InstacartReviews 2,490

Instacart def has a lot going wrong with their policies. But just FYI the shoppers are told to replace your items because insta wants the prices, the shoppers are told what to replace with and have no real say. When they want to check in with customers to okay it most dont respond (you need to be near your phone) or insta doesnt connect them properly.
Trust me the shoppers Work really hard and their tips are now just subtracted from hourly wage... they make hardly anything and are on call for 10-12 hours a day!
Instacart has a service fee that you do not need to pay just waive and save!
The coupons online say 35$ minimum with first order so do that and youre fine!
Yes prices are inflated but you shouldnt have a store receipt that is against policy to pay for the company and your driver and shopper they need to make money so they inflate prices otherwise this service wouldnt make any money and wouldnt exist.
Customer service is rough talk to your shopper they can help a lot and if you at by your phone you can say no to items you dont want to replace with and add in items at any time during the shop/ you can text youthem shopper and even call them thit whole shop if you have questions Etc
Please understand the shoppers have a lot going on see Instacart lawsuit... they are working and truly unappreciated in every way

Instacart is a great idea and hopefully with the shoppers pushing for change it can become an amazing service! And okay job

I've ordered from Instacart 8-9 times and have been very pleased. First, shoppers have been excellent. Bottom-line is if the shopper doesn't give a $#*! your order is going to be a mess. IMPORTANT: Your have option to to opt out of built in 10% charge before hitting purchase... this is an extra tip for shopper. Opt out on this and go over $35.00 and get free delivery. ALL GOOD. The other thing is all my orders have been between 8-15 items and that may play apart in the quality of service i've received.

I signed up for the one-year subscription service for unlimited delivery. I'm grateful I read a lot about tech news. Instacart started charging a feeI'm guessing it's a percentage of your total bill. There IS an opt-out option of paying the surcharge but you have to go through multiple clicks to remove the surcharge. That really irritates me. They make money on upping the price of the grocery items.

What's more, is that my order is wrong about 33% of the time and I have to *******@Instacart about an order problem. Tweeting negatively about Instacart is the only way to get reimbursed for missing items Instacart charged me for.

Needless to say, I will not be renewing my express membership

DO NOT USE THIS... InstaCart is a complete SCAM! So... thought I would try to use this new delivery service... TERRIBLE. The delivery service was fine... but the prices charged for the groceries I bought were an absolute SCAM. Thought it would be great to catch the 'Midnight Madness Sale" last Friday and have the groceries delivered... the. 89 bag of Fritos were $4.50 ea. Unfortunately I ordered 2. So I spent $9.00 for 2 bags of Fritos. Chose several other "sale" items... got charged full price. Called Grocery Store Manager and got a female Asst Manager. She was extremely rude and provided 0 customer service. Manager would not even speak with me on the phone. He said "We have nothing to do with that service"... according to the female Asst Manager and she said there is "nothing we can do". She took my name and number on Monday Oct 30th. Its Friday, November 2nd and I have yet to speak with anyone. InstaCart sent me an "I'm sorry" automated email. No refund... no coupon, no discount... nothing. I paid about $110.00 for $55.00 in groceries. I still have no understanding how an advertised "sale price", that is programmed into a register, rang my items up at an inflated cost because I used this "delivery service". "Free first delivery"... WRONG... charged me $8.99. This "service" is a scam and just inflates an already bloated grocery profit margin and disguises it as a service. There is NO recourse for overcharging on the consumer end. This Company will hopefully be Bankrupt soon before it screws more people out of money.

Their website claims "Free First Delivery" so I signed up. I did my shopping, and when I went to my cart, it said "Free First Delivery" It said nothing about a minimum anywhere I could see, nor did it ask me to add to my cart to qualify. I checked out, with the price reflecting the free delivery.
After that, I signed up for an Instacart express 14 day trial. I did see that Instacart Express has a $35 minimum for free delivery, but there was nothing indicating that for the "Free First Delivery".
Then they surreptitiously tacked on a $9.99 delivery fee, which I only saw when I opened the confirmation email and checked my order status.
Complete bait and switch.
When I called to find out why, they said it was because I was below the $35 minimum, but couldn't tell me where a $35 minimum is disclosed. I asked to cancel the order, and they instead deactivated my entire account, so then I had to make a new one, with a new email address, but can't re-sign up for the express trial, because it was already applied to the account they deactivated, and there is nothing they can do.
Then I find out they are playing games with worker pay.
They are liars and cheats to both their customers and their workers.
I hope they have a good competitor soon, because I will not use them again.

