Instacart
Reviews and Complaints

Good Morning

I hope all is well.

I ordered my groceries on 04/26/2023 @ 12:30. The estimated delivery time was 1:00-1:15. Instacart immediately charged my card for the groceries.

I called at approximately 2:20 and was told there was no driver to delivery my groceries. I was told that I had to wait and was given a $5.00 credit. I called again approximately 3:10 and again I was told the drivers car broke down and I will have to wait for him to get another car. I called again at 3:45 and asked to be compensated for my inconvenience and was told by your on-call supervisor “I’m not allowed”. What the supervisor did do is give me an email!

At approximately 4:15 my groceries arrived. The driver and I had a few choice words and he threw the groceries down, refused to bring the groceries to the correct destination and called me a few choice names and drove off.

I called the Instacart # and expressed my disappointment of the driver, the service and the management. I was told it will be taken care of. Will it? I had missed groceries and a very disorganized & unprofessional experience!

I discovered today I have been paying for two Plus memberships from Instacart. two different email address's. One I've been using and the other I have not. The autorenewal kept charging my account even though I no longer used that account when I called to complain and receive a refund for the 5 months its been charging without my approval they said they would not refund me the money. When i asked to speak to a supervisor they refused to transfer me. This has got to be the worse customer service I have ever received. I will no long be shopping with instacart.

We have had 2 orders from instacart recently (4/22/2023 and 04/17/2023. Both of these orders have items there were incorrect and when we reported these issues we were rejected for a refund. We called multiple times and were not giving a refund. We have take photos of the items. We were told our feedback is appreciated pretty much and that's it. We have went through the appeals process and rejected. The screenshots show's the items we ordered and the items we actually received. We want to have a refund for the items were incorrect.

As an Instacart shopper, I was instructed to use my own form of payment for an order at a wholesale club and that I would be reimbursed afterward. This was April 1st.

I have tried to reach out on all social media I could think of, I reported them to the FTC, the BBB, CA Attorney General, scam report, And I plan on going till I am made whole. $151.23 lost.

Customer support keeps giving me canned responses and I get zero resolve. Worst company EVER.

Hello and I hope my email finds everyone at Instacart reading my email doing well. I am writing to you to have my voice heard, I am hopeful that someone will stop and listen and investigate my concern.

I have been a shopper with Instacart for 16 months, today, April 18th at 1:50 pm Pacific time, I accepted a $20 order with 33 items. Ok, looks good, mileage is less than 4 miles, I accept it.

Yes, I should have looked at the items, but I like to persevere and what I start, I like to finish, so I went in and started shopping. This order had several very heavy items, including a case of eggs, a case of heavy french fries, and a case of frozen hamburger patties, 135 items actually shopped for, many of them heavy...total of two grocery shopping carts full. I knew this order was not flagged with heavy items so planned on calling instacart after the delivery to be compensated.

I was wrong. Two agents both said my order did not qualify for heavy pay. This order ended up having 24 bags and several items were over 20 pounds each. This had over 150 pounds if not more in total.

I think there is something in the app that is wrong and I feel like no one will help me. Again this order had several heavy items, they said in the system this order was not totalling over 50 pounds, I assure you it was well over 150 pounds.

How does something like this affect Instacart? Well, maybe not at all, but my enthusiasm and pride in being an instacart shopper is gone.

Thank you for listening.

my order was cancelled due to not finding my home (account for years) and when I called to find out problem, they said their system was having trouble because she had trouble processing my order, well an hour later, she said she got it through and I noticed several emails and was charged over and over until my card ran out of funds.

fake free delivery - tons of junk fees

run from this company!

I need to at least place a telephone order but they will not help me. Can someone please help me

Mitchell elfont

[protected]

I’ve been shopping for 3 years for my mother on instacart. My account was recently locked and no one will help me or tell me why this has happened. I had placed the order for my 90 year old mother on Sunday April second and a few hours later received an email stating that my order was cancelled.

