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:05/05/2023

  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.

  They cancled our order the on April 1st and requested ID and last 4 on card used, we sent this info the same day requested. Now heres the problem, usually a cancel should mean they release my funds back to my card but as of today my $260 still says pending April 5 /2023 and to make matters worse , they are keeping our account locked ! Theres no way in the heck I'd recommend Instacart they are very unprofessional!!! There are scammers within this ****** Please be aware , they cancel orders and hold your funds for a very extended time!! I WANT MY MONEY RELEASED TO MY CARD ON FILE AND I NEVER WILL USE INSTACART AGAIN , NORE DO I RECOMMEND ANYONE ELSE TO

  Business Response

  Date: 05/06/2023

  Hi ****,

   

  I apologize for the poor experience that you faced. Upon checking, our Trust & Safety team has made the final decision to not issue any further refunds and have upheld their decision in not reactivating the account. Please refer to the email that was sent for any further questions or concerns.

   

  Sincerely, 

   

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 20022947
  
  I am rejecting this response because: IAM NOT ANSKING FOR A REFUND , IAM ASKING FOR INSTACART TO STOP HOLDING MY FUNDS ON THE CANCELED ORDER ON APRIL 1, IT STILL SHOWS $260 PENDING BACK TO MY CARD ! AND I DO NOT WANT AN ACCOUNT AT THIS TIME , I WOULDNT EVEN RECOMMEND ANYONE TO USE INSTACART AND I HOPE ALOT PEOPLE START SUING YOUR COMPANY , CAUSE YOU GUYS ARE AWFUL 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/08/2023

  Hi ****,

  I apologize that you faced this negative experience with us. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.

  Sincerely,

  Instacart

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20022947
  
  I am rejecting this response because: TO ****** AT INSTACART. INSTACART EMAILED ME TODAY AND SAID IT TAKES UP TO 7 DAYS FOR FUNDS TO BE OFF HOLD ! WELL THE ***** WAS CANCLED ON MAY 1 ! AND THEY SAID I CAN GO IN MY ACCOUNT TO CHECK DIGITAL RECEIPTS BUT THIS IST TRUE EITHER AS MY ACCOUNT IS LOCKED , THEY BASICALLY LOCKED MY ACCOUNT AND KEPT MY FUNDS , I HOPE OTHERS CAN SEE HOW UNPROFESSIONAL THESE PEOPLE ARE 

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

• Initial Complaint

  Date:05/05/2023

  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.

  Last year I decided to try a shopping delivery service Called (Instacart) at the time of purchase I didn't know I was signing up for a subscription which was ***** plus fees above other fees and when I saw this on my statement I canceled this service. They refused the refund those fees. I was assured this was canceled. Now this year, I was going through April's ********* and there was a ***** charge for instacart. I just got off the phone to which they said they couldn't refund my ***** because time had elapsed. This was just over a week ago. Very shady business practices. I'm sure next year there will be another charge of ***** or more. I have not used their service since the original time. If I can't be refunded, I'd like to see that no one else is ripped off as I was.

  Business Response

  Date: 05/05/2023

  Hi *****,
  
  Im sorry that Instacart+ isnt working for you right now. Ive canceled and refunded your membership in the amount of ($99). You should see this in your bank account within **** business days.
  
  Best,

• Initial Complaint

  Date:05/05/2023

  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.

  ****** *********** continues to mislead its customers by declaring that a particular item, for example, Smart Water,will be delivered FREE. At the same time, when you are about to finalize the sale online, they quietly add a "SERVICE CHARGE." I suggest that this behavior is deceptive advertising for which BBB has sanctioned them in the past. They continue to be bad actors and should be highlighted for scamming their customers.

  Business Response

  Date: 05/05/2023

   

  Hi ******,

  I apologize that you've faced this negative experience with us. As our business has grown, the needs of our customers, shoppers, and retailers have also grown. The service fee covers a broad range of operating costs including shopper operations, insurance, background checks for shoppers, and customer support. The service fee is not a tip and does not go directly to the shopper delivering the customers order. Service fees vary and are subject to change based on factors like location and changes to the number and types of items in your cart. You can view the service fee total on every order at checkout. Orders containing alcohol have a separate service fee.Pickup orders from certain retailers have a "pickup fee" (equivalent to a delivery fee for pickup orders).The service fee applied to Instacart orders is non-refundable.

