InstacartReviews 2,486

A week ago I placed an order through Instacart via Wegmans at Midlothian, Virginia, and today the shopper ostensibly filled it and said she was on her way to deliver it to the motel address I provided her. I NEED the groceries during lock down for covid-19. Instacart then informed me that the order was canceled bc the shopper said the address is inaccessible. A flat out lie! I have photographs to show it is accessible. To add insult to injury, Instacart charged me $15 for an accessible delivery. When I tried to get in touch with Instacart, its chat system proved to be worthless -- I was number 1788 in the queue. Desperate for food, we had to Uber to Kroger to get groceries even though I am not supposed to be out in public. Then I discovered that Instacart was filling the order again even though it had indicated the reorder was unsuccessful, and now I cannot cancel it. Maddening. Wegmans was no help and wouldn't reply. Maybe they will reply to the police's fraud department when I report the scam. The shopper might not have even assembled an order for all I know.

We have been using the service for more than two years. 95% of the time - service is excellent. Like so many in a national crisis, they were overwhelmed with triple the demand almost over night. Being overwhelmed leads to hurry then mistakes and then necessary changes. Most of the negative reviews I've read show a lack of patience and immediate personal demands to be met. Does instacart need to make some changes - yes but from my overall and recent experiences - it appears they are working to meet the demand. Instacart needs to think about Longterm and their loyal membership while consumers need to be a little more empathetic in a crisis and appreciate the service this is to a community in turmoil. One thing that I think is important is to be sure their shoppers have the necessary tools to do their jobs-particularly now. The bottom line based on my experience is that the service is very good.

We tried Instacart for the first time today, ordering about $300 worth of groceries from Smart and Final. After they left, we discovered there was about $150 worth of food MISSING (including rotisserie chicken, coffee, yeast, etc.) and most of the crap they brought was a poor substitute for what we ordered. For instance, they substituted a picnic sized pepper shaker for the 13 ounces of peppercorn we ordered. They substituted 8 ounces of yellow something for the sharp cheddar cheese we ordered. After we discovered the issue(s) we went online to speak to Instacart only to find we would be (literally) 2,475th in line to be "served." We've filed a police report and have gone on social media to air our issue but are slowly realizing we got played and won't be made whole. Next step is to call credit card company. Bastards.

I ordered 27 items to be delivered last Tuesday. My first delivery time was 6 - 8 on Friday night. They did not start shopping until 7 p.m. and then they were trying to do 4 orders at once. Of my 27 items 12 were substituted. Several more were not available. What I was really upset about was root beer and dr pepper were buy one get one - They could have held that for me on Tuesday but instead I did not get it al all. It took the girl 1 1/2 hours to shop for my 27 items and then the delivery was late after 8 p.m. I would NEVER order again on Publix Instacart Delivery again. I paid for the poor service. Maybe the worst - The l lb grapes (no way) were opened and all the grapes were off the stem. Afraid to eat the few that were there. No rain checks were offered on the soda.

First time using Instacart and most definitely my last. The shopper picked out several of my items wrong and without approval and charged a case of beer that I did not approve to keep. I have contacted Instacart via email and chat more than 10 times and have not been able to speak with anyone. I dont want anything free. I want my stolen money back. Your shoppers are immoral thieves. I will be filing a complaint with my bank. I wanted to let the community be aware that there are better options to grocery delivery that do not involve all this wasted effort.

Anyone using Instacart for ordering grocery online please be aware that they are seriously gouging you. On my last order, they accidentally left the actual store receipt in my bag. I saw that the store check out was for $164 before taxes. Instacart charged me $190 + tips+ service fee + taxes = $226. I tried calling them. Had to hold for over 2 hours. They refused any refund and said I wasn't supposed to get the paper receipt. Be aware.

First all I would just like to say thank you to instacart! During these hard times, ( coronavirus) you guys help me and my family out so much and just by doing instacart it helped me pay my rent, PG&e, car payment, and to all those people out there that are just spreading all that negativity and complaining about instacart, if you don't like it because it doesn't meet up to your standards or work condition don't do it then quit your crying and stop your complaining and grow up.

We had placed 2 simple orders for Aldi's and Market 32 on a Monday. They informed us we could not get the delivery until Saturday (6 days after our order was placed). On the day of our delivery, we received an email from Instacart that they could not make the delivery and cancelled both orders. We were shocked! Had we known they would cancel us, my husband would have gone to the supermarket to get our essentials! We were only using their services to protect us from going into a grocery store. Tried to report the problem to their 800#... It did not take calls and referred me to their website. Went to the website, was not able to leave a message. Worst customer service ever! Especially considering the current situation of our country! Then didn't even offer to reschedule it, just cancelled on the day of. I would never use their services nor recommended them to anyone! Very disappointing!

