InstacartReviews 2,490

I decided to try the service today hoping it would save me time from having to go to the grocery store and pick all the items needed for a week or two of cooking. While at work I received notifications that several items were out of stock and would be refunded. I logged on and was able to select similar items rather than be reimbursed. The person doing my shopping was very polite and informed me that they would go to a second store in search of my items, however upon checking out at that second store I was contacted that their payment method wouldn't work. This was my first time using this service and had already paid online for my items so I told my shopper that I wasn't sure what I could do. He decided to pay out of pocket and hope to be reimbursed later. Despite all that frustration of constantly having to check on items, I was feeling pretty good. I was still at work, and my delivery was scheduled between 5 and 6 p.m. My fiance was at home when the order arrived, and called me shortly after. It was then that we learned that both the salmon and chicken on my list were missing. This seems strange because the chicken was one of the items that had no problems and was added to the section on the website of found items. The salmon had been placed under the section of replaced items, and my shopper had assured me that he had found a similar item. So I'm not sure if those two items were left at the grocery store or in the delivery van but I have canceled my 14 day free membership and will never use this service again. Horrible experience. Saved me no time and actually increased the trouble and stress than if I had just gone myself. Also horrible business model to have a tipping service just for the delivery person, since if an order was messed up by the shopper person and the client is pissed, I doubt they'll leave a tip (even if all errors made had nothing to do with delivery person).

Lovely idea until I got texted to death with constant updates. I kinda wanted to let someone else do the shopping and take a nap. Nope should have paid attention. My written instructions were not followed. I got over ripe avocados, small eggs, potatoes that were not looked at for cuts and junk. Just junk shopping. I took all the stuff back and luckily the driver was new and didn't know to keep the receipt. So the real tacky thing done was all the substitutes were for cheaper stuff. They did not intend to refund me until I stomped around a bit. And that free 1st delivery... Doesn't happen. And I find out these drivers are paid very little. They expect big tips to make it. So I'll just keep doing my own shopping. And all the substitutes for cheaper not refunded products where there at Whole Foods when I went back.

I love Instacart; most of my personal shoppers have been great, and the ability to give instructions about replacements when items are unavailable gives me optionS I don't have with Fresh Direct or Amazon Fresh. And they are fast! Two minutes after I place the order, I get a text that the shopper has begun. My food usually arrives within the hour. My only complaint is the MARKUP, which is incredible. So far, I have used Instacart only when I am ill and unable to shop myself. An example: a $65.00 grocery bill will result in a $95.00 charge on my credit card. If Instacart prices were more reasonable, I would use it routinely; in fact, I think better affordability would result in Instacart revolutionizing grocery shopping. The future is online purchasing, and it can't come soon enough for me. Going to stores is a waste of time.

On May 26,2018 I ordered groceries from Kroger using INSTACART delivery services.

On May 26,2018, I was billed $225.00, twice for my order of groceries.

INSTACART informed me through their website email that my bill would be $171.91.

When my groceries were delivered the receipt from Kroger indicated the bill was $124.85.

INSTACART paid $124.85 for these groceries while charging me $171.91 (according to their email. Information of my PFCU credit card account reflects that I was billed $225.00 twice.

$171.91 is the full price for all items I ordered. However I am a Kroger Plus Customer and many of the items were purchased at a savings. This savings amounted to $36.33.

INSTACART employee Morgan used a INSTACART master card to pay for my groceries. The bill for these groceries was $124.85.

INSTACARTs email informed me that I would be charged $171.91, meaning that they would keep the Kroger savings of $36.33. Savings based upon me being a Kroger Plus customer.

A check of my PFCU Visa account shows I am being billed $225.00 twice.

I am due the Kroger Plus Customer savings of $36.33 and yet INSTACART is keeping this savings AND billing me $225.00 twice.

Finally, the $36.33 savings should be deducted from the bill for $171.91 leaving me to pay approximately $135.58.

I should be billed $135.58, not $171.91, and certainly not $225.00 twice.

