InstacartReviews 2,486

I've been using Instacart for grocery delivery for a few months now with very good service (correct items, timely delivery). The only reason I can't give it a 5 is because the website is so slow now (it didn't used to be). There is a script that continually runs on the webpage that makes the page stall when moving from item to item. It takes forever to place an order now. If I choose to stop the script, the page looses the options to add items to the cart so I can't order at all. Because of this I may have to switch to a different service, it takes me forever to just build my cart before checking out now. I've tried using google chrome and IE, same experience with either browser.

Shockingly bad. I placed an order through them recently that never arrived. Instacart claims to deliver within 2 hrs. Not true. They gave me a window that was about 8 hours after my order was placed. Okay, I can live with that. I had an 'appointment' for delivery between 7pm and 8pm. Not ideal, but still plenty of time to use the ingredients in my order to make a late dinner. Well, at around 6pm they texted me that they weren't going to make that time-frame. My order would be arriving btw 8:15-8:45. No, not okay. Some people in our household are getting ready for bed that late.

I attempted to call customs service to complain (or tried to---they made it very hard to actually talk to anyone). Once I was able to track down a phone number for customer service support, I got a bad connection to someone in India who I could barely understand. She put me on perma-hold for about 15 minutes until I finally gave up. All the time I was on hold I was trying to submit a customer service complaint online, but the form would not process. No doubt their system crashes often due to the torrent of complaints. I'm glad I cancelled my account with them. I ended up shopping elsewhere the next day.

After going on line to read customer service feedback about Instacart from others, I was shocked to learn that they often NEVER show up with your groceries, even when you have an appointment for them to be delivered and have paid in full. Unbelievable.

I have never had a single delivery without hiccups, they either don't deliver items, don't even try to replace them, and a few times DELIVERED TO THE WRONG ADDRESS. Think about how I felt when I spent $100 on my food for the week and it was nowhere to be seen after being marked 'delivered'. Stay away from this service unless you want to just throw your money in the fire and get nothing in return.

I ordered through Kroger online to have my groceries delivered. My original timeslot was 9 to 10 PM and I continued to receive updates through text throughout the day. As time passed I received another text saying that my shopper would be late making the new delivery time 10 to 10:30 PM. As 11 o'clock approaches I called Instacart asking where my groceries were. They told me that a driver wasn't even assigned to deliver my groceries, even though I had scheduled them to be delivered tonight this morning, giving them plenty of time to find one. They said they "didn't know what to tell me" and that I could reschedule for another time tomorrow. I will not be using this service again as it is seems that the delivery is not even guaranteed and has very poor communication. I waited up until 11 pm for my groceries, having to be up the next morning for work and they never came. I am very disappointed.

I created an acct and added my credit card but decided I didn't want therefore I didn't purchase anything, also sent multiple emails asking them to cancel and just delete my information. I kept getting back a reply that said they would get back to me in 2 hours, mind you... this was about 3 weeks ago... nobody ever got back to be and today I see and $99 charge on my credit card. SMH! I sent another email and again, got a response that they will get back to me in 2 hours. This is a rip off and I will dispute!

I have used their service for almost a year with no complaints.
Today I placed an order that was never delivered and no one bothered to send me an email or text. My call to
Customer service revealed no email was sent and my order was in some sort of limbo but not my payment which was already processed.
I will not renew! They are not able to "deliver" on their promises and the service has gradually gotten worse. As of today it's completely broken.

