InstacartReviews 2,491

When you think if a brand it should resonate a feeling of happiness and quality or disgust, and agony. Instacart just makes me feel like a bad relationship I need to stay far away from. It's like the ex who you breakup with and then a few months later they come crawling back begging for forgiveness. You say what the hell, I still love 'em, let's give it a go. Only to find what's in the past should stay there. Here is a company that can forgo dramatic changes to its infrastructure and I would never think to do business with them again. I've never had any issues with the shoppers but their management is poor. $9.99 for a monthly subscription, only to get unsure times of delivery or no delivery at all. Three times I had to send my kid to bed without eating nothing more than a pudding, yogurt, or jello waiting on my groceries that never showed up. When you call customer service the amount of ridiculous excuses they give you would think your dealing with a four year old. "Here's $10 towards your next purchase". Seriously?! I'm paying you for a service, if you can't deliver your end of the bargain then your word is shot to hell. I've never had an order delivered within the hour as advertised. The fastest was two, the longest - within a five hour window. Those I can deal with because I know I'm not the only person waiting for groceries. But, when an order is placed at 4pm to be delivered at 6pm but rescheduled for 11am, the problem lies in communication. I'f this whole system is based on independent shoppers - then let the shoppers tell the customer when they can get there so everyone can plan around each other. Otherwise, put up an out of business sign because that's where this company is headed. Their retention ratings are low all the way around the board, and they don't show any apathy or empathy when losing a long term customer or shopper. Guess we'll be walking eight miles to the grocery store until I get some new wheels. That or pay $80 on cab fare.

Not only did Instacart charge me for delivery (when my order was free) but they put on a recurring charge my grocery bill, delivery charge and a 99.00 monthly service fee. When I attempted to contact them, with the same information I ordered with, they could not find me in their system which resulted in my having to close my credit card and open another.

Don't use them! Even though I really loved their personal shopper experience, the shopper could not even update the app with exceptions.

Did you know most grocery stores in your city deliver groceries for a fee, but the grocery prices are less through them and you save more despite the fees? Did you know Instacart has sizes made for them that are much smaller than the sizes you're used to seeing, so you end up paying the same as you would the normal size for a much smaller version. Did you know Instacart once recommended 10% tip, but changed it to 5% then started recommending 5% service fee that went to the company. Did you know that there was backlash for this change so they took away the service fee, but still recommends 5% for tips. Did you know you can put things in your cart that have coupons attached that can change the next day if groceries aren't delivered on the same day? Did you know Instacart can say they're charging $. 13 per banana or any other item and then in small print charge you $2 a lb. or whatever they want to charge per pound. These are just a few of the experiences I've had over the past 3 years using their service. I was an express delivery member, but I will not be upping my subscription this year. I ordered my groceries through my local grocery store and compared prices. I saved $25 for my order through my grocery delivery service over Instacart for the same or smaller items. Instacart is not a company with integrity. It is our job as consumers to find other businesses to support and not allow corporations to continue to make money without doing the right thing for both consumers and their employees.

I placed my order at 10:30 am with a delivery scheduled between 8 and 9 pm. Then I was told the delivery would be delayed and would be here between 9 and 9:30pm. Well that never happened. I called at 9:40pm and the customer service girl told me there wasn't a shopper assigned to my order yet and she had no idea what time I would get my order and there was nothing she could do about it! The best she had to offer me was I have to pick up my order at Wegman's tomorrow at 1pm. She couldn't even offer me an earlier pick up. Then she gave me a hard time about crediting the delivery charge until I said why should I pay for delivery when I now wasted all night waiting, I'm not getting my order delivered, instead I have to pick it up! I then asked to speak to a manager and was told I had to wait 29 minutes! Well I have now been on hold for 50 minutes and still no manager! They were fast to take the 190.00 out of my account this morning, however i have no order and they haven't credited me for the delivery charges yet! Poorest customer service I have expin a very long time! Never again will I use them!

