Instacart Reviews

I grateful Instacart is there when I need to make money but sometimes it's a real pain when it says items are available when they are not. Even worse when replacement for that item is unavailable also. Even worse when the shopper gets penalties on their rating when there isn't anything I could have done to make the situation better. On top of that I would recommend getting your pay instantly rather than wait for direct deposit. You have to pay a fee but you don't have to settle for lies when speaking with customer service.

The worst of the worst customer service. It essentially does not exist. When I get in touch with a live agent, he says he will look into the issue and help me. But after waiting for over 5 minutes, the chat will time out and disconnect me. It will then keep repeating. This is the worst customer service I have ever seen in my whole life.

Today, I used Uber Eats through my Instacart account to order some breakfast to be delivered. When our order arrived, I went outside to get it and could not find it so I looked at the front door camera feed. The Uber driver brings the order, as seen on our front door camera, puts the food at the front door, took a photo of the order and walked away. Then within minutes, the same Uber driver walked back to our front door, picked the order up and walked away with the order.

I am absolutely floored at the lack of support by issues on Instacart's end. Here I spend the time to get my order placed. Watch the shopper has gotten my order ready. It is ready for pick up and I am 5 mins from walking out the door to go pick up and I get an email my order has been cancelled bc my items are out of stock which is a total lie. Because I already saw the shopper got my items ready. Then I try to reach out for support 4 times on the app. 3 of them just keep getting disconnected as soon as I get connected to someone. The 4th person tells me the "shopper" had a barcode issue and cancelled my entire order and that I need to replace my entire order. Offers no support for an issue on your company's end.

BEWARE: After paying $9.99 for the membership fee on August 14th, Instacart attempted to take out an additional $9.99 membership fee today, August 23rd. I contacted them via chat and was told that they didn't. I informed them that I had proof that they did and even after the proof, when I requested a refund and the cancellation of my membership, they said that they were unable to give me a refund. I have had them for 6 years and looking back on my banking history, this isn't the first time that if it's tempted or collected membership fees in the same billing cycle. I think it is very disgraceful and will never use them again.

Useless customer service who use stalling and frustration tactics to avoid providing customer service. Sick of pushing 1 for English and never getting someone who can speak it clearly. [outsourcing strikes again].. there's a problem with almost every order.. being disabled and in a small city, there's no other good options to get my food. The drivers take on too many orders and often forget/steal items or entire orders. The customer service won't do a thing about this. And will even go as far as threatening you if you try to escalate your complaint ["Johnny"].

Customer service is terrible. My milk exploded all over my porch and I immediately went through the process recommended by the app to get a refund. My refund never came, so I followed up with customer service and they said too much time had gone by and there was nothing that they could do. I even have photos.

Just started using Instacart so I’m very new to it, and found out they are price gouging. The prices for items at a local grocery store are more on the app than what they actually cost. My receipt shows my order came up to $137.41 but my EBT card was charged $156.59 + service fee + tip. They should not be allowed to raise the prices on the app than what the items actually cost plus charge the other fees. That’s price gouging and I wasn’t AWARE of it. So it actually cost me $35.56 more to order on Instacart VS going to the store and getting them myself. BEWARE.

Cancelled orders at the last minute. Not reliable. When I place my order online stock was available. Next day 1 hour before delivery time cancelled. Not too good for business so overall I my orders sometimes in the future again. ☹️☹️☹️

I didn't directly place an order through Instacart, but through the Meijer app which was to be fulfilled by Instacart. I never received my order. Instacart ended up canceling my order after it has already purchased and I was texting my driver (Marlon D.). He claimed multiple things were showing as canceled and that he also was talking to support however they couldn't reach him. Most ridiculous thing was the customer service agent told me I'd have to reorder my original order. Now why would I want anything to do with your service when your driver walked away with 100 bucks worth of groceries that were purchased. I never had this issue with Shipt.

This site is a joke. They do whatever they want. While one time you may have zero issues, the next time you will. The customer service platform is a don't care platform. They will reimburse but people order through them to have to service and ease. I suggest don't wait for dinner for same day. The don't refund delivery or service fees. They don't reschedule to get you your items either. They don't make you a priority or your items. I say order through the store itself instead. Several you have are wasted here.

Was upcharged over $50 without approval by me. No notice until delivery and shopper said take it up with Instacart. They said no refunds, exchanges, adjustments and that I should adjust my substitution settings.

I placed an order from Instacart that was supposed to be delivered from between 4pm to 6pm. At 5:45pm I wondered why I never received a text, call and no one rang my doorbell. I checked my cameras and found that the delivery had been made 30 minutes prior! All of my refrigerated items had been left in the Houston heat without any indication that the order had been fulfilled or delivered. This is a question of food safety! They should have the "right to deliver" revoked unless a more conscious effort to comply with basic food safety is adhered to.

Do not work for this platform, there are many issues with this platform from little to no driver support, issues with paying for products at stores as in the app wallet comes back NSF and the driver paying for the order and not getting reimbursed, DON'T DO IT.

Instacart consumers need to be aware that when they tip to these jerks they mostly do not pack. It is the cashier at the grocery store doing all the work and they reap all the glory and tips for a job that it says on the website they are supposed to shop, pack and deliver your groceries.

Instacart is an irresponsible, incompetent, and completely disrespectful company toward its customers. I ordered $197.86 worth of groceries that I never received, and their only “proof of delivery” is a ridiculous photo of groceries in the trunk of a car — not at my home, not in my possession. After insisting and appealing, they denied me any refund, credit, or redelivery, completely ignoring the clear evidence that they failed. Now, they are even threatening to block my account over alleged “failed deliveries” that are not my fault — this is outright abuse and a total lack of ethics!

Instacart customer service team are group of jerks, thieves and rude! They don’t care about their customers! Please people don’t shopping with Instacart. They’ll stolen your money and disrespect you! Stay away as much as possible from Instacart. They are untrustworthy people!! Go with door dash instead. They will better serve you and appreciate your business with them and you will be in a safe hands! Never recommend Instacart to anybody !! Poor customer service!!!👎🏾👎🏾👎🏾Booo.

SOMEONE STOLE $536.00 wiped out our entire EBT card WHICH WAS LOCKED FOR OUT OF STATE USE!!! I notified your company within hours of the charge you could have stopped the delivery BUT NO YOU INSISTED I fill out a bogus report and I would hear in 7-10 days! Then you come back and say you can't find the charge. THAT IS BULLSHIT!!! YOU COULD HAVE STOPPED THE DELIVERY. NOW I WILL HAVE TO SUE YOU AND YOU BE OUT $1076!!! Instead you protect the criminals!!! I HAVE NEVER EVER IN MY LIFE USED INSTACART AND HOW DID SOMEONE PURCHASE WITHOUT MY PIN!!! MUCH LESS IT% WAS LOCKLED!!! I suggest you get someone who knows what they are doing in your dept that handles these things!!!

