Instacart Reviews

I am disabled and had to depend on Instacart for 2 items I needed at the grocery store. I had to reserve a time 24 hrs in advance and they never showed with my order or an email to tell me what happened.

I've experienced all of these issues that Instacart Customers are reporting with their groceries and shopping orders over three years of shopping with Instacart; including not even having received my entire order 3 different times and also having received another people's orders and another person receiving mine. Imagine being accused BY Instacart Support and Appeals of being fraudulent with my report of not having received things but still charged for them - WITH WRITTEN PROOF via their own chatting system. And Instacart KEEPING MY MONEY to ITEMS I'D NEVER RECEIVED. I was immensely offended and PISSED OFF. Although my job is one where I travel often and often need groceries delivered to my locations, I unsubscribed to Instacart so fast. I'm looking for another service that is professional, honest/integral, thorough in operations and that values their long-term customers.

Placed grocery order for delivery from Publix. Asked that groceries be left at the front door. Delivery driver left the order as requested. Unfortunately it was someone else's order and was from Food City not Publix. We needed these items for Christmas at our son's house and needed them delivered before the anticipated storm that was to happen overnight in East Tennessee.

I ordered groceries on the Kroger app to be delivered at 10am before we have this huge blizzard. At 10am I received a text message my shopper was at the store preparing my order then get an update she she checked my groceries out and was on her way. Then I received a message that my order would be delayed 2 hours so I called Kroger at my local store. They told me it has nothing to do with that and that I needed to call Instacart so I called Instacart. They tell me I had to talk to Kroger customer service so I called them only to be redirected back to Instacart and do a three-way phone call time to find out my delivery driver checked my groceries out and then left them at the register saying she had an emergency but didn’t let nobody know.

I HATE Instacart. This morning I placed an order and had my payment rejected on several cards. I then tried to use one of said cards to purchase at Amazon, no problem then used card to purchase a Instacart card. Code was put in and was well over the amount needed so I had a zero balance. BUT Instacart requires a cc for "hold". The CC I can't use at Instacart. So now I can't use the gift code, and all the cards I tried to use are now under fraud investigation and I have to call all my cc companies. Called CUSTOMER SERVICE, no help. Have to have a card. Escalated the issue and was told someone would resolve and email within 25 minutes. That was at 11 am. Never use Instacart.

My account has been frozen because I’ve filed multiple refund requests for bad items. I have to send things to an appeal email. I sent in SC pictures of blackberries that were given covered in mold, inedible and Instacart refused to give a refund. Their shoppers bag rotting food and I have always provided pictures as proof. They’re fraudulent and I’ve filed BBB complaint.

I'm a nurse and covering other health care workers this week 12 - 13 hours per day. I have sick family members at home so no one is able to get our for groceries or walk our dog. I ordered $150.00 groceries yesterday a.m. from Harris Teeter in Landsdowne, VA. I received a text stating groceries delivered at 6PM. I arrived home at 8PM and no bags anywhere to be seen within my condo building or others nearby. Upon contacting Instacart the customer service reps were rude, very challenging to understand and argued with me that the groceries had been delivered to my address. However, none of the 3 I spoke with were able to provide me or verify my address. Thus, not sure how they knew they were delivered. In addition, I never received the groceries and I'm told it will be a minimum of 10 days possibly more if I even get a refund.

My whole order for Thanksgiving was wrong. The shopper substituted my whole order and added their own list. I had to contact the cops. I finally got my refund two weeks later. I could not get Kroger or Instacart too to help.

Placed an order with Wegmans 12/19/2022. They texted me a picture that my order arrived at my front door. I had to go online and chat with a representative that I never received the order. They told me this was a very sensitive issue and had to discuss with someone else. Kept me chatting for 20 minutes. They claim they could not contact the driver. We will issue a refund in 5-10 business days.

The first order I tried to place - they canceled my order and canceled my account. I had no idea why that happened, so I called them. I wasted 2 hours on the phone with their representatives. They asked me to verify my identity. I had to take photos of myself holding my ID and credit card and submit that to them. Several times they said the images I sent were not good enough, and I had to resend. Then they reactivated my account and I was able to shop.

On December 3, I found out that my daughter had been sick for 10 days and was out of wood pellets for her only heating source. I used Instacart to order wood pellets from Lowe's in Santa Fe to have them delivered to her. Instead, they delivered barbeque chips. Totally not the same thing. I got on the help chat that night, but nobody responded. So I called the "senior" hotline. I was told, apparently by someone in India, that I would receive a refund "within a few days." It has now been 13 days, so I got back on the help chat and talked with an apparent bot named "Ethel." After an HOUR on the chat, I was told that I was SOL and I would not be getting a refund, but I could appeal it at a certain e-mail address. So I did, and was not only denied the appeal, but my account has been frozen from accepting any further refunds or adjustments!

Saying "Excuse Me" while shoving the grocery divider and groceries backwards while trying to get the rest of MY groceries on the conveyor belt apparently isn't universal enough for this Spanish Instacart Shopper to understand here in Brevard County Florida. First she hit my cart with hers and pinned me between the conveyor belt and my cart while she never stopped speaking Spanish on the phone and unloaded all the groceries from her cart on the belt. I had to shove her stuff back EIGHT times to get the rest of my stuff on the belt while she ignored me because she spoke non-stop Spanish in a manner like she was complaining to a friend.

Please do not buy anything from this platform. They have taken the money along with tips and service fee and took 4 days to deliver the items and just before couple of hours of delivery they cancelled the order and I heard that they take many days to refund the money. Now I need to see how many days they will take to refund the money. I can see from many reviews that that people faced similar issues so it's not worth placing orders with this company.

My order was cancelled because the shopper claimed she could not find my items. I went to the store and found every single one. When I called initially I was told to go to another Kroger to find my items. I went to the same Kroger and realized that she never started shopping in the first place. I asked for their corporate office number and was told they could only give me an email. I told their customer service person that their shopper broke their own company policy to which they told me that they will give me a 5 dollar credit and they will handle her by making sure she could not shop for me again. How is that a reprimand? Do not shop with them. This is the 5th time I've encountered a shopper who just drops my order and nothing is done. I'm removing them from my phone and computer. There has to be a better delivery service.

I order thru the store app. 2x the shopping has begun and the alert it’s on its way has happened too then never get the delivery! AND they do not let you know it’s not coming. I had to call the store who had to call Instacart because the # they gave me doesn’t work from my phone. To then be told it was cancelled by the shopper. 2 different reasons AFTER they put the order together! What a racket!!!! Never again!

I am posting here as well as TrustPilot to try and share my experience and spare others the frustration. We ordered $327 worth of Costco groceries, 25 items, and received someone else’s 4 item order. But the incompetence hasn’t ended there. We asked for a redelivery of the items we DID order, said we did not want a refund (as it would take 5-10 days to process and we needed groceries badly), and they said they would redeliver in 24 hours, and I receive an email confirming I will be contacted re the redelivery in 24 hours. This was the first outright lie.

Placed order last night. Delivered it to the house across street that clearly has diff address big numbers as well as my address clear and marked.. That's why the tips be low.. I give with order and add cash if you knock on door like requested and I get my items.. but if you deliver to wrong house I will take tip back.

I ordered Oreo ice cream sandwiches and literally 3 other items. I was notified the Oreo ice cream sandwiches was not in stock but sent a picture of Oreo cookies in the cookie isle. I responded “you’re looking for the wrong thing in the wrong isle.” He said “too late. I already checked out. You took too long.” (I literally took 1 minute to respond.) I told him, "You get better tips when you’re nicer to people." My order said out for delivery and was canceled 10 minutes later! Saying I would be refunded in 5-10 business days. Just know if you get an A** it may be a turn for the worst! NEVER ORDERING WITH THEM AGAIN! Deleting app!

The driver failed to drop off the 4 cases of Dasani Water I ordered. The Instacart people gave me a credit for 29.01. I go back in to schedule the water again and I am getting charged for a delivery fee again $7.99, a Service Fee again $4.00, a heavy order charge again $7.14. I also need to tip the new driver (in all the new price is $52.12- 29.01 credit equalling $23.11) In all for me to get the same 4 cases that I previously paid for I need to pay out of pocket again another $23.11 again for what I already paid for. I am furious.

Signed up for an Instacart account and promptly cancelled it after they delivered my food to the wrong address and charged me for it. Despite having cancelled my account they somehow signed me up for a prime membership and charged me $20.99. The accounts person told me that I must have accidentally signed up for it. That would be quite a feat since I never went on it after I canceled the account. Let’s see if they cancel my account and refund my money. This company is a huge scam.

On $167.15 receipt from Costco they charge my PayPal account 199.09 and I called to customer service. He was so rude and told me give first warning. I don't know what that's means, This company is not trustable I don't know why Costco has they name on the website.

I've been shopping for customers and Instacart for almost 2 years. Finally referred a friend. We are both disappointed because we didn't receive the monetary payment after completing the promotion, 30 batches by 30 days. We are both upset and still disappointed. I feel they tricked me on purpose. I try hard every day to do a above and beyond shopping experience for each customer, and would really like to be rewarded for my hard work after finally referring my 1st friend. Kim **

Every time I used this service, every time something was wrong. From different groceries. I got absolutely rotten tomatoes, a huge up to 2lb! horseradish, etc. The service fee charge is absolutely out of understanding. What it is for?! I am the Amazon prime member since 2006 and if during this entire period of time I had issues, they were ALWAYS! solved via customer service either in chat or on the phone.

They advertise that they are offering a cash back program via Rakuten Canada. I have confirmed with Rakuten that they are a part of the program, but Instacart never sends in my order information so that I can get the cash back from Rakuten. Rakuten Canada does actually have a connect to and shop for discount with Instacart on their site. I have spoken with instacart support several times to clear this up, but they completely deny their connection with Rakuten even though they advertise everywhere if you look up instacart.ca. The big problem for me is that I joined them to receive this cash back since I am already using Rakuten. I could even give my order info to Rakuten if instacart would send me my order numbers, but they even refuse to do that. I can't wait for my year to be over with them and already mostly use other services due to this and also the many poor deliveries that I've had to complain to them about.

They sent a Chase credit card promotion but their website didn’t work and they took zero steps to honor the credit card promotion. The website listed the card. I added it. The "Activation" button generated a message saying the very card listed was not eligible. Chase bank said Instacart clearly had a web program and my card and account were fine.

