Instacart Reviews

I was charged over $20 for bags - which I assume was some sort of glitch - when I received no bags at all. Then, on another order I was overcharged $30 by a shopper who didn't understand that you had to be sure to charge for the correct weight of weighted items and Instacart support said there was nothing they could do even after I provided proof. That's over $50 they've stolen from me with no help from their support team. Steer clear of these criminals.

I placed an order through Harris Teeter who pairs up with InstaCart to deliver. Big mistake. My order was delivered but was missing items that the girl said was not available. I called Harris Teeter and confirmed with both the manager and the seafood department staff in Newport News, VA that the crab legs and eggnog were available. I called Insta who acted like they couldn't help. Called Harris Teeter who credited me for the items missing and for the toilet paper replacement that was like 3X more in price than what was originally requested.

When I had covid I used Instacart to order from Aldi. My delivery did come (kudos to Aldi). However, my accounts that were connected to payment method were all hacked. Upon review I realized that unauthorized Instacart orders were placed with my information. I reached out to Instacart for them to investigate and was given a form that requested additional personal details that were not relevant to the issue ... including my social. RED FLAG!!! Of course I didn't give the info! My account info was changed and I could no longer access Instacart. Good thing that I checked my email ... the scammer forgot to change the email before placing a food delivery order to one of their addresses. It was reported. It seems that Instacart either has HORRIBLE ways to investigate theft of info OR they are a part of the scam, with the company being a cover-up.

I had placed a home delivery order with Harris Teeter but it didn't work. First, the shopper kept texting me and couldn't find some of the products that were marked as available on the website. After successful checkout, I was told that the shopper encountered an issue while fulfilling my delivery. My order was therefore delayed. This experience was such a pain and stressful. Home deliveries back in the UK work so much better. Harris Teeter and Instacart - you have much improvements to make!

I entered a promo code and it was accepted. A popup box appeared stating that it would be applied once I checked out. It was not. I conducted two support chats (one was unresponsive), and the second informed me that I would not receive this coupon because I was not a new customer (I have an open account, but I have never used it). They took so long to respond to my issue that my shopper started the order and I could not cancel it.

Order several items half of which was wrong items like ordered cabbage and get lettuce instead. Still fighting to get my money back. Was contacted by mail 8 times with no results! Horrible customer service and shopping experience!

I used Instacart for 3 years but after today I will never use them again. I am complete disgusted by the treatment I received today. I am a mom of 2 babies and use instacart to save some time. Obviously with two babies I can’t get to my phone right away. Apparently the shopper comes to my house, gets out of their car with the bag in hand, stands on the driveway which has two cars in the driveway as my husband was home, the shopper calls my phone ONCE and then cancels my order!! How stupid does one have to be!! To. It come a few more steps to the front door and knock is lazy and stupid.

They charged my Visa card which was suppose to only be charged for fees. I have my EBT on file that pays for food. They put the entire order on my ebt and refuses to fix THEIR mistake. When I called to speak to a manager they hung up on me!!

Ordered 2 different things. 6 of one thing and 2 lbs of another. Got 2 of the 6 and none of the other. Paid $50 for the honor of using this service. My shopper didn’t notify me that the majority of my order wasn’t processed. Demanded a refund…Let’s see if that comes thru. I will never use them again.

I spend thousands of dollars on Instacart a year. Twice in the last 3 months they've accused me of fraud, basically implying that I am trying to steal food, and put a 48 hour min hold on my account demanding that I resubmit my I.D. and credit card. What? These people are crazy. Fyi to Instacart: ** families/Minority families have money and can afford to eat well without struggling to get grocery bags in and out of the house, stop trying to put a blockade on our health. The discriminatory practices are so evident, if my name was Becky ** and I was spending such an exorbitant amount on food there would be no conversation. I know this because when I was married to a non minority Instacart gave me no issues. I am tired of big companies denigrating certain groups of people, and making it difficult for them to get ahead in life. If you have the option, shop elsewhere.

I’m a senior, I have been using Instacart for a few years. They are the worst!! I recently cancelled my subscription and will not be returning. Today at 12:30 this afternoon I placed an order. It was delayed and a shopper was assigned. I was asked about 2 replacements and responded. About 15 mins later my order was waiting for a shopper! Huh?? I called and no one knew why. Well I cancelled the order. They want to give me a $5 credit. They can shove it!! Also, I have to wait 7 days for a refund?? Did you wait for your money Instacart? As another person said, you must check your receipt. When I got one by accident, I was shocked!! I paid double!! I’ve received other people’s items, had orders never get delivered and some shoppers who replace more than half the order. They suck!! 1 hour delivery?? They need to be sued for false advertising!!!!

This is what I replied to appeal the incorrect replacement when I actually didn't receive order and record second denial for same ** stating not refund for replacement item issues. WELL GREAT BUT MY ISSUE IS DELIVERY NOT RECEIVED SO READ THE DAMN EMAILS. DESCRIPTION OF EVENTS: It's been days since I've first and trust me the last order was Instacart. Place the order. I did not select leave at door. I had instructions to go down the steps and around the back to my entrance to delivered to me. What I had ordered was flea treatment for my cat that's been missing two days shy of a month. I ordered it before I went to pick up the cat because I figured it would have fleas. My joyous day has become a nightmare which has continued into today which is my oh so great birthday and at no fault of my own.

They deactivated my account saying that I had duplicate accounts yet the email address doesn’t exist for there to be another account. They are liars! I have reached out to multiple specialists that said Trust and Safety team would reach out to me in 24 hours and it has been 4 weeks. Now I’m behind on bills trying to provide for me and my 4 children. I have great reviews for the past 2 years. This is horrible!!!! I would not recommend them to anyone!!!

My last few purchases have had errors (wrong item, bad fruit, non-delivery). I've contacted customer care with so many orders, I have to go thru a different procedure to get a credit. I don't mind doing that since they need to make it right. I am not able to run to the store, as I home care for my aging mother and can't get out all the time. I ordered yellow potatoes and got russets, ordered again and got white, 3rd time I finally got yellow! Last order, the driver says she was here, but had totally different address. I was on the phone with their customer care who said he tried to call her 2x but no answer. Then I received a text from INSTACART saying the driver had an issue with delivery and my order would be assigned to the next shopper. This was 25 minutes before the first delivery window.

On July 20, 2023, I placed an order through Instacart platform and, to my dismay, I did not receive my order. I immediately contacted Instacart company to report then I didn’t receive my order and request a refund. Regrettably, despite numerous attempts to contact your customer support, I have not received any response or resolution.

I got the Fry's Boost subscription which uses Instacart for the shopping and delivering. With the exception of only one order, every time there was issues. The issues ranged from getting items I did not order, items I did order missing, perishable items (like meat) being warmer than room temperature (and shopping started 2-3 hours before delivery occurred), obviously rotten produce, open packages of sandwich meat, expired items, deliveries hours outside of the selected time window, and issues being able to even select delivery date/time. If you account for the frustration and all the items thrown out for the reasons previously cited, the value of using Instacart is a negative one. Instacart is a great concept, but they just can't seem to deliver a quality service.

This is my fourth bad experience with INSTACART. I rely on them because I don’t have a vehicle and I live in the country. I ordered water and food at 3:30 pm ahead of Hurricane Idalia coming the next day. The girl picked my order and sat on it while she shopped for other customers. I kept receiving notifications from INSTACART telling me that my order would be delayed for an hour, every hour. Originally it said I’d get a 6 pm delivery. Then it turned to 8 then 9 then 10. At 10 pm the person who was scheduled to deliver my items told me that the store that I ordered from closed at 8 pm. She said not to worry someone would pick it up in the morning and deliver it to me. I woke up the next morning to check to see when my items would be delivered. It said between 9 and 11 am. 11:35 came and it still hadn’t arrived.

Instacart used to be a great service (especially during the pandemic) but they have gone way downhill. Customer service is poor. I ordered food for my elderly parents who are both homebound and was told they could not find a driver.. Seriously? They cancel orders frequently and find excuses as to why they can't complete the order. Don't offer a service to the public if you cannot keep your word please. "Save it" and find another field to go into. This is unacceptable.

Instacart can be a convenience for many people I feel they are NOT forthcoming with their charges. Listed on the receipt they give (on their website) has service fee and tip for shopper. They never give the actual receipt unless you ask for it which I did for the first time today. WOW, I was shocked how much they up charge the items. I had an additional $53 in up charges with products they purchased for me and a total of $110 with fees and tip.

As a senior with medical issues, I rely on delivery. I placed my first order yesterday; 2 hours later received a message saying “rescheduled for tomorrow.” I called, explained the situation. “I need to eat today. Now I can’t because you screwed up. And I can’t get a refund for 5 days??” Their results “Sorry.” Not good enough. I have Parkinson’s, on disability and cannot drive. Limited income! Had I known you’d so utterly fail, I’d have ordered elsewhere! It’s the following day now. No money for 6-7 days because you have it. And NO FOOD. You took the money instantly, you can certainly return it instantly—if you chose to. So much for your “Senior Support” hoopla, huh?

We made a purchase the other day using the Instacart app & tried to correct a mistake in the order. We wound up making a double order. When we called the customer service line, the young lady was very nice, but would only read a scripted response & not pass the concern to a supervisor or someone who can do more than read a computer screen for a ** return for a customer concern.

Yesterday my shopper was rushing through my order, then informed me Shaw's Market had no Land O Lakes, or Shaw's branded butter. I asked her to recheck as it seemed wrong, she cancelled my order then called me an "**".

Today was the last bad experience I will endure with Instacart. I'm going to find a grocery store that doesn't use them or find another way to get deliveries. They have been rude, not helpful, the chat person literally hung up on me; I had a security issue with someone trying to access my account and they won't investigate it. They said, no one tried. So I said, "If that's the case, did this email come from instacart (that says my account was locked due to too many failed attempts)." They said yes, but because the attempts were unsuccessful, they won't look into it.

I spent 46.43 at Publix today and the charge on my credit card said $70. I am very upset and want my refund back on my credit card. I called Instacart and I could not understand a word anyone was saying due to accents. Are you using out of the country people?

90 degree day groceries in hot trunk for half hour at least. Eggs and milk sweating. Said no to milk replacement. Bought it anyways. Asked for 12 flavor gummy bears. Got a pound of wrong item. Asked for HALF POUND Of coffee. Got a full bag. Almost gave me part of someone else's order. Instacart did refund money for wrong items. Second time I have used. First time also wrong replacement and outdated products. The shopper doesn't seem to really pay attention or care. Even though Instacart did refund and seemed to care unfortunately the shoppers don't. Not worth the fees and bad shopping.

