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:12/30/2024

  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.

  I put an order on ********** for a can of 34 Oz. Baby formula, I was told it would arrive 6-7 PM. It was then changed to 7-8PM. 12 minutes before the order should have arrived it was canceled. I got on the phone with Shipt customer service to discuss what I could do to get the order, and come up with a resolve. They were unable to resolve my issue and told me that it would take 5-7 business days to receive my money back. Babies can't wait 5-7 business days to eat. I purchased it to be delivered because I don't have a car, and I no longer have the money to purchase another can because of their mistake they made. The company disregarded the emergency of this and failed to meet my expectations as a customer. They need to change their policies to not just give new drivers orders that can literally be life or death if an item is not received. A baby cannot fend for themselves, my 6 month old daughter had nothing to do with any of this but now because of this companies negligence she is going to have to wait for food, and I am going to have to beg for money to be able to get her food. This is unacceptable. The resolve I would like to see is that only the most experienced drivers are to handle baby formulas and baby food and food related items, and also things like baby medicine such as orajel or infant and child ********* and *************, baby diapers, whipes etc, any items that could be used to care for an infant should only be delivered by top rated drivers. Anything Short of this should be considered a failure on the businesses end and should be considered a strike against the moral standards of the company as a whole. I'm not the one suffering in this situation, and innocent baby that has nothing to do with this. She is 6 months old she won't understand why she isn't able to eat if she doesn't get food. It is not fair for her and it is not good business practice to accept anything less than 100% completion on orders like this.

  

  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 as quickly as possible.
  
  At Shipt, we want to make the ordering process as seamless and easy as possible. We would also like to express our sincerest apologies for the member's order experience. Please be assured that we are reviewing this order internally to ensure this is addressed appropriately. 
  
  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:12/23/2024

  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.

  Ordered direct from ******* yesterday and they used Shipt to deliver. Today I received a text stating that the item was out for delivery by Shipt. Then I received a text stating Shipt was unable to deliver the item and it was being returned for a refund (which would take 10 days). No delivery was even attempted (nothing on cameras and no attempt at community gate). Whoever the Shipt driver is has lied about the attempt. And now my finances are tied up for 10 days. Unacceptable!

  

  Business Response

  Date: 12/28/2024

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right as quickly as possible.

  At Shipt, we want to make the ordering process as seamless and easy as possible. We sincerely apologize for the frustration this situation caused. We have three deliveries in our system for December 22 to address ***************************************** Our system shows no gate code was given in the Order Delivery Notes and the the lack of gate code was the reason listed for Order Returns. 

  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, and will work to educate our shoppers on ways to troubleshoot similar obstacles going forward. 

  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:12/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on the Shipt app from Target for a shark purifier Air Max which was $179 plus tax when receiving the item I immediately opened read the instructions and turned on the unit noticing that it was never going above 0% for the air quality control percentage hoping that it was just because it was brand new it would take time to adjust and figured I would wait until the morning since it was the last delivery slot of the night the following morning I woke up and the percentage was still at zero has been ever since is not in working condition the whole point of a purifier is to improve the air quality not stay the same especially at 0%. I contacted shipped the following morning was told to send over photos as well as the order number Etc I did all of that never to hear back from the customer service representative again went on four separate live chats also three separate phone calls only to be told after all of that to contact the manufacturer! I am on disability and have a very very ********** this was a big purchase for me and I followed the policy per shipped to reach out reporting an issue within 7 days and their policy also states that they are to reply to that Within 24 to ********************************************************************************************************************************************************* and to find out that they never had any intentions on doing that and that they just passed the book to the manufacturer for me to now once again have to resolve this on my own there is no reason that I can find in their policy for this happening I offered if they would love to come and pick this up and bring me a new one and or pick this up and refund it they denied both of those things so now I'm just looking to get back what I am out which is approximately $190 that is a lot of money to me and it's heartbreaking that I was treated so disrespectfully and as if I was unimportant to them! I need refunded for an item not working!!

  

  Business Response

  Date: 12/28/2024

  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 $191.69 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 ***********************************************.
  
  

  
  

• Initial Complaint

  Date:12/13/2024

  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.

  I paid for the Target 360 with same day delivery included through Shipt. I am a disabled veteran and it is best i have delivery. Yet my same day many times turns into next day delivery and 8 out of 10 times my chosen delivery time is changed by Shipt. Target doesnt care even though i paid them to have this service and my contract for the service was with them. Shipt doesnt care their excuse is each employee decides what they will do and if no one comes to do ****** orders it isnt their fault. ****** is mainly at fault for signing a contract with a company that cant provide the agreed upon services. Then in turn promising a service to customers without ensuring those services are provided. In essence it was fraudulent and false advertising while taking money from the customer and failing to provide the promised services.

