Kim L.

This company is not customer focused. They prioritize their corporate greed over good customer relationship. If you place an order, check carefully for items missing. They purposely make it extremely difficult to report missing items and request a refund. Also, they have a company-centric, highly flawed system whereby the Instacart shopper texts you if they decide to substitute something else when an item you originally selected is not in stock. When you receive the text it comes ONLY with a "approve" button (no "refuse" option, I'm sure this is on purpose). Then, even if you don't approve it, you get the substitution. Why? Because they don't want you to be able to deny anything--they make more money that way. All of the substitutions on my order were MUCH higher priced items that I didn't want which makes me questions if all these original items were really unavailable or if they just wanted to get me to buy higher priced items so they make more profit on the 15% mark-up. When you originally order, they do allow you to arduously choose "no substitutions" for EVERY item (one at a time) in order to avoid any substitutions. Be careful--this company is bad news from an ethics standpoint. Also, once you have a problem, there is no immediate way to connect to Instacart to report the problem on your original or delivery confirmation. It says "Report a problem" but that only leads to a rating of the shopper/driver on a 1-5 scale (with no way to SOLVE the problem). Go to Instacart's website and it is nearly impossible to find a way to report a problem on that site. You have to Google and get the contact info. From a source published outside the company. I'm sure this is all purposeful too as they hope you'll just give up and not work to demand the refund for missing items.