I woke up to four separate charges totaling $335 on my debit card. I signed up to Instacart approx two years ago with my email years ago. I never added a card however, charges went through not on my actually account but with my debit card. I had to contact Instacart on three different occasions to obtain a form to report the fraud. In the meantime I have no debit card an my money is frozen. If this experience is what actual customers have to go through I will never use or recommend Instacart.

My order kept getting sent to different people who kept messing it up. Then I was told I’d have to contact Instacart directly and the “apologize sincerely” with a $5 credit after double charging me. And I didn’t get my order. I am reporting to BBB and the Attorney General office.

I was just charged almost $60 for a delivery for $400 of groceries. The groceries were delivered to the wrong address. The driver never responded to my texts or emails asking where my order was. When I contacted customer service they stated the delivery was to a different address and that I should go there to retrieve my order. The groceries are always the most expensive options. Prior to today I place an order but cancelled it because I wouldn't be home. I took a taxi to the same store and purchased the same order. It came to a 25% lower price. The taxi costs 10$, this is what I'll do from now on.

The first driver accepted the order then she cancelled the order. The order was placed at 12:30am for a promise delivery at 1:15am. When I checked the driver's status she had cancelled the order. Then the order was reassigned to a second driver who got in a car wreck and the order was again cancelled. When I contact customer service via chat they offered me $5.00 off my next order. I spent over 2 hours waiting for the order then an hour communicating with "customer service." I will not recommend this company.

I had the most INSANE experience with an Instacart shopper named Lorna. She is shopping in the Detroit area. With her on the app, safety much less customer experience is on the line. I received ABSOLUTELY no support by calling in to Instacart support. And I cannot even leave a negative review for her specifically so there is absolutely no record that this even happened. Lorna is still out in the Detroit area terrorizing her customers. And I have had zero resolution. Just fake apologies at best though one representative couldn’t even do that lol.

I've shopped through Costco Same-Day Delivery since the pandemic began and it uses the Instacart service for delivery. The shoppers purchase expired/molded food, wrong items, and sometimes replaced item without updating the order, so over the years I've made many complaints for refund or partial refund depending on the issue. Due to their system's standard, I made too many complaints and requests for refund and now puts my account on audit and refuses to make a refund when I make a complaint.

I have proof of what I’m saying so impossible I’m lying. 3 hours delay on grocery. 4 different agent and nobody solve the issue. Last word where their… “comes before 10pm I ensure” never arrived. They move expiration date for the next day. I’m without grocery and I didn’t eat. For wait so long grocery I almost lost my job because suppose I work tonight. Neither 1$ credit in my account for next grocery and after all that cancel my membership Instacart+… I’m okay with this of course but wasn’t the issue of the day. They totally misunderstanding the problem. Very bad customer service, never happened before.

They cancelled my order because it was too far and some of my items were not available. That was a lie because I ordered milk. Lettuce, tomatoes and other simple products. That left me in limbo because I could not cancel the order online or order elsewhere. I paid for subscription at Smith's to get delivery and Instacart cheated me. I am disabled and rely on delivery for food. I ordered from Walmart and got groceries. Don't use them. They will cheat you too.

I received a free 2 week trial from Instacart and canceled well before the 2 weeks was up. I asked to have my account deleted and everything to ensure I wouldn’t be charged. I did this twice just to make absolutely certain it was canceled. I was still charged $99 and when I called to complain customer service sent me a form to fill out for a refund instead of just apologizing and instantly refunding me. I don’t know what kind of operation they are running here but it seems like a scam to me.

Sadly, I have tried to use this company several times only when absolutely necessary and almost every time, they failed. If my order wasn't wrong or missing items, they delivered my order to the wrong address. As soon as I decided to give them another chance, they let me down yet again. Of course they delivered my order to the wrong address and yes I had the correct address listed for my order. I really needed my grocery items because me, my husband, and son were under the weather. I am usually patient, understanding that everyone has an off day, but when several random shoppers/delivery persons mess up like this, there is a problem with their system or processes. It is just ridiculous at this point and I will NEVER use this company again. I'll send a **-head to the store before I use this company again.

It's one thing to go into the Instacart process knowing that you will be paying a service fee and delivery charge unless you subscribe. Today, I accidentally got the receipt for my groceries. I don't know if they negotiate better pricing but they are marking up the groceries in addition to the fees. The actual receipt from the store was $194.38 and their base charge to me before fees and tips was $208.34 --- a mark up of 9%. Since tips and fees are based on this "total", they are making even more money. I'm not opposed for them making money in the fees department but I am opposed for them marking up the groceries without telling me or hiding it in some fine print. Shame on Instacart.

I placed an order just before 5:00 pm and selected to have it delivered within 2 hours, so once it was placed it said my order would be here by 6:52 pm. It is now 10:00 pm and I have still not received my order. The time slot keeps being pushed further and further back. First it was changed to 8:00 pm, then 8:45 pm, then 9:15 pm, then 10:15 pm, then 10:45 pm, then 11:15 pm, then 11:45 pm. And it says my order is still not even being shopped. I have called 6 times, been hung up on once when I asked for a supervisor, and then lied to and told a supervisor would call me back by 8:40 pm and they never did. I then chatted in and the first chat rep canceled my order without my permission and then replaced the order and said they assigned a shopper to it. But as soon as the chat ended, there was no shopper and the delivery time was pushed back even further.

I placed an order at 2:30 with Aldi's. Delivery was set for 4:30 allowing me time to get super ready. I am a semi-invalid and I live solely on my SS income. We didn't have much food in the house the past week or two as I was waiting for my check to arrive. At 4:30 I am informed there is a delay the food would be delivered at 5:30. Then it was 6:30, then it was 7:30 then I was told it would be delivered the next day. They offered me a $10 discount on my $185.00 order. I canceled the order and we had some PB and Jelly sandwiches on stale bagels.

I tried to place an order and the account was locked. I called and they stated I need to send a copy of my ID and credit cards to a generic email with only a first name and no phone number called ironically "Trust and Safety." I spoke with a representative to find out what was wrong. She said, "I'm emailing a form to send your information to this form." Did not ask for any specific credit card so I assumed it was the one I was going to use since I haven't used the service in long time. After hesitation I sent the documents afterwards. I was not able to get a password reset or still log in. Instead I received a email requesting another credit card by last four digits. No knowledge of MasterCard Visa transaction location or anything. Then stated to send it or else don't use the service.

I am so tired of being ripped off my Instacart. If I have total items in the amount of $62- for example, they place a "temporary hold" on my card for TWICE that amount- just today they held $125. For what??!! They are actually borrowing my money without interest for up to 7 days before the ACTUAL/REAL charge amount goes through. This seems illegal to me and I would definitely participate in a class action lawsuit with any attorney who wants to take this on! I have complained numerous times to Customer Service (in God knows what country, where they probably significantly underpay the staff)- I can barely understand them) and of course they have zero power to do anything. Please Consumer Affairs- help us.

I was extremely reluctant to even try this, but after 2.5 years of the pandemic, my wife and I finally both got COVID, despite being totally up to date with our booster vaccinations. So we are isolating for several days and running out of basic groceries. This entire time, we've managed to avoid having groceries picked up by a service and delivered to us. I wanted to keep it that way. I knew exactly why I didn't want to do this, and here is exactly why this service is lame:

​Complaint: **. I am rejecting this response because: The chats says full refund of the $126. If Instacart team refuses to honor the refund their team confirmed more than once. I will go ahead with the legal claim. There is no need to discuss this any further. Instacart system was down when the Instacart delivery person was trying to contact me, when I was able to get in contact with me the delivery had already taken place. Contacted Instacart immediately. A special meal was being served and I spent the last of my money to get the ingredients. I expressed had I been able to get in contact with the driver or them me, I would have cancelled the whole thing. I had no need for any of it without the main ingredient. I was assured that I would receive THE FULL AMOUNT REFUNDED. This took place on 10-15-22. Instacart is still refusing to refund the agreed to amount. I do have EVERY SINGLE CHAT that was exchanged and they still refuse to honor the refund. This place has become trash in the last 6 months.

Because both my wife and I are mobility impaired and also because of COVID, INSTACART became a necessity but we continually have had bad experiences with its delivery service and have to rely on them for our grocery shopping. Insta Instacart needs to make significant improvements before I would consider recommending it to a friend or even consider continuing to use it once the COVID pandemic is over. WHY? Because INSTACART treats its customers like criminals. At times, shoppers charge me for items that were not delivered or made unauthorized substitutions which I cannot use and have no way of storing so I request a refund. I cannot return them to the store. If I could go to the store to return an item, I wouldn’t need to use Instacart.

I have paid for this company's "Instacart+" membership twice in the last 1½ years, yet I have partially received my groceries JUST ONCE. Every time I have attempted to actually complete an order, the delivery person has disappeared and the order is mysteriously cancelled without cause. Each time, I have attempted to contact Instacart via telephone, but their representatives claim they are unable to see any conversations between consumers and drivers or delivery instructions. No matter what, you are at the mercy of WHATEVER the driver decides to deliver, WHENEVER they decide to deliver, IF they deliver your order at all! To add insult to injury, Instacart will word their responses to you in passive voice as if THEY are not responsible for the failure in delivery.

I am a frequent user of Instacart. My experience with their customer service has always been terrible, but tonight I just couldn’t anymore! The 1st rep must of decided she couldn’t resolve my issue so she hung up. She didn’t even attempt to call back. Then I call back get this other guy, asked to speak to a supervisor and asked for his name, he politely ignored me and the music started playing. He came back and told me a sup. Can call me back. I choose to wait on hold, he apparently was upset. Before I can ask the next question I hear music again. Never once asked, “can I place you on hold?” Nothing! The rudest staff on the planet work for Instacart. DO NOT RECOMMEND!!!

I am 68, retired and used to go to the grocery store once a week but in 2020, when the world went crazy-I relied and loved Instacart BUT, in my area, maybe 1 out of 20 shoppers have coolers so I got MANY items that I ended up throwing away. I make a daily smoothie so order every frozen fruit/veg I can-at first, they would just give me a refund but after a certain amount of those-they just STOP and say, "NO MORE-you have to write to ORDER APPEALS"-that is a joke-I do what they tell me and then get another e-mail saying, "PLEASE GIVE US THE ORDER AND A PICTURE OF THE PROBLEM"-I ALREADY DID.

