InstacartReviews 2,486

As a handicapped vet I rely on these people to get my food from the store to my home. Rarely have i had a good experience. Today was the worst. I placed my order, very clearly specifying delivery between 6-7 PM. At 5:00 PM, I get a notice they've started shopping. I messaged the driver he was way too early. He called me and said Instacrap never told him what time he was supposed to deliver. I'm on my way home and get a message that says they're delivering at 5:30! I told the driver I won't be home then. He wanted to leave the food outside. Then there's the way they substitute food. I ordered uncured TURKEY Bacon. They deliver Smoked PIG. Their excuse? "The App says that's the correct substitute. Their solution when you call? We'll issue a refund. Anyone ever try to eat a refund? The service sucks. The customer dis-service sucks and they don't care.

I am disabled and cannot shop inside the store. I used Instacart for a short period in NY without any issues. I have since moved to Round Rock, TX and have received nothing but attitude from this company. My first several orders were delivered without a hitch. My last order I was charged for recyclable. Bags. My previous orders were delivered in single use bags at no charge. When I inquired about the type of bags and the fee associated with my order, they responded with a copy and paste from their policy guide. There is no ban on single use plastic bags in Round Rock. HEB offers their customers a choice of what type of bag they want to use. When I didn't hear from Instacart after my email, I called the customer service number. She acknowledged my concerns and said someone would get back to me. One week later I still have not heard from anyone. I paid for a year's membership. What a waste of my money. They need to be updated on the law in every city before they just assume single use bags have been banned everywhere. Stay away from this company. They DO NOT have your best interest in mind.

I am a regular customer of instacart. Today I ordered several food items including three avacados. I only received one. I called instacart to report this but I was told there is nothing they could do about it. I called Staters Brothers market in Fullerton, Ca and the manager said there is nothing they could do about it. Someone has to take responsibility for this. I'm having guests over for dinner and I need the avacados. This is the last time I shop from Instacart and Stater Brothers market again.

I have used Instacart quite a bit. Pretty much from being curious, to being lazy, wanting to stay in, drank a beer and forgot something, it was raining, not wanting to take three kids to the store, I think we can all relate

What I REALLY REALLY REALLY DONT LIKE, and it's coming more apparent on these last few orders, is THE PRICE!

The price you pay is a HUGE difference from the store!
It's crazy because the price I pay will be adjusted if it comes out to be more in store (I. E $10 chicken verses $5 originally charged)
BUT! PRICES DONT DECREASE IF THE ACTUAL IN STORE IS LESSSSSS! (I. E $5 for guacamole in store and on sticker package that I receive, but I pay $7.99 for exact same product... no substitutes, same product same size.

The shoppers and delivery drivers are always great. And will reach out to me if changes... instacart generally has a great customer service when it comes for credits when things do go wrong ( only reason why I continued to use them) however,

The prices I just can't get over, if I'm charged extra delivery fee (even though I pay for free delivery) that is fine, I'll pay for delivery when I just can't (or don't want to) get to the store

But increasing product prices to gain profit, I can't get it.

Each individual store should be alarmed, because I really decrease the amount of products I buy knowing the difference.

Excellent, I am from franklin, Ohio and disabled. I ordered food from Kroger in Springboro, Ohio and Tyler delivered it on time and was very polite and helpful. Thanks for this service, I really appreciate it. *******@gmail.com

A copy of a email reply:

Dear Miss,

Here is a list, yes a list, of what went wrong:

1. Order due to be delivered according to your contact at 10:55. At 11:15 checked the tracker to watch the already late delivery go from 17 minutes arrival time estimated to over a hour till estimated delivery time.

2. Called the help line to see what the issue was regarding the order going away from the delivery address. The gentleman answering the call was unable to access my account by the phone number he requested. Each time the phone number was communicated he would mix up the numbers in a extreme manner. I had to say each number one at a time and keep correcting him until he got it correct before being able to move onto the next number. My job is dealing with barely speaking and non-English speaking patients to give them proper medical care. Your team member's lack of communication skills was unacceptable.

3. Requested a manger who then put the call on hold. Before doing so stated he would be right back. After more than 12 minutes on hold the call was terminated.

4. Once I informed the third person I attempted to clear up the issue with I would be calling the local police department the delivery arrived five minutes later.

5. We were told the reason for the turn around was due to GPS issues. The driver and no representative from Instacart communicated the GPS issue in any form. No call, text, or email. We watched as the estimated delivery time increased for 17 minutes to over a hour away.

I would like to terminate the agreement due to your company not fulfilling their part of the contract with this incident and other incidents. These include items paid for and not delivered on two other orders.

Good day,
Mrs. Cappuccino

Sent from my iPhone

My son is in another state interning after his graduation from college. The company for which he is interning provides housing but not food. So to help him get started since, it's as if he's on his own setting up a home for the first time, my daughter and I found a grocery store that works with Instacart. We had close to $300 in groceries delivered to him through Instacart. Now giving credit where credit is due, the woman that brought the delivery to him was great. She texted him when she was close to his residence and made arrangements with him to be sure they would connect without a lot of trouble. Excellent service on her part. And she provided him with a receipt of the products delivered. Now the problem was that the receipt online and the actual receipt did not match. The online receipt was about $25.00 more than the actual receipt. I was charged a tip and a service fee AND WAS NOT refunded for the difference in the price. Am I wrong to demand a refund of the difference? I was expecting to pay more than the actual costs, but since it costs less, why should I not receive the difference returned? I sent an email informing Instacart of the discrepancy, with copies of both receipts Aliyah, who responded, replied in a very timely manner. We went back and forth several times and the same line was used repeatedly, "we can not refund you the difference." Why not?

