Complaints
This profile includes complaints for Shipt's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 361 total complaints in the last 3 years.
- 104 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/21/2024
Type: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.
Target app for same-day delivery uses Shipt. Shipt used an incorrect phone number to text order information and Target refused to give responsible person/entity or call back information as to the security of my information.
Business Response
Date: 04/05/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
We are happy to provide the member with additional information. They can use this website to check their online exposure: ***************************. This site is owned and run by noted cybersecurity expert *****************. The site, and link, are perfectly secure. Have I Been Pwned is regularly consulted by people around the world to see if their emails have been exposed to a major data breach. To reiterate - Shipt has not been the subject of such a breach.
Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Customer Answer
Date: 04/07/2024
Complaint: 21462585
I am rejecting this response because: It does not address the issue.
Sincerely,
*******************************Business Response
Date: 04/14/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
Target's privacy policy can be accessed via the website or mobile app, the same can be done by accessing Shipt's website or mobile app. By going to 'Profile' on the customer's associated account, they can access this information by selecting 'Legal & Security' near the bottom of the prompt.
They can use this website to check their online exposure: ************************************* site, and link, are perfectly secure. Have I Been Pwned is regularly consulted by people around the world to see if their information has been exposed to a major data breach. To reiterate - Shipt has not been the subject of such a breach.
Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Initial Complaint
Date:03/15/2024
Type: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 loyal customer with ********************** since 2020, and have used their service regularly. I have had excellent service with their shoppers and remained with them. Today, I placed an order with Publix. The shopper that worked with my order never reached out to me during his time at the store, which is not standard practice for Shipt. Instead of contacting me, he substituted the items I ordered for more expensive choices. I expressed my concern, and asked at first for a full refund of my order. When this was rejected, I contacted the customer retention team. They decided to refund me for the items that were overcharged or incorrect. Hours later, I discovered that the customer service team decided to fire me as a customer and refund my entire order. I only expressed my concern at leaving Shipt, but NEVER cancelled my account (they would have to pull the call). I am now permanently banned from the company. There has been no wrongdoing on my part and there is no proof of wrongdoing. I am a customer, and I was very upset with the service that was provided. Bottom line. I have written to the Customer Retention Team, but with my reputation as a member intact (and several previous shoppers will attest to this, this move was a poor choice. I would like my account reinstated and an apology from this company for the pain they have put me through starting at 1:00 PM this afternoon.Business Response
Date: 03/16/2024
This members account was terminated in accordance with our Terms of Service, which can be found here: ********************************************************. Per that agreement: We may terminate your use of the Site and the services offered on the Site at any time, for any reason, and Shipt may prohibit your use of the Site and services offered on the Site at any time in our sole discretion. The terms of these Terms shall remain in effect at all times after the termination of your use of the Site and the services offered on the Site.
It is Shipt's firm belief that we, as a company, have responded appropriately. We stand by our decision and are unable to reinstate this account.
Please note there is additional documentation regarding this claim that we can provide to the BBB directly if needed.Initial Complaint
Date:03/15/2024
Type: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 ordered items through the Best Buy app and they were attached as the carrier for 2 items. Issue 1) nobody picked up item in 7 hrs on a same day delivery charge from Best Buy Issue 2) *********** REFUSED to drop the times as carriers to allow me to pick up in person. Issue 3) *********** REFUSED to cancel pick up as I was at the store location in person as their system locks down Best Buy's internal systems not allowing the customer to receive the products they paid for. Issue 4) *********** CANCEL my Best Buy order altogether as the carrier and causing a refund when the product was wanted to be picked up in person.Business Response
Date: 03/16/2024
As a company, Shipt always seeks to provide an exemplary customer experience. We consider anything less to be unacceptable, and we want to make the delivery process as seamless and easy as possible. We sincerely apologize for the frustration this situation caused. Please be assured that we are reviewing this order internally to ensure this is addressed appropriately.
While we do not have access to charges made through Best Buy, we have confirmed the order was canceled. Best Buy can be reached at ************** should the customer need to contact them directly to request this order be refunded or with questions about the refund process.
Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Initial Complaint
Date:03/11/2024
Type: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.
