Instacart Reviews

Good evening, Up until today, I have used Instacart for grocery delivery on occasion. I have had an account with them for over a year now and have never had a problem. Tonight, I placed an order for Sprouts delivery. When I clicked purchase, my order was cancelled and my card charged a fee of more than what the order was for. The total purchase was for a little over $25.00 including the tip and service charge because I only ordered 3 things but the charge on my card was for $31.00. When I called the customer service they informed me that they felt that this order was suspicious activity.

Instacart have no proof of me a subscription from me!!! They have been charging my account $99.00 annually. I have only shopped there 2 times this year!! Based off a deal that I can shop $50.00 and get $30.00 off. I see that this company have trapped a lot of consumers on reviews. I am unemployed and they are advantageous of consumers. I am asking for a full refund of $198.00. **

I canceled my account over a year ago after a recurring charge came through for a year membership. Despite this, I was charged again a year later and Instacart refuses to refund my money saying it’s outside of their 15 day dispute window. I never got the reminder email saying my card was going to be charged. They don’t follow their own policies and now got over $100 for nothing because I don’t even use Instacart. I’m disputing the charge with my credit card. I’ll never use this company again.

A friend generously gave us an Instacart credit of $100 to help after my son's surgery that prohibits his driving. After tedious hours spent adding things to the online cart and entering the delivery info and credit amount, it inexplicably cancelled my order and consumed the $100 credit. I spent hours on Instacart's senior citizen phone line trying to get this unraveled and was told to submit my driver's license and credit card on line to their security team. I should hear back within 2 days. This is a total pain in the **. What was meant as a kindness has turned into a protracted issues on top of the medical concerns we are already dealing with. It was bad enough that the $100 credit was diluted by the service fees and obvious product mark-ups plus with the tip. The total goods were valued at less than $75 and I still had to add a credit card to pay for the balance beyond the original $100 gift credit. I would NEVER curse a friend with a gift like this.

80% of the time, unless hamburger meat, something will be off on meats. Last time I got a thirty dollar roast that looks like a ten dollar piece of crap. Thin cut, grizzle extreme and pricey too. This goes for Fred Meyer, Safeway and Albertsons. Here's my theory. The shoppers buy two pieces of meat, one quality one you're NOT going to get and one ** one you'll get.. They return the one, no receipt in the bag thing.

After spending some time adding groceries my account was locked for possible fraud. Customer service from this point forward was a challenge. I lead a busy life and they had several onerous steps to unlock my account. I'd save more time shopping in store. I cancelled the service but they never did reverse the + membership so I may need to request a chargeback in a month.

Instacart locked my account because of possible fraud. I was appreciative however I've been trying to get information, and unlock my account for over 10 days. Everytime I call I get a different story, you can not talk to the fraud department, I've received zero communication. Everyday I'm told that in 24-48 hours someone will get in touch with me. Again Zero communication. I've asked for my case to be elevated, I've asked to talk to a manager, I've asked to speak with the fraud department. NOTHING. Horribly run organization.

Every single time I order Instacart they bring me missing items, the wrong thing like cilantro instead of parsley. I've gotten opened rotten food too. Today they forgot toilet paper and paper towels from Costco. It must be sooo hard to shop for 11 items and get it wrong. The concept is good but the shoppers are very ignorant. I won't be using them anymore, not worth it.

Ordered groceries ($400) through Instacart. My groceries never arrived. When I called, I was told my order canceled because the store didnt have most of my items. This is not true. There was one item not found. They have my money but offered a $5 for my trouble.

I was desperate and needed groceries. Due to some health issues I was unable to leave the house. The 12 items I purchased cost over half more than if I would have just limped around at the store. The fees are ridiculous. Plus she broke my eggs. If you have money to throw away then this is the site for you.

Orders incur inflated prices, a service fee, a delivery fee and a request to tip in addition to taxation - all of which help to erode any discounts or promotions. My order was also placed on hold while my identity was verified by requiring me to take time in my day to redact and submit info on my driver's license and credit card. I complied reluctantly but still it was insufficient. I was expecting my order the same day but 48 hours later it was still not resolved so I cancelled the service altogether.

I ordered Costco items through Instacart. I made the order around 10am. Nobody picked up my shopping until later in the day. I had 11 items and I was watching the shopper’s progress while he was shopping because I was anxious to get my items. When he had 8 out of the 11 items shopped, he cancelled my order! I received a message that my order is waiting to be assigned to a shopper. It’s a Sunday at 5:30 and Costco closes at 6pm. I knew I would not get the items that day. I was also so irritated that the original shopper would cancel 8 out of 11 items in (I imagine him just leaving the cart in the middle of the store somewhere). This is really a circus.

