InstacartReviews 2,492

Worst customer service ever. Always a problem with orders. Threatens and lies to avoid accountability. Customer service employees and discriminatory and only ever recite tone deaf scripts or threat you if you refuse to share personal info they have no right to know.

Ordered a 750ml size product. Received the 375ml size. Instacart would not refund the difference. First and last time I use Instacart. Avoid Instacart if possible.

Notice that 99% of all Reviews of Insta Cart are one Star Reviews.That says it all!
I. C. Has a deliberately designed refund process that is sooo onerous by design that it is not worth the wasted time & grief - terrible offshore call centers, bad English, bad telephone systems, bad attitudes, & worst of al is bad onerous procedures.
It is easier to open a dispute with one's credit/debit card.
Better yet avoid I. C. unless you are a masochist. 😱

I placed an order with a specific Aldi's location to be delivered via Instacart. Either Instacart or their shopper changed the store location to another Aldi's location that charges more for the same items. The result is that Instacart charged me 3x as much for the same items. I complained to customer service and they refused to issued a refund for the overcharge. Their final response disregarded the actual issue and was a form response related to the quality of the items, which was entirely unrelated to my complaint. They directed me to return the items to Aldi's myself, which would result in Instacart receiving a credit on the corporate debit card used by the shopper - not a refund to my card. This is not the first time I have had an issue with Instacart nor is it the first time they have demonstrated that they are thieving con artists with no regard for customer service. I will be filing a chargeback to recoup what I am rightfully owed. Do not shop with Instacart!

We had a couple of bad experiences. Instacart promised us 12 month free membership as compensation. But they reneged when our old membership expired. We were long-term loyal customers, too. Bye bye Instacart, hello Voilá!

From Jaunary 2025 to present April 23,2025. Instart delivered my food order (from Stop and Shop Bayonne, NJ.) to the wrong address a total of 6 times. The last time was the finihsing touch. They delivered it to an abandoned home.
I complained to Stop and shop, who has been more than helpful in trying to fix the problem. Instacart gave them the address and I guess they expected me to go and pick it up after paying a hefty fee fror them to deliver it to the correct address. I cancelled the order and S&S gave me a credit fot the order. I am 85 years old. Today 3 days later. I received a complaint from the mailman that there was a food order obsrtucting my pathway to the house. It was the order, mostly perishables, (milks, refigerated juices, frozen foods, cold cuts, rotisierie chicken, veggies and fruit) which I assume was lying out on that porch in the sun for 3 days. I called S&S for help. They contacted Instacart. Their response was they don't go back and pick things up. I had made contact with them several times on the other orders trying to straghten out the misdeliveries. They were totally useless and arrogant about it. I don't know how they manage to stay in buiness with this kind of service and customer service at a high delivery price. I had problems with them other times from other stores also.

Waited for an hour for our dinner from daves hot chicken in san leandro and 2 min before it was due they canceled the order? Daves claimed it was picked up and Instacart claims they didn't have enough drivers but that doesn't explain why they cant cancel before 2 min till delivery so daves said someone picked up our order and Instacart says Juan picked up our order and it on the way then they cancel and say they didn't have anyone to pick it up so either they lied about Juan picking up our order or they lied about not having a driver and Juan is having daves hot chicken for dinner.
Geraldeen maris was our support person on line at instacart who bassicly said tough $#*! and ended our chat. So we will never use instacart for food delivery again

SHOPPER STOLE MY GROCERIES ORDER SAID
DELIVERED BUT NO ONE EVER ARRIVED TO MY
HOUSE I HAVE CAMERAS AND I WAS SITTING
RIGHT AT THE DOOR INSTACART WILL NOT
REFUND ME EVEN AFTER I SENT IN MY PROOF AND
VIDEO SHOWING NO ONE EVER CAME TO MY

Yesterday, I placed an order, in my order, I had t shirts. I couldn't put my size because the pencil wasn't working on the app. Thinking the shopper would have common sense to ask me what size I need, he just picked up any size and immediately checked out. I messaged him and he never answered.He delivered my items and the size was completely wrong. I couldn't fit this size at all. I contacted instacart and they supposedly gave me a credit. All of a sudden around midnight, they said they couldn't give me a credit and if I want to appeal it I can. Instacart shoppers would either say they got an item on your shopping list then once you receive your order, It's not there, bring you expired, moldy, open or busted, melted, hot or warm and not good to eat and instacart won't give you a refund. Some instacart shoppers are lacking common sense, not keeping items refrigerated as mentioned on the app or website and just being you anything. I had items that smelled like cigarettes, crack and meth. They hire anyone

Never rely on their schedule—I've had terrible experiences with Instacart.
1. You might place an order today, expecting it to arrive on time, only for the schedule to change without any explanation, delaying your delivery until the next day.
2. Sometimes, I've received completely different products than what I ordered, and shoppers insisted it was correct, even when the system showed otherwise.
3. Flyers are not always up to date.
4. Prices are higher than in-store.