Shipt is making it impossible for me to cancel my membership.I use the service very little, and want to cancel before it is renewed automatically.On 3/9/24 at 122:27 PM, I tried by THIRD TIME phone ************, and the agent "could not hear me"I tried to cancel later through the same number "******" took my call and agreed to cancel my account. "Should only take three minutes" She said that my account was "now canceled" and I could expect a $47.30 membership refund on my card.. The process took from 12:07PM until 12:47PM with the several calls and the chat, including the "can't hear you", and the great response from ****** at about 12:46PM. 12:40PM.ifpurBusiness Response
Date: 03/11/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We canceled their membership, as requested, on March 9, 2024 and issued the rest of their $99 refund to their credit card on March 11, 2024. The member should see that reflected on their bank statement within the next 5-7 business days. We have sent email confirmation to the customer separately as well.
We completely respect the member's decision to cancel their membership and sincerely apologize again for the frustration this situation caused.
Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Customer Answer
Date: 03/11/2024
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,
*************************Initial Complaint
Date:03/04/2024
Type: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 havent received my order contacted them and no ones resolved my issue just making me go back n forth id like my refund Order #*********Business Response
Date: 03/06/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.
We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for a refund. Due to the nature of the request, the member will need to continue to speak with this department to have a refund processed.
Alternatively, the customer can also file a dispute with their bank if they prefer. If the bank has any questions regarding a charge or how to initiate a dispute, they can reach out to our Payments Team at ************************************ They are happy to help.
Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Customer Answer
Date: 03/06/2024
Complaint: 21377308
I am rejecting this response because:
Ive been in contact with them nothing is being done and being asked to provide proof of identity is ridiculous i wasnt asked that when i made my purchase i keep getting the runaround from this company
Sincerely,
*****************************Business Response
Date: 03/08/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.
We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for a refund. Due to the nature of the request, the member will need to continue to speak with this department to have a refund processed.
Alternatively, the customer can also file a dispute with their bank if they prefer. If the bank has any questions regarding a charge or how to initiate a dispute, they can reach out to our Payments Team at ************************************ They are happy to help.
Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Customer Answer
Date: 03/08/2024
Complaint: 21377308
I am rejecting this response because: all i want is my refund for my order not received. Ive been in contact no one is helping with my refund
Sincerely,
*****************************Business Response
Date: 03/11/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We have issued a refund today for the $197.77 charge associated with order #********* to satisfy this BBB complaint. The member should see that reflected on their bank statement within the next 5-7 business days, and the associated refund receipts will be sent to their email provided.
Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Initial Complaint
Date:02/27/2024
Type: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 order groceries from kroger on the shipt app on 02/26/2024 order number *********. The groceries arrived smelling like smoke and manure. I contacted shipt and they said I had to send an email to *********************************** which I did. I have not heard anything back, I have bad asthma and kids in the house. I cannot have this in my house. I spent almost $300 on groceries and now they're unusable and just sitting in my garage due to how it affects my asthma and i dont want my kids breathing that in. I want a refund immediately. Do not buy from this companyBusiness Response
Date: 02/29/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.
We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for a refund. Due to the nature of the request, the member will need to continue to speak with this department to have a refund processed.
Alternatively, the customer can also file a dispute with their bank if they prefer. If the bank has any questions regarding a charge or how to initiate a dispute, they can reach out to our Payments Team at ************************************ They are happy to help.
Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Customer Answer
Date: 02/29/2024
Complaint: 21353967
I am rejecting this response because: I have tried to contact the payment team multiple times with no response. I want a refund asap.
Sincerely,
*********************Business Response
Date: 03/06/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We see that a refund has been issued on 2/29 for the $203.77 charge associated with order #********* to satisfy this BBB complaint. The member should see that reflected on their bank statement within 5-7 business days, and the associated refund receipts have been sent to their email provided.
Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Customer Answer
Date: 03/06/2024
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:02/20/2024
Type: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 placed an order yesterday. Order *********. For **** Club. It appears the driver shopped multiple orders at once and gave me someone elses order entirely. I called customer service but they wouldnt help me. I need a refund for this order that I never recieved.Business Response
Date: 02/21/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.
We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for a refund. Due to the nature of the request, the member will need to continue to speak with this department to have a refund processed.
Alternatively, the customer can also file a dispute with their bank if they prefer. If the bank has any questions regarding a charge or how to initiate a dispute, they can reach out to our Payments Team at ************************************ They are happy to help.
Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Customer Answer
Date: 02/21/2024
Complaint: 21306560
I am rejecting this response because: I have contacted Shipt multiple times in regards to this missing order and they never get back to me. So not sure what they mean when they say CONTINUE to speak to this department to get a refund. I have spoken MANY times with no help which is why I filed the complaint. Please just issue the refund for the order I never received because YOU chose to let your drivers shop multiple orders at once time.
Sincerely,
*******************Business Response
Date: 02/22/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.
We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for a refund. Due to the nature of the request, the member will need to continue to speak with this department to have a refund processed.
Alternatively, the customer can also file a dispute with their bank if they prefer. If the bank has any questions regarding a charge or how to initiate a dispute, they can reach out to our Payments Team at ***********************************. They are happy to help.
Our Experience Team can always be reached directly at ************, via email at **********************************, and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.Customer Answer
Date: 02/22/2024
Complaint: 21306560
I am rejecting this response because: the company has asked me to send copies of my ID front and back as well as proof of address in the form of mail sent to my home. I have done that. PLEASE REFUND ME
Sincerely,
*******************Business Response
Date: 02/23/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We have issued a refund today for the $82.19 charge associated with order #********* to satisfy this BBB complaint. The member should see that reflected on their bank statement within the next 5-7 business days, and the associated refund receipts will be sent to their email provided.
Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Initial Complaint
Date:02/16/2024
Type: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 signed up for a free trial to see if it was worth it, and it IS NOT!! I tried canceling it before the end of the free trial date and it kept saying there was an error with my request and to contact customer service, after waiting on hold for THREE hours i get hung up on. and now the subscription came out of my account when i didnt even get any it. REFUND MY MONEY PLEASE.Business Response
Date: 02/21/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We canceled their membership, as requested, on 2/21/24 and issued the $99 refund to their credit card on the same day. The member should see that reflected on their bank statement within the next 5-7 business days.
We completely respect the member's decision to cancel their membership and sincerely apologize again for the frustration this situation caused. We're happy to help.
Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Initial Complaint
Date:02/15/2024
Type: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 February 11th I placed an order i never received. I have never used this service beforeBusiness Response
Date: 02/21/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.
We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for a refund. Due to the nature of the request, the member will need to continue to speak with this department to have a refund processed.
Alternatively, the customer can also file a dispute with their bank if they prefer. If the bank has any questions regarding a charge or how to initiate a dispute, they can reach out to our Payments Team at ************************************ They are happy to help.
Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
Initial Complaint
Date:02/07/2024
Type: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.
- Transaction Dates: 1/29/24 (fraudently financial charge), 1/30/24 (calls with *********************************** Reps ****** in ************************* in *********************** Business Committment: Two week free trial.- Dispute: I signed up for a two week trial on 1/30/24 AM after completing two, guest checkout orders with a $10 per delivery order fee transactions from *************** on 1/28/24 via the app. The app was denying my credit card so I called Shipt to resolve. This led me to my bank which provided information of the fraud "wrongful or criminal deception intended to result in financial or personal gain" of $10.99 the PREVIOUS DAY, 1/29/24. I called Shipt back, explained the original and now new issue, requested free membership and for the issue to be fixed with ******. He ignored to answer the request. I had to further state serious tonality that I was dissatisfied since I was using the service due to medical reasons vs convenience. He then transferred me to the ******************** with ******. ****** said he would reverse the charge until 2/29/24 and report this to his Supervisor. This is not enough, as I'm under a potentially non-related identity theft investigation where it is confirmed my information was sold and/or traded. It makes you wonder if Shipt buys stolen data, and I expect/hope BBB takes a more active role in ensuring this safety and accountability.Business Resolution Update: They didn't provide a means to follow-up or ensure they fix their financial practices or app/platform bugs.Acct: ***************************, ************, ******************************* Order Issue Discovered: Trying to place Target #*********. Orders ************************ Kroger # *********, Publix # ********* Advertising: The two week membership was in the Shipt App downloaded from ****** Play Store.Business Response
Date: 02/11/2024
As a company, Shipt always seeks to provide an exemplary customer experience. We consider anything less to be unacceptable, and we definitely want to make this right as quickly as possible.
We would like to express our sincerest apologies to this customer for the poor experience with our support team and frustration this caused. We sincerely apologize for the frustration this situation caused, and will be forwarding this feedback to the appropriate teams. The member can find more information about data details on our website here: ********************************************************
Our Experience Team can be reached directly at ************, via email at **********************************, and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
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