Complaints
This profile includes complaints for Shipt's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 361 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:07/01/2024
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.
Im having an issue with this service under target using the same Day delivery option. I purchased with food stamps and debit card was charged at the end of it. I understand authorization holds I dont need that explain to me but my money should have been released to me ALL OF IT. I only bought food items and I did not buy anything that was not considered that. I have been going back in forth with customer service the same people and they dont seem knowledgeable at all. They said they cant control on where the refund goes to which makes zero sense to me. I never asked anyone to refund my Ebt card I wanted my debit card my Mastercard refunded because it was charged wrong and it shouldnt have been in the first place. I want the money that was charged on my Mastercard put back. I will never use this service again. I have never experienced anything like this Amazon doesnt do this or ******** They charged your food stamp card if thats what you making a purchase with and even if you by something outside of that on the same order its no confusion whats so ever. It went from 2.60 to now 2.43 my mastered card is being charged that now this makes zero sense.
Business Response
Date: 07/02/2024
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 Target.com, we have contacted Target to have the member's order charge of $40.49 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 Shipt.com. This information can be found on our website at ***********************************************.
Customer Answer
Date: 07/03/2024
Complaint: 21920007
I am rejecting this response because: I would like to know is target same day delivery ran by this company or you guys have nothing to do with this at all?
Sincerely,
*************************Business Response
Date: 07/04/2024
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 Target.com, we have contacted Target to have the member's order charge of $40.49 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 Shipt.com. This information can be found on our website at ***********************************************.Initial Complaint
Date:07/01/2024
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 issue is concerning the non delivery of my $347.76 grocery order from Target using Shipt delivery service. They delivered my order to the wrong address. I immediately brought this issue to the attention of the delivery person who said she delivered the order to the location reflected on her maps. I sent 3 additional texts asking where she was. All three were ignored. I have the texts and picture of delivered order.Business Response
Date: 07/02/2024
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 Target.com, we have contacted Target to have the member's order charge of $339.90 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 Shipt.com. This information can be found on our website at ***********************************************.
Initial Complaint
Date:06/27/2024
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.
Today Shipt **************** cancelled my account just because I called them to complain that my preferred shopper was overlooked by the ordering computer. My order was given to someone I didn't know. My preferred shopper was available and online when the orders went out but she said the never received my order. When I told them it was not right to offer customers a preferred shopper list, they cancelled my account. I believe that they are using deceptive advertising by saying they have preferred shoppers when they don't, And, it wasn't right that my account was cancelled just for complaining.Business Response
Date: 06/30/2024
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.
Customer Answer
Date: 07/01/2024
Complaint: 21907222
I am rejecting this response because: Simply calling their customer service department to complain that it refused to honor my preferred shopper who was available isn't a **************** violation. In fact, Shipt is guilty of deceptive advertising because preferred shopper means that person should be selected if available. I'm also a disabled veteran which means that I am covered under the Americans With Disabilities Act that means that businesses can't refuse to do business with me if I require a preferred shopper. My preferred shopper carries my groceries in for me while other shoppers won't do that.
Sincerely,
*******************Business Response
Date: 07/02/2024
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.Customer Answer
Date: 07/03/2024
Complaint: 21907222
I am rejecting this response because: When I called their **************** to complain that their computer rejected my preferred shopper, who was online awaiting orders, and gave my order to another shopper, that isn't a **************** violation. Customers should be allowed to complain when their preferred shopper is overlooked when that person is available. In fact, this company has a long history of using deceptive advertising to lure customers. By offering preferred shoppers, when Instacart, their competitor, doesn't offer this service, gives them an advantage. When they don't honor it, that's deceptive advertising. I have already filed a complain for deceptive advertising with the *** and State Of FL ****************************************** affairs for investigation. Shipt is also being sued by their shoppers in a class action for not paying them their fair wages. After I complained, Shipt cancelled my account which shoppers have told me is what happens when customers and shoppers complain. Many online review sites have given Shipt a one-star rating due to excessive complaints about poor customer service and mistakes made by shoppers. It needs to be forced to restore my account. I need this service as I'm a disabled veteran who needs this service as I don't drive and can't carry in my groceries., I'm also protected by the Americans With Disabliites Act from being denies access to services.
Sincerely,
*******************Business Response
Date: 07/04/2024
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.Initial Complaint
Date:06/20/2024
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 have been trying to get back into my shipt account for over 4 months now and I keep reaching out to them and no one is helping me everyone is giving me the run around. Shipt has all my information, my address, my bank account information, etc. but theyve locked me out my account.Business Response
Date: 06/20/2024
As a company, Shipt always seeks to provide an exemplary shopper experience. We consider anything less to be unacceptable, and we definitely want to make this right.
We would recommend reaching out in regards to the status of a shopper's account to *********************************** or ************************************** for further assistance.
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 ***********************************************.
Customer Answer
Date: 06/20/2024
Complaint: 21876250
I am rejecting this response because:
Ive already reached out to everyone, by email and phone. No one is responding back nor providing a resolution to my problem. I want to my account information so I can log into my account. Its my information and my account why are yall not providing me with my information.
Sincerely,
*********************Business Response
Date: 06/22/2024
As a company, Shipt always seeks to provide an exemplary shopper experience. We consider anything less to be unacceptable, and we definitely want to make this right.
