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Instacart Complaints 457

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P
4:17 pm EDT

Instacart Kroger shopper

The person who did my Instacart kept my grocerys and only delivered me a few on my list Rachael Medina 3736hipp Dearborn mi I also paid with my card Information on file. She also did not provide reciept

Desired outcome: Refunded

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L
4:23 pm EDT

Instacart Never been paid

I have driven for Instacart grocery delivery over 15 times and have never been paid.

The portal when I had access would not accept my bank routing #s after multiple attempts and then locked me out of the portal completely.

I can not get access to the portal/app because it says my username, email address and password are invalid. I submit a request to reset the password and I never get the email to complete the process (I have checked all spam folders).

Furthermore, I have tried calling whatever customer support # I can, and they direct me back to the application which I cannot access.

If I ever do get anyone to live (1 in a million) they hang up on me or tell me they cannot help me.

I don't want to go to the better business bureau, but that is the next step.

Lorna Brown
[protected]

Desired outcome: i want to be paid for services rendered

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S
1:08 am EDT

Instacart Pearl C

image.png Delivered Mar 15, 2021, 6:34 PM - Smith's

This young lady, named Pearl rang my doorbell very rapidly three times or more. It was very annoying. I want all delivery people to ring my doorbell one time. That's what all the other delivery people do. I typed it right there in the description box when I make my order.

In addition, when I came out to get my groceries my bread had fallen out of the bag, and other groceries were about to fall out as well. Also, she put my power-aid in single bags instead of doubling up the bags, so when I picked the bag up some fell out and rolled on the porch.

I am a senior citizen. Pearl has to do a much better job, take her time, focus, and don't try to damage my doorbell, please.

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10:53 pm EDT

Instacart Instacart

I have been trying to increase my batches since the start of the lockdown and i could not get instacart to do it for me until i came across the email .Try [protected]@gmail.com for increased batches .

Desired outcome: Increased Batches

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L
8:07 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Instacart Delivery, refund, termination of Landon B.

I place a two-hour order with Krogers at 4:50 pm on 3/14/21 and Instacart was to filled the order. At 4:58 after placing an order I get a text confirmation of the order. 8:30 pm my order was to be delivered. I never received a $207.16 order, Landon B. used $50.00 for HIS OWN PERSONAL USE! Landon will be reprimanded and allowed to repeat THEFT!

Desired outcome: Rerund

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C
1:40 pm EDT

Instacart Instacart

the company says I did not pay my membership monthly.my bank statement says I paid it on march3rd, 2021

Desired outcome: monthly membership reinstated

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5:13 am EST

Instacart Customer service / fraude

I received an email from Instacart that I changed my email address. I did not.
I could not reach them through my shoppers app, because my old phone broke and I am using another (older model) iphone which does not support the app.
I have called 5 times [protected]). They said they can't help me and I need to email them. They have given me 4 different email addresses (one was not valid). Some said they would contact me in 24 hrs, which never happened.
I am beyond frustrated. They had not problem running a background check, getting my checking account info, etc. But, I cannot get someone to help me cancel my account and personal info (even if it concerns fraud).
I no longer deliver groceries and have a full time job. All I want is my information deleted.

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K
10:12 pm EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Today, I ordered a large order of groceries from Food For Less to be delivered to my home, because I have a disability and am unable physically to do the shopping myself. The subtotal amount of the groceries alone per online Instacart receipt was $440.84. Once the tip, delivery, tax and service fees were added, that total jumped to $492.79. Upon reviewing...

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D
9:27 pm EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Instacart Strange things happen today of my order from instacart to shop for my grocery in safeway

First of all, I am an instacart shopper too. I aware of a lot of under level shopper and some has very special character but today it is un ding able.

I have order pineapple soda, 3 bags of chicken is not charged on the safeway receipt. And the one charges on my receipt that I have to or had already paid is missing. [7 up soda, sweet and low sweetener, bag of crashed ice, and sliced boneless chicken]

I have called customer service, and they are very delicious, they asked me to sent a email or saying an email will send to me to follow up on my grocery purchase today. Woooh... To spend several hours to do that. I don't think so. I simply asked them why not you add up and credit me back the money and add up how much is not on the receipt, than it settles. And she do not understand. Is it instacart customer service just sit there and issue credit every time people call? I think a loyal customer like me should deserve a better customer service. Now I do not know what to do. Cause I still own instacart around $8. But they said the computer system or there is no manager here to help them to do that?
You know I do not like people put thing in my place and with a store receipt, and also I do not like people credit me to my bank or account without thoroughly calculate what is missing and what is credit too much. — I simply a customer, use instacart for having a peace of mind — and today incident is so funny and scary. I do not like it. Just do not like to be disturb by someone who did not do good it his or her job and causing trouble to customer or client like me.

