much of the information blanked out as proof of who I am. I am entirely uncomfortable sending a company who just had fraudulent activity on my account, more personal information that can be used as "proof" of who I am thatcan be hacked and obtained. Other companies do not require this and have other means of identity verification. Instacarts customer service was unwilling to give me another means of unlocking my account and refused to cancel and close my account. I asked to speak to a supervisor who never returned my call. An email to the Trust and Safety Team on January 3, making the same requests, went unanswered. Can you please assist me in resolving this issue? Can you have them give me another meansto unlock my accountif my credit card is in fact removed or have them delete my credit card info and cancel and delete my account? Thank you for your help.

  Business Response

  Date: 01/11/2024

  Hi *******,

  We understand how disappointing it can be when locked out of your account and we take your security very serious. For this reason, we ask for the secure form to be completed in order to protect your personal information by ensuring that we are verifying the correct person.
  
  At this time, the only way for our Fraud & Identity team to verify your account, is by completing the secure form.
  
  We appreciate your cooperation and look forward to assisting you further.
  
  Sincerely, 

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 21115980
  
  I am rejecting this response because: Instacart has not responded to my complaint that I am not comfortable submitting any part of my driver's license and credit card via their form to prove my identity. I have asked for another method of proving my identity online (some options taken from an article below- including the one offered to me and why it is not a good option). But they have replied without a solution and asking me to do something that they know is not advisable for the customer from a security standpoint. I am astonished by this lack of customer service. As such, please confirm that my account has been deleted.
  

  Online Identification:

  "Knowledge-Based Authentication
  
  Anyone who has been online for a while is well aware of this granddaddy of identity verification; knowledge-based authentication (KBA). Upon sign-up, new customers are asked to answer straightforward questions such as their mothers maiden name, the name of their childhood pet, or the name of their favorite teacher. Should the customer return to change their password or regain access to an account, they will have to provide accurate answers.
  
  Credit-Bureau Verification
  
  Some financial institutions and government agencies now use credit bureau verification as a way of establishing someones financial identity. After filling out an application, the credit bureau verification system generates questions based on information included in the customers credit report. Typically, the answers required are fairly obscure. For example, the consumer may be asked to identify old addresses where they may have lived 20 years ago, a former employer, or even the name of a creditor. Credit bureau verification can be highly effective but does require that the consumer have an active credit file that has a significant amount of information with which to work. This means that credit file verification may not work for young people, recent immigrants, or those who have had to freeze their credit files due to identity theft or security concerns. In addition, credit bureau information can be inaccurate, which could cause the process to fail and require a manual review.
  
  Two-Factor Verification
  
  Two-factor verification is a popular alternative to methods that require a users personal information. Users sign up for an account, and a numeric code is sent to one or more of the users contact methods to verify the account and, hopefully, the identity of the user. While the system can be particularly effective at preventing scammers from accessing established accounts, it can be limited in verifying the identity of new customers. After all, an identity thief may only need to gain access to the cell phone or email address of their target to effectively use two-factor verification during a sign-up process. It can also be possible for sophisticated hackers to intercept messages between your systems and the customers device.
  
  Government ** Verification
  
  Government ** verification is shared between in-person and online account creation processes: the presentation of a government-issued photo **. The online process typically requires a scan of the ** and, in some cases, a photograph of the customer holding the ** next to their own face. This is another effective method that many customers simply arent comfortable with. Theyve received enough warnings about sharing personal data that they simply arent willing to provide a full scan of a sensitive document to a private company.
  
  Document Verification
  
  Document verification allows organizations to assess the validity of documents that can prove a customers identity, address or financial situation using personally identifiable information (PII). These documents might include utility bills, leases, home titles or bank statements. Consumers can take a picture of these documents using a smartphone and then upload them securely to the companys servers for analysis. While these supplemental documents can be very useful in confirming identity, many consumers can be hesitant to provide so much information to another company. Consumers may also be concerned about the risk of transmitting documents through networks that could be compromised.
  
  Geo-location
  
  Geo-location verification uses device and network verification, including IP addresses and botnets, to determine the location of a customer. This allows systems to identify behavioral patterns, relationships between the consumer and other people (such as family members), and can detect red flags showing that a consumer is not where he or she says they are or that the consumer is using software to conceal their identity or location."

  Business Response

  Date: 01/16/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Im sorry to hear that you want to delete your Instacart account.
  