I opened an account and decided to place an order for the first time. Not only was my order rescheduled 4x's but it was assigned 2 different shoppers. The last time it was reassigned, the first shopper had over 1/2 of my order already completed and even chatted with me on a replacement product. The second shopper had to start from scratch and the order was pushed out for delivery by 2 hrs. The worst experience ever! I will never use Instacart again!

Instacart charged me 4.79 for an item that was labeled 2.29. When I complained and sent photo evidence they said, the charge whatever THEY want and don’t honor store prices. They’re ripping people off like this thousands of times per day. Check your instacart receipt vs actual store prices and you’ll find you’re being ripped off. I filed a complaint with the department of consumer fraud in the state of California. Please do the same.

I made my order. They make you give them a credit card number even though you are using EBT card then instead of processing the EBT order they charged full amount to credit card which at time caused over draft but they didn’t care when I called them. I only used Instacart because I’m dying with terminal cancer and I can’t drive while I’m on my prescriptions for pain so I thought this would be convenient and I wouldn’t have to trouble anyone to get some food for me. Well that was big mistake, cost me 45.70 for food that should have been charged to EBT card and an overdraft fee for using my bank card with insufficient funds that was additional 35.00 because of them.

I had a horrible experience with the first purchase as an Instacart + member. The shopper delivered a ridiculous replacement for an item that I had ordered, without even notifying me. The replacement that shopper brought was nowhere even close to what I had ordered. I used a 40% off coupon for this first order. I lost the coupon. Instacart customer service offered a ridiculous $10 credit on my account.

Instacart claims free delivery, I signed up for a year at $99. Each trip their are service charges and other surprise charges, no to mention a tip. To me FREE means FREE - this is false advertising in my opinion and the company should be required to state that it is delivery for a nominal fee.

Tip baiting should not be allowed and this seems to be occurring a lot. Instacart do not want the customer lied to, why is fair for the customer to lie to the shoppers. This is very disheartening to take a batch expecting one amount and then when delivered the customers takes the tip back. Tip baiting should not be allowed. This is an evil thing. Do unto others as you would want to be done unto you.

This was my first time attempting to use this service. I NEVER received my order, customer service is THE WORST!!! I have to wait days before refunded. I'm just so freakin upset. I dunno what to do. I feel like screaming... No groceries, no refund, no service. That's all the money I had. I can't even repurchase something else. I'm DISGUSTED!

charged me money for a Kroger order will not refund me the money. Do not ever use Instacart. Terrible company. I will never us them again and I advise you not to use instacart. Crooked company. Lure you in with promises but fail to follow through.

They're expensive to begin with and every time an item is "refunded" or replaced with a less expensive item you have to pay the original price anyway. Customer service just sends form letters and never addresses the issue.

It’s good if you’re confined at home and can’t get out to shop. It’s expensive even with the membership, free delivery but service charge and groceries cost more. I’m without transportation entirely so I depend on delivery for everything. I mostly use another delivery service as there aren’t any extra charges added. With Instacart the shopper can see the tip added and refuse it, my order last week was refused by Heidi, another shopper accepted it. I use a food stamp card, if I had money I wouldn’t have been approved for food stamps. I’m elderly and disabled, completely alone, and the only way I can get what I need is delivery. The shoppers seeing the tips beforehand is discrimination, there are folks like me that depend on you shopper and you let us down by refusing our order.

Instacart is terrible. Expensive delivery, plus “service” charges and tips, then they get the order wrong, but extra and expired items and leave at your door completely warm. Not temperature controlled as promised and trying to call customer device and explain your issues with your order is like calling hell. You can’t underhand them due to accents and they just say the same thing over and over and they never resolve the issue! I’ve given them so many chances and every time, it’s just terrible.

Three times in a row their slick personal "shoppers" have demonstrated they either are not very intelligent or they are just plain lazy or both. Once again today, October 7, 2022 I ordered 7 items from Costco. That's right: ONLY SEVEN. YET, this ** moron managed to deliver the order with one "IN STOCK" item at Costco, MISSING. Now most of us know a 10-11 year old (maybe younger) can easily find all 7 of my ordered items in a store like Costco. In fact, trained monkeys could do the same (no offense to monkeys.) But this guy didn't find my Pizzas that were on sale and which Costco says "MANY in stock." TO make matters worse I actually sent a chat message to this guy asking "Hoping you found all my items" to which he replied "Yes Sir". This is before he had left store. I am closing my account and doing what I have done for 40 years -> going into the store and shopping myself.

Wow. You don’t get half the staff you order for. Then, they add extra service fees because they refunded your money and you no longer qualify for lower delivery fee. So, I ordered eggs, and of course, some eggs came cracked. The good news, they refund without question. The bad news, it’s Instacart credit and not an actual refund. So, sadly, I’ll never get that money back. However, what really got to me was getting charged almost 12 dollars for a pack of wings, when the price in store was 4.68 dollars!?! Finally, I accidentally ordered a wrong item and I can’t seem to return it. At least the delivery arrived on time(ish)? Bleep you Instacart. May your stocks crash burn.

I've tried over and over again to have a successful experience with Instacart. I have had three good shoppers out of about 15. I never got my orders or they brought the wrong orders (someone else's) and I was charged. The appeals place that never responded for a week after numerous complaints. Finally I disputed the charge with my credit card co. And they removed the charge. Other times, many times, food was out of packaging, delivery late and food spoiled.

First let me start by saying I love 99.5% of my Instacart shoppers. I've never had a problem with their customer service until today. I inquired to Instacart customer service about my delivery because it hadn't arrived in the delivery window. It was the customer service rep who then told me the shopper had a small incident. I ask what type of incident, she stated the shopper was ill. I questioned her - you are having an "ill shopper" shop for me? She immediately changed it to "oh she fell down and had to tend to her cuts". I then asked if my groceries were kept cold while she was tending to her cuts. Customer Service replied with "yes". I said, are you absolutely sure? She came back with, "Well "no" I don't know for sure."

Instacart stole from me as well. On two separate occasions, they locked my account with over $100 remaining, citing security issues but, they were the only security issue to fear. I sent my driver's license and debit card to prove my ID and they still locked my account, keeping my money. I filed a complaint with the Better Business Bureau and The State Attorney General against these practices. When drivers are not tipped, they report customers as revenge. Some drivers have taken my deals for themselves if one item was left on sale and refused to deliver or call back.

A few days ago I used Instacart to have groceries shopped and delivered. The person who shopped for me was in contact with me via text message, and she repeatedly put items in my order that I didn't want, as substitutions for items out of stock. When I asked her to please ask me first, she accused me of being rude. When she delivered my order, she left it outside in the rain instead of bringing them to my apartment as instructed previously (I am disabled and can't carry bags upstairs).

Please please please use this only when you're desperate. They don't care about you at all. I've been using this for a year, I'm very lenient when people make mistakes. But I have reached my limit... Instacart if you see this, you need better Resolution Policy, and better customer service line.

I have been using Instacart for a few years now. Just recently the company was bought out or merged. Ever since then the quality has dropped off the cliff. I only wish that there was a competitor to go to. But I'm at their mercy and quite frankly they know it. There are too many examples to list. I'm honestly considering going back to using 2 busses to get my groceries.

I have nothing but praise for the shoppers!! I have used Instacart since 2017. The App was easy to use up until about a year ago, but it is now a cluttered mess. They have added pop up ads, unnecessary categories and lists. They are forever trying to "sell you" something. Most recently I could not navigate from my shopping list to the search button - a pop up ads kept getting in the way. I don't mind the questions about replacing or reimbursing, but I am sick of being asked a bunch of other questions. 1. Do I want more items. 2. Do I want to market Instacart to my friends? They really need to eliminate half the distractions on the App.

I use to praise and love Instacart!! Even though I felt some orders paid low I would just over look them and go for ones that was worth it. I have done thousands of orders. Even not with the best health I still got out with a smile and worked my butt off. Never have I ever let a customer good or bad get the best of me. Customers started lying saying things were missing and now one day stated they never received their order. Which was NOT true just for a refund? But what hurts is it drops your rating and this cuts your money because you don’t have first picks to the good batches. Totally not cool and not a good way to show appreciation to hard working shoppers who’s out here any weather putting wear and tear on their vehicles etc. I have great comments so this don’t line up with ratings and Instacart isn’t my fave anymore. Totally not cool!

They are going downhill, fast. They charge more than other competitors by an easy 30%. A delivery charge on top of service fee and delivery tip. I get the service fee and I'm a generous tipper. But $8 for delivery fee? I used to purchase the same items a year ago at $38. This time around it is $49 and change. Round it to $50. An extra $12 on the same items?? Ridiculous.

Purchased groceries with Bogo's (Buy 1 get 1 free). I didn't get the free ones. I'm sure the driver did. When I complained it took a few emails for them to reply to then tell me basically....oh well!!. Don't waste your time or money with these clowns unless you have money to burn.

I used Instacart regularly and frequently over the last couple of years as an express member. Unfortunately, their shoppers made frequent mistakes (one avocado instead of one bag, non-organic instead of organic, wrong items, missing items, etc.) and many did not even know how to report their own mistakes so I ended up doing it myself using the app or calling customer support. Instacart would refund almost automatically, until one day they suddenly blocked my account from refunds, seemingly because of a high demand for refunds from my side. I tried to escalate it, but nothing changed. I already paid for the entire year of membership and used only two months of their service, but I have stopped using their service ever since they blocked me from refunds, and they don't return either the remaining months I paid for the membership. Their "100% satisfaction guarantee" is only when you don't report too much of your dissatisfaction!

In the beginning Instacart was semi ok. I have had shoppers throw my order into my patio chair. Because of two young girls. I ask, "Why did you wanna work for Instacart?" They replied "It would be a great adventure." If these two. Threw an order @ a angry person. Bad idea. Shoppers mixing Bleach in with food items. The personal shopper claimed that he did not bag the grocery. I had to explain to him that you don't place chemicals with food items. Don't place meat with other items. Shoppers that stop and visit with people while it's hot outside. When having cold items. Your mistake. Not mine.

I have 4 kids and I thought it would be nice to get my grocery delivered at home without dragging my kids along to the store. My Instacart account has a $20 off $40 and $2 off if you are not rushing with the delivery. So I thought it was an awesome deal. With all the deals my total came up to $26+ I only ordered 8 items. My app said that my order was delivered more than half an hour ago so I rushed outside because one of my orders was milk. My order was not there.