Address where the groceries are delivered

Phyllis elfont

315 Van Buren at

Apt 105

Hollywood Fl 33020

I work in a retail store in Cranberry, Pennsylvania. I service Instacart drivers all the time, and all are friendly except for the driver with the bushy black beard and mustache. He was the rudest, loudest, screaming, angry man I have ever encountered! I felt threatened by him. He verbally attacked me, then asked for my supervisor while I checked him out. I asked him, "would you like me to check you out or call my supervisor? Which shall it be?" He wanted to be checked out. As I was servicing him, he babbled a long litany of his life's problems: His roof caved in, his kids this and that, and he's trying to make a living. He then went on to brag about what a good Instacart driver he was and how much money he makes and that he's "been doing this a long time." Maybe he should get a "real" nine-to-five job. He acter superior and condescending. I felt insulted, and verbally attacked, he instilled fear in me, and I had a full-blown panic attack when he left the store. Way to go Instacart! I wish I knew driver's name. He has a BUSHY BLACK BEARD and a BLACK MUSTACHE and wears a ball cap! If I encounter him again I will leave my register and let my company fire me before I will wait on that bully of a driver again! Employees working in Cranberry Pa. in retail, RUN from this abusive Instacart driver!

This story is too long to type. Have an executive person give me a call. I am in Moline, Illinois, and my phone number is: [protected]. I am ready to go the News Stations with my story. I already have my Bank here in Moline, where I have had to file Disputes with these deliveries. Have someone who is in a position to change this call me. The best time to reach me is any day after Noon, Central Time. Thank You. I am tired of dealing with problems with my order online and the delivery.

I have been an INSTACART customer for many years. This morning I placed a food order with FAIRWAY for delivery by INSTACART, as I have done many times before. I was then advised that my account was disabled until I recertified who I was. This cancellation was without prior notice to me. I am a senior citizen, age 80 suffering with covid rebound and the last thing I needed was the stupidity of photocopying my credit card and ID to prove to you who I am. This ill conceived plan was not tested by a person with disabilities.

So, after several text messages and telephone calls the only response I get is that "TRUST & SAFETY needs 24 to 48 hours to review my account!" Sounds like something out of George Orwell novel! I hope I have 24 to 48 hours.

The note I am leaving is that my mal nourishment was caused by instacart and their poor customer relations! When possible, I will use another service.

You guys truly fail! Really poor!

My request: Fix it! NOW!

Very truly pissed off,

Harvey Jacobs

[protected]@gmail.com

917/952-1374

On 2/9/23, I placed an order from Publix and the total was $217.09. I never received the order, but I got the text and email that it was delivered. I immediately contacted Instacart via their chat system to let them know that I did not get my order. I reviewed with that agent that you could tell from the picture that was sent that where the groceries were delivered was not my porch (which they could review from the pictures from all the other previous orders that I placed). I also sent pictures that my house is clearly marked with my address both on the front of the house on the column and on both sides of the mailbox that is located at the end of the driveway. I was told at that time that I would have a credit issued to my account that I paid with in 5-10 business days (I have the screen shots of this entire chat conversation). After the 10 business days had passed, I still had not received my refund, so I again contacted Instacart via chat and was again told that I would be receiving a credit to card. I waited a few days and had still not received the credit, so I called and spoke with someone at the customer service number. I was on the phone with this person for almost 2 hours while she reviewed all the chats. She confirmed that the picture was not that of the other deliveries that I have had and that I should have gotten my refund. She stated that because it had already been submitted for a refund that she would need to have a supervisor call me. I told her that I did not want to disconnect the chat and wait for a call from a supervisor because we had already been on the phone for so long. So, I waited, after being on the call for almost two hours she told me that her supervisor was reviewing all the information and would call me back in 10-15 minutes. I was hesitant to hang up but I did and guess what, I never got a call back from a supervisor. The next morning, I woke up to an email stating that my refund was not approved and that I could send an appeal if I did not agree with the decision. So, I had to type all the information that I had already explained to them several times via the phone call and the chats, and I submitted the appeal. I then got a response from that email asking me for the same exact information on the order that I had already provided to them. So, I responded again with the information. After a few days, I had still not gotten a call from a supervisor and I had not gotten any response from the emails sent. Since then I have contacted them 4 times via chat and chatted with agents anywhere from 30 minutes to over an hour each time and 8 times via email and they are refusing to refund my money or credit my Instacart account. (I do have screenshots of all the chats, I have all of the emails that I have sent, and I have all of the information and times on the times that I have called)