  To delete your account, please email *****************************.
  
  They can help with any questions regarding your account deletion or other related issues you have.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21115980
  
  I am rejecting this response because: I have emailed ***************************** and will not consider this matter closed until I receive confirmation from them that my account has been closed.
  
  

• Initial Complaint

  Date:01/10/2024

  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 completed an order on Instacart in November. I went to add an extra $3 tip for the driver and was charged $53.12. I contacted Instacart and was advised to allow time it would fall off and be back into my account. I was also charged $21.00 which was originally a holding fee and should have been changed to $11.88. Instacart has not given me money back and I have reached out to them several times by phone and email. I need my money back as it has caused me to be overdrawn. I paid for my food with ebt and should have only been charged on my **** card $11.88 and not $74.12.

  Business Response

  Date: 01/11/2024

  Hi *******,

  I apologize for the poor experience that you faced. As a one time courtesy, I have issued a full refund of $53.12 for the order. Please allow up to 10 business days for this to reflect on your bank statements.

  Thank you for your patience.

  Sincerely, 

   

  Customer Answer

  Date: 01/11/2024

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

  Customer Answer

  Date: 01/16/2024

  Hello! I needed to open this case back up. I received a refund for $11.88 and not $53.12. I have attached a copy for proof. 
  

  Business Response

  Date: 01/16/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you have received a $11.88 refund to your original method of payment, which can take **** business days to process. We also refunded $41.24 to your EBT account. EBT refunds occur the same day. We are unable to refund your orginial method of payment for the tip. The reason for this is only the customer is able to reduce the tip within two hours after the order arrives.
   
  I am so sorry again for the inconvenience. Thank you for being an Instacart customer!
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21114909
  
  I am rejecting this response because: its not what was said. That should have stated from jump. Also why would I tip the same amount as the order. I tipped her $7 then an extra $3. I wrote you guys as soon as it happened. I am not satisfied. Also this is t the first time you all didnt give me my money back. I have deleted my account and will not refer anyone your way. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/17/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  We are sorry you no longer want to use our platform with our partner retailers. Your account has been deactivated and is in the process of being deleted.

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21114909
  
  I am rejecting this response
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/10/2024

  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 was making an order and use my sons food stamps, which was $68 and then I used my credit card for the rest. There was a glitch in their system and they took the money from the food stamp card and the order was not processed. They said it was escalated and it was not. I talked to four people. None of them know anything and I was told to contact my bank I told him it was a food stamp card.

  Business Response

  Date: 01/10/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  An easy way to see which items are EBT SNAP-eligible is by enabling the Show EBT eligibility by item setting. 

  To enable this setting in-app
  Tap the three horizontal lines in the upper left corner
  Tap Your account settings
  Tap EBT SNAP info
  Tap the Show EBT eligibility by item toggle to turn the option from off to on.
  When browsing items for the store homepage, tap on a specific item to see if its EBT SNAP-eligible. If eligible, it says EBT above the price of the item.
  
  To enable this setting on the website
  Click Hi, [Your Name] in the upper right corner.
  Click Your Account.
  Click the Show EBT eligibility by item toggle to turn the option from off to on.
  When browsing items for the store homepage, click on a specific item to see if its EBT SNAP-eligible. If eligible, it says EBT above the price of the item.
  
  If youd like step by step instructions and other ways to see EBT SNAP-eligible items, check out this article on Shopping for EBT SNAP-eligible items.
  
  Hope this helps!
  
  Best,

  Instacart Customer Experience
  
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21112678
  
  I am rejecting this response because: its not addressing the complaint just a simple explanation.   The order never went through and the *** was charged the 68$. And everyone says wait it will be refunded.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/14/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.
   
  An easy way to see which items are EBT SNAP-eligible is by enabling the Show EBT eligibility by item setting.
   
  To enable this setting in-app
  Tap the three horizontal lines in the upper left corner
  Tap Your account settings
  Tap EBT SNAP info
  Tap the Show EBT eligibility by item toggle to turn the option from off to on.
  When browsing items for the store homepage, tap on a specific item to see if its EBT SNAP-eligible. If eligible, it says EBT above the price of the item.
  
  To enable this setting on the website
  Click Hi, [Your Name] in the upper right corner.
  Click Your Account.
  Click the Show EBT eligibility by item toggle to turn the option from off to on.
  When browsing items for the store homepage, click on a specific item to see if its EBT SNAP-eligible. If eligible, it says EBT above the price of the item.
  