The price that the items were when I placed the order and the price I was actually charged is NOT the same. In fact they gave 3 different prices for the same exact items before charging the 3rd price. I am including screenshots. The 1st prices the ones that the items where when I placed my publix order order were over charged by a total of $4.07.: Idahoan Buttery Homestyle Mashed Potatoes (4 oz) 3 x total= $1.63 Chinet Classic White Dinner Plates, 10.375" 32 ct 1 x total = $3.55 Crystal Light Pure Peached Iced Tea Naturally Sweetened Drink Mix 2.28 oz 1x total= $1.47 Crystal Light Decaf Iced Tea Drink Mix, Lemon 1.5 oz 1x total= $1.47 This was not the prices when the shopper checked out. Here is what was then showed: Idahoan Buttery Homestyle Mashed Potatoes (4 oz) 3 x total= $2.46 Chinet Classic White Dinner Plates, 10.375" 32 ct 1 x total = $5.31 Crystal Light Pure Peached Iced Tea Naturally Sweetened Drink Mix 2.28 oz 1x total= $2.21 Crystal Light Decaf Iced Tea Drink Mix, Lemon 1.5 oz 1x total= $2.21 THEN they changed the prices AGAIN! The final charges were: Crystal Light Decaf Iced Tea Drink Mix, Lemon $1.85 · 1.5 oz 1x total=$1.85 Crystal Light Pure Peached Iced Tea Naturally Sweetened Drink Mix $1.85 · 2.28 oz 1x total=$1.85 Chinet Classic White Dinner Plates, 10.375" $4.43 · 32 ct 1x total =$4.43 Idahoan Buttery Homestyle Mashed Potatoes 4 oz 3x total= $2.04 How can they in any way justify this? The charged total for these items finally settled at a total of $10.17 when the price at the time of the placed order was $8.12 for a final over charge of $2.05. This is not even about the money. It is about the fact that they overcharged me and then failed to do offer customer service for it!

BEWARE! You will spend more time dealing with Instacart than it would have taken you to go to the store! I have spent too much time and energy trying to get money back from overcharges (especially overused bags, i. E. putting ONE item in a double bag - you have to pay $0.10 per bag in CA) and fighting with the service and their shoppers. The functionality and service has gone super downhill for the past 6 months and when I tried to cancel within days of my auto-renew, they have refused. My mother accidentally placed ONE order within days of the renewal (because she didn't know about the problems) which is their excuse for charging me $99 for 12 months of service that I will not use for 360 days out of the contract. All customer service does is send you canned e-mail answers and don't bother to actually read your messages. Just came to find out that the 'service fee' (or something along those lines) that was on every order I had for the first 6 months or so was 'optional' and I could have opted out although it did not appear to be an option and no one ever said you could. That fee is now gone, but I probably lost $100 over the span of that time.

When I started using Instacart almost a year ago everything was great. Once in a while, an item would be out of stock, or I'd get something replaced, and I'd be ok w/it bc hey, stuff happens. Then it started happening more frequently and the shoppers started getting sloppy. Finally out of stock/short items were the norm and the shoppers were just off the chain. This last order is exactly that, MY LAST. I'm done. So done I need a new word for "done." I had a large order and 25% of it was delivered as ordered, another 25% of it completely missing/not delivered (but I was still charged for it) including milk, eggs, and tea... basic staples that stores rarely are out of, especially all at the same time. The other 50% of the order was *completely* wrong; substitutions that I wasn't notified of or approve of. I was so fed up I took the "wrong" items back to the store and low and behold, everything I originally wanted was in stock (and I know for a fact it was the same store my shopper was at). It was as if the shopper went in with a blindfold and just grabbed whatever they could get their hand on (no, really). What a nice concept Instacart is... was. Expectation meets result leaves MUCH to be desired and I'm writing this off to a learning experience. It's like playing a game of "let's see what's in the bag" literally every time I order. The worst part is that customer service is unprofessional, not helpful, and for all intents and purposes, takes your money and leaves you hanging. Just an all around F-. I'm done.

First time using a grocery store app to deliver groceries - working late hours as I often do and decided to try it with about 15 items. No issues with the grocery store chain app. Apparently they punt to Instacart where it all fell apart. Poor shopper texted me that they lost the order and they could not check out. However it is third party so i have no access to my order through them. Wound up being cancelled total waste of time on my part and the poor shopper. They called me and tried to blame the shopper - I think not. Obviously not into the 20th century yet. Will resort to ubereats for times like this until something more efficient comes along!