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:05/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I never received any confirmation or cmmunicatiom about my order *********. I received notice to my app after it never went through. No communication or notice. It says it was delivered but no box was even put as leave at door so someone should have at least contacted me. I was charged ****** and am requesting a full refund.
Business Response
Date: 06/11/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.
We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the member has been in communication with our Payments team regarding the 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:05/28/2024
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 don't know where this order came from *********. I received notice to my app after it never went through. No communication or notice. It says it was delivered but no box was even put as leave at door so someone should have at least contacted me. I was charged ****** and am requesting a full refund.Business Response
Date: 05/28/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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: 05/28/2024
Complaint: 21759226
I am rejecting this response because:I was never in contact with the payment team
Sincerely,
*********************Initial Complaint
Date:05/23/2024
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 May 22nd I received a notification that an order was placed my account. I never received anything nor I did place this order. This order was for ******. I tried reaching out to support multiple times but never received a response. Thank youBusiness Response
Date: 05/23/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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 $183.33 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:05/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order #********* I have an order thats almost $400 and I reported that I received the wrong order about 30 mins after it was delivered. The reps via chat were so unhelpful and useless. They told me to email ************************************* I did and they took 4 days to respond... The man said in order to investigate they need to see my license and proof of residency and I asked why is that needed to refund my order. Yall dont need to that to make an order so you dont need that to refund. Thats such a weird request and has nothing to do with refunding me. Im not providing that because thats weird... If I dont have a full refund in a week, a dispute will be filed, and I will be further reporting them.Business Response
Date: 05/21/2024
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: 05/22/2024
I will file a dispute then since yall are no helpInitial Complaint
Date:04/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear BBB and Shipt,I have been a loyal customer for a long time and I am always happy with it until recently. Recently, Target.com stopped letting me using my Shipt membership on their website. They forced me to buy their Target Circle 360 membership which is still provided by Shipt. I really want Target to still honor my Shipt membership and just give me $49 Shipt credit. I contacted Shipt but did not find a reasonable reply. Thanks!Business Response
Date: 05/04/2024
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.
We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We have issued a credit today to the customer's ********************** account totaling $49 to satisfy this BBB complaint. The member should see that reflected on their Shipt account next time they logon. The credit is only applicable towards their next order on Shipt.com.
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:04/24/2024
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 groceries from Target and Shipt is the delivery service. On the order, I chose the box for the order to be delivered that evening, January 2, 2024 between 9 pm and 10 pm. At approximately 7:45 pm Shipt sent a notice from that they would not be honoring the agreement to deliver the order that evening and instead they unilaterally decided they would bring it the next morning. I received their notice when I wondered where the order was which was approximately 9:35 pm. I went onto the site where I had placed the order and edited the special notes to indicate nobody would be home at that time and we needed to schedule a different time. When I tried to call them to do this there was no answer via phone. The next morning $140.89 worth of groceries were left on my doorstep with nobody home. When I did return home, I discovered torn bags and the heavier items strewn around my yard because the order had been stolen. I immediately called and Shipt chose at that time to stop my membership without refund ($49) and refused to take responsibility despite delivering at a time I did not ask when nobody was here.Business Response
Date: 04/25/2024
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 refund the customer at this time since they went through Target's billing system.
While we do not have access to charges made through Target.com, Target can be reached at ************** should the customer need to contact them directly.
Customer Answer
Date: 04/29/2024
Complaint: 21618047
I am rejecting this response because:I concede Shipt wrote in the ability to steal the fee they charge a consumer at any time they so choose for any reason they so choose and therefore I must accept their theft. Contractually, that indication is present. There is no indication that they can also deliver at the time they so choose ABSENT THE CONSENT of the person who made the order. Such an indication would equate, I trust, to notation by the Better Business Bureau in the profile of Shipt as warning for consumers to understand prior to engagement with these thieves.