I have been using InstatCart for many months but recently discovered that they were actually charging me for products that have not been delivered and even worst you cannot get their customer services to refund you adequately! First I had been charged for 2 pounds of manchego cheese while being only delivered 4 ounces, 1 pound of chicken while receiving 3 ounce, being charged for parma ham that was not delivered and then... for 8 bottles of wine while delivering only one!?! Customer services only willing to refund for the price of 6 bottles but would still charge me for 1) taxes on the products that were not delivered 2) the price for all bottle deposit fees that were not delivered and of course 3) service fees! When trying to file a complain to their customer service department, they do not answer the phone and you will need to literally sent 10 emails for someone to respond to you, only to tell you that they " have been above and beyond" by refunding you $87 while they actually owe you $130, excuse me? This is absolutely unacceptable.

I usually shop at my nearby best market. When I saw in their ad they partnered with instacart i figured I would try delivery. Ordered 15 items, respond was 9 items unavailable. Then, that I had insuficent funds. I knew there was enough to cover my order so I called instacart. They need to take more than authorized to cover replacement items. I hadn't gotten a message of what replacements were made, because they hadn't done that yet. They actually had overdrawn my account but I have that protection no harm. I told them to cancel the order and return the charge I did not authorize. They said 24 to 48 hours. I said supervisor aand fraud and got my money back right away. Got in my car went to my best market which they said they were shopping at and everything was in stock! My guess is they don't like sale items and half my items were from the weekly ad. Wasted too much time and effort.

I've used instaCart 3 or 4 times and I will never use them again. The person that delivered my order brought the wrong items, forgot some items, and didn't speak English, so I couldn't communicate the problem to her. I immediately emailed Instacart and they replied saying they would correct the problem and redeliver at a time that was convenient for me. Instacart took it upon themselves to redeliver the order at 5:30pm the same day, after I left the office for the day (they were delivering to a place of business that closed at 5pm). Then they charged me a $15 cancellation fee because the office was closed when they decided to redeliver at a time that was convenient for them and wouldn't remove it after I called them. I asked to speak to a supervisor after I was told they wouldn't remove the fee and was left on hold. I had to hang up and even though they asked for my number at the beginning of the call (in case we get disconnected), they never called me back. I had to call back a few minutes later, spoke with a nice gentleman who put be on a brief hold and was able to rectify the problem and get me a refund. It took too much effort on my part to get a credit back for a mistake they made. Won't be using them again.

When I first started using Instacart, I attributed the mistakes to the "growing pains" that a company could experience when entering a new market. But, after months and months, the shoppers are making the same stupid mistakes and continuing to ignore the requests the customer submits. In my last order, there was an item that I marked "no replacement option", "no substitutions"; the shopper ignored both and sent me a product that I would never buy, would never use. Now, unfortunately, stealing from customers has also become part of the Instacart experience. One item I ordered was included on the receipt but it never made it to my house. If the shopper "forgot' to give it to the driver, she should have credited the charge. If the driver "forgot" to deliver it, she should have called to make arrangements for the amount to be refunded... if it was an honest mistake. Since the amount was not credited, nor a refund issued, I have to assume that one of them STOLE the item.
Now I am going to print out my receipt and take the time to review what was, or what was not delivered... how is this making my life easier?

I love the service provided by the Instacart shoppers. I had a very good shopper who explained to me that they try to get exactly what is ordered. I was advised to stay near my computer and/or cell for messages regarding issues. She also told me that I can request no replacements if I only want a certain brand/flavor and/Or size of an item.

I was reading comments and want to mention to the customers that they can rate their delivery person. They are independent contractors and, for the most part, very good at what they do. As far as pricing please think about that. Instacart does not work for the store you purchase from. They train shoppers to go to the store and shop. Of course there is a surcharge on products - a mark up. The store has to be paid for all the products and Instacart needs to pay their contractors, employees and any necessary overhead. You always pay for convenience.

Its all fine when your items are delivered as ordered. But on more then one occasion we got the wrong item, a smaller item but still charged for larger. And this time 4 items were missing. The only contact is an email. Its been several hours since I notified them of items missing and no follow up. Even if you go over delivery with delivery person there still is no recourse once they walk out the door.
Also do not order meat, fruits or vegetables, they do not pick the best ones often times the ones they deliver are bottom of the barrel.
I liked the convenience of having my groceries delivered and didnt mind the service charge, but this company is not getting it right so I wont be using them again.

