InstacartReviews 2,486

This is an absolutely awful company that doesn't care about anything except their own bottom line. They charged my bank account over $1500 in one night. I woke up to an overdrawn account. Lucky my bank had experience with them doing this to customers before. When they treat customers this way, I can only imagine how they treat their employees. I will get the money back, they promise, in 5-10 business days. Don't do this to yourself. Instacart is terrible. If you are high risk health-wise, don't rely on these ppl. There's no way to contact them once they take your money. Repugnant. I will remember exactly how this made me feel for a very, very, very long time.

I used Instacart for the first time last week. The 'ordering process seemed straightforward. I ordered 79 items in total.
They got 3 of them right. I was so appalled by what I received that I immediately filed a complaint. I was told that someone would reach out to me within 24 hours. It's been a week. Nothing except an email stating that my "issue" had been resolved. Huh?
Not only is their service ridiculously expensive, it's horrible, and their customer service is useless, apparently. My total was about $230. Of that, approximately $45 was for various charges. Sale prices didn't appear to be honored. In all, I paid approximately $70 for the 'convenience' of having the wrong groceries delivered to my door.
I have a compromised immune system, so I'd hoped this service would be a godsend. It's not. Since my experience, I've spoken with dozens of folks who've had similar issues... I really wish I had read the reviews PRIOR to using them. Expensive lesson! I hope this review prevents at least one person from making the same mistake!

In spite of all the negative reviews, I have to say that my recent experience was excellent. My order was placed, shopped and received within 3 hours. The store was out of some items, mainly produce, and the shopper refunded all. He also replaced a few items, after texting me for my approval. My delivery instructions were followed exactly, and the shopper was very polite in his communications. The service is worth the slightly additional cost, and I will use them again

My receipt for superstore groceries was $348.35. This included a $24.98 beach towel which was supposed to be free and included due to the amount of the order. According to my receipts, I should have been charged only $12.91 more than the $348.35 bill which was provided to me by superstore. I should have been charged $361.36. The charge put through by Instacart to my card was $431.24. Where is the transparency in this? Superstore did not charge me $69.88 more. Instacart didn't share this information with me ahead of time. Instacart did not give me my towel upon delivery either. When I submitted a complaint about the bill discrepancy and the missing item they sent me am email which I have pasted below. When I attempted to clarify through an email response to them, they just resent me the same information.
Hi Tara
The difference you see with the in-store prices reflected in your Instacart digital receipt. I'm happy to assist you with this.

Retailers set the prices of items available for delivery on the Instacart platform. Retailers who offer the same in-store prices through Instacart can also include most sales, promotions, offers, coupons, and discounts.

Although prices are based on retailer data, sometimes in-store prices may differ from those available online as a result of the data the retailer provides or recent price changes in the store.

Please provide us more information about the item that is missing and I will credit the amount of the item to your Instacart account.

I hope this helps. Please let me know if I can assist you with anything else.

Regards,
Sakshi
Instacart Care

I will be sending this information to Marketplace. I will boycott Instacart and demand transparency for consumers.

Wort customer service EVER. I tried calling twice to ask if Instacart shoppers can use Kings card when shopping at Kings in order to get benefit of sale items. Not only did I have to repeat my question several times, I was left on hold. When they came back they just started naming all the supermarkets that Instacart has contracts with. Absolutely ridiculous and MADDENING experience. Instacart's customer service is the WORST. They need to fix that. With the millions this company is raking in, they should be ashamed of their customer service. THAT should be a priority. I gave one star because if I left it blank my review wouldn't post.

On July 2 I ordered $49.00 worth of groceries through Instacart. They blocked my checking account for $85.00. As of today July 6 the funds have not been credited back to my checking account. As a senior on a fixed income, with rent due today, I cannot afford this hold. I have called at least 3 times and you get nowhere. Be careful with this company, this is the worst and most stressful experience I've gone through with them. There have been other problems. Missing groceries that I was charged for twice. I was given a coupon for the trouble that expired within 5 days - I couldn't even use it and the list goes on. The grocery items are sometimes double the price with using Instacart, plus you are paying subscription of $99.00 a year for this treatment. If you can get what you need another way do it. The care is just not there for those who need it most. Stay safe.

