Complaints

This profile includes complaints for Shipt's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Shipt has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shipt

  420 20th St N STE 100 Birmingham, AL 35203-5213

  
• 

  Shipt

  17 20th St N Ste 100 Birmingham, AL 35203-4026

  
• 

  Shipt

  201 3rd St, 8th Floor San Francisco, CA 94103

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: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.

  12/22/2023 - I have placed an order for Best Buy Apple Watch Series 9 ($450.00) value, same day delivery through Shipt, but never received it. Shipt promises you a tracking number and proof of delivery but I never received it. Their delivery driver snapped proof of delivery of a random building and called it a day, clearly running off with my order. I contacted customer service a handful of times only to find out driver is ***, whom they cannot reach out to. But first calls went to voicemail and second time out of service. **************** claimed they are not responsible, but its their driver. I just want my refund! They need to be held accountable!

  

  Business Response

  Date: 12/28/2023

  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.

  At Shipt, we want to make the ordering process as seamless and easy as possible. We express our sincerest apologies, and assure you again we will take internal corrective action.

  While we do not have access to charges made through Best Buy, their team can be reached at ************** should the customer need to contact them directly to request this order be refunded.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:12/21/2023

  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.

  I placed a same-day delivery order at Target around 2pm. It said that it would be delivered between 4 PM and 5 PM. At 4:15 PM the driver texted me and said ** on my way to your house. After 5 PM, I called shipt to tell them that my order was not delivered, and that I needed to leave my house to get to an appointment. They kept telling me to give the driver more time. Shipt tried reaching out to the driver, and they could not get an answer from him. They kept telling me to give him some more time. I Explained that he was already an hour late, as he had told me he was on his way at 4:15 and my house is 10 minutes from the store. I kept being put on hold and disconnected from the people I was speaking with at shipt. In total, I spent about an hour on the phone with them, with nothing resolved. I had to drive to target, have customer service refund, my order, go shop around the store for my stuff again, and lay out the money again. The refund does not go back into my account. They said for up to five days, so I technically had to lay out double the amount for my groceries, which I cannot afford to do. I am extremely displeased with the customer service from the ********************** company, as they did nothing to resolve the problem or to compensate me for having to lay out a double payment and the time it took.

  

  Business Response

  Date: 12/28/2023

  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 as quickly as possible.
  We would also like to express our sincerest apologies for the member's order experience. 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 Target.com, we have contacted Target to have the member's order charge of $61.23 investigated and refunded. Target can be reached at ************** should the customer need to contact them directly.

  We would like to offer a $30 credit towards their next Shipt order. Should the member like to take advantage of this offer, they can reach out to ***** at ************************************* We're 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:12/21/2023

  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.

  12/20/23 I placed a Target order for $129.60 to be delivered by Shipt today from 6-7pm. My shopper, ****, contacted me at 5:15pm to let me know he was about to begin shopping. He contacted me about an item at 6:16pm, and I texted the substitute. I had no other contact. At 6:07pm Shipt sent me a text that the order was in progress. I continued to check the order status that was out for delivery. At 8:59 I texted the driver to see if he was ok. Then at 9:17pm I called Shipt, since the driver didn't respond. Shipt told me that the driver would be there in 22 minutes. At that time, I asked for compensation for my late order and was told to wait until the driver arrived. At 9:49pm I contacted Shipt again. The driver still had not arrived. I asked for compensation. At first they offered $10 then $15 then $20. During this one hour call, each time waiting for supervisor permission, the driver did not arrive. I wanted compensation for the refrigerated and the frozen items adding up to $73 - at the very least. Then I was offered a Shipt credit which I didn't want, as I canceled my Shipt membership through Target tonight. Shipt said that I needed to contact Target since the prepaid order was placed with a Shipt membership through Target. Now that it was 11pm, the virtual chat indicated that a customer service agent wasn't available and that Target's fix an issue was an option. I tried it and it also wasn't available. I then called Target White *** ******** ***** Services who told me to contact Shipt. I explained that Shipt referred me to Target, and Target provided two corporate numbers. Only one worked ***************). After 11pm the recording at this number said that I should call back during business hours. Now after spending over 7 hours ordering, waiting, and calling, it is 11:34pm. I still have no groceries, and I am out $129.60. I now don't want to continue wanting on this order, and I demand a full refund & credit for remaining Shipt membership.

