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:12/26/2023

  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've been an Instacart member since 2017. My plus annual membership automatically renewed on Dec. 3, 2023 for $99. Sadly, I've recently become disabled and was approved for SNAP. I just received my EBT card a few days ago. Unfortunately, I cannot use my EBT card for ******* through Instacart. Plus, Instacart charges service fees for all orders. Due to the tragic turn of events in my life, I can't afford it any longer, after having been a loyal customer for 6 years.I cancelled the membership today, Dec. 26, only 23 days after the renewal. But I was told I would be given no partial refund. They are keeping my $99 and I can "enjoy" my account until Dec. ****. I can't use it, I can't afford it and I had no idea this was going to happen to me. Literally every ***** counts now. I always understood that there would be a partial refund for unused membership. Apparently, a change was made that I was unaware of...? I am in such a tough spot, but no compassion for a long-term customer that has spent thousands on your service for many years? It is beyond disappointing and frankly, cruel.

  Business Response

  Date: 12/27/2023

  Hi ********,

  I apologize that you faced this negative experience with us. I understand how disappointing it can be to be charged for a membership you no longer need.

  Good newsI can give you a prorated refund of your Instacart+ membership. The prorated amount is based on when you signed up for your membership and how often you used it.
  
  Ive canceled your membership, and youll get your refund of $92.38 in **** business days, depending on your bank.
  
  Youll also receive an email confirming your cancellation. If you cant find this email, please check your spam folder.
  
  Best,

  Customer Answer

  Date: 12/27/2023

  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:12/26/2023

  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.

  My Instacart account was compromised on 12-10-2023 with fraudulent charges and items sent to a location in Georgia (I reside in MI) . They locked my account. I filled out the paperwork to restore it, and was told it would take 48 hours. I have received my compromised charges $$ back via PayPal. I have called five times, and emailed and have waited now 10 business days and nobody will help me. I spend hours trying to talk to people and I get the run around. Transferring me from department to department with no resolution. I would like my account to be closed and I would like a refund of the $99 annual fee that I just paid in October. This was the fee to use the service, which I am not able to use, and there is no way for me to resolve the issue. They wont give me information, they wont unlock my account, and they wont close my account and refund my fee. They owe me 10/12th of my $99 fee. Terrible overseas customer service that does absolutely nothing to resolve my issue. I want my prorated annual fee refunded to me and my account closed.

  Business Response

  Date: 12/27/2023

  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 at a prorated amount of $57.75. You should see this in your bank account within **** business days.
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 12/29/2023

  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:12/26/2023

  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.

  Aldi order through Instacart 12/23 order 12/24 delivery Was charged 74.81$ and was missing 33$ of merchandise. I contact customer service 4 different times and each time they stated that they could not give me a refund. I understand if I it was due to the wrong substitution or merchandise but the merchandise was missing. In addition, someone must have received my merchandise. I have had it happen in the past and accepted no refund because it was partly my fault for not stating to refund item. In this case the driver shorted me my order.

  Business Response

  Date: 12/27/2023

  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 24 from ALDI Express.
  
  Order Issues:
  - L'oven Fresh Garlic Knots
  - Emporium Selection Shredded Parmesan Cheese
  - Countryside Creamery Salted Butter Quarters
  - Gamesa Cookies
  - Mango
  - Friendly Farms Heavy Whipping Cream
  - ****************** style="color: rgb(66, 66, 66); font-family: "Open Sans", "Helvetica Neue", Helvetica, Helvetica, Arial, sans-serif;">- Zucchini Squash
  - Charge or payment issue
  

  Actions we've taken:
  - Refunded $37.05 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,

• Initial Complaint

  Date:12/26/2023

  Type:Sales and Advertising 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 12/17/23 my account was hacked. Instacart detected it and refunded the money but also locked my account. To unlock it, I had to send in pictures of my ID and card that was on the account. I did, then they got back and asked for a picture if a card ending in 4 numbers. I dont have any cards with these numbers. Whoever hacked my account must have used my card then changed the default to another so I had no way of showing. I told them this. I have checked multiple times on the status of this and have received no update whatsoever. Instacart had the worst customer service I have ever experienced.

