Instacart Reviews

Instacart has officially lost me as a customer. The app blocked because it is asking for an ID and credit card copy. There is no way I would ever do that. Now, it will not let me delete the account. I have asked customer service to delete the account....they will not. I am highly disappointed in Instacart.

I’ve had mixed experiences with Instacart, so I want to leave a balanced review. On the positive side, when I’ve had normal order-related issues in the past—such as missing items, incorrect items, or delivery problems—customer service has generally handled those matters appropriately. Credits or corrections were usually processed without much trouble, and I had no major complaints in that area. My recent experience with a billing and membership renewal issue was very different.

They pay horribly you rely heavily on customer tips. Everything is based on your customer reviews how fast you shop how fast you deliver. However, if you get one bad review there's no way to dispute it, and your customer score goes down immediately which you need to keep your customers score at a certain level or you stop getting batches. So I pride myself on getting a lot of customer compliments and I provided pictures that show such but my customers score has not moved in months because I had one order that was two customers that I was shopping for and I accidentally mixed up the two orders and delivered them incorrectly.

Instacart charged me $18.18 over the price that was actually charged at the grocery register to the shopper. When I attempted to get a credit, and itemized the overcharges - for example, they charged $3.81 for .35 lb. of fresh ginger, which, by the store's prices should have cost .87, calculated @ $2.49/lb.- it was impossible. The "help center" sutomsted response said they would get back to me eithin 24 hours. Five days later, using the chat feature to actually get a human helper, she was unable to figure out how to resolve the issue; and, despite my detailed itemized reports, she simply ended the chat without resolving the issue. Nor does Instacart provide any assistance via email, as their email "help" address is actually not monitored!

I made the mistake of trusting this company. I shop at Meijer very frequently on Wednesdays. They have the BEST sushi, and on Wednesday it is half price. Insta-rip-off did the right thing the first few times. So I was stupid and trusted them. But when I checked my past orders, they charged me full price. When I tried over 6-7 times to get them to do the right thing. They refused and said I didn’t complain fast enough. Then they tried to say if it isn’t an advertised sale, then they don’t have to give it to me at that price. So I said where does the extra money go? They didn’t have an answer for that. I give them -10 stars.

Honestly, Instacart sounded super convenient, but my experience wasn’t that great. A few items were missing, and some replacements just didn’t make sense for what I had ordered. It felt like there wasn’t much attention to detail. The delivery also came later than expected, and the updates weren’t very accurate. I reached out to support, but it didn’t really solve much. It’s an okay service if you’re in a rush, but not something I’d fully depend on.

Instacart is terrible now that you all have offshored customer support overseas. They don’t understand much & are unable to assist. Terrible business move, and I will be deleting my account. I will also spread the word to family and friends.

On April 7th I sent a grocery order to my parents’ home in New Jersey as a contribution to a party I could not attend. My mom signed for the delivery, which was large, but noted to the driver that 4 bottles of wine that were supposed to be included were missing. He apologized and said he would mark them as undelivered. He did not. So, when I received the receipt shortly after, I then marked them as missing. I received your standard email acknowledgment and then another the next day. On day 4 I received an email saying that the order has been signed for and nothing more could be done, I would not be receiving a refund.

Put in an order for a $25 credit toward next order, just needed to spend $100. Watched order actively adding replacements the Instacart shopper could add to keep over $100. They did not listen to the order updates and my order dropped to $98. Was declined the $25 credit- cancelled my Instacart account. Customer service was terrible, they lost out on hundreds of dollars over a small credit.

Very bad experience with the corporate office, the manager and supervise. They deactivate my account for asking question about overcharge, so they deactivated my account and to re-activate it they keep asking for copy of my Visa card and my driver license. This company is going under. Very bad customer service completely. They need definite overhaul from the inside of the company. And refused to give me my receipt.