Review of customer service for the delivery drivers (Instacart driver here). When I started driving for the company 2 years ago, the customer service for the drivers was decent. You were connected with help fairly quickly and you could get a reasonable resolution in a timely matter. Fast forward to 2025 and the help afforded to the drivers is so incredibly bad, I often just call it a day after having to deal with them.

I have over 400 orders with them. I was promised a refund and never got it. No one speaks English and they keep giving me the run around everytime I call in. Very disrespectful and disappointed. Shop somewhere else. They lie horribly too.

Every time I do Instacart and there is always something missing and they push you to buy something else. Or they argue with you. And then Instacart has the audacity to be like, "Oh if you want to cancel your order you’ll have to pay 15$." I don’t know how many times I got frustrated from by the shopper because in the message they don’t make a lot of sense. For example they reply was, "I did it." Did what? You need to be more specific with your words and today the reply was, "I’m not talking your lessons!" Like what does that even mean?

Their customer service policies are completely unreasonable. The free trial moves instantly into a year long membership which is annoying, but I should have read more carefully about that. However, because I use Instacart for Costco only, I did not shop again until several weeks later and the membership that I paid $111 for did not show up on my account. When I finally was able to reach someone to find out why, they said I had purchased a US membership and refused to reimburse me OR switch my membership to a Canadian membership. It's completely useless to me and all they would say was "sorry, because it's been 5 days since you bought your membership there is nothing we can do" ... From a company this big I'm absolutely shocked that they would do nothing.

Instacart is a scam, WHY? Because once they you get the membership things change over time. You are not supposed to pay for delivery, but even if you order the required amount. They still want to charge you a delivery fees. Yes the more you spend the more they lower it. Then the real kicker is you can only get free delivery when they say so. It's bad enough that they send people who cannot even speak English or Read English. It is even worst when they text and tell you, you are going to be issued a credit for a product not in stock. And then you are charge for it again. By this same person who cannot speak or read English. When my membersip is up, I am gone. Tired of being rip off by some company in California. No wonder that state has gone to the dogs.

My wife signed up for free trial back in 2021. Ordered only once since. Long story short after free trial they charge credit card for $104.94/ year. And they have been since 2021. Finally I was able to stop the auto renewal but they refused to refund the membership fee?? Be Aware!!!

I was just about to hit checkout when something caught my eye. A 5.00 long distance service fee? The store is 5 blocks away, I used another store the day before same distance, wasn't charged that then but instead of 4.95 for shopper fee it was 9.95 fee. I went to the help chat to ask them they said, Are you sure you are not looking at the shopper fee? I said it says long distance 5.00. The Rate your Experience rating ad came up so I guess I was like basically "hung up" on? So not sure who was getting taken here was it me or the shopper? I feel bad for the shoppers.

I purchased on Instacart ribs from Phillips Barbecue. The ribs were not completely done. Ordered, also chicken. It was dry and old. Instacart would not refund. My money said it was Uber responsibility. I'm pretty sure that other customers have went through the same problem with poor food that they had ordered.

Shoppers are declining. Many are gruff and brusque. Don’t speak English. Used to have pleasant shoppers who cared. Now they’re rushed and act mad. I wonder who decides will be my shopper? Are the intimidating ones winning?

I have been an Instacart shopper since 2019. During this time, I’ve experienced consistent disrespect from the customer care team. I was even banned for voicing my concerns, only to be reinstated a year later. Over the years, the pay has significantly declined, and they’ve stopped reimbursing mileage. It used to be that Instacart’s pay exceeded tips, but now the batch pay has been cut by more than half, and mileage reimbursement has been eliminated altogether. They claim that mileage is included in the batch pay, but look at the attached picture. The distance from the store to the customer is 13.8 miles one way. The national average reimbursement for mileage is $0.70 per mile. Basic math shows that 13.8 miles x $0.70 = $9.66. However, as shown in the picture, the Instacart batch pay is only $6.77. This means they are not even covering the actual mileage cost, and a shopper would be losing money on this order.

Instacart is a terrible company. Watch your bank account. They will steal from you and then run you around with their terrible customer service. They will run you around giving you no information, hang up on you and provide you with nothing but time wasted and money stolen.

Instacart as a service is terrible. They illegally put holds on funds after transactions have been made and processed for days causing disruptions in your banking. Offers zero support in fixing the issue and then blames the bank while offering nothing to help the customer solve the issues.

BAD! Does not offer delivery for by customers in a major city?? Huh???. Tried using my EBT card and realized the nearest HEB does not accept EBT (except it does!) and Instacart will not deliver. I’ve used this in a smaller town without any problems, thinking about just deleting this app and never using it again.

I purchased a pool chemical from Lowe’s through Instacart. The item I had asked for was not in stock so they sent me something else that I did not want or need. I contacted Instacart and said I would like my money back. They said they would give me Instacart credit, but would do nothing else. They also said it was free shipping but when I got my bill, it had a $2.49 convenience fee as well as a minimum tip that was required for the delivery person of one dollar. If I’m tipping the driver and paying a $2.49 service fee The delivery is not free. They have a terrible business model and are less than honest. I will not use the service again and would not recommend it to anyone.

I was in a very unsafe drop-off to me. Total pitch dark in the country to a state park that was pitch black. No camping allowed so why would there be a drop off in a park at 11:30 at night. My gut said, "Turn around now," so I proceed to turn around. Pulled into a ranger station. Nobody there but had to check with Instacart. As I was doing this I saw a old silver SUV pulling in coming from the direction I was in. Then am on phone with Instacart. Instead of saying, "Hang up. Call 911," she was telling me to text the customer which I did the whole hour drive out there with no response at all.

Always something missing!!!! I closed Instacart. They need to get different delivery people or something. There is either something missing or they don't have drivers available to deliver your items. Terrible service!!

F Instacart! Trying to order prenatals and groceries and it keeps saying insufficient funds! I have more than enough funds to cover my payment! I reached out to customer service and the rep was so incompetent and condescending! Idc blame the pregnancy hormones, but I let him have it! Still no solution as to why tf my card keeps declining! & it’s not even charging the card because my card would send a notification saying it declined and for what reason! It’s no reason for my card to decline! I just downloaded the app but I’m deleting it and they don’t have to worry about me. Wtf fix this app! Ridiculous.

I just signed up for Instacart and cannot place an order. Since I cannot place an order I contacted Instacart to cancel my membership and they just gave the run around instead of just canceling my membership.

