Complaints
This profile includes complaints for Shipt's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 362 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:02/18/2025
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.
The people that deliver to my apartment complex continuously leave my packages outside the building instead of inside the secure package room because they continuously come when the office is closed (after 6pm or on Sundays). I have seen not just my packages, but other peoples packages as well, in random places where anyone could take them. I would like for changes to be made to eliminate this issue in the future. ****, ****** and *** have no problems delivering packages in the package room where they are supposed to be, so I dont think this is a crazy ask.
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. Unfortunately, we were not able to find a Shipt account associated with the name, phone number, email, or physical address shared with us here by the member. We kindly request that the member please provide the information they used to sign up for their delivery.
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 ***********************************************.Initial Complaint
Date:02/10/2025
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 grocery order 2/9/25 that was all but one food item. The order was paid for with an EBT card and all but $2.78 of the order was food eligible. The shopper told me they had difficulty processing my order and she would need to contact customer service. A few minutes later she said it was fixed and delivered it. Later that night I received an email from my bank with overdraft fees for food items being charged to my second card. Shipt emailed me and said my account was on hold and I needed to call them to finish the charges. When I contact Shipt and was on hold before even speaking to someone, they tried my card again causing a second overdraft fee. I spent going on three hours on the phone when they attempted to charge me again, resulting in a third over draft. My account is now -$67, ********************** still says I owe them over $15 for a $2.78 non food items. I have spoken to multiple people, each time being given a different answer about not appropriately charging it or adjusting it or even the items werent food eligible. I spoke with someone last night who repeatedly told me he was escalating the situation to a department that doesnt open until 6am. 6am came and left and finally I contacted Shipt again at 9am. The next people I spoke to said there was no such department and they couldnt do anything for me. I was openly lied to, my card was fraudulently charged and now my nine year old cant purchase her lunch for school because of Shipts fraudulent and misleading practices. The last supervisor I spoke with repeatedly laughed when I spoke, told me that she wasnt laughing at me she was just laughing, refused to spell her name (***** *****?) or provide any supervisor information. How this company treats customers is degrading and truly unacceptable.Business Response
Date: 02/14/2025
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.
Upon review of this complaint and additional documentation, we determined that the order was delivered to the customer. Once an order has been delivered, we transfer responsibility for the items to the customer. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for a refund, and the customer has received communication from ********************** regarding their report and request. The decision to provide a refund is solely within the discretion of Shipt per our Terms of Service, and based on a comprehensive review no refund will be granted for this order by Shipt.
It is Shipt's firm belief that we as a company have responded appropriately considering all sides, investigation, and review of available documentation regarding this dispute. We stand by our decision and are unable to refund this customer as requested.Initial Complaint
Date:02/03/2025
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 a Shipt account and did use my Mother's credit/debit bank card on past orders. My bank card was blocked due to needing a refund from ****** ****************** So, Shipt informed me that they used my Mother's card because my card was declined. We need to have Shiipt refund the money to my Mom's account. The ********************** employee in Chat said that Shipt can't refund the money because the orders were received and completed. Please file this complaint and help us retrieve the money.Business Response
Date: 02/04/2025
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. Unfortunately, we were not able to find a Shipt account associated with the name, phone number, email, or physical address shared with us here by the member. We kindly request that the member please provide the information they used to sign up for their delivery, and we will quickly cancel and refund any membership they may have with us.
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 ***********************************************.Initial Complaint
Date:01/30/2025
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.
First, the products I bought as it was promised becausewere delivered after the primised delivery time. Second the *** said I could return one of the items by taking it back to ******. I was charged twice the price offered by ****** which was where the items were picked up for delivery. Now, I need to return 1 item of the 2 bought and your *** says I cant return it even though ****** accepts returns.Business Response
Date: 02/01/2025
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.
Upon review of this complaint and additional documentation, we determined that the order was delivered to the customer. Once an order has been delivered, we transfer responsibility for the items to the customer. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for a refund, and the customer has received communication from ********************** regarding their report and request. The decision to provide a refund is solely within the discretion of Shipt per our Terms of Service, and based on a comprehensive review no refund will be granted for this order by Shipt.
Alternatively, the customer can also file a dispute with their bank if they prefer. If the bank has any questions regarding a charge or how to initiate a dispute, they can reach out to our Payments Team at ************************************ They are happy to help.