Desired outcome: Can the customer service people get a certificate in customer servicing and accounting?

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Update by dabywong
Dec 05, 2021 6:29 pm EST

Today is 2021, Dec 5.

I wrote this is because, I currently choose to use Instacart again. And yes, I used my method to make an order in order to have my grocery easier to receive. I spitted it into to small orders instruction. So, every time the instacart delivery people make more sense and more follow up on the customer direction. I love it. Yes, I needed to pay more a little bit. But if see people smiling face and happier and I did not have to do much. I will choose it. So, if you have the problem, stepped back and choose something easily for both the parties.

Resolved

First of all, Safeway is not so friendly again. But last time complaint is on delivery. I found a solution, please read my comments and I have just posted. It works beautifully. And about Safeway, it is just not as good as the staff in California. I often can not find the food that I like and wanted at the store, like chicken wings, ground pork, chicken leg quarter, I meant this the the XXXXXXXXXXXXXXXXXXXXXXXXX MUST in a party. They are not nice. And I am be honest quiet scare of what is going on in ARIZONA, particular in Phoenix, USA. All the news told me Phoenix, AZ is out of sight by the Government due to the inefficient work effort and ineffective of selecting an excellent mental health president. Here, yes Phoenix, AZ is like ONLY BLACK AND ASIAN lives here, and I do not know but yes I felt like illegal immigrant or betray the country act has shown up very often in here. I search for moving out but robbery as attach to your house roof. I am a legal resident from Hong Kong looking for asylum, but the Phoenix, AZ lawyer said he do not understand my question. And I tried to reach out the address on internet of the British embassy, but when I called and checked, they said there is no such embassy in USA [ I call internationally to Britain Consult for information.] Okay now what?????????????????????????????????? And I see the President is only gossip whole day and date night and day and every second. Is he supposed to be a public servant also????????????????? There is a bunch of sex offended above people address roof, and I found one is a man that has sex offended me when I was aged 30 in Hong Kong. I am 54. Only I can found out is some country trash leaking and has involvement with USA and the responsible people trashed it on USA land to citizen and new immigrant. Are you with me? What is going on? I worked like a second maid here but it seems like things has to be done probably as soon as you already heal in the crisis.

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Pamela Walton
Hemet, US
May 05, 2021 3:23 pm EDT

I ordered from two different stores received my items in two trips, thing is I did not receive my full refund I still have 15.00 something that she said would be back on my card I only received 16.00 I have to wait a day or more to get the rest of my money, I keep calling about my balance but it's still the same, when do I get my money back?

Author of the review
dabywong
dabywong
Atwater, US
May 15, 2021 1:39 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Don't use instacart, use Doordash. They replied by online computer system, no human dialogue, no drama, no strange answer back and most of all you won't get involve felt like a mental illness doctor to them. But DOORDASH is like a little better thats all.

Author of the review
dabywong
dabywong
Atwater, US
May 15, 2021 1:41 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Replying to comment of dabywong

oh, yes hope this will help, do more curb side pick up. Order prior and pay in advance, then wait for the time and go back up with your car and have a waterproof container for the freeze item. Clean and quick. But you have to travel and choose different store from time to time. I do not know why but that seems like people are more cheerful.

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B
6:22 pm EST

Instacart Food delivery and refunds

Today I tried instacart for the first time. The date is 2/17/2021. First at bj's. I made the order on the 16th and it was scheduled to be delivered today the 17th. First the shopper wanted to make replacements on my order because she could not scan a product that was more ounces or pounds that was ordered. She could not substitute items for other items for the same reason... It would not scan. I got so frustrated that I just cancelled the order now I have to wait 5-10 business days for my full refund.
I then decided to try it with a store that was closer to my home, food bazaar. The shopper made the order with a few replacements that were reasonable and finished the order. It was supposed to be delivered at 3:45. No delivery at 3:45. Csr called and scheduled the delivery for 4:15.. Still no delivery at 4:15. Then rescheduled for 6 pm. This time it was out for delivery and stated that the driver delivered my items at my door at 5:43. No, I repeat.. No items were delivered at my door at all. Csr said I would receive a full refund within 5-10 days again. So now I am out more than $200 for groceries that I never received. Please investigate this instacart crap and shut them down!. People.. Do your own shopping!