  Thank you for contacting Instacart

  Best,

• Initial Complaint

  Date:05/04/2023

  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 tried to place an order using Instacart on May 3, 2023. It immediately was canceled and I received another email asking me to verify my information. I, against my better judgement, scanned the credit card I had used on my last order. You still can't verify me, and now are asking for a digital copy of my driver's license. I **** the line and will not submit this information. I have been a member since 2019, and likely have had over 100 orders with you, this is ridiculous. I cannot get into my account to contact anyone. I went through your ******** help. I told them I wanted deliveries again, or a refund of my membership which still has roughly 6 months left on it. I was told you could not refund my membership until I submitted my driver's license. I want a refund of my membership. This has been a frustrating experience.

  Business Response

  Date: 05/05/2023

  Hi *********,
  
  
  
  
  I apologize that you faced this negative experience with us. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.
  
  
  
  
  Sincerely,
  Instacart Care

  Customer Answer

  Date: 05/05/2023

  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:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a shopper for instacart for 3 years now. I've always been a dedicated shopper with a high star customer rating and for the last 6 or so months a diamond cart shopper which means I was among the best. The problem is, in the small town that I live in, instacart allows SO many people to shop and the orders come in at a first come first serve basis which means when an order comes in, if you take even a split second to review the details of it (pay, distance, etc) you will lose out on that order because you will disappear saying "another shopper has accepted this batch" so in order to make ANY money at all you kind of have to accept immediately and then cancel if absolutely necessary. What's unfair is that instacart was sending me batches and orders from 45 minutes away from my hometown because that's where I work so I was getting those and having to cancel those specific ones because it wasn't worth driving all that way just for one order. So I was deactivated because of my cancellation rate which they say goes against their terms but I appealed this and explained this to them and they very well absolutely could have and have before reactivated my account with all of the details and how good of a shopper that I've been for so many years and they chose not to. I would like this resolved with my account reactivated because it's completely unfair. I didn't go against the terms because of fraud I didn't steal I didn't not deliver to any customers I've even taken money out of my own pocket before just to help a customer that couldn't afford their own groceries. I was an asset to instacart shopping and I know this and they know this.

  Business Response

  Date: 05/04/2023

  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: 05/05/2023

   
  Complaint: 20020020
  
  I am rejecting this response because: this is the exact same explanation they gave me we they suspended my account, word for word. They basically just forwarded the original email they sent me. That's what I'm disputing. I've tried explaining at length to them why I'm disputing their decision, but it's as if they won't even read or try to hear what I'm saying! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/05/2023

  Hi ******,
  
  
  
  
  I apologize that you faced this negative experience with us. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.
  
  
  
  
  Sincerely,
  Instacart Care

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20020020
  
  I am rejecting this response because:

  Every time I reject their response, they continue to send me almost exactly the same email word for word with absolutely no attempt at a resolution. I even offered to go back on a trial basis to see if I kept my cancellation rate at a minimum for a trial period if they'd let me back permanently they won't even acknowledge any of the explanations I've sent or any of the resolutions I've tried to offer
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/08/2023

  Hi ******,

  I apologize that you faced this negative experience with us. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.

  Sincerely,

  Instacart
  
  

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20020020
  
  I am rejecting this response because:

   

  They continue to forward me the exact same email from "different" people in the company without even acknowledging anything I wrote in my original argument. They don't even change a single word in their email! They won't even respond to anything I wrote as to why I shouldn't be deactivated! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/04/2023

  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.

  As seen by the copious amount of complaints you're getting, Instacart has an issue with their **************** all of a sudden. My account was restricted as with everyone else. But in my case I know why. Instacart's application does not let you deal with changes to an order easily. For one situation, I needed to book another order right after the first for items that I forgot on the first but needed. It was after this action that **************** decided to block the account. The problem is, their process assumes a mobile app and wants you to take a "photo" of your ID. That'll not be happening. There is NO mobile phone.If someone up there wants to communicate and fix this via email, that's fine. That's about all you're getting.

