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:11/15/2024
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 #********* was stolen. I spent $135 and also tipped. The order was claimed to be delivered but when I went to retrieve the items they were not at my door.. I reached out to support and they claim that after its been delivered they are not responsible for the order. Not knowing that just because its marked as delivered doesnt mean the order got to the customer it could be marked to save the other person from getting in trouble. I want my money back this isnt fair at all its unacceptable and I will not be using this app ever again. Its not fair to the people who work hard for their money. Yall are scammers and do fraud and need to be shut down
Business Response
Date: 11/20/2024
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.Initial Complaint
Date:11/15/2024
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 the Shipt app rather than through the target app fully knowing that this is a target brand and would treat my purchases and/or returns in the same manner. I purchased three pairs of jeans and the shopper was able to secure two that werent the size they I asked for, but would try on, because I needed them. When I arrived at my friends home, where the delivery was sent to I found the bag drenched and as well as the two pairs of jeans. It first upset me because why would a delivery that is not in a packaging to withstand these conditions be placed in the wide open to these elements? Fully knowing that the product was wet I still tried on the items and they didnt fit so I referred back to the app to request a refund in effort to get a pair or two that would. Their weee only a few options i could choose and I choose damaged. The app assured me that I would receive a response within ***** hours and heard nothing. I wasnt sure the process so I called because I have the original receipt, but the items were purchased on the shoppers po card so I wanted to make sure the funds went back to me and what the process would be. I explained via phone call and was put on hold extensively. I was then denied credit? I didnt ask for credit I asked how my funds will be returned fully knowing that Im out of any fees or upsells associate with Shipt. It fathoms me to know that Im using an app that I thought was reputable to an app that is a all sales final platform for the customer without making the customer aware. I want my money back for these items. I have been a loyal customer to Target/********************** and wouldve never imagined that If I purchase the wrong size pair of jeans with such a platform like this that Im out of luck? When I said that I will return it i asked where the money would go and they said indirectly its theres!!!Business Response
Date: 11/20/2024
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 $66.32 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:11/11/2024
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 complaint is in regards to the terrible treatment of customers and members by ********************** customer service. I have placed several orders with Shipt and have spent a ridiculous amount of money on their platform due to the price gouging. Nonetheless when it came to my most recent order, not only did I receive salmon that was not covered (the packaging was damaged whether by fault of the shopper or the store), I also had three other missing items which I reported in a very timely manner. As soon as I realized these items were missing and damaged I reached out via chat as well and the only response I received was that they are denying to assist me further with this. Shipt knows the payment method I used to place this order and they need to refund the missing items and damaged item back to that payment method. There is no reason at all to deny someone for something they provided you proof of within ************************************************* If customers cannot trust to receive their items in good shape or be refunded when those items do not arrive then Shipts platform cannot continue to operate. There can be no faith in grocery delivery services when this is the way they handle issues.Business Response
Date: 11/15/2024
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. Our records show that the Atlantic Salmon was credited back to the Member's Shipt account and put towards the balance of Order #*********. We have issued a refund for the remaining items today for the $51.96 charge associated with order #********* to satisfy this BBB complaint.
We would also like to inform the member that we noticed that we have extended an unusually high amount of credit and refunds to their account compared with what we typically see. Of the members $459.86 spent on purchases since September 2024, we have refunded or credited $344.28. We are happy to review any feedback or insight the member would like to provide on their experience using the contact information below.
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:11/07/2024
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.
SHOPPERS and BUYERS BEWARE I was hired as a shopper years ago and never actually started work with the company. Shipt has been charging my account for years. I reached out to them multiple times to resolve the issue. They claim to have no prior knowledge of my account, that it doesnt exist and the charges are not occurring on their end therefore this is not their problem. There is no process for escalations, no chain of command or anyone to appeal to. It just seems a little too convenient that when someone has told you they requested an account cancelation years ago to suddenly have no trace of them? Especially when the potential refund due might be significant.Business Response
Date: 11/15/2024
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 apologize for any frustration and are happy to review this further to see how we can best assist. Unfortunately, we were not able to locate a membership charge based on the information given in this complaint. We kindly request that the cardholder responds with the last 4 digits of their card number as well as the date and amount of the charge appearing on their statement.
