InstacartReviews 2,490

InstaCart stole my $150 initial membership fee for unlimited deliveries by canceling my membership without my authorization that I still had 11 months left on. And are now requiring I sign up for a new 1 year $150 membership since their system can't allow them to reinstate my membership even though I never canceled it in the first place. See details below.

Signed up for a 1 year InstaCart membership so I could get unlimited deliveries from Target & Whole Foods. Had been ordering from both stores for over 1 month and as of yesterday find out Target is no longer available.

Contacted Instacart & asked for a credit if Target is no longer available since I paid $150 for a membership based on getting orders from this store and still have 11 months left on my membership.

Instead of a credit, Instacart cancels my $150 membership without my authorization. When I call and ask for membership to be reinstated, Im told its not possible and Ill need to sign up for an entirely new 12 month membership for $150 and this is all for a mistake that wasnt my doing and for complaining about less stores being offered! Be very careful when signing up for a membership with this company...

I tried the site once with my roommate and had a good experience, so decided to try again. I ordered over $100 of food for delivery within 5 hours. After the latest estimated delivery time had passed, we called the company. We were on hold for 40 minutes, after which we learned that the driver had left earlier and there was no one else to drive the order until tomorrow. This was especially frustrating because we were waiting for dinner groceries. The representative I spoke with was very nice, but it is unacceptable for the company not to inform me of this whatsoever, especially since the problem on their end occurred hours ago. If I had not called (and spent 40 min on hold), I am not sure how I would have ever gotten my food, or at least refund. Our order was rescheduled and hopefully it will actually show up this time... would not recommend using this service, especially not in a time crunch.

I've used Instacart for 2 grocery orders through Wegmans. The first time, the delivery guy clued us into a "service fee" that Instacart adds to orders that is optional, and made sure we new it was NOT a tip for him. I thought that was odd, an optional fee? I should have know there was something fishy going on. The second time I ordered, I made sure to deselect the fee and give the delivery guy a tip instead. Then, about 2 weeks later, I get a $150 charge to my card for a "membership fee"! I am assuming that by deselecting the fee, somehow I agreed to a yearly membership? There was no notice of this, and I am typically a fine print reader. I will say, that when I called Instacart Customer Service, the rep apologized and immediately refunded the charge. He was friendly and and it only took a few minutes.

WOULD GIVE ZERO STARS IF I COULD!

I had placed an order about a month ago and wanted to return an item, a concealer that didn't match my skin tone. I spoke with a customer service representative and was told that if I had called within 14 days of my order, I could receive a refund or return the item without an issue. Fast forward to today. I had placed an Instacart order from CVS and had a strong negative reaction to several items. When I called, I was told that I would only be eligible for a refund if the items were delivered in poor condition. I spoke with a supervisor (Tyler) who was very unprofessional and kept interrupting me while I was trying to explain my issue. He then proceeded to tell me that it was basically my fault for not knowing the negative side effects and that I should have Googled the items and potential side effects before purchasing. EVERY ITEM HAS POTENTIAL SIDE EFFECTS! You can't ever predict how your own body will react to it. Tyler stated that in that case, I should not have ordered the items through Instacart and should only order from them if I'm sure the item works for me personally. This is so stupid! So I'm confined to items that I know for a fact work? If I want to order something different, then I should go to the store and buy it there? What's the point of Instacart then? Oh and several of the items in question were chosen by the Instacart shopper because the ones I had selected were out of stock. Instacart's return policy is ridiculous! WILL NOT BE BUYING THROUGH THEM AGAIN! DON'T WASTE YOUR MONEY.

I used Instacart a total of 3 times. The first time was absolutely great. My shopper asked about replacements of products they did not have. My second experience the shopper just substituted. Stuff without any notifications and all my items smelled like cigarette smoke. My 3rd experience my shopper substituted a $9 item for a $3 item which she didn't even give me 30 secs to disapprove or chat about and suddenly she is at checkout. Customer Service won't give u a refund just a credit so you shop with them again.
Hands down awful!
I sincerely prefer Amazon Prime service as I have never had any troubles with them and any issues are immediately resolved in a good way. No more instacart for me ever! Save yourselves the pain

I was at home sick yesterday and needed several items. I decided to use insacart. At 12:19 the delivery person said they drop the groceries off on my porch. This did not happen. My couch faces my front porch which is where I laid all day yesterday and would have seen the driver. I tried to contact instacart by phone and email for hours yesterday. Late in the evening I got an email response. I went back and forth with Tanya a couple of times. She decided she would credit my instacart account with the cost of the groceries... NO I WANT MY MONEY BACK ON MY DEBIT CARD. She never responded to that. For 24 hours I have been calling their customer service number and only get a recording about their high call volume and them returning emergency calls and then it hangs up. ARE YOU GUYS SERIOUS! BBB here I come

I know the inner workings of Instacart. First you will be charged upwards of $70 or more than you would if you had shopped yourself. We are told to tell you that it is the cost of doing business. Instacart is covered legally because a small disclosure on their site. If you choose a time there is not guarantee you will get it at that time. You might get it 2 hours late or not at all. I have seen orders left in the store, rescheduled and cancelled and by time the frustrated customer calls in there is nothing we can do because there is no one available to shop their order again. Often times the order sits in limbo and doesn't even gets assigned a shopper. When it does you might get one that doesn't speak or read English, leaves your order at someone else's home or makes replacements like replacing coffee with hot cocoa. Yes I have seen that. We are unable to appease our customers properly. It is a poor service that takes advantage of people that can not shop for themselves.