Desired outcome: Investigation !!

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Y
3:51 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

On Monday February 15 2020, I shopped for four individual people, plus three batches which were worth$30.00 plus at sprouts farmers market. When I got to the store, after getting stuck in snow for a while from my two previous deliveries after a snow storm, when I got to the store, and tried getting in, I was told that they were closed, so I notified the...

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K
10:50 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Order number: [protected] Order date: 2/10/2021 I placed an order on 2/10 at Kroger. The shopper's name was Richard S. He did the the shopping, checked out and never showed up to deliver food. We had said no substitutions, he substituted. We have used this company for the last couple of months and had no trouble. I called insta cart and they could...

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M
1:44 am EDT
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Instacart You take my $ and tell me

YOU take my $ and then DONT' REFUND IT! You say its my bank that has to refund it but where is it?!

Bad Bad bad service and then the customer service people are not even nice!

this is my 3rd time ordering from instacart but I will NOT do it again!

NO ONE CARES!

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L
9:57 am EST

Instacart Chicken wings from Wegmans

The chicken wings in my order were a substitute for the ones I had. They are in a 1.6 lb. package with a price of $7.69 on the package. I was charged over $36 for this package. The shopper had asked me if the substitute was alright. It was listed as $26 and I questioned that. He assured me that I was $7.69 and sent a picture of the package. I have used the "report an issue" feature already but received a boiler plate response. I would like this rectified please.

Desired outcome: I would like a $19 credit to my account

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8:14 pm EST
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Instacart Tip exceed what I confirmed was okay

Hello Instacart,

The tip I was charged exceeded what I said to tip, its not material enough to worry about but the princiapl is that errors with my money isn't appreciated and I will be forgoing shopping with Instacart in the future. There are many other delivery services who I will give a chance to.

Thanks,

Samantha

Desired outcome: Charge the amount the client selects as a tip

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10:16 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Instacart Deactivated my account

My account was deactivated in error on 1/13/21. I've reached out to the company multiple times explaining what happened. I had an issue with the app days prior where it kept asking me to take a picture to identify myself which I did numerous times and even updated my profile picture. The error even pooped up while I was shopping customer's orders forcing me to log out and back in. After talking to an agent, I was told to uninstall the app and reinstall the app. That seemed to have fixed the problem. That next morning the app kept freezing and I just kept tapping the screen until it unfroze but flashed a pic. I clicked on every button trying to get the app to unfreeze and the screen eventually disappeared. 20 minutes later, the app said it wasn't able to verify my identity and I was deactivated. I called customer service who said to reply to the email you were sent, which I did. I sent every piece of identification I had from ID, birth certificates, and live photos. Minutes later my appeal was denied as if no one looked at any of the info I sent. Weeks later and I'm still reaching out to Instacart through every social media platform, and i'm being ignored by trust and safety and told the same thing by customer service... Respond to the letter in your email. Someone will eventually get back to you. No one from Instacart has yet to say anything to me about my account. I'm sitting here jobless, struggling after I spent my last to buy insulated bags which are required for some locations to shop for customers.

Desired outcome: Instacart

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Joseph Henson
US
Oct 13, 2022 4:49 pm EDT

i agree 100 per cent

C
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Col-lin
Chicago, US
Aug 04, 2022 7:07 am EDT

Instacart prey on people by luring them in promising the shoppers $33 hourly wage plus freedom to choose your own schedule and batches but shortly after the shopper starts working the company become totally controlling and abusive , limiting their access to batches as well their earning , showing only low pay batches that requires long distance drive which leave shoppers earn way less than minimum wage . If the shoppers complain or demand explanation he or she will end up being punished by having their shoppingdevt card deactivated requiring the shoppers to lose on work for a week till he or she receives the new card as well instacart may permanently deactivate their account giving them no fair appeal . Instacart is controlling , greedy , abusive and deceptive company and it should be held responsible for taking advantage of its shoppers making billions while most of its full time shoppers can’t make enough to pay their rent . While everyone works at instacart working full time job making good income , instacart shoppers support claim that shoppers are meant to work part time . Which is totally rediculous . As we the ones who bring the money can’t earn the minimum wage whike everyone else sitting in his or her office getting paid full salary for doing nothing but lie and mistreat the shoppers

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Col-lin
Chicago, US
Aug 04, 2022 7:24 am EDT
Replying to comment of Col-lin