They are playing with people’s money!!! I have been using Instacart for a few years now on occasion. Usually I don’t have any major issues, but after a recent order, I will no longer be ordering from Instacart. I placed my order, and it was completed in a timely manner. A few days later, I checked my bank account and it appeared that they charged me twice for 1 order. I reached out to customer support in hopes of getting the charge canceled or getting a refund. The customer support representative informed me that after placing an order a temporary authorization hold will be placed on my debit card for 7 business days. I’m not sure if they change their system, but this has never happened to me before and it seemed wrong and unnecessary to have taken the money out of my bank account, even though it’s just temporary.

I have used Instacart several times on vacation and/or during times of illness when I couldn't get to the store, etc. No problems. For some reason today, I placed an order and paid for priority delivery. 90 minutes later - no order... Then I get a message that my order will arrive by a time that was 3+ hours after I submitted the order. Very disappointed about this and the lack of communication from the shopper/driver.

Instacart is the biggest scam and rip-off there is. They charged me $29 for 4 6 packs of coke when they were on sale for $2.79 each. My whole total was $108 (have actual receipt from store) and they charged me $137 with a $50 discount then are refusing to give me back what I was overcharged. This business is absolutely ridiculous.

Repeatedly, I have been overcharged, had missing items, damaged/rotten food, and poor replacements. Without fail, the same script is told every time, “I'm sorry for the inconvenience," but they refuse to put anything in writing as far as follow-ups. I finally canceled my membership…Good riddance!

After 2 pre pandemic years and 2 more good years, I’ve dropped them. The last few months half my orders have items that I did not order on my receipt. Always bulk items that were scanned and not ordered. Snack pack chips and sodas, like for big families. No one in their customer service cares. Their customers are being ripped off by the drivers. Kroger credited the items immediately, but it’s stealing. 20 deliveries sack day, 1-2 items a delivery maybe totaling $8-$10, that’s $200 extra into the driver's pocket. Systematic theft.

I canceled my subscription one year ago and got confirmation and still they are trying to charge my checking account for a yearly subscription. This is despite my banking information being changed. I have reported them as fraudulent to Bank of America.

If I could give this a one start I would. TERRIBLE COMPANY. I didn’t receive one of my orders that claimed to be delivered and was supposed to be refunded. I paid with gift cards that day. It’s day 13 and they are claiming the “credits” I see on my orders from that day are from them refunding me. What’s funny is that I used gift cards on those orders which show up as credits. And I placed those orders before I even reached out to Instacart about my non delivered order. I replaced the order assuming they had good customer service and would refund me. I’ve wasted 3 hours of my life and I’ve never dealt with a worse business. I’ll go back to grocery pick up. NEVER USE INSTACART! They are a complete scam! And rude customer service!

I ordered two $250 gift cards online. One worked, albeit with problems, the other said it was already redeemed. I contacted support numerous times and was given the run around. In my last interaction with customer service I was told that my previous attempts were never escalated (I have screenshots) as I was told they would be and that I’d be contacted within 24 hrs. After five days of no response I tried to contact customer service again and couldn’t because my account was locked. I found a way to call them and they sent me an email with steps to unlock my account. After following them I got an email saying my account was now closed. No help, no explanation, and out $250. Instacart is a joke company and total scam. Zero stars.

I have use Instacart to order groceries from Costco, no subscription mentioned in my order, I don’t think the delivery was free but anyways the problem is that Instacart charged my credit card for an annual subscription for over one hundred dollars, I never authorized them to subscribe me or to charge my credit card for a membership when they didn’t even gave me a good service. Watch out for the extra fees on your cards.

Ordered groceries from Fred Meyers opted to have them delivered to my daughters house. The order was supposed to be delivered between 1-5pm. 5:45 received text would be delivered at 6:45. At 6:45 received text would be delivered at 7:45. 10:45pm I get a text from an Instacart subcontractor stating they’re pulling the order. Will be arriving shortly. At 11:00pm received text message drive is getting kicked out of the store because it’s closing and she can only deliver less than 1/2 my order which I paid to have my whole order delivered. Instacart scheduled my order to be pulled and delivered the next day 7:00am-10:00am. It’s now 11:00am and still nothing. Called Kroger corporate office in Cincinnati, 6:30am. They contacted instacart and guaranteed my order would be delivered before 10:00am and nothing!!!! 100% the worst delivery company I have came across!!!! EVER!! Kroger you can do better!!

Today I noticed a charge of 103.95 from Instacart that I didn't recognize since I have not used Instacart for over 1.5 years. I called the Instacart and they advised I have been having the subscription since 2022 July and this is the second time they are charging me!!! I was very angry as I have not ever subscribed to anything! When I insisted on him to tell me when all these started, he said I purchased something on July 2022 and there was a offer of 15 days free subscription with the delivery to get it cheaper and I chose it. I went to my order history and my last order was in May 23, 2022 so obviously it is a fraudulent activity. They help themselves to my band detail and subscribed me to it and last year I did not notice so they kept this year too!!! I am making a case with VISA now. This is horrible!! watch out!!

I’ve never used Instacart for a delivery but one day I noticed I had a $99 Instacart charge on my credit card account for a delivery subscription. I thought this was strange since I’ve never had any delivery from them. I went and looked at my account that I had only because when my husband had Covid in 2021 I used it through the Publix account to place an order for pickup and saw that was the only transaction noted on my Instacart account. So I called Instacart to inquire for the charge. The representative confirmed that I had no delivery orders and the only order was one pickup order in 2021. When I explained I did not sign up for this subscription as evidenced by not ever using it can I please have it refunded, I was then told that she could not give me a refund because I was past the 15 day trial period.

I put an order in and was pleased; However, immediately after they delivered another order I did not order. They charged me for both and the second is still in the fridge. Only one person delivered the two orders when I look at the camera. They charged me for two orders. They said it came from the same internet address and I said I have a VPN always on. I will not be using them again. Be careful! They will deliver more than you ordered and charge you for two deliveries!

A couple weeks ago I did a order through Fry’s, and decided to do delivery because I was sick that day. It was the second time I had used the Instacart option through the grocery app. The first time I didn’t have any issues. This time, though, the guy marked a bunch of stuff that I ordered as unavailable and then picked the worst substitutions you could get for it. I ordered three packs of chicken because they were at this crazy great price, and he said that they didn’t have any more and instead got me one pack of chicken that was way less in the amount but the same price as were all three of those would’ve cost me. He also marked three different things as unavailable and picked organic options instead. I tipped $8 and paid the $10 delivery fee. His subs made the order way more expensive than I was anticipating.

I have decided after today I will not be using this service anymore. My delivery fee went from $3.99 to $7.99 due to availability of an item in my order. The shopper never offered any substitutions and just canceled the item. This is very shady business and they just responded with some canned response after overcharging me. Lesson learned....never again.

A month and a half ago I ordered from Kroger thru Instacart and they delivered to the wrong address as I updated the correct address they proceeded to deactivate my account claiming fraud and refused to refund me. I went back and forth daily with no results and even emailed the CEO with no response. I absolutely hate this fake company and hope nothing but bad for any employees and management there and suggest anyone not to use their services because they're thieves! I hate Instacart.

NOTHING. There is no reason I would ever for any reason use Instacart for any reason besides writing Instacart reviews. And ensuring that anyone who searches on Google the term "Instacart reviews" sees this instacart review. This company is crooked. These thieves have used my card for unauthorized charges and refuse to acknowledge it or make it right. Look at their Trust pilot instacart reviews! THOSE ARE ALL*** NOT*** "incentivized" Instacart reviews and there are 9k- 1 star instacart reviews and complaints on that completely legit real instacart reviews site! Unbelievably this company still stands WITH AS MANY INSTACART REVIEWS THERE IS DEMANDING OTHERWISE.

Placed an order today for delivery between 3:00 - 3:45. My order arrived at my door at 12:45. I contacted Instacart right away. They refuse to make things right and continue to tell me no one is available to help. I am on the phone with customer service currently for 55 minutes at this point. They sent the driver back to my house to pick up groceries and supposedly, they will re-shop my order and deliver when expected. NOW, I have a new shopper and they are telling me that the items ordered, that were just delivered an hour ago, are no longer available and I am being asked to choose replacements. I have been a customer since 2018. VERY VERY DISAPPOINTING INSTACART & "SUPERVISOR" DEDRA!

Someone bought $800 of stuff using Instacart. I called them. No help whatsoever, was told to take it up with my bank. Asked to speak with a supervisor, was told to hold for 30 minutes, still no supervisor, man comes back on the line and tells me I can’t talk to a supervisor, I asked for the supervisor's direct line, he said they don’t have direct lines and no phones! Do not use this service. They are dishonest.

Worst customer service ever!!! They take money from my bank account without authorization and do not give any explanation... It's just trash!! Scammers!!! Seriously... The worst customer service ever!!!

When I send a Screenshot of the 3 withdrawals from my Bank Account for one small order I get back automated reply. The Authorization Amount was Taken out and Put back into my Bank Account the same Day. However Instacart took 2 more withdrawals of incorrect Amounts for the same order. This happened on July 5/2023. Today is July 8/2023. Yet I'm waiting for my extra payment they helped themselves too. This is wrong. Also that very same order not one item was correct and 1 item was missing. I am getting frustrated with the response. This is wrong and should not be happening.

After the most recent charge for an Instacart Subscription I went on their website to cancel the subscription and was unable to try and find how to do that. I had to hunt for a phone number to call and finally called the number I could find which was one helping people to set up a subscription. They said they were going to transfer me to the right area and then it hung up on me. After several attempts I decided to leave this review. I believe this is an example of a dark pattern I recently read about. If I'm not able to cancel, I'll file a complaint with the FTC.

Awful site!! They blame on customer when shopper make mistake and 70% shopper on this site do make mistake and switch items when we not even asked for. When I order for organic they bring non organic and charge for the organic. So nasty. If you don't want to waste your money and Instacart won't refund for mistakes and block you.

On numerous occasions the shopper will not purchase the correct groceries and not often message me in the process even having given elaborate, specific instructions about the product due to my severe allergies. Even worse so, the InstaCart Support is awful and unwilling to compensate due to the shoppers lack of awareness and careless mistkaes. I continue to have a negative experience overall with receiving a refund on those specific orders that had been wrong and had been paid for DESPITE the photos I provide and so forth. Instacart is not worth the monthly delivery fee either. Go with Amazon Fresh instead!

Be careful when using Instacart as when there are missing items on the delivery they will not refund those items. Their 100% satisfaction guarantee is not true and you will be out those items. In my case there were $15 of missing items on a total bill of $80. I have used their service over the past year and it is getting worse.

Allowed the shopper to make several other deliveries before mine. Delivery that was supposed to take 15 minutes took in excess of 90 minutes. Frozen seafood was thawed and spoiled. Refund refused. Fraud.

