InstacartReviews 2,486

This is particularly bad for those whose only access to groceries is having grocery delivery services, such as those with disabilities and those without transportation to and from the grocery store.

No matter how customer service works with the customer it will never make the situation right because policies prohibit spoiled, wrong, accidentally given to other customers, left out items at the customers have paid for to be replaced. This can include needed over the counter medications, staple foods that sustain life, and for many there's no way they can replace it on their own either for financial or logistic reasons.

They will also not waive the minimum purchase requirement of $35 therefore they still profit off of the mistakes their shoppers make.

They will refund the price of the item but if you don't have the means to place yet another $35 minimum order you're out of luck.

No other business would be allowed to get away with that except for shopping apps such as instacart.

Shopper and customer here.
As a shopper - this platform is absolutely terrible. The company steals, lies, cheats, makes empty promises. The pay is atrocious, the mileage is absurd. The pay is absolute dirt for the work that we do. I don't recommend this to anyone as an even okay source of income.
As a customer - it's a gamble. Some shoppers are absolutely amazing and take pride in what they do. Others are sneaky and lie, as well as steal. I have been using IC for many years, this is the first year I didn't renew my subscription.

After years of using them, they doubled my latest order and then when I went to log back into complain, I was locked out! They demanded that I scan my card and send it to them. WHAT IN THE WORLD? ARE THEY INSANE? Have they started scamming seniors? I'm so mad right now... I can't even log into complain!

First of all. I shop from them almost every day, Shoppers make mistakes ALL THE TIME. Like 3 in one order, I get the wrong things (wrong items or replacement when I didn't request)), then I have to report it and now customer service retract my account! Shipt.com is a much better service

1 pic, I got the wrong item witch not organic blueberry, This happens all the time, 2, wrong item of sesame stick( not as pic) 3, it's stale and it doesn't show expiration on items

I placed an order, and for some reason the shop or cancelled it. And then for some reason it was charged on my account two more times for a $56 order they took $225 out of my account and I got hung up on 39 times I had to keep phoning back because I keep hanging up their customer service in the Philippines is absolutely disgusting. Something needs to be done with these big companies going to f for cheap cheap labour and don't really care about the customers they only care about the prophet.

Many shoppings delivered were missing stuff on one order the shopper absolutely disappeared with my order, looked at the pictures on delivery seen a door that didn't match mine so I ran all over the neighborhood to find my bags, customers service does not Help there too busy double dipping into peoples cards with outrageous charges I want to know why noone has reported them yet to the FTC get them shut down there is enough customers who got scammed to get them shut down shady shoppers and double dippers,a company that charges you all kinds of service fees on multiple cards! If everyone files a report on the FTC site we can get them shut down shady shady scammers

Horrible app, spent two hours trying to place an order and at the end of each it cancelled my order. They are a joke, STAY AWAY.

Went to the store my self and even with Uber fees it was easily $100 less than they wanted on a $500 order.

Absolutely horrible, over $1,000 on a order that I still haven't received. Its been 5 days since I was originally supposed to get my order. (Ordered March 15th for delivery on March 16th 2023. Had to cancel my entire order & reschedule due to shoppers saying they are out for delivery & never arriving to my door. It then gets resigned to a new shopper & gets pushed an entire day. (March 17) When the next day comes the shopper actually gets my things but his car breaks down, and insta cart vouches it would still arrive that day (march 17th by 8pm) never happened even though I called. It then got rescheduled to Saturday march 18th & instacart has to call me & tell me cancel the order because they've exceeded the number of times they can go to costco & try to receive my order. I then cancel & reorder it on march 19th for delivery on the 20th. The shopper assigned then completes the shopping but when it gets to check out forgets the payment card he has to use to they resign the order again. I've spoken to manager who assures me I will receive my order today & will personally look over my order from shopping to delivery, but not going to hold my breath. The markup on costco is for their "same day" delivery fee but theres nothing same day about it! & they wont give a credit or less the price on my total bill, even though its their fault & clearly dont know the meaning of same day delivery.

I have been ordering from Instacart for years because of physical limitations my husband and I have. I probably order around 5-6 times per week, pretty significant orders. When there are issues with broken items, the wrong items, being charged for missing items, spoiled items, etc. I expect they will resolve them. They put a block on my account for notifying them of these issues. I do not hire the shoppers so have no control over who is shopping my order. Thus I am expected to send an email to resolutions along with photographs of the issues. I complied each time. The responses come from an automated system that many times do not address the questions at hand. It seems to take as long as eight weeks and at least a phone call every Saturday to check on the status of my issue. With many issues being unresolved it becomes a full time job to try to get resolution.

Rude Shady shoppers.
They wont take small orders even when at stores. Always bragging about how big the tip will be. Some use others accounts and when they are asked to verify with a picture they have the actual shoppers picture on file.
Some shoppers actually get the orders and leave it in their cars and wait for other orders for purchase while the merchandise sits in their cars.
Most have 2 to 3 diff phones with family members posing as shoppers.
Very shady.

