InstacartReviews 2,492

HORRIFIC service - and they take zero responsibility for it! I made an order that was picked, and then the shopper "could not complete the transaction" (even though I had already been charged $90!). Hours later another shopper got my order (i got charged another $90) and when they eventually showed up 3 hours late, he claimed they had been told to get the wrong items. He left and then returned 1 hour later with a partial order. Instacart refused to assist me and offered $5 to make it better.

In order for me to log into my account I needed to have access to an old phone number. I offered to send a photo of my license and any other information I could to validate my identification and was told there was "nothing I can do." Supervisor- cannot update my phone number or help me. Tells me without me knowing old # there is nothing that can be done. He said that he can deactivate account, but I will not be able to create another due to my social security number already being used on one. Most RIDICULOUS thing. They only have people behind computers, no one to call when locked out of an account. So, you won't take a VALID US GOV Drivers License for proof of who I am? And when an account is deactivated (which I have never used) I can't make a new one because it's "against policy". I've never even collected wages, so there is nothing associated with my SSN. They really need to add some other ways of confirming their "shoppers" information other than a PHONE NUMBER!

Save yourself. Whatever you think you will gain, trust me, you will lose. The first time I ordered it was GREAT! Then, downhill from there. The occasional wrong item, I didn't bother to report because that could happen. But today? I got a message "your Order has been delivered", except it wasn't here. The "shopper" either stole my groceries or wasn't smart enough to find the correct address. Instacart's answer? They'll give me a $10 credit on my NEXT order. That pissed me off even more. It's a joke, an insult. I ordered around 12:30, my order was supposed to arrive at 2:55 at 3 they said it was here but it wasn't. Now, I have to go out. If you calculate the amount of time it takes to place the order and deal with the shopper "I can't find this", "they don't have that", etc and the time it takes to complain and deal with "customer service", and I still have to go out, it's a no brainer, I've LOST time. Save yourself, seriously. This service is in NO WAY worth the jacked up grocery prices and the delivery fee and the tip, not to mention the frustration. Just go get your stuff yourself.

I started using instacart during the pandemic I am a senior and was not going to any indoor shopping. Yesterday I found out that I have been ripped off. The shopper left my paper receipt in the bag it was $145. ( without fees) When i received my on line receipt it was $179.00 without fees. When I questioned them I was told that market charges a premium for instacart. I had no idea. I see this as definitely taking total advantage of people during a word wide pandemic. This was never explained when starting the service. The shoppers have all been very good. Wasn't it enough for the market to get all the additional business from the instacart shoppers did they have to also price gouge

This is the WORST customer service ever. They substituted jalapeno peppers for maraschino cherries. They promised a refund. Small amount - < $5. Refund "promised" in 3 -5 business days. I inquired after 10 days & got some gobbledegook and another promise. It has now been3 1/2 weeks and I STILL don't have a refund. I can't believe they stay in business.

We will never use Instacart again. My wife had groceries scheduled for 12 pm today in Sea Isle City in NJ. We are still waiting after numerous calls to ShopRite and Instacart. We have 12 people who were counting on food today. Instacart could not even guarantee tomorrow. Take your own food or just shop when you get to your vacation site and save the frustration

I been using this service because of the pandemic, I order a case of small bottle of water for $1-97 imagine my surprise when I was charged an addition $2:22 as heavy duty charge.
When I called customer service the representative was very rude and says that the policy for items over 50 lbs. Since when does a case of water have 50lbs?

If that the policy why was this not disclosed at the time the item was ordered

I always give my shoppers 10 % tips and when they deliver I give them a tip at the door as well.
Will never use this service again, Day light robbery

Beware of this service they are ripping people off.

Instacart IS THE MOST MISMANAGED DELIVERY SERVICE for shoppers I know of! They DO NOT CATER TO SENIORS AT ALL so dont look for any discounts there! They just take your money and you have to deal with the fallout later! Finally they are constantly raising their delivery fees & omg DONT YOU DARE MAKE A MISTAKE ON THE TIP. CUZ IT TAKES 7-10 DAYS TO COME OFF YOUR BANK ACCT. SO THIS IS THE WHOLE SCOOP ON INSTACART PPL!

Worst delivery ever!
I ordered groceries to be delivered from Publix to a vacation house three days in advance. They were supposed to be delivered on Saturday by 5. They texted to say it would be by 6:30. Then by 10:00. Then Sunday by 11:00. I told them we'd be at church till noon so the specialist told me she changed it to Sunday 1-3:00. Then I got a text saying Monday 1-3:00. I called Sunday morning to complain but the best they could do was set it up for Monday by 11:00. It's 11:39 and I'm still waiting and haven't heard from them. Shame on Publix for dealing with such a poorly managed company!

