Instacart
Reviews and Complaints

I paid for Express however I am being charged for delivery and service fees. I have been on hold for over 100 minutes and told I have another 60 minute wait time. I send a message through Facebook 4 days ago, no one has replied. I tried to call again today only to be told no one is available at this time.
I am very frustrated with the lack of communication.

Still waiting for an order for april 4th... Or 72 hours later: (they won't answer on "chat"... Or messaging in facebook... Or email. If you call their 800 number, they say they are no longer taking calls. Beyond frustrating to not be able to talk with a real person and/or seek some sort of resolution. I did file a complaint with the attorney general of ca (their headquarters) as well as their local bbb.

Our first order with Instacart was today, 4/6/2020. The person filling the order kept us advised of certain products the store was out of, any substitution he made, etc. The person left the order on the covered porch as we directed. When he rang the doorbell, I immediately went to get the order. It seemed smaller than what we ordered but I took it to the kitchen. When I started to put the products away, we noticed it was not what we ordered. I ran out front to notify the driver of this error but he was already gone. My wife and I have tried numerous ways to notify Instacart of this error with no response. I called their number and received a recorded message that phone service was not available. This may have been a simple mistake but customer service is nonexistent at Instacart. At this point in time, it appears that Instacart is nothing more than a scam against senior citizens.

On 04/04/2020, Instacart, made a withdrawal from account at Community Service Credit Union, for the amount of $85.09. I assume it was for a Kroger, Order Number:[protected] Delivery Info: Friday - Apr 3, 2020 between 11:49AM and 4:49PM. I never received this order and went on online later that afternoon and found out that the order was canceled. I sent Instacart, an email on 04/04/2020, informing them of this matter and received a answer saying it could take up to twenty-four hours to get a reply, well that time has come and past. I have tried to go back on Instacart, to email them again today but it will not let me access their email. I called their customer service number and have been on hold one hour and fifty three minutes so far. Per Instacart, I only have seven days to file for a refund. I started this process on 04/04/2020 my time is running out.

Thanks

I have contacted instacart over and over about being reimbursed for paying for a customer's groceries. I gave filed several reimbursement request, however, I can't get anyone to be transparent with me. This has been going on for about 2 weeks. I paid over $200 for this order and have provided instacart with all of the proper documentation and still have not been approved as of yet. I can't get anyone on the phone and no one is responding to my chat on the app. I do not know what else to do. It seems like no one is trying to help.

The total charge on the store receipt was $109.66 including $2.99 for tax. The total charge to my credit card was $133.98 including $3.67 for tax.
I called the customer service # [protected]) several times and received a recorded message "we are not providing telephone service at this time".
I tried to use the chat service and got a reply "there is a 5 hour wait time".
At this rate I don't expect to ever get my $ back.

On 3/23/20 I ordered groceries from heinens. The total was $115. The instacart app said the groceries were delivered but I never received them. I've tried everything to get in touch with someone to get my money back, with no luck. I too am at home with conditions that won't allow me to go out to shop. This is truly so wrong in many levels. People are losing jobs and when you spend your money and don't get what you paid for it's bad enough. But when the company blatantly ignores its customers, they should be held responsible.

Hi, my Instacart account has been blocked now for about two months. Sometime in February my credit card was compromised by an unknown which prompted me to get a new card. Unfortunately, an open payment to Instacart fell directly into the transition period between the old and the new credit card account. Instacard blocked my account which would have allowed me to make the correction and so I called the Instacart help number several times to clear this up. The friendly voices told me that my account was "Under Review" or "the person handling such cases was presently absent" or "you will hear shortly by E-mail from us..." I want to pay my bill to them but don't seem to be met with any concrete interest from this company. Oh yes, I was told to present documents from my bank that they will honor my debt and cover it. This is an unacceptable effort for paying my outstanding grocery bill of approximately $ 82.42. I am perfectly willing to pay this with my new credit card. All the promises by Instacart that someone would contact me or e-mails from them have not happened. I can survive without them but I don't want any unpaid bills to haunt me.
My Internet and Instacart address is : [protected]@yahoocom and my phone is [protected]
The purchase was made at Publix store 831 in Lutz, FL

I would very much appreciate any help with clearing this up.

Alex Cantacuzene in Lutz, FL

I ordered groceries online Sunday. My order was confirmed that my grocery delivery would be available the following Sunday evening. Fast forward, I checked my emails daily, and Instacart to see if there were notifications regarding my order. Today is 4/3/2020. According to Instacart my delivery was made at 3:27 pm. I didnt get a call to come downstairs to retrieve them. My Instacart driver delivered my groceries to a stranger in my apartment building I am assuming. Since when do you not call the contact as stated on my Instacart account? I spent 565.00! Someone in my apartment building is now sitting pretty for awhile eating my groceries without a care in the world! I called Instacart and was on hold for 2 solid hours! I thought I was making leeway when the recording prompted me that my wait would be 15 minutes, then after the 15 minute wait it jumped to 55 minutes longer! Instacart is a scam, and I will NEVER use this company again!

