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

  17 20th St N Ste 100 Birmingham, AL 35203-4026

  
• 

  Shipt

  201 3rd St, 8th Floor San Francisco, CA 94103

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:08/22/2024

  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.

  I placed a target order with you guys on 08/21 and you all are refusing to refund me when I have proof it wasnt delivered to my house. I am a single mother and cant afford to just loose out on $210 please give me my money back.

  

  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.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22177207
  
  I am rejecting this response because:
  **** did not deliver it to my door I have proof from my doorbell camera then on top of that the stuff that was delivered to another house was not mine. How you think Im supposed to pay you $210 for stuff I didnt receive is unethical and you all should be ashamed 
  Sincerely,
  
  ******************

  

  Business Response

  Date: 08/28/2024

  As a company, Shipt always seeks to provide an exemplary customer experience. 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.

• Initial Complaint

  Date:08/19/2024

  Type:Delivery 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 REPORTED THAT MY ORDER WAS FROM 8 TO 10 THE SHOPPER MADE MORE ORDERS AFTER MINE IT WAS 79 DEGREES SHE DELIVERED AT 11:15 AND SHE PUT THE MEAT OUT OF THE REFRIGERATOR AT 9:36 THEN SHE LEFT IT IN HER CAR TO MAKE ANOTHER ORDER WITHOUT ANY SPECIAL BAG PLUS MORE ITEMS THAT NEEDED REFRIGERATION OR KEEPING COLD ALSO THE RAW MEAT THAT CAN BE PURCHASED WITH EBT THEY CHARGED IT TO MY **** CARD SHE ALSO MADE SUBSTITUTIONS WHICH I DID NOT SELECT IN THE *** AND SHE DID NOT ASK ME IF IT WAS OK I AM MISSING SEVERAL ITEMS AND IN THE CHAT AND IN EMAIL SHIPT DOES NOT SOLVE ANYTHING FOR ME THEY SENT AN EMAIL TO *********************************** AND THEY NEVER RESPOND

  

  Business Response

  Date: 08/23/2024

  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 caused from this delivery. We have issued a refund today for the $148.91 charge associated with order #********* to satisfy this BBB complaint. If the cardholder has any questions regarding the refund, 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 Shipt.com. This information can be found on our website at ***********************************************.
  
  

  Customer Answer

  Date: 08/26/2024

   
  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:08/16/2024

  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.

  While talking to the customer service, they are located in a different country. I asked very politely to be transferred to a US customer customer service agent they denied it. They would not allow it. I told him that is not legal and that they need to be able to transfer me if asked, they said that theyre not doing anything wrong that they can do the exact same thing and that they do not have to transfer me, I am a US Citizen I wanted to speak with someone in the ************* they would Not transfer

  

  Business Response

  Date: 08/17/2024

  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. Unfortunately, we were not able to find a Shipt account associated with the phone number or email 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 be able to locate their account and be happy to assist further.
  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:08/14/2024

  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 was placing an online food shopping delivery from shipt HQ on lidal food store . They ask before closing the order would you like a substitute if that item you chose wasnt there and you can choose one or allow them to choose or just cancel that item . Thats done. I always check to see when it will arrive because that could change the entire order. I may cancel if it doesnt fit my schedule. The time was 9-10pm Tuesday evening August ******* ( perfect) . They then offered 8:00pm yes thank you. I am doing things around the house I look at the time it was 9:00pm . Maybe they got lost . Of course I cant find my phone and when I do I receive a text message saying because of ( whatever the reason) the delivery would be tomorrow 8:00-10:00 Am we apologize. Thats a huge time change . I was not happy . I called customer service 3 times . Why I love all people I do . But why in the world when it is hard to hear anyone on the phone put someone with the heaviest accent that you cant understand at all . When I say that she hangs up on me and again I cant understand. I feel these companies do this on purpose so you cant even discuss the issue at hand . Its many companies. Thank you for your time

  

  Business Response

  Date: 08/14/2024

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

• Initial Complaint

  Date:08/13/2024

  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 August 12th 2024 I ordered groceries via Target for $159.75 my order number is ********* and I did not receive my order I contacted Shipt customer support and was denied a refund this is completely unacceptable I would like my money back

  

  Business Response

  Date: 08/21/2024

  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.

