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:09/11/2023
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 had a horrible shopper that had no communication with me. As a result, she charged me more items I didnt receive and replaced many items in my order with items that I didnt want. I reached out to shipt FOUR times and they have yet to refund me This is in regards to order #*********
Business Response
Date: 09/17/2023
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 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 $185.97 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: 09/18/2023
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:09/08/2023
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 want to cancel my account. I do not want it to renew another year. I have emailed, chatted, and called and no one will cancel my account. I am given instructions which say to click on a button that say to cancel but that button doesn't exist. I was told to call so I did and waited on hold just to be told they can't cancel my account. I just don't want to be charged but no one will cancel my account. This has to be illegal.Business Response
Date: 09/17/2023
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 canceled their membership, as requested, on September 7th and contacted Target to have their $99 membership fee refunded on the same day. They should see that reflected on their bank statement within the next 5-7 business days.
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:08/29/2023
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.
Repeatedly I have not received my orders and they have been cancelled out. Tonight I had another issue where the shopper texted me and said they wouldn't get to the store until 9:52 and the store closed at ten. So they told me to cancel the order. I spoke with a rep and she did this. I asked about canceling my Shipt membership because this keeps happening. She told me how to do it. I asked if I would receive a partial refund. I asked multiple times to be sure. I did NOT receive this. Then I reached back out and they said she gave me incorrect information and that it had to be specially offered to me. I don't understand because she told me I would. I am seeking my membership fee back because Shipt has failed to provide the service I pay for numerous times.Business Response
Date: 09/17/2023
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 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 September 17th 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. 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 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:08/10/2023
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 was using Shipt from 2021 consistently for groceries purchases and deliveries without any issues.on 08/07/2023 I found that my account is locked, and called the customer service. I was told that the reason of the "locked" account is unknown, and I was asked to send an email to *********************************** asking to unlock account. Which I did immediately. on 08/10/2023 I received an email, stating that I have to provide my personal information, including (quoted from the email) : " Personal Verification: Photo of the front and back of a drivers license, identification card, or other US issued identification belonging to the Shipt account owner. Address Verification: Photo of a piece of mail or reservation addressed to the Shipt account owner at the delivery address. You can also provide a rental or lease agreement. We cannot accept an electronic payment confirmation, screenshots, or saved images to fulfill this request."All this information is needed for grocery delivery??? This data is enough to open a credit card! All this information request looks like an attempt for an identity theft. We hear every day yet about another company loosing millions of records of customer data. So ******************** has no rights to request and store all this personal identification information. This is illegal.Business Response
Date: 08/27/2023
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 their account reviewed.
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:08/01/2023
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 July 27th I ordered my child a 140 dollar tablet including the 30 extra dollars shipt charged me for taxes etc. I communicated with the driver to knock on my door and hand it to my daughter. My daughter ended up leaving to run some errands because the order was taking SO LONG to arrive. The driver ended up taking my kids tablet elsewhere in the community and didnt leave me a photo or anything as to where he left it ! Shipt is ABSOLUTELY REFUSING to give me my money back! It takes 3-4 days for them to email you back which is RIDICULOUS!!!!!!! How can you guys just keep someones 170$!?!?? That is robbery ! I still have not gotten my refund all because their driver messed up this is absurdBusiness Response
Date: 10/04/2023
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:07/11/2023
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 on 7/8/23 in the amount of $151. My order number is *********. I reached out because I never received my order and upon searching my apartment complex, I found bag of groceries 4 buildings down. They originally gave me credits but when I requested a refund instead they took the credits off and said I need to confirm my identity. I sent all documents confirming my address and identity and received no response. When I contact support they say to contact *********************************** only through email. That was all the money I had for groceries this week. My family is now 3 days without food and I just need my money back.This is extremely frustrating to not respond to someone and leave them hanging with you groceries. All I am getting told is there is no number to call for the payment department. Someone please help.Business Response
Date: 07/18/2023
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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: 07/19/2023
Complaint: 20304778
I am rejecting this response becauseI did end up getting a refund but then they closed my account and said I am unable to use shipt anymore. All I keep getting is automatically responses. I could like some type of credit for having to deal with this for now 3 weeks and my account to be reinstated. I have verified my identity 3 times.
Sincerely,
Trinity *****Business Response
Date: 07/26/2023
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.Customer Answer
Date: 07/27/2023
Complaint: 20304778
I am rejecting this response because:All because I reported issues with my order. I feel like this is retaliation because as soon as I reported to BBB about my order not getting refunded, they closed my account.