Instacart is supposed to provide a discount to members who receive SNAP. The discount is only for one year, and this does not help at all! When you reach out to customer service, they are rude and dismissive. Take the discount away if it's not going to actually help. I'm disabled, and I can't afford the regular membership price. If Walmart can give us a discount, what is the problem with Instacart???? And then you're paying all this money just for the in-store shoppers to give you replacements you didn't even ask for and don't match, or they're just nasty and deliver the order damaged or missing stuff... Orrrrr you might be lucky and get someone else's order. Let's not forget when you expect one person to deliver, and not only is it not them, but there's some unknown person with them!

Late shopping, unresponsive shoppers, wrong. Items shopped, poor substitutes, shoppers rude, deliveries late, delivery instructions not followed, customer service useless, always accept our apologies, and "We'll refund your Instacart account." What good is that if you never plan on using Instacart ever again? And accept apologies? Why it's a recurring issue and you figure. Out what it should cost in total including fees and service charges, and it's always much higher in. Cost also Instacart puts a hold on your bank account, and it takes days to have the hold taken off causing more harm financially. I can do my shopping through Walmart, have it delivered on time, all free of charge and only pay my membership fee. Of like 6.95 monthly and no extra charges. No holds. On bank cards either and 100% better help through customer service. In my eyes Instacart is a rip-off.

I purchased a tv through Instacart and it was delivered. I found a better buy a couple days later and returned my tv to the store and they put the money back on the card that was used. Not my card, I have been talking with instacart for my refund and they say the card was not theirs. So I am out my tv and $120.00. I think that the shopper used her card and she now has the refund so she earned an extra $120.

I made an order yesterday. The order total came up to $19.01 initially. The delivery person came to my door. I mean, I saw them on my camera! He checked the address on my door and walked away with my order. So, I contact Customer Service through chat that issued me a refund for $13.12. Where’s the rest of the money?? And not only that, while I was on chat they charged me again before they did the refund. So, they charged me double! Then gave me back $13.12 which is half of what they took in total! To sum it all up, they never really gave me a refund because they took the money twice. That is shady business and I will no longer be using Instacart. I do not trust them. I’ve never been through that with them before, but that one time is enough for me!

If I could give it a negative 5 I would. I recently placed an order for Starbucks and my order came completely wrong. The drinks were spilled all over the place and looked like they had been tampered and didn’t provide any straws for the ice string and no napkins. The driver just dropped them at the door and disappeared within 30 seconds.. I called Instacart to resolve the issue, and they told me that I need to call Uber Eats to complain with them because that is who fulfilled the order. I asked them why they can’t just refund me or replace the order and they said that Uber eats is responsible because they partnered with them.. I then asked them to take responsibility for the partner that they’ve chosen and to resolve it on their end because I ordered through Instacart, not Uber eats, which they absolutely did not accept.

I had an item that the shopper was not able to procure for the order. When the shopper left the order at my door, they messaged me letting me know the item was unavailable. It is the shopper's responsibility to mark an item as unavailable during the shopping process so that the customer will not get charged for that item. My assumption was that since the item was not available, the shopper followed this process. It wasn’t until I opened my app almost a week later to place another order that I realized I had been fully charged for that item. This is because just happened to view the receipt for my prior order. Instacart refused to refund me for the item, even though there was a digital trail of what happened since the shopper initiated communications regarding the item not being available.

I will never use Instacart again. They don't seem to care about their customers like other businesses do. The driver stole my groceries and now I'm without my food and my money to buy more. So I have to wait for days until the refund gets back on my debit card and all they did was give me a $5 credit and insist that's all they can do. Unbelievable. Never again.

If I could give our shopper, Kenya, a 0, I would. We had a fairly small grocery order that included a case of bottled water (which we paid a heavy weight service fee of $5.63 for in addition to the $7.99 delivery fee). Our shopper called when she arrived and said she couldn’t carry the water. She proceeded to drop the case in the street (per the doorman) and managed to gather 3 bottles as the rest rolled down the hill. She threw the three bottles along with the 3-4 bags of groceries on the chair in the lobby. The doorman said she was something. We spent over an hour on the phone with InstaCart for over an hour trying to rectify the situation. They refunded the damaged goods, but they would not refund any fees (including the service fee for the heavy weight item). They also would not send another driver with the water. Zero stars for the shopper and one star for the customer service. March 25, 2026.

