InstacartReviews 2,491

I have spent thousands of dollars on Instacart, ordering weekly groceries over the last several years. Without fail, they manage to screw up the order and/or delivery every time. Today, delivery of $200 worth of groceries was supposed to arrive btw 9 -11 AM. It's 8 PM. They never showed up. I complained on line and was told the delivery arrived at 8:44 AM. It DID NOT ARRIVE and STILL HAS NOT ARRIVED almost 12 hours later. I am now on hold (20 minutes and running), speaking with customer service and managers who indicated that, in fact, the delivery was never even MADE! So the online person lied or was misinformed. Either way, their operations are a disaster. In addition, they are ALWAYS out of 20-50% of the items I order and generally replace them with higher priced items (even if I have not selected those replacements during the ordering process.) Now, after telling me that the delivery would be made within an hour, the "manager" came back to say the window is closed and cannot be delivered until tomorrow. I asked for a refund and will not be using this service again. The CEO, Apoorva Mehta, should be ashamed. He has a fulfillment background from AMAZON? This would NEVER happen at AMAZON. Do NOT shop with Instacart.

First of all, I pay Instacart to eliminate stress from my day. I don't order from Instacart to give directions on how to get to my house, or to open the door to a Jamaican animal in heat. I don't need to deal with that, and if I did, I would save my delivery fee and aggravation and just drive to the store myself. Please please, re evaluate your business and the people you use to deliver goods. We, as your customers pay because we can and want to fix a problem, which is not drive because of time or whatever. These delivery drivers need to get a brain check and come down from their clouds. We are not in Jamaica, and hey need to have some sort of bed sire manner and control their attitude. Also, train them to check their items so I don't have to call after they throw the items on my door because I'm missing items I payed for. Just a waste of energy, time, and money if anything. First and last time.

I signed up to work for instacart and they told me my background did not pass which is a misdemeanor which was back in 2014 and have no other record but yet they will let someone who has been in trouble for theift and spent prison time for it which was a felony do it they need to rethink on who they are letting do it and not do it oh and I also know someone who has felony drug charges doing it too which are decent felony charges

Instacart is not Insta-customer service
Garbage! This is the perfect marriage of horrible customer service, high prices and lagging technology. Instacart asks you to choose a delivery time. I choose 4pm-5pm. The delivery happened at 1:50pm. That's not even in the ballpark. A rep from Instacart called to tell me the groceries were left on the front step of my apartment building. When I asked the rep for an explanation of what went wrong. He told me I should have been tracking my order through the app and that I could have told the shopper to stop... basically it was my fault. I do not have a job where I can sit on my phone just in case a shopper does not know the difference between 4pm and 1:50pm. Needless to say, I could not get any friends to grab the groceries cause we all have WFO (work from office) jobs. I was missing items when I got home and Instacart has yet to return any of my call or inquiries on what they plan to do aside from the $5 credit that is a slap in the face because it cover the delivery fee.

I was a valued, faithful customer. I would spend at least $500 a month or more shopping. One day I placed an order. Hours after it was suppose to arrive I went back to my account to see if I was sent something that I missed. I was unable to access my account as if I was logged out. When I tried to log back in an error message popped up. When I called customer service they informed me that my account was deactivated. The gentleman was unsure how it happened. I was than transferred to a manager who was unsure also how my account deactivated. I was told I'd get a call back in a few days. 4 weeks later nothing, no response. When I called back I was again told they were unsure how it was deactivated and would now reach out to me through email in 48-72 hours. The women I spoke to sounded irritated that I couldn't understand her name and the whole time was flat like she didn't care. Back to the waiting game.
There were minor issues with my orders at times but dealt with it but this was unacceptable.

My apartment is a little tricky so I always try to make it as easy as possible to navigate. I've used Instacart 3+ times and every time I get drivers who are rude, complaining, and unprofessional. I'm in a gated community so the trip from the parking lot to my actual apartment is a bit far but nothing crazy, my last order the lady complained and cussed horribly at my boyfriend. I won't be using this service any further. The app itself is great tho and easy to work with. I've never had an order messed up, just bad service.