To the point of the food delivery picked up by Shipt as my agent per that membership which was active at that time: Target has indicated any nonfeasance, misfeasance or malfeasance regarding Shipt's CHOICE to alter the delivery time and subsequently leave the groceries in my front yard despite my indication(s) in the notes of the Target system directly asking that Shipt refrain from doing so and we schedule a time when someone would be home to receive them. This instruction was further indicated to the delivery person when she sent a message indicating delivery would be made at the time Shipt had chosen absent my agreement (and hours later than the actual contracted agreement time of 9 pm the prior evening). At that time, to the Shipt delivery person, I directly asked/indicated not to deliver the groceries because 1) it was not a time I had selected in any manner and 2) I was not home and would not be for two hours and that the neighborhood was notorious for people stealing from the front stoop. Again, Shipt unilaterally and WITHOUT MY CONSENT changed the delivery time to a morning slot after I had chosen for the groceries to be delivered the prior evening. Therefore I maintain Shipt's act(s) of misfeasance particularly when I indicated to their person NOT to deliver at that time, hold them responsible for the $140.89.
Sincerely,
*********************Initial Complaint
Date:04/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I never received my order which was tagged as delivered so I contacted them through through multiple communication chains with no one being able to help me. I live on a street with two of the same road names which *** sent a picture of proof that its easily mistaken to be delivered to the wrong house. I was told I would receive a refund with customer service on the phone(twice)just for them to put me on hold for 30min and told me they couldnt help and to email them. Ive emailed with still no resolution. I am so disappointed in the lack of help from customer service. Having to jump through hoops just to get a refund that I havent received. So I was told false statements from customer service that I would be refunded with that obviously not happening. I will not be ordering from them again. They dont care about their customers and what they put them through. Even customer service chat said they couldnt help. Why have a customer service team if you cant actually help and send them to a second party? So frustrating and disappointed.Business Response
Date: 04/16/2024
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 ***********************************************.
Customer Answer
Date: 04/17/2024
Complaint: 21571829
I am rejecting this response because:
Sincerely,
*********************Customer Answer
Date: 04/17/2024
I declined the business response because the email they sent me was wanting personal information that I do not feel comfortable enclosing. I have talked to endless representatives with no solution. Im just passed around to the next person. What Im asking for is not anything that shouldve complicated for the business. They make it a hassle for customers to receive a resolution. Like they dont have your back if something goes wrong with your package or lack of receiving it.Business Response
Date: 04/18/2024
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:04/08/2024
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.
Hello, this inquiry is regarding order #*************** . On March 4th, I placed an order through Shipt on Target.com, requesting a contactless delivery. However, the driver mistakenly delivered the order to a neighboring house and provided a photo of the delivery, showing an individual at the door. Despite my efforts to report the issue to Target, they were uncooperative. Target contacted the Shipt team, who refused to refund me because the driver claimed to had handed the delivery to someone. This contradicted my request for a contactless delivery. Both Target and Shipt failed to address the issue satisfactorily, leaving me disappointed with their customer service. It was my first and last time using their delivery service. It's frustrating that there are no consequences for incorrect deliveries, highlighting a lack of accountability in the system.Business Response
Date: 04/14/2024
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.