I work for instacart I shop and deliver but ever since instacart started pushing in store shopping positions the availability of batches is so minimal and such small Windows of time that it's not even worth it anymore for me to go on and do it. I used to make her pretty good dollar figure especially during covid. But instacart is really limiting the availability of badges and pushing people to be employed and restricted to a certain number of hours a week and a certain number of certain days you know especially Saturday Sunday mondays. You know it was nice to have instacart as a flexible source of employment that you could work around other jobs you don't want to be required to be at a place at a certain time unless you want to be there but with the in-store shopping rolls that's what you're restricted to you got to be there at a certain time stay there for a certain number of hours be there for certain days of the week. There's a lot of other jobs out there that require you to do the same thing that pay you a lot more money. I wish instacart would go back to the way it used to be you could actually make a living at it and still work a second job.

I will never use Instacart again! They have employees that say they delivered your order when they didn't! I have cameras! No delivery came to my house! Dishonest and poor customer service! This was my first and last experience with Instacart! Save yourself the aggravation! My shopper said my order was delivered at 7:03, the app at 8:13 said it was STILL out for delivery! The time kept moving up! I finally cancelled the order when I received a message that my order would be delivered at 11:30 pm!

I tried Instacart for the first time and it was my last time. The guy who shopped for me always tried to replace the items. I ordered from Walmart and according to him there was no ground beef, no olive oil, no parsley at "walmart". I was okay with him if he doesn't buy those items. However, I suddenly receive a call from Instacart support telling me that your order will either cancel or new shopper will assign because the shopper can't complete the order. It's been more than 3 hours and the support was rude and doesn't pay attention my feedback at all. It wasn't nice experience at all. Like I said avoid Instacart. I think Amazon is always the best choice since as a customer you always get satisfied.

This afternoon, an instacart driver smashed into my car after making a delivery into my building and drove off. I contacted the company to get the driver's insurance information, and they refused to help by hiding behind their indemnity with the driver. Terrible company with careless drivers.

Instacart always says "your items are being temperature controlled until arrival" and they claim that their shoppers are "required" to do this, but they NEVER DO! There doesnt appear to be any oversight in place either. On many different occasions my cold food has arrived melted and warm, when I greeted the shopper right at the door. Several times I have even messaged drivers and they say they "dont have temperature controlled storage". So... essentially... Instacart is LYING to consumers.

Terrible company. Charged me for products not bought, then would not refund the money, only add credit. Then told me the credit had expired without explaining that the credit was time-sensitive. Avoid this company.

They charge you a subscription fee and or delivery fee, charge more for in store items, charge a service fee and try to tack on a tip fee. This is not a service to use if you don't like pissing your money into the wind.

Liars.

Representative said they called me which they did not. Delivered my products to wrong address and didn't want to go back retrive my products at all. I have to admit becuase of poor design of instacart.com I had wrong address on the order. I should have checked address before I finalize the order but their delivery person didn't even tried to help me.
Liars becuase representative said, delivery person called me and she didn't. I am not sure which one is lying.
Lastly, some items were overcharged. I am not sure which company sets the price but small bag of starbucks coffee cost 6-7$ at pick and save not 9$.

Unless I am desparate again, I would never use their service again.

I had $250 worth of groceries delivered to the wrong house. By the time I got the order It had been sitting out in 90° weather for a couple of hours. Needless to say, ice cream was melted, The meat was not suit for consumption, and the milk was not drinkable. I will never, repeat never, shop with instacart again.

You delivered a banana, but no heel cream. So I am charged $3+ for a single banana? WTF? BTW, banana was only to get over threshold of free delivery! Thanks for being another service we will Never use again in the Tucson area!

Instacart is what I would've recommended up until a few minutes ago!… We've had them for over a year now & really loved it up until recently & especially today.
I received several items on my order this morning I did NOT Order & its happens pretty regularly, I normally call & they don't give me any trouble and fix it & are kind. However today the rep & her supervisor were insisting on arguing with me saying I ordered the items & forgot that I did & she was very rude & condescending saying she would send me an article teaching me how to review my order & check out … I explained that I didn't even look at those items let alone put them in my cart and check out. All she did was talk over me & continued to be very rude.
It became a pointless conversation where she was overly rude & continued to tell me there was no possible way the shopper messed up or the system messed up & I said you are really telling me there no possible way that the human can make a mistake or a computer can glitch in the system. (‍ please we all know better.) Anyway.

I have spent lots of money with them & wasted lots of money on items I did not order or items that were rotten or defective that I never called about & now if I actually remember or decide to call & let them know they now are going to argue with me and tell me I have to pay for these errors! Im sorry but thats very poor customer service & I decided to cancel the membership because of how terrible the service was today; I can order from anyplace or go in for that matter & wont continue to waste my money or be treated poorly when spending lots of money with a company.

Sorry for the long answer & sorta rant but wow Id hate to see them treat more folks this way as it seems to be becoming a pattern since both reps were the same way & I could tell they were going off a script saying the same repetitive answers.