Laura H.’s Reviews of Instacart & more

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Instacart

Grocery Delivery

“They substitute items when I state refund only”

12/10/23

• Updated review

The last three times that I have ordered from Instacart I have specified on every single item - no substitutions, refund only - and every time I receive substitutions.
This is a bait and switch to get the consumer to pay for items that they don't want.
Every time I have to call and waste 45 minutes explaining how Instacart ignores its customers orders, and that I want a refund for those items.

I even have on the notes NO SUBSTITUTIONS.

What do I have to do to get exactly what I order - and no replacement of it is out of stock?

Obviously this is intentional as it has happened three times in a row.
Terrible terrible customer service.

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“HORRIBLE. I will NEVER order from them again.”

8/12/16

• Previous review

I went on line to order from Instacart for the first time. The food was from Costco.
They put a big surcharge on top of the price.

1.The site said my order would be delivered with 2 hours, but when I checked out, it said it could only be delivered the next day between 1 and 3.

2. I stayed home to receive the order, but at 1:15 I got an email saying my order would be now be delivered between 3:15 - 3:45

3. After emailing them that this was a bad experience for a first time order, I got another email saying it would be delivered by 3 plus a 5.00 credit on my next order and free delivery next time.

4. At 4:00 when I had STILL not recieved my groceries, I got a 10.00 credit on my next order.

5. I then got an email saying my order had been delivered.

6. It had NOT been delivered.
Then I called. I waited 20 minutes to finally speak to two people on the "happiness team".

7. My order arrived at 4:30.
All of the food was hot - including 4 flank steaks which I would not risk eating.
It was close to 100 degrees outside and they had been in it for several hours - AND although Instacart says they will be kept cold, they were not.

8. I finally got a supervisor (Crystal) who agreed to credit me the amount for the meat on this order. $140.19.

9. Afterwards I looked at my bill again, and realized that they had OVERCHARGED me 96.42 - the bill said I had 14.32 lbs., when I only ordered - and recieved 5.5 lbs!

Next time I will go directly to Costco. It would have taken me less than half the time, all the aggravation - and cost much less.

Tradesy

Used Clothing

“They hold your money as long as they can.”

3/6/18

Held my money for 3 weeks and then said it would take a week to transfer it to paypal.
They obviously have cash flow problems or are holding on for the interest.
Either way - I'm canceling my account.