I just ordered my groceries via Instacart, and they said that I will have 3 free deliveries, but they still charged me almost 8.00 dollars. I also had to give tips to the shopper, and they recommended 10.00. That was almost 20.00 in fees. I will not use this company again. I don't recommend it.

Purchased the service for 2021 and 2022 in case we were ever sick. An insurance policy so we could eat when incapacitated. Finally needed the service today, and the site was a nightmare, said it was placing order, then nothing showed up as ordered. Again and again and again. Called "Senior Help" and the woman didn't help at all. So, they ripped me off for the membership for 2 years, stupid me. Too bad you are sick, we took your money, you can't get anything because our site sucks and our "HELP" is no help. I wanted some juice and dog food. USELESS RIP OFF.

I started working not even a month. No pay on their app. Has an old closed Chase account I couldn’t remove so my earnings went there. The only way to contact them with issues or questions is thru virtual chat. I kept telling them I couldn’t remove it. They made me wait 5 days until bank returned funds and they are still holding on to my lil change. I beg them for days and hours on the chat. They kept ending my chat, putting on with new agent. Ask of them. Had no sympathy. Pretended to help me. I told them I really need my money. The lil gas I had I used it thinking it would be corrected by now. They are holding those funds too. They are the worst. I need my money and would never use them again.

I used to love Instacart. So I renewed my annual membership for $99. The moment I did, they raised their service fee from a very reasonable $2-3 per $100 order, up to $10+ per $100 order. That is on top of higher prices than you can get in the store yourself, the annual fee, and the driver tip. So I requested a refund of my $99 service fee. This sent me on an odyssey of evasion, deception, and/or OUTRIGHT LIES from customer service agents via chat or phone, to string me along while not actually addressing my concern about the high fees, until it was too late for the "system" to allow them to give me a full refund on my membership.

They couldn’t figure out the address so they found a “new driver.” Pushed it back an hour and then reported again that the driver was too far away. Staying in downtown Nashville. Customer service didn’t speak English well enough to help at all. Had to cancel order because their solution was to cancel and deliver the order the next day.

I have been using this service for a year, it is very expensive. You pay a yearly fee, a delivery fee every time, and all items are marked higher than in store. However, I am unable to go into stores so I use this app regularly. Out of nowhere I was locked out of my account and asked to send proof of ID, which I did. I was emailed back saying too bad, ID is not sufficient, and my account is closed without return of my yearly 100$ fee which I just paid the day before. There is no customer service phone number or email, you have to log into your account to get help apparently, but I am locked out of mine. I have sent email on email with auto-replies saying no one monitors this email. They just took my money and locked me out. Customer service is TERRIBLE.

Arrived in Myrtle Beach for Vacation 8/23/2022. Asked Food Lion for delivery of groceries. Nowhere was it disclosed that Instacart was going to do the shopping, nor were their service fees disclosed until delivery was made. Although very expensive, I would have been good if delivery was made as promised. Instacart charged me for 5 items which were never delivered. Food Lion blamed Instacart and Instacart customer service were of no help, a TERRIBLE experience. Don't do business with this company, if I could rate them zero stars I would. This company stole at least $15 of groceries. Absolutely terrible.

First 6 months was great, and then they locked my account for no reason. I paid for a year in advance, and for the last 5 months I haven't been able to get in. They provide no phone number, no email address where you can reach them. By trying to get in they did send me an email (accepts no incoming mail), which is a joke and does nothing more than "click on this link" and then tells you to sign in. Every time I try to sign in I get the message that the account is locked. They keep saying everywhere I try searching for an answer to resolve this to log in and take care of the problem, but you can't log in if they have you locked out. They have ripped me off for the last half of the year that I prepaid, and next month they will charge me for another year and there is no way to reach them to cancel my subscription. This is a scam and rip off.

I started using Instacart last year. There were often mistakes in the orders but when I noted them in the app my account would be credited. Lately the shoppers seem worse. As if all the good shoppers no longer work there and have moved on. There is no communication, no following instructions not to substitute. Spoiled items are often purchased, the list goes on. Suddenly a month a go I am informed that I have complained too much and will not be receiving refunds for wrong items anymore. What Ivory Tower executive came up with this ridiculous policy?

Upon ordering from Instacart I noticed my milk and gallon of Arizona Tea was cut and was leaking upon being delivered. Please be aware, be careful. I don't think I will ever order with this company. They need to conduct full background checks.

I have placed 57 Instacart orders this year, 2022, alone. Once a huge fan, I have been increasingly dissatisfied with the extent of overcharging even when they advertise i-store prices. Last week, one steak alone was almost $5.00 over the price on the package and today, an order for $61.52 came with a paid receipt of $53.41. They pocketed the difference along with the delivery fee, service charge, and tip. It's a shame to do this to loyal customers. The contractors that work with the company are mostly great and work very hard. No longer a customer.

I've placed about eight orders with Instacart so my experience is with seven different shoppers, one shopped twice for me. I live in a part of the country where Fry's Food is a primary store, which is part of the Kroger family of stores. Prior to using Instacart, I shopped at the store these shoppers go to for a few years. For some reason, the shoppers I've had shop for me aren't very skilled at buying groceries. I have to sit by my phone from the time they start until the time they've finished, making what I thought would be a straightforward process pretty stressful.

I placed an order with Instacart for a total of $60.82, they put a hold of $75.00 on my credit card which I understand but then they pulled another $75.00. Which overdrawn my account. When I call Instacart, I was only offered $5.00 refund. When I asked to talk to a manager or someone higher the Customer Service Rep. refused. I am a Supervisor of Customer Service Dept at the company I work for and have never experienced anything like this. I cannot believe they expect for me to just accept being charged twice.

I ordered a $459 Order from Costco, including Fresh Halibut, Filet Mignon steaks, two Large Costco Salads (Ceasar/Poppy Seed), a Costco Chicken, Chobani Yogurt, Fresh Fruit, Chocolate Raisins (tub), and many other items. The food was "delivered" in the BACK OF AN OPEN PICK UP TRUCK, during the HIGH NOON Hour on Kauai. The driver was STUCK IN TRAFFIC by his OWN ADMISSION for over 35 Minutes. ALL of the PERISHABLE FOOD I ordered was RUINED/SPOILED.

August 11, 2022 I received an email confirming a year's membership fee and a deduction of $105.93 from my credit card account which I had not authorized. I immediately called Instacart and told the agent I had never requested a membership and to refund $105.93 back to my account. After replying to my demand by email they only agreed to $99.00 and $6.93 is retained for taxes. Huh! I called them again and demanded my refund in its entirety and again they agreed. The next email sent again said a refund of $99.00.

When the pandemic first came about Instacart was a wonderful service use. Unfortunately now they are not meeting the mark. They have so many hidden fees, such as if you order a heavy item (24pk water) it's additional $3 fee, that's more than the cost of the water lol. If you add just 1 item to an existing order you submitted it's an additional $4 fee and they do not tell you beforehand that these are additional fees. They also place a ridiculous pre-authorization hold on your bank card, in which in my experiences lately I've have to call multiple times to have fees refunded to me because I didn't receive my full refund after I received my order. The delivery fees are absolutely insane and the shoppers have poor communication. Just make time to do your own in store shopping because this has become a hassle and I do NOT recommend this service to anyone.

I signed up for Instacart a year ago, and the people that they sent here were always late to begin with; then one night, this old guy came to my door, with my groceries and he started yelling at me saying that I didn’t live in a house, but in apartment complex. He added that if he knew, he wouldn’t bring the groceries to my apartment. I told him that I didn’t want him here either. Then, next time I tried to do my shopping, this man, who insulted me in my own home, in the middle of the night, had already put a complaint on me and they blocked my account, and now I can’t not even shop online in the stores that I regularly shop, because I have been blocked.

Awful business practice, unprofessional. I know for a fact that I opted to be reminded before my Instacart membership renewed. A day or two ago Instacart charged my membership to a credit card that it did not have the authority to. Naturally, I checked my account settings and found that my notifications for my subscription renewal was turned off. Instacart is a complete scam. There's always "missing items", but in fact one time I cancelled my order and went down to the store I ordered from, and lo and behold the items were in the store.

This company is horrendous. First off, I pay a yearly subscription for their service, I also get charged extra fees when I make a weekly food order of $100+. You would think they would treat a loyal customer better. I have an issue each and every time I place an order. Whether someone delivers to the wrong address then refuses to refund me or I received damaged or mold food. I always request refunds, never get them! So essentially they are stealing my money because the food I receive is either wrong, damaged or inedible, yet they say "you make too many complaints" so your request is denied for a refund.

I'm a disabled senior. I'm homebound and rely on delivery services. Since using Instacart I have had funds pre charged for phantom orders. Declined pin numbers that have been active for years. And absolutely NO customer service whatsoever!!!! Avoid at all costs. They prey on seniors!!

Very Disappointed. They bill you 3 times more. If you catch them, takes forever to take your money back. I order for my mother with her EBT card and charge tip on my card,. last order on August/13/2022, they charged my credit card $50.00 instead of $5.00. Is TOTALLY RIP OFF? NOT recommended to anyone.

Instacart just stole $135 from me.. I had a grocery delivery scheduled, but the shopper notified me that he had just been in a horrible car accident and the groceries would be delivered 45 minutes late. The groceries never arrived, so I called customer service and they told me that since I have submitted so many complaints with this company (if that doesn’t explain enough), my account was now locked and they could not refund my money.

They delivered to the wrong address. I got a refund and a 10.00 credit. Super annoyed but mistakes happen I guess. So I gave them another shot…well my order was delivered to the wrong address again!!!! This time I had the items redelivered. Well let me tell you about substitutions! They suck too. Half the stuff gets replaced by crap and the other half they just don’t get. It is the most irritating service ever! I don’t care if they gave me credits or not I am so over this! Save your time and avoid aggravation. And the driver that messed up still gets the tip I left!!! So I wasted another 15.00 on a service I didn’t even get! WORST SERVICE EVER.

This company does not create a long-term positive relationship with their customers. They don’t make sure if the client is an elder, special need, or affected of a health problem. The delivery person rings your bell, and let on the floor your groceries even before you have time to open the door, the person is leaving in his car. Poor service providing the items you put in your order, they are too busy making money. Do not use this company services especially if you can not carry your order by yourself.

