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Instacart review: Reporting problems is a real nightmare.

T
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10:37 am EDT
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Oct 14th I drove one hour to pick up an Instacart order from Wegman's. The app gave me the wrong pick up time, and dispite clarifying with a live person the correct time. When I arrived to pick up my groceries, the app provided no instructions on how to retrieve my order, instead it said I received my groceries and thanks for shopping with instacart.

It took over an hour of time on the instacart chat, on the phone with 3 instacart representatives and no one could seem to get my groceries from the store to my car, which is part of the service I paid for.

I had to go into the store myself. The Wegman's staff was very helpful and admitted Instacart screwed up. I had to push a heavy cart all the way to my car, which was parked in the wrong area because I didn't get any instructions. And I had to lift the bags myself. If I was able to do all that, I wouldn't have paid for Instacart and I would have just done the shopping myself.

Instacart credited me $10, but then a supervisor said she would escalate my situation with an incident report. One hour of frustrating calls with Instacart and finally someone admitted that the incident report was never filed. So I was lied to. And I am continually denied the assistance of a supervisor. Every phone call with Instacart has been 18- 52 minutes, and it's like talking to robots. We talk in circles with no resolution.

Claimed loss: $200. This would equate to 50% off my Oct 14 grocery order to compensate for the 2 hours of wasted time sitting in a parking lot, frustrating calls with bad customer service representatives, and telling me lies.

Desired outcome: An apology, in addition to the above compensation, and fix the issues with the app that causes these issues.

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    Blue Shield of California Building, 50 Beale St. Suite 600, San Francisco, California, 94105, United States
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    Jul 12, 2024
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