We would recommend reaching out in regards to the status of a shopper's account to *********************************** or ************************************** for further assistance.
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 ***********************************************.
Customer Answer
Date: 06/26/2024
Complaint: 21876250
I am rejecting this response because: youre not providing an actual solution. Youre telling me to reach out to people who Ive already reached out to. I want someone to reach out directly to me with my account information. All I need is access to my account.
Sincerely,
*********************Business Response
Date: 06/30/2024
As a company, Shipt always seeks to provide an exemplary shopper experience. We consider anything less to be unacceptable, and we definitely want to make this right.
We would recommend reaching out in regards to the status of a shopper's account to *********************************** or ************************************** for further assistance.
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 ***********************************************.
Customer Answer
Date: 07/05/2024
Complaint: 21876250
I am rejecting this response because:
Sincerely,
*********************Initial Complaint
Date:06/18/2024
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 misdelivered, i reached out to this company, weeks and weeks of zero replies they basically just send me a form that says i need to figure out in the future to ensure how to get my delivery, i don't even know what that means. So now i paid $21 for one item that never even came, awful.Business Response
Date: 06/20/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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: 06/25/2024
Complaint: 21868139
I am rejecting this response because:
****** said he cannot help so i need you guys to fix this and refund.
Sincerely,
*********************Business Response
Date: 06/30/2024
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 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: 07/02/2024
Complaint: 21868139
I am rejecting this response because:
i sent now SIX replies to that email over the past month with ZERO replies back
Sincerely,
*********************Business Response
Date: 07/02/2024
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: 07/03/2024
Complaint: 21868139
I am rejecting this response because:
this doesn't solve my issue.
Sincerely,
*********************Initial Complaint
Date:06/12/2024
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 problem has been going on for two months and has yet to still be resolved. I was told to email them so I can receive my refund and I have tried on multiple occasions and have not heard back. Anytime I go on their chat to try and get help they tell me to contact them through email which I reply I already have but no one is getting back to me. I cant believe they have their customers jump through hoops just to try and get a solution to their problem. At this point I just want my refund so I can move on and support a company that actually cares about their customers and helps them in a timely manner. This has gone on for too long and I want this done and resolved as a company should help their customers and make them a priority. So disappointed.Business Response
Date: 06/13/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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: 06/14/2024
Complaint: 21838535
I am rejecting this response because I have been in communication with the payments team and they havent responded back. Thats the problem that I previously stated. And now you want me to go through the process of disputing it with my bank when you can just initiate the refund? Again, wanting your customer to jump through hoops even though you can easily help and fix this. *** never had to go through this with any company. Its disgusting. Just please for the last time initiate my refund so I can be done please. Do your customer right. This has been going on for two months. End this now so we can both move on.
Sincerely,
*********************Business Response
Date: 06/16/2024
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 ***********************************************.
Initial Complaint
Date:06/10/2024
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.
On 6/7 I placed an order for delivery from 8 to 9 pm. I sent a message to cancel this when I was told this time wouldn't work. Shupt still decided to deliver it the next morning despite me not checking the box for contactless delivery. Order #*********. I never received the order but was still billedBusiness Response
Date: 06/13/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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 ***********************************************.
Initial Complaint
Date:06/07/2024
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.
I purchased some orders with this app and received my items, but I never knew I would be charged more than the actual price after the transaction. It was not a temporary authorization charge. This charge is permanent and I was not informed of it prior to purchasing. The customer rep told me that shoppers find out after they were charged. They contact the company to find out the info. Well, that's how I found out. I'll never use this app again!Business Response
Date: 06/13/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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 ***********************************************.
Initial Complaint
Date:06/07/2024
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.
I ordered my cell phones like five times they didn't not tell me the truth or get my order correct when I ordered groceries I been over there s lot of time and I know the prepaid and other cell and services they offer like the cellular ******* and other. They cost me a lot of money from target they did not try when I ordered the modem they gave me one that was broken. It cost me millions of dollars and seeing my uncle *** off to the next life.Business Response
Date: 06/16/2024
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.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:06/04/2024
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.
Ive been going back and forth between Shipt and Target for a while now about 2 separate items Ive been trying return. I tried returning the ******** from Order ********* just 2 days after receiving them and the ** ink cartridge from Order ********* the very next day after receiving that. Target keeps telling me that I have to contact Shipt and the times of contacted Shipt I was told I have to return them to Target. I keep getting bounced back and forth so I'm not sure what to do...all I wanna do is return these 2 items that are still brand new.Both times I originally contacted Shipt customer service by phone within a couple of days receiving these 2 items and they told me I could return them to Target. I also used the chat feature and I was told the same thing. Now that *** contacted Shipt by email and theyre telling me that Target returns have been paused and they cant help me. I would like a refund for these 2 separate items.The 2 items are ** **** ** 65XL Original Single Ink Cartridge - Black (HEWN9K04AN) Order #********* and ******** Boys' Learning Designs Training Pants Giga Pack - Size 5T-6T - 48ct Order #*********Business Response
Date: 06/13/2024
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.
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 $92.77 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 ***********************************************.
Customer Answer
Date: 06/18/2024
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,
*************************
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