Thank you,

Douglas Carey

I've given Instacart several opportunities and I've been disappointed almost every time. The shoppers can't seem to pick out fresh vegetables and fruits. I actually received rotted grapes once.

I really hate that you can't add 2 varieties of a BOGO item and you are forced to pick 2 of the same in order to qualify. I tried to add notes requesting 2 varieties, but only end up getting charged twice and having to fight for my money back. It would be huge if you could add 2 BOGO varieties.

We also have received someone's entire order and not ours. We were told to keep it, then not to keep it. It was a mess.

I also am a little frustrated that the prices are higher online than in the store. Since we pay for shipping and tips, shouldn't we get the same pricing?

This last order was truly exhausting and I think I'm done. I want to love it, but it causes me more of a headache in the end. I work full-time and thought this would be a nice break every once in awhile, but it didn't work out for me. I may give Walmart a try.

Customer service does try and help and I've gotten credits, etc. but going back and forth with them on every order is tiring.

Hope other people have a better experience!

They got my address wrong. (I double checked it in the system -- it was right.) Said they rang my door bell. (I was home -- this didn't happen.) And then didn't call me to tell me my order had been canceled. (They had my number.)

I can deal with messy situations. But their customer support center was absolutely terrible. How is this even part of Publix? They said the problem was on my end.

Use this at your own risk! And certainly don't plan dinner around it.

NEVER USE INSTACART, THEY TOOK OUT MORE OUT OF MY ACCOUNT, MY ORDER WAS FOR 137 AND THEY PULLED 160. NO WHERE DID THEY SAY THIS UNTIL MY ACCOUNT WAS CHARGED. WHEN I CALLED THEY CANCELED MY ORDER AND SAID IT WILL TAKE 3 BUSSINESS DAYS FOR THE MONEY TO GO BACK, NOW I HAVE NO MONEY TO GET FOOD. I AM PISSED OFF! NEVER NEVER NEVER USE THIS SERVICE. STICK WITH WALMART THEY HAVE THERE STUFF FIGURED OUT INSTACART SUCKS AND NEEDS TO SHUT DOWN FOR GOOD. NO ONE COULD DO ANYTHING NOT EVEN THE MANAGER... SO NOW MY FAMILY CANT EAT... I WISH I COULD SEE THESE PEOPLE FACE TO FACE. SPREAD THE WORD TO NEVER USE THIS SERVICE...

As a new member, I was not able to enjoy the new member benefits. I signed up today through my boyfriend's referral code. When the referral promo did not go through, I had to speak to 3 different customer service representatives just to figure out why my promo was not saved. 2 of the representatives were not knowledgable of this referral bonus and was not able to help me. After placing my Instacart order, I used my boyfriend's card to pay for my order (he had owed me money so this was his way of paying back). When I did this, I realized the $10 promo was denied. I called customer service and was notified that our accounts have been "linked" due to the same card being used on another account. I was given a "one time curtesy" exception and the $10 was applied to my order. However, when I checked out, I was notified that I am not qualified to the new member express trial due to the "linked account" and had to pay for shipping. I still paid for the order and was expecting my order to be delivered. As a new member, I should be able to redeem the $10 referral, my boyfriend should receive the $10 referral bonus, and I should be entitled to the 14 day express trial but received none of that! I wasted half my day adding items into my cart and fighting for the new member benefits just to have my order cancelled. I sent an email expressing my frustration and asking my account to be deleted if there is nothing they can do for me. My account was deleted with NO notification or response whatsoever. TERRIBLE customer service

I was excited to find other options for home delivery other than Amazon, for the items they do not offer. I used Instacart twice during the free 14 day Trial and was satisfied with the Service. HOWEVER, I received a call from my Bank this morning to verify 2 purchases, one was for Instacart in the amount $250.00 and the second was $300.00 to another Web Site I had never heard of... NEITHER were my purchases!
Plus a $149.00 charge for signing up for the Instacart Membership which I never authorized! So, not only was I not asked if I wanted to continue using there Service my Cedit Card number was stolen! Cancelled my Credit Card and am now waiting for the $149.00 Refund! BEWARE!

