InstacartReviews 2,491

We live within 3 miles of Publix, and had 2 wonderful deliveries from instacart. The 3rd one was awful: forgot our mop in the back, and did not deliver any of the refrigerated items. When called, they said do not contact the store - of course not, don't rock that boat. But we did, drove down and got the rest of our order BECAUSE THE PERSON SAID IT WASN'T HER FAULT AND THE CUSTOMER SERVICE PERSON SAID DON'T GO BACK TO THE STORE TO PICK UP OUR ITEMS. Asian dude, probably Chinese...

I order for delivery to be deliver in a five hour window after 2 hours was told would arrive at a time that I knew the store closed so I reached out to support to let them know and receive two different emails on saying a driver was assigned and the other one said driver has not been assigned yet but no need to worry. That I recieved a email that shopper was shopping which I knew was impossible due to the fact store was already closed. Finally support calls and says she couldn't shop because store was closed no kidding I cancelled order and will no longer use insta cart

I've been using Instacart for grocery delivery for a few months now with very good service (correct items, timely delivery). The only reason I can't give it a 5 is because the website is so slow now (it didn't used to be). There is a script that continually runs on the webpage that makes the page stall when moving from item to item. It takes forever to place an order now. If I choose to stop the script, the page looses the options to add items to the cart so I can't order at all. Because of this I may have to switch to a different service, it takes me forever to just build my cart before checking out now. I've tried using google chrome and IE, same experience with either browser.

Shockingly bad. I placed an order through them recently that never arrived. Instacart claims to deliver within 2 hrs. Not true. They gave me a window that was about 8 hours after my order was placed. Okay, I can live with that. I had an 'appointment' for delivery between 7pm and 8pm. Not ideal, but still plenty of time to use the ingredients in my order to make a late dinner. Well, at around 6pm they texted me that they weren't going to make that time-frame. My order would be arriving btw 8:15-8:45. No, not okay. Some people in our household are getting ready for bed that late.

I attempted to call customs service to complain (or tried to---they made it very hard to actually talk to anyone). Once I was able to track down a phone number for customer service support, I got a bad connection to someone in India who I could barely understand. She put me on perma-hold for about 15 minutes until I finally gave up. All the time I was on hold I was trying to submit a customer service complaint online, but the form would not process. No doubt their system crashes often due to the torrent of complaints. I'm glad I cancelled my account with them. I ended up shopping elsewhere the next day.

After going on line to read customer service feedback about Instacart from others, I was shocked to learn that they often NEVER show up with your groceries, even when you have an appointment for them to be delivered and have paid in full. Unbelievable.

I have never had a single delivery without hiccups, they either don't deliver items, don't even try to replace them, and a few times DELIVERED TO THE WRONG ADDRESS. Think about how I felt when I spent $100 on my food for the week and it was nowhere to be seen after being marked 'delivered'. Stay away from this service unless you want to just throw your money in the fire and get nothing in return.

I have a very young child and a an extremely busy work schedule and so I use instacart About once a week or once every 2 weeks. The service is always inconsistent! When it is good it is excellent but when it is badd it is the absolute worst! Drivers deliver my food to my neighbors homes or I will put in the instructions to either notify me if they are out of the product I am requesting or I will provide a specific product as a replacement and neither seems to work! I feel is though the people that are doing this are not the most competent! The ones who are great never seemed to stay with instacart that long. What's worse is that when you have an issue and you think OK well at least I can call instacart and they will make this better know they only make it worse! Naturally when you call you don't get anyone locally you are calling India and unfortunately although they say they speak fluent English they do not and they ask you 4 or 5 × 2 repeat yourself and by That point I'm even more irritated and then when you ask for a supervisor and one that speaks fluent English they were fuse and you have to yell and scream to get any service it is absolutely ridiculous! I already pay a higher price for this service and you would think that they would hire only the best people that at least have good common sense and good customer service but never they do not so now I think I will just go back to stopping by the store myself. The time I spend in irritation dealing With all the incompetence of instacart I could have picked my son up in the car going to the store got in the groceries I need it and come back. You guys really have no idea what good customer service means it's pathetic!

