Instacart

Customer support is abhorrent. AI generated responses are garbage. Not one email (of many) wa responded to with anything but a canned auto response. They have no one who speak English to speak with in the call center in the middle of Asia and don’t do anything to solve even the most minor of disputes!

My most recent message got mixed up with THREE other angry customers where we are all receiving each other’s responses to the robot auto messages!

What a joke!

Buyer beware! Shopping is hit or miss but corporate is a joke with no sense of obligation to customers.

Horrible, useless, feckless “support.”

Shame on them!

Her name is MistyA.

First the order was moved times 2 times.

2. she canceled the order because she refunded stuff without asking if I wanted a replacement.

3.She knew the size of the order before excepting the job.

4. She has done this before.

5.I am disabled and I do insta-cart alot.

She really needs to not be a shopper if she continues to cancel orders that she thinks are to big. There is people that can't get out to well and seniors that rely on this service.

I normally would sign in to Instacart with Google. For some reason, this was blocked. and I could only log in with a password. It didn't work, so I requested a password reset. They sent one, but when I tried to use it, it repeatedly said there was an error. Plus, they cancelled my ENTIRE ORDER!

I called their customer service 3X, which is in some other country. Seeing my phone number, which I called from, they had my name and account info. THIS IS NOT ENOUGH! They emailed me a link to a "FORM", which was the "ONLY WAY" to access my account. There IS NO "FORM". It is a demand for a picture of your driver's license and credit card. They said this was the only way to identify me! This is ridiculous and unacceptable.p

I said I wanted to cancel my account. They said it was already cancelled (was active a few days ago), and I couldn't get any credits owed to me or a refund for the months left unless I could sign in! I asked who cancelled it and they said only the customer can cancel. I said I'm the customer and I hadn't done so.

They said I could not be connected to anyone in this country.

So I am left with having to send them photos of my driver's license and credit card so I can sign in, get my refund/ credit, and then RE CANCEL.

They promise a delivery time hours out, then email/text last minute to let me know that the order won't arrive until tomorrow during normal business hours. Unfortunately, I work full-time like the rest of America and can't be there for it. I cancelled the order but why bother rescheduling so that I can get another run-around?

Then after I cancel my order, they want to know if I want to reschedule. No thank you, I'll wake up 30 mins early for work tomorrow and pick it up myself. Why did I ever bother relying on this useless app?

February 1 2023 placed an order via instacart with Fortiono's

Exceptional delivery of groceries

Bank account charged with $245.00

Bank account charged with $223.18

Bank account charged with $223.18

February 3,2023 My transaction denied by bank, checked bank and found above debits. Called Instacart spoke to a women, While she was speaking to me she said she was looking into my account Actually, she was sending me an email explaining "holds on an account"

Refused to reverse two of the charges

I asked to speak to a manager, manager busy but would call me in one hour.

Call never materialized, even after emails to instacart.

February 4, 2023 spoke to another representative regarding holds equal to $468.18 over the payment of $223.18

would send me a form to complete and "department" would look at it in 48

hours. I give up.. NEVER USE SERVICE AGAIN

I have been using this service several times a week for well over a year, as I have been struggling with health issues so the "convenience" of this services has its benefits, when it runs smoothly. Unfortunately some of the shoppers dont communicate when swapping items and purchase things that are beyond the same or similar price, buy the wrong item, buy expired or damages items or charge you for the item and it doesn't arrive. I've even had my groceries delivered to some other address. My delivery instructions also list to leave at the side door, which on numerous occasions it has been left on my front door, which I have no access to.

Because apparently I have received too many refunds for legitimate shopping mistakes I now get referred to having to deal with the appeals department, where I have to email my complaints, and I either hear nothing at all back or my appeal gets denied. The appeals department has no direct phone line, nd the customer service helpline is unable to do anything regarding appeals, so you are left in limbo while the company and its shoppers steal money from a single mother dealing with severe health issues on a limited income. Its disgusting.

For a company who brags about its convenience and customer service and support, prays on the innocent who believe that to be true and rely on the service. I cant imagine how many seniors or severely disabled people have been ripped off

I have requested on numerous occasions for them to go through all my appeals and grant the refunds back to me. These are legitimate complaints about legitimate issues, your shoppers mistakes are not something I should be paying for.

