Instacart Reviews 215

I had an issue with my orders when I would reply to there e-mail which I received 14 times because they never answered my question, here is what I had to go through
Please forward this to your management as I have not been able to find a contact for them.
I had to order 3 times today due to no choice of my own. I placed my 1st order at 11:00 AM choosing the option to use the Billings Bridge Independent location as my usual store at Grant Carmen is closing and the store is almost empty. I have used Billings Bridge last week due to this and had no problems. When the driver started shopping I was receiving a lot of messages saying it was not available and no replacements. I then asked him which store he was at and he told me he was at Grant Carmen. I told him I was going to cancel my order and not to continue shopping. I then called the support and asked them about this before I cancelled and was advised that the company is the one who decides which store to use although I had the option to to pick Billings Bridge. So she cancelled my order and I re-ordered again choosing Billings Bridge. When I saw that a driver was on the way I sent him a message asking him if he was going to Billings Bridge never responded and then disappeared, he then re-appeared and I asked him again and he said he was going to Grant Carmen I told him not to bother I was cancelling my order again. I then contacted
customer again service and got the same reply I will say I was furious. They cancelled my order again. I finally tried one more time and again specified Billings Bridge again. When the driver appeared I asked him if he was going to Billings Bridge and told me no he was going to the independent on Alta Vista I could not believe that once again my request was ignored. So I figured ok should be fine well the next thing
I know I am getting message after message that there was none in stock and that the store was half empty because they were also closing. Lets just say that I was more than upset and frustrated. I received 5 items out of 12 and the replacements were useless not something I would eat so there some lost money there as they will more likely be thrown out. So it took 8 hours to get less than half my order with no compensation offered!!! What gives you the right to choose which store I and other customers will get our groceries from????? It is a extremely ridiculous rule that you have put into place. Don't tell me that is has to do with the distance so the customer does not have to wait when Alta Vista is much further away than Billings Bridge so that is no excuse. The customer should have the right to decide where they want there groceries!! I very strongly suggest
that you change this most ridiculous rule! I will be making it very much aware to the public about this rule in any media means I can. Unfortunately I am a disabled senior and walk with a walker so it is very hard for me to go and do my own groceries and as the independent is the store of my choice they only use instacart. I can assure you that I will definitely do everything in my power to find other means to get my groceries. This kind of service is absolutely outrageous and to not even be offered compensation for all this crap I had to put up with says a lot about this company!!! They now have offered to cancel/refund me the third order which I have yet to receive as they were suppose to credit me one time before and never received it. The 14 e-mails the last one was so ridiculous I could not believe what I was reading. They obviously never sent my complaint to management as I requested. And I asked them to stop contacting me and they still continued a different person each time. The worst service I have ever received!! Don't use them they don't care about the customers. Well now I have been advised no credit just a $5.00 credit!

Will not actually can el your subscription. When you cancel they will switch your subscription to an alternative credit card and keep billing you. They will not refund even though the service has snot been used.

Common sense is lacking when I only had 4 items (and 2 items were a chocolate bar and pack of gum) and the shopper charged me $4.05 in bag fees. That is excessive and inaccurate considering the ONE bag my 4 items came in was absolutely NOT a $4.05 Giant Tiger bag charge. I called Giant Tiger and then brought the bag to the store and they have no idea why the shopper would have charged me $4.05 for that ONE bag. Instacarts so-called policy of not refunding the client for bag fees, especially in a situation like this, is absolutely deplorable and shady. You should be penalizing the shopper, NOT the client. My previous order was also with Giant Tiger and it had many more items than 4 (at least 8-10), and that particular shopper charged me $1.35 in bag fees which IS accurate to Giant Tiger bag prices. I've canceled my membership to not renew, as this is not my first experience with shoppers ripping off the customer, or with Instacart ripping off the customer. Approx 4 mths ago, Instacart was advertising "warehouse prices" for Costco that was FALSE advertisement.
I legit had my Costco receipt the driver/shopper accidentally left in the box of groceries that proved Instacart's advertisement of "Warehouse pricing" was false - there was over a $26 discrepancy between the Costco prices and the Instacart prices. Yet, Instacart refused to give me a refund of that difference...and now when you look at the app, Instacart no longer advertises "Warehouse prices". Not surprised! Instacart operates under shady policies/protocol. I am currently speaking with an article author from one of our newspapers, as I have all the proof of these issues I am mentioning above. Instacart needs to be held accountable.