I ordered through Kroger online to have my groceries delivered. My original timeslot was 9 to 10 PM and I continued to receive updates through text throughout the day. As time passed I received another text saying that my shopper would be late making the new delivery time 10 to 10:30 PM. As 11 o'clock approaches I called Instacart asking where my groceries were. They told me that a driver wasn't even assigned to deliver my groceries, even though I had scheduled them to be delivered tonight this morning, giving them plenty of time to find one. They said they "didn't know what to tell me" and that I could reschedule for another time tomorrow. I will not be using this service again as it is seems that the delivery is not even guaranteed and has very poor communication. I waited up until 11 pm for my groceries, having to be up the next morning for work and they never came. I am very disappointed.

I created an acct and added my credit card but decided I didn't want therefore I didn't purchase anything, also sent multiple emails asking them to cancel and just delete my information. I kept getting back a reply that said they would get back to me in 2 hours, mind you... this was about 3 weeks ago... nobody ever got back to be and today I see and $99 charge on my credit card. SMH! I sent another email and again, got a response that they will get back to me in 2 hours. This is a rip off and I will dispute!

I have used their service for almost a year with no complaints.
Today I placed an order that was never delivered and no one bothered to send me an email or text. My call to
Customer service revealed no email was sent and my order was in some sort of limbo but not my payment which was already processed.
I will not renew! They are not able to "deliver" on their promises and the service has gradually gotten worse. As of today it's completely broken.

The price that the items were when I placed the order and the price I was actually charged is NOT the same. In fact they gave 3 different prices for the same exact items before charging the 3rd price. I am including screenshots. The 1st prices the ones that the items where when I placed my publix order order were over charged by a total of $4.07.: Idahoan Buttery Homestyle Mashed Potatoes (4 oz) 3 x total= $1.63 Chinet Classic White Dinner Plates, 10.375" 32 ct 1 x total = $3.55 Crystal Light Pure Peached Iced Tea Naturally Sweetened Drink Mix 2.28 oz 1x total= $1.47 Crystal Light Decaf Iced Tea Drink Mix, Lemon 1.5 oz 1x total= $1.47 This was not the prices when the shopper checked out. Here is what was then showed: Idahoan Buttery Homestyle Mashed Potatoes (4 oz) 3 x total= $2.46 Chinet Classic White Dinner Plates, 10.375" 32 ct 1 x total = $5.31 Crystal Light Pure Peached Iced Tea Naturally Sweetened Drink Mix 2.28 oz 1x total= $2.21 Crystal Light Decaf Iced Tea Drink Mix, Lemon 1.5 oz 1x total= $2.21 THEN they changed the prices AGAIN! The final charges were: Crystal Light Decaf Iced Tea Drink Mix, Lemon $1.85 · 1.5 oz 1x total=$1.85 Crystal Light Pure Peached Iced Tea Naturally Sweetened Drink Mix $1.85 · 2.28 oz 1x total=$1.85 Chinet Classic White Dinner Plates, 10.375" $4.43 · 32 ct 1x total =$4.43 Idahoan Buttery Homestyle Mashed Potatoes 4 oz 3x total= $2.04 How can they in any way justify this? The charged total for these items finally settled at a total of $10.17 when the price at the time of the placed order was $8.12 for a final over charge of $2.05. This is not even about the money. It is about the fact that they overcharged me and then failed to do offer customer service for it!

BEWARE! You will spend more time dealing with Instacart than it would have taken you to go to the store! I have spent too much time and energy trying to get money back from overcharges (especially overused bags, i. E. putting ONE item in a double bag - you have to pay $0.10 per bag in CA) and fighting with the service and their shoppers. The functionality and service has gone super downhill for the past 6 months and when I tried to cancel within days of my auto-renew, they have refused. My mother accidentally placed ONE order within days of the renewal (because she didn't know about the problems) which is their excuse for charging me $99 for 12 months of service that I will not use for 360 days out of the contract. All customer service does is send you canned e-mail answers and don't bother to actually read your messages. Just came to find out that the 'service fee' (or something along those lines) that was on every order I had for the first 6 months or so was 'optional' and I could have opted out although it did not appear to be an option and no one ever said you could. That fee is now gone, but I probably lost $100 over the span of that time.