Complaints

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

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  Shipt

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

  
• 

  Shipt

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

  
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  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:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The original order date was 11/20/2022. I placed an order for same delivery from Bed Bath and Beyond on order number: BBB6657651417 . I received a communication from Bed Bath Beyond the item was returned at 6:50 pm on 11/20. The item was supposed to be rescheduled for delivery the next day and was never delivered. I called store several days in a row to re-schedule delivery. I reached out directly to Shipt after several days of not receiving my SAME DAY delivery item. Shipt services had let me know the Shipt package said it was directly handed to me which was not the case. My package was never received and I am going to be charged for the order. Shipt did not fulfill their services to bring the product to me as their customer and the fact that nothing is being done to provide a full refund reflects on the integrity of this company. It should absolutely be mandatory that large purchases require PROOF OF DELVIERY and signature from buyer. My item was over $400 and I did not ever receive it. I want a full refund for my purchase and the Shipt driver who said they hand delivered item to have consequences for stealing item. This is completely unacceptable. How this issue was handled by both Shipt and Bed Bath and Beyond is a huge disservice to their customers.

  

  Business Response

  Date: 01/01/2023

  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. 

  While we do not have access to charges made through Bed Bath and Beyond, they 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:12/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered groceries and never received my order I tried contacting customer service they wanted my personal information and are refusing to do anything to help me

  

  Business Response

  Date: 01/01/2023

  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 addition al documentation regarding this claim that we can provide to the BBB directly if needed.
  

  
  

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18656021
  
  I am rejecting this response because:
  They terminated me because I never gotten my items and thats there response absolutely pitiful and disrespectful will never use there service again they stole from me
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 70 year old disabled war vet. My wife can pick up my groceries at the store for me and bring them home but after service room shipped early on being so good but now turning so bad that I don't think I can afford shift any longer. 8 used to be if they had any questions especially about volumes that they called me now there are no calls on my phone I was sitting here the whole time I didn't even go to the door until they got here so they never tried me but they sent me 8 bags of powdered sugar Donuts which at most I need one so over hit me for seven bags and that's enough for me to leave shipped. I want a refund on the seven bags

  

  Business Response

  Date: 12/30/2022

  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 sincerely apologize that this was not the case for this order. Please be assured that we are reviewing this order internally to ensure this is addressed appropriately. The member's rating of a 1 also permanently unpairs them from this shopper so they will never be offered the member's orders in the future, should they continue to place orders for same day delivery.
  
  We have issued a $21.63 refund to their credit card for the 7 extra donut packages on 12/27/22. The member should see that reflected on their bank statement within 5-7 business days of that date.
  
  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:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in reference to the following orders:# ************* # ************* ************ is instructing their drivers to take pictures of their customers, as well as the inside of their homes, without the customers consent, especially with the Shipt feature on the Target app. I treat their drivers well and have had a history of providing extremely generous tips. That said, Shipt cannot violate my basic rights. If Im present to pick up my items, these drivers should not be taking pictures of me or of the inside of my home when I open the door.I tried to talk to Shipt about it. However, they just tell me that they made a note of it. Shipt should be warned of the fact that I am going to *** them if one of their drivers takes another picture of me or of the inside of my home without my consent.(******** is an all party state. I do not consent to recorded phone calls. If Shipt cannot respect this, send an email)

  

  Business Response

  Date: 12/28/2022

  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 sincerely apologize for the frustration this situation caused. While we do ask *******'s to take a photo of the groceries on the porch to confirm drop off, shoppers should try their best to only photograph the groceries. If this happens in the future to please contact Target to assist with having the photo removed.
  
  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 also permanently unpairs them from this shopper so they will never be offered the member's orders in the future, should they continue to place orders for same day delivery.
  
  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:12/26/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pls see enclosed. More can be furnished on request. I apologize if this is duplicated I'm not sure where the original submission went. On Oct 8 I tried shipt for the first time and purchased $408 from Target. The driver never showed up, claimed he did and I was billed for merchandise I never received. I have screenshots of communications from the driver which only included the robotic ones and nothing updating his presence or time to arrival/ delivery. I also have documented communication of shipt claiming they had the driver tried multiple times to contact me and that the delivery was successful. Again, lies. They never let me speak to the driver and ask him about the delivery and what my appearance was. He said they were satisfied that I wasn't allowed a refund and that any other communication from me would be put in an archive... the dumpster. After about 3 months my bank contacted shipt, and awarded me the $408. SHIPT sat on that money for almost 3 months and I had to repurchase over $250 of that merchandise. They owe me at least another $800. I'm in a wheelchair recovering from a back surgery and I depend on these delivery services. I tried to place an order with them yesterday and purchase a membership, as Target is my primary source of merchandise. I've been shopping there for nearly 40 years. I was able to find the sound bar my daughter wanted badly and could have it delivered by Christmas Day. I was able to place the order, along with my purchase of a MEMBERSHIP, only to discover they cancelled the order with no explanation and no notification. I already told my daughter that the order had been placed for tomorrow delivery. I was also given $50 by one of the agents while I was placing my original complaint and they're not allowing me to use that either as they have frozen my account. The agents were instructed to disconnect me from the chat room as well as hang up on me on six different calls. It's the most immature unprofessional ****************** ive

  

  Business Response

  Date: 12/28/2022

  This members account was terminated in accordance with our Terms of Service, which can be found here: https://www.shipt.com/terms-of-service/. 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 addition al documentation regarding this claim that we can provide to the BBB directly if needed.
  

