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

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

• 

  Shipt

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

  

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:04/22/2025

  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.

  I used Shipt on Easter Sunday, 4/20/2025. The Shopper brought several wrong items of which I did not authorize the substituted items. The Shopper took it upon him/her/their self to make the substitutions and they were much highher in price than my originally requested item. I complained via the app on 4/20. A Shipt *** emailed me on 4/21 askiing for more details. I called on 4/21 to further discuss and I was asked to send photos of the the mistaken items. I sent the pics via email on 4/21 itemizing what I ordered versus what the Shopper brought. Examples include: the Shopper brought wrong size and brand of rice. I ordered jasmine rice that cost $5.99. The shopper brought me a bag of jasmine rice that cost $19.59. The Shopper did not call/text to ask if I wanted this item. That's an almost $14 difference. Another item was the rotisserie chicken. Shopper brought the wrong flavor (mango habenero); I I ordered the Asian Grill Rubbed salmon for $15.69 and the . Shopper substituted with Hot Smoked Salmon for $28.09. Again, I was not asked if I wanted to substitute and it's quite a difference in price. I ordered Veggie Black Bean Burger; shopper brought Beyond Burger, again quite a price difference. I ordered sesame topped buns; shopper brought burgers without sesame seeds and again, without authorization to substitute. Within minutes I received the below respohse from a *** essentially stating that I was being refunded $9.58. This credit will be available for 30 days, and will automatically deduct from your next order. You will see this reflected as Shipt Credit at checkout. Item: Ocean Mist Farms Brussels Sprout, Cheerios 10.8oz. In regards the other ***orted items, I can see that our shopper got you all the items as requested. How did the *** "see" that the Shopper got me all the items that I requested when I clearly itemized the glaring errors. Shipt is running a scam with irresponsible shoppers and poor customer service ***s. *** easily owed $40!

  

  Business Response

  Date: 04/22/2025

  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 $69.16 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 **************************. This information can be found on our website at ***********************************************.
  
  

  Customer Answer

  Date: 04/23/2025

   
  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,
  
  ***** ****

   

  I would like to add my sincere appreciation for your assistance with getting this resolved. I am very pleased that Shipt has issued a refund of $69. It is pending on my Discover card, which is so much better than their normal action of giving a Shipt credit to be used in a future order. There will be no more Shipt orders from me! The ineptitude of both the Shopper and the **************** *** will not allow me to use their service again. Thank you again for your great work! Regards, ***** Hall 

• Initial Complaint

  Date:04/15/2025

  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.

  Delivery Order: April 14, 2025, 8:37 pm $45.18 12 items Canceled: April 14, 2025, 10:06 pm Ordered through *******************, ** location. I was promised my order would be delivered that evening between *****pm. I received notification through the app that my order was rescheduled to the next day. I needed my order that night. I called to complain, I specifically told the *** NOT to cancel my order. The *** put me on hold to escalate the call. i was on hold altogether for 10 minutes and was then disconnected. I called back. The *** did not know what she was doing. I hope the recording gets pulled. There was nothing they could do for me. My money is held up now for 2 days! I cannot get what I need tonight for 2 days! Twenty minutes later and all they offered was a $10 credit if I order through them. I will not order through them. This is my first and last time. I would like an immediate store credit of $45 because I cannot access my money and now have nothing for 2 days.

  

  Business Response

  Date: 04/17/2025

  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 reschedule a member's order. We sincerely apologize for the frustration this situation caused. The member can find more information about order windows and availability outlined on our website here: ************************************************.
  
  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. 
  
  Unfortunately this order was placed on ********** and as a third party to this retailer, we have no access to their systems nor their ****** account, so there is no way for Shipt to be able to add any credits that will work on ******'s website. We have added a $10 credit to the member's Shipt account that will automatically apply on **************************, however if the member would like credits from ******, they will need to contact ****** directly at ****************. 
  
