Instacart

They've always given me good customer service. I've been a weekly customer for several years. Sometimes the shopper gets an item wrong or ignores my messages, but instacart has generally done a good job of taking care of it

We had a horrible experience with Instacart and their prices are deceptive. My husband was recently injured and I work full time so grocery delivery is not something we frequently use. I ordered $275 worth of groceries and they only delivered $205. They picked out terrible cuts of meat and produce. I was charged $257... the $52 was in extra charges on top of our groceries! Service fee, delivery fee, heavy order fee, premium and then I gave a tip as well. I was not aware of all of these fees and they were extremely rude and would not refund any of them. They are taking advantage of people during a pandemic. I will never use Instacart again!

First time using Instacart and most definitely my last. The shopper picked out several of my items wrong and without approval and charged a case of beer that I did not approve to keep. I have contacted Instacart via email and chat more than 10 times and have not been able to speak with anyone. I dont want anything free. I want my stolen money back. Your shoppers are immoral thieves. I will be filing a complaint with my bank. I wanted to let the community be aware that there are better options to grocery delivery that do not involve all this wasted effort.

I had surgery. Used Instacart once to deliver groceries. There were errors made on the delivery, but worse than that, I found a $149 charge pending on my credit card. It had nothing to do with the groceries - I had already been charged for those earlier. When I finally reached them they said it was a "Membership" charge! I NEVER agreed to any membership and it was not mentioned on their website. They eventually removed the charge. Please don't use Instacart unless you are desperate. Peapod worked very well for me.:-)

My daughter encouraged me to work for instacart so I started a few days ago. They say we will make a "lot of money" but we need to pick an item in 30 seconds. The first day the instacart lead helped me finding a few items and still I made 150 seconds time. Yesterday instacart left me completely by my self (never shop at Mariano's before) and it was hell. The supermarket employees did not know where the items were or they told me wrong. The deli counter took 7 minutes to cut half pound of meat. And to end the whole nightmare the cash registers were full of people and took forever. So how can you do a fast accurate shopping with no support? No support from instacart, no support from the store and the money? I made $14 an hour average. Ho yes instacart keeps 80% of the tips. So don't tip because the shoppers will get only 20% of your money. Team work? None you are in your own. Terrible company to work for and I've been working for instacart two weeks only.

Words can describe what I went through with this service. I had planned to fix a nice dinner and they never showed up with any food. I kept watch in the status from their app and apparently someone named "Fred" was finally loading my cart 3 hours after my scheduled delivery time. Needless to say the driver "Fred" never showed up and I had a low blood sugar episode because I feared leaving to buy food thinking he might eventually show up as the text message indicated he would.

I tried the site once with my roommate and had a good experience, so decided to try again. I ordered over $100 of food for delivery within 5 hours. After the latest estimated delivery time had passed, we called the company. We were on hold for 40 minutes, after which we learned that the driver had left earlier and there was no one else to drive the order until tomorrow. This was especially frustrating because we were waiting for dinner groceries. The representative I spoke with was very nice, but it is unacceptable for the company not to inform me of this whatsoever, especially since the problem on their end occurred hours ago. If I had not called (and spent 40 min on hold), I am not sure how I would have ever gotten my food, or at least refund. Our order was rescheduled and hopefully it will actually show up this time... would not recommend using this service, especially not in a time crunch.

I tried the one free delivery from Publix its some random non Publix employee and 14 days later they charged my card $149 for instacart. Not a Publix business. Its a middle man and its a scam. Unfortunately people who dont keep close track of their account are losing $149 left and right. The girl who answered when I called instacart even admitted that it is written in tiny print

They got my produce order wrong (reversing the bananas and peaches), overcharged me as a result, then offered me a store credit but no refund on my credit card. Also, in addition to the $9.99 delivery fee and $2 minimum tip, which were disclosed, they added a $2 'service fee' which was never disclosed. Customer service is handled by unfriendly emails only - no phone calls or chat. Aside from those things, the actual delivery process was fine, which is why they earned two stars rather than one.

I used Instacart a few times. I got injured and need the service.
Absolutely the worst service I've ever had.
First part of the ordering process is pretty good. Very fast but,... and it's a big one. The delivery people OMG! Incompetent doesn't cover it. Most of these people must be from another planet.
They can't find the address even though they use GPS and if they do find it some of them can't use an intercom. One girl called dispatch to get my phone number so I could let her in? It took a while but I finally got down there. I said: I guess you didn't have the instructions and then I noticed she had them in her hand. I said: you have them right there I can see them it says use the intercom. "What intercom" the one three feet from you. The big silver box. "Oh that, those things never work" WHAT?!
I could never make this stuff up and I'm a writer. I've got a few more just as crazy.
I will never use the service again. My blood pressure went up. It ain't worth it.

