InstacartReviews 2,486

My order was never delivered despite this driver saying it was. I waited a half hour just to see because I know sometimes they mark it as delivered a couple of minutes before hand to get better timing on the app. But nope so I contact Instacart and say my order never came they checked and say well "he came to your neighborhood" maybe he delivered it to someone else ha, I doubt it he probably stole my order and is eating pretty. I gave a tip which I quickly changed to a 0. This isn't the first time this has happened I had someone a different driver pull this stunt too, he actually never came and the company couldn't get a hold of him. Some of these drivers will steal your order and shop for themselves. They do the same thing with takeout orders too. I saw another comment here and they're right it's funny how they can take your money so quickly but I have to wait over a week for my money to return to me…I don't like being a difficult customer I always tip these people but this is unacceptable and I'm waiting for my money to arrive…this is what happens when you hire just anyone you get lazy people who just want to take and steal from you for nothing.

Just had an order canceled because their card system that they use to pay for an order wasn't working. If I paid for my order, all you gotta do is pick it up and order it off why use an extra step that isn't necessary. Never again.

Used Instacart for the first time, driver marked every single one of my items as "Out of Stock" and still walked out of the store with 90% of my order, from what I can tell without it going on my credit card. He "Substituted" (I marked notify about subs) with about 12 items of his very own things he needed. I saw none of those items but was charged for them at $65.00. Spent the day trying to get it fixed. NEVER AGAIN.

When you place your order, you are asked to leave special instructions for driver. I am handicapped and requested that groceries be brought into my apt and not left in the hallway at my front door. Driver somehow got into building, left groceries at my front door, didn't even knock. Neighbor saw packages and brought them in. Called C/S and was told driver would be banned from delivering to me again. Big deal!

As an Instacart Shopper of 300 batches, I have more than sufficient experience with their app to say that their mobile app not only is fraught with bugs (Navigation frequently send me to wrong customer and store locations, Care Agents unable to speak English and lacking basic human intelligence, numerous instances of customer fraud, predatory Shopper exploitation etc.) it also enables theft of Shoppers personal data and identity theft. My account was hacked by scammers posing as customers who were able to steal my mobile phone number and email credentials. Do not use this defective, worker exploitative app. You will regret it.It deserves rating of zero.

Waited 2 and half hours just for my order to get cancelled. Unacceptable. I will never use this app or company again.

My shopper said half of my items weren't in the store. I called the store and they confirmed that they were indeed there. I ended up having the store deliver directly to me and received all the items he said were out of stock. It seemed he didn't even try to look. When I told him that they actually had them I received no apology or anything.
Contacted customer service and all they offered me was a $5 credit and that he would never shop for me again. As you can see in the email about the issue they insisted that it was an issue of the items being out of stock. This was the first time I've used it and it was a bad enough experience that I won't be using it again.

The stock up and save need to be back on the app and the webpage needs to have the stock up and save on top of the page not near the bottom where it takes 45 minutes or longer to load. Needs to have a custom option to pick what you want to see I don't want to see recipes I don't want to see apron meals I don't want to see top picks for me I'm sure I'm not the only one this app was okay now it's getting worse between the price hikes and how its bog down now with so much extra that's not needed

I'm disabled so Instacart is a pretty useful. My only concern is the fee's they charge. An order with a food total of $97 ends up costing $125 if you leave a fair tip. I understand the product total, the tax on that total and the delivery drivers tip. My issue is in relation to the service fee and service fee tax. According to the info I can find they charge 5% for Thier service fee and $3.99 for Thier delivery fee. After doing some calculations on my phone I realized that Thier service fee and service fee tax was calculated using the total cost of the groceries I purchased plus the tip I left the shopper. Somehow that doesn't seem right to me.

I don't even know where to start. So many issues, cannot get money back and customer service just doesn't even attempt to help. At all.

Several times using this service I've gotten the wrong orders or they were delivered to the house next door. So clearly the shoppers aren't vetted because they all seem to be idiots. And the app will not let you request a total refund. NEVER using the service again. I'll hitchhike to the store next time, thanks!