The Instacart GPS has the wrong pointer for my address. Drivers think the dog kennel is my location. It is not, that is on the corner 100 yards short of the entrance to my address, a small trailer park. I walked out and showed the driver where I was at and he turned around and drove back to the telephone pole, not believing the GPS was wrong. This has gone on for years, Instacart should have fixed it by now or gotten a newer map.

I never signed up for this subscription. My credit card was charged $79. I've never used Instacart. She kept bringing up that I used it back in 2022. Maybe we had covid and I had groceries delivered but what does that have to do with my credit card getting charged in 2025. She kept arguing with me and bringing up 2022. I told her I want a refund like 10 times. I would not hang up cuz I'm pissed. Finally after her rudeness she refunded it but just hung up before confirming or giving me a confirmation number.

They damage my food and said that they will refund me my money on a 7-Day when a 7-Day came, they never refunded me my money and then they say, "You have 7 days to get your money." But then they says 7 days that we able to refund your money.

I placed an order from Restaurant Depot on Instacart today 7/17/25 and the charge paid by instacart was $362.13 but I was charged $486.15. Called their customer service and was told they cannot do anything about it and that was that. A complete rip off of a $124 for no reason and that is besides the instacart subscription charge and the service fee. I will be canceling my membership.

I will never use Instacart again. A shopper named Jose, took a picture of a bag, in front of an apartment door with the same number as mine. The difference was, my door has a wreath and this one didn't, we have a doorman, and surveillance cameras all around the property, inside and out. It's scary that Jose, has my real information. I don't feel safe after this incident. I did report to Instacart I never received my items, and Jose took a fake picture. All of the reviews I had read about Instacart leads me to believe this is organized crime.

I changed my email address and called to notify them. They cancelled my account and told me to start over. I had already paid a yr membership, they refused to give me my money back. Or credit it to new account. Wouldn't let me speak to a supervisor, they told me there wasn't any.

The most useless “customer service” I have ever encountered anywhere. When you reach out to account security to resolve issues they just send you the same email over and over and never actually communicate with you or help at all. I had to go through Costco’s help center to even get a beginning on help with fixing my same-day costco account that runs through instacart. Instacart does not care about its customers, if you need help from them, you’re 100% on your own. The account security team also does not have a phone number and can only be reached via email which only produces them sending you a preprogrammed response over and over.

There's no sugar coating Theft, and that's what they do. They stole $100 from me at the end of 2023, never refunded it and I didn't use them again until 2025 (sheer desperation during illness) to which Shoppers scammed through cheaper items than what I selected but never used the 'Replace/refund' so I would routinely get billed for a more expensive item but receive a cheaper/lesser quality item. Many times I waited over 4 hours for an order as Shoppers do so many orders at once that they cannot fulfill them using the times given at order. Most recently during my last order they took $220 to cover my order to which the entire total on completion was $172. Then, they took an extra $50. My last $50 that I had reserved for other needs.

They are not reliable. I ordered a bottle of brandy and bourbon and they charged me. Showed they picked it up and gave time of delivery. 1.5 hours later when they showed they were 7 minutes away. The time suddenly increased and then they canceled my order. Of course at this point the liquor stores were closed. Refusing to refund my $99 fee I paid 2 months ago so filing breach of contract and deceptive trade practices. They are BAD.

They tried to charge me $100 for cancellation made by their delivery person. She said she could not find me to leave the order at my door. But, the order contained alcohol which I have to sign for. She stole the order but the alcohol included in the order, discovered her lie and theft

I used the COSTCO same-day delivery service but unfortunately it is run by Instacart. Got an item from COSTCO exact same weight with estimate, got a bill 30% more than estimate, and 50% more than actual price tag, you tell me this is fair.

Had been using Instacart when in a bind... but I no longer will. First, they don't respond to any emails, or chats or anything. Extremely poor customer service. This last time I placed an express order that I paid extra for. Every time I checked the order was coming later, & later. So it was going to be over 2 hours late. That's not express. The supermarket was less than 15 minutes away. Instacart charged me $15 for canceling order. When in reality they should be paying ME $15 for jerking me around. I will never use them again. Their shoppers also don't know how to shop correctly & don't read notes attached to order. Use any other grocery service other than Instacart. They are useless.

I have used Instacart for years and there have been minor issues here and there. Maybe a rotten melon or wilted lettuce but they’ve always made it right. Monday night, I ordered crab leg sections for $24/lbs. I received whole crab for $9.99/lbs and was still charged for the sections. It’s around a $100 difference. I was on the phone for an hour then disconnected. Their chat is useless (transferred 3x without a resolution). I received an email asking me for photos of the items and it’s been 3 days and no response. Customer service has gone downhill and I will no longer use IC.

They overcharge. They charged 36 dollars for my delivery, my items was the worst quality and they cheat you out your money. The customer service sucks. I will never shop thru them again. I'm on a fixed income and they are scamming people.

I placed a Publix order through Instacart one evening for delivery the next morning. I needed seafood including several pounds of salmon and other items like sun-dried tomatoes. The first shopper accepted the order before the seafood department opened, canceled all of my seafood items, and refused to cancel the order when I asked. I believe she grabbed the order because I had already left a hefty tip, even though the store is less than a mile away and the order had fewer than ten items. I had to cancel the order myself and was charged a fee, which Instacart later refunded after I called.

I absolutely loved Instacart for years. Never had an issue until I placed an order for $350 on March 5, 2025. I’m writing this in July, 2025. There was an issue with the account I paid thru so I paid again with another card. Both accounts were charged the full $350. I was told I would be credited back one of the transactions. I have had 25 chats and 27 conversations with customer service since March 5. It’s now July 6. Every chat and every phone conversation I have to start from the very beginning of the sequence of events. They say they can’t access previous chats or customer service conversations. Really? I’m told the money was sent to my account. It was never received on my end. I have filed 4 in writing complaints via email. Some responses say they the transaction does not qualify for a refund. So, I paid $700 for $350 in groceries. It has been an absolute nightmare trying to get ANY legitimate response from anyone.

Do not use Instacart. Not only at their service fees ridiculously priced but here in LA shoppers take two hours to collect 16 items and then unassigned themselves from the shopping app after waiting several hours. They are frequently now late for delivery and the only thing they promised you was free delivery which you are given anyway if you order in advance. Today was an emergency shopping day for Independence Day and the shopper after two collecting I only 16 items in two hours decides to unassigned himself and I’m left with the service fee and the charges and all they’re offering me is a $5 discount for a four hour delay in delivery and a service fee is $31 not including the tip I left.

