InstacartReviews 2,486

Their customer service is so bad, they are not what they used to be. I guess huge profits is more important to them.

If I could give Instacart zero stars, I would. I ordered groceries and never received it. It did not only happen once, but twice back to back on July 1st and July 2nd. The first order never arrived when the shopper marked it delivered, claimed there was tech issues on her end and then I wasn't able to communicate with her anymore. The customer service reps weren't able to reach the shopper, so they added my order to my cart again and said I can order it the next day. I assumed it was just a glitch on their end, so I'll get my refund and I'll just reorder my groceries the next day. Then the same thing happened again the next day, as soon as I processed my order, the shopper finished shopping quickly, showed she was on her way, marked groceries was delivered, but nothing arrived. I was waiting outside my apartment 10 minutes before her arrival watching the gps, but no chat response from driver. Suddenly the chat ended and said order was delivered. I called customer service immediately and instead of refunding my money, Instacart locked my account claiming suspicious activity. They then asked me to provide multiple forms of identification, which I already did twice, but they still haven't unlocked my account. I still haven't received my refund of $571.46. I've reached out multiple times, but the customer reps give me the same answer and aren't willing to help me. Instacart is awful and will steal your money and food!

I would give zero stars if possible. I live alone and I'm stuck at home with covid. I decided to use this opportunity to try Instacart. I regret it. My delivery person checked out of Walmart 1.25 hours before he delivered my groceries. My meats and dairy were not in any kind of cooler bag and were room temperature. I called customer service and they refunded my visa for those specific items. Then I realized that several other items were missing (although I was billed for them). I called customer service again and they offered to refund these items. I told them that I was counting on having these items because I'm in quarantine and was out of food and they said that I would have to reorder. I pointed out that by reordering I would have to once again pay the service fees and tips for the driver. Customer service said that I would have to call back AFTER I reordered to request that those fees are removed. I got fed up and told them that I'd rather do without and that I will never use instacart again. I'm deleting the app.

This company is the most unorganized business that I have seen, Why would Costco use them. This was going to be a large order but they can not handle even a small order, Costco should dump them.

The driver didn't come to my door. They cancel my order. I never have a problem with Walmart delivery.

Complete fraud! I have went in stores with Walmart and No Frills in Canada and the prices are not the same as in store pricing! That's Fraud! Major lawsuit here for those that have been utilized this site for many years especially supporting them before even covid!

Used Instacart for grocery delivery this morning and within 5 minutes, started getting FRAUD notifications from my bank! 9 charges in n hour! Card is ONLY used on Instacart website! They DO NOT SECURE your banking/ credit card information! SHOPPER BEWARE!

Many times shoppers make mistakes. After being a customer for two years, I requested a refund for rotten lemons yesterday. I got a response that I wont be refunded and I will never get refunded again.
They also removed the option to have it refunded to the original payment method. The rep told me it was a glitch. This problem went on for a month after many emails. Finally, they have you take a picture now. Um, how do you take a photo of a missing item or if produce is soft. That ends my business with them. I'm sure there were many hidden costs along the way so I'll save money too.

I liked using Instacart during the worst of the pandemic, the orders were normally correct and not terribly overpriced. I would have given them a four star at least.
I changed my mind today when my Mom (80) happened to notice a membership charge on her credit card for the Instacart Express membership. That we never asked for.
I got on the Chat help, and after a bit of conversation they cancelled the membership, which is why they are back to 2 starts.
But folks - check your credit cards, as I'm sure we're not the only ones

DO NOT USE THIS SERVICE. I understand some people can't get out to shop but order from Amazon instead. The shoppers rarely ask for what replacement item you want if they are sold out. My orders have been wrong 19 out of 20 times. Once ordered 75$ worth of groceries and got 1 bag delivered that wasn't anything I ordered. I also ordered 5- 8 packs of dog food and 3 sodas. I received 5 individual packs of dog food that was. 72 cents each and 3 sodas that orange Fanta was changed to nasty coke. I paid 30$ for that little bit of crap that was all wrong. Go shopping yourself or order from another app. I don't think the shoppers can read. Smmfh

