Instacart Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

To my surprise instacart restored my ratings.

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

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

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

Last year Dec/21st/2021 I apparently set up an account with them. I think but am not sure used a free trial, I did use them twice, once, they forgot my bread, I went on a rant site via Facebook to find it had been delivered to another person who didn't order any bread from them, the second time I ordered eggs along with other items, they put the egg carton to the bottom of the bag and placed the bag on my cement porch, needless to say I had broken eggs. They did refund me the money for each item lost to me, but then I stopped using them due to my orders either being messed up or poor packaging. The other night I found they took over 100 dollars out of my checking account, I asked to be removed from their services and my money refunded to me, they of course had to try to pressure me into staying with all their promo's and perks to the business, I stood firm in what I wanted, they eventually relented and said they would.

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.