I have had a terrible experience with this company. I was sick and those who actually delivered the food and shopped were great. Instacart charged me full price for groceries that were on sale. For example: I wanted three cartons of Mt Dew (which was suppose to be 3 for 12.88 dollars). Instead, Instacart charged me over $23.00 (they made nine dollars). After calling Kroger's (where I had them get the groceries), they said that instacart when buying the groceries did get the discount; however, they did not get the take it off my bill they gave me. They also charged me for merchandise I did not get because the store was out of it and I did not get any substitutes. Watch out because they are frauding customers everywhere and if you are not paying attention you are paying too much. BEWARE!!!! My bill should have come to 71 dollar and some change but they charged my account (93 dollars and some change).

On my 53rd Instacart shopping experience, the local manager decided to have my shopper pick up orders for TWO other people at the same time, resulting in a delay in delivery and SPOILED FOOD. THEY JUST LOST A CUSTOMER, AND THE LOCAL HEALTH DEPARTMENT HAS BEEN CONTACTED. My hope is that they get SHUT DOWN before they KILL SOMEBODY.

I have used them in Chicago, in Tampa and now California. I still am their best customer, with thousands of $ spent. Suddenly they decided they no longer want to fix mistakes made by their shoppers. I thought I would prevent losing money by chatting with the shoppers to make sure I do get what I ordered. Alas today the shopper violated essential HEALTH AND SAFETY measures.... DURING A PANDEMIC, and left at my door a hot rotisserie chicken in a box that had the tape removed and a chicken leg detached. Clearly the shopper dropped this and put it back inside the box which is utterly disgusting. I gave them 3 chances to fix this, they refused. I am filing a BBB complaint against them, reporting them to the department of health for tampering with food during a pandemic, and filing a credit card claim.

Horrible service, I ordered for two items specifically cream and peanut butter, I had back surgery and wanted these two items and just added more to have at least $40.00 on my shopping bag, several items were missing out of stock and peanut butter was not delivered, no replacement option given, I called and they were supposed to deliver and shopper asked me if I consider different brand. I responded send me pictures and two minutes later they canceled my order. I should not be charge for your lousy service. I will definitely leave review in any site available to make sure customers sees how you rip off people. So pissed off

Ordered thru Instacart for my Mom. Started receiving phone calls about the name being wrong. I told them I was ordering groceries to be delivered to my Mom at her address as I had done one time before with no problems. They just couldn't figure it out - - my acct - -her address. Not rocket science. So I'm out $94 and had to drive 45 min to buy mom groceries. Cust service said refund on the way. Well that never happened and it's been 2 weeks and many very long phone calls. I have since hired a local girl to do what they can't for less money and much much better service.

I paid for an expensive delivery and they just never came. They canceled it after telling me it would be late multiple times and I was eventually told I'd get a refund at some point in 5-10 business days. I won't be sick by then and can't afford to reorder until I'm refunded since it had a bunch of expensive medicine in the bill. The support staff told me there was nothing they could do because they'd cancelled and refunded it without asking me since "that seemed better."

DO NOT DOWNLOAD THIS APP. It's totally fraud. It tries to drag people in with coupons and cancel orders at last minutes to charge late fees. The customer service pretended to be nice, but is completely helpless. My $17 are gone for a lesson.

Gave no reason! Placed order, billed paid. At 6 am at 8ish am get "Sorry. Order cancelled." Try to reorder. I just signed on with them recently and so I promptly cancel after they said, "Oh your refund will be 5/7 days." Why? On a debit card you got 55.00 you sent thru. Now I wait. Will never you the service again. Called Uber. Was 6.50 ride to store and back and whole lot less than 55.00.

Since I have COVID, I ordered Instacart for basics, as well as an at-home COVID test. The shopper did not communicate with me while shopping. When the delivery arrived, one item was missing and an item that I did not order was present. As well, without explanation, the COVID test was simply ignored by the shopper when it was out-of-stock while replacements were potentially available. The shopper did not respond to my message about the mistakes. While submitting my complaint to customer service via the app, my question could not effectively be answered. Live, over-the-phone customer service was also ineffective.

I tried to buy green plantains from Shoprite through Instacart and they cost $2.20 when at the store they cost 30 cents. I called Instacart and told me that Shoprite don't offer discounts to Instacart. I think this is absolute nonsense, I will never use Instacart again.

Instacart is horrible and today I am out money for them shorting me meat! Gave me a partial refund, they clearly didn’t read what happened to me! The shopper seemed like he scammed me, but the service had been horrible for a while now! I am never using their service again they stole from and robbed me!

If I could give 0 stars I would. Placed an order through Instacart. Not only did I not receive one single thing, but the person shopping for my order changed my quantities of items and my bank account was charged over $300 for those additional items. Seems likely that the worker Cassandra working for instacart upped my quantities and either returned the food for cash/gift cards, kept all the food for themselves, or is selling it and getting money. Such a scam. BEWARE OF INSTACART!

They are thieves, stole my debit card number info. Wouldn't tell me how they got it. Debited my account. Had to close my account. Never used them before. Calling better business. They caused a lot of problems. Wouldnt let me speak to a supervisor. Pissed.

This company is pocketing millions of dollars for robbing people. I've had so many items missing from my orders and they won't refund or credit me back. Can you imagine how much money they are pocketing? Thiefs.

I tried to open an account with them, but because I live in a very rural area there was only one store they would deliver from. Also they were claiming the price of all the products were more than the advertised and shelf prices. I texted them about that they claim that is what the store is charging. The store claims that is what Instacart charges to make extra money without charging big delivery fees. So, I cancelled the account. Now a year later I got four charges on my credit card in one day totaling $167.24. I tried to get help on their website but they would not help without signing in. Of Course, when I tried to sign in it stated my account was locked.

I got an account for emergency business orders. The fact that they lock out my account almost every time I make a purchase. It takes a minimum of 2 hrs to reset my account. They are great, absolute stars at costing my company money. I have over $1000 in holds from my bank that they refuse to release until I called my credit card company to declared fraud activity on Instacart themselves.

Too many times have shoppers missed items, gave me the wrong items, or spoiled/rotten items. I even had a time when the shopper squashed and broke the bottle of the dish washing soap I bought and leaked all over everything. Quite a few times got fruits and vegetables with mold on. And a few times where it seemed they swapped my bags with someone else. Every time Instacart asked for a photo proof from the app I would take the photo immediately (however, they rarely do). This time, however, I ordered a container of cherry tomatoes and had some moldy rotten ones inside, very gross.

Just 2 months into my year membership Instacart blocked my account. I placed an order for a neighbor using my credit card on file. Everything went smoothly with placing the order but within seconds Instacart blocked my account. This would not have been an issue except they could not unblock my account by any means other than my submitting a photo of my driver's license and credit card with some information blocked out. This might not have been an issue if I were on a computer but with just my cell phone this was not something I could supply. The Trust & Safety department told me that my only options were to supply a full photo of my full driver's license and full credit card or delete the account without refund. At this point I was feeling a big lack of trust in the company so I was not about to submit additional sensitive information. It's a shame, I really enjoyed the service offered but without support options I will not renew or reuse Instacart.

Always an issue with delivery. Leaving at wrong location, not following instructions such as call me on phone if there is an issue, don't text. Still they text. Don't leave groceries outside, yet they do and don't bother to call saying Groceries are delivered. The last straw was today when they took my groceries to someone at a totally different Condo complex. They didn't even bother to call saying the delivery was made. I had to call Instacart to find out where ** my groceries were! Absolute imbeciles. Instacart has no Quality Control whatsoever. Today was my last time using them. Stay ** away from this clown outfit because they are not ready for primetime. And get this...they say it will take 5-10 days for my ** refund of the groceries I never got!

My experience has been horrible. I have used Instacart weekly since 2019 and have seen the business model and service go downhill over the years. I was even a former Instacart shopper on and off for a year and loved the company. However, over time, I started experiencing missing items, cold items not in coolers that had to be thrown out due to being room temperature or expired items. Instacart was good to give me a refund. But, my account was unfairly put on 'restriction' and they no longer would give any kind or refund of expired, warm dairy items (from sitting in delivery drivers' back seats not as coolers as is promise) and missing (shopping for multiple orders and items/bags ending up getting swapped).

They hate their job. They are a particular age, sex, nation of origin and behave in lock step fulfilling every stereotype. Unfortunately. Called because the app said order was for pickup at 5:15. After paying it changed it to 6pm. After it refreshed upon the next screen it said 7pm. When order was complete it said 8pm. 3 hours for 10 items? The bored “I hate my job” person answered the phone and was knitting an excuse that was filled with contradictions. I pointed them out to get the facts versus the narrative and typical, she hung up. That cost them the order and a $10 credit.

The shoppers keep getting worse and worse. Today they purchased two items which totaled $31.00 that were not authorized by me. Instacart refuses to provide a refund. I won't be using them anymore. $31.00 is money I could use for other things. The inflated charges resulted in an inflated tip. They no longer allow you to reduce the original tip when a shopper messes up your order. Trying to explain to customer service that you received the wrong items is a joke. They will argue with you, even if you are doing it via email. Not worth the hassle and the uncharge on products.

I had stopped using Instacart because of their frustrating, inconsistent ease of ordering groceries online. So I decided to try them again as I was having trouble ordering some items at my usual store that does not use Instacart. I spent way too much time putting together an order only to have Instacart, once again, not work at all. I got the spinning circle, not working at this time, reenter your address, reenter this or that, blah, blah, blah. My frustration level is extremely high. Needless to say I could not place my order and I went back to my usual store and didn't get the items that I need. Instacart stinks.

Like many others on here, suddenly I am no longer able to receive a refund or credit when my driver messes up (and they do frequently. Missing safety seals, warm squishy cheese, damaged produce, etc.). Double charged for a monthly membership and they refuse to refund and of it. They disconnected their customer service number so the only way to speak to someone is via chat and we all know anything through text is misconstrued. Horrible company.

I have used Instacart once in my entire life. After getting what I ordered it all seemed fine. I never applied to get Instacart Plus. Well today (a month later) I get a 109 dollar charge on my bank account. I canceled my subscription (which I never signed up for in the first place), and guess what? They are giving me a 99$ refund. I again never signed up for this service. They stole 10 dollars from me just because I had my debit card information on their app. This is a horrible company. Will never use their "service" if you can call it that ever again. Horrible company with a policy to rob people who aren't paying attention. Again I never signed up for Instacart Plus. I'm going to tell everyone I know to never use this service.

