InstacartReviews 2,486

I'm a single mother that does not have a vehicle so I use Instacart I ordered 40 dollars worth of groceries the last $40 I had and they canceled my order charged me $15 for a cancellation fee and they are the ones that canceled and told me your money will be refunded in 5-10 business day I m so devastated that was the last money I had to feed my kids and they took and and said we will give you a $10 credit that won't even cover the delivery fee I'm crying right now I'm so stressed all they could say is I'm sorry like why can you just credit my money so I can go o a different store this is the worst experience I have ever had

I utilized Instacart about dozen times, but I'm done. I do think the shoppers meant well and were always polite, however, they do tend to shop for several orders at a time which means if you have frozen goods, they're going to be half-frozen by the time you get them. My latest experience, however, was the worst. I was charged for 3 items I did not even order! They were two large containers of Ice drinks (which were not even in my order despite being charged) and a large package of Kroger brand toilet paper (which I do not buy but I did get, so what the heck, I kept it). The total for the Ice beverages was $24.99! Which I was eventually reimbursed for plus $10 inconvenience fee, but knowing it was possible for me to be charged without my permission was enough for me. I'm through with Instacart. I'll wait another day for a Kroger delivery person.

I shop at Wegmans in Alexandria, VA and have groceries delivered by Instacart. I've noted the following at least 3 times and passed the issues on to the delivery personnel.
1. The link that is supposed to show a replacement has not worked for months! "Oops... something went wrong..." is the message and the customer is then sent to Wegman's home page.
3. You ask the customer to approve or not approve replacements. The first message I got today was that the shopper made a replacement for something I did not approve, and sent me the link that did not work.
2. I live in a high-rise condo and am careful in filling out the required address information on the website, including the number of my condo and how to use the call box to get inside the building. Why can't the delivery person see this information (including the unit number)? He sent a text asking if he should leave my groceries in the lobby of a 15-story condominium. He should have my phone number as well - why not call me?
My order number: Order ID: # **************
These are simple gaps to close. Instacart -- are you paying attention?

Instacart works with other stores to determine what they will sell to what people in what neighborhood. Both instacart and Walmart jointly rescheduled my food delivery over 3 times. They determined that my neighborhood was not worthy although I paid for my items through credit although it shouldn't matter. When I called for help the rep had a lack of care or concern and seemed to be unaware of.good customer service. He tried to tell me that Walmart was out of the 31 items I needed. Really? It's like winning the Lotto.Hey you never know...LIARS!

I order the from Costco for $167.15 and they charge my PayPal account for $199
I called to customer and said this charge for it,

The delivery driver sat outside of the WRONG house unbeknownst to me, and then proceeded to withhold my order while telling the agents that I was not present. When I called customer service I received no help at all. You can definitely see that they are unprofessional and repulsive as a business.

Disappointing, and more disappointing. The company has ethics issues. They will without your agreement take out extra than your billing total and after they do, they will send you a snail email stating they take out extra "incase" your total becomes different than your billing. Make some sense out of this bad consumer practice, Infact it's not even legal unless they make it be noticable. Next, all those extra unnecessary fees. Items listed on the store is higher than in the actual store, and instacart has a big issue with their search engine, issues relating to most items that is on site as available, later your shopper will notify you they are not. So lacking in the important service is an issue. I hope Canadians will not use this service they are not worth it. You will be paying for headaches not convenient. Canada need a better company to deliver the service that Insta Cart markets.

First order they delivered to someone else and said it was delivered to my address...NOT second order I was guaranteed it would be at my house by 10pm...NOT!
Spent 22 min on hold to get in touch with them. Cancelled the order 5 to 10 days to credit my card. That's funny I paid them instantly why cant they refund me instantly. Who do I bill for my time spent dealing with this, I could have gone to the grocery store and back 5 times with the amount of time I spent dealing with these people. So much for convince...NOT!

I am very aggravated with instacart. I have been using this service for my groceries for close to a year now where I order and go pick up. I have twins so going into the store is very difficult. I have always been pleased with my services from the grocery store. Yesterday I tried to make an online order and it showed that my account had been deactivated, no noticed before hand or anything. I call and speak to someone they say it's because my delivery address had changed so I needed to send in my ID and CC info. Odd thing is I never have it delivered I pick up. She then said it would take 24-48 hrs. This morning I check and still not working, call again to find out if we can resolve this quickly so I can get groceries. Their excuse this time is I'm disputing a charge, I have never disputed a charge. I asked to speak to someone else who could resolve this and just kept getting the run around.

Instacard doesnt give referral credit to its shoppers even though if you use the referral link. They are intentionally misleading and giving unclear information about how to get referral credit. Using this unethical act they are saving millions of dollars on the cost of poor hardworking naive shoppers. There should be A class lawsuit for instacard not giving referral credit to its shoppers! Instacard is a frawd!

I ordered a product, they claimed to have delivered it but they didn't. They said they would redeliver but delivered a complete different flavor. Tried to contact delivery person but they would not reply.

