InstacartReviews 2,486

I've been ordering from them for over a year, paid $99 full-memberhip, their services were great. 2 weeks ago, my delivery was sent to Toronto while living in Vancouver, asked to be re-delivered to the right address. They re-delivered to the wrong address again. Called them again, got it delivered to the right address after waiting over 12h. They wouldn't provide a refund for their mistake and customer support representant was making excuses about the payment team which obviously means nothing is going to happen. Seriously disappointed after spending so much money and time, another app could definitely do a better job

Ordered flowers & cheesecake for Mother's Day - 'No Flowers came', onky cheesecake was delivered. --- replacement instructions were listed both by instacart and specific instructions by me. --- it is so Sad No Flowers were delivered --- my phone number was listed but instacart Never called. They did not read or look at replace instructions, they never called - upsetting for such an important day. A little caring and professionalism would have made all the difference in the world instead of a frustrating and sad day.

I quickly received another email from a senior associate for credit restoration and correction. This shows that Instacart has committed to serve customers for long term. For this responsible conduct, Instacart earns its credit and recognition. For this "shared economy world", we need company like Instacart for a better livings. I will use them again. Thank you Instacart Team.

I just received my groceries and I've been with instacart for a while and I've actually loved the services that I've been getting from them, but the last few times that I've received groceries from them my prices of what I purchase has gone up. I ended up with a receipt from the actual store purchases and then I was able to compare it to the instacart receipt in the app it was a $10 close to $11 difference. I call to find out why it was such a difference where the tangerines in-store receipt says $7.99 and then the tangerines on the instacart platform receipts at $8.99 so they're charging a dollar or more on items purchases just for you using the instacart app. On top of charging service charges and fuel charges and then persuading you to tip I call this a rip off. I'll be going to the store myself. Below are images of the store receipt vs the app receipt.

Did some shopping at Costco via Instacart before. Received some credits back to our account due to poor quality of groceries we got. We paid through credit card for the shopping, without our consent they refunded the money as an account credit instead of back to our credit card unless we request the refund back to our credit card. After that, it's been a while we didn't shop via Instacart. The next time when we were shopping through Instacart at Costco for our parents, we were disappointed to find out that those credits were gone. Contacted Instacart, they told us sorry those credits were expired. First time dealing with online business with account credits that has an expiration date without acknowledging their consumers. Won't trust this business anymore, very disappointed!

Never again! My order was shopped for then not delivered until next day. Was told I would get a $10.00 credit, not knowing I would have to spend $35.00 to use it. My card was charged more than what was supposed to. When I called customer service I just got the run around and nobody wanted to connect me to a manager. All of this trouble I should've just went and bought the groceries myself... lesson learned. DO NOT USE INSTACART!

When selecting the tip amount, I chose a custom amount of $20.00 and was charged 20% which was over $70.00. I contacted customer service immediately and was told that I could adjust the tip after the order was delivered and was emailed instructions of how to do so. When attempting to adjust the tip, I found that the tip could only be increased not decreased. I immediately reached out to customer service again and was told they would take care of me and be in touch. 4 phone calls later with no communication or rectification, they are refusing the refund my money. This is THEFT! While I realize $70.00 may not be a lot of money, it is the principle. I have never in my years experienced such terrible customer service.

I'm not sure where the misunderstanding here is. This is a service! Not only the actual company has to make money, but also the driver's and the people who do the shopping for you
I have done the shopping for Instacart for 5-6 months now. Yes the company charges more per item to make their money. I've seen an order for 60+ items 5 miles away pay 11.45 cents. Do you think that someone wants to drive to the store, shop for an hour and a half then drive to your house and take the groceries to your door for 5$ an hour? C'mon people. Get real. Gas is $4.50 a gallon where I live now.
I had a customer ask for so many extra things it took me an hour more to do her shopping, all the while promising to make it worth my while. I had some technical problems so it took me a bit longer to get to her house. These phones aren't always perfect! So when I got there, no tip. I'm sure there are shoppers out there that don't care as well, but many others that do. I think this service solves a lot of problems for both sides! Of COURSE some greedy people ruin everything for the good ones. That's the way the world works!