Where do I start? My poor daughter had no sooner got back to school and she needed emergency oral surgery. Since I couldn't be there as I have little ones at home, I thought sending her some soft foods would really be helpful. I had a free delivery credit from Instacart, so I thought why not? Soo, my order never made it. Said they couldn't contact me. My daughter said no one ever knocked on the door. Yet, I got a confirmation that my order had been delivered. I called them and was on hold for at least TWENTY minutes. They said my order was delivered to my home address... which was obviously not true and would have been a mistake. There were looking at a past order. When I corrected the CS agent, he said actually your order has been cancelled and you have been refunded. So - why did I get a notice my order has been delivered? He said that was a mistake and I was being refused. Poor communication. So he said he could send out another delivery for no charge the next day... which was obviously unacceptable. He then said he could sent an order out in an hour. So what changed then? So the order is delivered no problem. Except they charge me a delivery fee when I was supposed to have a free delivery. Then a few days later they charge me for the order that never arrived... which led to a bank transfer I scheduled not going through because there wasn't enough money in my account. A bank transfer meant to help my daughter make a payment on the surgery. NEVER AGAIN.

DO NOT USE THIS SERVICE! From the get-go this service was awful. Customer service is some of the worst that I've had to deal with. My shopper was sweet, but I had made a very large order at Costco thinking that my delivery was going to be by truck. She could not fit 27 cases of water into her Honda Civic. I ended up having to provide drivers to help make the delivery. Then there was a problem with my receipt. Trying to resolve issues with customer service is a nightmare. The markup is unjustifiable. They have not been able to provide an accurate receipt for my order. Did I mention that the customer service is the WORST. I regret doing business with them and in no way would I ever recommend them.

I have used instacart 5 times or so now and its a mess... not all are so rude and get it wrong but most of my deliveries are not right... I buy ONLY organic and for some reason the shoppers dont seem to know or are able to distinguish between conventional and organic so I for the most part, end up with conventional. Today I called as the 2nd time they tried to deliver my organic produce in 2 days they got it wrong. Long story short, the manager (who I had to hang on for 20 minutes to speak with) hung up on me. Am done.

These people do not do how to do the math and treat their customers. I ordered from Costco for 39$. The order was delivered at the wrong address. I called and asked to re-issue the same order, and I was told I was to receive a 5$ credit. The second order came: NONE of the items that I had initially ordered at the beginning was available, and one of the items was NOT delivered at all. The price of this second order therefore went down to 27$ (minus the non-delivered item, without the 5$ refund). The next day I received the receipt for the order which again showed the 39$, thus NOT reflecting either the item that it was not delivered NOR the 5$ credit. I called again. The genius "supervisor" put up an argument that given that I had not been charged for the second re-deliver (the 27$) everything was correct. It took a lot of effort to explain the math to this woman, that I should not have been charged 39$ because one of the items was not even delivered and the 5$ credit was not applied. Horrible service, horrible customer service. It's not about the 10$ it is about the principle. I like Costco and I order from them all the time. But after this, I will think it twice. I have been ordering from Peapod for many years and NEVER had a problem like this.

When I first used Instacart I was so impressed with the service.The lady shopping for me even said the strawberries did not look good and she did not suggest I buy them that day. Everything I ordered was correct, she drove right up to my garage and delivered my groceries. I thought for sure I would be using again... wrong. I happen to being checking my bank statement and saw a $149 charge from them that I DID NOT authorize. I sent them a couple emails, cancelled my account, etc. I have yet to hear back from them but in the end I'm hoping they refund this $149...

I got hooked on the 10 off 1st delivery, which honestly went just fine, no complaint there.
Then I saw $149 charge for subscription charge on my credit card. I tried to cancel it, since it had only been 4 days since I received my first order. But alas, they will not refund the subscription. I will have to use it again to justify the 'membership' I do not want, but am very fearful after reading all these reviews.
I will continue to try to get a refund.
Wish me luck

Took my order, but didn't deliver it - at least not to my address. Sent company email, response was to "call our customer service center." I left a horrible review on the website and deducted the 20% tip from the tab... and then had to haul myself to the store for Pedialyte to treat my Norovirus induced dehydration, potentially exposing many many people to the very contagious virus. Good job, Instacart. I will never use you nor will I ever give you a favorable recommendation to anybody.