  

  Business Response

  Date: 12/21/2023

  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 and frustration this caused. We have canceled their membership, as requested, on 12/21/2023. Unfortunately, we do not have access to charges made through Target.com, but we have contacted Target to have the charge of $129.60 investigated and refunded. Target can be reached at ************** should the customer need to contact them directly.
  

  We completely respect the customers decision to cancel their membership and sincerely apologize again for the frustration this situation caused. However, we would like to do something more to try to make this up to them. We would like to extend 6 months of free membership as well as a $30 credit towards their next Shipt order. Should the member like to take advantage of this offer, they can reach out to ***** at ************************************* We're 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: 12/21/2023

   
  Complaint: 21039271
  
  I am rejecting this response because:this is completely bogus.  In the two calls to Shipt lasting well over an hour, there was no customer service at all.  They simply didnt care.  They only wrote what they did due to this BBB complaint. I already contacted Target for a refund.  However, I blame Shipt completely for this ordeal, and Shipt should face consequences.  I demand a Shipt refund for my remaining Shipt membership of 8 months, Offering an extended membership and Shipt credit does me absolutely no good, as I am never interested in doing business with this company again.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/28/2023

  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 and frustration this caused. We have canceled their membership, as requested, on 12/21/2023. Unfortunately, we do not have access to charges made through Target.com, but we have contacted Target to have the charge of $129.60 investigated and refunded. Target can be reached at ************** should the customer need to contact them directly.

  We completely respect the customers decision to cancel their membership and sincerely apologize again for the frustration this situation caused. However, we would like to do something more to try to make this up to them. We would like to extend 6 months of free membership as well as a $30 credit towards their next Shipt order. Should the member like to take advantage of this offer, they can reach out to ***** at ************************************. We're 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: 12/28/2023

   
  Complaint: 21039271
  
  I am rejecting this response because: there has been no additional response from Shipt.  You are asking me about what I have already previously rejected. I will accept nothing less than a refund of the 8 months that were remaining on my Shipt membership prior to my cancellation.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/01/2024

  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 and frustration this caused. We canceled their membership, as requested, on 12/21/2023. Unfortunately, we do not have access to charges made through Target.com, but we have contacted Target to have the charge of $129.60 investigated and refunded. Target can be reached at ************** should the customer need to contact them directly.

  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:12/21/2023

  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 December 9th 2023 i ordered from target via Shipt for $93.84 and I did not receive my order i contacted support and they said to email Shipt Payments which I did and I was refused a refund. This is completely unacceptable I would like a full refund for a order i did not receive.

  

  Business Response

  Date: 12/28/2023

  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:12/18/2023

  Type:Billing 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.

  Placed my order did not receive my order contacted shipt was told to email instead of being helped over the phone i was told to email am being asked for proof of identity instead of helping with my order i did not receive

  

  Business Response

  Date: 12/21/2023

  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 $87.48 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 ***********************************************.

  Customer Answer

  Date: 12/21/2023

   
  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:12/08/2023

  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.

  I made an order i did not receive my order was sent a picture of proof which was not delivered to me which doesnt show whos place it is, i contacted shipt been getting semt back and forth from chat to email and now their requesting for my license back and forth which i shouldnt have to provide that for my order not being delivered they didnt ask for it when i made my purchase, all i want is my refund. Ive provided a picture that they sent me of their proof.

  

  Business Response

  Date: 12/10/2023

  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 $175.71 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 205-502-2500, via email at support@*********, and via live chat on our homepage at *********. This information can be found on our website at *******************************

• Initial Complaint

  Date:12/05/2023

  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.

  Dear Better Business Bureau,
  
  I am reaching out to file a formal complaint against Shipt for the loss of an expensive item, Apple Watch series 9, bought for $479, which was supposed to be delivered to me but went missing under their service.
  
  On Dec5th, I placed an order through ******, order number **************** choosing Shipt for the delivery of an item worth $479. The package was marked as delivered by Shipt’s driver, yet it never arrived at my location. When I approached ****** to address this issue, they directed me to Shipt, stating that the delivery service was responsible.
  
  Despite my efforts to resolve this matter with Shipt, I have been met with inadequate responses and a lack of resolution. This lack of action and responsibility is particularly disconcerting given the high value of the missing item.
  