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:11/06/2024
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 stoped me from being able to order things from their app. I was trying to purchase some things for my household but they canceled my order. I talked to their support and they said my account was on hold and that i had to email their payment team and so i did, 3 days later they tell me i have to show my ID. I just wanted to buy some things for my household and I have to show my ID to use the service now? This is unacceptable I dont trust shipt with my ID and I hope we can come to a satisfactory resolution because i'm a paying customer who just wants to use the app but since my account is on hold i cannot do that. I refuse to show my ID as it is unnecessary and an invasion of my privacy.Business Response
Date: 11/06/2024
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 account verification. Due to the nature of the request, the member will need to continue to speak with this department to have the verification processed. 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: 11/06/2024
Complaint: *****************************************************************************************************************************************************
I am rejecting this response because: Hi, I have emailed them and they want me to do ID verification and I dont feel comfortable sharing my ID just to order some things off an app. I hope you understand.
Sincerely,
**** *******Business Response
Date: 11/11/2024
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 account verification. Due to the nature of the request, the member will need to continue to speak with this department to have the verification processed. 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 have no alternative to our security process.
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:10/31/2024
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 purchased an order from shipt on October 30, 2024 of $137.50 and never received the order and when I called them they put me on hold for an hour. The order # *********. Theor phone # ************.Business Response
Date: 11/06/2024
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.
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 10/31/2024 for the $123.87 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:10/29/2024
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.
There are number of things wrong with this service compared to other delivery services. First off, why does the shopper have the liberty to buy a completely different item if the originally requested item wasnt available? Not only did they buy something completely different, they never called us to confirm the substitutions, AND they added a reusable bag to our order (which cost money!!). I DID NOT ask to buy a bag, why is this being added to my order?? Why wasnt any additions or substitutions communicated before delivery??So now I need to know physically go to Target to return the incorrect items, because I was given no courtesy call about the substitutions. And now the process to refund the tip is incredibly difficult, because why would I tip someone who bought all the wrong things? Why cant this be resolved through the app like other services like DoorDash? The mistakes isnt want bothers me, it is the PROCESS TO RECTIFY THE ISSUE that is awful.The process is intentionally predatory for those who dont feel like going through a 30 minute phone call to refund a $5 tip. Im not saying $5 is a lot of money to one person, but to a company which probably has several incorrect orders daily, those tips on mishandled orders probably add up fast. It is so obvious what the company is trying to accomplish with this customer service policy, to take advantage of their shoppers, by implementing a hidden, inconvenient, and tedious refund process for their customers. I will NEVER support ********************** again.Business Response
Date: 11/06/2024
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 $91.69 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:10/28/2024
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.
10/26/24 The amount of money i paid: ***** The business committed to provide me my target items.The nature of the dispute is i never received my order. in the image the shopper left there was welcome mats on the ground when i dont even have a welcome mat at my door so i dont know where the shopper delivered the items but it wasnt at my house so i would like a refund because i never received the items.Business Response
Date: 10/30/2024
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 $46.24 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: 10/30/2024
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.
Sincerely,
***** *****Initial Complaint
Date:10/28/2024
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.
10/26/24 amount i paid: ***** The business committed to have my items delivered.The nature of the dispute is that I never received my order. I looked at my neighbors door to see if they had mistakenly left it at my neighbors but no it wasnt there so i have no idea where the h*** my order is and I would like to be refunded since i didnt receive the items i was promised.Also I want to mention this was the "photo" i was sent as delivery.*************************************************************************** which is a picture of literally nothing.Business Response
Date: 10/30/2024
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 $49.44 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: 10/30/2024
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.
Sincerely,
******* *****Initial Complaint
Date:10/07/2024
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.
Order *********
Date Apr 14, 2024
Amount Paid $264.37
Shipt claimed delivering my order which never happened and I contacted their CS right away and they kept me dealing in unneeded emails and until now I never got my refund for this undelivered orderBusiness Response
Date: 10/10/2024
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 Shipt 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.
Thank you.Customer Answer
Date: 10/11/2024
Complaint: ********
I am rejecting this response because:
I want to clarify that I promptly notified Shipt about the non-delivery of my order as soon as I became aware of the situation. After reaching out to their customer service team, I was advised to contact the payments department for assistance with the refund. However, upon doing so, I was informed that they could not help me with this issue.
Furthermore, I would like to emphasize that I confirmed to your team that I did not receive the order, and the drop-off location indicated was different from my actual address. This discrepancy has added to my concern regarding the handling of my order.
Given the circumstances, I believe I have followed the appropriate channels to seek resolution and support. Therefore, I would appreciate your immediate attention to rectify this matter, ensuring I receive the refund I am entitled to.
Thank you for your understanding and prompt assistance in resolving this issue.
Sincerely,
**** *******Business Response
Date: 10/11/2024
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 Shipt 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.
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