I rely on this service as a working mom of four. I pay a premium for my groceries so that I can hold down my job. On many occasions have been disappointed. Today I placed my 400$ order with a shopper who shopped the order and never showed up. Most disappointing was dealing with instcart customer service representatives for 3 hours (I spoke with 3) who were unable to help offer any resolution. For the thousands of dollars per month business I do with the company, I realize it is not worth the convenience. They will rip you off again and again, with no apologies.

My account was hacked and someone tried to use my account. I tried to delete my account and information by deleting the app and all of the contents. It happened again. I called and they deleted my account and all of the information. Today I tried to set up a new account or access my old one since the information is still live and they acknowledged that by calling me by name on the phone call. I was told, "Too bad you deleted the account and should have worked with our fraud department to fix it instead of deleting your account and now too bad".... I have never heard of a company that did not want business but....

I've really tried with the service. I joined their Instacart+ program. I use their three hour delivery window ($2 credit), I check the website of the supermarket before I make a purchase and try to buy items which are marked up $.50 or less and are on sale. But the service is terrible. They charge a service fee and they charge at least $1 more than the supermarket charges for EVERY item you buy (just another service fee) and they charge a bag fee and they charge a tip fee, they just charge. I buy yogurt from Shoprite. Shoprite charges $1.25 in the store and on their website, Instacart charges me $1.65 for the same yogurt...

Don’t sign up to Instacart. Instacart charged my account with an annual fee of $111 without my consent. They auto renewed me into a membership that I did not sign up for. If I didn’t check my bank statement I wouldn’t have noticed this. I contacted their customer service and was assigned to an agent named, Susmita. She was not helpful and wanted to end the chat without resolving the issue. I asked to get this resolved and the agent told me that they can’t issue a refund since it’s past 15 days when again, I did not opt in to this.

Employee well-being at this company was neglected, and it impacted the overall work experience. Prospective employees should be diligent in their company research to make an informed decision. You can never get in contact with someone from America and no issue is solved quickly and promptly.

Due to back surgery, I had my grocery delivered. Each time Instacart delivered my grocery, the meat was past freshness date, ice cream melted into a liquid and items paid for was missing. I try hard not order grocery when Instacart is the only one. However, I needed items today and Instacart was the only service listed. The driver delivered grocery but items weren’t in the grocery. I tried stop him from driving away but he ignored me. So I need to order again or wait for a family member to back to the store.

Everything I ordered from Kroger was delivered. I even had a 30.00 dollar off my order that lowered my paper receipt to $23. My digital receipt however said I was being charged $107. On the digital receipt everything I was delivered stated it was out of stock and there were items on that digital receipt I did not order which came up to $107. How? And why does it take 7 to 10 days for a refund? I need to pick up medicine! I will never use Instacart ever again.

I planned a party in another state, knowing that I could rely on Instantcart to get my Costco order there in time. I decided to do a test order one week ahead of time and found out that my account was disabled. I filled out the required form and sent in the required information and was told that I would be contacted in 24 hours. That was FIVE days ago. I've called four times now. The last time I called I was promised a manager would return my call in 10-15 minutes. That was THREE hours ago. Horrible experience. I will be looking for other options and telling everyone I know to stay away from Instacart.

I ordered twice Instacart this week. Twice a mess - the first delivery was left at the lobby at my building not at the door of my apt - with no label or no name. I was also not even notified my delivery had arrived. Today - I ordered again and the delivery person put cold raw sausages on the top of hot rotisserie chicken by the time package got here and I noticed it at my door (I again wasn’t notified that it had been delivered) the sausages which should be cold were warm because of the hot chicken and sitting at my door for who knows how long.

If I could give them less than one star, I definitely would. Not only do they NOT deliver when you need your groceries, but they will set up delivery at their convenience. Uber does a much better job.

Today I made an order an Instacart. Paid for the priority delivery which was 1:15 p.m. today. The app showed that the shopper was still shopping and had 10 items to go. At 1:45 I called customer service. They said the driver was 5 minutes away. When they delivered my order 75% of it was missing yet none of the money was refunded. I reached out to customer service again. They said they'd redeliver the missing items.

I recently had spine surgery & can't do my own shopping so I started using Instacart. I was getting charged for items not received or much higher priced items than I wanted. Also my ice cream & water ice was melted & because I added that I'd pay tip upon receipt of my order I have shoppers dropping me as a customer like I'm supposed to tip well for them buying whatever the hell they want.

