Instacart
Reviews and Complaints

i was delivered wrong order containning 3 bags and you can see it on the picture the shopper took as confirmation how ever i purchased way more stuff it should ve beeen like 7 or 8 bags and also it was someone elses purchase i contacted instacart chat help right away i asked if they can get intouch with the shopper they said no ,than i was told i will get a refund if i choose to and i said i want my stuff but if its not possible to call shopper so she can switch my order for the right one ,instacart said no i agree to refund and they said ok.Than about 1 min later she came back online saying refund is not allowed instacart has to investigate so i have to wait I said ok.Once i ended my convo I thought to myself its not right they holding my money i dont have the food i ordered and i am at work dealing with this issue so I reached back out to instacart and I was told my account restricted and no refunds allowed .Like really i dont think so i want full refund and if they want to cancel my account thats fine I have had so many issues with this company i want my annual instacart fee also refunded

I order over $200 in food and drive stold my food and said it was delivered when it was not and took a fake pic of it and gps still says he is at the same place he dropped my food.. I have his name and its diego b and all I want is my food and when I call frys food they say that it will take 30 days for me to get my food money back which is wrong I have 5 kids I need to feed and that was the rest of my food money and was for the rest of the month.. I think this is wrong someone needs to get me back my food or money right away so I can feed my kids.. If this does not get fix asap I will be filing a law suit on frys and instacart to get my mom back...

My email is [protected]@gmail.com. I took a break from Instacart due to divorce. I am trying to start back up again. My account was deactivated and I don't know how to reactivate. My new phone number is [protected]. My name is Mamye Vincent-Contino. My address was 1 Bonnie Ln Horse Shoe, NC 28742. My new address is 425 Bird Haven Rd, Hendersonville, NC 28792. Please check into this.

@Instacart well I've been having a problem trying to use instacart for some reason I've been locked out I'm using my Google account to sign in and now I'm locked out completely from even trying to get another account Any information that is contained in my first account is being used against me by Instagram that I am no longer eligible to have an instacart account It's been like over 3 weeks and I still have not told me why

On Oct 6, 2023, at 4:26 PM, I received an email from Instacart saying my account had been compromised and asking me to verify my information. Over the course of the following ten days, I made multiple attempts to do so, multiple emails were exchanged, I called multiple times, and was actually told to set up another account using a different email address.

I was homebound at the time following surgery and depended on Instacart to bring me food. I did end up using an alternate account, but was briefly locked out of that one also. On October 16, I was finally able to reset my password and order from my main account.

I have since both emailed and called customer service, been hung up on, received no response, and been told that I couldn't speak to anyone in the U.S. or any supervisor or complaints department.

This morning I placed an order at King Soopers with fulfillment through Instacart.

My shopper was Kellyn G.

She dropped off my order and I found a hundred dollars worth of meat that I did not order. I had been charged for it. I immediately texted the shopper, Kellyn G., to let her know. She said she would come back to my house. I told her what had happened and she said she was shopping multiple orders and “they” must have gotten them confused at checkout. She picked up the meat from me and said she would take care of getting me a credit through Instacart and would confirm with me. I never heard from her again. So, either she or someone else got $100 of free meat which I paid for. I called King Soopers and they said I would have to contact Instacart. I called Instacart and they told me there is nothing they can do for me. There is NO customer service. I sent an email to the [protected]@instacart.com and got a reply that that email is not monitored.

So, basically, I have been screwed by an Instacart shopper and Instacart. At the very least, I want you to know what this shopper has done.

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.

As a shopper with a 5.0 star rating and having never had any major issue with support, today was beyond frustrating. For some reason my app wasn't showing me new batches at all and wouldn't update, so i called support. They suggested that I delete and redownload the app. That way I would see batches again. I did as they suggested and had to send a security selfie when Iogged in again as I always do. This caused an identity review but it lasted almost an hour. As I waited I chatted again with support and asked how long it would take. They said just wait a few hours. This was already frustrating as it is, but it happened because I followed supports advice. Anyone who does instacart knows waiting around for a few hours is serious money lost. What made it worse was once the security check did finish it still wouldn't show me batches. I talked to multiple support agents and they kept explaining its a identity check and I can't be compensated, to which i replied that the check was done (it no longer said waiting for review) and my app just still wasn't working. They kept telling me I was wrong and when I asked for compensation for multiple hours of waiting while support ignored me they said my account might be deactivated if I was compensated. So they threatened my account and source of income if I was compensated for a real issue they ignored. Then they offered me $5 and when I said I deserved more they kept hanging up and ending chats or ignoring me. I had to end my day and spent 5 hours just trying to get something in compensation for being completely ignored by support about a very real issue. I have all the screenshots too. I just don't feel like instacart values their shoppers. 1,644 orders completed and the first time i ask for my time to be valued and to be reimbursed for being ignored they threaten to deactivate me.