• Initial Complaint

  Date:08/12/2024

  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 believe Shipt uses deceptive business practices. I called customer service to inquire why I was charged over $100 more than my actual grocery bill receipt showed. In the course of explaining the charge I was informed that Shipt charges $5.00 per every $35.00 spent. When I asked where that is documented I was sent the following:Per Shipt website Our members can expect to pay about $5 more using Shipt than they would on a $35 order purchased in the store themselves.This does not state that a customer will be charged an additional $5 per $35 spent.I asked the customer service rep why is it not clearly stated on the order receipt on the app that there is a specific service fee of $5 per $35. I was told it was in the subtotal along with the grocery total. In other words its buried in the subtotal and not clearly listed like the delivery fee and shopper tip are. This is a service fee that should be stated and listed separately on the order receipt on the app.Another practice that I frankly think stinks is that a customer is not charged for the actual grocery total. They are charged the price that the item is listed for on the app. I was told the grocery items are more expensive on the app because there is a cost built into the price to cover shopping costs. So customers are hit twice with service fees to cover shopping costs, higher priced items and the $5 for every $35 spent. Which is not clear in their website explanation of pricing. I truly believe there is money gouging going on with Shipt. During this same phone call I also found out that despite having an $99.00 annual membership I was being charged a delivery fee as well. With a membership there should be no delivery fee. It seems as though their customer record keeping is very sloppy and monetarily benefits Shipt to be sloppy. What is the membership for if Im paying higher prices for groceries and an another $5 per $35 spent AND theyre sneaking in $10 delivery fees? Very sketchy!!!

  

  Business Response

  Date: 08/12/2024

  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 with this right away. 
  
  Our goal is to be transparent about our pricing, and we're always happy to answer any questions regarding the price differences on specific items. Shipt prices will vary slightly from in-store prices to help cover the cost of the members Shipt Shopper going to the store, selecting their items, and delivering them to their home. Our customers can expect to spend about $5 more per $35 when making purchases through the Shipt app.
  
  While we are unable to incorporate in-store coupons, we try our best to offer the same items on-sale through Shipt that are on sale in-store. We encourage our members to check the sale section of the Shipt app or website to see which sales we are offering this week. The price (including sale prices) the member sees in the Shipt catalog represents Shipt prices. There are no hidden costs when constructing an order. More information can be found on our website at ***********************************************.
  We sincerely apologize for any confusion or frustration this caused. In reviewing this members order, we do see that they were charged the correct total per the Shipt prices reflected in our catalog. As explained above, the prices are going to differ from in-store pricing. However, we would be happy to refund the difference for them this time! We have issued a refund to their credit card for the $56.45, and the member should see that reflected on their bank statement within the next 4-7 business days.
  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 ***********************************************.
  
  

• Initial Complaint

  Date:08/05/2024

  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.

  Shipt blocked our entire adress/ household from using food delivery ** military family and me not being able to drive medically , I have 4 kids as well, we depend on these services I had several issues and instead of fixing them they blocked me and now we cant use the service to order food for our household anymore. I had payed $49 for a year membership I also lost. It was sudden and random. I have proof of photos of rotten food as well as camera footage of missing items I can proof i havent done anything wrong. But I dont believe anyone would eat expired, damaged or opened food. Especially meat pr milk products. How many times did I receive eggs that been dropped and didnt even bother to mark as damaged. But now not even my husbands account works and he has his own account and right to place orders its absurd. Ive been using it for years.

  

  Business Response

  Date: 08/12/2024

  This members account was terminated in accordance with our Terms of Service, which can be found here: ********************************************************. Per that agreement: We may terminate your use of the Site and the services offered on the Site at any time, for any reason, and Shipt may prohibit your use of the Site and services offered on the Site at any time in our sole discretion. The terms of these Terms shall remain in effect at all times after the termination of your use of the Site and the services offered on the Site.
  
  It is Shipt's firm belief that we, as a company, have responded appropriately. We stand by our decision and are unable to reinstate this account.
  
  Please note there is additional documentation regarding this claim that we can provide to the BBB directly if needed.
  
  

• Initial Complaint

  Date:07/23/2024

  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.

