Instacart Reviews 215

If I could give no stars I would. My food was stolen and I reported it but their version of appeal is to deny the claim. Stating if I needed to replace my food I should have advised it with the shopper. So I have come to the conclusion these Instacart shoppers know that if the send the option to replace it they can steal the food and nothing can be said or done about it. There’s no morals with the company or its hires. I will never use them again and will report them to the BBB if they haven’t been already.

Our car was out of service for awhile and we decided to use the instacart for online grocery shopping at the local Superstore. We didn't realized at the time of ordering that instacart was a 3rd party company. But we ordered 3 deliveries that were free as advertised. All 3 deliveries went smoothly...delivered on time and all items arrived. We were happy customers...great...so far, so good! But after reading reviews here on Trustpilot we decided against on continuing with instacart to sign up for a monthly or annual pass because of a very bad experience with another 3rd party company, Doordash a few years back. Never again we would go with a 3rd party after that horrible experience!! Instacart seems no different in that regard from what we have read here so far. It's a very risky business to deal with, with no guarantees! We do not want to take any chances with them. So, we decided to go with Superstore retail itself and order our groceries online with them. We have 4 deliveries( used one so far...went smoothly) and will sign up for a monthly pass of $9.99 next month. My advice is to deal with retail stores only and stay away from any 3rd party companies if you want no bad headaches!! Just my 2 cents...:-)

The absolute worst! I spent nearly an hour doing a bit shopping getting all my groceries and when I went to pay, my account just got blocked and there's no way for me to even access my grocery list! is this a joke??? I'm never using this crap again! I can't believe a "respectable" company can be so shit! I just wasted an hour of my life shopping, another half an hour trying to find an alternative as I just arrived in Canada! Save yourself the time, never use this crap! Also don't know how I am going to cancel my membership, since I cannot log into this atrocity!

Just be Aware. I have dealt with Instacart for a few years and not had a problem until now. I placed an order on December 9th. My credit card was charged $179.85. The receipt I got with the actual order was $127.61 which was correct as all the items I ordered were on sale but 2 items. There was a difference of $52.24. Customer Service is Deplorable. In fact there is no Customer Service. Live Chat just kept saying "Thank you for your patience, looking into it" but Judy never attempted to solve the problem. She probably wasn't a real person. Then I found an 888 number for Customer Service. The girl explained to me that Instacart charges the price they list. If the item is on sale or cheaper in the store, Instacart does not honour the cheaper price. So I paid $52.24 more than I should have actually paid. I told the Customer Service girl, I am a good customer and I should be credited the difference to use towards a future purchase. She said Instacart doesn't issue a credit for a discrepency in price. So the extra $52.24 goes into Instacart"s pocket. I asked her if it was for all stores listed on Instacart and she said yes. I told her well Instacart just lost me as a customer and she was fine with that. I wanted to let people know to be aware of how Instacart sets their pricing. This was news and a shocker to me today. And know there isn't really a Customer Service that can help you. It is a waste of time dealing with them.

I tried to sign up for the monthly membership and was charged for the annual when I placed my order. I contacted customer service and was give the run around for 2 HOURS and then they told me " So sorry but once your groceries have been delivered we can not issue a refund on the membership". If I wasn't fighting customer service for 2 hours it could have been corrected but they kept listing all the benefits and "suggesting" I just keep it. I have no doubt this is by design. DO NOT FALL FOR THIS SCAM. Customer service will not help you. They will very calmly tell you the same thing over and over until you cry or give up. They do not care about their customers at all. This is the worst customer experience I have ever had.

I've dealt with Instacart for a couple of years. Their major fault is not proper training of the shoppers. However, a simple call to their Customer Service Department has always given me total satisfaction. Credit is instantly given for incorrect orders, etc. I basically have no real problems with this company.

I was scammed - like many of the people who have written reviews. I was given a $19/month membership offer on the app which I agreed to. Then the next day I was charged for the entire year! I would have never agreed to the membership if I had been told it was an upfront charge of the full year.

And, yes their customer service is ABYSMAL. Like Rancid quality.

worst costumer service ever seen.
i am a shopper and i did refer a freind using my code to get a promotion and she did 40 deliveries as requested to satisfy the promo conditions but instacart refuse to pay me and they insist that she did not use my referal code meanwhile one of their associate confirmed that the code is used and i will receive the money but nothing happen

I have been using Instacart for 3 years and highly recommend. If there is a problem it is quickly resolved.

I wrote a simple request for the Instacart shopper. I placed the request both as a note on an item in the order, and for the order overall, so the shopper would see it before check-out, and after. I requested that the shopper not buy a new bag. I stated I would leave spare bags outside the house and asked the shopper to put the few items from the store into those spare bags. When I fetched the order inside, I saw that the shopper had put the items into my old reusable bags I'd left outside. I assumed the shopper had followed my instructions, and increased his tip. I was busy and didn't glance over the order again until two hours had passed. When I checked it, I found that the shopper had still bought a new bag from the store, but he had KEPT IT himself.