I am disabled. I have tried using the service 4 times now. I have never received my proper order. Today I was missing 2 cases of soda, a case of power aide, and a loaf of bread. Also they had special instructions to deliver to my ramp but when they showed up she tried to drop and run at my front porch that I can't access. When I called customer service they would only refund 1 case of soda because I couldn't take a picture of the missing items. Which really confused and frustrated me. Then they told me if I don't like their service to go somewhere else. So I cancelled the useless subscription and I'm seeking a better service. If anyone has a suggestion please let me know.

They deliver to wrong addresses. Store tells them they can keep it. Instacart will reimburse. Neighbor calls police. Instacart calls you a thief. When they should have given the man his money back. Karma will get them.

I have used Instacart 4 times. You’d think I’d have learned after the 2nd. 1st time: missing items, 2nd time: wrong order. 3rd time: missing items, 4th time: order delivered, but not to me. The worst!!!

I've been using Instacart for a couple of months now...It seems to me that there aren't enough ways to make sure that the shoppers actually do a good job. I've received orders that I've paid for items and those items were blatantly covered in mold / just rotten. Which I believed to have been fine since they provided me with an easy way to receive credit for those poor decisions made by their shopper...but yesterday was an experience to where I will NEVER use this service again!!!!

Literally, I have made $6.47 in (4) whole 8-hour+ days working for Instacart. Today is 6/28 and I became a platinum cart member (notice a pyramid forming??) 3 days ago. Today is my 4th consecutive day of making almost nothing. The homeless in my neighborhood have easily made 30-50x what I have in the past (4) days picking up cans. Instacart is great for shoppers but bad for the people doing the shopping!! I am sick of hearing Karen-like reviews here from shoppers whining about replacements. Contact your store Karen, not berate the shopper who makes a living wage SERVING you!! Facepalm. Review over. Mic drop.

It is just not a fair and honest platform. The algorithms are just as bad as UBER'S. They really try to take advantage of the driver with combining batches but not increasing wage, trying to make you go way too far for a delivery where there is no money left to make. They support the users over the drivers when it comes to platform abuse. Like adding 30 items to the order when You are already in checkout or allowing customers to not respond and ultimately wasting tons of time in the store in limbo.....UNPAID.

I have been a customer of Instacart for many years. I have also been a shopper for Instacart for quite some time. In both cases I have done everything right. Instacart randomly sent me the customer credit card. I never use company-specific credit cards. I should have just tossed this one, but I foolishly placed it in my wallet. I never used it; it just sat there. One day, I was shopping for two customers at Fry’s. I was in a bit of a rush and hurriedly grabbed the customer credit card instead of the shopper debit card to purchase the two grocery orders as a shopper. The two cards look almost identical, and it is honestly an easy mistake to make. The shopper card is pre-loaded with the correct amount to purchase the groceries for the customer, who at that point has already paid on the app. I went along my way, delivering the groceries to the two customers, not realizing the mistake I had made in using the customer credit card.

Yesterday I ordered groceries online via Instacart for pickup. When I got home I noticed that the bags were damaged and had dirt on them, and the items/groceries inside did too! I never noticed when I asked the driver to put them in my trunk because I was on my cellphone when I picked the order up but once I got home I was highly infuriated because it looked as if the order was dropped! I did know that the guy didn't have a buggy! I reached out to the local store and talked to the manager, but he only told me that he would talk to the worker or bag guy about it and to reach out to Instacart for the refund.

I have used Instacart for almost 3 years, but am eager to quit. More than half the time they bring replacement products even though I specify "No replacements!" for every item. At first, they refunded my money, then they forced me to take photos and explain in text why I should not have to pay for items I didn't order, taking up my personal time and adding stress to my life. Now they completely refuse to refund my money for things I didn't order. They sent ME a message about integrity as if I'm a liar. I am many things, but I don't lie (even when playing poker). Making people pay for items not ordered is illegal. Can someone please sue them on behalf of all of us?

For years I've ordered from our local Price Chopper and picked up my groceries with no problems. UNTIL Instacart was implemented in June of 2023. I was skeptical and had a bad feeling. I ordered my groceries (2 weeks worth as usual on a Sunday) 1. Now I'm paying $1.99 to pickup my order, not happy, but I'll give a try anyways. 2. Everything seemed to be going ok until the email and text notification that the order was ready please pick by (time indicated). I got there and let them know which space I was in. 3. Here's where the headache starts. Reply be out in 5 minutes. 15 minutes later I received a text that No one is available please come inside. Not happy I go inside to customer service just to find out that they can't help me, they can't give me my groceries. Call tomorrow? Really??? 4. I'm fuming mad, go home try to contact Instacart. Nothing. I wait.

Idk from where this came but I'm from New Haven CT 06513, Instacart from the seven 11... It could had been West Haven CT, Hamden ct or New Haven CT don't know, either way it's Instacart.... They are signing people up for memberships that cost about 100 plus dollars that we never approved! I called insta... Today to get my money back, as I'm going back and forth w/ cs. The girls are laughing in the background... I'm disgusted and I would never ever do instacart again! It's a shame they have employees like this using our debit cards as they please! It's illegal and fraudulent!! Something should be done to stop this insanity!!!

On 6/8/23 someone hacked my account and ordered $80 worth of Walgreens - at which time, I immediately shut down my account. It is now 6/22/23 and I've spent hours with 3-4 different customer support agents who state their "Trust and Care" team will be in touch, but they don't have anyone available to be able to speak to over the phone to process a refund. Each time you call, you have to re-explain yourself and the outcome, is ultimately the same. No resolution. I've reported to the Better Business Bureau because this is unacceptable.

I worked with Instacart for over 2 years 600 deliveries! 4.98 rating and to get a customer who will just lie to get a refund or to spite you! And instacart will just Deactivate your account. (PLEASE BEWARE!) A majority not all of these customers are extremely ungrateful! Especially instacart!...They don't care how long you been with the platform, they don't care about your 5 star rating, they don't care that you worked in all types of weather, they don't care that you had to pay for repairs on your vehicle yourself!

Charged an annual fee which they refused to refund, no matter what. I never used it and poor telephone communication. Instacart said they would cancel my membership in a year. Right??.. I do not trust their people and ways of billing.

Be Aware! If someone hacks your Instacart where you can't get in it, they say they cannot help you and they really don't care. All they can don't look up your name, which mine showed no account. But, they did say who was authorized to use my card even if I didn't know who it was and I had told them the driver name and what the purchases was because the person that got my info didn't change the email. They told me to file a claim which I still haven't heard from them. I feel they really don't care about the consumers.

Not only did the Customer Service team fail to resolve my issue, they also completely ignored me, did not respond, or if they did, act as if I had not filed a complaint earlier. I received an email with a 50% discount, I activated the discount and it showed up on my account page, but when I went to checkout and pay for my order, a discount was far less than promised. I submitted a detailed listing of my complaint accompanied by screenshots of all email, account page and credit page. The next day I reviewed my checkout page and the cred was reduced substantially and the promised promotional discount was no longer on my page with a statement that the promotion had expired. I sent a follow-up email and received a response asking me to resubmit my complaint.

Customer support Supervisors never returned the call, and agents lying, hang up, and often do not want to provide the Ticket number. Shoppers constantly do not adjust the item's weight and you will be overcharged! If you request refund several times you will be put on restrictive status and review forever. Appeal group immediately reject refund without any explanation, even I always provide the picture. As Result I am paying for shopper's mistakes. Terrible support and even worse Appeal Group service like in 3rd World Country. Be aware you will be OVERCHARGED.

EVERY TIME I order they bring me the wrong food and won’t refund my money!!!! Not even with photos of what they delivered. Very very upset! I am out 47.00 for fruits and vegetables that are supposed to be organic and none of them are! I am allergic to the pesticides in regular foods and can not eat them. I order organic and get charged for organic and that’s not what I ordered.

These days you see plenty of stories of Amazon drivers becoming rich from stealing packages and reselling them or random people stealing packages from doorsteps but I was fortunate up until yesterday not to have experienced it. Insanely enough, I wouldn't think the first time it happened I would be living in a luxury apartment complex. I routinely have my groceries delivered bi-weekly. From time to time I've used Instacart when Shoprite doesn't have a time slot available for the day. Yesterday I opted to utilize them because I received a notification that I would receive $20 off. Sweet! Well, that was my original thought considering that two weeks prior I tipped the driver $20 for lugging my order to my door and figured the discount would essentially cover the tip this time. When the driver (Reginald) arrived, he called because he was in need of directions to find the entrance of the building.

My shopper bagged leaking raw chicken with fresh produce, rendering it inedible contaminated and inedible. My last order had missing items and the order prior to that, the shopper made ridiculous replacements for items I asked to be refunded if out of stock. I just want my payment method refunded since I don't ever want to use this service again, but they will only credit my Instacart account, forcing me to either place another order or lose my money.

I passed my driver leaving as I pulled in. When I got to my door there were no groceries. I figured my son had brought them inside. He said nobody had come to the door. Check of my order showed it had been canceled. When I called customer service, first they said they don’t leave groceries at the door, (they had previously done that MANY times for me). And then when I told them my son had been there the entire time, I was informed, “They are not required to come to the door either”(???). I was straight up robbed.

Instacart sold me spoiled potatoes and old reduced price chicken for regular price. The chicken was delivered to my house on the last sale by day. It had a sticker for reduced price. I didn’t order old chicken. I didn’t want old chicken.

I checked my bank account on 5-30-23 and I had a hold on my account from Instacart for $140. I have not used their service since February 2022. I called Customer Service and she told me I had placed an order on May 27. I told her that I did not. She asked me to look at my orders on the app. It shows I have not ordered since February 2022. She then tells me that is not correct, I need to sign on the web. I did and it also showed last order February 2022. Finally she transferred to me accounting. Same story from her. She said she would send it to the next department and they would call me to resolve the matter. Needless to say, I have not heard from them.

I work with companies I like and trust…Good Bye Instacart! When someone says **-You to me…I leave. I placed my weekly/biweekly order. On the order I sent a message to the driver not to deliver before 6:30pm as I would not be home. I had chosen the 7:20-7:40pm time slot to ensure a late delivery. I received so many refunds requests and replacement messages thinking they were coming from the shopper…I even commented on how many changes there were.

Instacart has messed up my orders 7 times in the last few years then they got better the last few times. But today the shopper forgot my water so she went back to get it and claimed that she called/texted me to let me know she was back. That didn't happen. Instead of going back to get my water, shopper was instructed to go ahead with her next order. The co. said they would give me a credit or refund because I would have to order another $35 in groceries in order to have my water brought back even though it was not my fault. They said a refund would take 5-7 business days which doesn't work for me so I took a credit. But grudgingly because they left me no choice. I don't have a car anymore and I'm sick so now I have to figure out how to get my water.

I place an online order with Kroger. The driver for Instacart lied and said I never came to the door. Not knowing I have 2 cameras and no one ever showed up to my house. They are letting anyone drive and their driver is stealing people groceries. They need to be shut down. I will never use them for anything else.