Instacart was great. Tip your drivers well. Gas prices are high. When your groceries arrive answer the door or text when they try to contact you. This will be a smoother delivery

I placed a specific order with this company and placed a message on the order: no substitutions. Not only did the driver not read (or is unable to) but never emailed or texted me with questions.
Instead what I received was two grocery bags full of Fancy Feast, the flavors and textures which my cats won't eat. When I called instacart (steamed) and demanded a full refund including the tip, they refused and instead gave me an 'instacart credit' which was not for the full amount (they kept the taxes and tip) and refused to credit my American Express card. This is the WORST customer service I have ever received and I have disputed the full charge with American Express.

Took over an hour to get shopper! No response. Cancelled it, takes 3-5 days for money to be refunded!

I find that they are cheating the driver, don't forget the driver have to go to the store to shop for the product then drop it off and they are not getting good pay for it, they will send you to shop for a $10 for 15 items then the driver have to go 17.4km to drop it off, that why the driver don't care and I find it unfair that the driver plus the customer are being ripped off both ways, the customer being over charge and the driver being under paid and instacart keeping most of the money for them self

I order food with my cash app card on Apple Pay why make apple a option if we have to verify still it's crazy I will never use this app again

I get that stores run out of products, but Instacartshoppers ignore your replacement choices and There's no way to give feedback or complain to Instacart. I'm actually a pretty good cook, so when I order a specific product I want to be There when I pay for it. In my last three orders the shoppers replaced items with things I can't use, even though I provided replacement choices. For example, I can't use baby carrots in my chicken soup but I got them instead of the bag of regular carrots that I paid for. I could've used loose carrots, but baby carrots are for snacking, not cooking. Yesterday I ordered a one pound bag of Jasmine rice ( one pound bag serves many), but received a single serving of microwave jasmine rice. I chose long grain white rice as a replacement but the shopper didn't look, so I couldn't serve everyone rice with my broccoli beef dish dinner. One got rice, nine others got air. I ordered two 18 packs of eggs for my party but got one. No warning. Can I at least get a dozen if they were out of 18 egg packs? No communication whatsoever. There's no way I can depend on this company. It costs me a lot more than shopping myself, but it's supposed to be a Convenience. If the company accepted feedback maybe they could get an honest assessment of their Shoppers. I pay a service fee, a tip, a gas surcharge, and a subscription. What am I getting? I'd like to make one order a week but I can't trust them so I'll go to the store myself instead. Ugh.

My driver didn't call. Didn't follow instructions. Never got delivery. Called within 5 min of getting message that it was delivered & was not. Instacart won't refund & I have to appeal it. Rip off and dishonest. What a scam!

I pay the anual membership fee. Pieces are higher when you buy through Instacart. I just placed an order that was $270. $10.95 service fee on top of the monthly membership and surcharge on items. What they charge you is not what the groceries cost. And they still tack on the service fee. I'm done with them.

I have used them twice, and my God NEVER again. Missing items, incorrect items, ridiculous substitutions, zero communication from the delivery driver, fees triple that of doordash, I could go on and on. Today they delivered me completely thawed out frozen food, wasn't even cold. My shopper checked my stuff out but didn't make it to my house for almost an hour, and my house is 6 miles from Kroger. I have celiacs and cannot eat gluten, and she seriously subbed a regular pizza for it. My crazy expensive gluten free pot pie was missing from my order completely. The shopper never responded to my messages. This is why I despise pre-tipping. They feel like they already have their tip so they can $#*! around. Then called instacart to get the mess sorted out and she sighed SO LOUD when I told her I had an issue, then refused to let me talk to a manager then put me on hold 20 minutes and hung up on me. Luckily I got Nikita on the line next call, super nice and took care of my issue. But my gosh too much hassle. If I wasn't disabled I'd do my shopping myself, but I work from home I cannot walk. Anyways end rant.