I am BEYOND frustrated with Costco Instacart. I have had SO many issues with missing items and spoiled items. I complained and now they restricted my account and they are no longer for refunding me for spoiled items or for anything. I received an email stating that I am not allowed to complain anymore to them because they received too many complaints from me. Shoppers have left food on my porch in the 95° heat without even ringing my doorbell so all of the perishables have spoiled. I called numerous times requesting that a supervisor from the appeals committee call me back so that I can discuss this with a human. No one has returned my calls. I have given up trying to reach a person to talk to so it is time to cancel my Instacart account. l am not paying for spoiled items anymore if I am not going to get refunded for them.

My entire order was delivered to the wrong address and the rep was able to see that the photo taken was not my address. They said they couldn't have the driver come back and a deliver to my house. They also would not give me a full credit to simply reorder my groceries. They said because the order was so much, a credit (OF MY OWN MONEY) needed to be approved which would like 24-48 hours!!! I have used Instacart for a long time now and I am cancelling my membership. Instacart does not value their customers.

I started using Instacart 2 years ago. I have had so many issues with missing items, wrong items and twice I got someone else's whole and someone else got mine. I always complain. Why should I pay for stuff I am not getting? Today they have send me an email saying I am not allowed to complain anymore to them because I do it too much. Time to cancel. I am not paying for items I don't get.

Used Instacart this morning for grocery delivery and within 5 minutes started getting FRAUD NOTIFICATIONS from bank! ONLY use this card for Instacart grocery delivery! They DO NOT SECURE your Card information! SHOPPER BEWARE!

My experience was horrible. I tried it out with the Instacart +($99.00). The service is supposed to save me time! Shoppers horrible, drivers don't know area, items missing, expired, open, damaged. Stay away.

I am beyond frustrated with Instacart at the moment, and many moments before. Instacart needs to figure out a better way for their 'shoppers' to make sure they have all the items that the customer requests, and the correct substitutes if any. I always seem to be missing items that the shopper says that they got and shopped for. I'm certainly charged for the items that I didn't receive. If this keeps happening then they are surely not double checking making sure that everything is in the van or car when they deliver to the customer. I need Instacart's Corporate office to address this problem that keeps occurring. Have a meeting and fix it guys!!!

I decided to use Instacart because my schedule was packed for the week. I asked for a specific item -no substitutions- and this morning, without a text, email, or knock on the door- received 72 cans of Fancy Feast cat food that my cats won't eat! When I called them they refused to credit my credit card and pick up the items that I informed them were still at the front door (I left the items there as I cannot use them). Instead they gave me a 'credit' for their business! I told them I would never use them again. So I have disputed the charge with Amex, and cancelled patients in order to return the items to the grocery store. Do not use this service- the only recourse we as customers have is to continue to share with others our experience and hope it runs them out of business.

Delivered Ice Cream and Fresh Meat inside porch bench (ok on a cold day). It's 100 today..No knock. No doorbell. No phone call. I just happen to look at my emails. Also my front door was open so I could know when they arrived. I have used them numerous times. ALways a problem.

As a disabled individual, this option would be awesome, but the company does not make corrections for shopper misuse of credit cards. We have had several instances where shoppers charged us for items we did not receive. We have also had instances when shoppers have purchased replacement items without our approval or authorization.

I have usually had a good experience with Instacart until recently. I received someone else's order. Tip and delivery fee were not refunded. I placed the order again and received a really bad replacement. They did not refund the full value replacement, just the extra that I had to pay even though the replacement was useless to me. I am not planning on making much use of Instacart going forward.

I decided to try Instacart because I was short on time. I regret this decision in every way. They were offering a free delivery promotion, but what they don't tell you is there is ALSO a service fee, a tax on the service fee, a checkout bag fee (which might be only NY), fuel surcharge, container fee (also might by NY only) and a tip (which I support because it's not the shopper's fault and they deserve that). Additionally, they charge you MORE per item than if you just go to the supermarket yourself. I'm talking $.50 to $1.00 more on every single item.

So I used Instacart for Shoprite, placed my order, charged my card and said there was no charge but my bank says there is. I will never use that garbage site again. This is very poor site and should be taken down

Instacart is a company that scams you. As a meme we since Covid started they’ve done nothing but provide terrible service, food along with misplaced items. They take your money and they’re absolutely ridiculous

I’ve been an Instacart express member for a year. I continued using the service for quick and easy access to Costco and Wegmans, two great supermarkets outside of NYC, which makes it very convenient for me. That said, nearly every delivery something went wrong. Spoiled food or wrong item. Even walking the shoppers through their shopping on chat. I’d order bananas and get plantains. The fruit is receive 90% of the time was rotten. Cracked eggs. Order a steak and get a different cut. This is basic stuff you’d expect someone to follow directions.

I've been a user of Instacart for the past two and half years and paid annually for their services. Today was the end of this service for good! While traveling out of state I decided to place an order for groceries since I'd be away for some time. Added a new address to my account and paid with a different credit card that I normally have on file. Lo and behold - they lock my account due to suspicious activity because I could not upload the 2nd form payment which was Apple Pay. How am I to take a screenshot of that! I received a support email from a QUINN (fake name presumably) saying my account was under review. It's now been under review for 2 days. How long does it take for someone to review and release my account?! 2nd email was sent asking for an update, crickets, nothing.

I have been using Instacart for the past 2 years and while I understood I was probably paying a little up charge for items on top of the fees that are transparent, I was appalled when I asked the shopper to bring me a paper receipt with my last shopping experience. Every item is up charged some by $3 to $4 dollars. The one that absolutely amazed me was a charge of $8.59 for 1 cucumber that the grocery store had only charged them .79 cents for.

My order placed for delivery of prepared food from Publix was unceremoniously cancelled without justification or even a phone call. This is third time they have cancelled my order in this way. The first two times were during the pandemic when I was trying to send care packages to family members in different states who had COVID. Their service is unreliable and disappointing.

I have been unable to place an order with Instacart to order my groceries from Publix. When I checkout it does not provide any delivery options. I am unable to select a delivery time. This happens when I attempt via ordering my groceries via Publix as well as on Instacart website and the Instacart app. This is only happening with ordering from Publix. It is not happening from other stores. I reported this to Instacart Help Center on 6/1. I spoke with Anita who created ticket **. I was told she would escalate the issue and someone would follow up with me in 24 hours. I did not feel confident that she was going to have this address. So I also spoke with the Help Center via Instacart app via a chat. That person had me send screenshots and also informed me someone would follow up with me in 24 hours.

I'm tired of how many fees Instacart charges and today as I was making my order I checked my previous in-store receipt and saw that the product prices themselves are higher. I'm done. I don't need help to pay someone else's wallet.

This is the second time I’ve had a problem with Instacart and my Kroger order. Maurisha C. was doing my shopping and then took a larger order so she decided to drop my order. She didn’t know how to put my order back in the system so she told me she was going to cancel my order. I was explaining to her that you can’t do that to your customers and she had some not very nice words to say to me. She told me there is nothing she could do about it, good luck, she couldn’t do my order because she had to pick her kid up by 5 o’clock, and told me I was being Super disrespectful.

I recently placed a order to have sent to my daughter & shopper delivered to the wrong address, I contacted Instacart & was told I would be receiving a full refund but they never sent it & have given me a complete run around trying to get my $$ back… The reps all tell you different things & can't be trusted.

So I placed a out 3 orders and all of them were a smaller package dog treats, wipes and was never refunded the difference for the product. They lied. You can’t talk to anyone either. It’s all fake messages.

Today I used Instacart once again. I had given them a second chance which I found to regret later. I not only had things replaced only to find they checked out before I ok'd it. And about 40 percent to 50 percent of the items were missing. I contacted them via the website for them to act stupid saying I never placed an order. which is a lie. So after trying to tell them until I was blue in the face and that I DID place that order and them acting like I didn't I decided to tell them I am not using them and I will tell my family and friends the same and I also tell you not to as well. I lost out on a lot of money with the order as well.

I’m currently recovering from an illness and can’t drive or shop so using Instacart was more necessity than convenience. This was my first time using Instacart and unfortunately I didn’t really understand how it worked. In any case, I ordered 22 items including such average grocery items as bread, pickles, oil, steak etc. Of the 22 items I ordered 9 were on sale. And of the 22 items I ordered I also received just 9, but not one that had been on sale was apparently available. And even though I asked for items not to be substituted or replaced if unavailable - the shopper did anyway.

So we placed an order for snacks for my diabetic grandfather at 430 pm being that I couldn’t leave him home alone due to his unstable condition, I was notified of a time of drop off time of 610pm. At 645 I messaged the shopper asking where my order was and why it was taking so long. After about another 20 min he texted saying he got a flat. I asked how much longer and if someone else can complete my order. He said no and cancelled the order charging me $15 cancellation fee for an incident that wasn’t my fault.

I tried many times without success. Not set up to be transparent, leaving customer in the dark about what and why it is not processing. Customer Service doesn't know either and they give "canned" responses. Coming from web development myself...this is a SHADY operation to say the least, fitting to some of the other responses here. I deleted what info I could but my email it kept telling me to "try again later". No trust...No use!

I used to enjoy using Instacart until I realized they were up charging for delivery. All types of hidden fees. On multiple occasions it would be random amounts of money being taken off my card for service fees days after my purchase. Also they advertise on the EBT providers app for free delivery but they don’t tell you the “service fee” is almost $20 not including the tip for the driver so basically it’s cheaper to just drive to get my own groceries. I will not ever use Instacart again. I'm totally against it! How can you advertise on a website where obviously low income families come to shop for bargains. This is unbelievable

I notice a series of Instacart transactions which were charged against my debit card. I actually haven't used the Instacart service in over 8 months, so I knew this was fraudulent activity. I contacted my bank and cancelled the card. But several transactions were still being attempted. I tried to log into my account by the account "didn't exist" anymore.

I call Instacart customer service and they refuse to give a instant refund or one at all saying it takes 10 days. CSR hangs up on me 2 times. I never get my refunds back from them. Do not trust this service.

I've been ordering from them for over a year, paid $99 full-membership, their services were great. 2 weeks ago, my delivery was sent to Toronto while living in Vancouver, asked to be re-delivered to the right address. They re-delivered to the wrong address again. Called them again, got it delivered to the right address after waiting over 12h. They wouldn't provide a refund for their mistake and customer support representative was making excuses about the payment team which obviously means nothing is going to happen. Seriously disappointed after spending so much money and time, another app could definitely do a better job.