Made a new account, ordered my first delivery, and yes they didn't find some items but the delivery went fine. The NEXT DAY, instacart just disabled my account saying there is a 'suspicious activity' and they won't tell me what it is, I can't access the account, and I did NOT save my credit card info, so why would there be a 'suspicious activity'?

And the person who was emailing was the most rude customer service ever. He ignored all my questions and when he didn't want to answer any more he said 'at this time we are not able to reactivate your account'. What? And ALAS, THEY ARE THE ONES WHO DOUBLE CHARGED MY CREDIT CARD.

Same charge twice.

And I have called and emailed numerous times but the only thing they say is they are sorry, they have 'escalated it to the other people but they cannot answer the phone'.

Totally incompetent.

Well even your phone customer service told me to dispute it with my bank. So okay.

Terrible service! Placed an order on July 3rd for Delivery on July 6, got confirmation of delivery for 12pm - 1pm. At 1pm, I got an email saying it would be 1:15 - 2:45, After NOTHING by 2:45 I called the customer service number, Spoke to a call center in the Phillipines, on hold 20 Minutes, Promised order would be deliver... NEVER WAS DELIVERED, SPOKE TO 4 people, who then said they couldn't find the order (but they sure took my money) after a 5th call, which I demanded to speak to a supervisor in the U.S., the woman apologized, and said they'd give me 30 days of their prime program, and a $10.00 credit! DO NOT USE, THIS IS AN AWFUL SERVICE!

Do not use them, any savings that you get in the store they steal it from you, that is how they make their money besides delivery charges. I asked the lady to make sure she enters my phone number in to get the savings and she said they have a barcode card they run to get to the savings for you, well she lied, they have a barcode alright to get the savings they don't want you to see that they just stole fro, you. They stole 11.14 in savings from me to day and im pissed so I took my tip back from this lady because she clear out lied to me. She knew what they were doing. This is why do not provide a receipt which is against the law to not provide if you ask for one, scam artist. Spread the word. They steal your fresh perks savings.

Absolutely the worst! I place a $275-$300 order every month through Kroger's. Every month there is an issue. Kroger says "call Insta-cart", the only thing Insta-cart reps can say is "I can't" and "call Kroger". Well today tops it! I placed a $300 order, my poor shopper, Nicole shopped the entire list and when she went to check out Insta-cart POS system cancelled my order! Nicole gets maybe $10, and she has to put $300 worth of groceries back and doesn't get my $30 tip and I don't have my groceries or money! I am handicapped and don't drive, I have a can of soup and 2 pieces of bologna and 1 roll of toilet paper, this is Thursday, no way I'll get my money back before Monday, today is a holiday. I had $90 worth of coupons on this order including free delivery, all of which expire on Sat. Kroger gave me a $30 dollar credit for the coupons, big woop but it wasn't their fault so all good. I called Insta-cart saying that I would not pay them $9.95 for a delivery on Monday when it was their fault that I don't have anything to eat and my free delivery will have expired. Again I got "I can't", "Kroger's collects the money", "we only get $3.99, call Kroger"! That from the rep and the floor supervisor, the supervisor finally gave me a $5 credit but I couldn't use it on Kroger orders because Kroger collects the money... WHAT? YOU SCREWED UP! NOT KROGER! Get SHIPT, stay away from anything Insta-cart

Waited almost an hour after my groceries were to be delivered and called to find out where the driver was, I was put on hold forever to only be told they couldn't get ahold of my driver Orlando and they didn't know where my groceries were even delivered to! Then was told I'm $#*! out of luck and I'll have to order again and was hung up on. Very unprofessional and I know for a fact the driver didn't come by. They didn't try hard at all to get ahold of this Orlando person. I have no car and this is my option to get food. I couldn't of been more frustrated in my life. What happened to going out of the way to help customers? Not here!

I have spent thousands of dollars on Instacart, ordering weekly groceries over the last several years. Without fail, they manage to screw up the order and/or delivery every time. Today, delivery of $200 worth of groceries was supposed to arrive btw 9 -11 AM. It's 8 PM. They never showed up. I complained on line and was told the delivery arrived at 8:44 AM. It DID NOT ARRIVE and STILL HAS NOT ARRIVED almost 12 hours later. I am now on hold (20 minutes and running), speaking with customer service and managers who indicated that, in fact, the delivery was never even MADE! So the online person lied or was misinformed. Either way, their operations are a disaster. In addition, they are ALWAYS out of 20-50% of the items I order and generally replace them with higher priced items (even if I have not selected those replacements during the ordering process.) Now, after telling me that the delivery would be made within an hour, the "manager" came back to say the window is closed and cannot be delivered until tomorrow. I asked for a refund and will not be using this service again. The CEO, Apoorva Mehta, should be ashamed. He has a fulfillment background from AMAZON? This would NEVER happen at AMAZON. Do NOT shop with Instacart.

First of all, I pay Instacart to eliminate stress from my day. I don't order from Instacart to give directions on how to get to my house, or to open the door to a Jamaican animal in heat. I don't need to deal with that, and if I did, I would save my delivery fee and aggravation and just drive to the store myself. Please please, re evaluate your business and the people you use to deliver goods. We, as your customers pay because we can and want to fix a problem, which is not drive because of time or whatever. These delivery drivers need to get a brain check and come down from their clouds. We are not in Jamaica, and hey need to have some sort of bed sire manner and control their attitude. Also, train them to check their items so I don't have to call after they throw the items on my door because I'm missing items I payed for. Just a waste of energy, time, and money if anything. First and last time.