I bought an Instacart gift card for a friend via my own account. It's only disclosure was you can't use it to buy alcohol. Ok cool, no problem.

Friend goes to use the gift card and is told that even though the card has balance enough to cover the groceries, delivery, and taxes with about $20 left over, it can't actually be used for delivery fees and taxes too.

They wanted her to give her credit card so they could charge the ENTIRE order to it, then refund it back in "4 to 5 business days" after they took the balance of JUST THE GROCERIES from the gift card. No. That is shady. Her total was far less than the gift card, even with "overages" from substitutions (which she had noted no substitutions on anything), there was enough to cover everything.

I called them. It took the guy an hour to find my account with the only e-mail address and phone number I had on file. I was logged into my account being told I didn't have an account. He finally found my account "somehow" with the exact same information I gave him at the beginning of the call.

We had the gift card refunded to me.

I'm pretty sure every gift card I have ever used has allowed tax and shipping to be covered by them. This just stank too much. Very scammy.

We combed the TOS twice, and all of the info we could find on Instacart Gift Cards and this restriction on tax and delivery was not mentioned ANYWHERE except checkout when it's time to pay. If I'd known that, I wouldn't have bothered!

My friend didn't need to spend an hour crying because she wasn't able to get groceries for her family even though there was supposedly $100 "available" to use.
I didn't need to spend an hour trying to control my temper while some phone rep I can barely understand "searches" for my account and tells me over and over the account I'm looking at doesn't exist.

They were the only option in her area. I just sent her the cash via Western Union after that.

I'm a shopper for instacart, and let me tell you how they command us to do their dirty work! After delivering an order to a house where the customer was not home, I was told to wait and wait, in the meantime I closed out the batch and after 15 minutes waiting I got a batch for 39 dollars so I left and to my next batch. The instacart helpline demanded I return the items to the market and they will pay me 10 dollars... I REFUSED! I don't do returns they can hire someone else to do that, if they would pay me the same amount as I was paid to shop then I would of returned the items. So instacart threatens me about shutting down my app and consider me as fraud! I spent 1.5 hours to shop and deliver, and they wanted me to spend another 1.5 hours to drive back to the store to return the items for 10 dollars, NO WAY!

They asked me to return the items even when my shift is over, that would be 7 hours later and what do I do with the meats and cheeses within that time? They told me to bring them to a shelter! I said "WHAT?" Those items are not edible anymore after 4 hours, I am a certified FOOD SERVE SAFE, and I know how to handle food. The bottom line is that I work and like to be paid appropriately and don't want to be punished because the customer wasn't home to receive the order. INSTACART needs to pay their shoppers accordingly. They paid me 35 for shopping, they should also pay me 35 to return the items, that's fair! I will not waste my time to return items because the customer isn't home for just 10 dollars. The worst part is that they added on my profile all the missing items as if I never delivered the items, and that should not have been on my profile! I'm pissed off! I will continue to leave bad review in every site I can.

DO NOT USE INSTA CART. THE INFLATE PRICES, PAY THEIR CONTRACTORS LESS THAN MINIMUM WAGE.

Everything was wrong with my order. This was the first and last time I will ever use Insta-cart. I had 5 items that needed replacements, when I tried to call DION hung up on me 2 TIMES. When I called back again, it was too late to speak to VICTORIA (the shopper) about the substitutions. I did speak to a 2nd rep and she claimed to help get refunds and work things out. Of course the one nice person, I can't remember her name. She was so nice, and patient.

When the order came, Victoria was rushed and rude. Upon looking at our receipt on the app, it says we were double charged. We called Insta-Cart back and supposedly spoke to a manger names Matthew. My receipts showed double charge. He went on to tell me to list the items I was double charged for - I had to tell him 3 times it was the entire order that was double charged. He tried to say that the amount of $200 something was before discounts were taken. I saved $14 dollars, so he had no clue what he was talking about. I sent him the screen shots off the receipt.

Then he went on to explain they can't see the payment end of the order. Transferred me to King Soopers. Then I sat on hold for 40 minutes. So I've spent a total now of nearly 4 hours on this issue.