I ordered some groceries to of course have delivered. The driver lied and told me she was outside and she wasn't and then canceled my order after not being even close to my home or being outside after reporting to be so. Then had the nerve to tip herself 15.90 tip without being authorize.

Did some shopping at Costco via Instacart before. Received some credits back to our account due to poor quality of groceries we got. We paid through credit cards for the shopping, without our consent they refunded the money as an account credit instead of back to our credit card unless we request the refund back to our credit card. After that, it's been a while we didn't shop via Instacart. The next time when we were shopping through Instacart at Costco for our parents, we were disappointed to find out that those credits were gone. Contacted Instacart, they told us, "Sorry those credits were expired." First time dealing with online business with account credits that has an expiration date without acknowledging their consumers. Won't trust this business anymore, very disappointed!

They held 40.00 from my account as a hold and would not release it back to my bank. I called them so many times being told they were going to put it back in my account. The story kept changing. Do not use them they will try to steal your money. I finally had to get my bank fraud department on it. I finally got my money back. I am going to go through my past bank statements because I think they may have done this to me several other times. I just was not paying close enough attention. I would not use them if they were the last service to deliver food. They try to be so nice over the phone like they are legit, but believe me they are not. The government will catch them eventually!

I ordered caffeine free regular Dr. Pepper and they sent the order to the wrong address (next door) diet caffeine free Coke. I took it back to Tom Thumb where they gave me a refund of the amount for what they sell it in the store which is less than I paid Instacart so, I lost money and never achieved their "100% satisfaction guarantee". So, now I know what not to do.

When I place an Instacart order, I realize I will be paying a bit more for the convenience. What I find upsetting is that when there is a mistake, while the amount of an undelivered item is refunded, I am still without the item. I work in a business that is very customer service oriented and when we make a mistake we actually fix it. If I’m really busy I have to do without the item, place a $35 minimum order to avoid delivery charges or make a trip to the store, which I still don’t have time for. If an item is undelivered, there needs to be a solution besides just a refund. Either the delivery person should make it right and see that the customer gets the item(s) or the delivery charge should be waived so that the customer can order the item and have it delivered at no additional cost. I realize that everyone makes mistakes. It is the resolution of that mistake that I have a problem with.

Overpriced and regularly spoiled food, some angry delivery people -- they should be! The nice ones don't stay. Just an awful experience. You would think at these prices -- well above store prices on most items, at least you'd get fresh food and delivery folks who can read delivery directions. Not the case.

Talked to 3 different people, each one gives a different perspective and no one solved the issue and very rude, even a supervisor. Was told, "too bad, we will not help you until you log into your account" but they have a different email that's not mine.

I used Instacart today. My order totaled about 18.00. There was no mention whatsoever of a fuel charge. Long distance charge and service charge. Before I submitted my two item order. It totaled 29.00. Very ANGRY. Over the fess that were add to my receipt. When delivered. I will never use Instacart anymore!!! I feel like I was fleeced. Ripped off. I’m on social security. I WAS RIPPED OFF by Instacart. I’m filing a complaint with BBB.

On the website Instacart posts a visible sign that says $10 minimum fee. At the top of the page from which you order items. That's misleading. If you go to their policy, not evident on the store page, there is a $35 minimum order fee. I have a yearly account with Instacart, that includes the delivery fee. But today Instacart added these extra fees: 1. a delivery fee $3.99, 2. a fuel surcharge fee, 3. a service fee, and 4. a " heavy bag fee". For one small bag with three teas and napkins, NOT heavy. When I called customer service, all I got was an argument about their ( hidden from view) actual fees. I said that their policy minimum amount is not on the face page. It's ridiculous. They put me in hold to get a supervisor and disconnected me without anyone showing up. I truly find this delivery service to be unreputable.

I have been using Instacart regularly for the past few years. Since I am primary care for my 96 year old mother, have been ordering food on her behalf for all this time. Though I fully understand a businesses need to change process, enlightened businesses understand the need for escalating valid issues to second tier support. Unfortunately Instacart does not do this. They now force both a validation of ID & Credit Card and lock your account each and every time. This makes a complete mockery of their Senior only helpdesk - not truly understanding what seniors need. Basically I don't know too many elderly that are computer literate enough to order from their own account. My mother has no internet, email or computer. Have canceled my subscription since they basically don't care to learn.

Hostile, Very Abusive Delivery driver. I ordered special cat treats from Walmart Spruce Grove AB, through Instacart with simplistic instructions' if my order cannot be completed as ordered -do not substitute and please refund me!!! Instacart decided that my order can and was changed to something I would never have ordered'. The Instacart driver texted me and said, "Your order was changed and your cat will like my choice'.' I text back stating, "I was very clear on my order and I will not accept your decision making as I am the one paying for my order -"Not you." He text back' saying, "It's too late to cancel your order. I am on my way!!!!"

This might be the worst app to use for making quick money. Absolutely unrealistic completion times and incorrect info that makes the job that much harder. They also post false distances about the actual distance just to entice people to take their orders. In addition they unfairly penalize you for declining orders when they send orders for stores that are already CLOSED. Forget it when it comes to customer service and trying to get your orders removed. If I could rate lower I would. -10/10

I used Instacart one time during the pandemic back in April 2021. Obviously, Instacart had my debit card information. While reviewing my bank statement this month, April 2022, I noticed a charge for $104 for my Instacart subscription. I NEVER ordered a subscription or membership. I used their services once over a year ago…but they had my debit card and they "renewed my subscription" behind my back. After a LENGTHY debate with Instacart, I was issued a refund. Check your bank statements if you’ve ever used Instacart!!! They even renew fantasy subscriptions.

I was ordering for a year with Instacart from Costco, and on my last purchase the delivery guy accidentally put the bill from the cashier in my box of items. For my surprise I saw that what I paid for was much higher than prices in the bill. Costco prices are higher on Instacart. The average increase to be around 15%, sometimes even more for some products! Will never buy with them again! When I signed up to their service no one told me about this difference in prices.

I ordered water 4 times today 4/17/2022 which I still haven’t got…because they gave me a credit of free delivery.. Now that I used up that trying to order the same freaking water here comes the charges. Now I’m paying almost $200 for 25 cases of water that’s on sale for $3.69. This app is a complete joke and so are the calling operators who answered the phone. They are nasty talking and after today just might be my last time dealing with them. This would of been great for people had we got better services. So far this app sucks. I hope others have an better experience than I did.

If I can give a zero I will, we ordered items in Savemart using Instacart, they delivered the wrong items and not a single item I ordered was there so I contacted instacart thru chat and they said they will redeliver it, so we waited, after how many hours there is no delivery, no email or notice received on the update of the delivery. So I contacted them again and they told me, "Your redelivery is cancelled due to high number of issues reported on the account", I was like, "What high number?" I reported the wrong delivery and your customer service scheduled for redelivery and no email or text saying about this issue. All they did was apologize and again issue another redelivery, I keep my finger cross if those items will be delivered. Bad service!!

I used Instacart for the first time and I am not sure how he got by with it but the driver listed all my items "Out of Stock" and delivered about 90% of my order but Charged $65.00 of his own stuff as "Substitutes" but they were not even Apples to Apples. I was charged for his stuff and he left the store without being charged for my items even though he left with them. Will never use them again. Thieves shouldn't be delivering groceries.

I used Instacart for the first time a couple months ago. A couple days after the order I noticed they charged me $99.00 for a express subscription I did not ask for. When I brought it to their attention, they claim they did not see the charge or a subscription. They told me there is nothing they can do for me to get it from my bank. Beware!! Do not order through them, they will charge your card and not refund your money. I feel like they stole from me!!

Used this service because my husband and I both had surgery and unable to drive. Eight of 29 items were not found by the shopper, many of which are easy to find, which I will explain later. I was charged for the remaining 17 items, four of which were not received! Next day I was driven to the chain store and purchased all the items except for one that the Instacart shopper couldn’t find. These items are always stocked (frequent shopper) and not hard to find. They credited me for the items not received (over $50 in items I was charged for) and gave me free delivery on my next order. Really? What was the point of even using them if I had to go myself?

I usually place an order the night prior to my next-day selected delivery timeframe, only to watch my expected delivery time being pushed back hour after after, forcing me to miss medical appointments, etc. and lose the whole day waiting for my food. Their canned apologies and pissy offer of a $5 discount on a future order is often accompanied by a suggestion that I cancel my order and try again at a future date. Horrendous service, lies about delivery times, and I want everyone to know how awful this "business" truly is. I am also reporting them to the BBC for inexplicable bill-inflating.

I have been using Instacart for more 3 years, what I found out was shocking, the pricing of items on the website is way higher than the pricing on the store, and Instacart REFUSE to produce a printout receipt from the store, which means that they are complicit with this. I know pricing on the website may go up and the website support may take some time to change pricing, which is fine, but I should not be charged for more than what the price on the store. The price I should pay is the final price at the cash register, which they are supposed to bring me a printout receipt. Customers should be aware and make public complain about this practice.

As a Shopper for Instacart after two years I have been deactivated 3 times. All three at no fault of mine. the last final deactivation had to do with the ill treatment when I was delivering an order and with countless proof and the receptionist being written up, Trust and Safety sent me an email that they investigated the issue. Not true.

When Wal-Mart's pickup & delivery service is better than yours, you know you need to re-evaluate your business model. I've had nothing but problems with Instacart. Either the attendant is MIA, the order is given to someone else, or the order is not ready when they said it was. I am busy (as we all are), which is why I use these types of services on occasion. But, today is the LAST TIME I will use Instacart after they gave my paid order to someone else and I had to rush inside to grab what was needed during a very short window I had to shop.

I went to pick up groceries with my EBT card. Mind you I hate that I have to use public assistance but it is much needed coming out of an abusive controlling relationship. I ordered cash items, bodywork, razors, and shampoo. They would not let me pay them in cash for these items at my car. I am sick with the flu so I opted for pick up. They told me to put on a mask and come in. I said I would not and for them to just take the cash items off. THEY PROCEEDED TO TAKE ALL OF THE PURCHASE... FOOD AND EVERYTHING. I WILL NEVER USE THIS AGAIN. I was trying to do the right thing and not go to the store sick and this is what happened. Never again. I won't even shop at Kroger at this point...