  If youd like step by step instructions and other ways to see EBT SNAP-eligible items, check out this article on Shopping for EBT SNAP-eligible items.
  
  Hope this helps!
  
  Best,
   
  Instacart Customer Experience

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21112678
  
  I am rejecting this response because:
  Its not addressing the complaint issue that I had originally I do not have an issue finding out what items are EBT appropriate for snap I do not have a problem with that. I had a problem with them giving a refund back because they had a computer glitch that took all the food stamps off the card, and, the order was never placed thats what I had a problem with, but I have since received the credited EBT snap refund and I will close it but they do not address the issue. They skirt around it with their black-and-white generic responses. 
  Sincerely,
  
  *************************

  Business Response

  Date: 01/23/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  We're happy your issue with the *** SNAP account has been resolved.

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

  Sincerely,

  Instacart Customer Experience

   

• Initial Complaint

  Date:01/10/2024

  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 saw that Instacart had charged me for a membership fee for instacart+. I confirmed I did not have instacart+ active on my account and had not signed up for it. When I contacted customer support, they told me that someone on an entirely different account had made this charge. I asked them how it was possible I was being billed for another person's account, at which point they told me I must have a family plan with them. This was not the case. They told me that the plan would renew automatically and they had no way to stop me from getting recurringly charged for this other person's account (again, I was being billed on a monthly basis for a membership I did not sign up for). When they told me they were sending me to the concern team, several service agents joined and then left the chat and they unceremoniously ended the chat. I will now have to block the card to stop instacart making me pay for someone else's account.

  Business Response

  Date: 01/10/2024

  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 $9.99. You should see this in your bank account within **** business days.
  
  Best,

  Instacart Customer Experience

• Initial Complaint

  Date:01/10/2024

  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.

  I placed an order on 1/7/2024 and paid the extra $2.00 priority fee. However, for over an hour, my order showed that the shopper was "Heading to the store". I contacted Instacart customer service via their live chat and chatted with an associate named ***** who indicated she would look into this issue for me and eventually had to assign my order to a different shopper. This is the 2nd time in the past month that an Instacart shopper accepted my order, yet completely failed to fulfill it. This is completely unacceptable and has caused a significant amount of my precious time to be wasted.

  Business Response

  Date: 01/10/2024

  Hi *******,

  Thank you for contacting the Better Business Bureau.

  We apologize for the issues you had with your order from Aldi on 1/7/2024. The priority fee was refunded back to you.

  We also removed the shopper who initially took your order and didn't complete it from ever doing your orders again.

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 01/10/2024

  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:01/10/2024

  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.

  My Instacart account was wrongly deactivated and my remaining gift card balance of about $1362 was forfeited. Instacart refused to give specific reasons regarding the deactivation. I request that my Instacart account be reactivated. If this is not possible, I would like the remaining balance of my gift card, approximately $1362, to be refunded.

  Business Response

  Date: 01/10/2024

  Hi Mingyuan,

  Thank you for contacting the Better Business Bureau.

  Its great to have you back at Instacart!
  
  Ive reactivated your account, so you should be able to log in using this email: *********************
  
  Dont remember your password? No problemuse the **Forgot Password **link on the login page to update it.
  
  Feel free to reply if you have any questions. Welcome back!

  Best,

  Instacart Customer Experience

  
  

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Instacart is charging a bag fee that the store doesn't charge. Where I live you do not pay a bag fee for EBT purchases. I believe they're charging bag fees and keeping the money as they are getting free bags.

  Business Response

  Date: 01/10/2024

  Hi *****,

  Thanks for reaching out. Instacart charges paper bag fees in accordance with retailer policies and local, city, state, and province laws. We cant refund bag fees.

  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: 01/11/2024

   
  Complaint: 21111932
  
  I am rejecting this response because:
  In the ******************* and San Bernardino county it is illegal to charge back piece. They are breaking the law, and I would like all my bad fees refunded before I reach out and try to start a class action suit.

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

  Business Response

  Date: 01/14/2024

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  I understand your concern. We take these situations seriously. Please reach out to ******************* and our Legal team will help you as soon as possible.
  
  In the meantime, Im happy to assist you with any questions.
  
  Best,

  Instacart Customer Experience