So I wake to find my instacart account has been hacked and someone is shopping and having items delivered to a hotel room across the other side of the country - mind you it is a hotel room with a room number the chat history has the person talking to the shoppers and telling them to leave the items outside the hotel room.

So, I contact instacart they ask a bunch of questions and say ok let's deactivate your account and give us 24hrs to look into this. Meanwhile the person in the hotel room has gotten away with fraud I had to call my bank to cancel my bank card so now I have no access to funds until my new card arrives but worse instacart could call the police and have them go to that hotel room or find out who booked the room before other people experience the same its not a small amount of orders or money but no instacart won't do this they say wait 24hrs this is crazy people are committing fraud and they do little about it and they don't have a number you can call only a chat person who send emails this is the worst service ever.

I was promised a redelivery for an order from Rosauers that was delivered on Jan 13 to a wrong street and number. the redelivery was received on Jan 14 but was not complete because several items were refunded. The original amount of 92.36 remains on my debit card which means that the original delivery amount was charged when items were missing in the redelivery.

On January 16th, I placed two orders. One order with Tony's Finer Foods for $105.00 and one order with Sam's Club for $165.00. I was charged 2 times back to back. I was charged over $550.00 for my two orders. My account was then overdrawn. I spoke to one customer service employee and 2 supervisors and a woman named Kelly who claimed she was a senior supervisor. Kelly, was very argumentative and kept blaming the double charges on BMO Harris. She then told me that it was my fault because, "charges just don't magically appear" She then told me it was my fault because I didn't have the funds available in my account so they tried 4 times. I said to her, if I didn't have funds, all of the charges totaling over $550 wouldn't have been debited. It has been two days now and I have received no reimbursement. I will never order again from Instacart.

On 2/14/23/ I placed an order for some salad and some badly needed bandages. To this day 2/17/23 I have not received my order. You keep giving delivery dates but you don't show up.
Cancel. And if I happen to be in the club, do not charge me. I will never use you again.
This was a Publix in Fayetteville, GA. If you can't advise me you will not be bringing my stuff, just say so and don't have me waiting while you keep changing the delivery date. You suck. I am handicapped and I needed those bandages.
A special [censored] you very much.

On Dec. 31st I placed a rather large order at my local grocery store. The total came to $257 and Instacart charged me $72 for a tip. I went in within the two-hour window that you have to change your tip to $20. Not only did Instacart charge me the $72, but also charged me the $20. I have been on the phone for the past two weeks trying to clear this up with them. I get on the phone today and the woman was so incredibly nasty and told me there was nothing that could be done. I told her to cancel my account on the spot! Never again!

I've cancelled my last 2 fairway orders and will not order again from them. In my last order I included 6 bottles of Hal's seltzer (1/2 liter size) & an 8-pack of Poland springs black cherry carbonated water (1/2 liter bottles).

Plus some bread, hot dog buns, Kellogg's breakfast bars.

THEY ADDED A $10 HEAVY CHARGE!

That is OUTRAGEOUS. No other store includes this charge.

Another issue is Walgreens. I ordered 3 6-packs of Diet Coke bottles listed for $4.99 each. My order was cancelled. Later that day, I went into Walgreens. There was a shelf of Diet Coke 6-pack bottles listed at $5.99.

They would not honor the listed price on the Instacart web site.

As a result, I doubt I'll renew my service.

Thank you.

Merle Bolonkin

On December 13,2022 I placed an order with Instacart the total amount was $159.14 plus a $21.51 delivery fee that was supposed to be free for that order. Instacart took the $149.14 out of my account on December 13th and,14. I have contacted Instacart multiple times about this matter to either be ignored or get no resolution. Because they took it upon themselves to double charge me it overdrafted my account. I had to pay overdraft fees plus come up with the extra money to put back back in my account to recover my bills. This has been one of the most horrible experiences of my life and don't recommend Instacart to anyone ever. One representative told me my refund was processed and would be back in my account in 10-14 days and it never was.

I've worked for these people for the last 4 months, they have no service available to their drivers so if you get into a jam you wait on hold for 40 minutes through the app only. My last order for them was the Thursday before Christmas at Costco, it was slammed and their app shut down. I paid for the groceries out of my own pocket and finally someone answered, they chewed me out for using my own funds. I received a 1 star review from the customer, which I found out later is related to the founder. In essence, this company is a product of satan's work, however, if you're completely desperate this is your wonderland.