I had two orders -
1 from Costco. They didn't deliver the item although charged in my order. I checked with Costco, the item is not even available in Costco for past few weeks. And no receipts from Costco.
Second one from Sprout. There are 7 items refunded in my order, but they deducted original price, tips and service charge.

Instacart just sucks! There is no customer support. Nobody response in Chat/Phone.
They are taking advantage of this situation and stealing customer money.

I am seriously thinking to complain against them. Anybody knows what is the legal way?

I live in Canada and wanted to have a gift delivered to a friend who had helped us out. We went on line and placed our order. This was in St. Petersburg, Florida and our shopper was Alex! He was amazing. He picked up our order and kept us posted of his progress all the way from shop to delivery. Amazingly from start to finish it took less than 45 minutes. I highly recommend this service and will use it again. Also, Alex you were wonderful. Thanks so much.

Customer service is abysmal. Items ordered are marked up by instacart, so membership fee is only part of what you are paying for. Also, weird service charge on each order, which, it turns out, is the instacart slush fund and does NOT go to employees. I am recovering from surgery and really appreciate the convenience of this service, but so many hidden costs and poor response from customer service makes it seem like a scam.

The delivery person was the only good part of this experience. I will now buy directly from Costco for delivery. Never from Instacart. Here is why:
1) I ordered a carton of 8 Fuji apples; two arrived fully rotten and covered in mold which was quite visible; the "Packed By" date was more than a month before the delivery (see photo).
2) The 2.5 pound package of organic celery showed a "Use by" date of Mar 29; delivery day was today, Mar. 30. (See photo)
3) two carton of ice cream bars were melted; I thought they would be packed in ice; they were not.
4) I thought I was paying Costco prices; I did not realize Instacart jacked them up, some almost $3 per item.

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 had the worse time on there I was wrongfully kicked off in the middle of my order twice then sent them my driver's license and credit card pictures only to have them refuse ro repay me back my money all because it was prepaid so I guess they are really picky with the payment method to a serious dumb tee. I want my 40 dollars back

I've never had this issue until the last couple of orders. Instacart isn't clear when ordering produce, but as far as I know, ordering 1 ct of bananas means one bunch. I even write in the additional notes and instructions to get once bunch. But they still only bring me one single banana. Same issue with sweet potatoes. Huge waste of money that I can't get back.

I love Instacart and have used them for years and years. It recently came to my attention by a flyer a delivery person put in one of my bags. Before you complete your order click on the service charge and default it to $0 otherwise you will be charged. This doesn't go to the delivery people only tips do. You have to do this every time you place an order. The customer service team did do a great job refunding me over $500 in service fees. My rating is only reflective of this deceptive annoying practice. It should be taken off there system entirely.

Total rip off scam of a company. Some store over charge. Does not honor the terms of agreement they have available and steal the rewards and money people earn on their store rewards card. Terrible customer service and wait times.

Brian E. (Instacart Customers)

Feb 21,2:19 PM PST
Hi Mike,

Customers who shop with a loyalty card on the Instacart platform will not receive in-store sales, but will be able to collect any loyalty points that accrue on their card. Sorry for the inconvenience.

Some how when I use instacart app I get a total of what my order will cost but does not agree with the check out cost. The shopper can make replacements differing in number, kind, brand, weight, and quantity but I get charged for the original list of items I ordered. Needs to be verified, fixed. Happens often.

Shoppers are late more often than not. The NEVER ONCE have used a cooler or other method to keep perishables fresh. Frozen fish has come completely thawed out and ice cream consistently melted all over my groceries. I've had to stop buying anything truly perishable. Four times I've asked a supervisor to call me to discuss the problems and I've never had a return call. Supervisors more than once promised me the shopper would shop at the store only two blocks from me but they consistently go to a different store anyway. They have now confirmed that they lied each time they assured me of that. I probably take three times as much time to get groceries delivered than if I had just gone to the store. The shoppers are clearly taken advantage of.
Even though most are friendly and try to be helpful, the company ties their hands. Unfortunately, I may be stuck with Instacart until the pandemic is over. I can't wait to go back to the store myself.

I wish they were negative stars. From blatant sexual harassment, missing items that is a regular occurrence, not able to reach anyone, different answers from each person, a telephone number that rarely works, missing $80, and their inability to solve any of this

I used Instacart one time. It did what they said they would do. The lady delivered my groceries was nice enough. But then my bank card starts getting hit with little charges before a $149 charge appeared today! I never used them beyond that one time. Got tired of being put on endless hold dealing with them, so I called my bank, which had to deactivate my bank card. How many of you has this happened to?