My local driver here in Richmond BC just added a $13 bag fee to my Walmart order jacking the total up. Reading online it seems drivers do this to get additional free reusable shopping bags that they charge your credit card / order for. Instacart support is terrible. They just kept quoting template responses "Instacart charges bag fees in accordance with local, city, and state laws. We can’t refund customers for bag fees. I apologize for any inconvenience." And hello, this is not the US we dont have "States" here in Canada. This is a dummy e-commerce company that isn't looking to grow it's business. Dropping the service. You might use it until you get scammed. But there is no recourse.

Instacart lures people in with offering free delivery then signs them up for yearly membership of $111 and more that wasn't requested. There is no e-mail address provided to contact supervisor. If you want to call them the number is 1844-981-3433. They are extremely difficult about returning my money, even though I didn't use there services not even once since they enrolled me in a membership. Dishonest business, not transparent, I won't be using there services.

Is there lower than 1 star? Instacart charged me for a renewal I did not knowingly sign up for. I only became aware of the charge when I received my credit card bill almost a month after the fact. Instacart told me they would not reverse the charge because it was past their 5 day grace period.
Naturally, if they had sent me notice or a payment receipt I would have been aware of the charge within the grace period. How many other seniors are they ripping off like this?

Do NOT get their membership. You have no way of canceling it, no visibility and they auto renew without your approval.
I have to take legal action because they refuse to reimburse me even though I never use their app

I am a shopper for Instacart.....well not anymore after this incident!
I have been waiting 2 months for a reimbursement from an order. I made a partial payment on my own personal card for $30.70 and they keep rejecting it.
I was doing 2 batch orders and instead of doing 2 separate transactions ( like we are suppose to do....I just found out) I did 1.
The instacart card declined twice and i was in a lineup. So i put $100 on the instacart card and $30.70 on my own personal card. It has been rejected 7 times and the live chat specialist keeps saying they understand my frustration and they are escalating it to their finance team blah blah blah. They give me some Escalation request ID #. And tell me dont worry someone will be intouch with me in 24-48 hours. I am so sick of waiting.
I do this job to make money, not spend money.
Im glad it wasnt alot of money but its still $30.70 I did not have.
I am done with them. Never again!!!

Ordered flowers. Driver found the exact item, but they were not at all as described. Contacted Instacart, who first did not respond, and then said they were sorry that I was unhappy with the substition. THEY WERE NOT SUBSTITUTED, but probably the description was wrong. Asked for a rebate, since the amount was 2/3's of what was advertised, and they continually say no. When I first contacted them, I waited 30 minutes x 2 on chat, and 15 minutes on the phone, all without response. Very unhappy with how I have been treated, especially since I sent them photos of what was received, and a screen shot of what they advertise.

It's a scam. I first got a monthly membership when the service was great at first. Immediately I stopped getting my groceries on time or even the same day. They renewed me for a year right after the service got really bad. I never was informed of the annual charges I just found them on my statement. I complained and they told me it was too late to cancel because I'd placed a grocery order since being charged the annual fee... Now they don't even deliver to me. I still have a non refundable yearly membership for the next year. They say no shoppers have picked up my order because of where I live. How can they charge an annual fee to have zero guarantee of service? Scam. Beware. I never consented to annual fees. I was getting ready to stop using Instacart because the service is so unreliable. Since being charged for a yearly membership they stopped even pretending to try and get my groceries delivered.

My wife placed an order and accidentally subscribed to their + service. Got charged 90+ dollars for annual subscription.

Having realized what she'd done, within 3 minutes she cancelled the order and and tried to cancel the subscription.

Instacart wouldn't reimburse the annual fee due to the cancelled order as apparently "we've already enjoyed the benefits of the subscription".

We spend $2k+ on groceries each month. And these "gotcha" scammers lost us forever.

I ordered 3 packs of Christmas cookies, I received one, instacart refunded me $8 from a $31 charge for three, which means my one bag of $4.00 cookies cost me $21.00 because of handling fees, tip, delivery fees, etc...they say on their website that if they are out of stock, they will refund you, but they didn't refund me for the tip, the handling fees nor the taxes, nor the delivery fees. They added a $5 credit on my next order; no way will I ever trust them again.

Buyer Beware, they will scam you!!!

Instacart treats me like garbage. I need a reimbursement for a client purchase I’ve paid with my own card, they simply refuse it and don’t explain why. There’s no channel to talk to a real solving-person, just attendants whose kind words never solve the problem. It’s a joke. I don’t know if it’s laziness, bankruptcy or if they’re simply evil. Instacart is not a serious company.