Four times the Instacart shoppers have failed to look for the correct brand and or product, they do not convey special instructions to deli e.g. slice turkey thin instead I got 1/4 inch thick!! Interesting in the same order my ham was sliced thin as instructed in the notes of my order. It's a constant battle getting products and or brands correct. Deli products have never been correct...never! Not all but too many Instacart employees are lazy and do not perform their job description therefore the consumer pays for their mistakes, carelessness.

I used Instacart to try and get pain relief cream as I cannot walk well and got quoted time frame. Up-to-date map and msgs said driver shopped and was on the way and one block down... Still no product. Another driver never showed again and Instacart could not even reach out to their own shoppers/drivers. Would not give me full money back... This company is fraudulent!

On May 2nd I order groceries from Instacart for dinner. The told with fees was $65. I realized I was charged $165. I contacted customer service on 3 different occasions. The first 2 times I was told I'd get a refund. The 3rd I'm being told I order $76 in asparagus and the rest was for cater and replacement fees. I will never use instacart again. This is robbery.

Items were not received, and several substitutes were made and added without my authorization, I notified the shopper who ignored my text messages and then shut off their notification. I notified Instacart, it was clear they could care less and informed me I'd be receiving a refund but that wasn't the POINT. The point, IS: Someone who works for Instacart is using this company scamming orders for their own benefit. I canceled the card used for my order, and have never used this company again. This company should not be in business. I have two jobs, and this experience was horrible.

Absolutely terrible. I ordered garden items from Home Depot. The total order was $65. I understand that sometimes substitutions need to be made, if the original products are not available. I did not receive one thing that I ordered. Not only did I not receive what I ordered, the substitutions cost less money than what I paid for. I ordered an 8 lb bag of potting soil. I received an 8-quart bag. I also ordered a gallon-size pot of petunias. I received a quart size completely different flower. When I totaled the items I received, it came to $27. Instacart was willing to give me a $6 credit. I am floored. Never again. This service is highly questionable on being dishonest and possibly keeping people’s money in addition to their fees.

I have plays several orders with Instacart. For some reason it seems their shoppers have a problem contacting you if they can’t find something so they substitute something without asking you. Several instances I have had items that were twice the cost of what I wanted added onto my bill without even asking me. The shoppers I’ve had from Instacart finish the shopping early however, they do not deliver the goods after they finish shopping. I had an order today that was shopped at 1:20 PM but the shopper did not deliver the goods until 3:30 PM. Now I live in South Carolina where the temperature outside is 87° today. On my item list I had chicken salad made with mayonnaise, lunch meat, cheese, and a pack of chicken thighs. These items were not kept refrigerated, and when they were dropped off at my house, they were warm. It is not safe to eat chicken salad when it’s warm or to use chicken that was frozen and that was lit to get hot.

The shopper/delivery person chose the wrong item at Lund's grocery store. Evidently he can't read!. He also failed to delivery the order to my apt. door. I saw his pic, he looked like he was high or on some kind of drug. I contacted Instacart for a refund, and as yet have gotten no email confirmation.

I just ordered a $400 order of groceries. The groceries were delivered, a picture was taken of the groceries left on my porch, and THEN, The groceries were stolen by the driver! I called Instacart and they said no one replied to the text messages. So the driver canceled the order. I called to talk to a Supervisor and was hung up on after getting no resolution. They refunded my money and told me if I wanted the order, I would need to re-order all the groceries in the app, and I would be charged again. Now...I'm Pissed off; the rude SUPERVISOR hung up on me!!! I have faithfully used their services, and this was the last time! I reported a CRIME of theft to them, and they were reaching for excuses to justify canceling my order and taking up for the driver that STOLE my groceries.

First of all this afternoon I was having issue for ordering as app was having some glitch. Then when I was able to order then another glitch. On my side I can see correct delivery address for my home but at my delivery driver's end, different address was showing.. Then I spoke to customer service rep who said, "We can't do anything. We are sorry.." And then she said, "Oh you know what. You can delete the directions you mentioned with your address. May be that the issue." How can directions with my address can be issue. Directions were "It's a side door down the black stairs."

I recently enrolled in Boost and delivery and shopping is done by Instacart. I must say I'm disappointed each time I received my order. I have been getting things that I didn't order and was charged for them. Most of the time replacements were poorly selected. For example, I ordered coconut milk and was given coffee creamer as replacement even though I didn't approve it. I probably won't go with Instacart again.

Why would I pay a monthly fee to Instacart when I use Boost which is way cheaper order straight from the store. They have a senior number, but offer nothing to Seniors, so why a different number. The customer service people could not answer my questions. Lousy customer service.

Although I have been a loyal customer of Instacart for the past 5 years, I have unfortunately encountered several issues with my orders. Despite paying for a premium service, I have received less-than-satisfactory service on numerous occasions, which is disappointing. I have raised these concerns multiple times but have yet to see any significant improvement. The problems I have faced include receiving spoiled or damaged food, missing items, or even entire orders. It can be frustrating to have to double or triple-check orders that I have paid for with my hard-earned money. While I hope that Instacart will take steps to improve their service, I have decided to terminate my membership as I am no longer a satisfied customer.

I am particular about quality produce/meat and I am very specific in my order preferences with Instacart (i.e. Bright red, shiny, plump berries when ordering raspberries). Some shoppers are better than others. I always appreciated that if there was a problem with my order, Instacart would refund. There was a problem with my most recent order and I reported the issue as I normally do when a product doesn't meet my standard, based on my order instructions. This time, I received an email from Instacart saying they were "reviewing my account based on an unusually high number of order issue reports" which is very accusatory. I phoned customer service to have them cancel my account and pro-rate a refund for my membership fee. They refused because the grace period is over (15 days).

A wrong order was delivered. They refused to take any responsibility and talked double talk with me. I think the computer imposed my name on an order-name is similar to one store. When I said the store from which my order was sent was not even on my web-site, they came up with some excuse. Their goal was never to work with me.

Some shoppers are irresponsible. Even if they are given every details on replacement, they cancel the order and every time Instacart charges $15 for cancellation. The whole point point of online shopping is because people are busy but this app needs people to be available to discuss everything even after all the details and replacement are made clear beforehand. If we have to do everything, we will just Go and shop by ourselves. Too frustrating and they claim they save hours of shopping when sometimes it's more hectic than going for it ourselves.

I placed an order on April 28th. Called them as soon as my order was delivered to let them know the Instacart shopper purchased items on my card I did not authorize. I was given a case number. Website says 3 to 7 business days to get a refund, customer service says 7 to 10 days. So they took 136 out for a 70 dollar order and another 60 which was suppose to be the correct amount. But as of May 2nd nothing has been refunded and after 45 minutes on the phone with customer service they said there's nothing they can do. It's just their process. So now I'm out 200 dollars for 60 dollars worth of groceries. I told them they need to do better. This was unauthorized purchases on my card. I asked them why they didn't wait to take out the 60 bucks. They explained they can't wait on their money but I have to when it wasn't authorized to begin with.

Let me start off by saying this. It’s not the workers that’s the problem. It’s the company. If the app says that the supermarket has a certain item is “in stock” then the “personal shoppers” should be able to retrieve that item when they at the supermarket. So many times I would have to do a “replacement” on an item and that is such a huge disappointment. If an app says they have something, it should be there.

They MISLEAD you with promotions and representatives and you end up paying more than what you wanted. They pretend to assist you but in reality they have several different agents talk to you but they don’t even read what’s been said before, so they exhaust you by making you repeat yourself several times and sending agents that will give you a superficial response. Until you give up.

April 26, 2023 at 3:28 PM I placed an Instacart order with a total of 137 items using my EBT for an amount of $867.87 and then using my personal debit card for an additional $116.87 coming to a total of $984.74 that I was charged and paid to Instacart. The driver submitted my order as delivered but failed to actually deliver my items essentially stealing my entire grocery order and I have yet to receive any type of refund. I have contacted attorneys, filed a police report, contacted my caseworker and have been given the runaround by Instacart for days with absolutely no resolution.

HORRIBLE, TERRIBLE! STAY AWAY! Placed an order that was very costly, it never got delivered but I was charged for the order, including service fees, delivery fees, tips, taxes. Called and they re-requested the order. They missed items that were very high in cost. New order got delivered with the expensive items i paid for missing. I called to complain and they offered to refund me ONLY the cost of these items, not factoring in the tip, fees, taxes paid on these items. That is unfair. That is STEALING money that is NOT theirs. Bunch of THIEVES! DO NOT USE THEM EVER!

If I could give 0 stars I would! Horrible customer service! They are so rude on top of being incompetent. I had issue with my promo code. I contacted customer service. They couldn't resolve it as they don't deal with promo codes apparently and asked me send email on Instacart Help. And I sent multiple email without any reply or any resolution for the problem! It's been 3 days now.

I typically order from Publix, this time I placed an order for my daughter who lives in Tampa, FL. I ordered quite a few fresh baked goods...When the groceries were delivered, the delivery person by the name of Esmeralda, ate our cupcakes from the packages....I threw out the whole damn order...because how dare this person place my family in danger by doing something so nasty and dangerous....I expected to be reimbursed for that entire order, but Instacart thought that giving me a 5$ refund can make up for this employee's lack of judgement and for my 50$ order of just baked goods for our party.

No updates. No response to chat and then they cancel order with no explanation. Now I have to wait 3 to 5 days for a refund. Wow how are they still in business! I could have gone to the store myself if I had known they were so irresponsible.

Order was to be delivered between 815 and 830. Got email that it was delayed until 915. Got notification that shopper was shopping the order and at 815 the shopper checked out. At 915 order was still not here. While on the phone with customer support Got an email that order was rescheduled for tomorrow morning. This order is for dinner for my kids and I have no way to get them food now. The store closed at 9. And they won't do anything for this situation.

I'm paying a family plan on Instacart. After 5 delivery, I ordered today for 135 dollars of groceries (fresh meat, cream, yogurt, fresh meat and frozen product). I gave all access infos (same than for my 5 previous orders). But the driver without even calling me decided to leave all the bags in the front of the building, in the street of Downtown Los Angeles. After I found out on what happen I went down and my bags already disappeared. But even if it was still there I would not eat it as it's 78 degrees outside today and there is no shadow.

As an Instacart shopper, I was instructed to use my own form of payment for an order at a wholesale club and that I would be reimbursed afterward. This was April 1st, and they already refused to refund me what I spent. It's a huge step backward seeing as how I was doing this to make money - not lose money. $151.23 lost.

Tonight was my fifth and final time giving Instacart a chance. They have overcharged me and then argued with me about it on the phone as a senior. Every time that I ordered they got something wrong whether it was spoiled milk, thawed ice cream, putting a hold on $45 when my bill with only $25 and having to wait 5 to 7 days to get it back. Tonight they overcharge me and I brought it to their attention and the associate argued with me on the phone when I had the proof right there in black-and-white. It’s not they continuously make mistakes. If they don’t listen to make it right.

