InstacartReviews 2,491

"Virtual shopper" substituted my item when I said not to and to just cancel my order. Then I get a "your order has been delivered" message! Then I get home, and no order was ever delivered but they charged my credit card! You have a 0% chance of ever getting a customer service agent over the phone, over email, or over chat. I got zero response from all. Their customer service phone line is never available. No response to my emails. Their chat didn't work either. I reported their transaction as "fraud" to my credit card company, and they reversed the charge. DO NOT USE INSTACART UNLESS YOU WANT A MAJOR HEADACHE!

Don't recommend this delivery company to anyone. My account got deactivated when placing a big order of groceries from Winn Dixie. An Instacart Trust & Safety team employee named Quinn emailed me that I have to provide my ID and credit card information to prove identity, so I did. The next day, my account was still deactivated, and he emailed back and asked for a selfie of me holding the ID, so I did. Day 3, my account was still... deactivated! Day 4, I emailed again to ask what are you going to do with my personal info that I sent to you, no one responded! The phone line was not working either!
This is fraud by means of interstate commerce folks. A federal felony.

When I received my order I was not made aware of the delivery, the driver did not knock or ring the bell. I received bread and hamburger meat that i didn't order. The buy one get one free A&W Sodas, i only received one 6pack, where is my free one. The two packs of strawberries were all poured out in the bag. I am very unhappy and dissatisfied. When I called your number the recording said your system was inoperable. Publix say they have nothing to do with it. I want this issue rectified ASAP. I would like an adjustment to my order or better yet a full refund. I will not be ordering through you company again. It's sad that your company is ruining Publix's

Before all this COVID-19 I had placed orders without any problems. I placed an order two day ago, they promised to deliver on 04/07/2020 by noon, a $405 hold is placed in my credit card. I received a text asking to rate the service, I checked my account and it indicates it was delivered. Guess what it was never delivered now I also have an additional charge of $390. I trued calling, the phone system is out of service, tried chatting live no response, sent several emails to their support address still no response. My last email is requesting full refund for something I never received. I also called my credit card and let them know that I claimed Instacart and want my credit back. Now I have to wait until Instacart responds... In the meantime my credit card has almost $800 on hold

I had two orders -
1 from Costco. They didn't deliver the item although charged in my order. I checked with Costco, the item is not even available in Costco for past few weeks. And no receipts from Costco.
Second one from Sprout. There are 7 items refunded in my order, but they deducted original price, tips and service charge.

Instacart just sucks! There is no customer support. Nobody response in Chat/Phone.
They are taking advantage of this situation and stealing customer money.

I am seriously thinking to complain against them. Anybody knows what is the legal way?

Initially I thought that Instacart was great. That was until I started comparing the grocery store receipt to the Instacart receipt. The order I received today 04/07/2020 there was a $20.99 difference between what was on the grocery ckeck-out and the Instacart receipt. Additionally they come up with some type of per pound meat charge that is way above the actual cost. So in my order today there was $58.00 to the benefit of Instacart. If you don't make the comparison then you will never know. Last week they did a similar thing charging me for a bag of apples and giving me one! It's impossible to contact them, so I assume they just hope you will forget. Now that I've told my friends how great there service was I have to go back and tell them that I will never use the service again.

Signed uo for this mess & all it doesisjust lie about everything! Immediately charged my debit visa checkcard, along with extra ridiculous charges, for their shady non-services! Cancel my order but has not been refunded & all rhe phone numbers for help just keep you on hold, lying about the hold time & noone ever even answers! TTook $42 from my debit card & I'm trying tobe refunded bur can't! Don't be the fool that I waa for signing up dor this illegit site or whatever! Total $#*!in ripoff!

If I could give no stars I would. It started off ok. I received notification that the shopper/driver was shopping and if a substitution was being made. Now, time for the deliver it stated the driver was 4 minutes away then said here then said 3 minutes away and here again. I live on the 3rd floor so I went down to meet the driver and guess what no freaking driver I stood outside for 15 minutes trying to call and text back to 5 digit code that text you. So, now I'm on hold for 2 hours on phone 1 & 1/2 hours on chat. Hell, I even sent two emails, facebook message, and instagram message still no response. This is horrible service. I called the store and found out that it's nothing they could do. The deliver service isn't their company/problem. Its instacart so therefore they (store) only provide the product. Its just like we sending someone to shop for us with our card. (In Virginia)

I'd give a ZERO if possible-my shopper amounted to nothing, but a thief! I'm suffering from a disease that confines me to home and used this company for the first time in late March because of the pandemic. The shopper arrived at Fred Meyer 15 minutes prior to closing and used that as an excuse not to obtain all of my items and furthermore not to provide substitutions that were available! Then after delivery I discovered she failed to deliver nearly $20 worth of my groceries that I'd been charged for- including ice cream! I immediately called Fred Meyer and they stated no groceries have been left behind on their log. I've emailed Instacart 6 times and tried to call, but gave up after a long waits. I've not received a single response about being stolen from and not having my order fulfilled because the shopper arrived in the store too late to get half of the items on my list! I'd have gladly waited until the next day, but the shopper didn't even tell me what was going on! I sent instacart copies of her texts to me stating she would inform them that she didn't have time to complete my shopping order! I tried to text the shopper, but got nothing in return! Nothing like the evil profiting off the sick in troubled times! I intend to continue to pursue justice in this matter!