Instacart Reviews

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About Instacart

Instacart is a grocery delivery service that allows customers to shop one app and get access to multiple stores. Users can submit a grocery order online or through the app and have groceries delivered straight to their door for a one-time or monthly fee.

Pros
  • Order from many stores on one order
  • Direct contact with personal shopper
  • Flexible delivery options
Cons
  • Prices may be higher than in store

How does Instacart work?

Instacart hires background-checked and trained personal shoppers to handle your grocery shopping. All you have to do is put a list together, schedule your delivery, pay online and receive your order. Here’s how it works:

Put your list together
Creating a grocery list on Instacart is simple:
  1. Enter your ZIP code to find out which local grocery stores partner with Instacart.
  2. Browse the different grocery stores and pharmacies to find the items you need. You can browse by item name or department.
  3. Add items to your cart and review your final selections.
  4. Check out by entering your payment info and scheduling a drop-off window. If you are ordering from multiple stores, you need to designate a drop-off time for each location.
  5. You also have the option of sharing a cart with friends or family. This is a great way for families to add what they need to a single cart, but payments can’t be split up.
Replacements
If your shopper gets to the store and an item on your list is not available, they replace it with the product’s closest match, replace it with something different from a list of approved items or skip getting the item altogether. You can choose which option you prefer when creating your grocery list.

If the replacement item is a different price than your original item, you receive a refund or are charged for the difference in cost. The Instacart app lets you communicate with your shopper during the process so you can add things to your order and see replies and updates from the shopper.

Schedule the drop-off
Once you create your list and complete your order, it’s time to pay and schedule a delivery. You can schedule the delivery within a few hours or set a day and time that works with your schedule.

During checkout, you can include delivery instructions for the driver, including gate codes, apartment numbers, parking instructions or ways for the shopper to identify your home.

Track the order and receive your groceries
It’s easy to track your order status with the Instacart app. Tap the “Account” icon, click on “Your orders,” and then tap an order to view its status. You can see the progress of your order directly on the app and get real-time updates on what items the shopper has already picked up for you.

When the shopper leaves the store, you receive a notification about the estimated time of arrival and an option to click and follow the driver’s progress.

Instacart Express

It’s worth looking into Instacart Express if you use the company’s service regularly. This monthly membership gives you access to exclusive benefits such as:

  • No delivery fees on orders of $35 or more
  • Reduced service fees
  • No increased pricing fees during peak delivery hours
  • The ability to shop at a variety of stores with free delivery on the entire order

Instacart prices

While Instacart makes life a little easier for many consumers, this convenience comes with a cost. Instacart charges a few fees to every order, including:

  • A 5% service fee on every non-Instacart Express order.
  • A sliding scale fee for alcohol purchases that varies based on how much alcohol you buy. For example, there is a $2 fee for alcohol orders up to $35 and a $10 fee for alcohol orders of $110 or more. These fees are reduced for Express members.
  • A default tip of 5% is added to every order but can be adjusted to your preference. Tips are always optional, and 100% of your tip goes to the shopper.

You may notice that your service fee changes between the time you make your order and the time your groceries are purchased. This is because the service fee is based on the total cost of the order and replacements can change that total slightly.

An Instacart Express annual membership costs $99. You can also purchase monthly memberships for $9.99 each month.

Instacart FAQ

Do you have to be home for Instacart delivery?
No. Instacart just rolled out a “leave at my door” delivery option. When you choose this option at checkout, the shopper leaves your groceries at the door, takes a photo and uploads the photo to the app so you know your order has arrived.
Does Instacart bring your groceries inside?
No. For safety reasons, shoppers leave your groceries in a predetermined place outside of your home.
Do you tip Instacart?
Yes. Tipping for great service is customary, and 100% of the tip goes to the shopper.
What stores can I order from on Instacart?
Available stores vary based on where you live. Instacart partners with Publix, Costco, CVS, The Fresh Market, Aldi, Kroger and many other popular grocery retailers.

Is Instacart legit?

Instacart is a reputable business that provides a safe, convenient way to buy groceries without needing to visit stores. The service can be a game-changer for busy families — grocery shopping is a time-consuming errand, and having the ability to assign it to someone else frees up hours in your day. Instacart is a great option for those who dislike grocery shopping or want to spend their time doing something else. The fees are minimal, and regular Instacart members can upgrade to Instacart Express and reduce these fees even more.

Instacart Reviews

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    Page 1 Reviews 0 - 10
    Customer ServiceSales & MarketingPrice

    Reviewed June 14, 2025

    Instacart tried charging me $99 for a membership I never requested. I previously had Instacart through Costco, no longer have Costco. The Instacart site would not allow me to cancel the membership. Tried the chat bot, and would not allow me to cancel. Had to call senior support. What a scam.

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    Customer ServiceCoveragePrice

    Reviewed June 14, 2025

    Delivery person packed all my items in one bag, upon unpacking the bag there were not only several missing items, 2 items I didn’t order, but most importantly there was some sort of slimy liquid spilled throughout the entire bag, ruining everything inside. I reported the incident and told Instacart that I was concerned, that this is in fact a safety issue and I wanted a full refund because I couldn’t risk eating food or feeding food to my family that was covered in an unrecognized substance, Instacart denied my request and said it is ineligible for a refund. They charged me for a full order that was not only incorrect, but completely spoiled. I would never recommend them to anyone and I will be telling everyone I know and come in contact with to stay far away from instacart as their customer service is terrible.