Since this order, I have limited my orders with them because of this issue. I did need to place an order, so I updated the already specific delivery instructions to include that I normally have a holiday flag and holiday decorations out and the type of furniture that I have on my porch as to hopefully prevent this from happening again. I chatted with that shopper and when she got here, we realized that she has delivered to me numerous time and she has never had any issue. Well, a few days later, I needed to place another order and I saw that the shopper for this order was the shopper that had done the order that I never received. So, again, I chatted with him to make sure that he saw the delivery directions to make sure that he did deliver to the correct address. When he arrived, I happened to be walking out to check the mail and he and I chatted regarding the delivery that I never received. He admitted to me that he had delivered the order that I never received to a house down the street because that is where his navigation took him to (I have this conversation on my Ring recordings). I let him know that being a driver means that you need to make sure that you are actually at the correct address before leaving things and that I have been having to jump through hoops to get my money back. He told me that he was going to contact Instacart as soon as he got back in the car to let them know that he did indeed deliver my other order to the wrong address. After this interaction, I sent another email to the appeals email address and gave them the additional information on this driver admitting that he left my order at the incorrect address. I waited a few days and did not hear anything back so again I chatted with an agent for about an hour and minutes, and I sent another email. I also tried to call the customer service number and I am now getting a recording that says "this line is for customer that have recently placed an order (I am not placing any more orders with them because of this issue). So, I have since then chatted with two other agents who have eventually transferred me to a so-called supervisor. These chats have also been at least an hour long. They are now just responding in the chat to me telling me that they will not refund my money because it has been over 7 days ant that I need to call the customer service number. I have let them know that it is over 7 days because they have not done what they were supposed to do and that I cannot get through on the customer service number.

I am at my wits end with this; this is a lot of money that Instacart has of mine for groceries that i never received. I live on a very tight budget and have a family to feed, and Instacart has taken my money yet not provided me with the groceries to feed my family.

I have been an Instacart customer for many years and I have spent a ton of money using this service, I place anywhere from 2-25 deliveries per month with them. This has been ridiculous!

Today, March 20, 2023, and as I have done twice before today, I ordered Instacart delivery from BJ’s Wholesale. My order took me three hours, and it was quite a lot. I paid, and Instacart asked for a tip for the driver. I believe in tipping and so I gave the highest percent offered (it was a large order), and then, they just canceled my order as it was not typical.

I tried their complaint phone number. They just said because my order was not typical, they canceled my order. Because the order was not typical? Instacart does not have the right. I want my time back!

Very disappointed. Oh, and the senior help line just stinks. The people are just rude.

I am so sick of a few instacart drivers who refuse to provide my receipts. Most do it no problem, the few that don't say it's against company policy. I pay for my order, I want my receipt.

Then there's the employee that should have been fired, but wasn't. She delivered my groceries to another home. When she finally shows up, she tells me I'm lucky she brought them back. She called me a [censored] numerous times and told me to [censored] off. Yet this ingrate still has a job? Seriously Instacart do better. Unfortunately I'm disabled and unable to drive, so I don't have other options which sucks.