I placed an order on 7/2/2025 through Instacart uber and the food was taken to an address that I sent groceries to earlier. Being that I sent an order to a different address than mine earlier, I ensured I changed the address when I placed my PF Chang order. The uber driver asked me where I was and when I told her, she said it was too far and left my food with an unauthorized person. The agent said she would reimburse me for the lost order with a credit. She gave me a $15 credit instead of $31 I spent for the food. The $15 was what I paid for the groceries not the food. When I reached out to complain, the agent sent an ugly text saying the case was closed and logged off on me. When I tried placing the order again using the $15 credit, Instacart didn’t honor the credit. I’m out of $31 dollars for the first order and had to spend an additional $35 to place another. I’m home bound and the service didn’t only disappoint but they also robbed me.

I never had a problem until I paid the annual fee. My last order took 4 hours to receive. I don't blame the person who shopped and delivered. It is a reflection on corporate. Previously I had surgery and no choice. My people were brilliant and very caring. The last time I was missing several items ordered. I was not charged but couldn't understand how certain staple items weren't found. I don't blame the driver. The order was picked up by another and then they cancelled the order. I am local so it's not the distance. Maybe it was the heat. I want to give 5 stars but cannot understand how a person with no membership is charged $1.59 delivery fee and I was going to be charged $12. The other person ordered at 6pm, crazy rush hour time. I ordered at 2:30,p in the afternoon. So rather than pay $ 12+ for delivery I got the annual fee. THEN my order took 4 hrs to deliver. There are no PEOPLE to talk to. I wanted to cancel membership.. all the website/app did was cancel reoccurring renewal. I feel like I got rooked. That's why the rating is 4. I ordered 8 items. There is no rhyme or reason to it. Today I tried to order a sandwich from Jersey Mike's. They couldn't fill the order. Wtf.

If I could give Instacart 0 stars right now, I would. And not for the same reasons as everyone else except their customer service is absolutely terrible. They locked my account due to "suspicious activity" and requested me to send a photo of my government ID and the last 4 numbers of my CC which I did and they said it would take up to 6 hours. 6 hours ok. I can wait. It's not an emergency atm except more of a convenience since I don't want to go out in this blazing heat wave.

The shopper returned several items that should not have been easy to find. Poor choices would be an understatement. The shopper attempted to replace my baked potatoes with meatballs. My cookies were delivered crushed beyond them being edible and question the item being tampered with. (I HAVE PICTURES OF HOW THE COOKIES WERE DELIVERED TO ME THAT ARE TIME STAMPED). This situation needs to be escaladed, and this shopper should not be allowed to shop for anyone again. I had to contact customer service twice about this experience and while customer service has claimed I have been compensated and reassured the best way possible, I am greatly dissatisfied. I will be discontinuing my membership with Instacart. The Safety of My Food, The Quality Of My Food, My Hard-Earned Money, and The Perks Of Instacart have been compromised due to this unsettling ordeal. I will be sharing this.

Beware of non-refundable fees. They have a non-refundable fee policy. So if anything goes wrong with your order they will not compensate you. They will tell you they’ll give you a credit. Why would I want a Instacart credit if you are not getting my order right. So that means I have to shop with Instacart again to get the credit so I am still spending money with the service that’s not treating me right as a customer. I will not be using their services again. Also beware of the overpricing. If you were to go to the store yourself it would be way cheaper.

I have had 0 good experiences with Instacart. I'm cancelling my membership. I'm human and it's no way this business is working in the customer's best interest. No leadership to speak to and no resolution. I'm not satisfied and I review is a 0 star.

Delivered and charged extra twenty dollars for things I never ordered. Never received part of order. TERRIBLE CUSTOMER SERVICE OUT OF KOREA OR SOMETHING, EVERY TIME. DON'T USE UNLESS YOU ARE DESPERATE

I've been using Instacart for a while since my cancer diagnosis but the one time I try to order from a restaurant I'm hit with a missing food order, a submitted form for a refund and an email saying I have no proof I didn't receive order. Oh yes I did, I received a code that was never used and I have a Ring camera that shows me waiting outside but no delivery driver. Instacart says it's out of their hand and they have nothing to do with the restaurant portion (though it's through their app that you order). Had I known that I would've just ordered through the Uber Eats we site, I learned an expensive lesson

I'm an Instacart shopper. I received the batch and completed all the shopping, but during checkout, the payment didn't go through, so I had to use my own card. After finishing everything, I sent them a picture of the receipt. I requested reimbursement, but I still haven't received the money back. It's been almost two months, and I'm disappointed that I haven't been refunded. I won't be an Instacart shopper again.

I have been arguing with Instacart customer service since I purchased these special cups on June 8th. The cups were on sale buy one get one half off, the store said they gave it to the driver but the driver did not give it to me. I had ALL the details for the sale and the store said they can reprint the receipt. I asked Instacart for the refund of the difference owed to me - at LEAST $15.99. They said, “Oh it has to show store prices on the app” so I took SCREENSHOTS on the APP of it saying store prices. Today they basically said, "Too bad so sad." I am basically saying they STOLE my money.

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.

Instacart is good if you’re in a desperate situation. Their pay is too low for the amount of groceries you need to shop for and also for the amount of people you’re shopping for. It does not matter how much they give you in tip. Once an item is not available and the person does not choose a replacement and you have no choice to make a replacement and the person does not want that replacement. You have no other choice but to refund. However, when you do refund you lose out of your tips!!! They do not take from the batch, but they will take from your tip, which is ridiculous when you are the one putting wear and tear on your car, wasting gas going back-and-forth trying your best to find these items and they don’t take that into consideration.

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.

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.

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!!!

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.

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 .

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.

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.

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.😱

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!!!

Instacart kept my $ hostage right before holiday weekend! I ordered from supermarket and was charged accordingly. The next day (Friday) they entered 2 duplicate charges on my account that didn't even equal my previous order. I called Instacart and was told it would be off in 24 business hours which would've been Tuesday. I called Wednesday. They told me 7 business days....Finally released $$ on Thursday. 7 days of duplicate pending charges....No thanks. I Won't be using Instacart again.

I’m over all the extra charges. Drivers who don’t check expiration dates, don’t look properly for items and try substitute with the most expensive item instead of the same or similar price. The delivery window will keep changing but not when you pay for priority. Shoppers shop for 3 or more people at a time so when. The item you want the most disappears but you have paid - they refund. Yet you can’t get that item. It would be a whole new shop. The extra charges added to the bill always have an excise. Is $19 a year worth it? HELL NO. There is always aggravation with every order. The 2 receipts were both after shopper was finished. One via app and one via email. See the difference. I rest my case.

I paid for an annual subscription and have spent too much time on the phone with customer service. The latest bug is that when is the website goes completely blank because of the pop-up overlay to rate your last order experience. Same result in THREE different browsers. A screenshot is included, and the website is still not fixed. Moreover, Instacart shut down my account for several days claiming "unusual activity." I had to upload verification documents several times because they didn't receive them. Order delivery can go smoothly, but I have received items that I did not order, and delayed delivery times.