  Business Response

  Date: 12/27/2023

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  Our Fraud and Identity team sent you an email on 12/27/2023 regarding your account status. Please review and reply with the secure link in the email for more information and next steps.
  
  Thank you,

  Instacart Customer Experience

  Customer Answer

  Date: 12/28/2023

  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:12/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, December 26th I placed an instacart order for Food Lion grocery store for multiple items. I ordered pick up and received every item except a 3 lb package of ground turkey. The total for that product with tax would have been about $9.50. When I reached out they said they were sorry, but they could not refund it but that my account remains active. I reported instacart to better Business bureau and received an answer in my favor not that long ago, I'm very disappointed I am having to do this again. It's not that much money obviously but it is the principle of them stealing from me.

  Business Response

  Date: 12/27/2023

  Hi *******,

  I apologize that you faced this negative experience with us. Im sorry about your recent order. We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery on this order. Your account remains active, and you can still shop on Instacart.
  
  Best,

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21058215
  
  I am rejecting this response because I did not receive item I paid for.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/04/2024

  Hi *******,
  

  I apologize that you faced this negative experience with us. Im sorry about your recent order. We reviewed your request, and unfortunately, we cant issue any refunds, credits, or redelivery on this order. Your account remains active, and you can still shop on Instacart.

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

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21058215
  
  I am rejecting this response because I paid for an item that was almost $10 and did not receive it. They need to that the very least give me an account credit.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 5, 2023 I made an order with Instacart. The original order was an ebt order totalling $69.95. At the last minute I decided to add 2 additional items that cost $12.78. Instead of charging my ebt card for these extra items which were both food, ebt eligible items, Instacart chose to charge my debit card, and not just for the $12.78, but for $14.76. It said on the receipt that it was a temp hold that would be released after 7 business days. As of today, it has been 14 business days. When that did not happen I contacted them via phone and after being mostly on hold, on and off for an hour, I was told they could not help me. There was nothing they could do. My request was for them to charge my ebt card the appropriate amount owed and refund my debit card. I made a second order that was delivered on 12/6/23 for 2 EBT items totalling $12.78. They were out of stock so the driver substituted 1 item totalling $8.59. Not only was my ebt card NOT refunded the difference of $4.19, they additionally charged my debit card $8. After 51 minutes on hold I was refused, repeatedly to be allowed to speak with a supervisor. Supposedly they were on another call and could not help me. I was first told that the cost of some of the items on the original order had changed, but that was not true. I was charged the correct amount on the receipt for the chicken, which is what she said had gone up. She could not explain to me why I was charged $22.76 for one food item that cost $8.59 and they could not help me. I tried contacting customer service via their live chat, but they didn't answer me. To resolve this, I am owed $22.76 back to my debit card and my ebt card should be charged the $12.76 for the first order and should be refunded the difference of the original charge of $12.78 and the subbed item of $8.59, so the difference is $8.57. Instacart owes me $22.76 for a debit refund and I owe them $8.59 in fs.

  Business Response

  Date: 12/26/2023

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

  Thank you for contacting the Better Business Bureau.

  If you add additional items after checking out with your EBT card, the items will automatically charge to the credit or debit card you entered at checkout or that you have on file. 
  
  For more information, check out our Help ************************* this helps!
  
  Best,

  Instacart Customer Experience

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21057169
  
  I am rejecting this response because: I was not aware, to begin with that my debit card would be charged for actual, EBT items. That makes no sense. I did not knowingly agree to that. Apart from that, on the second order I did not make any changes. There was an item that was substituted resulting in the cost of the item going from $12.78 to $8.59. Not only did Instacart FAIL to refund my EBT card the difference, but in addition charged my debit card $8. As a result I paid a total of $21.35 for 1 single, grocery item that cost $8.59. I am owed a refund. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/04/2024

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  You must also add a credit or debit card to your Instacart account to use your EBT card. With your EBT purchase, your credit or debit card covers fees, bottle deposits in some states, taxes, delivery tips, and any other non-EBT eligible items you may want to purchase. 

