InstacartReviews 2,492

I've had Instacart Express membership since September and use the service weekly for groceries from Loblaws. The first order was done accurately and was a reason I continued with an annual membership.

The 2nd and 3rd order had products either missing or the wrong product (raisin bread instead of cheese bread).

I've also been charged $40 for the wrong cut of meat (roast instead of a sirloin steak) at 4x the price on the label. There's a glaring lack of detail with the associates to get the job done right. I've had a 30% error rate out of my 10 orders with the last one being lost. I have gained such a strong distrust and now check my order line by line actually expecting at least one error and expecting to call customer service. How is that saving me time with "express"?

Most recently, they lost my entire order! They dropped it off to the wrong condo building and door (I can only assume, as the photo with the bags delivered was not my carpet nor door and my concierge did not call me about the delivery). The courier was unreachable when customer service tried reaching her within the hour.
Instacart at first offered a credit or refund, when hello? I wanted to be cooking now! Ruined my weekend. They offered to re-do the order asap but offered no other goodwill gesture (e.g. $30 credit on your next order)! I'm ready to stop using the service after this and have been telling all my friends and family of these negative experiences.

For someone whose had so much trouble and am only four months into the membership... I say stay away and find a more reliable service.

This has to be the most incompetent company I have ever had to deal with. My story is too long and I have wasted way too much time dealing with this company. I'm $40 out and have been treated horribly. With this company expect them to never take responsibility, tell u to call someone else, leave u on hold for thirty minutes and make u repeat ur problem more than five times. I didnt think a company could be this disorganized and be running. Then again they are, because they are taking money from dissatisfied customer. Do not use instacart they will get it wrong everytime and ull be left to pay for their incompetents.

SHOULD BE NO stars.
A careless inconsiderate young man was seen by my neighbor dropping 4 or 5 bags of groceries on my back porch and knocking on the door. I went to the door immediately and was just in time to see the back of his car disappearing. The groceries were not mine, I didn't order anything. There was no receipt or ID of any kind. The store was identifiable by the bags and they told me the groceries were delivered by Instacart. Mostly frozen foods and other perishables. I took time from my work to scour the neighbors trying to find the rightful recipient with no luck. INSTACART DOES NOT ANSWER THEIR PHONES AT ALL AND THERE WAS NO WAY TO CONTACT THEM ONLINE WITHOUT AN ORDER NUMBER! I had no recourse but to give the food to a needy family. WOULD I USE INSTACART? NEVER!
If you order from them and they don't deliver and/or don't give you a proper refund for anything, call your credit card company. They will stand behind you and reverse the charge.

Became an instacart shopper to get myself out and be outside again (am stay at home mom). I earned $73 two weeks ago and the app wont release my money, tho they released my $21 earnings, for the work done on the following week. They disconnected their phone, chat, & email...! So i cant contact anyone to ask to fix the probl. I called Senior customer order line to get a live person. Guy in India picked up, has no idea and says to use customer chat on my app. When i told him they disallowed that feature, he hung up on me.

BTW, the co touts u can make up to $20/hr. As a starter, i can only make $7/hr AFTER Gas & wear/tear on my car. Its impossible to make $20 bc customers tip so little, u make around $7-12/hr before deducting for wear & tear. Also, saw customers leaving $0 tip lately. Well, Instacarr is having Free Delivery to their customers. So while they make 25% from customers, u get $0 tip and only $7/hr from Instacart. SCAMMERS, SHAME ON THEM!

Instacart is a ramshackle, gig economy mess. They have no quality control over their shoppers/deliverers. Some follow instructions; some don't. Some deliver your purchase to you, others deliver your purchase to someone else. You have to add crap you don't want to your order to make it large enough to attract a shopper, and then they screw it up anyway.

Many participating stores do not update their online inventory in a timely manner, so items can go out of stock but show up as available for days afterwards, leading to wild goose chases when customers try to buy them. Twice I tried to buy main meat ingredients for holiday meal planning -- a frozen duck and a large rump roast for sauerbraten. I gave clear instructions. I ended up getting no duck, a tiny useless piece of beef, and one complete nondelivery (delivered to the wrong address). When you call customer service, the automated message says "thanks" and then hangs up on you.

Maybe Instacart will shake out these horrible problems eventually, but they are unusable now.

They seem to be taking advantage of this quarantine situation by up-charging. My order total was $47 more than what was processed for my order on the app. The receipt from the store showed a different price than what was on the app. I also noticed an extra fee that was NOT shown when I gave permission to process my order. All the rep could tell me was this was a fee for using Instacart and having someone else shop for me. The store charges a different total for the items than they actual store price. At this rate I would rather risk going into the supermarket myself if it's saying me $47! I wish I could rate this at a ZERO

I have been shopping for instacart for a while now this is what I got. I drove a half hour this am to shop a double order simataniously. I get to the register, the card was declined. Its not the first time in fact the 3rd time in months thst this has happened. I tried to contact them through instacart care and instacart helplines from the parking lot. All the numbers have been diconnected. I go to the app for help and it says there over capacity calls. Meanwhile the customers look to me for answers. 2 hiurs later still no help and no answers from instacart. I not only not get paid for the order but they even add a cancelled batch to my file. Once you get to 15 percent canceled batches your fired. So not only did I not get help, and not get paid, but I now have another cancelled batch, all because there card was declined yet again. This car does not run on hopes and dreams to not get paid for a double order that I did show up amd shop is unacceptable, amd to have been penalized for cancellation of a order thst I never cancelled is even more unacceptable. Stay away from this business, they do not care about there drivers, nor there customers.