InstacartReviews 2,486

I've used them ever since I first broke my ankle 2 years ago and couldn't get around. They were wonderful and so convenient that I paid the subscription fee for free delivery etc. For 2 years I have been paying and frequently using their services... with minor mistakes here and there I have watched the customer service decline each time there is an issue. This most recent occasion I was charged for 2 replacement items that I did not receive. Instead I received what I actually had ordered in the first place... which would be great if they hadn't charged me almost 30 dollars for the "replacements" I didnt receive. When I mentioned the mistake they told me they couldn't refund me because I accepted the order? And gave me a measly amount of instacart credit for my inconvenience. WTH Instacart?! I received what I had initually ordered and you're going to charge me for something I didnt get? 30 dollars vs the 5 dollars I actually spent? This is my fault how? Shady business not to mention they already price gauge to make their profit and it was worth it for the convenience but now they also have a mandatory service fee as well which is $#*!ed. It should be worked into the subscription fee, waived, or just charge more... either way I'm just done with them... No more!

I will NEVER use them again. They overcharged me (subtotal was incorrect and support line agreed) and said I had to call back after delivery to get adjustment! I am at work and why I use service but spent 30 minutes between emails and call to rectify. I have all the notices turned on to notify me if there is a change and the shopper never responded - they said too hard to get service in warehouse - what?!
What a terrible service - they said I would get free delivery on my next order - I told them I will NEVER use them again. What a waste of time - they are the worst.

I say Fraudulent practices! First they gave me double orders and I had to fix that. Then I spent 30 bucks and they charged me $149.00 for some express service I never signed up for. The woman was very nice and said she would return the money, however not for 5 to 10 days and I am retired, my transmission went out and the guy fixing it took my money and ran. I just feel I am getting screwed by everyone! I will NEVER use this again! Cheaters and the prices are too high online and it is difficult to shop on. I'm BROKE! Thanks a lot.

Had a problem with shopper communications not showing up and many items (once a third of my order) being removed from the cart. The issue turned out to be a syncing problem between the website and the app but the customer service agent blamed me for not double checking that their app was working properly.
Because of the issue with shopper communications only showing up on the website and not the app I was unaware of some inappropriate substitutions being made. I have also not seen any price adjustments due to items not being in stock. When I emailed them about it they responded that they didn't see any substitutions or out of stock items in my order and to have a nice day.
Call me crazy but I don't think any customer should be responsible for the Instacart app's dysfunction.

2 stars only because my shoppers have been great and really worked hard to make sure I am happy. Customer service is really awful though. Walmart grocery pickup has never failed me, has excellent customer service, and has gone out of their way to make sure I am happy with their service so they will get my business from here on out and I won't be using Instacart again.

I am in California and Instacart is all I use really. I hate grocery stores. Really dependable site- with excellent customer service via email. If something goes wrong, or a product is damage or like him my case, the shopped picked out tomatoes that did not ripen for 10 days... I was refunded. Shopper are communicative. Prices are of course higher than in store and the selection can be a little wonky. But you have to really take your time while ordering and it is totally do able. The nutrition of each product is not pictured on the site so I have to search online for ingredients a lot of the time. That does need to be fixed. I look in the coupon section every time I shop and try to save to it off sets the higher cost. My grocery bags show up on time on my front porch, each and every time. I always waive their " service fee" and add it to the tip of the driver. I also am very specific about subs. You have to be. I am really impressed and am a regular user of the site.

This is my second time using Insta cart and I am totally disappointed my bill with Instacart was 157 and some pennies my actual bill with Kroger was 137 including a savings of my rewards of $10.65 I found out from the representative that they dont honor rewards on line which is not stated in their disclaimer I also found out from the representative that the online grocery store prices are more than in-store prices which is not listed I am aware of the service fee and the delivery fees if youre not in Express shop or with Instacart however those hidden fees are a total farce suffo I also found out from the representative that the online grocery store prices are more than in-store prices which is not listed I am aware of the service fee and the delivery fees if youre not in Express shopper with Instacart however those hidden fees Are not compliant with GDRP standards online so they are cheating the public by not letting us know there is a hike in grocery pricing. I cannot paste screenshots here or Id show you the proof but if I were you I would not use this company they are getting over on us

This is the third time I've ordered from Instacart and I tend to use them for emergencies when I do not have time to go to the grocery store because it is a premium for their service. I had a small order, a box of firewood, some fresh ginger and a carton of cream.

