InstacartReviews 2,486

My account was hacked and charges started appearing on my credit card. Hacker changed name, telephone number, and address. I called their customer service 4 times. The call center is outside the US and the representatives are difficult to understand. They disconnected me 4 times in the middle of my conversation and did not call me back so I was never able to have them block the account. I finally had to cancel the credit card. The worst in customer service!

I made an order with my EBT, but it was completely ignored and instead charged with my VISA card. After talking with customer support for almost 40 minutes, they just declined the call while we were talking. I called again and after ANOTHER 30 minutes they declined again. They haven't returned the money at all.

I subscribed to instacart to order for my elderly parents. It was going well for the past few years and we had no issues regarding delivery, but today's experience proved that there is no customer loyalty appreciation and therefore we are done with this company. The delivery person claimed there was no parking when that is a lie, there are at least 80 visitor spots around the complex, with at least 25 right by the door and always free as residents are not allowed to park there. He left everything by the buzzer, even though I had a call twice from their head office asking me if that's ok and I said NO. The point of this service is for convenience and assistance, not to mention I was paying an extra surcharge for the two heavy cases of water which no one would expect an 85 year old with Parkinsons to lift off the floor and into a cart! I AM SO UPSET at the lack of professionalism displayed by the company that I cancelled my membership and they didn't even try to persuade me to stay. AWFUL! Just disgusting.

Instacart has very Poor Customer Service. Shoppers will not follow instructions and they steal from Customers. On Today's order the Shopper refused to contact me by text, she did not shop for my full list of items and when my groceries were delivered she threw the bags of groceries from a distance into the bin in front of my door.
On another order items that I didn't list were purchased and not delivered, that's stealing!
I called Customer Service, they were absolutely no help at all!
I WILL NEVER USE INSTACART AGAIN!

Instacart needs to check their stock before false advertising! I was really looking forward to the Spree Candy and potato chips that I ordered, but no such luck. They never arrived. What did arrive was 2 sprite bottles a handsoap; all for a whopping $30! I could have gone to my corner deli and purchased those items for $10! And I was not supposed to be charged for delivery during my free trial, but not only was I charged for delivery, but I was given a host of other charges as well!
This is a friggin' scam and I am incensed! In fact, I am filing a claim with the Better bureau now!
Buyer Beware!

I have had the instacart app for a two years and use it few times with mixed results. Yesterday morning at about 3am I get a notification from instacart that a new address had been added to my account. Five minutes later I get a notification that they have received my order. This was a complete surprise to me as I had been asleep for the past several hours. I log into my account and see a new California address. About that time I get the notification the shopper was completing my order. I click on the box to chat with the shopper and inform him that the order was fraudulent. He completely ignored my pleas to stop and delivered the order to the person who hacked my account. As a reward the shopper was given a $50 tip all being charged to my credit card on file with instacart. I file a complaint with instacart and of course my complaints are being ignored. I had to dispute the charges with my credit card company. Moral of the story, instacart doesn't care about its customers and its platform is not secure. I will be deleting the app. I advise everyone else to do the same.

My shopper dropped off the wrong order.I messaged her but got no response. I called Instacart and they couldn't contact her either. I asked for a refund but was denied. No explanation why. I was told that there was suspicious activity on my account but never told what exactly. So, I'm out $72 and the shopper got to keep the tip. Avoid this company.

3 yrs ago, I had to use delivery because husband had Alzheimer's. I used several times after his passing. I blindly trusted them because I trusted the stores! I never ever received an itemized receipt, only what they charged. This week I had it! My order was $45.00. $59.00 with all the extra charges. THEY CHARGED MY ACCOUNT OVER $80.00! Also charging me TWICE for delivery charge! They will not give me what I was finally charged for! There should be a law to prevent this theft! Why are they getting away with this! HOW DO WE KNOW WHAT THE SHOPPER IS ADDING TO THE CART!? There could be extras we would never know about because they DO NOT GIVE ACCOURATE ITEM CHARGES!
The support said they do not give a register receipt... that give free range to bilk your account without accountability. BEWARE!
I cannot upload a photo of receipt because I NEVER GET ONE!

Used the service several times. No more. Previous delivery substituted pack of hot dogs for corn dogs. The shopper was unfamiliar with the concept of corn dogs.
Last night, the shopper couldn't find items and simply refunded. Except for 2 bottles of wine. She substituted what I ordered for a similar. But upon delivery, she said they were 'out'. BUT…I had to provide driver's license for her to scan.

Hummm…my guess is that she kept the wine. I called and reported. Instagram gave me credits.

Today, I'm shopping myself for the wine and other items the shopper couldn't find or made substitutes that were not ideal.