They never do any support to shoppers . Working 60 hours a week and you are under the mercy of shoppers support whom only respond with automated copy/ paste message and if you request any explanation or show them that what they are telling you isn’t true . They retaliate and end the chat , deactivate the cars or deactivate the account accusing you for being rude or mean . While in reality they are the one who keep on abusing the shoppers by threatening them to deactivate their account if they are not happy with the batches they receive . Also while assuring you that you are not going to get penalized for things outside your control. They literally post it on your account and count it against you then use it as an excuse to justify why you are not receiving batches . Shopper support retaliate all the time and trust an safety team invest no time in finding out the truth rather they always decide against the shoppers and deactivate their account then asking them to appeal with evidence but they never respond back leaving shoppers hanging for months without a single respond from instacart . Honestly it is without doubt the worst model of running a business taking advantage of people and put them through hell to profit off their hard work them trash them out to bring more people to prey on them again . The company is making billions but they want their shoppers to work for less than $7 an hour . How awful is that . The epitome of exploitation and greed .

ComplaintsBoard
J
11:42 am EST

Instacart Customer service / they dont refund money

Hi,
This is the message I sent to Instacart 9 times. They always denied it but they don't even say why.

Claim:
I placed the same claim to get pay for a transaction I did with my credit card in order to help an Instacart customer, since the last transaction of that batch was denied.

My kind intention to help an Instacart customer is leaving on me a sour taste.

I will explain one more time:
It was a batch of 3 customers at Costco.

I am sending 4 pictures:
1. All receipts together including both card used in the transactions.
2. The record in my personal bank card.
3 and 4. The last receipt divided in two pictures to make a close up.

Customer "A": Everything good, look at receipt "A" in the picture.

Customer "B": Two transactions, two receipts "B1" and "B2"
Why two receipts for customer "B"?
The cashier started scanning the items and without asking me, closed the transaction with only half of the items; so the rest of the items that belong to customer "B" are in the receipt "B".

You can see the time sequence that follows on each receipt in the pictures.

At this point (with a batch of 3 customers), only two customers went through.
Customer "A" with Receipt "A"
Customer "B" with Receipt "B1" and "B2"

Then, what I believe happened is that Instacart was expecting to have only 3 transactions and when I was trying to pay the items of customer "C", Instacart denied as you can see in the first part (top part of receipt "C".

At that point I had two options :
Either to leave behind at Costco store the items of Customer "C" OR pay with my own card to complete the service without any issues for customer "C"

You can see on the receipt "C" two transactions : the first part that was the Instacard transaction denied and the second part at the bottom, the same transaction accepted but with my own card.

Also to make it easy for you I included in the same picture both cards : Instacart card and my personal one.

I am adding 3 more pictures this time.

The record in my personal card and the receipt C in another two pictures to make a close up.

If you have an specific question, please let me know exactly what it is because your answer is really vague, so we can't make any progress.

Hope everything is OK.

I appreciate if you call me in case you have any question.

Desired outcome: Money back

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6:38 pm EST

Instacart Sign in

Every time I try to sign in for delivery, Instacart does not recognize my password! However, they are able to say that the password has been used before
I can't even begin to tell you how annoying this is.
When I reset my password, it still does not sign me in!
I have used Instacart before for orders from Safeway and Costco, and every time I have problems!

Desired outcome: when I put in my email and password, it lets me SIGN IN!!!!