Orders paid for express are over an hour late and then they charge you for canceling. They have gone down hill immensely.

I purchased groceries online for pick up at Publix. Publix uses Instacart to do the online grocery pickup orders. I picked up my order and when I got home realized many items I was charged for were not in the bags. I called Publix and they said it was a problem for Instacart. I called Instacart next and they took down all the items to be refunded with the price of $117.46 to go back to my card of payment. That was March 16. Then on Tuesday, Instacart emailed me and wanted me to give another list of the items through email. I went to see my receipt online and Instacart had removed it. I couldn’t recall all the items without the receipt but told them I had already done this verbally with a customer service rep at Instacart. They then deactivated my account so I couldn’t check anything.

App misleading on the charges for membership. This app automatically charges 99 instantly. You have to call customer service to get it changed to monthly membership. Not Senior Citizen friendly or Special needs friendly. You will constantly have to speak with customer service who are brainwashed into charging 99 dollars because agent slipped and said the 99 dollar plan when I was on the phone with them. Membership I will not purchase again and use a prepaid credit card.

Charged for an account I never did. Fraudulent and sent them all the needed information and they said they could not find it. But yet money was taken from bank account. Went back and forth. Finally after they answered and told go through my bank, which is cancel card which pays my bills and wait for a new card. THEY DO NOT REFUND.

Worst customer service I have ever experienced when contacting Instacart about a refund for 2 missing items in my order in the amount of $12.98. They claim the refund was issued back to the payment for that order. But there is no refund on my debit card. They told me I needed to contact my bank, which I did, and there is no refund of $12.98. I will NEVER use Instacart again!!!

Mildew fruit and they want me to take a picture and open up this mildew fruit. 😂😂😂 I'll go shopping for myself then told me I had free deliveries. That was a lie also then the driver didn't even ring the doorbell. Just left the food outside.

We utilize Instacart on a regular basis and appreciate the service and quality delivery. We have ordered from many local stores and support the efforts of the drivers by tipping and rating the service. Most drivers are professional and kind. Give it a try if you don't wanna go out in the rain. Pajama day or just plain pooped. The shoppers are dedicated and committed to provide quality service. Highly recommended.

If I can give it a zero and I will give it a zero. I always have problems with Instacart. I order three hot sandwiches from Publix and it always goes to the store next to me but all of a sudden they're going to give it to a store that's over an hour away. Sandwiches came cold, they were all hot sandwiches, they were supposed to be but they came cold and they weren't good. Shame on instacart for not letting people know that it's going to randomly select a store which that is not correct. It should not do that but instacart is horrible

I was charged a $15 cancellation fee for an order that was supposed to be a priority order and delivered within a certain time window. The first representative told me there was a glitch in the system and that the shopper should never have picked up my order. Even after admitting that, she refused to refund the $15 cancellation fee. She then brought up a previous $15 courtesy reimbursement from another order, which had absolutely nothing to do with this current issue, and said there was nothing she could do. I was transferred to another department, and that representative simply repeated the same thing.

I had the worst experience with Instacart. My orders never showed up and tried to say I didn’t answer my door. I had my door wide open waiting for them to show. And they lied and said I wasn’t there and cancelled my orders.

The helpdesk is very rude, repeats themselves over and over and comes up with stupid excuse for my food, not being here. Four hours late. Supposedly my order was completed on the way to my house and the person supposedly had an emergency. Took my groceries back to the store and then a new person was supposed to get my groceries again with half of the things now missing and four hours late.

I am writing to express my extreme dissatisfaction with my recent experience. I found the advertising to be misleading and the delivery service was completely unacceptable. Short the stock! Short the stock!