It is Shipt's firm belief that we as a company have responded appropriately considering all sides, investigation, and review of available documentation regarding this dispute. We stand by our decision and are unable to refund this customer as requested.Initial Complaint
Date:01/23/2025
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 that was shipped via Shipt, but the package was not delivered to me. The tracking information claims it was delivered late at night, which is impossible as my apartment building is completely closed during that time. Ive confirmed with my apartments reception desk that they also did not receive the package. After contacting Shipt, they admitted that the package was mishandled and not delivered properly. However, instead of taking responsibility, Shipt has pushed the issue back to Best Buy, refusing to resolve the problem directly. As the shipping provider, Shipt is responsible for ensuring the package is delivered correctly, and their unwillingness to address this issue is unacceptable. I request that Shipt take responsibility for the lost package and work toward resolving this matter immediately.Customer Answer
Date: 01/23/2025
My full name is Lufan He. My first name is Lufan, Last name is He. Please tell me if there is anything else I need to addBusiness Response
Date: 02/01/2025
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 Best Buy, we have contacted Best Buy to have the customer's order investigated and refunded. Best Buy 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:01/21/2025
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 ****** pros 2bfrom target via shifpt. I watched the shipt driver approach. The drooped a bag on my door as I reached out to grab the bag and the driver ran away very fast. I lifted up the bag and it was completely empty. I yelled out to the driver, but they ran to the car and drove away. I filed a complaint with shipt thru target and they never contacted me for pictures, etc. resolution was that theres a picture of the bag on my door(blurry as they ran away) and they could do nothing. Shipt never asked for any of my pictures or my side. They never researched anything. The driver clearly knew they were delivering an empty bag. The air pod box was an old box with nothing in it. How could you not it was empty. ****** indicated this has happened before.Business Response
Date: 02/01/2025
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 $288.10 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: 02/03/2025
Complaint: 22829859
I am rejecting this response because:
****** has not heard from business. Has indicated it is shipt issue. They are not doing anything as they have not heard from shipt who has the driver that took my AirPods.
Sincerely,
******* ******Business Response
Date: 02/03/2025
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and would like to express our sincerest apologies for the issues that took place for this order.
Our records show that all relevant information in Shipt's system was provided to ********************* when they last contacted us about this matter on January 16, 2025. Shipt does not have access to ****** Member billing information and cannot initiate a refund for the order. All future requests of this nature will need to be directed to Target. Shipt is most willing to continue in assisting with any questions Target has regarding this situation.
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: 02/04/2025
Complaint: 22829859
I am rejecting this response because: I have contacted Target...Can you send me a case number or some way to understand...I have not seen a credit fromTarget. This is disappointing as I reached out to you at Shipt first....I asked to send details, pictures, etc....I was told I would be contacted and was never followed up on...I called target and provided them with information and only when I asked BBB to get involved do I see any response....Shipt could have easily just investigated...I am willing to drop when I see the credit.
Sincerely,
******* ******Initial Complaint
Date:01/21/2025
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.
Canceling orders for no reason and having no accountability at all. This has happened multiple times in the last 6 months. Shipt is a useless middleman who is either skimming by canceling orders that arent profitable enough to them, or they are simply too incompetent to handle their business demands. This is obvious.Business Response
Date: 02/01/2025
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 Best Buy, we have contacted Best Buy to have the customer's order investigated and refunded. Best Buy 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:01/10/2025
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.
Shipt use illegal link card activity via target purchase food item some one deliver my address as fraud activity 2nd time All these deliver option in target by shipt I reported *********** police department and delivery order footage recorded as court purpose I reported this illegal to use some one link card purchase in target store and deliver the same address I cant order We file a case against target and shipt both to reported link card complain file I need brief description about this transaction and close in my future as my addresssBusiness Response
Date: 01/14/2025
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. Unfortunately, we were not able to find a Shipt account associated with the name, phone number, email, or physical address shared with us here by the member. We kindly request that the member please provide the information they used to sign up for their delivery, and we will quickly cancel and refund any membership they may have with us.
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 ***********************************************.
Initial Complaint
Date:01/06/2025
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.
Shipt has violated accessibility guidelines by removing chat features from their website and forcing mobile. I don't have or use mobile and cannot communicate with shoppers. When reporting this to their email support they keep replying with template answers that tell you to chat with them from the website - YOU CAN'T, THEY REMOVED IT.Business Response
Date: 01/10/2025
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to assist here.
We would like to express our sincerest apologies to this member for any frustration they have experienced.
Live chat is still available on the ************************** webpage, and does not require a mobile device. Individuals wishing to utilize the chat support feature are instructed to visit ************************** and look for the green Chat bubble icon in the bottom right corner of the page. From there the individual can click Start Conversation where they will be connected with a member of our dedicated support team.
If this problem persists we recommend the member logout of their Shipt account on their browser and attempt to revisit **************************.
Shipt support is available by phone *************) at or via email ************************************ as well should the member need further assistance locating the chat feature.Customer Answer
Date: 01/13/2025
Complaint: 22771600
I am rejecting this response because the chat needs to be to the DRIVER, not to Shipt, using a computer which is how the order was booked.This is a basic ADA/accessibility ***********
Initial Complaint
Date:01/02/2025
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.
The company engaged in deceptive subscription practices. I was charged $99 on January 1st for an annual membership, but I never signed up for this membership level or price. I was offered a free membership through my credit card and out of nowhere I was now charged $99. They didnt send any heads up, notification or email about a charge coming. I do not want this service and now they wont let me cancel the subscription and refund my money even though the annual subscription was charged today for a full year. Please help!Business Response
Date: 01/03/2025
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 on 1/1/2025 for the $99 charge associated with the membership 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 ***********************************************.
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