InstacartReviews 2,486

Pay an annual fee for "free delivery" has become a game of semantics. I do receive something as a line item called "free delivery" then I am inundated by all of these other fees. Service fee has become ridiculous. Fee if you add any alcohol to your orders, today I was hit with a heavy item fee because I had 2 liters and a 12 pack of sparkling water. Then the tip (which is adjustable, but really the only thing the shopper/delivery gets) is based on all of that. More often than not I am missing items or receive bad items I am not arguing with the tip and I always tip for the work they do. The non tip fees added $18 to my "free delivery". I will not renew my membership. Because of health issues it has been great but I am going back old school

Initially it was ok but twice in a row it cancelled my order and blocked my account saying we had to verify our card when my husband just verified the same day. I don't trust in now. If their own verification processes fail continuously (back to back) what else are they doing that failing. I would not even give it one star but this requires it.

On December 14,2022 I placed an order with instacart for my elderly mother who is handicapped and housebound. She was skeptical about using the service as it connected her debit card and she is on a limited income. I entered her EBT information and selected the option to use ebt/snap as the payment method.

Upon checkout, I was prompted to enter her pin to her debit card twice which was unsuccessful but the order was still placed. I shortly received an email confirming her delivery and the entire order was charged to her debit card. I began by responding by email in an attempt to resolve the issue, and reached no resolution. Today, I called and spoke with a representative who informed me that the PIN for the EBT card was never submitted. That is not my ever, that is a technical error with the app, and how was I to know that I was supposed to enter a pin for the EBT card to begin with?

I asked the representative to please speak with a manager and was informed that he was in a meeting and I would receive a call back within 30 minutes to an hour. I never received that call back. It appears as though this is a fraudulent scheme that instacart uses in an attempt to defraud customers and charge their debit cards instead of applying their snap benefits. The problem is that my mother now has no money left in her bank account for the rest of her month and needed it to take a ride to the doctors and back, and now she is unable to do so, and has chronic health issues that need to be addressed. I am outraged that this company could deliver such poor customer service and made no attempt to resolve this issue. Praying on the handicapped and the elderly is not cool at all and I intend on complaining until this issue is addressed. She depended on this service and it was her first time using it and I'm sure she will never want to use it again.

I truly hope that there is someone in this company who has some level of ethics and professionalism and can resolve the problem.

Pretty new to Instacart and they have canceled my order twice for no reason and never contacted me. They hire lazy people the just make decisions on their own. I believe if the shopper feel tip don't meet their expectations they cancel order. Instacart need some good competition! Insta add all these fees and service fees for $#*!ty service!

I don't appreciate being charged twice. Instacart is a scam they'll come up with the total and if theirs any refund you'd like they'll "adjust your total" but really it's a whole new total they come up with to charge you again so it's not "adjusting" if you're going to charge a new total. Instacart is holding $159.00 from me right now and that is just fantastic! I dislike scamming companies like this one.

Ordered layout getting updates shopping, getting your items, on its way... NEVER MADE IT, CALLED CUSTOMER HELP say on hold 10 minutes although their help center says open roll 11pm not there at 9:45pm so say on hold then she goes ill have rhythm call you in the morning i said forget it ill go to the store myself refund my money... she says it will take up to 10 business days... They can take your payment in 30 seconds but 10 business days(over 2 weeks) to get it back after one of their drivers steaks the order... never again THIEVES

I checked out my cart at 41$. Then they deliver my items, with the replacements and all, and the literal receipt from the store says 36$. So can someone explained to my why my card was charged 68$!? I call them and they give me a BS excuse saying it was marked up because of the replacements. THE RECIPT CAME OUT CHEAPER THAN IT WAS WHEN I CHECKED OUT. Then they tried to say I checked out at 51$! So that poor girl did not get a tip from me, and I'll never use them again.

InstaCart offers "free" delivery and then they charge around 20% more for each item than the in-store cost. So it ends up costing you a lot more in the end. Also they charge a "service" charge, which may really be the "Free Delivery" charge. Either Way I'll never use them again.

Met my delivery guy at the door. He had a few heavy items such as individual 40 count bottled water and 4 large gallons of water. As I was asking him a question about the water he dropped it in front of me and RAN to his car... I'm an older women and had he helped me a little I had an extra tip to give him. Luckily my neighbor was coming into their home they helped me get the packages in my door and I was able to save some money.