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21057169
  
  I am rejecting this response because: I obviously had a debit card on my account. This is how I was overcharged. I am only interested in being issued the full amount of refund, requested and never doing business with Instacart, again. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/26/2023

  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 through instacart including both *** and non *** items. Toilet paper did not arrive so I sought a refund. Instacart, however, refuses to refund the CASH paid item to my debit card which I used to purchase the item. They instead insist on funding it to my *** card which in no world makes sense. I now have no way to buy toilet paper as I can't exactly expect another business to take the CASH off my SNAP just because instacart felt like putting it there instead of where it belongs. This is ridiculous. I even tried deleting the *** card from my account, and they still refuse to credit the debit card the CASH came from. This is insane. Never using instacart again. I'm selecting refund under desired settlement but we all know this is going ignored.

  Business Response

  Date: 12/26/2023

  Hi *****,

  Thank you for contacting the Better Business Bureau.

  Here is a confirmation that you will receive a $13.47 refund to your original method of payment, which can take **** business days to process.
  
  I am so sorry again for the inconvenience. Thank you for being an Instacart customer!
  
  Best,

  Instacart Customer Experience 

  Customer Answer

  Date: 12/27/2023

  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:12/26/2023

  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 advertises a $10 credit for referring friends. I successfully made a referral and got the email stating I received the referral bonus. When I checked my credit history, I did not see the $10. I waited two days for it to appear, but still nothing. When I reached out to customer support, I was told the "credit" was actually a $10 off $35 discount. This is blatant false advertising. No where does it say that the referral bonus is a promotional discount. In fact, the web page says "Invite friends, earn money" and "you'll get $10 credit", but once they've successfully gotten their money, they give you a discount and try to convince you it's a "credit" that can't be combined with other promotions and has a minimum spend.

  Business Response

  Date: 12/26/2023

  Hi ******,

  Thank you for contacting the Better Business Bureau.

  You can check your referral credits by pressing "Invite friends, earn money." You currently have earned a $10.00 credit. See below where it says "copy code".

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

  Sincerely,

  Instacart Customer Experience

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21056093
  
  I am rejecting this response because:
  

  There was a complete lack of reading comprehension regarding my concern. I am aware my referral was successful. However, the "credit" I received was merely a discount and not store credit. This is false advertising for something that says "earn money" and "receive credit" because a discount code is not "money" nor "credit".

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

  Business Response

  Date: 01/04/2024

  Hi ******,
  

  Thank you for contacting the Better Business Bureau.

  Please review the terms and conditions located at the bottom of the referral screen.

  You can also use this like to view them as well- **********************************************************************

  Best,

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21056093
  
  I am rejecting this response because:

  Again, anything I said has been completely ignored. I'm not even sure what this reply from the business is implying. The link is for shoppers, not customers. This business is impossible to work with.

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

• Initial Complaint

  Date:12/26/2023

  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.

  Someone used my debit card and charged $273,68 . They also changed my email address . Delivered and empty bag yo my home Christmas Eve . I immediately closed my debit card , notified bank and Instacart . I canceled my account with them . I filed claim with Instacart but no answer. The # they provided wont put me through to customer service . Please help me ! Thank you

  Business Response

  Date: 12/27/2023

  Hi ******,

  I apologize for the poor experience that you faced.

  Thank you for completing the secure form. Our Fraud & Identity team will follow up with you in the order it was received. If you have not received a follow up email within 72 business hours please reach out.

  We advise that you do not submit multiple forms, as this may slow down the process.
  
  Sincerely, 

• Initial Complaint

  Date:12/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2023 I received a notice that my Instacart membership would automatically renew. It was not clear to me how to cancel and the email was from "no reply". I went to my account and tried to cancel. I unchecked the automatic billing button and I removed my card information. In December (Dec. 26), when I received my bill (after the Dec. 4th billing from Instacart) I called and was told that the period of time to cancel was 15 days from the billing date (which in most cases is before you see your credit card bill). Now I am told that they will remove me from automatic billing but that I cannot cancel the membership. I have no way of resolving this without the help of the BBB. I imagine since their rating is a "C" that this is not the first time you have heard this complaint. I look forward to hearing from you if you have any solutions. Have a lovely day.

  Business Response

  Date: 12/26/2023

  Hi ****,

  I apologize that you faced this negative experience with us. I understand how disappointing it can be to be charged for a membership you never used.
  

  Good newsI can give you a refund of your Instacart+ membership. Ive canceled your membership, and youll get your refund of $104.94 in **** business days, depending on your bank.
  

  Best,