After being a customer with Instacart for a few years and spending thousands I have found their customer service has tanked this year. If your order is messed up which happens as we're all human they will refund for the missing item but will not redeliver. The shopper may have had my items still in their car or gave to someone else but they don't reach out to find out and you are cut off from any communication with the shopper as soon as they check out.

We have been regular customers of Instacart for the last two years. During this time we have had some ups and downs. NOT all of the drivers are bad, in fact sometimes we are lucky to get the same person twice. Today I have to say was the worst, the driver did not communicate, made their own choices instead of being a real shopper and asking questions of the customer. They were even missing items and showed up 3 hours later than the time slotted for. Goods were crushed, items missing, wrong items bought and yes we have pictures to prove it.

I have had the experience of two deliveries from Instacart at Sprouts with a longer grocery list and both have had similar issues without adequate correction. A couple months earlier had a short list with WalMart that was totally positive, great shopper and items right and deliver within an hour, but did not get a copy of the receipt to verify the full charges, it is not given when groceries delivered. Issues written to the company via their format are not replied to, and the company has no introduction web page and charges such as a Service Fee without adequate notice nor explanation how it is figured and what it is for, and is applied to the checkout balance without informed consent and as tips are no applied as directed during shopping experience.

I had a delivery that went horribly wrong when the driver ran off my driveway and got stuck. No notification or warning and I have had no success with Instacart stalling to remedy I gave them evidence.

On Sat, 4/8/23 at 3:38am, I placed my family's semi-monthly Kroger grocery order (which included our Easter dinner) for delivery between 4p-6p. I'm disabled so I'm no longer able to go to the grocery store & shop like I used to. At 4:18pm, I got a text that shopper "Sherita C" started shopping for my items. She would periodically reach out to see if I wanted items that (allegedly) weren't in stock substituted for something similar or to let me know that something was canceled due to not being available and had no substitution. At 6:45p, I got a text that she had checked out. At 6:56p I received a text from my bank saying that an additional $62.14 was charged to my debit card. I knew this couldn't be right considering how many things I was notified weren't in stock/didn't have a substitution. I wasn't too happy about this but I figured I would wait until the shopper arrived and discuss it with her then.

So I got a Auto renewal notice from Instacart on my phone. The same thing happened last August. The problem is is I was unaware that I am the only one signed up to both accounts with two different emails and they did not notify me till I figured it out today. I called them and told them how many single people have two accounts and why would you have to accounts. Because ones on my desktop and one's on my cell phone two different email addresses. They probably have been double billing me for 3 years because I didn't see the renewals in both e-boxes. I called them and asked for a refund because I was unaware on one account and a cancel the auto renewal as of today. These people took $600 from me when they should have only taken 300. They say it's their policy but how many people have to have two accounts to shop with Instacart.

I placed a food order for delivery between 3-6pm. I waited until 6:30pm, then had to leave for a social event. As I had planned to take some of the items to the party, an additional stop was required. I returned home several hours later. The food items were sitting outside in 70+ degree temperature. I live in area with coyotes, bobcats, and javelina. The food odor had apparently attracted them, as the items were torn to shreds. When I complained to Instacart about the late delivery and destroyed food, they refused to issue credit, as I had had several prior complaints regarding similar issues. I sent photos of the damaged food- still received no refund. I definitely will not be shopping with them again!

If I could rank them 0 I would! Worst customer service, shoppers claim they shop items that they charge you for & do not deliver them. Then you have to deal with their service who just shifts you from one dept to another. Then when you file a complaint they bully you by saying they shut off your account unless you withdraw your complaint! I’m the last 6-12 months is when I have noticed this huge shift. I always have issues with my orders having items missing, shipping the wrong item, packaging meat on top of fruits/veggies, claiming they found something in my order but replaced it with something else & charged me instead. The list is endless. Shoppers have 0 accountability for their errors & the company makes the customers who are already paying inflated rates & monthly fee go out of their way to try to get their issue resolved! Stay away from this service. You will be robbed!

Terrible service. I placed an order for expedited delivery at 4pm, due to my house by 6pm. I was having unexpected guests coming for dinner, and thought I’d save some time by having my groceries delivered so that I’d be able to start cooking before their arrival. At 6:30, I messaged the driver asking him if he’d be much longer, assuming the store was overcrowded or something. He informed me that he had rejected the order and was not completing it at all. I assumed this meant the order was cancelled. About an hour later, while my guests and I were choosing takeout, I was messaged by another shopper that she was starting the order. We decided to wait and I’d make the meal I had planned on instead of ordering takeout. When I received the order at 8pm, it was missing the main item needed for the meal- chicken.

Just in case you read this. The reason most of you are getting horrible service is because Instacart changed its shopper pay structure right after the pandemic. Shoppers are making about $14.00 for a one hour batch not including the travel time to get to the next batch. It can equal out to as low as $3.00-$5.00/hr with long lines and the texting to find replacements. That's if the consumer tips 5%. It's funny that consumers think shoppers are to blame. It's literally shoppers trying to make ends meet. Before the pay change shoppers were paid about $9.00 flat + $0.40 per item + customer tip. Now they rely 100% on your tips and because you broke lazy dumbos tip 0%-5%, you're getting what you pay for. Even if you're disabled, nobody cares. Instacart is the real enemy here. Drivers don't care about negative feedback anymore. They just rush multiple orders to stack the base pay to a livable wage. Welcome to the new Instacart.

I'm 55 years old, I don't own transportation of my own so I depend on delivery. I first found Instacart when I moved to FL. Instacart was AWESOME. Not a single problem the entire time I was there. When I moved back to AZ I was THRILLED to see Instacart here as well. Boy was that a huge joke on me. It is the worst. I have become one of "them." An old fart on Social Security income. As such I get paid once a month, so I shop once a month for the month. By the time the next check arrives, I am READY to shop! I'm old and get distracted easily so I don't typically bang it out in one sitting. Plus it's for the month so some agonizing goes into as I change my mind on items, etc. I don't know why I'm trying to provide them with excuses, I all know is it is the WORST!!!!

Being disabled I rely upon this service. I've been using it for years. In the last year or so not only are the shoppers not doing a good job but the customer service is awful. I've had 4 bad experiences. One shopper told me they weren't going to ask the store for help getting an item because she would rather be home with her child right in the middle of the order. Customer service said all they could do is block her from my service.

I set up my Instacart order from Aldi (Aldi is in no way affiliated with this post) this morning. Instacart sent the 1st shopper, this shopper promptly picked up some food, ran my credit card (roughly $100 worth) & proceeded to Steal my food! Dropping off cat food & cat litter, I do not own a cat. I immediately contacted instacart, they assured me they would have a new shopper get my order & deliver it to me in the next two hours. The 2nd shopper did not possess the intelligence to know the difference between a cucumber & a zucchini! I also ordered spaghetti sauce, that I did not receive. However they did through in a box mac & cheese (which I Did Not order). Do Not Use Instacart!!! I can't warn against it enough, they do not hire competent shoppers.

At the beginning of the pandemic I discovered Instacart and it was a life saver for me and my family. My job became 100% remote so no stopping on the way home at the store - and with severe asthma it was better for me to have little exposure to Covid. I could order my grocery items at my morning break and they arrived after lunch. Life was good. RARELY was something out of stock and I was sent a message about it before the shopper finished in case I wanted to sub or at least be aware of the issue. For YEARS this was a reliable service and I even got to know some of the regular shoppers who delivered to me.

Consumers are at the mercy of delivery services like Instacart but fail to find a better way to ensure that the shoppers who are doing the shopping are effectively communicating with the consumers when there are issues. Unfortunately, in the past month, I have had to rely on Instacart for grocery shopping and every single time there has been an issue. Selected shoppers have replaced items not approved, pocketed the refund from switched items not approved, and canceled an entire order without providing a reason.

I have a 40 dollar off coupon, you had to spend a 100 dollars. They had to replace a lot of the items, because the store was out of them. My bill was 77 dollars after the discount and they charged my checking account 95 dollars. He tried to tell me that they hold money and I would get it back in a couple of hours. Never heard of anything like that in my life. They are a ripoff. BEWARE!!

I did some grocery pick ups with Food Lion for a few months with no problem not knowing Instacart was involved with the process. On March 13th I did a pickup, paid for groceries with EBT. Upon checking my bank account, verifying Instacart received their fee, notice they took $10. Called them, they said they put money on a hold until fee payment go through. Couple days later they took the whole $10. Called them back and was told my change will be reimbursed to my account in a few days. I received three refund to my bank, 17 cents, 46 cents then another 17 cents.

I had an acct. with Instacart and someone fraudulent order something that was $56.00 worth of stuff and added an address which was in NY and had it delivered because my Instacart was linked to my PayPal acct. Now I have unlinked them and also let Instacart know. I filled out this ignorant form from Instacart about a week ago and still no response nor a refund. The bottom line is this company cannot be trusted. This is ridiculous how they keep saying they will get this resolved but does nothing. I now have PayPal looking into this matter.

I've ordered from Instacart 4 times in the past, and didn't have any issues. This time there were many issues. First, it took several hours for someone to finally do my shopping. I only ordered 3 items which came to a total of $28.47. Guess how much I ended up paying? A whopping $49.41. Then, I checked my phone for the receipt and saw that Instacart had charged me $31.42 for the $28.47 worth of products!! So that was the FIRST "fee" they slapped on me. Then they charged me an additional FIFTEEN DOLLARS in fees, PLUS a forced $2 tip, which brought the grand total for fees up to $17.99. I mean come ON. That's INSANE. PLUS, the shopper substituted one of my items without even bothering to ask me first if I wanted what they chose.

Absolutely horrible, over $1,000 on a order that I still haven’t received. It's been 5 days since I was originally supposed to get my order. (Ordered March 15th for delivery on March 16th 2023. Had to cancel my entire order & reschedule due to shoppers saying they are out for delivery & never arriving to my door. It then gets resigned to a new shopper & gets pushed an entire day. (March 17) When the next day comes the shopper actually gets my things but his car breaks down, and Instacart vouches it would still arrive that day (March 17th by 8pm). Never happened even though I called.

I have been ordering from Instacart for years because of physical limitations my husband and I have. I probably order around 5-6 times per week, pretty significant orders. When there are issues with broken items, the wrong items, being charged for missing items, spoiled items, etc. I expect they will resolve them. They put a block on my account for notifying them of these issues. I do not hire the shoppers so have no control over who is shopping my order. Thus I am expected to send an email to resolutions along with photographs of the issues. I complied each time. The responses come from an automated system that many times do not address the questions at hand. It seems to take as long as eight weeks and at least a phone call every Saturday to check on the status of my issue. With many issues being unresolved it becomes a full time job to try to get resolution.