I signed up for Instacart when the COVID-19 first started. First order placed from my local cub food grocery store, didn't order but received and was charged 5.29 for a secret deodorant, sent an email to instacart. Second order placed through Byerlys grocery store, ordered charmin toilet paper and asked for zero replacements, received a green forest toilet paper for 12.99. Again contacted instacart, neither time in these two errors have I heard back from instacart. I cancelled my membership 9.99 per month and have continued to contact instacart with zero replies. Have tried to return both items to the stores purchased from and they aren't accepting returns and tell me that I need to contact Instacart (which I have done, to no avail). Since then my hours have been cut (yes, I do realize I am still lucky to have a job) but am VERY disappointed in Instacart and would NEVER recommend them to anyone. I will continue to reach out to Instacart but am out over 25.00.

I purchased an order from Stew Leonard's in NY for pickup, canceled it and everything reflected that way on their website. Later on see a charge for the $109 from Instacart on my credit card account. I am 100% disputing this. My coworker also brought up the fact that she was charged full price (over $180 for groceries) and half of them arrived.

This company is unethical and has no values and the only reason they exist is bc they are exploiting vulnerability during a pandemic. In more normal times they will be remembered as a smear of crap on a piece of toilet paper. I see no moral difference between them and the people price gouging hand sanitizer during a pandemic.

Today was the first day I ordered food delivered by Instacart. I received items that I did not want even though I communicated with the person when she substituted different items! I ordered a large Organic spring mix and the expiration date is tomorrow!

I am so disappointed. I am on a fixed income and the cost was so much more than I expected! Now I read they take additional money from my account and will have the total figured out in 7-10 days! That is ridiculous. Shipt has everything finalized within a day! With Shipt you also don't tip until AFTER the delivery! That makes so much more sense! I will be watching closely to make sure they put the money back into my account! I am a Shipt customer from now on!

If I could give zero stars, I would. Every single time I get my groceries delivered, there is a problem. EVERY SINGLE TIME! My ice cream is melted, the milk is warm, pizza is not frozen anymore. It is utterly ridiculous that a grocery story delivery company can't get it together. One time, they changed my scheduled pick up order a full 24 hours and claimed it was because I was buying alcohol, which was untrue. When I called them out on it, they told me it was my cold cuts instead. Avoid this company.

So my daughter is positive for covid 19 and to protect others in my community I decided to use instacart. Biggest mistake ever should have done Wal-Mart pickup, lunch meat wasn't even close and considering we have 4 kids maybe I'll get one meal out of it! Cones I bought for the kids not even the right brand with no message that they were out of stock mind you. I had them leave it at my door so no contact for their safety and this was the $#*! I got. Trying to get a hold of them I requested a refund but not sure if I will hear back, worst company ever do not use avoid them at all costs its not woth it!

I am a cashier at the Costa Mesa smart and final. I have never before ever posted a complaint online anywhere. Instacart people have always been positive courtious helpful and kind. Until June 30 2020 at 6:30 pm. I watched an instacart shopper park her cart past our registers and go back to this lesson repeatedly for more stuff ( you don't do that) on a much less busy day she would have been asked to move the card to the shopping area. She took advantage of how busy we were and the fact that management was also a cashier. When she completed her order she pushed her cart to my register. She said she was next and these people took her spot. No they didn't. They waited in a very long line that wrapped around almost the entire store and waited to be prompted by our machine. I thought she had already paid and wanted to buy ice so I told her she had to wait till I finished thier order. She said no it's her turn and she had a large insta cart order. They knew she was lyng but apologized. She got very rude and went to the next register, an assistant manager that did not see what she did and was helped. She said she waited in line. She did not. She said they took he spot in line, they did not. This community of blue color workers wait politely in line every night after very long shifts at work. They never complain and are polite and patient in difficult times as covid. I was disscusted with this woman to manipulate an already chaotic situation and blame me and rule abiding customers because she didn't feel she should also wait in line. Like I said before. I have never ever had a problem with instacart. They are a joy and happy to be employed. His woman makes your company look very bad. I can't speak for management but I've seen him excuse people from the store for this kind of behavior before. What an entitled little brat. Old enough to know better and should be embarrassed of herself but showed no sign of it. Hope your company doesn't encourage this to make quick sales and deliveries.

