InstacartReviews 2,490

I place my order this am, opted for the 5hr window, it arrived right at 5hrs, they charged me fully for the order, then when I was putting it away found the left out many of my items I ordered and was charged for. When I called to explain what happened was told it was 2 hrs, mind you for their mistake, so ok, asked to speak to a supervisor, was put on hold for 15mins then cut off, called back, put on hold another 15mins then spoke with the unhelpful supervisor tried to explain it was only fair they get my order sooner and was told it was not possible, then I was told it had not been placed and I would not get it until tomorrow. Shocked at how TERRIBLE the service is and the lack of support is shocking.

This worked for us twice. My husband travels for work often without a car so I thought this would help. We were fine until Texas. He was in Beaumont, and for some reason drivers in Huston kept picking up his order and trying to deliver it to the same numerical address, but in Huston. My husband tried three different times because he really needed a few medical items and had no way of getting to a grocery store. Each time instacart charged him for delivery but he didn't receive anything. When he complained they said they still had to pay the driver, so no refund. HOW is it OUR responsiblity to pay a driver that picks up an order that is tagged for a different city!? Either there is a MAJOR scam ring happening in Huston or the drivers are as dumb as a box of rocks. Either way, we are calling our bank to get the charges reversed. $95 is RIDICULOUS! If each trip is $15 and we only had 3, that is $45... what is the other $50 in charges? Stay away from this service!

Awful customer service. Automated responses from customer service when you file complaint. The service charge is beyond ridiculous and the driver gets absolutely zero from the service charge.

Publix grocery stores are amazing. Their customer service is stellar. The shoppers/delivery personnel for Publix/Instacart are exceptional. Instacart however is awful. Items ordered are not available. Then why offer them to purchase in the first place? Why such a high service fee? If I am willing to pay for the service then you Instacart should go above and beyond to service the customer. And you don't.

If I were Publix I would find another company to service their deliveries. You will ruin their stellar reputation for excellent customer service.

I got my order from Costco. Three items. They over the prices per item by 15%. The total for three items was for $42.58 and tax, but they charged me $48.97. The delivery was for $5.99 and a $2.45 service fee. Also the service fee use to optional, but it is required now.

They charged me $60.97 for $42.58 groceries.

This price is ridiculous. Also, do not buy vegetables or fruit using this service. Often they did a poor job picking these items.

When our grocery order arrived, my husband took it. He did not check the contents of the bags, so he was unaware that it was the wrong order I immediately texted the shopper that it was wrong but he did not respond. I called to complain and requested that a supervisor call me back. Someone named Nicole called me back and told me that the correct order would be delivered too late to make dinner. She also assured me that I would get a $25 credit on my account. The next day I received an email telling me that there would be no credit on my account. The only good to come out of that was that someone made a special effort to get the groceries to me by 6:30 and I was able to cook dinner. I was very upset that I was promised a credit and then the next day told I could not get one.

High prices for items and service, shoppers sent to worst stores in the area (as opposed to my own), stores are always out of the things I need and send me close to expired items and old produce and they can't hit a delivery start or end time since September to save their lives. This appears to have started when the in-store shopper idiocy was implemented. They just don't CARE. And for the premium prices they charge they should.

Really disappointed. 5.99 for delivery sounds great. My $44 order ended up being $59 after all of the fees. You don't know that until you go to checkout. The website is deceptive about how the whole process works.
I gladly added a tip for the shopper/delivery person.
I would have had a better experience if instacart just advertised the true cost of the service.
Also got 2 items wrong. There was no way to communicate with the shopper so that I could tell them not to replace my items with the ones that they chose.
Unfortunately Instacart sucks! Sorry. Won't use again.

I wanted to let people know about something I discovered to my dismay about Instacart to prevent someone from being as ripped off as I feel I was. I was feeling lazy and desperately in need of stuff from Costco, so I ordered it delivered through Instacart. My bad for not reading the fine print on their site, but I assumed the markup was their delivery fee, their service fee and their tip. Well I was mistakenly given the actual Costco receipt and saw that the cost of the items was $307.52, but I was charged $456.45 (a mark up of $148.93)! When I contacted Instacart about what I thought was a mistake, I was told they mark up the cost of each item as well, versus what you would pay in the store. They said this is on their website. (It is, in tiny print in a link you have to click on.). I'm all for paying for services, but an almost 50% markup to have items delivered seems unconscionable to me. I find this particularly distressing since delivery services like this are ideal for the elderly or the handicapped. Anyway, just in case you weren't aware of their policies I'm sharing. Obviously I will never use them again.