Will never order from Instacart again/pure scam
Ordered from Instacart for a Costco order, part of the order was 4 cases of Kirkland 40/16.9 bottles of water, rec'd a notice from the driver(supposed to be Ivis a big burly guy based on his picture) that they are out of water, opted for refund. When the delivery was made 2 woman(mother/daughter) showed up(not Ivis) told me that they had no water,,which i had checked with Costco had hundreds of bottles of water they simply didn't want to carry 4 cases to their car and then from the car to my apt. They repeated that there was none even after i told them Costco confirmed that they had plenty of what I ordered at the Costco they shopped at
Rec'd an email telling me Ivis had delivered my order, i replied the above /not Ivis but 2 women etc. still no response a week later, i only ordered so that i didn't have to carry the water and to save the time, added almost $200 more of product in the order which I use but had only to get the water which never arrived, will never use them again

Learn from my mistakes and use any other means of delivery. The Instacart CEO, Fidji Simo, should be held accountable to all customers who have been swindled

HAVE PLACED HUNDREDS ORDERS. GET BAD FOOD ALMOST EACH TIME. XMAS EVE WAITING 5 HRS AND NOTHING, SAID SHOPPER SHOPPING AND DISAPPEARED. TOTAL FAIL. NO FOOD XMAS EVE

I ordered 3 half-gallon bottles of Kroger's Eggnog from the local Ralph's supermarket. The shopper somehow thought that substituting it with 1.5 quart bottles of eggnog-flavored almond milk was a good idea. I wasn't informed of the substitution until *after* the shopper left the store.

The shopper would not answer the chat request, quietly left my botched order on the doorstep, and quickly bailed.

Oh yeah, he placed the bag against my screen door, making it impossible to get at from the inside without knocking the whole mess over.

It seems that their policy is to apply credit to my next order. There will be no next order. I will nix the whole transaction at the bank, if necessary.

It appears that the individual recounting their experience with a recent food order was met with considerable service mishaps and an unexpected delivery outcome. Initially, they sought a refund for a particular sandwich choice—the Jimmy Dean Sausage Egg and Cheese on Croissant. This preference later proved significant, as the order fulfilled was of a different variety altogether, arriving not with a croissant but instead with biscuits, a product that the person clearly stated they did not enjoy. As a consequence, they are now stuck with an entire box of sandwiches they dislike, which encapsulates the potential disconnect that can occur between customer requests and service fulfillment.

The situation is further aggravating due to a miscommunication regarding the delivery process. The individual specifically requested that the delivery driver send a text when they arrived, likely to ensure they would be prepared for the food's arrival. However, rather than following this request, the driver opted to take a picture of the delivered food placed on the ground outside the building. Such an action raises several concerns, including hygiene and safety. Items left on the ground not only run the risk of exposure to environmental factors but also to potential pests, an anxiety especially pertinent given the mention of particular bugs prevalent in New Jersey.

In sum, this narrative captures a frustrating consumer experience marked by a lack of attention to detail and communication breakdowns between the customer and service provider. The resultant situation—receiving an undesired product in a manner that invites contamination—reflects broader issues within customer service domains, particularly in the food delivery industry, where accountability and responsiveness are paramount for consumer satisfaction.

I am writing to express my deep disappointment regarding my recent experience with Instacart, which left me feeling both upset and embarrassed due to the mishandling of my order intended as a donation for a homeless shelter.

On Saturday, November 2, I placed an order for essential items to be delivered directly to a local homeless shelter. I ensured the address was accurate, provided my contact information, and even selected substitutes for items in case any were unavailable. The shelter coordinator and I coordinated the delivery time so they could receive the donation, which was needed urgently.

To my shock, I later discovered—by chance through an email—that my order had been canceled without my knowledge or consent. At no point did the shopper contact me to discuss any issues or changes with the order. Adding to my frustration, I was then charged a cancellation fee despite having no role in the cancellation. This is not only poor customer service but also an unfair charge for something I didn't authorize.

This entire experience was deeply embarrassing. The shelter coordinator had been waiting for these critical items, only to be left without them due to this cancellation. I felt responsible and humiliated, given that they were expecting much-needed support that ultimately did not arrive.

I have since had to contact my bank to dispute the cancellation fee and secure a refund. This situation was entirely avoidable, and I am disappointed that Instacart did not reach out to resolve the issue before canceling the order and imposing a fee.

Due to this experience, I will no longer be using Instacart and wanted to caution other customers. Be vigilant with your orders, regularly check your email, and monitor your bank statements closely for unauthorized fees.

On 10/22 | placed an order on Instacart for a few items at Star Market which came to a total of $50.89. At the completion of the shopping trip I noticed that my total had jumped from $50.89 to $225.15. I messaged the shopper Noel and he said "the system is glitching". I reviewed the order and it showed the quantities of broccoli changed from 2 bags to 15 bags, mashed potatoes from 1 container to 10 containers, Pillsbury cookies from 1 roll to 10 rolls, Milano cookies from 1 bag to 3 bags. I received a notification that my order was delivered with an extremely blurry picture that I couldn't make out but no one came to my house and no groceries were delivered to me, I have a camera. I messaged the shopper that he went to the wrong address but I got no response. I contacted Instacart immediately. They said they tried to contact the driver but were unsuccessful. I told them what happened and that I wanted my money back and they said a refund would take 5-10 business days and an Instacart credit would take up to 24 hours so l agreed to take the Instacart credit. After days of waiting for the credit I reached out via chat and I was told the incident was escalated because it was over $100 but someone would be contacting me by email very soon. It's now been 2 weeks. L've done 5 chats, sent an email, spoke with an associate on the phone and they all say the same thing, that they can't do anything because it's been escalated. I was told that usually it takes no longer than 48 hours for the escalation team to review the case and get back to the customer so l don't understand why I've been waiting two weeks. I was robbed of $225.14 and Instacart will not help me at all. I was a loyal customer of Instacart, I ordered from them every week. I no longer trust them now that I know they allow shoppers to steal their customer's money and they look the other way.