When you place an order you get an estimate of what your groceries will be, including the service fee. I looked at the bill in the bag and the total was over $20 less than the estimate so I asked what my final bill would be with service fee. They told me it would be the total in the estimate because of unknown factors like the store mark up afterwards, tip, delivery fee etc.
Store markup? Sounds fishy.
I explained that I left no tip because the delivery was a disaster, also was in the 14 day day free delivery trial window and when taking in to account the grocery bill plus estimated service fee there is still $20 odd dollars unexplained.
I have emailed five times now in 4 days and nobody could help me and now are just not responding.
If you want your money stolen with no explanation and want to experience awful or non existent customer service then instacart is for you.
Not to mention in my previous emails at one point I had to mention that when you are going to repeatedly copy and paste canned responses to my emails you should at least consider matching the font styles, sizes and colors.

Several items missing from my order One the Driver did not report. Its Not Worth it to use them when you have to go to the store and get the items. Beware before committing to them. There are MANY stores who will give you FREE DELIVERY if accept Delivery during their economy hours or if you order a minimum amount. ALSO if you order directly via Instacart app their prices are Nearly double! POOR Customer Service. Operator disconnected my call when I asked for a Supervisor. Horrible Experience.

I have been using Instacart for a while now due to illness limiting my mobility. I had never really paid attention to charges. However, recently two things happened that caused me concern. 1st, I did not receive an item I was charged $6.99 for. I contacted their help line and got an email stating that the $6.99 would be refunded the next time I ordered from them and a reminder that the order would need to be at least $39. So I had to spend more money to get money back for an item not received. Then today the shopper left the receipt in the bag. When I looked at the receipt from Instacart there was a $23 difference. When I contacted the help desk, they told me I get charged the price on line no matter what the store charged. This is not true as if an item is more expensive in the store you get charged the higher price, however, if the price is lower than what is posted on line, Instacart pockets the difference. The difference between what is posted on line and the store is substantial. One item had a $5 difference. I was told the shopper should not have given me the paper receipt and that " I knew what the price was when I placed the order". Then there was a tip applied that I had not authorized. I was told there was a pop up that advised that a 5% tip would be applied and the amount adjusted as I shopped. No pop up. I always tip the shoppers because they have all been very good and very accommodating but apparently I was tipping a lot more than I knew. I will not use this service ever again.

I like the idea of having someone shop for you especially if you don't have a car and can't easily get to the store. The problem I have is that Instacart charges more than what the store charges (almost 50c more for a gallon of milk for example) AND they charge a service fee on top of that. I get it they need to make money but to me that is essentially double billing since you can't waive the service fee anymore. I've also had issues with the shopper replacing something and then I never had a chance to say I approved it as it was the last item they shopped. On top of that, I live 1/2 a mile away from the store and they don't always shop my groceries there - one of my previous orders was shopped at a store 6 mi away and by the time I got my order my ice creme was already 1/2 melted (yeah the freezer fixes that but its the principle) and when I complained, they said there is no guarantee where the order is shopped, which makes absolutely NO SENSE. It would be appropriate to shop it near where it will be delivered, not practically across town. I can walk up to the store no problem, but if I need more than what I can carry, I'm kinda stuck with needing it delivered. I made the mistake of doing an order for $10-15 worth of items and then when service fee tip and delivery were added, it was $30! Not to mention the horror stories I've heard of how they pay and treat their shoppers and delivery folks.

I have ALWAYS loved Loblaws. Now i despise them. My first experience i ordered alot of things and when it arrived. (it was prompt that was a plus) they substituted non organic for organic which is not a substitiute. Also chicken expiring the next day as well as 1 lemon for a bag of lemons.

They also have an AUTOMATIC SERVICE CHARGE ON TOP OF THE DELIVERY FEE. I called in and found out that i can remove the mysterious service charge. But most people would not notice OR not know it is removeable.

Then I was forced to sign up for the app and in doing so I suddenly received a membership bill for over $100 in my email. Again alot of people would not notice this. They are scammers and I will never use this again.

Grocery Gateway is way better and the prices are better too.