Instacart

This company won't continue to offer refunds when their shoppers choose poor quality products. They are refusing to refund me for produce dropped off covered in mold bc I have a past of credible refund requests. Always shown proof with pictures and not my fault. Avoid abs file BBB complaints.

Like some others, we waited until 11:00 p.m. for a grocery delivery that never came, ordered a week before. (The store closed at 9:00 p.m. but the app kept updating the times.) Instead of keeping essentially my place in line and rescheduling for the following day, I was somehow rescheduled for a week later.

Of course, they don't respond to emails and I'm not willing to wait 156 minutes on the phone. Do they ever answer? Now, I have zero confidence that I'll ever receive the order.

Further, the schedule that is visible before placing an order is different from the one that pops up (usually "unavailable") after you've spent time shopping.

I understand this is an unusual situation, but this software needs to be fixed! We might be forced to use this company right now, but I suspect they will go out of business once we are no longer in a pandemic situation because they are soooo bad!

Used this twice for MetMarket. The drivers don't read the notes where you specify what to buy. They replaced items I had ordered in from the deli in lbs (serving a family) with one packaged dinner, then charged me the original estimate price, basically stealing. Contact through email never gets a reply and they won't do refunds.

Below is what they sent, however I was charged 26.97 for when the meal cost 8.99. They said they refunded my account but it never shows any type of refund or promo.

This happened two days in a row, I would never use the service again. And stores that are branding with them shouldn't affiliate themselves with this brand.

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 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.

I was charged $99 out of the blue. Haven't shopped IC for over a year. I received a "Thanks for signing up! Welcome!" email. Either it's fraud and I was hacked -OR- the fraudulent practices are from IC activating an old account. (It was not an automated annual renewal.) Tried repeatedly to get help through "24/7 Customer Service". Worst automated prompt choices ever, and the ones I did use weren't working properly. (Tried 2 browsers to see if it would help-same results.) FINALLY got through to "chat" but only received automated answers so I don't believe I reached a human. Reply received stated refund would come in 8-10 business days or "maybe" 1-2. I want my account Deactivated for security reasons.

I have been trying to work for instacart for 3 months. Every other week they take me off and deactivate my amount. I get no reason why after sending 19 emails and speaking with there rude staff. Trust and Safety suck. They say 3-5 days response, I'm still waiting after 3 weeks plus just to find out what happened to my account. You can never make money. This is the worse shopping app ever. They have no time frames and not if they did they wouldn't follow them. Sad really this big company can't even get the $#*! together. Stay clear of them all together.

I have been using instacart regularly for the past few years. Since I am primary care for my 96 year old mother, have been ordering food on her behalf for all this time. Though I fully understand a businesses need to change process, enlightened businesses understand the need for escalating valid issues to second tier support. Unfortunately Instacart does not do this. They now force both a validation of ID & Credit Card and lock your account each and every time. This makes a complete mockery of their Senior only helpdesk - not truly understanding what seniors need. Basically I don't know too many elderly that are computer literate enough to order from their own account. My mother has no internet, email or computer. Have canceled my subscription since they basically don't care to learn. Food delivery is a big deal for our elderly parents!

Nothing is ordinary right now, but Instacart is responding with the corporate version of throwing their hands in the air and run screaming. The customer service phone number has a recording saying, basically, we don't take calls any longer. My chat is still waiting for a response 26 hours later. The website instructs to click on "Report a problem." I think they've removed that section of the website. My order from 4 days ago was just canceled because it had been too long and they would not be able to fill it. They did tell me I could reorder, and get back in at the end of the line, taking my chances that my order might get filled in the next five days.

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.

I have order instacart about 5 times, and I have to say it's really gone badly every time. I only ever get it when I'm super busy, so maybe I'm just being too critical. But it seems I always get replacements that really aren't the same thing- for instance, I ordered vanilla ice cream and they "replaced" it with orange sherbet. That is in no way equivalent.

Second none of my orders have ever been on time. Always at least an hour early or late. The latest one was over 4 hours late, and half of my stuff had been, surprise, "refunded" without my approval, which is code for just not in the bag. Left me in quite the spot.

All in 0/5 stars, would not recommend under any circumstances.

I'd love to give this service a negative star rating as it would be highly appropriate. I was supposed receive an order today from Costco. This was my first time trying this service. According to their tracking it was left on my front porch. I've been in my home office right next to the front porch all day long and no such delivery was ever made. Clearly, their shopper / driver delivered my order to someone else's residence. Someone just got a nice load of items for free thanks to the cretin who shipped it there. Now I'm going to have to monitor my credit card closely to see if they really do refund me the full amount as I am now forced to be skeptical and untrusting of their business practices.

First and last time I ever use Publix on-line delivery service. Their default policy around allowing substitutions without customer authorization is downright criminal. Half my order was substituted. Order a cheese pizza and get a meat lovers pizza. Sorry if you're a vegetarian, Publix was out of cheese but still wanted to ensure they get your money. Oh, one more thing, meat lovers pizza wasn't on sale. Sorry customer, you should've specified no substitution on each item you ordered from us. I'll never set foot in another Publix's store as long as I live!

This branch in Eugene has displayed a disappointing and dysfunctional delivery system. They are always late, the delivery is always incomplete or in poor quality. I contacted the supervisor in Eugene named Tyree and unfortunately, he was extremely rude, condescending, unable to offer logical solutions to compensate for their lack of efficiency and basically hung up the phone on me!
I then contacted the team lead, Sean, whom I found very supportive and helpful. Had it not been for Sean's excellent customer service, I would have entirely stopped using Instacart.
In result, The Eugene area needs to work on it's quality-performance and customer service etiquette.

Thank you,
Bay Area company owner

Instacart does NOT have its act together. You don't get one single delivery, but as many as five separate deliveries if that's the total number of stores you ordered from. Very inconvenient. Book keeping is screwy. They put a hold on your account in the form of an actual deduction, and in my case, a refund was not made requiring numerous calls to my bank and Instacart to get things straightened out. Frozen items were insufficiently cooled and insulated and were delivered in ordinary grocery bags. Going back to AmazonFresh.