InstacartReviews 2,486

Being in a household that is high-risk for COVID, Instacart has been convenient and helpful. However, I almost always end up with missing products for which I'm still charged, wrong items, and even had my groceries delivered to the wrong house twice. Once, the shopper apparently stole my groceries because according to the live map, he took off in the complete other direction and came no where close to my house. He also wouldn't answer my messages or calls. I have a yearly subscription but will be canceling at the end of the term because if I have to make a new order through their mistakes, I have to pay a minimum fee each time. Not worth it.

Absolutely HORRIBLE service. My order started at 12:35. I had to basically hand walk my shopper through each and every single item. I had a order with 16 items that took my shopper over a hour and 38 minutes to shop for. Delivery was supposed to be at 2:10. I received a message at 2:07 my shopper was heading to her car and would be on her way to my apartment to deliver my groceries. 3:38 rolls around and still no groceries. A message pops up that says my groceries will now be delivered by 4:45 today.
ARE YOU SERIOUSLY KIDDING ME? Knowing my groceries are already at this point pretty much thawed which means I won't be able to refreeze them or I could get sick. I messaged my shopper and she said she was out shopping for another customer. The store is only 2 1/2 miles away from my apartment. I called instacart customer service and some guy answer the phone and I could only understand the word Hello everything after that was jibber jabber. He definitely could not speak English well enough to do this kind of a job over the phone. I asked to speak to a manager and was told there's no managers available. I called back and got somebody else and was told the very same. This is not a service this is a scam. I would NEVER EVER use this so called instacart ever again. It's pathetic, it's scamming people out of money and it's WRONG. I HOPE THE SO-CALLED SERVICE GETS SHUT DOWN FOR GOOD. IF I COULD GET AWAY WITH NOT GIVING IT EVEN ONE STAR I WOULD BUT OBVIOUSLY THAT'S NOT POSSIBLE EITHER.

IC is wild in terms of their inability to assist their shoppers. No matter what issues shoppers have, they ensure shoppers are not helped, hence the high shopper turnover rate.

Whether it's orders being marked as not delivered, missing items, reimbursement request etc, no amount of information will cover you.

They track your location, hold onto the conversation with the customer, and document conversations with their "trained" staff. But they will NEVER have enough information go meet your needs.

Not to mention, the people who order groceries never respond to messages; the shopper takes the brunt of replaced items they attempted to confirm with the customer.

I hope Instacart can find the right staff within your company to finally start assisting your shoppers.

Side note, if the IC card doesn't work, CANCEL THE ORDER. I made the mistake of covering one with my debit card because they promise reimbursed but claim the time/date/info on my bank statement isn't sufficient enough information.

SCAM

Instacart is the most GOD AWFUL company I have ever dealt with. Their shoppers cannot follow instructions, forget about delivery instructions and their customer service is absolutely HORRENDOUS. I have had numerous errors, all due to shoppers, wrong items, expired items, safety seal missing, etc. Instacart locked my account so that I can no longer get any refunds or credits regardless of the reason. Did I mention how their customer care is a joke; it it care less! Their service should be called "CUSTOMER CARE LESS!" Stay away at all costs. Even if you have to pay more money, USE ANOTHER SERVICE!

I have used instacart for a couple years for my catering company. Even though they jacked up the price of items ordered it was a help when I was too busy to get to the store. As a business owner it is important to be able to depend on the services that you employ. There were two times that they dropped the ball on me and never brought the groceries I needed for jobs. This last time was completely unacceptable! I scheduled delivery for the following day between 1-3.3 came and went and then it said that were running behind and would be here at 4. That came and went so I contacted them and they assured me they were running behind but a shopper would be assigned soon. 5-6-7 passed and when I spoke to a supervisor she said it would be the following day! If they had just been honest and told me at 4 that there were no shoppers I could have just gone to the store myself. Moving forward I will do just that and save money and frustration.

When the delivery driver was backing out of my driveway, he drove through my grass and ran over my mailbox I watched him jump out of his car, run around the back to look at the damage, jump back in his car and speed off. Instead of Instacart taking responsibility, they want us to jump through hoops to make a claim that will take up to 45 days. That email was sent after making countless calls and sending emails. Their first response was, they use independent contractors and they are not responsible. What?! If you use this service…. BEWARE of the IDGAF attitude.

Constantly has "pickup available for 10am" and then when you're finally done with order, it's for tomorrow and not today. Constantly. And you can't see that until you go to finalize order. Stop misleading people with available times.
Also, has "pickup available within X hours" which 99% of the time is not the case. They clearly cannot estimate or give valid windows of time which is one of the main reasons I would use the app to order instead of shopping in person.

I signed up with these guys about a month ago for their "express" membership with free delivery till April. It worked great the first time. Second time, two weeks later, I got a notice to upload images of driver's license and credit card to verify the account. Then my account was locked out. I called and was sent a 'reset' link. The link did nothing. Now, a week later, I called again and was emailed a link which did not include any provision for resetting my account. I kept the lady on the line while I tried it. She tried sending the exact same email again. Then, she must've found out what I just learned with my last phone call, that my account had been cancelled last week, but we were mysteriously disconnected (I'm sure it was an accident). Three phone calls and hours of my time, wasted trying to get this to work. Thanks, Instacart! Just wait'll you try charge me in April. The one-star rating symbolizes how many times this "free" delivery offer actually worked.

