InstacartReviews 2,486

This website is fraudulent and some BS, in the middle of a pandemic I am trying to buy groceries for my family my total camE to 211.64 my account was charged 2 payments of 95 which equals 190 therefore I only owe 21.64 which is in my account but insta cart keeps trying to charge me an additional 95 for 21 dollar's worth of groceries. When I contacted the company they tell me that they don't have an order for me but my account is showing otherwise. Then the agent tells me they are having some payment issues and to try again. Why would I try again for this company to keep charging me 95 when I only owe 21 left? Now I have to wait 10 business days to get my money back, buy food for my family, when no one is working and I don't have a regular paycheck. This is bs. Then the chat agent gives me the number to customer service I call and the message tells me that due to covid-19 phone service is suspended.

DO NOT ORDER FROM THEM. We had groceries delivered and everything was drenched in cigarette smoke. I sent my review directly to them that same day letting them know that was not okay. Of course I never heard anything back. I then looked at my bank statement 2 days later and noticed I was over charged. I went on the Instacart app. And noticed my delivery guy never took off the 2 items I requested him to take off. Note that one item was $18 for chicken... lol. Who would pay $18 for a few chicken breast? I called in and left messages, sent emails, and messaged them on FB. NO ONE responded. I finally decided to dispute the charge through my bank and received the money back with in a few days. Yesterday they sent me an email about my card being de-linked because of an issue. REALLY! They couldn't send an email saying they were sorry that I had a bad experience or even try to make it right. I will never use them again and will tell EVERYONE I know not to use them. I hope they realize they are not the only delivery company there.

I would give this business ZERO stars if I could.

It was my first time using Instacart.
I submitted my order and it was picked up and delivered except more than half the items were missing.
I was charged for my original order which I assumed would be adjusted for the items actually purchased. I still went ahead and 'contacted' support on my order several times. I never heard back only to follow up and find out there is a live chat option. After spending hours on the chat with four different agents, I was told they can't do anything because 14 days had past. The business probably ignores customer complaints for 14 days only to slap their policy back at them. I never got my $67 refund. I have never come across such ridiculous customer service / policy.

Please be aware of being OVER CHARGED by this business.

First order was great. Second order a nightmare. Sugar free is required, shopper replaced with sugar item without asking. Lean hamburg was replaced with ground round, 4 fat free items were replaced with regular. Tried to go online and get refund or replacement or ANYTHING CORRECTED WITH ABSOLUTELY NO NO NO OPTION. When you select an option like "Refund" it goes blank, no option stays open to report. Then we get an email response which says... due to the Covid-19 and overload of emails they will get back to us in SEVEN DAYS! Never using them again.

My delivery was scheduled for 6-6:30 on Sunday, April 12th. I was in the hospital. My cousin came from 30 mins. Away to receive the delivery. The driver, Lisa K., got there at 5:40. She called me to tell me she was there. I told her my cousin would be there by 6, probably before 6. She said she couldn't wait and would have to go back. After pleading with her to wait, and keeping her on the phone for as long as possible, she said she needed to check with Instacart to see what she should do. She never called me back. My cousin arrived at 5:50, and the delivery had left! I then got a call from "customer service", a man who wasn't listening to me. I had to tell him 3 times that if the delivery was scheduled for 6-6:30, and someone was there by 6 to receive it, then the driver should have stayed, especially since I told her that my cousin would be there in 5 mins.! He finally said he would contact her and tell her to come back. I told this to my cousin. I then went to the website, and it looked like the delivery would be made in 17 mins., then 23 mins., then, after another 30 mins. The progress screen was blank! My cousin had been sitting in her car, waiting, for ONE HOUR! She went home. I came home from the hospital yesterday to a very depleted situation, food-wise. Now I have to start again, and wait a week for groceries that I was counting on having NOW! What kind of insensitive people do you hire as drivers? She wouldn't wait at least until 6, the time stated on your website! I WILL NEVER USE INSTACART AGAIN!

An instacart shopper stole my groceries, I met her outside and talked about the fact that she bought the wrong pickles and she said she would return them and get me a refund, but she drove off with all the other items and texted me that she would leave them on my pouch but she never did. She did return the pickles but never brought back the rest of my order. I will file a claim with the BBB. I am very upset. This is the first and last time I use the service.

I received text messages from Instacart, cancelling each one of my orders and another stating order was cancelled, due to unavailability. So, I went to Costco myself. Upon arriving home, Instacart had delivered and I now had over $800 in groceries and no where to put them. Much of it being meat and perishable. Has been 45 days now and still no response to my 50 phone calls, emails and texts. Infact, Instacart phone number states they are no longer taking calls due to high volume. Unable to post review on Instacart site, as they delivered for Costco. Costco will also not remedy, as Instacart responsible. BEWARE!

