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:12/16/2022
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.
12-15-2022 Ordered a item from Best Buy. Best Buys select Shipt as a next day delivery option. Driver from Shipt was suppose to deliver the package. I got a text saying it was delivered at my door when I was sitting in the porch waiting all evening for it. Driver never showed. I contacted Shipt and they tried to call the driver but no answer. Suspect the driver had stolen the item as it was expensive electronics from Best Buy. I asked what can be done about this and they just said to contact Best Buy for a refund. Asked about the driver and the possibility that it was stolen and was told that could just put a report in. I feel that Shipt should be responsible to get me a replacement since their employee is the reason why I dont have my item. And anyone that steals packages should be fired and police report filed. Didnt feel like Shipt cared to help me just tried to push the issues off on me and Best Buy and wash their hands of the problem. I would like to be contacted by them and I would like the drivers name and information so I can file a police report.
Business Response
Date: 12/18/2022
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 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 https://www.shipt.com/contact/.
Initial Complaint
Date:12/13/2022
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 do not use Shipt and I was charged $99.00 for an annual membership. I tried them a couple of times in 2020. This amount was deducted from my bank account on 12/12/2022Business Response
Date: 12/15/2022
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 canceled their membership, as requested, on 12/12/22 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 https://www.shipt.com/contact/.
Initial Complaint
Date:12/09/2022
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.
Hey I ordered 2 iPad Pro from Best Buy in October and never received them so I contacted them tryin to get my refund back but they say I cant because Im the information its says it been shipping I never got aint thing I just want my money for something I never gotBusiness Response
Date: 12/12/2022
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.
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 https://www.shipt.com/contact/.
Customer Answer
Date: 12/15/2022
Complaint: 18551355
I am rejecting this response because:
This is something I already did Best Buy said they tried to process the refund and Shipt didnt accept it so now they cant process my refund so Best Buy told me to file a complaint and thats how someone can help me with my refund
Sincerely,
***********************Initial Complaint
Date:12/08/2022
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 November 25, 2022 I placed an order with Shipt. The order number was *********. I did not receive the correct order and there was no communication from the shopper. I spoke with Shipt and was told I would receive a credit for $157.86. I never received the refund and contacted Shipt. They told me to contact the bank in which I did after the waiting period of 10 days. My bank told me to file a dispute against Shipt to get a refund as they never received the refund. I followed the process from Shipt and my Bank. Now Shipt has locked my account because I filed a dispute. After several calls and emails still no resolution.Business Response
Date: 12/12/2022
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 for the frustration this situation caused.
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.We have issued a refund on December 10th for the $46.22 remaining from the full refund of $159.22 charge associated with order #********* to satisfy this BBB complaint. They should see that reflected on their bank statement within the next 5-7 business days from 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 https://www.shipt.com/contact/.
Initial Complaint
Date:12/06/2022
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 a dyson heater fan from Best Buy for $846. They contracted Shipt to get it to me on the same day. Shipt pushed the same day delivery to the next day (forgivable), however the next morning I got notification that the package had been delivered but there was no package at my house or any of my neighbors. I called Shipt and after investigating they said the driver claimed that after he picked up the item he had car troubles so he returned the item to the store. But I was notified that it was delivered to me via text from Shipt. I asked the customer service at **********************, if I hadn't called would I have been informed of this in anyway and she essentially said no. So I paid nearly $900 for a fan that the delivery driver "returned" to the store after suddenly having "car troubles" after picking it up. Their business model enables their drivers to steal products such as my Dyson fan that have already been paid for by the customer, WITH NO RECOURSE.Business Response
Date: 12/12/2022
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 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 https://www.shipt.com/contact/.
Initial Complaint
Date:12/06/2022
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 a order on s*** this is probably a second order I've had with them... I did not receive the goods I ordered from ******'s have to order was missing in half the order was spoiled or damaged items it's been going on a week now and I have got no response from the payments team this is the only money I had in my account to order food for me and my daughter now I am steady waiting and borrowing money to get by this is ridiculousness... Then even the associate said the management team doesn't even want to put a time frame on the response because they don't know when they're respond this is really poor business stay far away from shipt... The drivers are not communicating and they are thieves and. Shipt takes right up for them trying to hold on to people's money knowing that kind of me that we live in. ShamefulBusiness Response
Date: 12/12/2022
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 refund this account.
Please note there is additional documentation regarding this claim that we can provide to the BBB directly if needed.Customer Answer
Date: 12/12/2022
Complaint: 18531134
I am rejecting this response because: I love in household with several members who use shipt. So the decision to terminate my account based on others in my household is ridiculous and I've already started disputing with my bank you all are sick people
Sincerely,
*************************Initial Complaint
Date:12/06/2022
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.
On December 2nd I purchased what was supposed to be a $72 cart of items, $101 in value before coupons and offers. Due to many products being out of stock I was charged $80 (one of my discounts being an offer for free delivery that was nullified because an item out of stock kept me from reaching the spending limit). The shopper for Shipt did not reach out at all regarding the items and when I contacted support I was told because "no substitutions" was selected in my account - because I do not want random off brand products purchased on my behalf - I was not eligible for any type of refund and was given free shipping off my next delivery instead, which is useless to me, because I am never using this service again. This is a clear issue on Shipt's part, as it is not stated anywhere (at least through ******, who they partnered with to deliver my order) that asking for no substitutions means zero contact from the driver is acceptable!! I feel cheated out of my money and taken advantage of by this company. I want the sum of the unavailable items $25.80 and delivery fee of $6.95 refunded.Business Response
Date: 12/12/2022
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 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.