Reshana B sent a text saying she couldn't locate any of my items., next thing I get a text saying she is checking out… she leaves a bag in a chair on my porch.,, with 3 little jobs of baby food in it…. And charged me 9.99 for delivery…, really… first of all the baby good didn't even cost $3. And and I can I am told they can't refund anything because b all N they could see c was a delivery was made and I have to call the actual store. That was my first and last time using instacart

Very frustrating that they don't allow debit/visa for payment. I don't have a credit card. So stupid especially with todays technology. Stupid.

If you want to be charged for your order then have it cancelled by them and then it takes 2 freaking weeks to get your refund, I highly doubt you do. This company sucks and WILL NEVER USE AGAIN OR RECOMMEND

I gave instacart the benefit of the doubt when they took money from my bank account to be replaced in full when the transaction and delivery was over, after 3 to 5 days they never returned my money, I do not recommend this choice of grocery delivery.

They replaced everything in my order, gave me (and charged me for) a bottle of Pam that wasn't mentioned in our text messages (or an understandable replacement for anything I ordered), and did not deliver $30 worth of merchandise that they charged me for. When I confronted customer service about the discrepancy, they only refunded me for half of that. I only used this service because I'm sick with covid right now and can't get he groceries myself. Next time, I'll ask a friend to go for me and drop it at my door instead.

An order was delivered to my house that was not mine. I called Instacart as soon as this happened, thinking that this would be resolved immediately. After two hours in the phone and chat I was told I would get Instacart credit (for my order over 100 within 48 hours. After 48 hours the money was not there (and I still had no groceries). I had to initiate another 2 hour conversation to find out the money would be refunded to my bank account within 15 business days. I still don't have it… so I have no groceries and the company has currently stolen over 100 dollars from me. We will see if the money comes within 15 business days, regardless, the timeframe to fix their mistake is ridiculous. Never using them again.

I have been using instacart regularly for the past few years. Since I am primary care for my 96 year old mother, have been ordering food on her behalf for all this time. Though I fully understand a businesses need to change process, enlightened businesses understand the need for escalating valid issues to second tier support. Unfortunately Instacart does not do this. They now force both a validation of ID & Credit Card and lock your account each and every time. This makes a complete mockery of their Senior only helpdesk - not truly understanding what seniors need. Basically I don't know too many elderly that are computer literate enough to order from their own account. My mother has no internet, email or computer. Have canceled my subscription since they basically don't care to learn. Food delivery is a big deal for our elderly parents!

After a few years of troublefree shopping and delivery, Instacart cancelled my $400+ order because their driver could not find my (unchanged) address. This resulted in a store charge to my bank account that is taking 9 to 12 days to reverse, despite initial promises that the undelivered order would not be charged. When contacted about the very bad P. R. that one incompetent driver had created for them, Instacart only offered to put a note on my address to prevent the same driver from being assigned to me again. This means there is a good chance other customers will be angered by the same incompetence in the future.

A responsible company with real concern for customer satisfaction would (1) guarantee no orders are charged until successful delivery is made, (2) disqualify and remove shoppers/drivers who cause serious problems for customers, and (3) have a help resource available to drivers who are having trouble with delivery. This help could be in the form of map assistance after a failed attempt, or mini-maps included with every address assignment.

I'm not surprised Instacart is ranked 44th among grocery delivery services, but I wish them well in improving their service and image.

The first time I used this service at Publix. I did not get all my items. When I called they would only give a credit for next time! Well next time was today! I did not get my credit or my groceries! They delivered to the wrong house! When I asked what address, I would go get them. They would not tell me! Also my order came to 40.00 dollars, when I called customer service would only credit 30.00 dollar! My order was only 26.00. DO not ever use this service unless you want to throw away hard earned money as of now!

These people are lazy, never actually look for the items you have ordered, choose any random "replacement" they want, are disrespectful when speaking to you in the chat, no good theiving traah. Do NOT use Instacart! And keep an eye on your bank statements. They are fraudulent with zero customer service skills/knowledge. How is this company still running?