I don't really need to say anything if you consider the amount of one star reviews on the company but yes they are the worst! I order $384 worth of food from them at 7:45 pm on 03/19/2003 the took my money and at 9:50 they text me and said sorry were canceling you order sorry something on our end?!? **!!! Oh and you'll get your money in 3 to 7 days!? Meanwhile I've got to pull another $400 out of my ** to get some groceries.

I made a grocery order and the person working for Instacart charged things that wasn’t even on my original order! Then didn’t give me the things I did order! Then speaking to a representative of instacart named Evangelina, she was Very unprofessional and Useless. Telling me there is nothing they can do. No refund or anything to assure this person wouldn’t scam someone else. I asked to speak with a supervisor and she kept trying to place me on long holds to get me to hang up. They are scammers and thieves. Just ridiculous

I ordered on 2/27/23 for dinner that night and my whole order arrived extremely spoiled. When I contacted help center all they did was give me all lies and empty promises. Do not go with company as they employ thugs who have no sense of purpose when comes to shopping for others.

There is no way to turn off auto-renew or an intuitive way (if at all) to cancel your account. They prey on the fact that you will forget your renewal date like I keep doing for the past two years and then charge you $99 again, for another year. Further, if you are lucky you will get a good shopper but for the most part, stores are out of stuff and substitutions are rarely what you really want. Further, FORGET MEN SHOPPERS. I love men, don't get me wrong, but it's not an intuitive job for them.

Order sent at 6:39. It's now 8:10 and there's not even a shopper yet!. I wonder why? You should be out of business soon, and you should be. Delivery was already supposed to be here and now it says 10! I canceled my order and won't be using this service again.

I PLACE MY ORDER AT 12:00 PM. IT NOW SAYING 6 PM. IT HAS BEEN CHANGE EVERY HOUR ON THE HOUR, TERRIBLE CUSTOMER SERVICE, I will never never never use them ever again, they have no reason on why it's this at all.

If you can your best bet is to get into your car and go to the store if you are looking to save money. For me, they are too expensive. I went to Aldi's today and between the Service Fee, Driver's Tip and tax I bought coffee filters paid .12 for tax had I used Instacart I would have paid .52 for tax. Every item that I purchased had I used Instacart would have been up to .40 cents more. By going to the store myself I saved $15.48. Best to go to the store yourself if you can.

Instacart shoppers often fail to check expiration dates, that is part of my complaint with them. So the customer can easily get products with very short lifetimes. Over time, I have received several refunds for items that had unreasonable expiration dates. (Only rarely have I received items that were actually expired.) On 3/13/23 I received two half-gallons of Darigold Ultra Pasteurized heavy cream from Costco through Instacart. Ultra Pasteurized cream usually has an expiration date two months or more ahead. These two half-gallons had an expiration date of 4/6/23, less than 3 weeks away. Instacart refused to give me a refund. I consume almost a gallon a month, this cream will have to be discarded before the first carton is fully used up. I notified Costco in Kirkland, WA of the date on these items so they can remove them. I have cancelled my account with Instacart.

I placed an Instacart order for delivery from Aldi's on 3/13. When the delivery driver arrived, I noticed she spent an exorbitant amount of time in her trunk, before putting my groceries on the porch. However, I was in a meeting and I could not come downstairs immediately. I heard the car backing out of my driveway, but she never rang my doorbell to confirm that she dropped off my order. When I got to the door, there were only two bags on my porch. I looked through the bags and four items are missing. I immediately sent a message to the Instacart driver to which she ignored. I logged on to the app and I reported my missing items and I reduce her tip. About 30 minutes later, the Instacart driver comes back with one of the four missing items. By this time, InstaCart has given me a credit for @$21. I reported that the driver returned one of the four items (being honest).

Been doing Instacart for about a year to supplement my income. I find it frustrating the methods and practices Instacart operates by. All too often, they tend to batch poor tippers with good tippers. Based on my experience this keeps "batch" payments low and never over an average of 10-30 dollars for my area. Not only does this practice cap the amount we can make but it provides an unequal services to the consumer. One person is carrying the entire order of the other. Sometimes I go out of my way to find additional items added, to find the perfect substitutions only to find out that person tipped 3 dollars vs 20 for the other shopper.

So I spent a couple hours putting together a Costco order. Instacart canceled. No explanation, nothing. I called and they said, the order was suspicious so they canceled my order and deactivated my account. I can't even go back and look at past orders because my account is deactivated. Even though this was to an address I had previously ordered. They never tried reaching out to me or anything, just canceled and deactivated my entire account. I reached out to them and learned of this when Costco sent an email that my order had been canceled. But it gets way worse... They told me to send a pic of my driver's license, and they would reactivate and I can reorder. Mind you this was a same day delivery. So I did this, it still didn't work. So I call back and they say it will take 24-48 hours. Mind you this was a large order that I needed the same day.

Placed an order in December 2022. $70 was deducted from my account. They promised refund my money but never did paid. I have tried so many times to get my money back. I just gave up. I think Instacart is just a sham.

Horrible. I placed an order 2/22. My order got canceled by Instacart and then my account got locked. Money was pending and then they took it out. I have been calling every day and have gotten nowhere. It has been almost three weeks. I just got my account unlocked and I still haven’t gotten my money. Every time I call I get the runaround. I really came here because I have given up and I am thinking that I will never get my money back. This was convenient but this stress of not getting my own money back and how easy it was for them to take out and the fact that they can’t put it back?!

My order was delivered. About half of the items I ordered were missing. Instead, I received one bag that was apparently from somebody else's order. I immediately texted the delivery person. No reply. I then contacted the "chat" for customer service. They said they would issue a refund, to wait a couple of minutes. They came back and said they could not do that, but to email orderappeals@instacart.com. I immediately did that. They replied that they could not assist me because I did not have a ticket number. I then filed a complaint on the page where they asked to rate the order, and did indeed get a ticket number, so I resent my complaint to that email address. No reply.

We placed an order to Dillions through Instacart. We were charged for 6 items, but did not receive them. We received two items we did not order. When I went to Dillions to try to fix, I found out the Instacart was a separate company. Dillions was willing to process a refund, but there was no way to have the items sent to us without reorder. I called Instacart, had to list the items twice, then they processed the refund. Only way to get the items we needed was to place a new order. We've done 4 orders through them, 3 were fine, and this one was messed up. I don't like the odd of 1 of 4, so I will not be using instacart in the future.

I have read that Instacart prices may (keyword "may") be higher than store prices. In my recent case, that would be an understatement. I had prepared an order to be placed with M&M Foods. When I mentioned to the hubby that I was about to place the order he reminded me that we would be driving past an M&M the next day. Why not just place order with M&M & pickup from them? Which I did. Now, maybe I might not have noticed a difference in price on a couple items but the difference in the M&M order and the Instacart (M&M) order on 7 items was a whopping $19.50. After using Instacart on several previous occasions, I wonder how much money I have lost due to extra charges. Bye, Bye Instacart, I can’t trust you anymore.

Publix and Instacart took my food stamps I earned because someone stole my order from them. How fair is that Publix store in North Augusta SC? They have done me like that multiple times. I am terrible sorry to the people that who does shop there and who are going to shop there. I even appealed and I lose my EBT $267.50 and they deactivated my account as well. I never received any refund or food from Instacart or Publix. They ripped me off good not just this one time as well.

They were nearly 2 hours late with my delivery the first time I ordered with them. I tried to get a refund for at least the delivery fee by calling Instacart directly but they told me I would have to reach out to the supermarket which I did but then they told me I needed to contact instacart for an issue like that so, I got the runaround.

Unbelievable!! Shopper texts me authorization for substitution, I agree on 2 items, all goes well, then he drops on my doorstep and leaves, no knock, no text, and lo and behold I am missing my ribeye steak, toilet paper, and potatoes. Says I will be refunded, but this is absolute **! Where did my items go?? Thin air!! I think not!! Do not use this service, bunch of thieves!!

My Daughter came home shiv from school. Put in an order for dinner and ** for her. Instacart pulled my old address and when I notice I called the delivery agent right away. He was going to deliver it anyway. When I went back on to see how far away he was it said my order was canceled. I was never notified. If I had not gone back on the app I would have never known. Will never use them again.

My experience with Instacart has been pretty good with few exceptions. However, if one is making purchases from Instacart-Kroger with wine; please check that they delivered that product with all else.

I started refund for undelivered goods within two hours of them delivering my groceries to a address that is nothing like my address and I have been told four times that I would get my refund and given a confirmation number that when you call back does not exist, all lies. They even referred me to a specialist to handle my refund to expedite my refund, lies. Started my refund complaint on January 27 2023. Now it is February 28 and when I ask for a supervisor, I was told they are all in a meeting.

After being a regular customer for several months, I received an e-mail that my account was under review and I could potentially be refused any credits or refunds in the future. This was due to the high number of issues reported on my orders. Issues such as receiving the wrong item, or not receiving the item at all. Apparently the customer should be punished when the Instacart shopper chooses the wrong item! On my next order I reported receiving an incorrect item (an item that I pre-selected the option to be refunded if the item was not in stock, rather than choose a substitution), and I received an e-mail that my account is no longer eligible to receive credits or refunds unless I go through an appeals process! This is how they treat their customers. After several phone calls I finally spoke to a manager and she told me they could not remove this feature from my account. I told her I'm no longer interested in being a customer of theirs and I would be posting about it everywhere, along with going to the media.

I have been using Instacart for some time. I probably get my groceries from them at least three times a month. Yesterday I ordered some ready made food from the supermarket with them to deliver to my job. The supermarket is about two miles away but I can't leave so I wanted it delivered. As soon as the lady driver accepted my delivery I wrote to her to let her know that the map on the app shows my work location as being South of where I actually am. But I reassured her it was very simple, it's a major street and instead of turning south as the app says, just keep going straight. Anyway she said she understood and that she would call me when she was close anyway. According to the app she picked up the food. Then I see that she's driving around it what seemed circles, not even getting close to the major street. Then suddenly I get a message saying the order was cancelled by the driver.

Instacart rips people off that’s why they don’t give you the receipt. They charge you more money for everything. Don’t shop with them. You can save money somewhere else. They charged the customer $2 more per item. Be careful.

I didn't like the idea of having to pay for a membership to Instacart to shop at Aldi, but with my husband and I no longer able to drive to the store to buy groceries, it seemed like there was no choice to be able to get the items we needed on a regular basis. Some of the deliveries were flawless, but most had problems. Who deliberately shops for bright green bananas? In the short time we had our membership, this happened not once, but twice, by two different shoppers. We ordered fresh blueberries twice and both times they arrived with mold around the stems. My shopper notes about choosing fully ripe fruit with no signs of mold was ignored. Some of the milk and bread items they chose did not have as long of a shelf life as what you would expect, so I had to add that to the shopper's notes.