I got my updates and it said that my order was delivered. I live in a doorman building and they would be able to come in and either drop it off with the doorman or in front of my apartment.

I came home and no groceries. I emailed Instacart and gotten an email asking me to confirm the address for delivery. I wrote back to them and 24 hours later, nothing. Not a peep, nothing. No email, no text, and not even someone I could call.

I am now going to dispute the charge on my card and will never use them again. Terrible customer service!

I had this great idea to use Instacart to send a birthday cake and other goodies to my daughter on her birthday. I got notification in the morning that the groceries were delivered. I texted my daughter 2 hours later and she said that she never received them so set off a 4 hour search for her birthday cake. Finally at 4:30 in the afternoon I called Instacart who tried to reach the driver to see exactly where she left the groceries only they were unable to reach her. I was told at that time that I would receive a credit for the order only it would take a while because the person I spoke to wasn't authorized to give me the credit, she had to send it to another department. Well, I called this morning because still no credit and I was told because it was over 2 weeks they couldn't give me a credit. So, is this a scam? You need to wait for the credit but then it's too late to get a credit? I will never use this service again.

I used Instacart for the first time... placed an order of over $800 and requested a delivery between 7 and 8 pm. the order arrived at 11:15 pm.

I tried getting ahold of customer care and was very challenged to getting through to someone. When I did the only recourse I got was $10 in credits. I paid about $60 in service fees for a service that I didn't get.

Very frustrated and wish that I would have read the reviews prior to placing an order. It looks like my issues are common.

I decided to try this program through my local store after I had surgery and couldnt get out to the store-the ordering process was a bit tedious but I was still excited. Then the order arrived- the shopper did not say hello, smile - just put the bags down and left- I was so shocked I didnt even have enough time to say anything. As I began unpacking our groceries I noticed different price tags on certain products- I was charged $10.59 forbwatermelon when it came with a $6 sticker on it- there were several other items that had similar discrepancies to the amount of $13. I contacted instacart to request a real store receipt to see exactly how much I had been charged over- I reached out 3 times and have not heard back from the company or received a refund- will never use this overpriced service again

I used instacart ONCE and then a month down the line, I noticed a $149 fee on my credit card - no email, no receipt, no order confirmations were sent which would have triggered me to cancel earlier. Unfortunately for me, the point at which I noticed the charge on my credit card was too late to get a refund. We can sit here and say someone should read the terms and conditions clearly but what I'm taking issue with is that they didn't have the decency to notify me that they executed such a high fee. I doubt that their success will last with these sort of practices, it has made me mistrust them entirely even as I'm being forced to keep my membership. Add insult to injury, when I got in touch with their customer support, the agent responded with a one liner pointing me to the terms and conditions. Awful and borderline fraudulent on their part.

I placed an order at noon and was told it would be delivered between six and seven. Then l get an email saying the order is going to be late and will be delivered between eight and nine. So, nine comes and goes and no delivery. So I call customer services. Im told they dont have any shoppers on duty that night. Mind you, the company didnt tell me that. They just let me sit here and wait. So they go on about how sorry they are, offer me $10 off my next order and reschedule for the next night between six and seven. I get a confirmation email in the afternoon. So, seven comes and goes. No delivery. I call again. Im told that they have no shoppers at night here. And they offer me $10 off my next order. Why? What good is a delivery company that doesnt deliver? And why do they take orders they cant fill? And why didnt they communicate that information to me?

I was very pleased with my orders and deliveries. I didn't mind paying for the delivery since it was saving me time. However, I received a charge for $149 without any warning. I called and cancelled and got my $149 back. The free delivery and membership promises were not honored. I didn't mind paying for the deliveries but the $149 was unacceptable. I am glad I didn't write a review right away because if I wrote a review based on the deliveries it would have been 5 stars but the sudden unexpected fee changed it to ONE star.

I am generally a relaxed, understanding and compliant person who rarely complains, but my experience with Instacart has left me fuming. I am partially disabled and house bound, so I have to rely on others. My first experience with Instacart was good. Prompt, efficient and courteous. Total mark up was about 15% with all the hidden fees. Second time the mark up above store price was about 18%. It was steep but acceptable. Then when they thought they had me hooked the mark up jumped to a whopping 50%. The store receipt was $59 and Instacart charged me $89. That is nothing short of price gouging and of taking cruel advantage of an elderly house bound person. My polite query was answered by a form letter. I am warning all my friends and contacts to stay away from Instacart.