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L
5:38 pm EST

Instacart Terrible service even from supervisor over charged

This is the 3rd time this has happened to me. I have been a customer with I Stalwart since Dec 20th and put my order through. I was double charged. Took over 11 days to get my mo ey back. Took my money over 600 dollars and ruined Christmas, and new years.
Now AGAIN it has happened. I spent 239.12 dollars. They took 31.98 (which they said would be refunded but actually I got charged for that too) for the extra money. Then they double charged by card 270 and 50 dollars! So I had 500 dollars prior to shopping g and after it showed I still had 180 in my account. Then later at night about 3 am I signed on to check my bank and then realized I am 91 dollars in the hole.
I reached out to chat support. They did not help me. They proceeded to tell me I was not charged any more than 239.12 which is a lie. I asked for a supervisor. The guy said 34 to 40 min wait. He said he could schedule a call for 8 am. I said i'll wait, please transfer me. He ended chat. I received no call 8 am. I went on to chat again. The guy told me the same story even after I said supervisor please. He scheduled a call for in an hour. My anxiety is through the roof, because my husband needs his medication tomorrow. I have 7 kids. And now they're saying 5 to 10 business days for my money to be released. I am not able to wait for withdrawals and suppose to work while my husband is having painful withdrawals. I told the supervisor off because he told me the same thing the other guys told me. I was not overcharged I have to wait 5 to 10 business days and too bad for my family stress anxiety attack and inconvenience to say the least. His solution was to chastise me for "yelling" at him. I interrupted him because he is lying. I have the bank statement reflecting 91 in the hole. I had 500 before my shopping and now i'm 91 in the hole and my purchase was 239! I said so that is how you fix the problem? He hung up on me like the first chat service agent ended my chat and none of them helped me even though this is now a medical emergency for me and my husband. This is not right. I have made 5 purchases through instacart and most of them have resulted in over charging double charging and stress on my end. I asked how to complain to the office of the president. The supervisor has a thick accent and all I could hear was visa... And he hung up on me. So what am I supposed to do? Who deals with my husband's painful withdrawals because you stole his medication money. This is the worst business I have ever had to deal with. During a time of pandemic when people can't just go to hospitals and I am raising kids you guys really screwed me over. I received no comfort no help and was left with a panic attack. I will be looking in the lawsuit.

Desired outcome: I need my money returned asap. I can not wait 5 to 10 days. I need real help

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12:40 am EST

Instacart Became deactivated by instacart

Someone reported food as missing because they wanted free delivery and they happily got it whereas I was left jobless. Instacart knew that I did drop off the order yet they deemed me as unfit to work. After this they gave me wrong address And I drop food off and two days later I go to get the groceries and bring it to the right house. They said they'll reactivate my account and they never did it.

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About Instacart

Screenshot Instacart
Instacart is a popular online grocery delivery service that has revolutionized the way people shop for groceries. Founded in 2012, Instacart has quickly become a household name, providing customers with a convenient and efficient way to shop for groceries from the comfort of their own homes.

The platform allows customers to browse and purchase groceries from their favorite local stores, including popular retailers like Whole Foods, Costco, and Safeway. Customers can select their items and schedule a delivery time that works best for them, with same-day delivery available in many areas.

Instacart has become a go-to service for busy individuals and families who don't have the time or desire to go to the grocery store. With the ability to shop from multiple stores at once, customers can easily compare prices and find the best deals on their favorite products.

In addition to its convenience, Instacart has also become known for its exceptional customer service. The platform offers a 24/7 customer support team that is available to assist with any questions or issues that may arise during the shopping and delivery process.

Overall, Instacart has become a game-changer in the grocery industry, providing customers with a seamless and stress-free shopping experience. With its growing popularity and expanding service areas, it's clear that Instacart is here to stay.
How to file a complaint about Instacart?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register to create a new one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Instacart. Make it specific and clear, such as "Incorrect Instacart Order Charges" or "Delayed Delivery by Instacart."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Instacart. Include key areas such as:

  • The nature of the service or issue, like a missing item, late delivery, or billing problem.
  • Specific details about any transactions, including order numbers, dates, and items involved.
  • Describe the steps you have taken to resolve the issue, such as contacting Instacart customer service, and include their response or lack thereof.
  • Explain how this issue has personally affected you, whether it's a financial loss, inconvenience, or any other impact.

5. Attaching supporting documents: Attach any relevant documents or evidence to support your complaint. This could include screenshots, receipts, or correspondence. Do not attach files containing sensitive personal information.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, clearly state what resolution you are seeking from Instacart, such as a refund, credit, or apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint. Ensure that you have filled in all the necessary fields and attached any supporting documents.

9. Post-Submission Actions: After submitting your complaint, regularly check back on ComplaintsBoard.com for any updates, responses, or further instructions related to your complaint. Be prepared to engage in dialogue if Instacart or other users respond to your complaint.

Overview of Instacart complaint handling

Instacart reviews first appeared on Complaints Board on Nov 17, 2013. The latest review Customer service credit was offered, and I was not honored or find my account was posted on Jul 30, 2024. The latest complaint Complaint as a shopper was resolved on Sep 07, 2021. Instacart has an average consumer rating of 1 stars from 470 reviews. Instacart has resolved 2 complaints.
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  1. Instacart Contacts

  2. Instacart phone numbers
    +1 (888) 246-7822
    +1 (888) 246-7822
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    +1 (415) 689-5799
    +1 (415) 689-5799
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  3. Instacart emails
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    Blue Shield of California Building, 50 Beale St. Suite 600, San Francisco, California, 94105, United States
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  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Aug 01, 2024
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