I ordered $400 of groceries from Costco via Instacart. Their website said I qualified for Free Delivery, but on my invoice at checkout an $18 service fee and an $18 tip both appeared in addition to tax. When I called Instacart CS, they said I could only receive Free Delivery if I signed up for Instacart Express which requires a $9.99 monthly fee. $120 annual fee is not Free Delivery in my book. The last time I ordered from Instacart, they forgot $20 worth of groceries, but would not give me a credit on my credit card. They promised a $20 credit on my next order, but I didn't get it. Don't do business with these dishonest people.

Placed an order, and within one minute cancelled it (it had the wrong item as part of the order). Placed a second order with the corrections. We hit the cancel button and it advised us the order was cancelled. Later the order shows up. And then the second one shows up. We got charged for both orders. I wrote customer service (joke) and they are as dumb as a rock. They just can't figure out what I am trying to tell them. Their CEO has a bigger problem than he thinks. What a POORLY run company, with not a clue what they are doing. Go with the grocer delivery service themselves--you'll be much happier.
Obviously by the reviews besides mine, this is a joke of a company.

Ordered from Instacart; right before my order was supposed to arrive, it was pushed back 2 hours and I was notified via email. I attempted to contact somebody because I would not even be home in order to get the order at that time and was unable to reach anyone and my order was then canceled altogether. I sent multiple emails to the company about the issue and never received any response from anyone. This will be my first and last interaction with the company

If I could give this program a negative 100, I would. I have used instacart probably 6 times and 2 out of the 6 times was my order correct. I had to call customer service multiple times and they did assist, but after calling multiple times you would think management would tighten up. I do not know if these shoppers receive training, and if they are, it is horrible. I placed notes on how much produce and meat I wanted to be more specific. The shoppers were not reading them at all, or did not know how to read the scales in the produce aisle, or able to calculate the pounds of meat. This job must require people to be able to read and do basic math; which should include conversions. Or give the shoppers conversion cheat sheets. I was left with wrong orders and one time I had to get a shopper to redo the order over 3 times. That is UNACCEPTABLE.

Secondly, the drivers were fine, except for the last one I received. She did not speak a word of English because she was texting me; even though I stated to call me as well. Again, how can she call if she did not not speak English. She also had the audacity to curse me out because she could not communicate with me. I was lucky enough to understand most of what she was saying, but could not respond. The basics are essential because drivers do not know what home they will show up at and communication is essential. I reiterate once more, human resources needs to be better and stop allowing mediocrity to happen and take care of your customers, especially if they are paying a service fee and tip. I would not recommend Publix Instacart to anyone because I gave multiple chances and they failed constantly.

My mistake was paying the annual fee, because once they have youthey don't act like they care if you're unhappy.

Two complaints: incredibly inconsistent service depending upon who your assigned shopper issome are great, some aren't. But it's the luck of the draw. And now, according to my last delivery person are using store employees to shop and their people only to deliver. These store employees evidently don't share in the ratings you make or ever see you-less motivated for good service. I guess it's a way for them to expand quicker at a lower cost to them. But, it's at the price of much poorer service for us.

Second- they are always asking for feedback. But it's just a canned, pre-programmed system designed to crank out replies in the shortest available time. Companies who really care about customers don't use systems like this.

Don't use this application. I am a regular customer who uses instacart. I have a bad back and I cannot lift a 24 pack of water which is the sole purpose of placing my order to deliver the water. Every time they forget it. I even have a note permanently with my account reminding the employee not to forget the water. The last occasion this happened it was remedied; however, last night was the worst service. Not only did they, yet again forget the water, but the reordered it and reassured me it would be delivered. I get a voice mail from instacart telling me the supermarket ran out of water. I personally called the supermarket, and rest assured they were fully stocked. The employee of instacart refused to put me in touch with her supervisor and refused to remedy the situation. Do not waste your time, this business is a scam.