So I filled out a application Back in September so I waited for my application to get approved and go through the process I called them five times to get it update on my application all the way into November 1 and they keep sending me around and around in the same circles so I asked for them to just clear out my whole information and when they did that they had to send me to a manager and the manager was very rude and very unprofessional their customer service is not that great for their managers and they really need to improve on thatFor when she had an attitude when she came to the phone and then she didn't hear meeting try to figure out what was the problem and fix it and then she send me this wack email talking about weeding can't verify your identification and we were no longer proceeding with your application but I sent. For when she had an attitude when she came to the phone and then she didn't eat meeting tried to figure out what was the problem and fix it and then she sent me this wack email talking about weeding can't verify your identification and we were no longer proceeding with your application but ISent in my identification in three times in the last manager that I talk to said yes we got it and it's very clear so yeah they're shady and they're rude and have no per sent in my identification in three times in the last manager that I talked to said yes we've got it and it's very clear so yeah they're shady and their rude and had no Professional conduct

I wish I didn't have to give this company a star at all! They send you an email and say you can unsubscribe BUT the link they send takes you to the log in page to start shopping! I will never do shopping with them again. They say your email is wrong when placing an order and say tell you that your zip code is wrong! I think I know my zip code! Then when you try again and it still doesn't work they freeze your account until you call them and jump through hoops proving you are who you say you are! Who has the time for that nonsense! Done! Done! And Done!

I reside I UK and used Instacart to send groceries to my brother in Florida who is suffering from Leukemia. I use the internet for most of my shopping. However, with Instacart I was not aware that I would be charged an annual service fee of $149. When I wrote to the company to explain the reason for using the service in the first place and the fact that I didn't realise I was committing to year's subscription I received a very feeble response.
Avoid at all cost!

I ordered groceries from Publix. I kept getting the message, spend so and so more and you'll receive free shipping. So I shopped very carefully but reached the point where I would receive "free" shipping/delivery. BUT when I checked out, there was more than $4.00 charge for the driver, and there was another more than $4.00 charge for "service." So, the free delivery cost me more than $8.00. I will never use this service again because of the false advertising and I feel ripped off!

I'm a paid member of Instacart, but not at all happy with them. They market delivery in 1-2 hours. At noon on Friday, we ordered 21 items from Publix including sub sandwiches for lunch. At checkout, they gave me the only option of delivery between 10-12 the following day (Saturday). I called Instacart Customer Service, but they really couldn't give a damn. I told them this was a breach of it's delivery contract and I wanted a refund of the $149 they received.

OK, we decided to try Instacart after a friend recommended them and we signed up for a two-week trial of free delivery. Glad we tried it once b/c we would not go back.
First of all, their delivery windows are not great and so in order for it to work for us we had to have a delivery on Monday evening when we usually do the shopping over the weekend. But we weren't home during their skimpy weekend time frames and is the point of not having to go to the store also not having to be at home for hours on end waiting for a delivery during your weekend?
We also thought we'd use Instacart to do double duty -- Costco (which we go to about once every two months) and grocery store (except for the produce, which we still wanted to choose for ourselves).
I am sooooo disappointed with what came from Costco. The WRONG toilet paper, Scott, wrapped in wasteful individual rolls. It is industrial strength and gross and so thin we will likely not run out of it for years. Every time I use it I get mad. I may end up throwing it out and going to buy the correct brand, Charmin.
The WRONG turkey -- instead of nice thick slices in individual packs these are shrink wrapped super thin and wadded up slices in tubs. Yuck.
The right milk but too close to sell -by date. One of the milk's had a sell-by date of 10/24 and on that day I poured it into my son's breakfast cereal full of chunks and sour. Gross. Not making a special trip to Costco to return even though technically that is not Instacart's fault that it went bad early.
Other things they were supposed to get but then it turned out they did not have when they went to the store: too many to even list here.
As far as the grocery store, again, a bunch of items that were unavailable, necessitating multiple extra trips to the store once I realized what was missing (b/c I was not home to take the delivery).
This disappointment is in addition to their markups on prices, which are WAY over the top.
I read that there would be some mark up but they were 10-20 percent more on just about every single thing.
Totally not worth your time, total rip off.
The idea is great, the execution is HORRIBLE.

I have used them twice. Employees do not read, wrong items arrive. Instacart does not adjust your original order total to the actual total billed. Their email stated,
"Your statement will reflect a final
Total charge of $60.16 within 7 business days of order completion". The receipt driver provided has a total of $43.51. I ordered last night Oct 24 and this morning Oct 25 I had a deduction from my bank of $59.50. Not even their accounting/technology is any good.