I used Instacart and I received the store receipt. That showed me that every article that I ordered was way more expensive through Instacart. Sometimes double the price. So I contacted them, waited three hours, they explained that in addition to the service fee, delivery fee, and tip, the articles are way more expensive. In addition, my shopper didn't do a good job at all and brought me things without even check with me. Learn from me, do not use this service at all. It is a ripped off!

I had Instacart deliver from Costco and there were several items that were not available. I received my order with a receipt showing my total bill of $341 but was charged $504 by Instacart. I attempted to contact the number on their website and received a message stating they are not accepting calls. It was very difficult to find any additional contact information to report the problem. I finally found a way through my Costco login and order but Instacart's system doesn't allow you to type comments and all I received back was an email with a ticket number and no additional contact information. I am frustrated that I am being laid off from my job and was overcharged $163 and cannot make contact or receive a response. I am also concerned because their refund policy states that you need to contact Instacart immediately because they can only process refunds within 7 days.

Instacart shopper delivered to wrong address. I live in house. Text message showed he dropped off apartment 12. Why? Our address is 1012. He assumed last 12 is apartment number and went incorrect address and could not find right address-- rather than dragging grocery; he dropped off grocery to the stranger.
Attached picture is not my house's front porch. I complained to the website link; but no response for 7 days.
I called credit card to file a dispute claim. What a irresponsible company!
Make sure you use credit card if you have to use this company-- no paypal or venmo -- just in case.

I made an order from Costco on March 19th and had the grocery delivered to my daughter's NYC apartment. Kirkland paper towel was out of stock, without my approval, the shopper Mr. J replaced it with Kimberly Clark Dispenser Paper Towel with a price of $47.79 plus tax. However, the replacement was never delivered and received but the charge was on my credit. Of course when I called to clarify it, the wait time as 2 hours. Instead, I emailed my concern on March 19th. Now is April 10 and I still haven't received any response from Instacart. So I tried to call but of course with hundreds of people ahead of me. I chatted with them instead, but there're more than 2000 people ahead of me. I'm still waiting for my turn. With this is kind of customer service, I don't think I would ever shop with them again nor recommend anyone to use them.

I purchased grocery delivery via Instacart. When the items were delivered I received the receipt and it did not match up with the receipt Instacart emailed me. The actual subtotal was less than I was charge. This in turn impacted the tax, fees and tip I was also charged. All in all, I was overcharged by $8.05. I realize that's not a lot, but my main complaint is that Instacart has made making any contact with them impossible. I've tried calling, emailing and online chats multiple times. They have a message when you call that states they are not taking phone calls at this time and direct you to their app. On their app they direct you to a chat in which case I've been told the wait was extremely long and I had over 3400 people in line ahead of me! Who has time to sit and wait that long for a chat! Whenever I email I instantly receive the following automated response: "We want to help you as quickly as possible. We're currently receiving a high volume of emails, so please search the help center for answers to general questions, or call us through the Instacart app." I've emailed more than once and have never heard back from anyone. Again, eight bucks isn't a really big deal, but what if they owed me $50! It is ridiculous that they are overcharging their customers and then not allowing their customers any communication with them to resolve the issue! Not terrible customer service - NONEXISTENT customer service! Horrible way to treat paying customers!

I have made a complaint with Costco Corporate office and disputed the charges made by "Instacart" with Bank of America. I made several attempts to resolve the issue with "Instacart" and have received no response. Your shopper/delivery associate added items to my order which were not authorize or receive. Your customer service number indicates "Phone Service Unavailable"... No accountability. Will post negative feedback with details on WEB

I had a large order which was never delivered, but I was charged. I contacted Instacart customer service 4 times via email because the wait time on the phone was over 229 minutes. I called multiple times. One time I waited 55 minutes and then was disconnected. I never received a response, so I disputed the charge with my credit card company. IMMEDIATELY I was contacted via email from Instacart's Security Team suspending my account. I responded with what happened and never heard back. I still can't use the service and my $99 fee was not refunded. Therefore I just averaged $33 per delivery because I only received 3 out of 4 orders. Totally disgusted by this company. Wish I never wasted my money or my time.