I pay $9.99 per month for FREE Delivery... and a $20 tip to driver. There was a sneaky additional $8+ Service Fee from Instacart for something we should not be paying for when Checking out!. I live 1.5 miles from store. This delivery would cost me $40. I SAY NOPE! Cancelled my subscription!... and Yes, I sent a letter to complain to Instacart.

I've been using Instacart since Covid however due to the convenience, I've continued to use it even though it's expensive. Here are the items and stores I've had issues with:
Giant Food Stores
Selecting fruit - I've had to get refunds every time. The strawberries were moldy and dripping juices.
Ground beef - I can never get the amount I order. Ex: 2lbs, and I get 1.35lbs. I was told because the scale only goes to 1.50 lbs. What? They could have just provided two packages to total 2 lbs.
Today, I specifically requested delivery between 11:30 & 12:30, so I could order a rotisserie chicken. Instead, the shopper shopped very early and refunded the chicken. I tried chatting with the shopper, and I was ignored. My order is on its way, and it's 10:15, so we have no lunch and not enough ground beef to make dinner.

No different than any of the other services out there...everything's fine while you're making large orders that carry larger tips with them. As soon as I tried to make a smaller order: delays, rescheduling, redistributed to a different delivery driver altogether. They're no different or better than any of their competitors. Cancelled membership after only a few uses.

I've used this service 4 times and 2 of the four I had to call customer service for missing items or items the driver added to my list that I didn't order but paid for and didn't receive. Or, I will get a shopper that reports everything as out of stock! When you call customer service you will get a refund in 5-7 days but, what if I had no more money but, my groceries were missing? Yet you're back at square one and paid fees for services not rendered and a tip too! And still have to make time to grocery shop it's not worth it. The shoppers know instacart will refund you for the stuff they took therefore, it's a continuous cycle. MY THANKSGIVING ITEMS ARE MISSING THAT I NEED TO COOK AND DID NOT HAVE TIME TO GO OUT TO THE STORES AGAIN! I WILL NEVER USE THIS SERVICE AGAIN!

I bought a $25 gift card from instacart and it turn my account with a promotional they had baking donation to the local homeless shelter for the holidays. Instacart deactivated the account and refused to give me a refund on the unused $25 gift card they were stating it was deactivated cuz it's suspicious activity. So I guess making a gift to a homeless shelter it's suspicious activity and you can't do it and you get deactivated. Well this is cruel and wrong these people should not be denied of this donation. You had the address and telephone # to call and verify it. Well after 105 email 15 live chats and 10 phones calls just a stalemate with you. How you be so cruel and inhumane against amazes me.ITS THE HOLIDAYS I HAVE TRIED TO WORK WITH YOU EVEN TO THE POINT OF JUST ASKING YOU TO MAKE A DONATION OF THE SAME VALUE YOUR RESPONSE WE DON'T DO THIS LIKE THAT. SO I AM POSTING THIS TO LET EVERYONE THAT YOU STEAL FROM NEEDY WHEN YOU REFUSE TO REACTIVATE THE ACCOUNT. IT IS HORRIBLE THAT A MULTI MILLION DOLLAR COMPANY WOULD DO SUCH A CRUEL AND INHUMANE THING. I SAVE AND BOUGHT THE GIFT CARD FROM YOU BUT YOU WOULD RATHER STEAL IT AND LET THEM STARVE. SHAME ON YOU
I WILL KEEP FIGHTING FOR THEM

You will be sent in multiple circles. Promise contact from "designated escalation team" and you will never hear anything. Literally the worst customer service I've ever experienced. I had to go back and forth and send SCREENSHOTS to a customer service rep and then finally after I began to get angry he said "oh upon looking further, I can see you were supposed to have $20 applied to your account" but the entire time he was saying I never recieved credit and that none of my prior conversartions mentioned credit. ALL 3 OF MY INSTACART CUSTOMER SERVICE INTERACTIONS WERE LITERALLY REVOLVING AROUND THE $20 CREDIT! This has GONE ON FOR DAYS! Horrible. To seal the deal, I got an automated email apologizing for not being able to apply my credit card... not my issue at all. It's like they intentionally make you wanna pull your hair out. TWO HOURS spent on going back and forth, for nothing. They knew the entire time what I was talking about, and they play dumb. Like they intentionally make this so frustrating that you just give up. Im done

Twice now I've been promised an escalation. Nothing. Wasted 2 hours of my time total trying to talk to these incompetent people

U charge for everything. Your shopper get paid even when they claim u don't have item yet I never see refunds back into my account. You don't help me save in any sense. U find plenty reason charge extra at end. Not all shoppers know how pick good items.learn to train them. Return funds and stop overcharge

I've never had this issue until the last couple of orders. Instacart isn't clear when ordering produce, but as far as I know, ordering 1 ct of bananas means one bunch. I even write in the additional notes and instructions to get once bunch. But they still only bring me one single banana. Same issue with sweet potatoes. Huge waste of money that I can't get back.

My groceries were supposed to be delivered 48 hours ago. Their excuse is they didn't have staff to shop. Even if they don't have staff in place, they still give you updated delivery times so you can wait around for them to not show up. Avoid them.