I am astounded by the behaviour of the individuals at Instacart and their partner, Walmart. I recently purchased an item from Walmart, only to realize that it would not serve my intended purpose. Consequently, I visited Walmart to return the item, but the Customer Service Manager (CSM) displayed a great deal of arrogance towards me and refused to accept the return on the grounds that the item had been opened. I pointed out that this condition was not explicitly stated in the return policy, but the CSM remained adamant and denied my request for a refund. As a result, I had Uber there and back home, which cost me $34.00, nearly half the price of the item. Upon reaching home, I sought assistance through the support page of Instacart. The representative I interacted with was initially polite and promptly forwarded my refund request to another department. However, shortly after, I received an email stating that they would only provide me with a refund credit. To my dismay, within five minutes, I received another email retracting the refund offer. I responded to express my dissatisfaction, and in return, received a message assuring me that they would respond within 24 hours. Regrettably, they failed to meet this deadline, prompting me to send another email. This time, I received a response informing me that my account had been locked due to alleged irregularities in my account in my GPS data. It is worth noting that GPS data is irrelevant in the context of a refund request. It is evident that there is a lack of coordination and communication within the organization. Despite their responsibility to prioritize consumer interests, they have demonstrated a complete disregard for their customers. Their behaviour can only be described as arrogant and disrespectful. I implore Instacart to familiarize themselves with customer service principles and rectify their internal issues. It is imperative that they cease their unprofessional conduct and fulfill their duties competently. The abysmal rating of 1.3 stars that they currently possess is a testament to their subpar performance.

💥Awful, awful, awful, awful!
You can wait literally over 24 hours and still no shopper fills your order.
Delivery times are not respected and if you have to cancel as a result they charge your credit card $15.
Customer service sucks in every way.
💥The shoppers sometimes claim your order and then never fill it. They go home after the store closes and your order shows a shopper filling it and a delivery time when the order was actually just abandoned!!
The shoppers often bring you rotten food.
Super expensive and not worth it.
💥SAVE YOUR MONEY💥

First their website is terrible. It feels half finished. Only barely works on a computer.

Second, when I checked out, it tried to push through the order payment multiple times and somehow they locked my account! I had to call someone to try to unlock it since the email to try to automatically unlock was sending me only to the FAQ page... Then I had to send a picture of an ID and Credit card... Then reply to another email saying I initiated the order.

Then I gave it a shot again after resetting my password, and then the order went through. It arrived fast, no problem with that, but a lot of my items were swapped for others, and I was not asked what I would have like to do in case of item out of stock. So I ended up with some lower quality items GMO, non organic stuff that I really don't want.

I kindly asked for the refund of one of them because I now have three bags of stuffs I don't want to use, and they just reply telling me that it is my problem and that they won't do anything! What a great service!

First time I ever try a service like that, and that will be the last!

Instacart is a piece of crap...wondering how they still exist to this day!

They are the most immoral company with the worst customer service ever! They simply accuse you of telling lie or being fraudulant for the order being totally missed because of being left at the entrance to a building with 1500 units! I know the shoppers are also very unsatisfied and abused too! The company just thinks about its profits and not of the customers nor the shoppers! This company must be banned!

Horrible experience, incompetent business, our account constantly gets auto-locked after getting unlocked manually, paying for Instacart+ yearly fee and couldn't use Instacart for nearly a year because of this. Happens repeatedly despite ordeting same items from same retailers, to same address, same name, same payment method, everything same as ever.

We have no such issues with any other business, including Amazon, Costco, Walmart, or any other business, big and small, local or international.

Loved Instacart for a lot of years, however recently I received 4 items of a 15 item order. They immediately refunded the cost of the items. I immediately requested a refund of the the service charge as well as the $15 tip, totally $22+. I was told I had to wait 4-5 days, then I was told it would be refunded in 24 hours. On my 3rd contact I was told it was too late. They had no record of my request, which was within a hour of delivery. When I asked for a pro-rated refund of my membership they said it was too late. When I asked for a supervisor I was told they didn't have any. This is a horrible company.

I loved it at first, even though it was very expensive. I had a few problems and customer service instantly fixed it. Then they sent me a promo code which didn't work and I was overcharged $40. I had to go back and forth with them and each time it was a different person who asked me for the same information every time! I finally said enough and asked them one final time to make it right and credit my account. Still have not heard back and I don't expect to. Wish I hadn't taken out an annual membership because now I'm stuck with them, but I certainly won't be renewing, and nor will I recommend them to anyone ever again!