Complaints
This profile includes complaints for Shipt's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 363 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:11/03/2022
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 have been a Shipt member since 2017. In August I tried to edit my debit card to change the expiration date (I had received a new card with the same number but it had a different expiration). There was no way to edit it so I deleted the card and re-added it. I continually received an error message that the card could not be added. I spent FOUR hours one day, two hours the next day and about an hour the third day with Shipt trying to resolve it. I deleted the app, deleted the account, had the agent enter my card number on their end and even called my bank to ensure nothing was wrong with my card. The supervisor could not figure out why it would not work. She suggested we wait a few days and retry but it would not work. When I call back, I have to explain the issues over and over because they cant make notes in my account. They say its my computer, my card or my banks fault. Then they say its a billing department problem. ******* then says its not their problem and NO ONE IS RESOLVING the issue. Today, November 2, I used a different card and received another error! When I called, they were so confused and asked me about insurance!! What!!!????I have depended on this service and was so happy with it. I need it but they are so unorganized that they cant even get me to the right department to correct the issues. I need them to help me and stop stalling and resolve this. I need an IT expert or someone who understands errors and maybe credit card tokens-how it works on the backend.
Business Response
Date: 11/04/2022
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. Due to the sensitive nature of payment information, we have asked a seasoned member of our Management staff to contact this member personally, at the number indicated above, to help resolve the issue.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:10/28/2022
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.
About six months ago, I put my mom's phone number as the contact number for an order since she would be the one at my home receiving the order. I removed her number after a couple of weeks. Since then, my mother receives every text, every notification, every contact, EVERY TIME I ORDER. She gets all of the details regarding my orders, even though the number has been removed from my account. I have called and spent hours on the phone with Shipt corporate, and their response is basically, "Well, it's your mom, I don't see the big deal. We can't seem to fix it." I have explained that this is a privacy violation (not to mention a colossal nuisance for my mom), and I am at the point of contacting the *** or other appropriate authorities, because there is obviously a glitch in their software, and they refuse to fix it. I had an order placed today, and as soon as it is delivered, I will be closing my account. So very disappointing since I have been a customer for YEARS. This is gross negligence of their customers' privacy, and they aren't even a little bit concerned. Each time, I am told how long the wait will be for a senior representative (hours), and promised a call back and resolution to this issue. Guess who never gets a call back or has the issue resolved??? This girl.Business Response
Date: 11/07/2022
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 the member. Please be assured that we have reached out to our Engineering team and removed the alternate phone number listed on the members account. The only number associated with the account is now the number indicated in the complaint above. We are working hard to address the underlying issue and thank the member for bringing this to our attention.
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 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:09/22/2022
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.
Today I noticed a charge on my bank account from Shipt for $*****. I did not authorize this and I want the charge reversed.Business Response
Date: 09/23/2022
As a company, Shipt always seeks to provide an exemplary 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 for any inconvenience or frustration this has caused. At this time, we would encourage the cardholder to initiate a dispute with their bank for the unauthorized charge. We ask cardholders to contact their credit card company in the event of a billing dispute such as this one, so their bank can follow their internal processes to best assist the cardholder. This includes securing the cardholder's information, issuing he or she a new credit card, beginning an investigation, and initiating a formal dispute.
Once a dispute has been initiated, we will temporarily block access to an account until the dispute is resolved. If the cardholder has any questions regarding the dispute, they can reach out to our Payments Team at [email protected]. They are happy to help.
Our Experience Team can always be reached directly at ************, via email at [email protected], 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: 09/23/2022
Complaint: ********
I am rejecting this response because:I’m not filing anymore disputes with my bank. Even if I did, they will not help and sorry I may seem rich to you but I’m not rich. I live paycheck to paycheck and Capital One knows I don’t have a lot of money. But they won’t help because I have gone to them and all they have done is denied the claim. This whole experience has turned me off completely to shopping apps like Shipt. I have had way too many negative experiences. No offense but I hope ultimately your business fails due to poor customer service in these trying times.