  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at **************************. This information can be found on our website at ***********************************************.
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  On Tuesday 4/8 I placed an order from Target through Shipt. Included in the order were Skecher sneakers. I am about to have knee replacement surgery and I need slip on sneakers for recovery. On Sunday 4/13, the same sneakers went on sale in ****** for $10 less. I called Shipt customer service and eventually got transferred to ******, a supervisor. Originally I asked for an adjustment on my purchase. I was told no. I then tried on the sneakers, which are too big and not going to work for me. I then asked ****** to facilitate a return/refund. He told me no, they dont offer refunds. I then emailed the company, with the issue and their response (3 separate times) was that my issue was resolved. IT WAS NOT, nor was it communicated to me what the resolution was. Today, 4/14 I initiated an online chat with ******. In the end she told me that for a variety of reasons I am not eligible for a refund. Never once telling me what those reasons were, in spite of me asking repeatedly. The only explanation was: I ordered this size and received what I ordered. Ok, well the sizing is off and they dont fit me. I should note that it does not say anywhere in the written policies, that adjustments or refunds are not ************ stuck with $40 sneakers that I cant use, Im elderly and on a fixed income and about to have major surgery. I cant believe that in 2025, there are companies that do not offer refunds? Shipt is not a ************************ Thank you for your attention to this matter

  

  Business Response

  Date: 04/17/2025

  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 credit today for the $41.89 charge associated with order #********* to satisfy this BBB complaint. The member should see the credit automatically apply at checkout on the Shipt app the next time an order is placed. 
  
  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 ***********************************************.
  
  

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
   I accept their response.  Too bad they couldnt do the right thing from the beginning and avoid having to take it this far.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/14/2025

  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.

  Reusing to use my gift card I spent money on n refusing to return the money

  

  Business Response

  Date: 04/17/2025

  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 account reactivation. Due to the nature of the request, the member will need to continue to speak with this department to have the account reactivation processed. 
  
  As for the member's request, we do see the order (*********) placed on March 29th that was cancelled, however this order was never shopped or processed, so no charges were incurred and the hold on the card for $25.81 was released within 24 hours. At this time, there are no other charges on the account. If there are further questions, the member can email *************************************************************. 
  
  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at **************************. This information can be found on our website at ***********************************************.
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  On March 27th, 2025, I placed a target order for same day delivery. ****** used this company to deliver my order locally. The driver confused my home for another and delivered my order to the wrong address. Both target and shipt are claiming they cannot refund me and are putting the blame and responsibility on one another. I am asking for help for a resolution as this was a HUGE order. Please help me.

  

  Business Response

  Date: 03/31/2025

  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 ********** nor do we have any access to their systems or decisions, we have contacted ****** to have the member's order charge of $385.24 investigated and refunded as this order was placed on ******'s direct website and not Shipt. 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 **************************. This information can be found on our website at ***********************************************.
  
  

• Initial Complaint

  Date:03/18/2025

  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.

  My order was missing and sent to the wrong address, and instead of refunding the full order I only got half refunded and they told me to contact target as if target can do anything for a missing order?? I want the rest of my order refunded, or I will be filing a dispute, first and last time Ill use shipt

  

  Business Response

  Date: 03/20/2025

  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 **********, we have contacted ****** to have the member's order charge of $68.41 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 **************************. This information can be found on our website at ***********************************************.
  
  

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23080393
  
  I am rejecting this response because: I have not received any refund 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/24/2025

  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 ********** nor can we see if they have initiated the refund. We have contacted ****** to have the member's order charge of $68.41 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 **************************. This information can be found on our website at ***********************************************.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23080393
  
  I am rejecting this response because:
  Thats cool and all but I still have not received any message from anyone or any refund, target and Shipt are very unprofessional. I keep getting wrong orders or botched orders, orders that reek of cigarettes as well. I ordered again (order:902002456923731) recently and my order was expired and botched and I received no refund, at this point I will just stop buying from Shipt and target and go to instacart
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/26/2025

  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 **********, we have contacted ****** to have the member's order charge of $68.41 investigated and refunded. Target can be reached at ************** should the customer need to contact them directly. It may help to share your experience with Target directly as we are a 3rd party from them and have no access to their systems.
  
  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at **************************. This information can be found on our website at ***********************************************.
  