I made an order on December 31, which is NY Eve. I had a party this evening. The delivery was scheduled for 7pm, than rescheduled to 7:45 and then to January 2 which I did not need at all. I was already late for holiday evening and the only open store was far. We spent 100 dollars on UBER. our party was almost screwed up.The company offered me 10$ certificate to my next puchase. I am not going to use this company any more for the awful service and customer support and insist on normal compensation.

An instacart shopper delivered to a neighbor at my friend's apartment on sunday, Jan. 1, 2023 around 4:30pm. I had left 2 christmas presents at her door as I walked back to my car to call them to see how much longer they were going to be before they arrived. During this time, a black large SUV arrived in the parking lot and a black male got out with bags. He preceded up the apartment stairs and by my friend's apartment on the 2nd floor. He continued to the 3rd floor to drop off the groceries. I walked back up the stairs and the packages I had set there were gone. He jumped into the SUV and drove off with whoever was driving. This all occured within less than 10 minutes. He stole the packages as he delivered to another apartment.

I called your customer cares within 15 minutes of this happening. The person was unable to assist telling me that she would send me a form to fill out. I gave her the address of the delivery. She never sent the form.

The police were called and a report was done. The lower level apartment has a ring video of the person.

What are you going to do about this? Y'all know who delivered to this address!

Occurred at: Trophy Club Apartments

Address of where packages were stolen: 2620 Stableside Ct apt 203-12

Address of where Instacart shopper delivered: Apt 205-12

My contact info: [protected]@gmail.com

Instacart, great concept, but a huge rip-off. They have zero customer service knowledge and deliveries are never complete as ordered. They charge for membership, service fees, service fee tax, traveling fees and container fees. None of these fees are disclosed prior to processing payment. They also expect a 10% gratuity with the option to increase!

Customer service has been contacted several times and they simply send out form letters to address issues. Their BBB rating is 1.1/5 closing over 4,652 complaints in the past 3 years. Wonder how many have NOT been closed! Clearly not a reputable company.

Instacart practices fraudulent billing by not specifying and disclosing charges prior to checkout. They charge an addition amount on your card when ordering and return unused funds 3-4 days later. Membership only buys a reduced Service fee which varies per delivery yet they state Free Member delivery. LIES!

Service fees applies mostly to their Instacart driver background. So what does Membership include? I have not yet received an order that was complete or correct and customer service is useless avoiding known issues.

I am canceling membership as it is worthless.

Recently 12/12/22, I was charged $99 for Instacart's annual membership. This was strange to me as I had used the service a maximum of 3 times, months... possibly years ago (2020) and never signed up for their auto renewal, much less their annual plan. This seems like a fraudulent practice to me as my card details were stored on their app and it appears they want these charges to go under the radar. I have reached out to customer support and have received a refund, makes me wonder why they did it no questions asked. This seems like a massive breach of confidential credit card information. I only hope people check their bank billing and report this fraud of a company.

On 12/20/2022, my wife ordered some groceries from Sam's Club Via Instacart... At 4:39 pm Hawaii time, the Instacart driver named Solomon S. texts my wife and tells her he cant find parking to deliver the groceries... My wife explained to the driver, Solomon, where he could park but he refused, claiming he doesn't want to pay for a parking ticket... The driver Solomon then put the groceries on the pathway to the entrance of the building... He then texts a picture of the groceries left.. (see attached picture).. and then asked my wife if she wants to return the groceries... My wife said no and then went downstairs with her WHEELCHAIR she uses due to a recent surgery... Solomon did put the groceries on the wheelchair but did not even offer to help bring up the groceries... The driver also stated he didn't have a wagon or a cart to bring up the groceries... My wife paid an additional $20.00 in service fees to Instacart to get groceries delivered... We have used Instacart in the past and never had this problem... I choose to post here because I read that dealing directly with Instacart is very difficult...

I had an Instacart Shopper use my credit card for unauthorize purchased today around 130pm December 19, 2022!

I made an online order with Harris Teeter who used Instacart. I could not see any of the process in the grocery shopping and thought it was Harris Teeter new app and online service. Strangely, the order was complete with no issue so I thought. Got my order which smells like cigarettes, notice I was missing items. I had my receipt, and notices 2 sandwiches that was additional purchases I did not make. Harris Teeter did not resolve my issues due to having disconnected calls by rude customer service reps. I call Instacart who I believe will sweep this under the rug with all of their out sourcing these days. I will continue to pursue this until justice is serve!