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 $287.91 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:03/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 25th, I placed a delivery order on the Shipt website. Order number is #*********. Its my first time shopping with this fraudulent company and they have the **** audacity to refuse me a rightful refund after their shopper STOLE MY GROCERIES. So heres the story:The shopper assigned to my order was a man. While he was shopping, I was still at work and was in communication with him throughout the process. The shopper knew I WASNT HOME. He knew my neighbor was home! My neighbor was home and knew to pick up my items once he arrives. When the driver notified me he dropped the items off, I IMMEDIATELY called my neighbor to pick up the items. It took her SECONDS to head downstairs to find NOTHING! Im very confused, the driver took a picture of where the items were and yet it wasnt there! SO THEN WHERE IS MY ORDER??? I got home 30 minutes later and we searched everywhere! The whole time I kept calling the driver! My neighbor and I called the driver over 50 times, HE BLOCKED MY NUMBER!!!! The thieving shopper STOLE MY ORDER, he took the picture as proof and then stole my **** items! I reported this to shipt and all they kept bringing up was the photo the shopper uploaded! Shipt was basically calling me a liar! Shipt told me that once the items are delivered its now the customer responsibly, BUT THE PROBLEM WITH THAT IS I DID NOT GET MY ORDER IN THE FIRST PLACE!!!!! TO CHARGE ME FOR AN ORDER THAT THE DRIVER LITERALLY STOLE IS FRAUD AND THEFT AND I WILL NOT STAND FOR THAT!!! Not once did Shipt reach out to the shopper! Its literally not new for shoppers to take a picture of an item and steal it right after! Shipt did not investigate their driver!Shipt I did not receive my order! I dont find it right how youre letting your shopper off so easily when he had my order last! Im telling you that I did not receive the order I paid $200 for! Instead of launching an investigation, youre brushing me off and calling me a liar! I AM DEMANDING MY FULL REFUND.Business Response
Date: 04/05/2024
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: 04/06/2024
Complaint: 21501709
I am rejecting this response because: I have been in communication with your payment team and you incompetent people refused to give me my refund! So I sent another email and theres no response! I will NOT contact my bank because my bank did nothing wrong! YOUR THIEF OF A DRIVER IS THE ONE WHO STOLE MY ORDER ! YOUR COMPANY AND THE SHOPPER AARE SCAMMERS! I will not put this on my bank, YOU SHIPT WILL TAKE RESPONSIBILITY FOR THIS!FULLY REFUND ME NOW!
Sincerely,
*************Business Response
Date: 04/14/2024
As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to 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: 04/15/2024
Complaint: 21501709
I am rejecting this response because: I WILL NOT FILE A DISPUTE WITH MY BANK! YOU ARE RESPONSIBLE FOR YOUR DRIVER WHO STOLE MY **** ORDER ! THEREFORE YOU WILL BE THE ONE TO REFUND MY **** MONEY BACK TO MY ORIGINAL FORM OF PAYMENT! The fact you even suggested that shows how guilty you are and shows that you fail to accept responsibility for your driver who is a THIEF !
Shipt is hiring drivers who are thieves! Shipt is not accepting responsibility for their driver who scammed me ! He took a picture and ran off with my **** order! I am out of the order and my **** money! Shipt didnt even investigate their driver! This shows how useless, incompetent, lack compassion, not accepting responsibility, and money hungry this company is! Shipt, ISSUE MY **** REFUND NOW! YOU ARE RESPONSIBLE FOR THIS, NOT MY BANK! GIVE ME BACK MY MONEY YOU FRAUDULENT COMPANY!!
Sincerely,
*************Initial Complaint
Date:03/21/2024
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.
Shipt has been charging my credit card a monthly fee for an account under a different name. The charge of 7.99 happens on the 10th of every month. I have reached out to customer service several times including by email on 10/13/2022, 6/30/2023, and 3/13/2023 about these charges. At first their customer service just said that it was a duplicate account and that it would stop but it has continued. Finally a representative last week looked further in the system and found that my credit card number was tied to an account with a different name. She would not disclose the name, but did confirm that it is not my husband, who is the only other person on our credit card account. They gave me direction to dispute the charges with my bank, I did so and also canceled that credit card due to this fraud. As of today I have been reaching out for over 2 years they have only refunded 5 months charges. The customer service representative who found the issue did acknowledge that this should have been caught at first and that the multiple times it was missed was an error on their part.Business Response
Date: 04/05/2024
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 $175.78 charge associated with the customer's membership charges. We have sent the customer an emailed receipt for each of the associated $7.99 charges to their card ending in 1007. 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: 04/10/2024
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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