If you are a senior citizen and get groceries delivered by INSTACART be carful and be sure to get a receipt. This week I ordered a few groceries the total which came of around $70. When reviewing my receipt on line discovered it was up to $116+. This is unacceptable, the store could see that I do not have a habit of purchasing this type of item: Ice cream drumsticks, candle in a jar, Red Bull and various other items I cannot need, use or want. At recommendation of Store's Customer care I called Instacart and was told the driver was probably doing two orders at once, do they think I am an idiot because I am a senior. I asked to speak with a supervisor and she said he could not help me and wouldn't connect me with someone who could. I held on their line tor ten minutes trying to leave a review and then was cut off. I gave the young woman a $10.00 cash tip because the weather was so bad. A photo of my receipt is below. With date and store. This is not a reflection of the store but the service by Instacart. Beware and look at your receipt unless you want to be subsidizing someone else.

I USED INSTACART FOR THE FIRST TIME DURING THE PANDEMIC AND FOUND IT VERY USEFUL AND CONVENIENT, SO I BEGAN ORDERING MY GROCERIES, NO REAL PROBLEMS GETTING MISTAKES REFUNDED OR A CREDIT ON MY NEXT ORDER AND NO TROUBLE WITH CUSTOMER SERVICE. THE REASON I DELETED MY ACCOUNT AND STOPPED USING INSTACART WAS BECAUSE THEY OCCASIONALY CHARGED MY BANK CARD ON FILE WITHOUT AUTHORIZATION AND I WAS SIGNED UP FOR THE INSTACART PLUS MEMBERSHIP WITHOUT DOING SO, ONE DAY CHECKING TO SEE WHAT MY BANK BALANCE WAS INSTACART HAD CHARGED MY CARD $105.93 FOR A YEARLY MEMBERSHIP I NEVER REQUESTED. ON ANOTHER OCCASION THEY KEPT CHARGING THE $10.69 MONTHLY FEE EVEN AFTER I CANCELLED THE BANK CARD, SO THEY HAVE STEALTH TECHNOLOGY TO STEAL YOUR MONEY. I GOT MY $105.93 BACK WITH NO PROBLEM HOWEVER. IF YOU'RE GOING TO USE THEM CHECK YOUR BANK ACCOUNT VERY FREQUENTLY, AND STUDY ALL OF THE DELIVERY FEES AS WELL. I ALSO FILED COMPLAINTS WITH THE BBB IN BOTH INSTANCES AND GOT MY ISSUES RESOLVED IN 24 HOURS OR LESS.

Watch out for these guys, don't even bother. Suppose to get 3 discounted delivers. Not sure how it went, but I thought I would try it. Everything you buy they add 3.00 on every item, they charge you a delivery charge. I thought there was one more charge, but I don't remember. Then when you finally get to the end they ask you for a tip. So you don't know if you get your product properly or not but, they still want a tip. Keep a eye on you charge card too because then they automatic charge you 100.00+ and you get subscription. You don't get free delivery you get it discounted. Paying over $100. And that still isn't enough for them. I didn't see the transaction. I thought it was groceries. Anyway... I called them and the girl said she couldn't do anything for me whatsoever. I said then how about cancelling it and I will pay from the time the charged me to today. Nope. I asked to speak to her manager but nope she wouldn't do that either.

Why after this evening's experience, am I NOT surprised about the dismal reviews this company gets on every rating site.
Where are the competitors who can now exploit the shortcomings of Instacart and provide good service to all those who would like to take advantage of just such a service.
A company who cowers from conspicuously posting a customer service number is either highly incompetent in that department, is prone to LOTS of customer service issues or has NO customer service. This occurs when competition in a particular field is lacking. Thus far I have yet to find an acceptable alternative but, the minute one presents itself, I will not only cancel my Instacart account, I will become a perpetual thorn in their proverbial side by vociferously dissuading others from using Instacart.

Horrible. My address changed between the Kroger and Insacart systen. Instacart refused to deliver my food. Rude, rude, rude, rude,

Instacart is a TOTAL SCAM and WASTE OF TIME!
3:07PM PT: Online order placed
3:08PM PT: Instacart confirms order, processes auth. Hold on my credit card (SIXTY SECONDS AFTER ORDER PLACED) and provides 3:45-3:55PM PT delivery time ETA for the whopping cost of SEVENTEEN DOLLARS!
3:24PM PT: Receive Instacart email that order delayed...new delivery ETA is 4:45PM PT (ONE HOUR AND THIRTY-SEVEN MINS. AFTER ORDERING!)
3:37PM PT: Luah (shopper) begins shopping
4:19PM PT: Receive text that shopping complete
4:41PM PT: Instacart app/text messaging that ANOTHER shopper has begun shopping! WHAT?!
Called Instacart (unfortunately got the WORST agent EVER - David) and, basically, informed that the people that they entrust with your shopping needs are allowed to just STOP shopping with NO EXPLANATION!
NEVER, NEVER, NEVER AGAIN!

My account was hacked, called the customer support like and its taking them close to a week to refund my money back. Customer support number has HORRIBLE customer service. Had me on a 20min hold just to hang up on me when i asked on an update on my refund.

PlCed order for urgent medical supplies to walgreens. Driver never showed
Customer service couldn't call him and find package, just kept reading a script from teleprompter. Terrible rip off had to call my credit card to cancel. Never again