I had an unfortunate experience with this service today. As someone who is not feeling well, I decided to give it a try for the first time. However, there was a glitch in their system during the application process, and instead of signing up for the 14-day free trial, I was mistakenly subscribed to their yearly plan. When I reached out to them about this issue and explained that it was a glitch on their end, they informed me that since I had already placed an order, they could not provide a refund. To make matters worse, after expressing my frustration and mentioning that I am on a fixed income and cannot afford to keep a subscription I won't use, the customer service representative abruptly ended our conversation. It's disappointing when companies do not prioritize customer satisfaction and resort to questionable practices.

Horrible, disrespectful, entitled guy from customer service!!!! Long history short, how come I can't pick up my order tomorrow between 1-2, since I've done before. Excuse me, if my DAY OFF is today!!!! You guys had confirmed the order, took the money from my account and almost 2 hours late, text me a message that I shouldn't come to pick up my order, and if I canceled will be up to a WEEK to get my money back. YOU GUYS ARE THE WORST!!!! I will NEVER SHOP INSTACART AGAIN!!!!

I recently tested positive for Covid and was forced to do grocery shopping online and gave this trash company a try. I ordered groceries from an Indian store. The woman doing the shopping had no idea what she was buying and seemed she didn't care. I ordered 'pepper papad' and she got a bag of pepper corns. I ordered frozen 'patra' and she got paratha. The pictures of the 2 items are so different I could not believe someone could mistake that. One is a vegetable and the other is a flat bread. The okra she picked out were the largest most mature tough okra that was fibrous and not edible. She has clearly never eaten or bought okra before. She got dry dal and not oil dal that I requested in my cart. She left out my essential milk. Could she not have told me so I could have chosen a replacement? This was my most essential purchase.

Placed an order tonight at 7:30 pm from the local grocery store. Was told delivery would be at 8:30pm, then the site updated to 9:30pm, then site updated to 10:30 pm. When I called to ask why, since their site Said Kroger deliver local would be at 9:30 pm and that is false advertising, I was told they didn't have any shoppers available. I told them that their site should not be telling people then that they could get delivery by 9:30pm.. Their customer service was not helpful. In the future I will order direct from the local grocery store. More reliable and less confrontational.

I ordered $345 in groceries on October 7th. The shopper must have been mentally handicapped. When he arrived, he did not know or chose not to push the doorbell to grab our attention. Instead, he canceled the order and returned the groceries. Is this good financial sense for ANYBODY? I was still charged a cancellation fee for no fault of my own. My apologies to truly mentally handicapped people, but the STUPID people employed by at Instacart need to go away.

I've been using Instacart since 2015 and they have seriously gone down in quality, service & professionalism. After getting a notice that Igor was done shopping and my order was "complete and out for delivery". A few moments later, I get another notice that "Sarah" is now starting my order. ?? I told her that I was told shopping was done and out for delivery. She was clueless; understandable, so she agreed to complete the order and deliver it. I got another notice that the shopper was out for delivery and had "arrived and was waiting for me." This was quite odd. In the 8 yrs I've used Instacart, I just ring them in the building and they leave the groceries. I immediately went to meet the shopper and no one was there.

I have used Instacart for almost 3 years now. Lately my orders have consistently been messed up. I got an itemized receipt and confirmed I am being charged for items that I didn’t order or receive. This was so much help when I had a newborn during Covid but I’m tired of spending money and not knowing where it’s going. Go shopping yourself y’all

I have used Instacart before, but I got the Flu & it was a necessity to get the items I could eat while sick...I stayed within 1 store to make it easier for the shopper & after picking everything out, it was at my door within 90 minutes....I gave a decent tip & the fee (Both Online) was well worth it (Cheap Enough)...What a Lifesaver & the shopper left it right inside my porch at my door....Thank You...I WILL be back (Hopefully, not on a Sick Event next time)...

I started using Instacart even before the pandemic. They had been convenient and had a variety of options and came in handy when on vacation. Lately their service has gone downhill and their policies are not user-friendly. The one that was the last straw for me was mandating customers sing for their groceries or they have to leave with your order. That defeats the purpose of having grocery delivery especially if you live in an exceptionally large building.