  Business Response

  Date: 05/05/2023

  Hi ******,
  
  
  
  
  I apologize that you faced this negative experience with us. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.
  
  
  
  
  Sincerely,
  Instacart Care
  
  

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20019583
  
  There is no email received.
  
  Sincerely,
  
  M **** *********

  Business Response

  Date: 05/06/2023

  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: 05/08/2023

   
  Complaint: 20019583
  
  They keep talking about an email.  I HAVE RECEIVED NO EMAIL FROM THEM.
  
  Sincerely,
  
  M **** *********

  Business Response

  Date: 05/08/2023

  Hi ******,

  I apologize that you faced this negative experience with us. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.

  Sincerely,

  Instacart

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20019583
  
  BBB:

  Instruct the company to stop with the automated replies.  I HAVE NOT RECEIVED ANY EMAIL.
  
  Sincerely,
  
  M **** *********

  Business Response

  Date: 05/09/2023

  Hi M,
  
  
  
  
  I apologize that you faced this negative experience with us. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.
  
  
  
  
  Sincerely,
  Instacart Care

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and yes I FINALLY got the email with resolution.
  
  Sincerely,
  
  M **** *********

• Initial Complaint

  Date:05/04/2023

  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.

  Someone used my instacart account to order items from a CVS on April 20, 2023, and added an address to my account. The money came out of my bank account as $70 and $19.49. I called Instacart and started a dispute, but have not heard back from them other than an email on April 27, 2023, asking me to describe situation. I replied on April 27. I sent follow up emails asking for update on May 1, May 2, May 3, but have not heard back. I was told that I would receive a full refund. Thank you.

  Business Response

  Date: 05/04/2023

  Hi *****, 

  Thanks for reaching out about this issue and I apologize for the negative experience you had. Your account has been temporarily suspended pending review of the charges, so you should not see any further activity on your account for the time being.

  Your account security is of the utmost importance to us, so I escalated this to our Trust & Safety team. They'll follow up via email once they review your account. Please direct any additional questions or concerns to that email thread; only Trust & Safety is able to assist with your refund and reactivation. 

  Thanks for your patience while we review this matter. 

  Best,

  Customer Answer

  Date: 05/05/2023

  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:05/04/2023

  Type:Order 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.

  March 12,2022. was charged $27.86. As I was filling my yearly conservatorship report to *****************,I found no receipt under my account. 4/27/2023 I called and they emailed a form for me to fill out. i completed and sent back on same day....it was received but noted, "Please note that our team is unable to assist with EBT transactions" please email ******************** so, I forwarded the email i received to the noted email...no response. I emailed it again to... **************************...still no response.. SO today 5/4/2023 I submitted the form AGAIN....this is a for COURT after reading ALL the bad reviews, I've be looking for another delivery service please advise, thanks

  Business Response

  Date: 05/04/2023

  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:05/04/2023

  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 effectually has our family's **************** credit card and a second cash money card held hostage. Without reason, without notice, without explanation, Instacart locked ** out of our Aldi grocery store account, which was active and current and had been utilized as is many, many, many times previously, and held our **************** credit card and a second cash money plastic card. Such occurred on May 2, 2023, and after sending many letters on ****'s website's contact ** form online and emails to Instacart, 45 hours later, Instacart still is obstructing ** from access to and use of our own statutorily-confidential financial instruments in the form of 2 monetary cards, 1 cash monies & 1 an **************** credit card. Instacart is blocking our access to our private, valuable financial instruments, so we cannot remove them from Instacart's view or prohibit use by an unauthorized person or remove them from being online. Our demand is Instacart unlock our Aldi grocery store account immediately. Instacart has blocked our logging in to our account which is tied to a free third party email account address with a third party provider in a foreign country on a foreign continent where **** is based. Instacart live chat or help center or customer service cannot be accessed without being logged in to our Aldi account on the website shop.aldi.**, and Instacart has our access blocked. Instacart repeatedly breached contracts which are legally-binding in our state when they failed to deliver prepurchased Aldi goods to ** after we paid in full in advance and Instacart put in writing 5 times they would deliver the prepaid goods to ** on a date certain. That occurred again on April 26, 2023 after we paid $398.-- for Aldi goods and Instacart guaranteed delivery in writing by 8:00 PM CDT but did not deliver. Whereas Instacart breached its volitional contract, on April 26, 2023, as they had done repeatedly on previous orders, we set the May 2, 2023 order for pick-up.

