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Instacart.com complaints

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50 Beale Suite 600
San Francisco, CA 94107 | Get Directions

(888) 246-7822

http://www.instacart.com

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Total Amount in Dispute:
$23,097.00

Total Amount Settled:
$74.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

104 complaints against Instacart.com closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
98	Unanswered

104 complaints against Instacart.com

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4/22/2024

RESPONSE: Complaint was not answered Amount in Dispute: $99.00 Amount Settled: $0.00

Customer Complaint

3/27/2024

Unauthorized withdrawal from my debit card for an account that I never had and they can't find after a 40 minute phone conversation with their customer service but they went ahead and stole my money anyway. I am also filling fraud charges against them. Resolution Sought Refund my money. And be charged with fraud and made to devoulge where they get my card information from.

4/18/2024

RESPONSE: Complaint was not answered Amount in Dispute: $271.94 Amount Settled: $0.00

Customer Complaint

3/25/2024

I recently made an Instacart grocery order and received my food smelling so strongly of cigarette smoke that I had to throw out my produce. I had to wipe everything down with Lysol wipes and it was still smelling of smoke. I have asthma that was triggered , children and a newborn baby that's why I was so frustrated. I took it to customer service and was just expecting maybe a credit or refund for the produce and bread but the against told me they will refund the whole amount and that they would block the shopper and that I'd receive an email within 24 hrs. I did not receive anything after two days I took my complaint back to customer service and told me that the customer service email isn't working at the moment and I just find that so odd. I don't believe my problem will be fixed I feel like I was just lied to and waisted my time talking to them. There are multiple stories about Instacart just lying to customers like this and I think that needs to be handled. Resolution Sought Credit me what they said they would and fix their customer service. They are just lying to customers to get good reviews.

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