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 had delivers from instacart I don't think I had the yearly. I don't sign up for yearly subscriptions. I had really poor service so I haven't ordered anything in months they are trying to charge me for a yearly subscription. I saw it charge my account and didn't think I had a subscription with them so i disputed it. I thought that was it until they tried charging my account again. I checked the account and saws there was a subscription their and called to correct. I spent 3 hours on the line hearing every kind of lie and being unhung up on my this company and they refuse to cancel the service even thought I disputed the first day they charged and mad it clear my intentions. I don't want the services. They keep telling my that I will be with them for one year and I don't have to use the service but they will not cancel until Jan 2024. Now they will not respond or answer anymore questions.

I am a senior aged 64 and I have tried several times to get access back so i can shop. I made a small order and it went through no problem. I then placed another order March-2-2023 and when I tried to place the order it was first canceled, not sure why. So I tried again and got the message that my account was locked. So we called and followed the instructions in the e-mail that said it would be fixed in 24 to 48 hours. Nothing came of it after the 48hours, I called again and the same thing is said over and over, That they would escalate the issue and it would be fixed in 24 hours still nothing. I have the case number [protected] but nothing has been done after calling today [protected]. I am getting very concerned about what is happening with my and my husbands copies of our ID's. I want this fixed, because going shopping is beginning to be hard on me, my husband already has great difficulty shopping. Online shopping has helped solve that problem.

I ordered from instacart on 4th march. The shopper shopped for a while and within minutes completed shopping without replacements. I got a message at 4.41 that order delivered. I checekrd everything but no order was delivered. I immediately called customer care complained. Girish the agent told me mh complaint was escalated and i will get my refund. The very next day i had to replace the whole order from walmart directly for which i have a receipt. The order from instacarg and walmart have the same products. After repeated calls for refunds instacart agents maria stepheno girish and don told me yes you will get your money back. Then i receive an email from trust and safety that my accoint is suspended i called customer care again they said fill a form j filled the form gave my passport and debit card and then i get an email that we cannot issue refund. Instacarg is a fraud company. I want to escalate ghis issue i want my refund and want to sue them for

Mentally torturing me.

Customer support is abhorrent. AI generated responses are garbage. Not one email (of many) wa responded to with anything but a canned auto response. They have no one who speak English to speak with in the call center in the middle of Asia and don’t do anything to solve even the most minor of disputes!

My most recent message got mixed up with THREE other angry customers where we are all receiving each other’s responses to the robot auto messages!

What a joke!

Buyer beware! Shopping is hit or miss but corporate is a joke with no sense of obligation to customers.

Horrible, useless, feckless “support.”

Shame on them!

Her name is MistyA.

First the order was moved times 2 times.

2. she canceled the order because she refunded stuff without asking if I wanted a replacement.

3.She knew the size of the order before excepting the job.

4. She has done this before.

5.I am disabled and I do insta-cart alot.

She really needs to not be a shopper if she continues to cancel orders that she thinks are to big. There is people that can't get out to well and seniors that rely on this service.

I normally would sign in to Instacart with Google. For some reason, this was blocked. and I could only log in with a password. It didn't work, so I requested a password reset. They sent one, but when I tried to use it, it repeatedly said there was an error. Plus, they cancelled my ENTIRE ORDER!

I called their customer service 3X, which is in some other country. Seeing my phone number, which I called from, they had my name and account info. THIS IS NOT ENOUGH! They emailed me a link to a "FORM", which was the "ONLY WAY" to access my account. There IS NO "FORM". It is a demand for a picture of your driver's license and credit card. They said this was the only way to identify me! This is ridiculous and unacceptable.p

I said I wanted to cancel my account. They said it was already cancelled (was active a few days ago), and I couldn't get any credits owed to me or a refund for the months left unless I could sign in! I asked who cancelled it and they said only the customer can cancel. I said I'm the customer and I hadn't done so.

They said I could not be connected to anyone in this country.

So I am left with having to send them photos of my driver's license and credit card so I can sign in, get my refund/ credit, and then RE CANCEL.