Delivery person delivered to the wrong house. $180.00 worth of groceries! Called Instacart and they said my claim was denied and I would not be refunded my money. Can you believe that! Call center is based in India of course.

Just looking at this company's reviews makes one question why do we even bother with this company. I will never recommend it to anyone or ever use them again. One star out of 10,528 reviews makes one wonder how and why these companies are allowed to stay in business. Their ethics and honesty are very questionable; this company cannot be trusted. With the many and last (5.22.25) bad experience(s) I have had, do not give this company a chance as you will regret it, like many of us do.

Order food from Instacart Restaurants. Never received the order, driver went to a completely wrong address when contacted he took an additional 30 mins to waste time, then a block away marked it as completed when it was not. When contacted he claimed Uber had cancelled it and it would be another 20 mins until he would deliver. Received a refund on the food that never arrived but the guy got my food and $4 tip which is becoming a bigger issue to receive a refund on. Customer service department does nothing, claims they will escalate the issue but then the email responses just say I already received a refund and close the case. Will never order from them again and have cancelled our business membership because of it.

Hold auth for 128.40, my order came to $115.83. I understand it takes a few days for that to update but they then placed another hold also for 128.40 which overdrew my account and the communication I received back is basically trash. Never use them. It’s not worth the stress, and nastiness of that platform.

Just tried to cancel my free Instacart trial. Most annoying process. You have to contact customer service and they try to retain you with lots of questions, then transfer you to another department, who starts the process over again, but much more aggressively to the point of being rude. After 45 minutes with customer service, I hope my trial is cancelled.

To add to the many complaints here—this is my last resort. Instacart has refused to refund me for a double charge on my account from March 21, 2025. I provided clear screenshots, contacted customer service multiple times (including via Facebook), and even filed a complaint with the Better Business Bureau. Despite all this, Instacart still refuses to refund me for a charge that was their error.

Always late. Gives changing range of times. Go thru doordash or Uber eats groceries for actual time adherence and someone who follows directions. They also will charge you twice if paying with food stamps and or debit card. Often have to credit it back. Just a hassle.

Absolute scam. They accepted 2 orders for Mother's Day flowers delivery, and provided times for delivery. They cancelled both orders at exactly promised delivery time. Because of them, I managed to upset two women on the Mother's Day. Never again.

I have been a shopper since March 2025. It’s now May 2025 and they have not paid me. There’s always some new excuses and I’m getting nowhere with customer service. This has been an absolute nightmare and I don’t know if I will ever get paid. I do not recommend working for this company under any circumstances.

I was signed up for InstacartPlus, apparently after a 14 day free trial, which I did not approved. Lots of runaround without resolution. Received an email on membership. Thought it was a scam, but confirmed by charge. 2 online sessions without resolution. Phone call without help. Refused to refund 84$ charge.

Don’t buy a gift card from Instacart. Mine wasn’t accepted on the app and I got multiple excuses from 4 different customer service reps, one was a supervisor. When they couldn’t figure out the problem, they discontinued the chat or disconnected the call. Now I’m out $100 and my gift recipient is out a gift. I even have the gift card receipt and order number from Instacart website which they weren’t interested in at all. Scammers.

Absolutely INCOMPETENT customer service. I paid full price for ground bison that had a manager’s discount sticker on it. I sent these idiots pictures of my Instacart receipt and the ground bison meat packaging showing the discounted price on the packaging. They replied telling me that Instacart pricing doesn’t always show actual in-store prices. Well duh I already figured that out! I replied to them telling them I am obviously well aware of this and that I want the price I paid adjusted according to the discount. They replied with the SAME MESSAGE telling me how Instacart pricing works and how the app doesn’t always show actual in-store prices.

I placed a grocery order through Instacart at approximately 2:00 PM. I selected the standard “No Rush” delivery option, as I did not require express service. At the time of purchase, Instacart provided an estimated delivery window. However, after confirming my order, the delivery window was repeatedly and significantly pushed back. It is now projected that my order will arrive more than 4.5 hours after it was placed — well over an hour beyond even the originally estimated timeframe.

I only recently started using Instacart and have been happy with the service overall, until a recent experience: I had ordered some drinks from a local liquor store and the charge went into my debit card the same day. I got my delivery - all was fine up to that point. Then a couple of days later I got a small charge on my debit card from the same store. I had not purchased anything else and thought my card had been compromised so I called my bank and asked to have it replaced.

From January 2025 to present April 23,2025. Instacart delivered my food order (from Stop and Shop Bayonne, NJ.) to the wrong address a total of 6 times. The last time was the finishing touch. They delivered it to an abandoned home. I complained to Stop and shop, who has been more than helpful in trying to fix the problem. Instacart gave them the address and I guess they expected me to go and pick it up after paying a hefty fee for them to deliver it to the correct address. I cancelled the order and S&S gave me a credit for the order. I am 85 years old.

Instacart does not honer their promotions from Uber eats. Also Uber eats does not honor promotions they advertise on Instacart. Customer service is awful and they just keep sending you to a different service agent.

After attempting to use their service once, for the first and only time ever for a $30 order with their fees and taxes included, the site very clearly displayed a notification that the transaction had declined. I'd used the wrong card anyway, so it was fine. I went to get my other card but before I could, I got a notification from my bank saying that Instacart had deducted $100 from my account. How did a declined transaction for $70 more than the transaction amount happen?

I have received my refund by contacting Instacart through BBB. I really think Instacart is a great service, however please take care of the customer service. The customer service is repelling customers. Thank you again for the refund.

Our first date night in a long time was ruined. Instacart/Uber Eats sent our order to the wrong address, blocked us after we asked for help, and charged a $30 fee. No food, no help just heartbreak. I’m done with Instacart and uber eats! They removed the order number!!!

My purchase through Instacart from Costco was never delivered. Instacart blames Costco for their inability to fix the problem by delivering the purchase today. Instacart's only solution is to give me a credit or make me wait a week for a refund and then I must place a new order. The Instacart customer service manager, Calvert, was unwilling to fix the problem and kept blaming Costco. I really like Costco and this is so disappointing and frustrating. I am a Costco member. Costco really needs to make Instacart treat Costco's members with the same care and attention that they provide. Instacart blaming Costco is unacceptable.

Fraudulent three times I've had to call about refunds because they charge me for my groceries then two days later they're recharging me and this last time apparently they didn't charge me but it clearly shows on my bank they did twice two days apart from each other. Very poor company, will never use after this. My bank is now aware they are frauds. I only use them when I'm unable to get myself coz I'm severely sick.

Shopper stole my groceries. Order said delivered but no one ever arrived to my house. I have cameras and I was sitting right at the door. Instacart will not refund me even after I sent in my proof and video showing no one ever came to my house.