  
  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18638286
  
  I am rejecting this response because:
  Shipt claimed the driver maintained communication with me and that the delivery was executed completely. I have an enclosed screenshot stating that is not true. The first text message was the standard "your shopper has begun shopping" That was it.  No personal communication from the driver whatsoever. Only a customer survey email sent as if the order had been delivered. I even preemptively tipped the driver an extra $20, as there were many bags and I am in a wheelchair. The obvious key to this case would be an answer from the driver, who they would NOT allow me to talk to and said they couldn't get a hold of. One of the Shipt agents I spoke to during this case offered me $50 as a goodwill gesture for the troubles I was experiencing with their company. I have a screenshot of that as well and am unable to access the $50  because they have deleted my account. If Shipt has claimed no wrongdoing then why was I issued a refund from my bank for $408, who contacted shipped with the information I provided to them. I'm also in contact with higher level managers at ****************** about this issue. As I've stated  before, being in a wheelchair requires me to use delivery services. I'm effectively no longer able to shop at Target as I can't have their goods delivered because of Shipt. I've been a Target customer for ********************************************************* the early 1970's. I'm not a con artist and my record supports that. You won't even find a speeding ticket. Target was very concerned about my experience and has been active in gathering information from me about this case and how shipt has treated me, along with their responses and claims which contain documented evidence of lies and unbelievably unprofessional and punitive treatment of me- who's only 'wrong doing' in this matter is purchasing $400 PLUS a membership to their company's services. I've also filed complaints with the better Business Bureau as well as the ******** Attorney general's office. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/26/2022

  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.

  Order #********* Email : ********************** I ordered food from Vons (56.49$) but I receive someone elses order from ***** also I talk to 2 agents about this issue and it took 1 hour 20 minutes but they didnt resolve any kinds of problem. They just made me wait and even one agent said I needed to wait till evening. I think thats really rude and irresponsible behavior. I want to get 20$ credit for this unusual experience + full refund for my wrong order

  

  Business Response

  Date: 12/28/2022

  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:12/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to customer support on 12/23 regarding an order issue of not receiving from the day prior, I tried contacting on 12/22 the day of the missing order to get resolution but received no response through email. I chatted with an agent on 12/23 to receive some resolution for the items I am indebted since they have taken and withdrawn monies amounting to $144.30. My order was #*********, I tried to simply receive a redelivery for the items being that they were CHRISTMAS gifts days before Christmas and no resolution. I was robbed on money by this company.

  

  Business Response

  Date: 12/28/2022

  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 of $154.30 to their credit card on 12/28/22 from their order #*********. The member should see that reflected on their bank statement within the next 5-7 business days.

  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:12/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an Apple watch from Bestbuy as a holiday gift for my son. I had it shipped to my office in ******************. I receive a notification that my item was picked up by shipt and deleivering on a Sunday. The office building again is in ****************** and we are closed. In any case at 6pm I received a notification that it was left at the front door. That is impossible unless the shipt "shopper" just threw under the treein the middle of ******************. Called Shipt immediately and apparently this "shopper" of theirs has disapperared and cancelled their phone etc. The only "shopping" shipt has done was for themselves. I called them and was told like the rest you need to contact Bestbuy. Called Bestbuy and I can't get a replacement with both pointing fingers at each other. You see a pattern? Notice how electronics always seem to disappear with them. I personally boycott and stopped doing any business when I see that shipt is offered. They are just thieves. Now please shipt, reply with your standard cut and paste like you really care and I should contact you..blah blah..

  

  Business Response

  Date: 12/28/2022

  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, they 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:12/19/2022

  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 an online order with Best Buy and used Shipt for next day delivery. (SHIPT25115706220). The shopper pick up the item from Best Buy at 12:55pm on 12/18/2022 and returned the item to store at 5:59 on 12/18. I was not notified why the item was being returned. This is poor customer service and when I spoke to a customer service representative at ********************. He was unable to provide any additional information or help.

  

  Business Response

  Date: 12/28/2022

  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 returned to the store. Best Buy can be reached at ************** should the customer need to contact them.

  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:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shipt is repeatedly unable to provide good service and timely deliveries. They reschedule delivery times repeatedly and make it very difficult to not accept the new time. **************** passes calls around without resolving issues. Supervisors are made unavailable. When you try to cancel membership they attempt to give you a separate number to call which has excessive >1 hr hold times. They do not have an option in the app to turn off auto renewal. They increase prices over 50 percent year to year and do not notify you in advance of auto renewal. I want a refund of annual membership and to not ever have anything to do with their poor service again. I have been on phone with customer service the entire time while writing up this complaint, in excess of 40 minutes and they are still unable to reach a supervisor. Dedicated support team they say is not available. I had very difficult time understanding due to non native English speaking service. As of 45 minute **** on this call we are still waiting for first line customer service to locate an available supervisor.

  

  Business Response

  Date: 12/28/2022

  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 completely agree that this should have been resolved for them much faster than it was. We have cancelled their membership, as requested, on 12/22/22 and the $99.00 Membership Fee was not charged to their credit card with this cancellation.

  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 ***********************************************.