After being a member for three weeks, I have had product taken form my delivery box and no refund issues, today, I had three "Shoppers" attempt to deliver the same order from Costco THREE TIMES which finally caused me to call the police for harassment. Customer Service Staff does not exist. I was promised a refund of about $25 for the missing goods but obviously no refund has been put on my account. They are up there with the food delivery firms one of which used my wife's credit card for fraudulent charges on her credit card account. Is this the type of companies you want to be dealing with? - Not Me

I would not give it any stars. The App doesn't work when you have a credit. We received an instacart gift for $200.00 and it says we have a credit of 200 and who it was from. We select what we want and go to check out. We then get a message to add a payment method. The only thing it will let you enter is a credit card. I don't want to use my Personal credit card. It doesn't give you the option of using gift credit of $200.00 I called customer service and received a message that due to covid-19 customer service is not available. I was very excited about the gift. I could order the food we need and have it delivered. I wouldn't have to chance going to the grocery store. What a disappointment.

I ordered from Bjs which we always use. The order was delivered promptly. We were pleased with that. However the prices that were on the BJs receipt and the prices that were on Instacard receipt were totally different.
They also neglected to remove one item that was not purchased. They also charged very high prices for their service.We are seniors and are very afraid of the virus so we try not to go to stores. H and J from Mount Sinai

Will never use them again.

I wish I read the reviews, my receipt had items I didn't buy (I. E. onions) and all the prices were different (So they raise the prices and gouge you with fees. The fees came to over 11% of total bill, and don't forget the tip was another $12. Any substitutes made were at a higher price, than I selected (Even when I opted out of switching if not available). Then half of the items she said were not available, like basic ice cream- (Even though my friend was there at same time frame and bought them and she asked me if I wanted her to grab me them, I told her "Oh No Girl, InstaCart is getting me them", and My total was $13 more than expected, after all the fees. NEVER AGAIN!

I wish I had read all these reviews before using Instacart for the first time. I was feeling desperate about getting groceries delivered with everything going on right now, and amazon prime not being available due to so many bookings, so I was thrilled to find Instacart had available delivery windows open. I have been disputing the amount they charged to my card (a debit card, so asking the cc company to refund is not an option for me), but the only way to communicate is through their chat system. I've gotten no where. I was charged $249.99, but it should have been more like $210. I understand they upcharge a certain amount on each item, have a service fee, and a delivery fee, but I got items in smaller quantities, sizes, etc., and was literally double charged on multiple items. I did not get what I ordered. I don't want to shortchange the delivery person, and I don't think he should be punished by me taking away his tip... but I don't know how to get a refund. I've gotten nowhere with their lack of customer support. I will never use this service again.

Horrible service for many reasons. ***Check your order! They overcharge and will not refund***

1. The website offered replacement items that cost more than the item ordered, which is fine, but when I received the cheaper original item in my order I was still charged for the pricey replacement item. The receipt that came with my groceries was $204 including tax, the charge (for only groceries) was $245 including the tax online and on my credit card.
2. The website would give one price but at the checkout it would be another. For an example, Meat Pies were 1.66 online, the receipt shows that they are. 99, I was charged for the online price. I ordered two sweet potatoes which came to $2.81, the website charged me $10.98.
3. When I contacted Instacart about this, they only addressed the sweet potato weight difference and offered a credit to my account of $20. I was not happy with that solution as it did not match the overcharge that was taken from my credit card.
4. Rocio then said he would send me a refund.

'We really sorry for this inconvenience I refunded to your account the difference overcharged than you ordered.
It take 5-10 days to process depend of your bank.

Regards,
Rocio
Instacart Care

I only received $11.89 refunded on my credit card.

Needless to say, I will never use this service again. I question how often these overcharges happen in their favour without people noticing or having the time to sort it out. BBB has a long list of complaints about this service, today another one. If they just refunded me the overcharge to begin with, they would have kept a customer, the customer's friends and family would have heard great reviews instead of a warning about the company, and the public would have one less bad review to read and share on social media.

In this terrible time I appreciate all the essential workers including those in the grocery industry. Thought Instacart was the safest way to stay home and get groceries and had a good experience the first time I used the service. However, this week a shopper started my order on Monday night, pulled 14 out of 23 items and then abandoned the order. I was able to chat online with customer service who told me the shopper had an emergency (understandable) and they would try to have my order completed the next day. The next day's shopper only pulled & delivered the other 9 items. I was charged the full amount and now cannot contact anyone. My emails go unanswered - calls to the phone number immediately go to a message that says 'due to high volume the call center is closed!' What kind of company closes their customer service department in the middle of this? I feel scammed.