At Shipt, we believe grocery delivery is more than a convenience – it can be a lifeline.

We know that regular delivery of fresh and nutritious food can improve health outcomes, while also minimizing the hassle that may come with having to transport heavy groceries from a store back home. This can be especially true for our most vulnerable neighbors, like seniors or those with disabilities. In fact, among Americans aged 60 and older, more than a quarter have a disability or live alone. 

That’s why Shipt is working to ensure our services are accessible, reliable, and easy for all of our customers.

“As someone with a disability, this line is extremely valuable to help people feel more independent, included, and seen,” shared Elio R., one of Shipt’s senior support specialists. “These interactions differ from typical calls because we’re not just fixing a problem, we’re validating somebody's needs, meeting them where they're at and showing them that we’re willing to take the time to go through everything with them step by step.” 

Accessible Assistance Customer Support Line

Earlier this year, Shipt launched a dedicated customer assistance line to make ordering simpler for anyone who may need extra assistance, including seniors and individuals with disabilities. Callers are connected directly with real people who are trained to provide personalized and supplemental help at every step. Older adults already account for 36% of total U.S. households, and there is a growing need for more accessible customer service support as this population expands to nearly 74 million by 2030.

The line offers support for several issues including:

• Creating an account

• Navigating the app

• Placing an order

• Experiencing order Issues

The goal of the customer support line is simple: to remove barriers and ensure that every customer can get the essentials they need with ease and confidence. More immediate, personalized assistance can improve customer satisfaction and build even greater trust and confidence in our services. 

“At Shipt, we believe that everybody deserves easy access to groceries and household essentials,” said Shipt VP of Experiential Operations Mark Killick. “We’re proud to launch this new customer service line that makes shopping with Shipt even more user-friendly for customers of all ages and abilities. Pairing technology with human connection is core to our mission, and anyone who calls the line will have access to dedicated customer service agents trained to provide an enhanced level of support.”

In our headquarters of Birmingham, Alabama, Shipt team members are also taking action to live up to our mission of ensuring groceries are accessible to all customers through a longtime partnership with Meals on Wheels. Since 2019, Shipt team members have delivered over 12,000 meals to seniors across Birmingham. 

With over 13 million seniors across the U.S. worrying about having enough food, Shipt works to break down those barriers through our volunteerism efforts and through our long-standing reduced membership for SNAP recipients, which includes $0 delivery fees on orders over $35. 

More than Just Technology, Shipt Also Brings Human Connection  

With a network of shoppers and drivers across the nation, many of whom live in the communities they shop in, shoppers with Shipt help deliver not only groceries, but also human connection. Feelings of isolation and loneliness can sometimes increase with seniors, but some shoppers with Shipt go the extra mile – they text them, they check in on them, and in some cases, they’ve saved lives. Some feel-good stories: 

• In 2024, a Shipt shopper, Cynthia Pacheco, saved the life of a customer who was experiencing a life-threatening diabetic episode. When Cynthia got to the house of the customer, she immediately called 911 and saved the customer’s life. 

• Malaika Barlow, one of Shipt’s most-requested shoppers, created a real bond with a customer during the pandemic. "I gave her a hug. And she started tearing up and she said, 'I haven't been hugged for so long,'" said Barlow.

• Henry Sawyer, one of Alabama’s most-requested shoppers, built a connection with a customer who is in a wheelchair; Henry says that shopping for his customers is like “interacting with my family every day.” 

What Our Customers Say

Customers have told us that the services Shipt provides make their lives easier, and that the shoppers they interact with go above and beyond to take care of their needs:

• "I always find that the Shipt shoppers do a wonderful job and for someone like myself that’s in a wheelchair. It makes it so much easier.” 

• "This app has saved me so much time! I am an older adult and will still go to the store occasionally but for buying drinks or shopping for holidays and guests, this is a lifesaver. I always tip well and have a personal shopper who does an outstanding job!"

Shipt Has a Record of Quality Service

This year, Shipt was recognized for having “America’s Best Customer Service” for the third time in the last four years. As a people-centric company, we pride ourselves on making every connection count. When our customer service representatives talk with members, no matter their level of accessibility, they’re focused on supporting them with thoughtful solutions that help make their days easier. 

To learn more about Shipt’s Accessible Assistance line, visit shipt.com/assistance or dial +1 (205) 236-0343 any day of the week, between the hours of 6am-10pm CT to reach one of our specialists.