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:09/27/2024

  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 a monitor from Best Buy. Order number BBY01-806969364944. Got a notice it was going to be delivered by Shipt and then an hour later it was returned. I asked Best Buy why and they stated the Shipt delivery person decided it was unsafe to leave the monitor at my address. I have a long driveway where my mailbox sits at the end of the driveway. The Shipt delivery person was so lazy they could not drive up my driveway and leave the monitor on my porch. No one attempted to try to deliver the monitor at my house as I have Ring and would have noticed. am very unhappy about this and its a waste of my time. Now I have to wait on the refund that takes up to 10 days to get back. Something needs to be done about this. This is unacceptable

  

  Business Response

  Date: 10/07/2024

  As a company, Shipt always seeks to provide an exemplary customer experience. We consider anything less to be unacceptable. We sincerely apologize for the frustration this situation caused. Please be assured that we are reviewing this order internally to ensure this is addressed appropriately.
  
  At Shipt, we want to make the delivery process as seamless and easy as possible; When reviewing the notes from the customer's order, our report states the Delivery Driver had a hardware issue with their device that would not allow them to complete deliveries, and resulted in the return of several orders back to the store.  We sincerely apologize for the frustration this situation caused.

  While we do not have access to charges made through Best Buy, we have confirmed the order was returned to the store. Best Buy can be reached at ************** should the customer need to contact them directly regarding their refund.
  
  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: 10/08/2024

   
  Complaint: 22345472
  
  I am rejecting this response because: what is being done about the inconvenience to me? I originally purchased this item on a gift card. I had to wait several days to get the gift card funds back which caused me to have to charge my credit card for another order of the item.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/26/2024

  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 ordered my items yesterday and the order has been delayed 4 times cause they can't find a driver. I want my order delivered now!!

  

  Business Response

  Date: 09/30/2024

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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 an Order based on the information given in this complaint. Furthermore, the format of the order number provided (****************), points to this order being placed on **********. If you will please contact ****** ************* by phone at ***************, that team should be able to assist in locating the order and will be able to communicate any updates necessary with Shipt HQ. We will be happy to assist.
  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:09/26/2024

  Type:Billing 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.

  / They kept saying "okcel notification, but it was apparently ignored and today I found a charge of $99.00 on my account. I never authorized this and want the $99.00 removed and my bank account credited. I tried calling Shipt and couldn't understand the people to whom I talked. They kept wanting me to say "ok". OK tp what?

  

  Business Response

  Date: 09/30/2024

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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:09/25/2024

  Type:Service or Repair 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.

  Shipt will not take our calls or let us initiate a grocery order through the app. We have been paying Shipt members for years now.We emailed the payments department as Shipt explained. They promised a response within 48hrs. That time window has since passed, and we needed our grocery order at our doorstep days ago. We do not have the grocery order for meals that is vital to our household. There are no problems with our Shipt membership or credit card.

  

  Business Response

  Date: 10/07/2024

  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. I was able to follow up with our Payments team the customer mentioned in their inquiry and the hold on their account has been resolved and reopened. Order access to their account should be restored to normal. We apologize again for the difficulties the member experience with this processed and are issuing a $25 credit on their Shipt account balance. If the customer has any questions regarding their account, 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: 10/08/2024

   
  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:09/20/2024

  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.

  On September 19. 2024, a Shipt shopper was questioned several times about the condition of a new ***** air purifier. He lied and brought me a used air purifier that was used and damaged and full of dog hair. Shipt advised me to carry at 40 pound unit back to the store. I asked for another unit and the only policy is to return items physically to the store. I want a refund .

  

  Business Response

  Date: 09/22/2024

  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 understand a request for an exchange is being made, however that is not possible as our shoppers are private contractors. As such, they only shop and deliver orders for us, once the order is marked delivered, the order will be closed and only a new order can get a new shopper on the order. We cannot send a shopper out to exchange items. The member can certainly get a refund, but they will need to go to the Target and return the item directly with the store transaction ID: ******************. The manager is aware of this exchange/return request and has been awaiting the member to return the high value item. 
  
  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:09/18/2024

  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.

  On 17 September, I placed an order for same-day delivery at **********. Shipt was the company to do the delivery. I placed the order around 5 PM. I was told that the order would be delivered by 645. Nothing occurred at 6:45. 30 minutes later I was told that they had delivered to the wrong address and canceled my order. They refused to redeliver. They also refused to assist me in getting the order redelivered. This was unacceptable.

  

  Business Response

  Date: 09/19/2024

  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: ************************************************. Moreover, we have issued a refund on 9/17 for the $42.95 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. 

  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 ***********************************************.
  

  
  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22300773
  
  I am rejecting this response because: it does nothing.   It offers me a refund which I am already entitled to.   It fails to acknowledge that they were at fault for delivering to the wrong address and then refusing to assist in a redelivwry that evening.   I spent a great deal of time on the phone.  In email.  And in the target website that night with no assistance at all.  To make matters worse I kept getting emails from them stating how happy they were with hat they had resolved my issues.  Which they had not.  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 09/22/2024

  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 understand that there is a request for redelivery, unfortunately, the order has already been closed and refunded. The order can still be located in the order history and all items added to the cart again so that a new order can be placed.
  