2 times I've attempted to use this overrated, overpriced, app along with its unreliable people. So I suggest if you're reading this to delete and shop for yourself. Also instacart should not be charging any accounts until the food is delivered. Super unsatisfied and completely trash app, and service.

Order sent at 6:39 its now 8:10 and theres not even a shopper yet!. I wonder why? You should be out of business soon, and you should be. Delivery was already supposed to be here and now it says 10! I canceled my order and wont be using this service again.

I live in a mobile home park with twisty roads. My home does not show correctly on Google maps, so I give instructions on how to find my residence. A very few times a delivery has been made to my neighbors, who are happy to hold it for me.

I've only had incomplete orders a couple of times, and one that I did not receive at all. In every case, Instacart gave me a credit. For the undelivered order, they delivered it again at no extra charge. My car does not work, and the service has almost literally been a life-saver.

I feel sorry for those that have had problems. Perhaps I'm just lucky that I'm in an area where all the drivers are good.

I scheduled a delivery from Sams Club (Instacart delivers for all the Sams Clubs) and never received the order. I called the local Sams Club and they said that the Instacart driver picked up the order but rejected it and returned it to the store. They said they called another driver who picked up the order and it was on its way. Two hours later, still no delivery. Went on Sams website to track the order, and the tracking page said that the driver was enroute to pick up the order. Called Sams back and told them that my order contained some frozen items and the were most likely thawed and no good. They told me they would connect me with a manager who would look into the issue but still not resolved. Either Sams or Instacart just ripped me off for $100. You should run from this delivery service.

Terrible service with Instacart at Wegmans Hunt Valley tonight.

I placed an order through Instacart App around 6 PM Saturday evening for items from Wegmans. Delivery was supposed to be 6:50 to 8:30 PM. At 8:35 PM I sent a text to Freddy, the shopper and driver asking about my delivery. The response was "I'm on my way".
At 8:45 PM I sent a message saying if you cannot make the delivery by 9 PM, cancel my order which he promptly did 5 minutes later at 8:50 PM.

Don't be fooled by the ratings given by Instacart for their shoppers and drivers. If the shopper knows that they will be getting a bad review like Freddy knew he would be getting from me for being so late on his delivery, they will DROP and cancel your order so that you can't review them at all and give them a negative review.

I did call the 1-800 number for Instacart and told them about this experience. It will take 5 days to credit my credit card.

I bought a couple items on instacart. The website said my items would be delivered around 7:10pm. I instructed the delivery driver to meet me at the apartment entrance with the bag.
Around 6:30pm I checked my email to find a notification that my delivery had already been made 12 minutes prior. No text, no call, one hour early. It had supposedly been left sitting outside my apartment. I checked all around outside for the bag, but there was nothing. So, either the shopper took my things, or a resident did. Even if my bag was still there I am annoyed at the lack of communication and following instructions.
I contacted the phone helpline and thankfully they were quick to give me a full refund. Hopefully that goes through soon, but this combined with now seeing other instacart reviews has made me cancel my subscription.

My girlfriend and I have used Instacart a few times over the past year. Then on the 17th of last month they made an unauthorized temporary hold of funds for $40 to my checking account after they had to cancel my order because they didn't have an available driver to deliver it. They told me that the funds would be released back into my account within ten business days at the most. This was a lie because ten business days passed and nothing happened. Then over the course of about two and a half weeks they repeatedly told me that the funds were about to be released (all lies), and then they started telling me that they had released the funds and that my bank just had to do something to make the funds available to me. These were all lies. Finally I got my bank to file a dispute and force the release of my funds but it's very clear that Instacart had no intention of returning the money that they were attempting to steal from me. I am so completely disgusted. I have never experienced anything like this in my life. How are the Instacart CEOs not in prison?

I purchased an item to be delivered via kohls and returned it with in 30 days in person at the store. The credit went back to Instacart and not my credit card. They will not refund me, since under their policy it would have had to be returned within 14 days- not the store return policy which was 6 mos. I am now out the original purchase of $115, plus they received credit for the purchase. Customer service states there is nothing they can do since I returned it without contacting them first. That seems very unreasonable

So I just ordered an order at around 11:45am. My quote time was 12:20. I specified 2 times that they NEED to call when they arrive as the lobby is locked. I'm in the back of the building. Disabled and haven't slept after coming off a 12 hour shift. I was texting the shopper Michael and he was making substitutions. So anyways I'm waiting. And a text message comes through my order is here and they will wait 10 mins and I respond to it right away. Then text says cannot respond to texts and 2 call and right after says my order has been cancelled. Like what? No call, responded right away. Call the number. The girl says she apologizes she sees I put the number 2x and there is an issue on the driver's end and he will no longer be able to deliver my order. I ask why not and she says I can't disclose that. This isn't personal information lady! She offers me the $2+ tax backing paid for priority shipping on my next order. I say to her I won't be ordering. Not only did they charge me the amount which was $155 and change, they charged me a cancelation fee of $15 and charged me AGAIN to resend the order back. It won't be priority and the driver probably also got the TiP! I will be watching my credit card statement. Like I'm getting charged interest for this $#*!