I was charged for the bag that I didn't receive. You are only allowed to decrease the tip within two hours of the order's completion, and by the time I saw this on the receipt, I had been charged for a bag I did not receive, and also the shopper who took it had gotten an tip increase when he should have gotten a tip decrease for doing this. I wrote immediately to customer service, and the automated service said I would receive a reply within two hours. It took them an entire month to get back to me. I repeat: a month. I explained the situation completely to the representatives, who posted useless generic information about increasing tips, which I told them multiple times I already knew. They took days to get back with each reply they were sent. They sent a generic message today saying they don't refund for bag fees. The problem we are dealing with here is theft. The shopper bought something which I asked him not to buy, and then he kept it personally. I was charged for it, the shopper kept it. That is theft.

I asked Instacart to refund me his tip, and the bag fee, and service charge. That isn't even much to ask – that's simply amending the actual theft their unprofessional shopper committed, and their failure to meet any reasonable expectations for providing the service they claim to provide. I pointed out that this constitutes theft and is unprofessional, and they made no apologies for their late replies and lacking service, and said that they don't refund bag fees, completely ignoring that I also asked for the tip and service fee to be refunded. They made no other offers or suggestions for how they could make reparations, either.

This is a completely unprofessional and unhelpful company who provides untrustworthy shoppers, and then takes over a month to reply to requests for help – and their replies are generic and they make no apologies or offers to make amends for the company's errors in goodwill. This situation is unbelievable, this company is unprofessional, and their response is brazen, unhelpful, and frankly pathetic. Steer clear of this thieving company.

Instacart should moderate their NEW shoppers to not have additional batches within the same store since they keep making mistakes and gets confused on having 2+ batches. Mix ups on the order are more likely to happen. Additional training must be provided to the new shoppers. They just keep messing up my order. They should be provided with a training simulation to prepare them for their work. Also, there were no one followups on my appeals for delivered but not arrived order. I had to file a dispute with my credit card company since instacart did not refund me for my order that was delivered to the wrong address/taken by the new shopper.

As a feedback, Instacart should revise their app so that it shows a longer list for ongoing orders, since only 4-5 are only showing up on the main application page. If I order more than that, it is hard to monitor the status of the earlier ongoing deliveries since it is hidden from the app, unless you click on the order history page but that doesn't show the shopper and delivery status on the list. Additionally, Instacart should allow us to upload an image of our home to help the driver on the delivery. The shopper should only be allowed to complete the delivery if they are inside the pinpoint proximity to prevent them from delivering to the wrong address. Call at drop off option would be a nice option too. Instacart should copy Amazon Flex driver app feature that only lets their drivers complete the delivery when they are inside the pinpoint proximity circle determined by their GPS location.

I’ve used Instacart several times when I needed items mainly the same day.

But, I didn’t realize that they don’t pass on Sale prices. They profit from an item being on sale.

It’s an unfair business practice.

Beware and use this service cautiously.

deserves no stars...I specifically stated NO SUBSTITUTIONS and my shopper still bought substitute items. The items he purchased weren't even close to the original items I wanted AND customer service refused to credit my account. I reached out several times and they made me appeal my case...I now have products I will be donating to a food bank, as I cannot use them.Perhaps, Instacart should employ people who speak/understand English so they wouldn't make ridiculous mistakes. I have just freed myself from instacart and will be using uber for future deliveries.

Please cancel my account and delelte ALL my credit cards. Twice, you tried to bill me for a subscription which I did not authorize. You tried on two different credit cards, one of which I had deleted from your records. Now I know when I delete personal info it is only removed from view. On multiple shopping events you charged me as much as double the store price. That’s on top of your multiple fees and tip. I have cancelled all my credit cards and where available I have put Instacart on the “No authorized charge list”.

This is the worst shopping website. Its lying about everything they say. When i had a problem and they couldn't solve it they just send another agent to come and i had to repeat everything. I coulnt get a refund. Don't buy anything from this website

I’m shocked at the negative reviews… I’ve been an Instacart user for years, I always get great customer support and great service by the delivery people. Love it and highly recommend!

Worst company and worst customer service. Absolutely terrible, refuses to refund the secret $111 fee. Terrible customer service, completely unhelpful.

This is the worst company on the planet, they don't even deserve 1 star! Terrible customer support, can never login, they changed their login to where you enter your email and then they send you a code via email or text, the email you will never receive and the text code never works. You can't get a hold of them because you have to be logged in to do so! Save the aggrivation and just use DoorDash... Instacart is absolute garbage!

My main issue is with the shoppers. They lack communication while shopping and completely ignores messages. Calls customer service to have them tell me they refuse to deliver the product to me. They are rude and disrespectful.

Shoppers have been mostly good, my issue is with email support.
They seem to be in a rush to get through emails and don’t answer the question. Currently, I’m having issues placing an order and support keeps referencing a past order.