  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:09/17/2024

  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 placed my first order on Shipt last night for delivery between 8-9 am today. It was marked as delivered this morning at 8:58 am, but I did not receive the order despite being home waiting for it. I entered the correct address on my account and order (house number *****), however the delivery photo provided showed a completely different exterior than my home with a house number 1002. When contacting Shipt support for help, the agents were extremely unhelpful. They immediately reached out to the shopper and informed me that she said unit ***** doesnt exist so she delivered it to 1002, which is the correct address. This is absolutely not the correct address, and its ridiculous that Shipt support and a Shipt shopper are able to dictate that my unit number is different or simply doesnt exist and refuse to refund me for my missing order. Every single Shipt support agent I got in contact with acknowledged the order was delivered to 1002 and insisted it was the correct house. They also refused to transfer me to a supervisor, stating that the supervisor would not be able to assist. Including representatives ******* and ******. I have several pieces of evidence showing that my listed address is indeed correct and that the order was misdelivered. I have sent this to Shipt via email ************************************** including screenshots of my Ring doorbell between 8-10 am with no activity, a photo of the exterior of my home (which looks completely different than the delivery photo) with the correct house number ***** as stated, and finally a copy of my most recent internet bill that displays my full address, name, and unit number in the top corner, which matches what I indicated on the order in the first place. This has been ridiculous and unacceptable service from Shipt. I need a refund for this missing order I never received, and I will be sure to NOT recommend this service to anyone and discourage everyone I know from getting scammed.

  

  Business Response

  Date: 09/19/2024

  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 remaining $221.88 charge associated with order #********* for a total refund of $277.88 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 Shipt.com. This information can be found on our website at ***********************************************.
  
  

• Initial Complaint

  Date:09/16/2024

  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 placed an order with Shipt on August 26th. The order is order number Order #*********. The order was canceled immediately. I paid with 2 separate cards. Neither one have been refunded its been 19 days. I've emailed the payments department I've chatted and I've called several times I have screen shots of emails especially the one from your incidence department. I emailed the payment email on 8/29/ 9/6 and 9/9 I've also sent screenshots and emails back to the incidence email and have received 0 response. At first you told me you refunded my debit card but not the ebt card because it was the *** department, then it was an engineering issue, then it was an error and a supervisor would call me. Then it was you haven't refunded either card and i need to email payments. Ive done that. You have not responded. My mom emailed the payments department on 9/13 at 11 am and received a response at 7 pm on the same day. So before you try and tell me again they are just backed up and handle things in the order in which they receive is simply not true if your responding to things same day when you haven't responded to something from days and weeks ago. This is theft you canceled the order and have kept the money and if not resolved by 9/16/2024 I will be going to kent county court house and filing a civil lawsuit with my attorney. I will also be compensated it sounds like from the lawyer for each day you didn't refund me and the countless hours of time i have spent trying to resolve this.

  

  Business Response

  Date: 09/19/2024

  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: 09/19/2024

   
  Complaint: 22286731
  
  I am rejecting this response because: its been over 3 weeks your payments team has not communicated with me at all. not a single response since august 29th. There is no communication. I have filed a lawsuit. I do not need to dispute anything with my bank. This is fraud and if you have not been serviced yet you will be shortly. Also be aware every day that you do not issue the refund the amount of the lawsuit increases according to what myself and my lawyer filed on 916/2024. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 09/22/2024

  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 ***********************************************.
  

  
  

• Initial Complaint

  Date:08/27/2024

  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 at Target at 9pm I paid $10 for the delivery option and I got an SMS that it'll be delivered between 9am and 10am. It is now 7:30pm and I still don't have my delivery, nobody even shopped for my order yet. I keep getting a notification every 2 hours that the delivery is delayed another 2 hours. I have no idea what the status is with my delivery. I called customer service and they read their script from the *********** right of the computer and say the same thing as the **** So basically nobody has any idea what's going on they couldn't care less and there is nobody to talk to.

  

  Business Response

  Date: 08/27/2024

  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 Shipt.com. This information can be found on our website at ***********************************************.
  
  

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22199610
  
  I am rejecting this response because:
  Their response is straight out of chatgpt and doesn't mean anything.
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/28/2024

  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; 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 Shipt.com. This information can be found on our website at ***********************************************.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22199610
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/22/2024

  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.

  In regards to Order #*********, I had placed an order, hours later I receive a notifcation it was delivered. Yet I have no groceries? I reach out to support who tell me there is nothing they can do, without me even asking for anything. I am out groceries for the week and my hard earned money, then get treated like a criminal by support. Extremely disappointed in how the circumstance was handled.

  

  Business Response

  Date: 08/27/2024

  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.
  
  Thank you.