It's already been on the news and on the radio how high the prices of food are going up why would we use some company like Instacart. I looked at the prices that Instacart charges compared to the actual prices in the store and Instacart is price gouging us, four cans of tuna fish are normally between five dollars and six dollars Instacart is charging us eight dollars. This is how they're making their money this is how most companies like this make their money we as consumers have got to stop allowing companies like this to take advantage of us and we need to get off your lazy asses and go to the store and go shopping. I understand it's not easy for a lot of us to go shopping and we need sites like this but if you need someone to go shopping for you go to Stop & Shop they have their own delivery service or have a friend or family member pick food up for you go shopping for you it's done all the time. I can't see the site around too much longer I've never read more negative reviews on any site in my entire life. Whoever started this Company thought by making a cool commercial it would attract customers and I did but once people started using this site that's when you realize how horrible it really is

If you have any self respect, (serious any at all) do not work for this dehumanizing company.
Instacart cares 0% for its shoppers.

Furthermore the company has purposely removed ways to contact them, as means to avoid complaints.
No joke, try to look up ANY contact for this company. I'll wait.

The worst part of Instacart and gig jobs like it, they thrive on this "NOT AN EMPLOYEE OF OURS" mantra

They believe because "shoppers are not our employees" they can treat humans like less. Its gross, its dehumanizing. Its not how we treat fellow humans. Money has sullied this company.

AVOID LIKE THE PLAGUE.
Also the pay has gone way down (pay restructure, farther distance drop offs

Horrible customer service canceled my order and charged twice; refund was promised within a couple of hours which was not the case. Manger useless

I started working for Instacart January 15th. After very little training or help I found another "shopper" in a store and they very graciously helped me through my first "batch". I then proceeded to shop and watch YouTube videos for help and hints. I then had an order that seemed off to me after I had been working for about 2 weeks. Not to get into details but I was suspicious didn't deliver order, took back to retailer and immediately contacted Instacart and informed them. The next day I received a phone call stating they were with Instacart and they had received a complaint. I verified everything was told account was locked for 40 minutes and after that I would be allowed to continue and my account would be clear of any "Red Flags". Well guess what, it was a fraudulent call. I wasn't able to get back into my account so I immediately contacted chat support again, was told it was turned over to a team and that all would be straightened out. Well guess what? Nope! I was terminated after their investigation. Not only did that happen but I had to make sure all my personal information, accounts and phone were not compromised. What fun! Had to even change my phone number! Check out The Verge article on this it's exactly what happened to me! Article title is "Instacart Shoppers say their accounts were wrongly deactivated"
DON'T work for them! I'm a 57 year old person who was doing this to break up the monotony and make a little bit of money while doing this. I'm also a business owner who had time on their hands, so not your average "Joe". But I hate to think about the people who really are trying to make a living because they need to and have this happen to them or worse and not be on top of it!

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I am 13 weeks pregnant with triplets she left my bags half way down the drive way where I can't get them this is the type of person they hired my food is getting snowed on as I rite this review who does that to a pregnant women thanks Instacart not to mention she got a tip of 20 dollar's I give her more then I should have ungrateful she is

I needed a lot of products so I was online for Instacart at Aldi's grocery for quite some time. After spending all that time I try to get the $30 promotion that they had offered me on an email. It would not come off so I called Instacart. I don't have her name but the girl who helped me was very patient, apologizing frequently. No matter what she told me to do the Instagram website would not take the $30 off that was promised to me. This took over two hours and then she disconnected me. My order is no longer in my cart.

I have had an ongoing problem for a month now. I only got to shop for one day with Instacart and the next day I logged onto the app it said my account was under review. As soon as I saw that I tried to call the customer service number they had but it was out of service. I then tried to contact an agent through the app and they said they had no idea why my account was under review and just gave me a list of things to try that did not work. The next day I contacted another agent and they said they would escalate the issue and to expect an email within 48 hours. I have contacted an agent almost everyday for a month and have not received one email. I keep getting told the same thing that they will escalate the problem and to expect an email. They have also given me an email address to send a message too but as soon as I sent out my email I got one right back saying that the email address is no longer in service. Today was my last straw. At this point I gave up and just wanted my account deleted. I was on chat for 4 HOURS and got NOWHERE. They told me that nobody could delete my account. I asked multiple times for a corporate number or email and I was just ignored every single time. I asked how to make a new account and how to delete my number linked to my under review account and told me I had to get a whole new phone number to make a new account! It is impossible to get any problem solved with this business and has been such a waste of my time. I have spent hours trying to get my account back and have gotten absolutely nowhere with no response. I really hope they can have this problem fixed for others but they just lost a subcontractor because of how bad there customer service is. Terrible.

Absolutely horrible customer service! They have 0 security measures in place when creating an account, meaning, someone can create an account with just your phone number. I created an account a few days ago and as soon as I logged in says my account is disabled and cannot be re-enabled. I have called them and explained to them that I HAVE NEVER BEEN AN INSTACART SHOPPER, and their solution was to use a different phone number. Now I could do that but then I would have to have the phone that. This whole experience has been awful and I will not recommend instacart to anyone!

I've worked for Instacart since it opened business in Miami and it's the worst food delivery independent contractor. The pay rate is very low and their service expectations from shoppers are very high. They retain shoppers tips for 24 hrs., arguing that the tips may change, but the fact is that Instacart is making millions of $ by unlawfully playing around with thousands of shoppers tips overnight.