InstacartReviews 2,491

Our first order went well. Our second order did not. Shopper did not communicate with us. Told us our order would be delivered by 8:00 pm. Our store closes at 8:00pm. The shopper didn't start our order until around 7:30pm. Then got a message from them saying our order was canceled indefinitely. We will not be using Instacart again if we can avoid it! We understand that there is an overflow of orders. But we still need our groceries. We did not get what we were promised. And if Instacart is reading this, Have your shoppers that works for you shop for other people as if they were shopping for themselves. Don't have them pick up crap for other people. Some of our apples we received were bruised, And one of our packages of meat was brown because it had a hole in it.

First and last time trying the Instacart service. Things that were likely unavoidable due to the coved pandemic: soonest scheduled delivery was 5 days after order, Sunday between 6-8. Given the situation I assumed items would be out of stock. Of 32 ordered items 9 were out of stock (regular grocery items such as salt, sugar and chicken) and 8 were substituted (1 unacceptably). Delivery arrived loose without bags at 9 pm. In looking at the delivery I realized a number of items were not mine and pointed that out to a confused shopper who indicated they were listed as someone else's groceries due to "a problem with the app". I had her take those items that were not mine only to later realize that I had paid for them. In total I received $92 of groceries of which $12 were not mine but I paid for and did not take. In addition another ~$10 for service and delivery fees and $10 as a generous and ultimately not deserved tip. So I spent $32/ to have $80 worth of groceries (which I believe carried inflated prices) delivered. Hour plus wait to call instacart rep but there was the option to have instacart call me back between midnight and 2 am... stay away.

I am new to instacart and the first few orders I placed were each missing items (which I received no refund for). I also wasn't thrilled with the substitutions I received but not a huge deal there. What's prompting me to leave this review is my last order, where over $50 of goods were not received but were reflected as delivered. I have submitted several tickets for this with no remediation thus far. I'm now on hold (1 hour and counting) with their customer service line so fingers crossed. I like the concept of this business but think they have a considerable amount of fine tuning to do before I'd recommend them. Note: This all happened before the COVID19 pandemic became a major issue in the United States and slowed a lot of companies down.

Ordered my groceries on Instacart for Target. First shopper pulled multiple items, then texted me she cancelled my order due to internet issues. Second shopper started 2 hours later and pulled the rest of my order and delivered the groceries. BUT he only delivered the groceries left on the list after first shopper had shopped and quit. He had no idea there was another shopper before him. Instacart charged me for items shopper 1pulled but was never delivered. In addition, when the receipt was emailed to me, shopper 1 had charged me for 12 cases of 7-UP totaling $67.00. I ordered 1 case. I was overcharged approximately $100 total. Instacart has not responded to multiple emails and the call center is a joke having to wait 1 to 9 hours and then when it's your turn, they disconnect you. I believe shopper 1 walked out with my groceries. This business is a scam, should be closed and the CEO's wages distributed to all the customers he's cheated.

I ordered Instacart in the pandemic. Not something I would normally do, but desperate times call for desperate measures. They told me Thursday originally and came 5 days before that, which was a pleasant surprise. You definitely have to check the site as soon as you order, as your order delivery day and time can be changed whenever they want. You also have to watch from online as your shopper shops to make sure they are getting your desired replacements. Shopping took a few hours for my driver, and then I was able to watch him as he drove to my home. He made great time, though he did not communicate with me on the site when I asked him a question, but maybe he was busy. Some of my items did not arrive but when I added it all up, they didn't owe me any money, so I won't complain. In an emergency, it is a fine option, but I would not use them ordinarily. If you order, you have to be connected to the site at all times, as soon as you order so you can see what is going on, you have to go downstairs to meet them before they arrive by ten minutes or so so you don't miss them, and I would look very carefully at your bill. Adjust your expectations on not getting all the food you want. You also will be charged for a tip, service fee and delivery fee, I believe. Again, overall is was ok and I wanted to give them a nice review for delivering during a dangerous time.

First time trying this service and I will NEVER do it again! One order didn't arrive at all but I was texted that it was delivered (likely delivered to wrong apt. Because I was home the entire time) and no effort made to fix the issue. I am now having to submit a dispute w/my bank for the $30 they still charged me for the groceries they gave to SOMEONE ELSE. The other order that was placed around the same time took several days to arrive, and every product was cancelled except for one 4-pack of toilet paper (understandable with the circumstances) HOWEVER, they replaced it with a miniaturized motorhome 4-pack that was barely the size of one roll by itself... would have been alright I guess, except that my bill for that stupid little thing was $16! NEVER - EVER - AGAIN... these people do not reply to their online problem reports or try to contact you to fix the situation. TOTAL RIP OFF!

I would never use instacart again.
Absolutely horrible.
First: They dropped my groceries at the wrong #13 townhouse unit. So I had to walk over to the other unit and grab the bags myself. ( I assume the driver rang the wrong door bell and just vanished before the person told him wrong house)

Second: so many wrong and additional items were purchased. Not even close to what I have confirmed with.

Third: there costumer service is crap.

This company is a joke. Please take my advise and do not go through with them.

Posted: 3/29/2020 12:00:00 AM about Instacart.com

I shopped Costco.com who uses Instacart to do their same day delivery. Site disclosed that online prices may be higher than in store prices, but I never thought the prices would be 29% higher than the store! This is robbery and dishonest pricing. The In store price of the items I bought were $125.00 and Instacart charged me $160.00. I think it should be disclosed that prices may be up to 29% higher or something like that. Only then can a customer know what they are about to get into. "May be higher" doesn't not tell the story, 29% higher is an outrageous mark up. And I tipped the driver! Never again, will I use Instacart and I will tell everyone who will listen the facts of what happened to me. Also Costco is not harmless in this. I placed my order via my Costco app and I was not aware I would be charged so much more.

My in-laws were eager to get needed supplies from Costco.com and found the option to use Instacart. Without doing research on the Instacart review site (this one) they elected to use the service.

The delivery driver (Edson) asked to see my mother-in-laws drivers license (which she assumed was to verify the correct order) but when he took a photo of both the front and back her concerns and red flags went up.

I've now been on-hold for over 60 mins to try and better understand if this taking photos of drivers licenses is standard practice or if the driver (Edson) is up to something else.

Has anyone else experienced this behavior? My wife and I have never used this service so again we are trying assess if the concern and red flag is real.

I placed an order for grocery deliveries last Sunday. I was charged for the order, their 'shopper' Charles said that he left my order on my front porch as I had requested. However i NEVER received the order, i contacted Instacart's joke of customer service but have heard nothing. I suspect the 'shopper' Charles resold the groceries or gave it to one of his friends... I don't know what happened to it. All i know is I'd have done just as well to take that money and burn it.

STAY AWAY FROM THESE SCAMMERS, STAY FAR FAR AWAY!

HORRIBLE - DO NOT use this service unless you just want to donate money to a corporation. You will be charged for items you never receive. Can't get refund for items never received. Wait time to call and request a refund is 1.5 hours! This is not the delivery person's fault. Times are difficult, and that I understand. However, Instacart makes it impossible to get credit for my elderly mother who was charged for items not received. I consider this fraudulent theft from an elderly person.

Placed an order for grocery delivery and payed the additional amount for 2 hour service. Was given 5 messages to my phone 'due to high volume of orders, they couldn't complete my order'. They then gave me an option to receive this order 2 days later. What a worthless company. Why would anyone ever try to order through this company EVER!