Sincerely,
******** ****Business Response
Date: 09/30/2022
As a company, Shipt always seeks to provide an exemplary 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 again for the frustration this has caused. We ask that the cardholder initiate a dispute to ensure the security of their card information. This is also to ensure that the refund makes it back to the proper account. If the cardholder has any questions regarding the dispute, they can reach out to our Payments Team at [email protected]. They are happy to help.
Our Experience Team can always be reached directly at ************, via email at [email protected], 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: 10/03/2022
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:09/19/2022
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.
In August 2022 I ordered from Shipt and I put up under delivery instructions leave groceries on back porch so groceries won’t get stolen, and I told Shipt there was criminal activity in the front. Well Shipt employees lied and said the fence door was stuck for them to get to the back door when that house had no fence door to get stuck , so these employees left the groceries they said in the front and instead of correcting employees they made my account inactive where I cannot buy with them anymore, which was wrong! It was their employees that did wrong!Business Response
Date: 09/23/2022
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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’s account has been deactivated pending a review by our ******** Team. This is due to unusual activity on the member’s account and a higher credit percentage than we typically see. If the member has any questions about their account, they can reach out to our ******** Team at ********@shipt.com. They are happy to help.
Our Experience Team can always be reached directly at ************, via email at [email protected], 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:09/19/2022
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.
I applied to work for Shipt in august of 2020. I had to have them perform a background check and also check my driving record to be considered. Due to an issue on my background I was advised they were not going to move forward with my employment. I had no problem with that and did not contact them after that nor did they contact me, until June of this year, 2022. I received a random email from them telling me that due to an issue with either my background or driving record that they will not be able to move forward with my employment. I did not reapply with them. I replied to the email and asked them to please not run my background or driving record, that I am no longer interested in working for them and that I was not sure why they were contacting me. I also asked them if there was anything I needed to do to get them to not look into my personal information after 2 years. I received an automated response as this was after business hours that I will “receive a response the following week.” To be honest, I completely forgot about it after that. On august 29th I get another email that due to my driving record and background I can’t work there. This time I decided to call. Five phone calls, 48 mins and 2 requests to speak to manager that were denied I was assured that my information had been passed on and I would not have this issue again. Today, September 16th, I received another email that background has been checked and my driving record pulled and I am not able to work there. I have now told several people via email and telephone that I am not interested in working there anymore than they are interested in me working there. I have advised that I only gave permission for my background and driving history be checked one time over two years ago.Business Response
Date: 09/23/2022
As a company, Shipt always seeks to provide an exemplary 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 for any inconvenience or frustration this has caused. In reviewing our records, we see that the service we use is aware of these emails and we acknowledge the complainant received these by mistake. The service who processes our applications is aware of this issue and it is being resolved. If the complaint receives any additional emails, they can contact our Experience Team at the information listed below.
Our Experience Team can always be reached directly at ************, via email at [email protected], 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: 09/23/2022
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:09/09/2022
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.
Hi. This is regarding Order #*********. This order was not received and Shipt won’t refund me. After I reached out to their customer service I was referred to reach out to their payment department. After doing so they requested I send them my ID and address, which is a strange request when the only thing that needs to be done is a reship or refund. They email me back stating : “ After a thorough review, we are unable to issue a refund for your recent order as our records indicate that the shopper did reach out via text and that all items were successfully delivered to the address on file. If you suspect a neighbor might have accepted your order and are unable to contact them, we suggest giving your bank a call to dispute those charges or reach out to your local police department to file a police report.”
This is an unacceptable response. I paid for goods not received and I want to be compensated.
They also stated I have other accounts that’s I’ve done this on which is not true. Shipt needs to be held accountable, I see they did this to another customer a few complaints down. I want a refund or reship of my items. I am an annual user and they treat their customers poorly.Business Response
Date: 09/20/2022
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to look into this further to see how we can best assist.
We issued a refund today for the member’s order charges to satisfy this BBB complaint. This refund will be reflected in their bank account within the next 5-7 business days. We do ask that the member carefully review the guidance sent to them from our Payments team regarding order delivery.
Our Experience Team can always be reached directly at ************, via email at [email protected], 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:09/08/2022
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.