  

• Initial Complaint

  Date:03/17/2025

  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.

  I am a retired dessert storm *** and require reasonable accommodation sometimes. Yesterday I made an account with ********************** as the girl I had hired to do grocery store pick up for me has not been available for 3 weeks now and we are out of just about everything. When I made the first order from 9 am to ******************************************************************************************* there company kinda didn't make it when we actually wanted do i could tell by the lack of communication that I would have to cancel and start over do that's what I told him to do. So i made the same order again at 10 am scheduled for noon to 1pm delivery but then got an email at 10:30 am saying it was canceled to then email the *********************************** which I did and of course this was annoying because primarily they deactivated my account like I'm some kind of criminal and then they use the excuse of unusual activity which the fairly common bogus excuse that they companies use with there plentiful outsourced customer service employees that lack customer problem solving skills and some are just incompetent but not all. This really ticked me off a little extra because I have not had a groceries in 5 weeks and I counted on this company for it.

  

  Business Response

  Date: 03/20/2025

  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 their account reactivation. Due to the nature of the request, the member will need to continue to speak with this department to have their account reactivation processed. 
  
  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at **************************. This information can be found on our website at ***********************************************.
  
  

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23069566
  
  I am rejecting this response because:this reply is nothing but apologies and bs and there not addressing the issues. You did not see any unusual activity because the account I new. And I won't give your company and 2 pc photos that they requested to review by a third party that comprises personal identity thar can wind up with online criminals I'm terrorist country's. So if I can't get someone that can actually reactivate it and get a hold of me by email to set up a phone appointment call them except the *** and other department agency's to start putting a spot light on your company CEO Mr *********** as I'm sure he isn't aware of how many incompetent employees he has I'm certain depts. I'm the one if I don't get co operation will be forced to start cleaning your house with large fines for tge AGs I'm each state and them you will have to answer to them with a large fine compliments of my realisent effort to prove my point. The rebuttal i get after this will dictate the next move by me and I can tell you I have actually started the process It's just a matter of sending the information out to these agents only a click away for you to want the war or address my issue immediately and amicably. It's up too you after I see more bs them It's up to me to destroy your reputation get you a fine and have potential customers go elsewhere for the same. Thank you
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 03/24/2025

  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. Please be assured that we are reviewing this order internally to ensure this is addressed appropriately. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for their account reactivation. Due to the nature of the request, the member will need to continue to speak with this department to have their account reactivation processed. 
  
  Our Experience Team can always be reached directly at ************, via email at ************************************************************, and via live chat on our homepage at **************************. This information can be found on our website at ***********************************************.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23069566
  
  I am rejecting this response because: your response is just a repeat and I'm not on contact t with your payment so yiur a liar. I already explained to you no ID will be sent to your third party to review from your outsourced hired  employees from terrorist countries and if you don't call me at 9 am cst M thur F to resolve my focus will be to destroy your companies reputation which I  am an expert at doing and making sure any potential  new customers go elsewhere. You will also notate that your CEO Mr *********** will see exactly what I'm talking about and also take a second look at your copy paste reply perhaps you be shown out of the company during this project that I will take on. And you will be getting the spot light when more complaints start coming in from government agencies them they will have a higher level of management have to do the paper work rather than a entry level level incompetent person like yourself answer like this.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:03/14/2025

  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 did a same day delivery order with Target which is 3 minutes from my apartment. I have done this many times as I have a shipt membership that is partnered with ******. I got an alert that the driver was shopping which seemed to take longer than usual but not big deal. Then I got an alert that the driver was on his way and would be arriving in 3 minutes. This was all the normal process. Then I got an alert he was 13 minutes away and headed to another city, then 7, then 15 so I messaged the driver, he stated shipt sent him to deliver all of his other orders. I then contacted Shipt via form and then via chat. The chat kept stating that the driver shopped and if the items are damaged I can return, I explained that I am more concerned that my order is in another city and the driver was not anywhere near here. I kept getting the response that my order was shopped, frustrated I explained the items were time sensitive and with customer service like this Id not be ordering again and asked how to cancel my membership not the order. The chat then closed and I got a text my order was cancelled. I then called shipt and was told they didnt know why my order was cancelled at this point I am upset and wasted my lunch break. Then I was told I cancelled the order and then that target did. I chat target cause it was not cancelled on their end, target called shipt and was told the driver put in the wrong address was lost and thats why they cancelled the order and that I did not cancel it. Target apologized for Shipt and said Id get a refund in 5-7 days. I then get a form response from shipt and after explaining what happened multiple times, I am told I cancelled the order and let them know if I need further assistance, almost like they were taunting me. Very unprofessional! Shipt is rude and treats their customers like complete c*** Took zero accountability for their s**** up and gave about 5 different excuses including blaming me.