Within a month my account has been locked. This is without telling you you have only 2 attempts to log in before having the account locked. This is without ever having any payment or credit card problems. This is when your computer and/or laptop has the password saved. It's crazy to me. If they are having such issue as to lock out the customer then don't allow the credit card information to be saved it that's their excuse. Three days later, stuck at home after surgery, I have no groceries. Always when ive needed it most. Get them on the phone and nice as pie and tell you they're sending you an email but that's useless because unlocking your account requires whole separate department to look into it. so no groceries for me. and unfortunately we have no supermarkets in the SC area that deliver, like Stop and Shop Peapods up north. For such a big transient area this state is behind the times.

Some of the deliverers are just nasty, they lie about leaving groceries. Used several times. The last and final time the deliverer never even showed up and the store I ordered which was Safeway acted like they could care less. I will do my own shopping. Not worth the hassle.

Enticed by the convenience of the service I signed up as a member of Instacart last year and paid the $100+ fee. I knowingly paid the membership fee, I also agreed to service fees for each order and the tip for the shopper, however what I did not know and only found out many months later is that Instacart also RANDOMLY MARKS UP EACH INDIVIDUAL ITEM THAT YOU BUY. For example onions could be $1.49 and Instacart charges you $1.89. Bagels may be $3.49 and they charge you $6.49 (this actually happened!). Instacart takes $0.40 plus for each item in addition to the membership fee, service fee, heavy lifting fee, and tip. I tried to dispute these random markups with my credit card company and was denied. **

I discovered Instacart which was great for being able to send my elderly parents groceries. 1st 2 to deliveries were delivery charge free. After that I understood that I would be paying delivery charges. I live at a state so I was willing to pay the individual delivery charges. After 2 weeks of signing up for instacart, I received a $99 subscription the 2" to card on top of the already expensive delivery charges. I contacted instacart as soon as I received the charge. They switched me over to 3 different people and said that they would not be able to refund my $99 Because it was one day after the 14 day free delivery promotion. Very misleading, very poor customer service.

I've had Instacart for about 3 years now and when I first signed up everything went just fine the majority of the time. Of course nothing is perfect all the time and I understand that and I'm understanding that when you deal with people things happen. But now I don't know what is going on but today and earlier in the week when the shopper goes to check out they either don't have their Instacart debit card or they can't use it due to not updating it so the lady on the phone says. Well in my opinion this all comes down to a lack of training on their part. But I'm the one being inconvenienced and I'm considering moving on. Instacart get your crap together or you will go down the drain like so many other companies that don't listen to your customers.

I placed an order knowing I had a $10 credit from a previous order screw up. Today they credit me only $4.48 leaving me with $5.52 left to be used by 2/20/23. When calling they tell me they can only give one credit per order. Makes no sense. For the past six months I have had to call because of addition errors which cost me money. I am a senior who also is disabled and rely on this business but it beginning to not be worth it when they are stealing money from me every time. In the past I have asked to speak to a supervisor and they put you on hold for an hour then disconnect. Also have waited for callbacks that never happened. Today they tell me they will call me back in 30 minutes. We shall see! Someone needs to start a lawsuit against them for stealing from people.

Instacart stole from me. I have never once signed up for their Instacart+ membership, yet I got a $99 charge on my credit card for it. When I reached out to customer service to ask "what gives," they transferred me to another agent that tried to sell me on another, more expensive membership. I requested that they refund me immediately and cancel my account entirely. They only issued the refund - they did not cancel my account. I had to do it manually through the app and it ONLY works if you have an Apple device. That was the end of it for me. Seeing how most grocery stores offer pickup, Instacart is dying out and clearly scrambling to make a quick buck. But to steal from your customers? I think not. I filed a complaint with the BBB.

I ordered groceries from Instacart yesterday 2/8. Then I got the bill on my bank account. The original receipt was for $188 but the bank was charged $258. I took a picture of the receipt as the driver would not let me keep the receipt. I tried to get a straight answer from Instacart and all I got was the runaround. How can my bill go from $188 to $258? If that is fees then Instacart is ridiculous and I will not be using them again.

I ordered from Instacart. Their site looks great, but the fees are extreme. I paid $80+ in fees because I was traveling and just really needed groceries but didn't have easy transport due to not being local, nor much time since I was working. Instacart confirmed the date and delivery and then didn't show up. I contacted them and they said they'd needed to reschedule to a new time window. This happened three to four times in a row over the course of several DAYS. No groceries ever showed yet my credit card was charged hundreds of dollars. This is either a scam or a very poorly, unprofessionally run business. Do not use them. They are, at best, unreliable.

Even with free delivery, my 65 dollar order came to be over 80 dollars. Then they wanted to force another 5 dollar tip because I had a 7 kg bag of cat food on order. Since the only other time I used this service, half my order didn't show up, and half the items that did show up, I were obscure replacements. Absolutely horrible service from the app to your door. It's literally just a cash grab.

I’ve been using Instacart for over 3 years. The quality of service has declined significantly. Shoppers consistently ignore instructions. They buy expired or spoiled items consistently. Orders arrive late. Shoppers buy the large size of the item you ordered or choose replacements that are twice as much money in order to increase their tip. They leave bags outside in the rain instead of listening to the delivery instructions or calling the customer to let them know their bags are outside. You’ll be on hold for an hour trying to get a resolution and still end up being ripped off. If they keep up this trend they will be going out of business. The hassle and added cost to use their service is not worth it. Just go to the store yourself.

I have been using Instacart for several years. On and off I have received extra charges from Instacart shoppers. Tonight I placed an order and I received 6 Instacart orders on my credit card from other states and other bills charged to my card. Luckily my bank notified and declined the charges at the end and reversed the charges. I called Instacart and screenshot them all the charges which clearly stated Instacart from different states and much larger amounts than I have ever shopped and they were unable to help me. They sent me an email form to fill out and then I got a response that they would get back to me in two days. I canceled Instacart which breaks my heart because I use it almost daily but they are not a secure website. Don’t recommend unless you look at every charge and have a good bank that monitors fraud.

Terrible experience after terrible experience after terrible experience. I've given Instacart so many tries and it continues to disappoint. I officially hit my limit with the last order I attempted to place. I can be understanding as there was snow on the ground, but I scheduled my delivery around 2:30 to be dropped off at 5:30, which then turned in to 6pm, then 6:30pm. I think they meant that my shopper wouldn't finish shopping until about 6:30 so my order was clearly not arriving by 6:30. I added all the substitution options and when to refund me, as with many other people, the shopper decided to substituted whatever they wanted. I had to watch my phone like a hawk.

So to make this somewhat short. Someone in my household ended up catching covid. Well that made it a no go for anyone to leave due to quarantine. So go place a Instacart order the person with it is extremely ill so once my order arrives the two most important things they needed was missing. So it's not like I can run out to the store and go grab it, so I get a hold of insta cart they apologize, refunded me the money on the items I did not recieve then proceed to tell me they are giving me a $5 promo credit whatever (the credit they speak is on your account showing as you have to spend $30 to have the $5 promo credit to be used) what crap is that.

The driver totaled his car on my property causing thousands in damage. Instacart stated that it’s the driver's responsibility to have insurance. We are having extreme difficulty getting the driver's name and insurance company information.

Never received order. Terrible, terrible, terrible. Instructions were given in details for delivery and never received. This is a company that doesn't care for customers. This is the 3rd or 4th time it happens.

So I ordered my grocery store that I can pick them up on my lunch break. They told me they were coming in at 12:30. Okay so but my order end up coming at 11:15 and by the time I made it home to the grocery there were no groceries. I literally took a video pulling up to my house and there were no groceries on the porch for weeks on end. They told me that I would get my refund. They were going to give me my refund. "Be patient. We're going to give it to you." So it's almost time for the 10 days to be up. I get an email finally. I never got an email. I finally got an email saying that they would give me my refund on the 21st. I never got the groceries. Never got the refund because they told also started a follow-up email saying they were giving it to me. I don't have $200 to give anybody when I'm a parent. Single parent of five children. They should feel bad and unprofessional for taking money out of miles of kids.

No matter how simple the question, it’s never answered. Either the staff doesn’t understands the question, or they go completely around it. Their systems internally are so broken, Regardless of the geographical location of the call center, they are one of the biggest Delivery Apps with employment across the map, so why is it so hard to have proper Chain of Commands.

These people took money from me for two memberships for 7 months off of my boyfriend's card and when I called and told them that they were charging me for two different membership fees all these nuts I got to run around and never could get a refund after 3 weeks of calling and talking and emailing and I tried everything and nobody would ever take care of it. If that's the way they have to get money then they don't need to be a company. Do not deal with these people.

Ordered $95 worth of groceries. Received $17 worth of groceries and was still charged the $95. Half the items I received were not even the items I ordered. After hours of disputing with customer service I was told I would receive a credit from Fry's the next time I physically shopped at fry's and was given a code to give at checkout. When I went to use it, Fry's employees had no clue what I was talking about and were not able to help me and I had to contact Instacart. Magically this order disappeared from my previous orders on my instacart account and they had no record of the order or the charge. This company needs to be shut down and investigated.

I couldn’t leave but we desperately needed bottled water. So I used Instacart and I just wanted one case of water. I log in and there is a minimum of $10 per purchase, I understand so I get two cases of water. The total of groceries was about $10, then after fees and tip it was about $20. The shopper has trouble finding my address and she texts me a couple of times through the app which I didn’t see until after. She called me very frustrated about how she can’t find it and I do my best to give her instructions and she found it after that. Then after she drops it off I open to app to make sure everything was okay and they charged me $32 and some change. When I open my receipt they charged me an extra $12.99 delivery fee that wasn’t on there before the order was dropped off. It was my first order and it said “free delivery for first time shoppers”. I spent $32 on a $10 worth of groceries. That’s nuts. And the shopper was impatient. 1/5, do not recommend.

Tried several times to have a good experience with Instacart but disappointed every time. Several times got credits because their delivery people couldn’t be bothered to enter a multiple apt building so my orders disappeared before I got a delivery notification instead of a call to meet them. Paid several delivery charges even though no deliveries. The absolute last straw was yesterday when I picked up my order and got charged a delivery fee. I contacted customer service through email because I was working and after four responses from them saying that it was a “temporary authorization hold charge” even after I sent a screenshot showing that it clearly said Delivery Fee & the amount which was different from the temporary authorization hold amount they still tried to gaslight me and tell me I wasn’t able to understand that term. Absolutely infuriating! After hours of back and forth I told them to delete my account and all of my data and said goodbye for good. Be very aware of any/all charges from this company. There are better services out there so I suggest dealing with anyone else.

Used Instacart for a grocery pickup. Contacted via phone, computer chat & email to let them know of 5 different items I was missing but still charged for. Said I would see a refund within 5 days....well after 5 days, no refund. Contacted them AGAIN and now it is too late for them to refund me. Will NEVER USE them AGAIN!!! Horrible communication and apparently they lie. Who likes to pay for groceries that they never received??