  On July 19, 2024, I placed a same day delivery order on shipt.com. The order was from Sephora totaling to almost $600! Order# *********. I did not receive this order and shipt is stating that Im lying. From the start I knew this was going to be a problematic order because the shopper kept calling me and complaining that something was wrong with the app on his end and something about he couldnt scan off the items in the order of that sort. I urged him to seek help from both Sephora and shipt customer service. Fast forward he calls me again and states that he had dropped off my order. He didnt even let me know when he was done shopping or on his way which is what youre supposed to do so I can make it home on time! When he called I wasnt home yet. I was literally just 2 blocks down and by the time I got home there was nothing there! There are always 2 kids playing on my neighbors porch, those are her grandkids and they said the driver took it back! I reported all this to the fraudulent, corrupt, shameless company called shipt and what did they tell me? They said Im a liar and it been confirmed its been delivered. THEN WHERE IS MY ORDER SHIPT??????? The shopper took a picture and took the order right after according to eye witnesses, so what are you saying ????? You NEVER ONCE held your shopper accountable! You NEVER ONCE thought to contact or at least question your driver! You immediately went to blame a first time shopper! What type of behavior is that ??? Its obvious youd do anything to protect your thieving workers which lacks morality! I spent almost $600 and till this day, 4 days later, I still have no groceries or no money back! SHIPT, REFUND ME MY MONEY! To take a picture of groceries and STEAL it immediately after is literally called FRAUD and THEFT! GIVE ME MY REFUND!

  

  Business Response

  Date: 07/23/2024

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

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22031005
  
  I am rejecting this response because: this makes absolute no sense at all! How am I supposed to stay in contact with your payments teams if you keep denying my refund! and why do I have to be the one to file a dispute with my bank WHEN YOU AND YOUR THIEVING SHOPPER ARE THE **** AT FAULT!!! Please tell me, how have you held your shopper accountable?? Was there even an investigation??? YOU ARE AT FAULT, YOUR SHOPPER STOLE MY ORDER, SO YOU ISSUE MY RIGHTFULLY OWED REFUND!
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/30/2024

  Here at Shipt, we hold the upmost commitment to providing our member's with a positive experience. 
  
  We apologize again to this member for the continuing frustrations. Consulting the records once more, we still feel an email follow-up with our Payments team is the most appropriate way to have this concern addressed. Or alternatively, file a dispute with their bank. If the bank has questions about how to initiate a dispute or regarding any charges, our Payments Team will be happy to assist in answering those. Their email is ***********************************.
  
  It is Shipt's belief that we as a company have responded appropriately considering all sides and details of this dispute. We are happy to provide further documentation to the BBB if needed.
  
  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 ***********************************************.

• Initial Complaint

  Date:07/17/2024

  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.

  Date 02/02/2024 Amount paid $180.05 Order nu : ********* I placed my order where was never delivered to me and Shipt CS were informed right away and they did nothing about it.Thank You *******

  

  Business Response

  Date: 07/27/2024

  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.
  
  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 $180.05 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 Shipt.com. This information can be found on our website at ***********************************************.
  
  

• Initial Complaint

  Date:07/08/2024

  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.

  Shipt is constantly taking more than 30% in authorizations for orders and no returning them. The answer for this is for order changes but I select no to order changes. The staff is in the Phillipines and will not provide a manager and their English is not good. Its as if theyre reading from a very basic script. I want all my authorizations back, which is more than my orders. And, I want the company to stop taking them if a person selects no order changes they do not need 30% more. The order amount is sufficient. And this needs to be reported to attorney generals office for stealing customers monies for possible overages.

  

  Business Response

  Date: 07/09/2024

  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 with this right away. 
  

  Our goal is to be transparent about our pricing, and we're always happy to answer any questions regarding the price differences on specific items. Shipt prices will vary slightly from in-store prices to help cover the cost of the members Shipt Shopper going to the store, selecting their items, and delivering them to their home. Our customers can expect to spend about $5 more per $35 when making purchases through the Shipt app.
  

  When you place an order with Shipt, we preauthorize the amount your order is expected to cost plus a small allowance for substitutions and/or additions. Any tip left on the order after it has been placed will be authorized and captured separately.

  If you have special request on your order, you may see a higher pending total because we estimate $6 as the cost of each special request into the hold placed on your card. These will be pending charges, but we will only capture the amount of your order total based on the items that your shopper delivers to you. If for some reason we do not preauthorize for enough, we will take the remaining balance out as a second payment. If the preauthorized amount is more than your actual order total, we will refund part of that preauthorization and only charge you based on your accurate order total.
  

  We sincerely apologize for any confusion or frustration this caused. In reviewing this members order, we do see that they were charged the correct total per the Shipt prices reflected in our catalog. As explained above, the prices are going to differ from in-store pricing. Unfortunately, we do not have access to charges made through Target.com. 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 Shipt.com. This information can be found on our website at ***********************************************.