  Therefore, I am not only requesting an immediate investigation into this incident but also demanding a full refund of $479 or same amount ****** gift card. The financial loss, coupled with the inconvenience and disappointment caused by this incident, warrants prompt and appropriate action.
  
  I am hopeful that the Better Business Bureau will assist in this matter and ensure a fair and swift resolution. Your involvement is crucial in addressing such service shortcomings and ensuring accountability.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Customer Answer

  Date: 12/05/2023

  Full name:***** **

  

  Business Response

  Date: 12/10/2023

  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 as quickly as possible.
  
  We would also like to express our sincerest apologies for the member’s order experience. Please be assured that we are reviewing this order internally to ensure this is addressed appropriately. The member’s rating of a 1 permanently unpairs them from this shopper, so they will never be offered the member’s orders in the future. 
  
  While we do not have access to charges made through *********** we have contacted ****** to have the member’s order charge of $479.58 investigated and refunded. ****** can be reached at ************** should the customer need to contact them directly.
  
  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:12/04/2023

  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.

  I utilize Shipt multiple times a week. Recently orders will be claimed and supposedly delivered. However, I received no items. I contact customer support and they refund my order. However, I have wasted hours and I was expecting my items. It's been a complete waste of time unreliable. It feels like fraud.

  

  Business Response

  Date: 12/10/2023

  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 will review this customer's order to review the reason it was not received.

  Our Experience Team can be reached directly at ************, via email at *****************, and via live chat on our homepage at *********. This information can be found on our website at https://www.*********/contact/.

  Customer Answer

  Date: 12/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is nothing but a generic response to my inquiry. I have had several situations in which a delivery is said to have been completed and my credit card charged. I then find out it's not delivered and I have to call to get a refund. I think it's fraudulent and it's intentional. It has happened many times on my account. Deep dive my situation and figure out what's wrong. Someone is using our money for a period of time likely gaining interest on it and returning it back to us.

  
  Sincerely,
  
  
  
  Selam Sanders

  

  Business Response

  Date: 12/18/2023

  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 will review this customer's order to review the reason it was not received.

  Our Experience Team can be reached directly at ************, via email at support@*********, and via live chat on our homepage at *********. This information can be found on our website at https://www.*********/contact/.

• Initial Complaint

  Date:11/13/2023

  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 11/11/23, I placed an order via Target.com. I was scheduled to receive the delivery between 9pm-10pm. The order never arrived to my home. I contacted Shipt customer service to resolve the matter, the representative stated that the order did not go through in reality I was charged for the full transaction. The representative placed me and hold and stated I would receive a receipt showing I would receive a refund this never happened. He then proceeded to transfer me to Target. I asked him not to transfer me because Target is now closed. He hung up on me. I called back again the representative I spoke to refused to transfer me to a manager. So I am now I lost ******. The customer service at ********************** is poor, I am still sitting here with no resolution.

  

  Business Response

  Date: 11/20/2023

  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 cancelled this order on for the $104.34 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 from the cancellation of the pre-authorization, and the associated refund receipts will be sent to their email provided once the charges from Target are releaed. 

  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:11/07/2023

  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.

  If you order something from this company, they add money to your finale bill and says it will refund. But they don't refund and are skimming money off each order.With **** of orders it adds up real quick.

  

  Business Response

  Date: 11/17/2023

  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 apologize for the cause of concern. When a member places an order with Shipt, we preauthorize the amount the order is expected to cost plus a small allowance for substitutions and/or additions. Any tip left on the order after it has been placed will be authorized and captured separately. If there is a special request on the order, the member may see a higher pending total because we estimate $6 as the cost of each special request into the hold placed on the card. These will be pending charges, but we will only capture the amount of the order total based on the items the shopper delivers. For the members most recent order, their card was preauthorized for $54.07. Since the total came to $48.48, the members card was refunded $5.59 and a receipt has been sent to the members provided email address for confirmation. 
  
  If for some reason we do not preauthorize for enough, we will take the remaining amount out as a second payment. If the preauthorized amount is more than the actual order total, we will partially refund part of that preauthorization and only charge the member based on the accurate order total which will be reflected on the itemized receipt received via email.
  
  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 ***********************************************.