I received the complete wrong order when I ordered for Instacart. Baby food and vegan food. I do not have a child and I had ordered meat. Instead of providing me with a refund they are giving me a credit. Why would I want to use the service again when they could not even deliver a single item I requested the first time??? I called to get a refund and they tried to give me a runaround about it. I will be filing a claim with my credit card and the better business bureau. NOT WORTH IT AT ALL!

Updated on 08/05/2023: Somehow, our account got suspended. (Perhaps it was over a complaint about a product mixup.) In any case, the process to have an account reopened is unwieldy. Interacting with Instacart customer service is a hot mess. Despite an excellent FICO Score, and established purchase history, we were repeatedly asked to re-send credit information. Having been in the system already, we concluded the new demand was both intrusive and unnecessary. Faced with such rigidity, we today happily fill our large grocery basket without Instacart.

New got my groceries. Didn't have food in the house. I am blind as well. I was told delivered, never made it to my house. Will report to HEB corp office and BBB driver lied. Must have taken home instead of delivery to a blind person. Her name is Charlene. If in Aransas Pass TX and ordering from HEB hope you don't get her. Too lazy to call your number too.

I placed an order with Instacart. When the driver delivered my bags he left the actual paper receipt from Wegmans in the bag. Item for item Instacart hiked up the price for everything listed and charged me more than what the store’s receipt says I should have been charged. I reached out to Instacart but was basically told it’s the store who is overcharging. So I went to the Better business bureau. All I requested is a refund of the price difference. They already charge delivery fees and service fees. Now they are hiking up the prices. If you use Instacart.com be wary.

Like any delivery service I understand there will be varied service expectations from one delivery person to another. I firmly believe that if your job is to not only deliver but communicate well with the customer. None of this occurred for a third time. I should not have to cajole someone into doing what they are responsible for every time I place an order. When I asked for how long the refund would take after it was inevitably cancelled they said 5-10 business days. They need to screen their drivers properly beforehand to make sure they are not hiring lazy children to deliver people's food.

lnstacart charged me an annual membership fee of $79 in July 2022 even though I cancelled the promotion that I signed up for prior to the end of the promotion. Additionally I never got any notification through email of my upcoming membership charge nor an email notifying me of my membership (yes, lnstacart, I checked my Spam folder). I discovered the membership charge as I was doing my 2022 taxes and going through my card statements. I tried to resolve this by calling lnstacart twice. Both times I spoke to their membership services who wasted my time telling me the same things: how great the membership is (but didn't know any details) and that I didn't cancel the promotion in time (which I did but through the Costco portal and I guess it didn't work), and that they will not credit me any prorated amount of the membership.

When a 2-bit, third-rate company, which cowers from posting their customer service number on their website, is all the indication necessary that it will be horrible to deal with them. My experience with banks, US State Department, IRS and Social Security Administration has been a 10 Star experience compared to dealing with Instacart. Customer service is either non-existent or horribly incompetent especially with their contrived excuses for their non-existent "security" protocols. The moment an acceptable alternative presents itself, I will not only cancel my Instacart account but I will be a perpetual thorn in their proverbial side by doing my best to dissuade anyone and everyone from having any connection whatsoever with Instacart.

I was given an Amex Gift Card for Christmas. I went to use it and found out that someone had used the entire amount of my gift card to purchase things through instacart. I called instacart and "Alex" with the "Trust & Safety" department was zero help. He ignored my email for over a month. I had to call back and submit another case only to have him reply saying "dispute it with the card company" I already explained that this was a gift card and there isn't a way to dispute the charges with them. I would not recommend this company to anyone. Poor customer service that allows hackers (thieves) to use stolen cards with no repercussion.

This company also charges multiple outrageous fees for a simple delivery. From now on, I will take the time to pick up my own food and NEVER use Delayacart again.

I placed an order for 4 boxes of Cook & Serve pudding. When the delivery was made I got 1 box of what I ordered and 4 boxes of instant, which cannot be used in a baked dessert. I immediately took the items back to the store the next day. The store immediately refunded the cost of the product and told me I needed to contact Instacart for the delivery fee and tip refund. I called customer service (of course you can’t understand half of what they say) and they told me it would be refunded within 5-7 business days. Did not happen!

I am not just "unsatisfied", I am outraged at your underhanded, sneaky way to first cheat AND then make money off your customers. I ordered 3 bottles of a product because there was a discount with 3 purchases. Instacart GOT the discount but charged ME the FULL PRICE. This happened twice since I signed up for your so-called service with approximately 20.00 that you cheated me while YOU received BECAUSE of me. This is apparently legal stealing from me and is MY fault, Ralph's Mkt fault but NO fault on you.

During COVID, this was not a bad service. Then after COVID, when business slowed, they got greedy and sleazy. First, they jack up the prices and say the store sets the prices, not them. I doubt that a store that has a sale going on (4/$5), would tell Instacart the price they have to charge was $4.xx an item. Second, customer service is nothing more than lip service. They told me one shopper would be banned from taking my orders, and 2 weeks later she took the order and did a poor job once again. With the first time the poor shopper, they also told me that for my inconvenience, they would give me a free month of Instacart+. That never happened. While the quality of the employees is luck of the draw, customer support is not. I'm done with this outfit.

I’ve been using Instacart for 3 years now and to say I’m disappointed by the way the company had changed it’s to say nothing. They up charge you over 20% on each item, charge you fee to “support the platform” on top of of charging premium membership fee. I ordered with them and was overcharged, I brought up the issue to their customer service (which is a completely joke), I was given some lame excuses for an explanation, wasn’t refunded and the customer service representative just left the chat before I had a chance to answer. DO NOT USE this company, it is shameless, the up charge is a ripoff and they clearly don’t care about customers at all.

Ordered groceries at 2:50PM. Around 7PM got a phone call from the delivery girl stating she didn't want to drive down our road because it was "slushy", i.e. a tiny bit of snow. I asked her if she had 4 wheel drive and she said yes. She asked me to drive up the road, take my groceries out of her Jeep and then drive back the one mile home. I told her, "No, I paid $40.00 to have it delivered and if you can't do it, you shouldn't have taken the order" and to have someone else deliver it. She refused. Contacted their out of country customer support (what a joke) and they told me they didn't want her to "risk her life" delivering groceries. They hung up on me. DO NOT DEAL WITH THIS COMPANY. They cancelled my order and I cancelled my account. Very rude customer service and it's NOT cheap. They charge a delivery fee plus a tip for the driver, usually 20% of the total bill.

I went to pick up my order 10 mins after the shopper texted me that he left my order at reception, but it was not there. I reported the issue right away using online chatting. The agent gave me options, I chose redelivery and was told he couldn't do redelivery, so I changed to reorder. The chat ended well with the agent offered me a one month free delivery. I was satisfied with how fast it was resolved, and I gave a 5 star review ending the chat. When I tried to re-order and only found out my account was deactivated! More online chatting till big surprise came, my account was marked with 'Fraud'!

On December 13,2022 I placed a order with Instacart for $149.14 plus a $21.51 delivery fee that was supposed to be free for that order. The $149.14 was debited from my account on the 13 & 14th. I have contacted them about this matter multiple times only to be ignored or get no resolution. One representative told me my refund would be back in my account in 10-14 days but it never was. I have sent screenshots of my bank statement along with emails from the other representatives that I talked to and still not resolved. My account was overdrafted and I had to pay overdraft fees plus put back the money for my other bills because of the double charge.

Found a charge for annual membership, and did not sign up for membership. I do not even have the app on my phone any longer. I did not receive an email notification that I was being charged. Worst of all, when I contacted them for refund, they explained that they don’t recommend I cancel the membership, because I would lose the opportunity to receive discounts. Although, this doesn’t make sense after explaining to them that I did not sign up for membership and do not use their service. And then took several minutes until chat transferred to retention agent, who was going to again “review my account “. And then they disappeared. So I had to start over again. This is definitely not the type of organization which I would like to support, so I am disappointed to say that I will never use Instacart again after this experience. Before this happened, I thought it was a good service.

Regardless of the delivery time they give you they always push it and it screws up your day 'cause now you're sitting at home waiting. You jump in the app. You reach out to the rep. Ask him to cancel. They tell you, "I don't know. Call corporate. Asked the question how to cancel." They want to charge a restocking fee even though the ones that reschedule.

I had a promo that didn't happen at the end. Called Instacart for help and agent said it was a combo promo that I said I wouldn't accept with no info I advised them and said I would not place the order. Agent said no problem. He and his supervisor will automatically credit my account with 3-5 biz days and make an exception. That didn't happen and when I call back they don't honor it because they said it came with conditions I didn't honor or was aware of listed on the site to mention this even though they knew and said they would accept me not doing it prior to sale and was their suggestion to help resolve.

At 430am 12/22/22 I went online to shop Schnucks for curbside pickup. At that time not realizing while picking my items, there was a $110. Charge put on my card by Instacart. My order was 77.01. I paid separately. I never signed up for service nor did I know it was thru 3rd party. They kept my 110. Plus I paid Schnucks 77.01. I have talked to so many people at instacart. They don't have any account info on me. That's because I never signed up. They keep giving me the run around. They are scamming people.

I should've checked reviews here. This really is a scam. I ordered an ornament from Michaels to be delivered to my house. I purchased a book ornament. I also checked the box for a refund if the item was out of stock. 1) They delivered my item to the wrong house, but on the same street. The number wasn't even close to be the same. Example: if my address is 1234 Maple St., they delivered to 6789 Maple St. I can't understand how they got the right street, but not the right house. My house is the first on the street, so the driver drove all the way to the end of the street and didn't even check the number... what kind of service is this? Thankfully, my neighbor was still in. She had been confused why a plastic bag with an ornament had been dropped in front of her house. I was ALSO confused.

To my surprise instacart restored my ratings.

I placed an order for one 12-pack cans of Alani energy drinks. I received one can. I reached out to customer service right away, they said they could not do anything because my account was restricted. They could not tell me why or what happened to make my account restricted. Said I would have to email my dispute and it would be taken under advisement. Worst customer service ever!! Will never use them again!

I received several promotions at Christmas time. I hadn't used them but thought I would just keep them for a while just in case I wanted to. They were shopping delivery-type promotions. A family member threw their back out, could hardly move, and had tried what they had on hand to get better but after 24 hours was in a lot of pain and still couldn't move. Because I couldn't get to them I looked at the best promotion to get some medicine delivered to them. I had received a promotion from Instacart and so I used that one. I used the link provided by Instacart in that email. I followed the directions and it confirmed my promotion and also gave me a shopping link. I used that link to shop and place my order for delivery. I received a confirmation text from Instacart Kroger and my order was there. I had no concerns until I received my receipt.

This is the worst service I have ever experienced! Missing items, Late on Deliveries. I wish it was better organized. The customer service team hangs up on you or leave you on hold for a very long time. They get zero stars.