Our order was not dropped off at our place and I called and was mentioned that re-order is placed for free and it would be delivered as soon as possible, next day morning (today) order was dropped off to our place. When I noticed some items are replaced with similar items or are delivered less in quantity; I used app and was asked to write the information. After that I received emails and had communication in couple of emails. In all emails customer service representatives apologies for inconvenience but when it comes to refund or replace they show their limitations...

One of the issue was I ordered breads and I was supplied different one, when I wrote how can I return it as I didn't ordered it; emailed reply is

"you can keep or donate the breads."

I tried instacart as a way to help save time. It would have been quicker and easier to go the store. I will not use there service again. What I ordered and what got delivered were not the same. Substitutions were made and I was not notified and no option to decline them. Items were delivered that I cannot even eat due to stomach issues. I was very specific about what I ordered and expected to get what I ordered. Instead when I reached out to customer service, I received a $10 dollar off coupon towards my next purchase. Oh gee thanks as if I'm really ever going to order with this gong show again.

I order three bottles of 2009 wine and they delivered, three 2017 wine bottles. They said because I accepted the bottles they cannot do anything. The lady asked for the my ID took a photo and order was accepted. Then she gave me the dark grey bags with the bottles. I came in the house and open the bags and saw 2017 year. I tried to get the delivery lady, but she was gone. I was not fast enough. I will never use this service anymore, since apparently once you get whatever they decide, you get, you have to stick with it. It was a very simple solution offer the costumer to exchange the bottles or refund. I just wanted them to care and offer me the 2009 wine bottles I ordered from their site with their info.
As a company you should not blame the costumer for your mistakes, and say you are sorry, because evidently you don't.
Not ever again

I started back in March 2020 as a shopper. Right after I told them I have a disability, my shopping batches were reduced and so much more happened. I woke up the next day and my shopping rate suddenly dropped to a very low number. I couldn't believe it. THEN, some 5 Star reviews were removed. Instacart disciminates. Then today, on June 23rd, 2020 my account was deactivate. I am begging everyone to please don't shop or buy from them!

First off, We are tired of paying for groceries when somebody cannot follow our specifications with regard to our needs in the instructions provided. We will only be using Instacart for non-perishable specific items non food items~ no more edible/perishables food of any kind.

Why did our shopper completely ignore our chicken request and NEVER texted. Never even received a text as to who is shopping our order let alone any communication from our shopper. I just got back from the grocery store and there was PLENTY of chicken at the local London Ohio store. I was never texted to ask for replacements with any option whatsoever. If I had time in my day to go grocery shopping I would've done it myself!

In our instructions it specifically says DO NOT replace with anything EXCEPT organic. What that means is don't buy it if it's not organic! So once again we paid for multiple produce items that were not organic As well as cost me a trip to the store to buy meat because we were completely out.

We are tired of being taken advantage of and ripped off by Instacart.

Either these employees cannot read, are lazy, Just plain don't care or a combination of the above.

I am not letting this go this time! If Kroger's wants to keep our business I suggest you refund us for the items that were purchased & we were charged for that we did not give permission for. Be great to get a hundred dollar coupon given all the loss we have had from purchases since we began using Instacart that we can't eat and have no time to return... trust me it's far more than $100.

Have complained previously and no response from Kroger.