I have yet to hear back from InstaCart about a thing. I only got passed around. I even had the second person tell me she would compensate me for my trouble. Haven't gotten that either.

I have NEVER EVER received such poor customer service in my life. I will never use the service again. Nor will I recommend anyone use the service.

I placed my order and paid for it three days ago. It has been mysteriously "cancelled " TWICE. It's difficult to imagine a business that can just arbitrarily cancel an order and keeps the payment. They should be run out of business for the horrible service they pretend to provide. If you can wait indefinitely for your groceries, go ahead and use these guys, you may actually receive your delivery (unlike me), however, if you want the products you need to the place you are, USE ANY OTHER SREVICE, THIS COMPANY IS USELESS!

DO NOT use instacart if you are a rewards member anywhere! Instacart says it accepts and honors loyalty cards, but that doesn't seem to be the case. For instance, I am a Kroger rewards member, and even though I give the delivery driver my rewards number, he/she always uses his/her own. Furthermore, instacart does not reflect the discount you get when the rewards card gets used. I was charged $76.88 when I should have been charge $53.08 after the rewards discount. I mean you have to pay $99 a year for the membership, the online grocery prices are higher than in store, and then they keep your rewards discount on top of it. Seems like a scam!

If I could leave less than 1 star I would.
The shoppers and the resolution center don't seem to care about clients at all.
Seems that they do a favor doing their job.
The shopper delivered items to the wrong address, I wasn't able to connect with her and when I called resolution center, they told me that she left bags at the commercial parking lot in front of my building. ( sisco offices) how smart you have to be to leave grocery bags in the middle of office parking lot, which even doesn't connect with my apartment complex.
The resolution center was helpless. They were repeating politely like robots " we can refund you the money".
I will never use their services again.
Terrible experience, poor customer service.

I tried using this company three times, and then finally gave up. Every time I ended-up having to go back to the grocery store myself to get essential items missing from my order, which pretty much defeats the purpose of using Instacart. The shoppers they hire must not ever cook anything, based on the substitutions they try to use. The app is buggy and does not work well. I started just using the delivery service from one of the grocery stores in my area - I've been much, much happier with them than Instacart.

I am Giving 1 because there is no cero. I have 3 babies at home I decided to start using Instacart, I did my order everything was fine. They said they were going to do the delivery between 6:00-7:00pm, then I received an email saying that the food was going to be delivery at 8:30pm. Well I received a call at 8:20 saying that 2 of the bags that I order are missing and they can not do the delivery. This is unacceptable. At this point my babies are sleeping and I can't go an pick up the grocery that I really need

I signed up for Instacart with the hope of getting groceries. After an extensive list, and a lot of time invested I placed my order. I received a confirmation email which was then followed up by an email saying that my account had been deactivated. I emailed them twice and made 4 phone calls. No one could tell me why it was deactivated or help me with trying to reactivate it. I as just told that they would contact me back. Which they simply never did. I've never had such a bad experience trying to spend money. No manager or specialist would answer the phone. They would just keep you on hold until you eventually hung up.

I was home with a stomach flu and had limited resources in the house. I made an order using instacart and paid to have delivery made within 2 hours. As the two hour window was closing I got notification that my order would be 1/2 late. After 45 minutes, I still didn't have a delivery. I wanted to contact them to see if they had an update, and if my fee for 2 hour delivery will be adjusted based on actual delivery time. I was unable to find a way to contact them. When you text the number they have sent you a text too, it bounces back. I ordered food at 12:30, I received a text from the driver stating they were on their way at approximately 7:30 p.m. They verified my address and asked if it was the building with the entrance on my street. I confirmed. I then received a call from a nondescript number, which I didn't pick up because I was on the other line. I checked shortly thereafter and realized it was the driver, and tried calling back. The call bounced back. I then tried to text, and the text bounced back. I never did receive my delivery. I went online to check status, and stated that order was cancelled. Worst service ever. This company doesn't deserve anyone's business.