  

  Business Response

  Date: 03/20/2025

  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 reschedule a member's order or cancel an order due to strenuous circumstances. We sincerely apologize for the frustration this situation caused. The member can find more information about order windows and availability outlined on our website here: ************************************************.
  
  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 **********, we have contacted ****** to have the member's order charge of $70.22 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 **************************. This information can be found on our website at ***********************************************.
  

  
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23064945
  
  I am rejecting this response because:this is not about my order being canceled for one of the six different excuses I was given. This is about me reaching out to find out why my order was so late and in another city and the very rude *** cancelled my order and ended the chat instead of dealing with the issue and then every other person I talked to after from Shipt was clueless as to why my order was cancelled, the email chat even tried to say I did it, the phone call said the driver did it. The whole experience was terrible customer service and ********************** continues to take zero accountability for their actions. I have already reached out to target and let them know that due to them partnering with such a terrible company like Shipt that do not put the customers first, I cancelled my target circle membership for same day delivery. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/22/2025

  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. 

  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at **************************. This information can be found on our website at ***********************************************.
  

  
  

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service 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.

  A customer of ********************** used my phone number without my permission. I started to receive text messages from Shipt shoppers in January of 2025. I contacted the company about the misuse of the phone number and provided them with the evidence of such misuse. Shipt knew the customer's identity and assured me they had removed my number from their system. However, I still receive text messages despite complaining about this customer multiple times. It appears that ********************** knowingly allowed their customer to use someone else's phone number. The inaction on their part and disregard for other people's privacy is very concerning.

  

  Business Response

  Date: 03/10/2025

  As a company, Shipt always seeks to provide an exemplary experience. We consider anything less to be unacceptable, and we have taken steps to make this right.
  
  We have worked internally to investigate what has caused this issue, including reaching out to this individual to alert them of the investigation and steps we were taking once they informed us that the issue was continuing.
  
  As of 03/07/25 this incident is resolved, and this individual will no longer receive SMS status updates from Shipt. We request the individual reach out to us via the email thread we have with them if they need further assistance or additional information they would like to add.
  
  We appreciate this individual for alerting us of this issue so that we could take action and address their concern.
  Thank you.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23029134

  First, thank BBB for your help!
  I am cautiously and conditionally rejecting this response because Shipt's Trust & Safety Team made a similar promise/conclusion on Jan 23, 2025. The issue seemed resolved for a month but resurfaced again one month later. I am requesting a 30-day extension to settle the issue. 

   

  Thank you for your consideration.
  
  ***** ******

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
   Thank you.  I confirm that I accept Shipt's response as of today. I will reach out if I receive unwanted text messages.
  
  
  
  ***** ******

• Initial Complaint

  Date:02/21/2025

  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.

  Shippt employee shopping for me at ******* on ***********. Cost was to be under $50.00. Received purchase. Checked my bank account and discovered Shippt employee had added ****** purchase on the bill. He had purchased a game system under my account. Total bill was $420.00. ****** representative contacted ****** and informed me I would receive my money and taxes back in 3 to five days in my bank account. The case number is C51680381.

  

  Business Response

  Date: 02/23/2025

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
  
  We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We see the order was placed on ********** directly. While we do not have access to charges made through **********, we have contacted ****** to have the member's order charge of $412.55 investigated and refunded. ****** can be reached at **************** should the customer need to contact them directly.
  
  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 ***********************************************.