First complaint is they swap your items with literally anything they want, even if it is nothing like what you originally ordered. Or they dont swap anything at all and you STILL have to go to the grocery store anyways, which is such a waste of time and money.
When it comes to produce, they will pick the WORST fruits and vegetables, the dented, old, moldy, rotting pieces that are on the bottom. Or the completely unripe food you cant even eat.
The website is tricky and deceptive, you think youre ordering a small can of beans and they charge you for a giant can.
They will give you other peoples groceries and give yours to other customers.
They say they will arrive at a certain time and then show up hours later.
I stopped using them for a long time but gave them another try today because I was low on time. I placed my order and before it confirmed my $140 order, it said my order was cancelled. I spent 40 mins trying to get in touch with someone to help me and it ended with them telling me $175 will be held for up to 10 days and theres nothing I can do about it. So, now I dont have enough money to get groceries, no help was offered and I am done.
Please dont use this service, you will regret it.

Instacart is getting worst day by day! They don't care about customer anymore! Their shopper cheat by saying "out of stock" and forcing us to buy expensive items! My order was late and perishables were destroyed in scorching sun! When asked for refund they threatened to disable my account! Kept explaining everything but they dont listen. It's just rising demand they are sitting in the top! But they don't realize treating like this, will shut their company down soon! Hope some great companies emerge soon so we have choice! M filing a claim with my paypal for this! Cause it's ridiculous!

Ordered 2 days in a row, both orders incorrect. Charged for items not received or wrong items. Last order said complete, then an hour later rescheduled. Absolutely horrible

I had a shopper who went into market basket around 5 pm to get 23 items and at 7:30 pm when he only had 2 items left to get I got a message saying the order was rescheduled to 11 am. No reason given. No way to contact the Instacart shopper. Absolutely bull $#*!

I placed an order for a specific item. After ordering, a notification on my computer popped up asking if a replacement item would be ok. I clicked "NO" and that I wanted a refund instead. Later, I got a message from the shopper that my item was not available, but that a different item (for 50% more was available). I said I already indicated that I did not want a replacement item. She said, "great!" and made the purchase. I messaged back and forth saying I didn't want something different. She said she would return it and I would get a full refund. An hour later I got a message from Instacart that my items had been delivered and asked about my experience. I sent a message with the information above asking for a full refund. Five days later, no response. Two days after, it sent me an email asking me for a survey. I did the survey, still no response. I checked my credit card and it had charged me for 150% of my original purchase price. So, I had to call customer service. I told Instacart about my issue three times before I could get any response. I'm still awaiting my refund. I don't know if this bait and switch for a more expensive item is common, but I feel like it is, because doing so automatically increases the shopper's tip, which is based on a percentage of the purchase price. Shame on Instacart!

I got instacart(grocery delivery service) due to the pandemic, don't drive and because I have rheumatoid arthritis in my legs. In North York the taxi drivers mostly want cash not debit, the buildings and shopping complexes are large and there are arguments about which exit the driver should pick you up at(and where he legally can) and the dispatchers don't seem to be familiar with Toronto. I am already paying higher fees for groceries to instacart as I can't get the specials or the markdowns and I am paying a tip. I found them helpful for picking up heavier and more bulky items. After three months using the service, I noticed an unauthorized debit of $111 on my bank account(I last purchased an order 7 days ago) and I phoned and it was reversed and was told my free membership had ended.

This is long, but try to read it. DO NOT SUPPORT THIS COMPANY! They treat their shoppers horribly. If a customer says they didn't get their groceries they refund/credit the customer and blame you for it, even if you tell them that 100% the customer did. Customers scam for free food and then it gets held against you.

They do not have any phone number for you to call and actually speak to someone, yet they can call you, but if you call the same number back it tells you the number can't be called. It is all through chat and email and the people you chat with do not relay information to the people you email, and then the ones you can email don't respond.

They do not care about the people who go above and beyond for THEIR customers. I made extra trips on my own time and paid money out of my own pocket to ensure a family got their dinner. Another customer was mad that I wouldn't bring his food down an unshoveled dark alley in a snowstorm and had to come out himself, and then called and said he never got it. Another customer was not home when I showed up. After they tried to reach the customer and did not get a response, I was told BY THEIR AGENT, to donate them, so I brought them to a food pantry. The customer the next day reported their groceries missing and that was held against me,, even though I did what I was told. I had accidentally dropped off another customers groceries at the neighbors house, offered to go back and move them next door. I Was told don't worry about it and then Instacart deactivated my account because of it.

It may be convenient, but They are a HORRIBLE company. Do not support them!