Sept. 3, 2022, 5:10 a.m. by Bynthia
Shipt Shopper messed up my order completely. I took screenshots as proof of what he did. He then marked my order Complete and I got a receipt from Shipt. The receipt e-mail says to reply directly with any concerns regarding this order. I wrote a detailed message and included the screenshot, more than enough evidence of the problem. Customer Service did nothing at all. Not even a response. I waited over a week. No response, no credit, and no resolution. I wrote back to the same address and said I would stop payment on this charge with my credit card company. Still no response whatsoever from Shipt customer service. I submitted the dispute with my credit card. Shipt didn’t even respond to the card company.
My husband was in a catastrophic accident and airlifted to Houston. I am staying in hotels and apartments to be near my husband, and relying on grocery delivery since I am from out of town, have no vehicle, do not know the area, and stressed by caring for my now-quadriplegic, ventilated husband. Shipt never replied. I tried to place an order recently, and the app said my account was inactive. I called customer service and they worked on it and said it’s resolved, place your order, and we hung up. I tried again but still couldn’t place the order, “Account Inactive.” I called customer service again, they said my account is in good standing and there is no reason I should be getting that message. I’ve now spent HOURS on the phone with Shipt instead of at the hospital with my husband. Customer Service contacted Technical Support and they tried to place the order for me but got the same error message. I asked for a supervisor and he couldn’t figure out the problem either. There were no notes or actions taken on my account officially, and four departments within Shipt had no idea what to do.
Finally, I asked to be transferred to the Payments department. The supervisor contacted them and was told that Payments decided to make my account inactive, apparently as punishment for submitting a complaint. This is not only inappropriate and retaliatory, but obviously unethical and against all company protocol, since nobody in any division knew it happened. Whichever fool in Payments arbitrarily decided to abuse their power by inactivating an account when the Account Owner had done no wrong, did so without any trace; nothing noted on the account, and no communication, warning, or notification to the Account Owner.
On Thursday, my family desperately needed groceries as we are in the heart of the medical complex, with no grocery stores nearby. Because this fool in Payments attacked our family in this way, we literally had no groceries Thursday night. The Supervisor acknowledged this behavior by Payments was horrible, but said he couldn’t give me their phone number and they would not reach out. I had to contact them. So that’s their policy. One day, when you try to use your Shipt account that’s fully paid for the year, and it works for every single step (selecting stores, shopping, adding delivery address and tip etc) except “Submit Order,” you get to magically figure out that some dirtbag in Payments quietly inactivated your account without telling you or anyone at Shipt. Then you get to figure out how to try to contact them even though you don’t know who did it and don’t have their e-mail address.
Again, the Supervisor admitted this was not only wrong but highly inappropriate behavior by Payments, because my account was prepaid for the entire time (2 months!) they closed my account. The Supervisor promised that his Manager would call me the next day after speaking to Payments, and that if I would just e-mail Payments at the address he just found for me , I would surely have my account reactivated by Friday. I never got a call from the Manager and Payments ignored my e-mail. The person in Payments who did this needs to be identified and fired, and Shipt needs to be held accountable for this outrageous behavior, and pay me for two nights my family went without food because of their criminal behavior. We will be unable to buy groceries for Labor Day weekend.
Click here to see the complaint and comments