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      Staff

      Reviewed June 13, 2025

      I ordered groceries through Instacart on May 22, 2025. After about an hour, the delivery person said they had checked out. However, a short time later, I was informed the order had been cancelled and another driver was doing the shopping. I waited 3 hours for the delivery. I later noticed extra charges to my credit card. The Instacart people told me that the automatic hold charge was due to a couple of added items, but those items had already been paid for according to my Kroger receipt. I was then informed that the automatic hold would disappear within 7 - 10 business days. Well, 22 days have passed and Instacart will not resolve the dispute.

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      Online & AppStaffReliability

      Reviewed June 8, 2025

      If I could give 0 stars I would. The app accepted my Snap payment then charged my bank account. The specialist refused to understand that there had to be a glitch in the system. Instead of helping me, they ended the chat. This is not the first time I have had an issue. They used to be reliable. Now they are a liability. I feel like I got robbed and there’s nothing I can do about it. Don’t use!!!

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      Verified purchase
      Customer Service

      Reviewed June 6, 2025

      I don’t understand this company. They have an application, you download the application, you place your order, you put your money invest on this company products but there’s no way they can tell you if they have the product or not at your end. There’s no way for customer to know if they have a product or not before investing their money, but they don’t have they cancel your order. And then you have to wait seven days for your money to return to your bank and then when you go and check with your bank, the money is not there. You have to call them again they don’t have a invoice number so at least you can dispute your case with PayPal. It is big mess.

      I don’t trust this company and I don’t think I’m going to ever buy from them. There’s no way that you buy anything here in United States and you don’t get an invoice number. That’s no invoice number. There’s no invoice number provided to customer. Usually when you buy something from anyone you get an email confirmation with the invoice number, I didn’t get that, you have to be a member. It’s not such thing he and America every item sale in USA need to have a paper trail.

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      Customer ServiceStaff

      Reviewed June 6, 2025

      Horrible. They just are a bunch of crack dealers high on robberies. They deliver elsewhere and then call text and come to the door and pound to make you open it. Pushing you also to take things from other doors (opened? tampered?) it is just Dangerous. I am in NYC and there are robberies everywhere. Instacart won't even help, they won't refund. They keep pestering, bullying, gaslighting, hanging up and handing to the next and next and next person on chat. I lost all my money to my groceries and now someone else has it. MY DOOR DOES NOT EVEN LOOK LIKE THE DOOR THEY PUT IN THE PHOTO .. and as we all know we need groceries to live. So it is a straight out attempt to kill people without foods and water. What if they have babies??? I won't have water and food when I run out. Let's see how long I can do it .

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      Customer ServicePunctuality & SpeedStaff

      Reviewed June 5, 2025

      I recently had an incredibly frustrating experience with Instacart. A female shopper initially accepted my order, but a male driver ended up delivering it. He seemed to be in a hurry, quickly dropping off the bags before leaving. As I put away my groceries, I realized my order was incomplete. I immediately tried to contact customer service, but communicating with them was nearly impossible. Despite explaining the issue and submitting a formal review request, they refused to issue a refund—almost $200—citing that GPS showed the driver had been at my house.

      To make matters worse, every time I attempted to get my case reviewed again, they blocked my email, cutting off any further contact. Then, they went even further and locked me out of my account entirely, preventing me from accessing proof of my conversation with the delivery person. I would love to share a receipt or a photo, but as I mentioned, I no longer have access to my account. This was by far the worst customer service experience I have ever had. The complete lack of professionalism was shocking, and I will never use Instacart again. I will also warn others so they don’t have to go through the same frustration. If I could give them zero stars, I absolutely would—but unfortunately, the system won’t allow it.

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      Customer ServiceStaff

      Reviewed June 1, 2025

      The customer service is terrible at Instacart. I ordered groceries at 11am today. I was told my order could be completed at 6:24pm. I called Instacart twice to be told two different stories. The woman representing Instacart was rude and I made it clear this is not my problem. Also they took my money and I have no groceries. Now I am out of my money and I have to go shopping. Don’t waste your time with this terrible company. They don’t care about you and just take your money.

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      Customer Service

      Reviewed May 31, 2025

      Notice that 99% of all Reviews of Instacart are one-star reviews. That says it all! I.C. has a deliberately designed refund process that is sooo onerous by design that it is not worth the wasted time & grief - terrible offshore call centers, bad English, bad telephone systems, bad attitudes, & worst of all is bad onerous procedures. It is easier to open a dispute with one's credit/debit card. Better yet, avoid I.C. unless you are a masochist.😱

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      Verified purchase
      Customer ServiceOnline & App

      Reviewed May 31, 2025

      Ordered at 1 pm to get delivery at 4:45 pm. My frozen wild caught raw shrimp sat in a hot sunny car for over an hour and a half! That is a health hazard. It's 82° outside. My frozen popsicle were melted, my organic juice that needs to stay refrigerated. The app says climate-controlled, they lied. It was in the box from the store and never put in a cooler of any kind. They no longer text you so you can help them find something that said Many In stock because the workers are lazy! They won't issue a refund. Only a credit, which I will never use them again after waiting 5 hours to get my food so I can make dinner. They kept me on the phone for an hour saying they can't do a refund. Only a credit. Stay away from this company!!!

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      Instacart Company Information

      Company Name:
      Instacart
      Website:
      www.instacart.com