This people are no joke, they don't care about their customers, all they care is about making money no matter what. I schedule a food delivery between 7 am to 10 am. Because I was not going to be home after 10. They change the delivery window to 8/11. Well I wasn't going to be there after 10 so they left the order sitting out there for over 5 hours, I didn't got home until after 5. So why have a schedule for us to pick a time frame when we know will be home, when they are sending your order at what ever time they feel like it. Doesn't make sense.

I placed an order with Instacart yesterday, the pencil next to an item where you can add notes wasn't working. In the order, I had men t-shirts. The shopper just grabbed any size and immediately checked out. I messaged the shopper and didn't receive an answer. I received my order, the t-shirts were wrong of course. I contacted instacart, they said they will give me a credit for the item, then all of a sudden the credit in my instacart account disappeared and they sent me a email stating that they couldn't issue a credit and that I could appeal it.

My last SIX orders have had item(s) missing that I was charged for. At best Instacart reimbursed me but I was still without the item. I am a senior and for the first year Instacart was awesome. What happened.?? Why does the shopper not return with the item? Where is it? I'm done with Instacart.

The worst grocery delivery. I have never ordered groceries where the produce items were not wrapped in produce bags. Who puts lettuce, celery, green onion, fruit directly in a shopping cart, through the checkout stand without putting the items in a produce bag for sanitary, hygiene reasons. Then into the delivery car, out in the rain, in an elevator and then placed on your doorstep. Then send you a photo stating they can’t find your address so you still pay the expedited delivery fee. I contacted customer service and spoke to four different representatives. All giving me the runaround regarding a refund.

1. I have to admit I love the convenience of Instacart and all the shopping/restaurant options.

Horrible experiences. Different people showing up - women showing up instead of men, men showing up instead of women, and worse, I lost $46.66 on an order for food that was never delivered and Instacart denied my request for refund. Unbelievable. Never again.

Well I had two incidents with Instacart that just leaves me breathless. We placed an order for $290. We waited the whole day because the guy who took the order had multiple orders. When it finally came it was one tiny back with a few items that we do not eat and it stank like a smoke house, it just was not our order. Instacart said they would refund the purchase, but then we got a letter saying there would be no refund, instead we will get a free one month express service. For three hundred dollars! Are they crazy. So no refund. What a rip off. Instacart stop stealing from people. We need our money back. One star because I could go no lower. Should be a negative rating.

This place is the absolute worst company ever. They give you a timeline to expect your order and then the shopper goes to the store and “waits” for more orders to come in. The chat service is in the middle east or someplace similar. Your arrival time constantly moves later and later and then they finally cancel the order. They couldn’t tell their shoppers a store was closed one day, so they kept going there (instead of another location) and cancelling orders. Absolutely the worst and most poorly executed “excellent” idea ever.

Sadly enough, I failed to read the reviews prior to ordering!! If there was a way to give -5 that would be my review or simply-DO NOT USE INSTACART!! THEY HAVE THE WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED! Ordered an item, the wrong item was delivered, refused delivery and have now spent at least 3 hours trying to get a refund! Instacart wanted photos....but I did not get the item, so they cannot issue a refund....filed a claim with Paypal....they denied my claim....finally did a chargeback with credit card! In short-DO NOT USE INTACART!!!!

Never rely on their schedule—I’ve had terrible experiences with Instacart.

When I order Instacart At Kroger I thought it was Kroger's service and when I complained to Kroger I found out they are not Kroger. It is a different company! My fruits was overripe, they charged for items that I didn’t order or received. They overcharged the delivery fee that I didn’t authorize, took costumer service took forever and they credit only $3.50 when I was charged 12.50. I hung up the phone and lost the money but will never use them again. Use Walmart. Delivery is reliable. Scammers!

When I called Instacart because my order was canceled I was told shopper cancelled my order because he did not want to check for expiration dates for me? I was then told I was rude to ask my shopper to check expiration dates on my items! Because (that)! Was not the shoppers job & that if I had shoppers in the past that did that for me they were doing me a favor? Instacart said that the shoppers will get me items in date? If I can't ask questions? About what I am buying then I need to find a company that has a better attitude than instacart!!! By not? Asking questions on past orders I have received plenty of expired items, damaged items, missing items, thawed out frozen items, items put on my steps when delivered with no! Bag! Items that I paid for but weren't in my order when delivered?

It does not matter how well you tip they charge you all this money for fast delivery and half the time they canceled your delivery because they can’t find a driver or the delivery comes way after the time specified even when you paid to get it delivered faster. I have had a whole bunch of bad experience with Instacart. I do not recommend paying monthly or using it. It’s not worth it.

Been an online customer of theirs since Covid, and as of late it keeps getting worse, the shoppers don't give a crap about quality of items picked, never look at dates, make mistakes all the time, then Instacart overcharges, they call it an padded authorization, our last order was over by 141 Dollars, and they say they refund the overage 7-10 days later but they are making daily % rate off of customer's money. Fees too high, Shoppers are too busy with too many other orders to care about yours. Most of the grocery stores have in store shopping, just have them do and pick up the order. Way cheaper and I bet the quality of items picked is better. Instacart just isn't worth it!

Publix and Instacart are stealing money from EBT cards and not giving it back after saying they did. Authorities wont do anything to stop the abuse of disabled people in our homes. This month, they took $9.98 from a $121.24 purchase, the abuse on going, and complaints ignored, for ages.

These delivery companies or restaurants should never ask for tips. If the driver is not getting paid enough, it is not up to the consumer to make up the gap; the employer should be paying the drivers a decent wage. But, oh, wait, it is all about corporate greed and stealing from the poor. I would rather pay tips on the "service" I receive, not as a mandatory obligation! Also, I would place an order and it would not be delivered due to a so-called "storm" or they would ask for more of a tip! Unbelievable! I guess the drivers are only "fair weather" drivers. Ridiculous!

I was using Instacart for years and had no issues until about 6 months ago, once a driver sent picture of the receipt but I didn't receive my order. Then the excuse was driver got in a accident, my money was refunded but I didn't have my order. Another time received a picture from a driver that delivered order but it went to the wrong house, I was told that it was my house went back and forward with them and told them look at address in order then look at address on the house which was 2 different number.

THIS company has locked my account on 12/21/24 and it is 02/16/25 and I haven’t heard anything. I’ve called over 20 times since it was locked. Customer service states I can’t talk to anyone to unlock my account. I should receive an email in 24 to 48 hours which has never happened. I have also asked for a refund on my membership and no one could help with that either. I’m very disappointed about this. ;(

My elderly mom can’t go out in the cold weather. She didn’t receive four items that were all prepared foods totaling $40. The driver probably forgot about them as they were in the cooler bag and she either delivered them to someone else or stole them. I filled out the help form, never got a response so called. Then was told to fill out appeal form only to get a response saying it was denied. No reason, no explanation, no nothing. I called again to be told that they were sorry but the final answer is the final answer. Lmao. They clearly don’t know me. Now I will not only dispute the amount of the items not received with my credit card but will dispute the entire amount, complain to BBB and every other site available like I’m doing now. Will never use again.