Sincerely,
Trinity *****Initial Complaint
Date:07/10/2023
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 sent you a email stating I DID not in fact receive my groceries. I received no communication that anyone had started my list or completed my list! I get a text stating they were delivered there is nothing on my porch!!!I called customer service they stated I needed to email a follow up it has been documented. I have not gotten a reply Or how to get my refund or a credit my order. I spent $386.00 I work to hard for my money to have it stolen!!! I have children I have to feed and Im waiting on a reply from an automated email. When ever they decide to address the situation. And when I call I get the same message that I have to email I keep getting the dam run around about my money or my groceries!!!Business Response
Date: 07/10/2023
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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:06/26/2023
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 joined SHIPT though Target in February of last year. Since that time I have successfully used the service once. The other times the orders says shopping soon for hours, are not shopped during the suggested windows and products that are shopped are not delivered. I've stayed up till store closing waiting to see if my order gets shopped with no communication. I cancelled my auto renew membership but still have access to the benefits through February. However, I do not want access and want a partial refund on my membership as I have spent money on a service that cannot be used and is not delivering on its promises for membership. I did try to contact their customer service for offered me a 10 dollar credit towards a future order. When I said no they told me they would pass along my feedback and disconnected as my membership was now cancelled. Even though it is still active till February. Honestly I feel like I deserve a full refund due to the amount of time I have spent trying to track down an order, waiting up late for orders that never arrived or were not shopped, etc. There was no value in the service and I hate that I paid for anything. A full refund seems fair to me but to be fair to the company I would like a refund for the services not used-i.e. one half of the yearly fee.Business Response
Date: 07/10/2023
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 cancelled their membership, as requested, on July 10th and contacted Target to have their membership fee refunded on the same day. Unfortunately, we do not have access to charges made through Target.com, but Target can be reached at ************** should the customer need to contact them directly regarding their refund.
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: 07/11/2023
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:06/22/2023
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 purchased a Shipt yearly membership , cancelled the membership after countless disappointing orders with a guy named ***** in my area . The customer rep was willing to ***** my request to cancel membership . But never offered a prorated refund . They are taking advantage of peoples money and not telling them they are entitled to a refund . After calling back yet again raising concern they offered me a gift card which isnt how I initially paid for the membership . These people need to be held accountable for ripping people off ..Business Response
Date: 06/25/2023
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 cancelled their membership, as requested, on June 20th, and contacted Target to have their $99 membership fee refunded on the same day. Unfortunately, we do not have access to charges made through Target.com, but we have contacted Target to have the charge of $99.00 investigated and refunded. Target can be reached at ************** should the customer need to contact them directly.
We completely respect the member's 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 on Shipt.com, 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 ***********************************************.
Initial Complaint
Date:06/21/2023
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.
My packages were delivered today by Shipt to my condo building. Tracking number TLM933427351666 The driver attempted no delivery multiple times before they finally came back to the building again to deliver. First, we have 24/7 concierge service so the driver CAN DELIVERY AT ANY POINT ANY TIME OF THE **** if you following the tracking it shows "not deliverable" multiple times which is not true.When the driver finally decided to attempt the delivery; the driver got out and THREW the packages at the lobby door, making no attempt to come inside to deliver to the concierge.The doorman spoke with the delivery driver and told him he cannot throw packages at the door and needs to check them in with the concierge. The driver proceeded to yell at the doorman saying I dont care if someone plays soccer with these packages and if they all break with a cigarette hanging out of his mouth.My doorman said the driver appeared to be under the influence of something.The concierge came out and began to video the driver and there are 4 cameras in our driveway that also captured the incident.The driver also took a photo of the packages in front of the lobby doors (proof that he did not deliver to the concierge as instructed).The driver also sped off into the 4 way stop without caution or stopping per the stop signs and almost caused an accident with other vehicles and pedestrians.My request is that an investigation be opened with this driver as my packages were not handled with literally any sort of care and scared other residents and pedestrians in the area.Please contact me and ensure this is rectified. My concierge also filed a complaint against ships for the same issue. I have two videos that were taken by our concierge due the safety issue of our residents. I cannot attach them to this case please email me so I can send them.Thank you,*******Business Response
Date: 06/25/2023
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.
At Shipt, we want to make the ordering process as seamless and easy as possible. We would also like to express our sincerest apologies for the customer's order experience. Please be assured that we are reviewing this order internally to ensure this is addressed appropriately. Upon reviewing our records, we have been in communication with a property manager regarding this report. While we do not have access to charges made through Target.com, Target can be reached at ************** should the customer need to contact them directly regarding any refund inquiries.
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: 06/26/2023
Complaint: 20212093
I am rejecting this response because: The complaint doesnt explain what "property" manager they re in touch with, this man delivered my package with a cigarette hanging out of his mouth, yelling and fussing at my concierge and doorman. He sped off into oncoming traffic and scared other residents at my building.How do you plan to handle this? I HAVE VIDEO OF THIS INCIDENT AND WOULD LIKE TO SUBMIT IT. Someone from corporate needs to contact me directly so I can share the video footage. I have no idea what "property manager" youre talking about but we're a condo building, we dont have property managers. You need to talk to me.
This response does not resolve any issues thus, its is being rejected until someone chooses to take this seriously. Conversely, I can post the delivery on social media until someone resolves this issue.
Sincerely,
***************************Business Response
Date: 07/10/2023
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to look into this further to see how we can best assist.
We request that the customer reach out to our Experience Team regarding any updates or concerns regarding this matter so they can forward to the appropriate team. 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: 07/16/2023
Complaint: 20212093
I am rejecting this response because: I have already gone through the recommended path and no customer service rep has responded with the ability for me to send the videos, I am getting autogenerated email response and no real customer service.Someone needs to contact me directly before I escalate this to the police and report the issue. I have VIDEOS I cannot send them through BBB.
Sincerely,
***************************Business Response
Date: 07/18/2023
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to look into this further to see how we can best assist.
We request that the customer reach out to our Experience Team regarding any updates or concerns regarding this matter so they can forward to the appropriate team. 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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