InstacartReviews 2,491

Placed two orders today nothing was ever delivered even though they said it was! Two orders due to arrive today. The first was significantly delayed and then the app showed it was delivered, and nothing at all was ever delivered. The second delivery was totally mixed up and didn't have any of the items I needed. We did on the phone with Instacart for three hours and seven minutes, head dead silence for another five minutes, and then was totally disconnected. Called the local Publix store and they said there was nothing they could do about it. They gave me the corporate customer service number for Publix and they closed at 12 noon on Saturday and will not reopen until Monday. The most ridiculous thing I've ever heard of during this state of emergency.

Time and time again they don't seem to have several items for my order. I've done over 20 orders (pre-coronavirus). Many shoppers and drivers do not follow the directions I take the time to give. They substitute items even when you say do not replace item, refund if item is out of stock. I'm assuming it's due to their pay structure, but that's not my problem. I do not have money to waste on food I'm not going to eat. You'll find yourself having to make multiple orders from different stores just to get what you want (and I'm referring to basic brands). However, I will say that Instacart has good customer service. They promptly addressed any issues. Unfortunately, the shoppers and delivery drivers complain so much on line about customer tips instead of directing your anger to Instacart, or better yet, stop working for them. It really is a huge turn off. I think too many people enter this job thinking it's a golden ticket, but it's not. They want to be independent contractors, but don't want to be treated like one. You can't have it both ways. Going to try another delivery service.

The app is fairly straightforward and there are multiple grocery stores using Instacart. However, there are serious problems. First, the Instacart shopper (who picks up your groceries) communicates with you via your text messaging system; but, you cannot communicate back with him. Instead, you are supposed to use the "chat" feature within the Instacart app. As another viewer commented, it is impossible to navigate. I spent my business career in technology and would be considered close to being an expert. But I could never get the chat feature to work. When the order was delivered, I wasn't able to receive it directly. 6 of the 11 items ordered and paid for were missing. There was no way to communicate with the "shopper". I called Instacart and was on hold for 90-minutes. It would have taken at least another 90-minutes to talk to customer service. I gave up. I sent in an online a problem report. It has now been 8-days and I have heard nothing. I've given up on Instacart and all the stores who use their service. Try Whole Foods for online ordering and home delivery. I've used them twice with perfect results. They don't use Instacart!

I ordered on march 21 a order for about $150 and was told that
We get the order on march 26 what was ok with me.
It was my first time order with Instacart the reason why I ordered I am
In a wheelchair and have a very little immune system (ms).
The $175 was taken out from my debit card and I understand if I want to change
My order. The day of delivery march 26 did get a text 10:15 Am order update
Order has bin canceled and thy wanted me to reorder for march 31. Did try to call them and being on hold for hours and their email system not working No delivery or refund

I placed an order that included bacon. When they delivered the order, the bacon was room temperature. Ugh! Who knows how long it was sitting out. Unlike other delivery services, they did not have it specially wrapped or anything. Disgusted. Can't even get a hold of anyone unless you want to wait 2.5 hours which is what the automatic voice said. Not even an option to have an automatic call back. I will NEVER use Instacart again.

Used instacart to order from Wegmans. The app doesn't explain the relationship with the company you choose. No returns allowed. If you order something and its wrong... no return; the food gets thrown away. Unlike returning items to the store where someone else can use this is not possible from n. V this worthless app. Your shopper will ignore you and deliver your order no matter what you tell them. Our shopper was rude and arrogant.
Total Hucksters. Don't waste your time and money. They could care less about you.

March 27,2020 was the second messed up order delivery. Of 13 items, three were missing but CHARGED FOR, one replacement was made with an incorrect item, and the web site would NOT allow me to report the problem on the designated 'Report a problem' page. At the moment they have more than $18 of my money for nothing received. I reported the problem on the preceding order but they never responded (2 weeks ago). Amazon sometimes makes you wait a few days, but they DELIVER. Walmart charges a couple dollars more than Instacart, but they DELIVER.

I placed an order from The Fresh Market which was handled by Instacart. Several items were not available. I received an email with my order receipt but before it left the store. When the order was delivered the receipt was $20 less because of substitutions and missing items. Instacart didn't charge me what was delivered. I was charged what I had ordered before the substitutions and missing items. I called The Fresh Market and was told to contact Instacart. When I called I was prompted with the wait was 2 hours! I tried the online chat and it was 'unavailable'. The report a problem also did not work. Don't use this service!

Placed order for my 87 year housebound mother. I live 500 miles away and I am unable to go to the grocery store for her and her caregiver is sick. The soonest we could get the order was a week away. We thought this would be a lifeline, but on the day of delivery, I started getting messages that the order was delayed and delayed again. Finally, they just canceled the order. Tried calling their toll free number. Wait time 200 minutes at 7:00am ET. Sent email, tried twitter. How can they do this? I had my spot in line. If they can't deliver on the date of my reservation, they need to roll it over to the next day since it appears that a reservation doesn't mean crap. If they are over promising, then they need to reduce the number of reservations they accept in a day. Seriously, it isn't that hard to be customer friendly and not that hard to adapt if things are getting backed up. Canceling your customers deliveries is not customer friendly and a can be dire for those with no other choice then to depend on a grocery delivery service.

The shopper texted me on March 26 Thursday night indicating that she got the groceries list and it has to be completed tonight but the problem is Costco is already closed and the shopper cancelled my orders. My groceries does not have to be delivered until Monday March 30. She told me to call customer service to reorder. I called customer service and the wait is 5 hrs. The report a problem link does not even work. It has no dialog box where user could write and report the problem. This system is so unorganized and the shopper from the way she texted me is kind of rude. Don't use this app or this delivery system. It is a rip-off. If you want to get rip off, go for it.

I placed 3 orders over the course of a week with instacart. Only one order had correct pricing. Instacart indicates that the retailer might elect to charge more for items sold thru instacart... one one order the sales receipt from the store which was delivered with the order showed instacart overcharging me on 3 of the 4 items. When contacted their outsourced customer service told me it was there service mark up. But that's not what the policy says and they also charge a service charge separate, delivery charge and an alcohol fee. On top of overcharging on the item. Customer service put m. J e on eternal hold and repeated emails to corporate go unanswered. The other order they charged me for multiple items sellable or received or on the retailer's receipt!

I shopped Aldi via Instacart for 1st time during this stay-at-home period. It worked great. I was able to order abt 95% of what I wanted, and abt 98% of that was available and got delivered within 24 hrs. My 1st 3 orders have no delivery fee, so between the tip, a small service fee and a slight increase in some food prices, I don't think I spent more than an extra $10 for this invaluable service provided at a time when I don't want to go into any stores what-so-ever. The shopper picked great produce and it was packed well. I am grateful.