While we do not have access to charges made through ******.com, we have contacted ****** to have the member's order charge of $25.80 and $6.95 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 https://www.shipt.com/contact/.
Customer Answer
Date: 12/12/2022
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:12/06/2022
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 a shipt order that wasn't delivered. Despite me contacting them several times, no one could resolve my issue. They asked to contact *********************************** who were no help either. My order number is #*********. I want a full refundBusiness Response
Date: 12/12/2022
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.
At Shipt, we want to make the ordering process as seamless and easy as possible. We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We have issued a ************ for the $19.63 charge associated with order #********* to satisfy this BBB complaint.
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 https://www.shipt.com/contact/.
Customer Answer
Date: 08/29/2023
Complaint: 18522278
I am rejecting this response because:As an Uber One member, my order (#OrderNumber) was wrong, and despite clear evidence, they refused a refund. This is unacceptable and breaches my trust as a loyal customer.
Sincerely,
***************************Business Response
Date: 09/04/2023
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
At Shipt, we want to make the ordering process as seamless and easy as possible. 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 $19.63 charge associated with order #********* to satisfy this BBB complaint.
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:12/05/2022
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 with Shipt, the money was taken out of my account but never fulfilled on their end. Upon calling I was left on hold for over 30 min to be told that the order never came through because it showed a wrong zip code. And that I should remove the card and replace the order. I told them to credit my amount for that amount so I could receive my order they said that is too high and Id have to wait and could resubmit my order. They should have a safeguard in their system that does not allow customers money to be taken if the order does not go thorough.Business Response
Date: 12/12/2022
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. However, at times the unexpected need arises where we have to cancel a member's order. We sincerely apologize for the frustration this situation caused.
We would also like to express our sincerest apologies for the member's experience. Please be assured that we are reviewing this to ensure this is addressed appropriately. We have reviewed the order from November 29th, and issued the $207.79 was refunded to their credit card on the same day the order was cancelled. The member should see that reflected on their bank statement within the next 5-7 business days from 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 https://www.shipt.com/contact/.
Initial Complaint
Date:12/05/2022
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 Target.com on 12/2/22 @ 11:16am for same day delivery and my order was to be delivered between 1:00 - 2:00 pm, but it wasn't. I checked my email and saw that I had received am email from Shipt stating they cancelled my oder because the items were out of stock, but in the body of the letter it said it was due to technical issues. So, I contacted Target and I was told that the issue was with the driver's phone, they were having trouble scanning the order. I was also told that the diapers were in fact in stock at the time of my order. i called Shipt and I spoke with several representatives and one even hung up the phone in my face. I called back after that and asked to speak with a manager/supervisor. I was kept on hold for over an hour and finally I was connected to ***, who did ABSOLUTELY nothing to assist me except for to tell me that he would check the transcript from the call where ******************* up in my face and he would report the driver that didn't deliver my order. Foolishly, I placed a second order (#*************) for the exact same items and they were to be delivered between 6:00-7:00pm, but nothing. I tried to contact Target at 1:25am on 12/3/22, but they were closed so I called Shipt. I spoke with ***** @ 1:34am and explained why I was calling andall I got from her was a bunch of rambling. I told her that I wanted to speak with a manager/supervisor and she told me there were none available. I asked her how was that possible when all the do is email them or call them to let them know that a customer wants to speak with them. She put me on hold and came back after about 20 minutes and offered to unpin the driver that didn't complete my order and make sure they would not be assigned again, as well as, to give me a $25.00 credit on my account. I told her that was fine, but I still wanted to speak with a manager/supervisor. After being put back on hold for another ***** minutes, i was connected to someone named *****. I explained to him why I was calling and he gave me a big spill about nothing. He said the order was set to be delivered at 10:00 on 12/3/22, but I told him that was unacceptable. After going back and forward with him for about 15 minutes, I asked what they intended to do to rectify this situation. He told me that I was offered a $25.00 credit and I told him that it wouldn't benefit me unless I used same day delivery again with them. He then asked what I wanted to do and I said in terms of what? He said they could redeliver the order or they could cancel and give me a full refund. I told him that I didn't want to take another chance on them not delivering the order a third time. So, I told him to cancel the order and then he told me that since I canceled the order, the $25.00 credit was no longer on the table. He told me that Target would issue me a full refund and I told him they would be giving me back the money that I paid and I would not be receiving anything as compensation for them messing up two of my orders on the same day. This company has terrible customer service because all they do is give excuses as to why your orders wasn't delivered or they try and deflect the blame from themselves.Business Response
Date: 12/12/2022
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. However, at times the unexpected need arises where we have to cancel a member's order if all items in an order are not found. We sincerely apologize for the frustration this situation caused. While we do not have access to charges made through Target.com, we have contacted Target to have the member's order charge of $73.16 for the cancelled order, refunded. Target can be reached at ************** should the customer need to contact them directly.
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 credits usable through Target.com, we would like to do something more to try to make this up to them. We would like to extend as a $40 credit towards their next Shipt order placed on Shipt.com. 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 https://www.shipt.com/contact/.
Customer Answer
Date: 12/12/2022
Complaint: 18517875
I am rejecting this response because: I don't shop at Shipt.com, but if the credit will be available to use at other companies that use Shipt, then I will accept the offer.
Sincerely,
***********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.