  

  Business Response

  Date: 12/13/2024

  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. 
  
  If the member is requesting a cancelation and refund of their Target 360 Membership we can assist with that upon confirmation. Alternatively, our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at ************************** for further assistance. This information can be found on our website at ***********************************************.

  
  

  Customer Answer

  Date: 12/16/2024

   
  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. Please refund my fee I paid for a service that promised same day delivery yet comes next day in many cases.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/13/2024

  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.

  Every time I put a grocery order in with ****** Im charged outrageous fees from shipt and then asked when I put the order in when I want the order delivered. They give me specific times available. I choose a time. And then around the time its to be delivered they notify me that the order is going to be delayed due to no delivery person. This is false advertising they state they can have it delivered within a certain time and then never fulfill. On December 12 I was to have an order delivered between 5-6pm est. they notified me at 5:13pm that the order was delayed till 7-8pm est and they took it upon themselves to change my time and if I had questions to call the number listed. I called and the representive ***** refused to be of assistance. She stated at 5:45 that the order still has yet to have a driver. Meaning the time they changed it too was still never going to be fulfilled in time. She asked me if I would create and account with them and shed provide me with a $20 credit for future purchases. Not really good customer service. I never had an account with **********************. They refuse to send someone out to expedite orders and representatives as well as supervisors constantly state timing of delivery is out of there hands and not in there control.

  

  Business Response

  Date: 12/13/2024

  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.
  
  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:12/04/2024

  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 placed my order 12/3/24 i did not receive my order i contacted support and was told no refund would be issued i said why not if i didnt receive my order. I am requesting my order be refunded because i did not receive my Order #********* and i shouldnt have to lose my hard earned money for me not receiving it.

  

  Business Response

  Date: 12/06/2024

  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 a refund. Due to the nature of the request, the member will need to continue to speak with this department to have a refund processed. 

  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.

  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: 12/09/2024

   
  Complaint: 22640225
  
  I am rejecting this response because: no they automatically said they denied my refund request thats why i had to dispute through here i shouldnt have to be sent back n forth like a yoyo to get my refund for my order not being delivered 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 12/13/2024

  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.
  

  
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22640225
  
  I am rejecting this response because: that is not true it was never delivered to me that i why i had to put a complaint there is no proof of delivery because it wasnt delivered to me i want proof of delivery or my refund i cant go and complain to my bank its not fraud and this company asked me to dispute with my bank instead of taking responsibility 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order at target. For same day delivery that is sponsored and handled through shipt. I received my order and multiple items were missing. I was told by shipt that because the items were scanned at the store its a correct delivery. They were very dismissive and refused to help the issue. The items being scanned at the store has nothing to do with items possibly being forgotten at the store , stolen inside of the vehicle . Or the delivery driver forgetting or mixing up my bags with someone elses because they shop multiple orders together all the time. And shipt is refusing to help settle the problem.

  

  Business Response

  Date: 12/06/2024

  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 $66.65 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 ***********************************************.
  

  
  

• Initial Complaint

  Date:12/02/2024

  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 placed an order today and the company waited until delivery window to notify me that the order I have been waiting on will now be delivered 3 hours from now. This means my total wait is 4.5 hours. Customers must adhear to a time limit to get their order when promised. I don't understand why this company allows shoppers to claim an order and at the last minute release it. That means the customer who is expecting their food will have to wait even longer. This is a terrible inconvenience for the customer. The company promises a timely delivery and does not make good on that promise and I wasted my time. I could have opted for curbside for cheaper (no mark-up on the items and no need to tip) and for free. Also.. as a contracted shopper I would be ****** that someone claimed an order and did not make good on it when another person needing the work during that time period could have.... not mention... Shipt is quick to place holds on your account that take days to be released. So if a customer only has a few dollars to spend on food... that money tied up until the banks work it out.

  

  Business Response

  Date: 12/06/2024

  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. 
  
  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:11/19/2024

  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.

  Shipt promises same day food delivery. I rely on shipt to bring me food since I am disabled. Yet when I place an order it takes days for their contract workers to take the order. Meanwhile I am unable to eat. I am paying for a service advertised that I am not getting.

  

  Business Response

  Date: 11/26/2024

  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. 

  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:11/18/2024

  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.

  Hi I ordered ******* and tried to return them to ******. ****** would not accept the return. These ******* did not work. I called Shipt and was told I could not return them nor get a credit. This is unfair and I'm stuck with an item that does not work.