Instacart review: Missing items and handling

I am filing this complaint regarding an Instacart grocery order that was not fulfilled properly and the company's inadequate response to my attempts to resolve the matter.

One item included in my order was never delivered. Additionally, several frozen food products arrived thawed and in unacceptable condition. Because these items had not been maintained at an appropriate temperature, I could not confidently use them.

After contacting Instacart customer support, I was not provided with a straightforward resolution. Instead, I was required to complete additional forms and repeatedly explain the situation before any consideration was given to my request. I found the process unnecessarily difficult and inconsistent with reasonable customer service practices.

I paid for products that were either:

Not delivered at all, or
Delivered in a condition that made them unusable.
Desired Resolution:

Full refund for the missing item.
Full refund for the thawed or unusable frozen items.
Review of the customer service process that required excessive documentation before addressing a legitimate complaint.
Assurance that similar issues will be handled more fairly for consumers in the future.