In 12/2020 I was accused of using the Instacart purchase card. This was done very poorly by email they wanted me to send receipts of the transactions. If I couldn't provide receipts then I was deactivated. Well first thing I live on the east coast and these transactions happened on the west coast in store. No further investigation. So at this point I can't work for them and they're tarnishing my name. My name is Lynell Davis. This company helps https://tonyabiz.pplsiamsg.com/lZFvP4wwY4

My order was cancelled because the shopper claimed she could not find my items. I went to the store and found every single one. When I called intially I was told to go to another Kroger to find my items. I went to the same Kroger and realized that she never started shopping in the first place. I asked for their corporate office number and was told they could only give me an email. I told their customer service person that their shopper broke their own company policy to which they told me that they will give me a 5 dollar credit and they will handle her by making sure she could not shop for me again. How is that a reprimand Do not shop with them this is the 5th time I've encountered a shopper who just drops my order and nothing is done. I'm removing them from my phone and computer. There has to be a better delivery service.

Be very careful what card you use for payment
Instacart will charge your card unknown fees, then instacart promises refunds and credits which I never got, then I placed an order yesterday, they charged my card then cancelled my order promising refund,never got refund or groceries and no explanation

Instacart charged my account $99.00 for a membership that I never authorized! Supposedly when I used Instacart one time in November it was a free one-time delivery, but they automatically subscribe me for a $99.00 membership. Nowhere it said that it was an automatic subscription, it only said that was one-time free delivery, which is FRAUDULENT!

My first grocery order never showed up so I rescheduled it but they didn't deliver it at the right time so it's set out and all the food thawed so I had to throw it out but then a duplicate order was delivered and it's set out for too long and thawed also. There's always been instructions to ring the doorbell but neither time did they ring the doorbell so I never knew the rescheduled order came and I don't know why it was duplicated. $100 worth of food down the tubes, customer service didn't get back with me and you can't get your money back after 4 days.

As a Instacart Shopper, I am dealing with yet another situation where I was promised compensation for an undeliverable order that ended up costing me alot of time and some money, in which I was never compensated for as promised. I was responsible for taking the order back to the store and getting a refund. The store declined because theydont take back OTC meds so I was told to discard the meds and take photos for proof. I did all of yhe above and sent it via email with no response. I've been in contact with several reps and the last one told me that in order to get my compensation on an order from 3 days ago, i had to complete another order lol. The 1st rep said it would be credited immediately after submitting the requested info... the 2nd one said 24 hours and now I'm told I have to complete another order and contact them AGAIN! This isn't the first time they've stolen my money. During COVID, they cheated me out of $100. And just the other day, I was notified a customer increased my tips by a pretty large amount, all I seen was $1. I'm so fed up with this company and should have never gave it a second chance. The only reason I did was out of desperation. I don't recommend anyone work for this company or order through them They are a rip off!

I've had delivery 4 times and three time there were incorrect items. The one correct delivery was the time I ordered two cases of bottled water. After receiving incorrect items I was promised credits to my next order but did not receive any promotional credits at all. In addition on 12/6/22 I spoke to a customer service rep on the dedicated senior phone line and she was impatient, rude, would not let me speak and raised her voice while lying to me about the promotional credits.
1. Website is not user friendly. Shopping for items is ok but customers should be able to see a list of all site options on the homepage and click once to arrive at their selection of Instacart departments. Lots of clicking and scrolling to move around the website for info regarding your account, promotional credits, contact info, etc.
2. Customers must add a tip BEFORE the order arrives thus my shoppers have been rewarded for poor service.
3. The customer service agent that I spoke with on 12/6/22 was extremely impatient, unprofessional, did not have the correct knowledge about promotional credits and should be retrained in how to provide excellent customer service.
Will cancel my membership and request a refund of the $99 membership fee.

I got charged more than anticipated on multiple occasions!
I am unsubscribing and I wouldn't recommend it to anyone!

I use Kroger, I either go in or do pick up. I used their delivery when I had Covid, it is full filled by instacart. It was an aweful experience. Endless texting over things that were ridiculous- even to the point where I had to text back turn around it's in the case behind you. I let it go as I was pretty sick an thought I'm just irritable. But I didn't understand how the sane store I use could have such a different experience. Well here we are again today- my vehicle is at the dealership being serviced so I decided to try again. As I'm leaving this review we are in the 6th set of texts. It's completely baffling, I now think the "shoppers" don't work at Kroger. They don't seem familiar with the store at all, the texts are over things that should be simple. The annoyance level is crazy - this last photo of what's out of stock showed the actual item to the very far right of the photo. Are you kidding me? And the text before was trying to replace a lunch meat with some type of spam. Not even close. It's not worth the headache of endless texting. Pickup builds the entire order sends one msg with possible substitution that you run right down an accept or decline, it's usually similar products different manufacturer. This is like babysitting someone. Since I started this review I've just received 4 more texts, one saying they are out of milk. I highly doubt Kroger is out of milk. I opened the photo - no people they are NOT out of milk, they are just looking in the wrong case. And another text just now because they are reading the product name wrong. At this point I should have ordered pickup an taken an Uber. I've done this twice. Both times were the same and not good.