4/3/2020 my delivery was delivered to someone elses home, found it almost 5 hours later after it had sat out in the sun and my frozen items where now hot! Tried the entire day to contact instacart and waited on hold for hours on phone and chat and no response to my email. I want my products replaced. We are in a time of crisis and this is unacceptable especially when groceries are hard to come by!

Instacart moved my delivery time up so late and the store was closing and the shopper could not complete my order and they charged me $28 for this. The shopper kept telling me there were numerous items she could not get. And then told me she didn't have enough time to finish. I told her to cancel the order. Now I have a $265 charge on my charge card and I can't contact Instacart. I set up a phone call to call me back with them last evening for 730 this morning on April 3 and they're telling me it failed and they couldn't do it. I've re-set up another call and it won't be until 530 this evening. This company is an absolute nightmare. You can't get them on the phone and there's no way to communicate with him what's going on. And the employee/shopper told me she could not get them on the phone last evening so the employees have no way of contacting the company when there's a problem. This was going to be for a $3.99 delivery charge $11.70 tip and 1170 service fee. And I can't contact them to get this off my charge card. They are an absolute nightmare more than a nightmare. I believe this company should be under investigation because they added the service fees that doubled the tip and they just recently did that. If I would've known how undependable This service is I would've arranged another way to get my groceries here because I am partially disabled.

I'm an 65+ year old customer. I've used this service before and i've been very happy. I put in my groceries order from ralphs like i've done before. The person who was doing my ordered contacted me like they usually do. Though out her getting my order she would tell me she wasn't able to get an item or she had to replace something. She even called me telling me she was having phone issues and told me she was getting ready to check out... So I told her i'll see her in about 30 mins. 30 mins went by then 1 hr... I try calling her, texting and calling ralphs... She never showed up...
I had a very large order... True there were several items she wasn't able to get. Was very upset that I ended up having to go out and get my groceries... Not happy with my service I received...
My order number... [protected]

Ordered 25 subs to be delivered to our local hospital to feed the er nurses, so instacart told me to call publix ahead of the scheduled delivery time to insure that the subs would be made on time. So, publix got the 25 subs done by the scheduled delivery time. Then instacart sends me an email that the delivery is delayed and may not even be delivered on that day, to reschedule. Publix had already made the 25 sandwiches. Decided to go pick these up myself and cancel the order, but the instacart app would not let me. Called instacart to cancel the order, was told the wait time to speak to a representative was 101 minutes... Three (3) hours and 30 minutes later I finally spoke to someone to have the order canceled.

I ordered from Fresh Thyme using Instacart service and based on initial shopping list of items, the charge was $65, so Instacart temporarily charged my credit card for that amount. When the shopping was done on Apr 1st, many items were not available which is fine.
But one item - Califa farms Cold coffee with almond milk - was not delivered but I was still charged $6.99 for it. There seems to be no helpline or customer services with whom I can make enquiries.
Another Item - organic chicken ($3.99/lb) was not available, so the replacement 'natural' item which is not organic was cheaper at $ 2.49/lb. The weight of the replacement chicken was 4.55 lb and the store receipt shows it cost $11.33, but Instacart charged me $17.96. The driver provided the store receipt along with the groceries, so why can't Instacart use the store receipt to charge my credit card?
This seems to be a deliberate attempt by Instacart to cheat people of small amounts.

I ordered my groceries from Publix supermarket. When I checked out with my credit card there was absolutely no service charge. I checked the invoice completely. When I received the bill not only was it from" Instacart "but they charged me a service fee charge of $3.03. How did they sneak into my order and charge me a service charge? I complained and received a generic excuse and no resolve. Buyer beware of this sneaky sale tactic!

So I placed my delivery order from Shop Rite in Franklin NJ last Tuesday for delivery today Sunday.
I get a text at 3 to say my 4pm delivery will be delayed till 5.
Get another text at 4 to say my 5pm delivery will be delayed till 6.
Get another text at 5 to say my 6pm delivery will be delayed till 7.
Get another text at 6 to say my 7pm delivery will be delayed till 8.
Get another text at 7 to say my delivery may not be ready till tomorrow and I should pick a new delivery time.
Go to their web site to pick a new time and get a "Sorry, no times available" message

Yesterday (3/28/2020) I went to pick up groceries and was told Instacart was down. Today I am told my order was cancelled. I understand all of this but I was charged MORE than my actual order and I have no groceries. I went to the Instacart site. I dialed their posted telephone number and was told it would be 92 minutes. I tried to e-mail with details and it wouldn't go through?