  Business Response

  Date: 05/05/2023

  ***********,
  
  
  I apologize that you faced this negative experience with us. After further review we are unable to locate an account with your email address. In order to further assist, we will need an email associated with your order issues.
  
  
  
  
  
  
  
  
  Sincerely,
  Instacart Care

• Initial Complaint

  Date:05/04/2023

  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.

  Im a 5 star diamond Instacart shopper and have been shopping since January of 2022 . Im a dedicated and very honest person. Ive done over **** deliveries. On April 26, 2023 my account was put on hold. I was told by chat support that is was for account sharing and not to worry, and to email trust and safety and they will get me back on in 24 hours. Its been almost a week. On the 26 of April. The app made me verify my self and I verified like I was supposed to and was able to and stay online. All of sudden about 3 hours later I had issues with the app saying my card needed to be added and wouldnt work So I got ahold of support then and found out why. I did explain in emails that I was having internet issues and had to use my husbands phone periodically . I have asked chat support previously and they told me it was ok and have done so with no issues at all. Im not sure if someone hacked my account because why else would I be flagged when I verified my self. This is some mistake. I wouldnt do anything fraudulent at all . This is my only income. I have 4 kids that depend on me and would never jeapodize not being able to take care of them. I never shared my account and have always logged in with code and if the app makes me verify myself I do. Please help me get my account back to support my family.

  Business Response

  Date: 05/05/2023

  Hi *******,
  
  
   I apologize that you faced this negative experience with us. After further review our records shows a member of our Trust & Safety team has addressed your issue, and sent a follow-up. Please feel free to direct any further issues or concerns to that email.
  
  
  
  
  
  
  
  
  Sincerely,
  Instacart Care

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20018386
  
  I am rejecting this response because:

  As of now May 5 at 240 pm. I still have not gotten a email about decision of appeal .  Not in inbox or spam.  This is very devastating that Im being accused of something I didnt do and even provided selfies and was verified it was me .  Please please help me get my account back to support my family only income and one child is autistic which only job where I could take break when he had meltdowns . Ive always gone above and beyond for this  company and customers.  Please verify with all the stores as well  they can confirm .  Please help me with the appeal to get my account back. I have replied multiple times with no response back  and even sent in proof of phone **** in my name.  Also just spoke with chat support and have done several times and still says on my account waiting on appeal.      
  

   

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

  Business Response

  Date: 05/07/2023

  Hi *******,

  I apologize for this situation, I know how frustrating this can be. Upon checking, a specialist from our Trust and Safety team sent communication to you via email today on 5/7/23 regarding the status of your account. Based on the decision of our Trust & Safety team, we will be unable to reactivate your account due to our terms of service, which you agreed upon.

  Please review the email that was sent to you for additional information on the status of your account.

  Best,

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20018386
  
  I am rejecting this response because:
   
  On 5/5/2023 Instacart first response said that Trust and Safety already resolved my issues and email was sent. I sent back response to bbb that day saying it wasnt resolved and never received any email. All of sudden on 5/7/2023 I received a second email saying my account was deactivated. I did respond to this email and appeal with proof and was denied. After that I also sent trust and safety copy of ******** post of another shopper in my area that received the same earring email  as I did about using a automatic log in after logging on from another phone. So how is she still able to work. We both got the same email after logging on from another phone. And I only did with chat supports permission. I believe this unfair decision was also based on me having to contact the bbb for help in this situation. I have not committed any fraud and I am asking for proof of such fraud.  And asking for the situation to be reconsidered as I have not done any thing wrong and have great work history with Instacart and even have reported things to them that would harm their company to protect  them. Contacting the bbb was my last resort because when I contacted support they just kept telling me every 2 days each time I contacted them. And was also almost 2 weeks of no response of the first deactivation letter appeal.  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2023

  Hi *******,
  
  
  
  I apologize that you faced this negative experience with us. I have sent you an email with further communication on this issue so we can assist you properly. Please feel free to direct any further issues or concerns to that email.
  
  
  
  
  Sincerely,
  Instacart Care