Most of my Instacart experiences have been fairly decent. The two most outstanding happened at Kroger. 1) The shoppers had figured out how to manipulate the order so that items I would never buy, were on my order. It took over an hour on the phone to clear that mess up. 2) The latest, the shopper shows up with the entire order in a paper bag. Reeses Halloween candy on the bottom, with heavy stuff on top. I screamed at her. She said they bagged it. I told her she should have been watching.

The Shoppers are nice and friendly. Meanwhile the Customer Service is slow, and spends too much time apologizing when I would prefer they fix my Order, instead of constantly saying Sorry. Please stop putting me on hold 4-6 times in a given phone call. Thank you.

My experience shopping for Instacart has been absolutely terrible. The first incident was concerning the referral bonus- my mom used my referral code to sign up to be a shopper, and completed all of the qualifications on time. She was supposed to receive $400, and I was supposed to receive $450. When it did not happen, we contacted Instacart customer service. They informed us that she did not type the code in correctly, but this was clearly an assumption as they were not able to tell us what code she did use. They also said there is no way to fix this after the fact, which is completely absurd seeing as all they have to do is verify that she completed the qualifications and then pay us both accordingly. She did put in the right code, she's extremely detail oriented- this was a glitch on their end and they were completely unwilling to help.

I have been using Instacart for several years. Last few months have been ridiculous. Wrong orders. Lack of communication. Website constantly changing. Not sure if they are getting too big or what but it’s going downhill. Surprised a competitor has not joined the field. Might have to start one. Ugh! I appreciate someone shopping for me but sometimes the lack of training (if they even get training) is ridiculous. Communication is key! Keeping a website that is working alone. This isn’t Apple that we need constant ridiculous updates that just create more problems. The shopping idea is great but do a better job vetting and hiring your shoppers and leave the app alone.

I had used Instacart for years with great results often ordering 2-3 times a week. Until one day in the Spring of 2023, the app stopped working. None of my many forms of payment were going through. I must have called customer service 10 times with the promise that the issue would be resolved. It was never resolved and after no-one being able to assist, I requested in writing to be reimbursed for the remaining amount of my membership fee as I was unable to use the service. NOW, I receive an alert on my card with the annual renewal fee charge? EVERYTHING is documented in your system and I strongly advise someone not only remove this latest charge, but take the time to read the correspondence that went on for weeks. I no longer want this service and order directly through the store.

I've been a customer for 5 years. I use the service every week. Recently I have had a number of orders with problems, some small, some huge. Examples include a whole bag of groceries (about $30) missing from an order and getting a small bag of coffee when paying for a large bag (about a $5 difference). For a bit, this was happening very frequently and they flagged my account, insinuating I was lying about order issues (their integrity clause in the TOS). I tried to address it at the time, but couldn't get in touch with anyone. I heard nothing for a month or so, so I thought all was well.

First, the 1.2 star rating seems rather high. I found myself in a pinch and wanted to order groceries from my local Aldis. Not being familiar with Instacart, I played along to purchase groceries to be picked up. After picking them and taking them home, I realized I did not have everything I ordered. I took it up with instacart in an email. They replied saying they were going to credit my account for the items I did not get. (Over $115 worth). The next day I went back to Aldis and they had all of my other items that had been forgotten from the day before.

I placed an order and it took longer than usual to assign a shopper. I then spoke with customer service and asked them to cancel my order. I looked on the app and then I got a shopper. I asked to disregard my request to cancel. Everything was fine and my shopper got 2/3 items and then my order was cancelled. I then went back to customer service and NOBODY was assisting me. They ended chats on me and nobody would answer the phone. I'm very disappointed in Instacart and will not be shopping with them AGAIN.

I ordered for Minster card every now and then if I don't feel like getting out or if I forgot to get something. Today I ordered about eight things and ended up with about 12 to 15 items. I called Instacart to tell them this and that lady told me to throw the stuff away that I didn't want. I don't know where the hell she lives but where I live is a good very expensive area and we have so many people in line at food banks because they don't have the money to go to the store and this chick is telling me to throw away groceries so I will donate this food because it's nothing I eat.

Will never order from Instacart again. My receipt said my bill was $57. When I checked my checking account they took out $65. No reason given for the extra charge. This is not the only time they ripped me off. Paid for items I did not receive, never gave me credit or a reason why I did not get them or why I had to pay for them. One time they left my order outside of my apt. building in the sun, had to toss some things out. Did not get a reason or refund. Big ripoff

The bad experience starts with bad packing. Essentially No packing. Frozen items not packed separately. No insulation. Rest of the items junked in no order. Twice my order was delivered to the wrong address. Drivers are not deliberate in identifying the correct apartment.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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