I purchased groceries for my ailing parents a year ago off a store’s website. I do not order online groceries but was assisting my elderly parents during a difficult time. InstaCart charged me for a yearly membership a week later. Why are they not making it clear that the delivery vendor is instacart? $99 later, no possibility of refund after chatting with a customer service rep for an hour. My membership is cancelled but I am out $99! Be transparent and clear, not deceptively gaining memberships fees.

On 2/13/25 used Instacart to deliver a 5 item order from Costco. Upon delivery there was the picture of delivery box with 3 items seen. Took all items out of the box, found one box of 12 pack Noosa Yogurts were missing and two rotten apples in a 3lb bag of apples. Reported the issues to Instacart and chose refunds from missing and damaged goods. Got emails to state someone from Instacart would be in contact within 2 hours, but after 24 hours received an email from Instacart customer experience, stated Instacart is not responsible for missing and damaged items in my order, need file an appeal. So filed an appeal with attached pictures. But so far Instacart’s customer services don’t even deserve a one star.

Is Instacart convenient? Yes. Do you get your money's worth? In short, no. They mark up the prices of the items then still charge you a service charge and delivery charge. The service charge and delivery charge amount depends on your membership type and amount you spend in the cart. The annual subscription fee is not worth it if you don't use the service that much. I ordered the same items using Doordash and instacart and surprisingly saved 20.00 on doordash.

I’ve used Instacart without a problem for five years. My order yesterday included a “bag fee“ despite there was no bag involved. It also included a “long distance“ fee although the store is only 3 miles away (no highway / no tolls). I tried to deal w Instacart via text w their customer service rep. I GOT NOWHERE!!!! They stole money from me and are getting away with it. BEWARE! Bbb

Order cancelled because driver sees a different address than what I see on my end in the app. Then I was charged $15. Was a Valentine's Day gift for my grandma after grandpa dying. Driver never told me nor did the app that it was cancelled. I got an email I am just now seeing after I called my grandma and told her to be on the lookout for the order. She is at home still waiting for it. Contacted customer service and no response for over 20 minutes.

Order placed 02/11/2025: 18 items missing from my order. One damaged item received. Final charge $17 over what was on my receipt. Customer service wanted me to complete a form and wait 48 hours to be contacted in order to resolve this major issue. It’s been over 48 hours and I haven’t heard anything. Please stay away from this company. I am filing formal complaints against them.

I will give them a zero if I could. They basically stole money out of my account for a membership that I knew nothing about. Haven’t used this service in over a year when I questioned them about the subscription fee and told them to cancel it. They told me I would get a refund within 5 to 7 days. It’s been two weeks and I’ve heard nothing and my account is still open. Very unethical business practices if you ask me.

Absolutely horrible. Driver delivered gifted order to wrong address for my mothers birthday. I messaged the driver immediately telling her it was the wrong address (I've sent an item here before with Instacart and it went to the exact right place and didn't edit the address for this purchase). She said instacart or GPS was wrong and then I never heard back from her she never took the package to the correct address. Mind you this store is within 5 minutes of the address! I live 2 hours away and have no idea where she actually dropped this off at. To make matters extremely worse I called the customer service line and I will not even be getting a refund! I paid for a service I did not receive or get reimbursed for. The only consequences for this driver is she will not ever be allowed to deliver for me again. Are you kidding me? Like I will EVER order from instacart again. DO NOT USE THIS SERVICE!!!

It was my daughter‘s birthday today. She is in college and I placed an order last night for a bouquet of flowers to be delivered to her today. I picked a time 9:00-11:00 when she would be at the dorm and able to receive them. About 45 minutes before 11:00 I received a text that delivery was delayed and it will happen 11:30-12:30. Since she would be in class at that time I called Instacart and spoke with someone to change the time to afternoon 4:00-6:00. The person I spoke to was polite and said that she would make sure it was delivered on time. She also took notes for the shopper.

I had a terrible first and last experience with this horrendous company - INSTACART. I was searching for a simple product online, Instacart allegedly showed better pricing and value, so I decided mistakenly without reading reviews on this company and its service, to order it from them by taking their 2 weeks free trial with the InstacartPlus membership. Shortly after completing the order, I started to get several text messages apparently from the driver that was supposed to pick the item up at Shoppers Drug Mart which Instacart appointed to handle my order. He texted me that he is on the way with the item I ordered. Shortly after I get a text from him saying that the item I ordered is not available and he suggested a replacement item. I did not want the replacement item as it was less value in quantity and 50% higher price so why would I want such a replacement. All these texts were automated from their system.

I had an extremely frustrating experience with Instacart on January 26, 2025, and I strongly advise against using their service. I placed a $218.82 order from Publix in LaGrange, GA, only to have it completely mishandled due to their app being down. Instacart failed to provide real-time updates, meaning I had no idea when my order was being shopped, if there were issues, or even when it was delivered. The shopper did not ring the doorbell, and I never received a notification that the groceries had arrived.

I used Instacart since covid shutdown. It was always a great convenience, and most shoppers do a great job. However, recently I got charged $28 bag fee, and it is the first time this happens. My groceries were bagged in one bag, and I got charged $28. When I called customer service and emailed, they claim that is the state bag fee and that they cannot refund. I live in NYS and the bag fee for one bag cannot possibly be $28. I search up NYS law, and $28 for one bag is not accurate. I believe Instacart is either making fraudulent practices, or simply ignoring these issues, as no one seem to care. I had two accounts with them, one personal and one business account, and they have lost my business forever.

I'm so disappointed with Instacart. Not only did the driver steal my dinner. Instacart refused to refund the extra money I spent for fast delivery. I paid that cost for all my food to be delivered. Definitely didn't want to have to go out and drive.

I ordered Ice cream and it took 2.5 hours to deliver so of course it was all melted. Not only that but it's outside of the food safety window. They made me fill out a ridiculously extensive form with pictures and STILL decided not to refund me.

My experience with Instacart was extremely disappointing. This was my first order, and it will also be my last. Out of the six items I ordered, four were out of stock. To make matters worse, you can’t cancel the order without being charged a $15 fee. If you choose not to accept substitutions, they’ll still deliver just one item—an arrangement that feels like a waste of time and money for everyone involved. I expected better service and flexibility. The only way to cancel your order is to call customer service and if you have 30-40 spare minutes to spend dealing with them.