This service sucks. They delivered my order to an address that's about 2 miles from my house. The delivery drivers are so dumb. They steal and that's a fact jack. I'm going to find another service that can deliver correctly

To the lady that wrote a review about the kid that got air lifted because of ice cream I'm very sorry to hear that dearly from the bottom of my heart but but how could you blame somebody buddy when you're the one that's supposed to check those kinds of things as the care provider for the child? Just a little food for thought. Anyway I've never been disapproved of a job before because of a background check in my life and I am 40. I have no idea What they looked up Because I couldn't get ahold of anybody to ask them. It's a joke of a company. The user interface on their app is terrible. I'm disgusted by Instacart.

Long time satisfied Instacart customer until recent order when items were substituted without permission and resulted in a three year old child going into anaphylaxis shock. Cashew nut ice cream was substituted for vanilla gelato. The Instacart shopper DID NOT ask to substitute and clearly chose a product NOTHING like vanilla gelato. The child was airlifted from one hospital to another and nearly died. More troubling still is the fact that I've talked to four different Instacart customer service reps who have all assured me that I would hear from their 'food safety' department. Nearly four weeks later, I've heard nothing. Betting the Instacart 'brass' would love to hear that the first customer service rep. I spoke to on March 6, 2022 said, "Oh my god, you could sue us." Yes, I could.

I would never use this company. They say you can add to your order but they lie and charge your card excessively. When you need help they blame you not the website. I told them I was reporting them for fraud and going to the store. Be very careful if you decide to use this company.

On March 13, 2022, I placed an order for about $37, which the shopper inflated to $194.57 and never delivered anything. I immediately called Instacart to report the fraud. I asked for a refund, as it was charged to my checking account. Instead it went to credit. I called 3 more times and was promised it would go back onto my debit card, which it did not. Today I called and noticed the balance due to me was now under Promotions and I'm told I have until June 12, 2022, to use this or lose it. The rep refused to refund me, since they say that I used some of the credit, which is my own money! I am being forced to contact an attorney to recover my own money.

I used this for the first time. Groceries bill was $105.00. I checked my bank balance and found 4 pending transactions from Instacart, for a total of $460.00. When called and talked to their call center I was told nothing can be done for 7-10 days, as this is their policy. After screaming fraud I finally was given a manager who promises they will be gone tomorrow. If not the screaming will resume tomorrow. This place scams the seniors who can't get out of their homes. NEVER AGAIN!

About 2 or 3years ago I went to the bbb about Instacart. I kept getting overripe produce that lasted one day. Ever since I have been retaliated against by instacart. Not all delivery people are the same. Let me spell out my predicament. I'm a disable senior. I need grocery delivery. I'm on a tight income and use ebt for grocery delivery from Aldis. But does that mean I have to accept nearly rotten produce?

I ordered 120 dollars worth of groceries from Aldi's but Aldi's was set to close before someone was assigned to be my shopper. So I canceled the order and started a new order with Kroger. However, I wasn't aware that Instacart takes 3-5 days to refund your money once you cancel an order. So now I don't have enough funds on my card to cover the new order with Kroger, which is actually LESS than the original order with Aldi's. I called customer service and they said I had to wait for the refund to appear on my card. I asked the representative what am I supposed to do, starve for 3-5 days? She said yes. Do not use this service.

I will keep this short as the whole sordid story would be too much here. Ordered about $200 worth of grocery items. Got someone else’s order (3 small bags) which they tried to insist was mine. I showed them my order. Turns out mine were delivered to someone else who kept them and never said a word of course. I spent half a day on the phone with their customer service and finally ended up with a credit, not for the full amount and not the refund I asked for. No offer of coupons or even an “I’m very sorry”…nothing. So I was basically forced to use them once more to reorder because of the credit which I did, reluctantly.

I feel that sometimes the shopper just doesn't feel like looking for stuff and she cancelled 12 items; replaced 5. I picked EBT for payment, because I am a senior on a fixed income. Because I had to get garbage bags, I entered my Visa debit. They charged the entire $127 order to my debit card. I chatted with a rep who offered me a $5 coupon. Keep it. I now have to go without necessities because of this, pay half on a few bills and try and make up the difference next month. The other times I used the service they bought the HUGE packs of meat when I chose a couple of pounds. Once again, they cancelled items and replaced with their own choice, not asking me what did I prefer. I'm done with them.

It's truly been an unfortunate and ridiculous ride with Instacart. I got the subscription service a year ago. I used to use it to have a LOT of groceries delivered weekly, but the inventory was always so bad and unreliable, that there WAS ALWAYS a substitution so I just decided to use it when absolutely necessary. I received the email they would be charging my card for the renewal so I made sure that the main card is the correct one on my account.

I will not use this personal shopper service again unless its urgent. Items are broken and missing 9 times out of time. I don't want a refund I want my items. Last week I asked for a refund again. They overcharged me. Over it.

On top of the ridiculous prices I've experienced another problem. I ordered today, the shopper was supposedly shopping, then I got a message saying she tried to cancel my order. I asked her why and she said she forgot her card. So now I already paid and can't cancel, but I'm not getting my order. I can't contact Instacart and I'm not sure what store location she was at because there's multiple Kroger stores in my area. Another time the shopper said they were out of stuff then my son went to the store and said they actually had it.

I purchased items from Pick & Save which uses Instacart. When I received my receipt I found I had been charged $134.87 instead of the expected $63.32. After checking my bank statement I found I'd been charged twice in the amounts of $63.32 and $75.55. Reading thru my receipt it appeared that two orders had been merged and I'd been charged for both. I have spent the entire morning calling every Instacart customer service # I could find. Also contacted Pick & Save. I could barely understand the instacart agent due to a strong accent. Was transferred to another agent... twice... still unable to understand them. They also had trouble understanding me! The third one hung up on me! Was finally transferred to their "corporate Kroger office". That agent had a very strong accent as well... he just stopped responding to my questions.

I placed an Instacart order for my Niece who resides in a different State than I do. When I selected the items and asked for no replacements. I tried to chat with the driver who ignored me. Literally 7 minutes later the driver dropped off a portion of the order totalling less than $3.00. I called Customer service and they gave me a credit of half the order meaning, I paid $17 for a $2 package of Little Debbies. They have zero concern for the consumer. I am beyond disgusted with the Company's blatant disregard for my horrible experience. And although Instacart may feel like it's worth it to lose some Customers...they don't understand word of mouth. I will tell EVERYONE I know to not trust this scamming Company. Instacart...I advise you to remember people don't remember good reviews but they surely remember bad ones!

We had a delivery today and the shop told us they had no water which was true but was also told they had no 24 packs of soda, I called the store to find out they did have 24 packs of soda and they did. Will never use this company again.

Instacart is not transparent! I have been an Express Member with Instacart since October 2021. Since then I have placed 13 orders all from the same store, mostly the same product items, and never had a service fee! Now all of a sudden, the month of February, Instacart decides to charge a 4% service fee on my orders which have not changed - same product same store. When I call Instacart Customer Service I am given all kinds of excuses, e.g., it depends on the store location and the type of items, but no one can tell me any more than that. Which items? Which locations? I was finally able to reach a Supervisor and she regurgitated the same excuses.

I order my groceries from Giant through Instacart. I was charged $45.75. Keep in mind I use EBT to purchase my groceries so why did Instacart charge me $46. I purchased my groceries on Mon 2/28 and today is Mon 3/7 and they still have not refunded my money. I am on a fixed income and I don't have money to just give to Instacart. I don't think I'll deal with them again.

I am astounded that a company linked with major stores can provide such a poor level of service. I used the service once in early 2020, and recently, I decided to try it again and utilize a promotional offer of two $30 discounts off two $50 orders. I placed two online orders simultaneously at neighboring grocery stores. I reached the first grocery store for collection and was informed I needed the app for collection. The app would not load, so I returned home, contacted via chat to switch both orders from collection to a delivery. Grocery store one completed the order and then contacted me to let me know that the delivery address was THEIR STORE. This is the address that the Instacart chat rep set.

I signed up for 2 weeks free trial and after I closed the app and try to log back in the next day it told me my account don't exist. 2 week later I got charged for the membership fee which I never have (I don't even have an active account). They refuse to give me full refund so I got charged for their stupid bug in their app. DON'T USE IT!!!

Ordering online from Costco, which I always trusted very much, but Instacart did the delivery. That was a bad service and ruined my night. It's raining, and I was literally standing at our front door waiting, and waiting. Nothing came?? But driver texted "Delivery completed". So, I contacted Instacart and customer service said I will be refunded. Again, nothing has happened. So, Instacart lied and charged me without doing their job.

I just discovered that my last order from Costco via INSTACART was marked up 22%! I was never informed of this! I called INSTACART and they were so vague and read from a script of how they determine this rate. They would not transfer my call to a supervisor. This company is corrupt...and I will NEVER use them again! They should be arrested under the RICO statute!!!! Unless you have money to throw away...DO NOT USE THIS COMPANY!!!!

I purchase from Instacart the last two times including yesterday and the week before when I put in my order every damn time items missing so they want to credit it back and I'm like no I want the damn product. You need to hold your people accountable. They're stealing people's product and getting away with it. I don't want the credit. I want the product that I ordered and every time I get these ** apologies that don't mean a damn thing. I will never ever ever order from this dysfunctional service again.

So I ordered from them twice. Items were missing, they "refunded" me, no big deal, right? Wrong. Third time I ordered for pickup, bc I want to be there when they forget items and go get them myself if need be. They took my payment, then 5 minutes later they canceled the order and locked my account. They said I attempted fraud. I used my PAYPAL account, linked directly to my bank, and it wasn't an issue the first two times! So I attempted to have my account reactivated. They wanted me to email, over an unsecure line, a pic of my ID, a credit card, and a selfie. They wanted me to use my fingers to cover any sensitive info and the first digits of the credit card. I told them I use PAYPAL so there is no credit card, they told me to just deal with it and use any credit card I have!! So they wanted me to give them access to one of my cards, yeah nah.

They are running a scam operation. No concern for anything but money. No Concern for their customers and no concern for the safety of their Shoppers. I've had several very scary scenerios during the last 5 months; 1 time my car was almost stolen while I was on a porch making a delivery. I almost knocked myself unconcious when I fell on an ice patch on a walkway delivering to a customer who didn't have the decency to clear a path during a snowstorm. The lists of perils goes on, and the "Trust and Safety" department at Instacart pays 0 attention to the situations, and instead, deactivates my account because of "too many cancellations".