I paid $*** for a order I never received I tried to speak to multiple agents on an online chat no one responded I called spoke to a lady she offered to refund the money but then said there was an error on their part and she told me to email payment Shipt com and when I did so I still have not received any information or my refund back I’m highly upset this is unbelievable My order number is Order #*********Business Response
Date: 09/09/2022
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.
We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. Our Payments Team is in the process of reviewing the member's account. If the cardholder has any questions, they can reach out to our Payments Team at [email protected]. They are happy to help.
Our Experience Team can always be reached directly at ************, via email at [email protected], 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:09/06/2022
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.
This has been nothing but terrible service all around.
On */5. I ordered groceries from **** *****. There were a lot of errors. Shopper charged me twice for one item, and instead of 3 packs of ribs that I ordered, she gave me two. Instead of all broccoli that I ordered, she gave me broccoli and cauliflower florets.
This app does not give me the choice of whether to refund or replace. When I called customer service for a refund, they gave me a credit instead.
I requested a $* refund on the pans which customer service refused to give me.
The customer service is terrible and the representative I last spoke to (I believe her name is Vanessa) gave me attitude when I requested a refund over the phone and acted like she didn’t want to be there. I was nothing but nice to her. She placed me on hold for 10 minutes after the end of the call to avoid me giving her a negative survey.
Most of my concerns are already resolved. When I asked for compensation(and I’m not asking much) for the egregious errors that I have experienced on this order, I was given a “no”
I have already cancelled my subscription after the poor service I have gotten. I only ask for not only the $* refund, but compensation for the terrible customer service.Business Response
Date: 09/09/2022
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 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. To help make this right, we have issued a full order refund to their credit card on */*/22. The member should see that reflected on their bank statement within the next 5-7 business days. We have also sent along receipts for the member’s records.
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 *****@shipt.com. We're happy to help.
Our Experience Team can always be reached directly at ************, via email at [email protected], 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:09/02/2022
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 through Shipt and it had been marked as delivered, however it was not delivered. I reached out and after an hour or so of communicating via chat was instructed to send an email to [email protected] to be refunded. I sent the email and Shipt asked me to verify myself before we could proceed. I submitted the verification information however they have since not responded. I was billed for goods not delivered and am now not being responded to. I'd like to request that shipt refund me.Business Response
Date: 09/09/2022
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to look into this further to see how we can best assist.
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. After the member verified information with our Payments team, a full refund was issued to the member’s card on 9/2/22. The member should see that reflected on their bank statement within next 5-7 business days of that date. A refund receipt has also been sent to the member for their records.
Our Experience Team can always be reached directly at ************, via email at [email protected], 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:08/22/2022
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.
My order number was *************. I ordered through the ****** app. They switched my order delivery time I selected without my knowledge. Then the deliver person did not call or text. I did not receive the diapers for my newborn baby! I contacted customer support and was rudely treated and they claim to just place another order and get another hold on my account and stated I agreed to this. Which I did not agree to not receive a order I needed for my newborn baby! I cannot get up and go I just had a baby I needed these diapers tonight. Shipt customer service reps will disconnect the chat and not help! ****** issued a refund and claims I will get the refund in 5 days but I want my diapers!Business Response
Date: 08/26/2022
As a company, Shipt always seeks to provide an exemplary customer experience. We consider anything less to be unacceptable, and we definitely want to make this right as quickly as possible.
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 customer’s order. We sincerely apologize for the frustration this situation caused. The customer can find more information about order windows and availability outlined on our website here: https://help.shipt.com/ordering.
Unfortunately, we were unable to find any interactions between this customer and our Support team to review. However, we sincerely apologize for any poor service received from either Shipt or ****** Support agents. We certainly understand the importance of a new mother’s time! Please be assured that we are reviewing this order internally to ensure this is addressed appropriately.
We’re happy to hear that the customer will be receiving a refund from Target. While we are unable to facilitate the delivery of diapers without an order being placed, we are happy to provide a credit for an additional delivery. Should the customer like to take advantage of this offer, they can reach out to Tonya Easterling at [email protected]. We're happy to help.
Our Experience Team can always be reached directly at 205-502-2500, via email at [email protected], 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: 08/28/2022
Complaint: ********
I am rejecting this response because:
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.