We were just in a terrible accident that left my husband, who had been our sole provider, in the hospital and me with minor injuries at home with our 14month old and no vehicle. I was stressing about how i was going to get diapers and groceries when i saw the free first delivery with Instacart and decided to try it.

Instead what I got was a shopper whose card declined, who couldn't get hold of the management nor can we get through the help line. It was literally the last of the money we had, with things like diapers that we desperately needed and because I had no transportation, while injured and with a 14month old we took a chance. Now we have no money for me to try something else and down to almost no diapers. This has compounded onto an already terrible situation where they have shown to be a terrible, awful, ridiculous service with no care to their customers.

Last time, a minor mix-up: charged for a more expensive item when a lesser one was substituted. The customer service was terrible, with person insisting that I email a photo of the two items side by side in order to justify a credit. This time, a total mess. Off-the-mark subsitutions, several charges for more expensive items when lesser substitutions were made. But the worst was the abysmal customer service. On hold for an unacceptable period of time not once but twice. I terminated the call and will never use the service again. The surcharges are not cheap and I always tip well but it would be worth it if the company actually fulfilled orders correctly and didn't torment me with unspeakable customer service.

At first when I signed up, I thought this was a great idea. However I realized that I work right around the corner from a store and literally 3 miles down the road from. I ended up cancelling the same day. I received an email stating my card WILL NOT be charged but to enjoy the 14- day trial. I did not because like I said, there was no need. Imagine my surprise when on October 8th I saw a charge for $149. I immediately called and the lady said (and I quote) I have no idea why your card was charged because you cancelled with it the time frame. I put in a request for a refund. No apology nothing. I wrote an email explaining the whole situation. No response. Two days later I wrote another email explaining how their careless mistake led me to miss a doctors appointment. It also caused the payment to my sons horseback riding lessons to bounce. So now the account went negative and I got hit with a charge. Then on top of it, I had to pay a $20 return fee to the lessons. Still not a single email back apologizing for the inconvience. By the way, that is all I wanted. Mistakes happen, I get it, but to be this inconvenienced and not a single apology pisses me off. I am a single mother who has to budget very carefully and issues like this really put a dent in the planning. For a company who relies on customers for a buisness should do a better job when they make an error. I could move to the middle of no where with no car and I will not sign up for this service. This one negative interaction has left a bad taste in my mouth and I would rather not go thru something like this again.

I used instacart once because I was told I would get a free delivery. My total was only $61. Well, instacart charges $80 (sort of like a hold on your account) to make sure the grocery bill goes through. They told me the $20 would be refunded right away, as soon as the shopper was finished. It has been well over a WEEK now and that $80 charge on my account is still there! I have been on and off the phone with customer service. No one will help me. They continue to tell me it will take 3-5 business days for the payment to be reversed. I would highly recommend NEVER using this worthless service. Terrible customer service. Scams.

It sure is entertaining looking through these reviews. A bunch of people whining about wanting certain amounts of something. Just because you only want 1 lb. of a 5 lb. family pack doesn't mean it is going to happen that way. Don't be a moron. You wouldn't have got that amount or price if you went to the store yourself either. Or how about the swapped items. Since you clearly can't do something like grocery shopping anymore you probably forget that stores are out of items on a Sunday night. Again, don't be stupid or surprised if they have to sub your items. Your order wasn't delivered on time? Tough titty. Again, you should understand the world around you. Traffic, lines at check out, how busy a store is. Or the stuff you don't understand or know about, pickers get orders when they finish the last deliveries a majority of times. This means they are 20 minutes from the store, have to get your giant order, check out, bag and deliver it all within some mythical time frame.

I decided to try the one free delivery and it was great. However, 3 weeks later they charge me $149 for a membership that I NEVER agreed to. There's no fine print, and their excuse is that I signed up for a trial membership and that's just crazy. I would remember signing up for something that expensive. They give you one free delivery to get your credit/debit card number. BEWARE! I CLOSED MY ACCOUNT WITH THEM. And yes, my bank stopped payment. My bank is the one who drew attention to the charge. They called my at 8 in the morning since they sneak the charge in at 4:30 a.m. What a SCAM. STAY AWAY.