Received my first order from Costco delivered by Instacart. The driver stole $34 worth of product. Instacart immediately provided a credit. I called to have the $25 tip removed. I do not feel the shopper deserves money to steal product. In speaking with the customer service rep who I could barely understand, told me I had 3 hours to reduce the tip, and 14 hours to increase the tip. There is nothing they can do. DO NOT LET INSTACART NEAR YOU!!!!

I'm an Instacart shopper, and they have terrible communication. Resolving problems while shopping is time consuming and a joke. When I have concerns I have to wait on hold to chat. All the chats cost me hours. All they want to do is get you off the chat. I used their card and my personal card was charged. This was 2 weeks ago. After several chats, I was told I contacted them too much and now they won't review the reimbursement til February 5th! Review! Not reimburse. This is just one example of how Instacart treats us shoppers. They are no help, do not appreciate that I have a 5 star rating. DO NOT SHOP FOR INSTACART. It's a big cold corporation that could care less about its shoppers and I'm guessing their customers.

I called customer service regarding an issue with my account, and it was so loud in the background with laughing, clapping and talking, she continued to say she could not find an account (which is currently being charged). Instead of it being a quiet professional background so you can hear the customers I didn't get my issue resolved. Awful.

I ordered in December and it was 5 hours late. After spending over an hour on the phone they said they were short on drivers (how is this my problem) and they would credit my next order. Essentially forcing me to order from them again. I gave them one more chance on January 10th and the order was not delivered (someone else got it). After another hour on the phone they said they would redeliver by 11:30AM I don't see this happening. I asked what happened to the $20.00 credit from last time and they said it would be applied to my next order. I said no way it was for this order than they followed up and said okay like they were doing my a favor. These people are scammers and should be shut down. This is horrible.

I'm pleased with the service for the most part. I appreciate that there's an alternative if I'm too busy to go to the grocery store myself. I've come to terms with the padded prices and hidden fees because I'm sure costs are involved in maintaining the app and providing the service. There's a price to pay for the convenience that this service provides. I also appreciate the no-fuss, quick return policies and procedures, and amazing customer service at the 1-800 number.

They signed me up for annual membership without my permission, charged my credit card without my authorization and sent me confirmation email. Thanks a lot! At least made aware of their unlawful action! Had to cancel and delete all methods of payments in my account to stop that outrage for future. Bad experience!!!

Bad company to do business with, they don’t honor giving full refunds on items and don’t really care how people feel. It’s a big scam and I believe they’ll be out of business soon, especially seeing their horrible reviews!

Beware of the promotions! I was supposed to get $40 off of $80. I made my order for $84. The shopper had to substitute some things. I told her I had to keep it above $80. While I was still telling her on the chat what to sub, SHE CHECKED OUT! I screenshotted our entire chat for proof, but Instacart just says, "Your order was not $80 so you are not eligible." The funny thing is I was using this order to prove to my husband that we should sign up... Instead it proved to me that we shouldn't! Even if we had gotten our promo, it would have only saved me about $20 because of all the fees.

I ordered from Instacart on Christmas Eve 2024 and my order was not delivered to my house. There's a picture of a different house they sent the order to and a conversation with the delivery driver that he did not deliver my order. I was on the phone for an hour and 45 minutes trying to get a hold of someone about my delivery. But there were problems that day with Instacart's customer service which I found out on Christmas Day because I spent Christmas Day calling again about the order I did not receive. When I spoke with a lady on Christmas day, she said that she refunded my order. Seven days later I see my order was not refunded and I never received an email about this, yet no one reached out to me or tried to take care of this.

I placed an order for pickup and tried to cancel the order prior to pickup time. I received this message on the app. I have been fighting with their customer service for a refund since October 18, 2024. I have disputed with credit card company and they struck out with them. They make promises that a refund is on its way and then nothing. Worst company ever.

I placed an order with Instacart for a 6pm pickup on 12/24. I arrived and it wasn't there. I got an email at close to 7pm, when Publix was closing to tell me they switched my delivery to 12/26. The food was for Christmas so I tried to cancel and kept getting technical difficulties on their website. Since I couldn't cancel I cut the order to five items. I then saw that a BOGO had ended so I didn't want the item. I could go on and on but won't. It was a disaster from start to finish. Terrible Customer Service. I can't add a receipt because when my husband went to Publix they had nothing and said it might be at a different store? What the heck? Never again. I would forgo groceries rather than use them if I couldn't get to the store myself.

I ordered groceries at 11am on Christmas eve with expected delivery time of 2:34. However my groceries never been delivered, I called 3 times to customer support and was told they had technical issues and they weren’t even willing to help me. After being on hold for 40min The first customer service told me they guaranteed it will be delivered tonight. However at 7pm when all stores are closed for the holiday I called back again asking where my order is and was on hold for another 30 minutes and the customer service was very unprofessional, rude and was not willing to listen to my frustration and told me to cancel my order.

I have ordered through Instacart AT LEAST a dozen times. 10 of the experiences were terrible. Drivers often claim the store does not have the simplest items or any of the 3 or more possible replacement items, things like 80% fat chopped beef at Stop and Shop, Italian sausage (the Stop and shops in New Haven and Hamden CT where I live have over 1 dozen different brands of so- called "Italian Sausage" all very close in price, so if your choice is not there, there are often 10 similar items to choose instead.

I used to use Instacart for some grocery deliveries despite higher prices. I was often disappointed with shoppers mixing up orders, selecting wrong items, picking poor quality. So, I stopped. But occasionally I order pickup from Sprouts. I have had an issue every single time!!! Now they have told me that despite the shopper selecting spoiled produce they won't refund me. Or the fact that he forgot an item and I had to go inside the store wait for 10 minutes. I will never use them again.

Instacart charged me an extra $14.88 claiming it is an adjustment charge when my bill totalled what my order was prior to their additional charge. They have given multiple excuses for this extra charge even when they have been given a photo of my receipt and they claim to have checked my account. I just want my money back and the fee for the Instacart + that I no longer want as I have switched to DoorDash for my shopping needs.

I am usually very happy when I use this app but not today. I will never use it for Restaurant Depot again. I asked for America cheese from James Fram and Pure Leaf Tea. Tea was fine but shopper said they were out of the cheese. So it was refunded. Next thing I know my order is being replaced with a new delivery time and both items for someone to shop. I canceled the order. My husband had to go out so he made the extra shop. Guess what they were not out of the cheese. They had a ton of it. I gave 3 stars because I got a refund for my order and Customer service did a good job. The shopper gets a 1 star.

I have shopped online with Amazon and many other retail providers, but my experience with Instacart was hands-down the worst. From unexplained charges to inappropriate payment method fees, it was a complete nightmare. It felt as though their system and processes were designed by novices, and not much thought went into ensuring a seamless or secure experience for users.