Instacart won't reimburse me for paying for partial of a customer order. I can't submit one in my app. It doesn't work. I also get help online and they say it will be paid in 24 hours. So no denial just 6 times submitting request to get paid. Oh, by the way it was a bunch of flowers that I had in another basket and forgot to add to the order, and all the other shoppers behind were obvious to this as well. (Not alerting me or letting me know about this). What a bunch of you know 'whats.' It was for over 100 bucks so yeah I am mad. Recently, Instacart just went public and before that they lowered the batch earnings by about 2-3 dollars. Totally unacceptable! WHAT IS GOING ON?

On a recent order, An item was expired and another was the wrong items (not what was ordered). Instacart refused to credit and restricted my account.

I regularly use instacart because I don’t have a car and have health concerns. There is often errors in my orders so there are frequent refund/credit requests.

The high number of refund requests is as a result of shoppers' errors, not fraud.  For example, within the last week, I was delivered someone else's order (then had to place another order the next day to get the items I had already ordered) and the other day I received both an item that expired in September as well as the wrong beverage (despite very detailed notes and a photo of the item being available).  I always attach proof photos of the errors. 

My ability to request future refunds, credits and redeliveries should not be restricted. Again, The high number of refund requests is as a result of your shoppers' errors, not fraud.

Hello my name is Eric Simmons and On October 20th I paid for a customers order with my personal debit card due to me loosing my shoppers card. I was told to upload the receipt and back statement I did so and still haven’t been reimbursed. I’ve reached out to customer service as well as supervisors and they have been no help to me on this situation.

Today, 10/23/2023, I noticed my Instacart shopper was shopping at a grocery store 12.6 miles away from me despite there being two of the same store within 4 miles of me. I also noticed I was charged a $7.99 fee for long distance. I looked up what this long distance fee was and Instacart help page ( found thru a google search and not available on the help pages in the app) said this fee was charged for deliveries of 30+ minutes away or thru a toll. My order came from only 12.6 miles away, or, according to google maps, 21 minutes away. I contacted customer support and was told what the fee was for. They completely ignored that I had stated there were two stores much closer, and my order was fulfilled just 12.6 miles away. I emailed back and restated my points, only to receive the exact same email back from a different service rep.

I provided a complaint yesterday regarding my driver. This morning I received a text message from her. Very bothersome that the driver yesterday was so rude with an attitude about parking in front of my apt complex and having to bring my groceries to my door. Mind you thats what I am paying for. then this morning at 5:34am she sends me a text. 

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Driver portrait

Andrea delivered your order

Your order from Stater Bros. was placed on October 22nd, 2023 and delivered on October 22nd, 2023 at 2:22 PM

36Items Found

4Adjustments

ADJUSTMENTS (STATER BROS.)

4

REPLACEMENTS

Some of your items weren't available, so your shopper picked items based on replacements you approved and what was available.

Gatorade Fierce Thirst Quencher, Grape (8 x 20 fl oz)

1 x $7.79 Original price:

$7.79

Replacement Icon

Gatorade Fierce Thirst Quencher, Blue Cherry (8 x 20 fl oz)

1 x $7.79 Replaced item price:

$7.79

Takis Fuego Rolled Tortilla Chips Bag (3.25 oz)

1 x $2.49 Original price:

$2.49

Replacement Icon

Takis Fuego Rolled Tortilla Chips Bag (9.9 oz)

1 x $4.49 Replaced item price:

$4.49

80% Lean 20% Fat Ground Beef (per unit)

1.75 lb x $6.69 Original price:

$11.71

Replacement Icon

Stater Bros. Ground Beef Patties 80% Lean 20% Fat (per lb)

1 x $13.29 Replaced item price:

$13.29

Stater Bros. County Harvest Hamburger Buns (8 ct)

1 x $1.99 Original price:

$1.99

Replacement Icon

Stater Bros. Markets Potato Old Fashioned Hamburger Buns (8 ct)

1 x $3.89 Replaced item price:

$3.89

ITEMS FOUND (STATER BROS.)

36

BAKERY

Stater Bros. Markets Premium Old Fashioned Sourdough Bread (24 oz)

1 x $3.39 Final item price:

$3.39

BEVERAGES

Coca-Cola Coke Fridge Pack (12 x 12 fl oz)

1 x $8.89 Final item price:

$8.89

Stater Bros. 100% Pineapple Juice (64 fl oz)

1 x $4.49 Final item price:

$4.49

Gold Peak Sweetened Black Iced Tea Drink (89 fl oz)

1 x $4.99 Final item price:

$4.99

BREAKFAST

Fiber One Chocolate Fudge 70 Calorie Brownies Low Net Carb Low Sugar Healthy Snack Bars (5.34 oz)

1 x $5.59 Final item price:

$5.59

CANNED GOODS

Wendy's Canned Chili With Beans (15 oz)

2 x $5.59 Final item price:

$11.18

DAIRY & EGGS

Stater Bros. Markets Deli Style Thin Sliced Swiss Cheese (6.84 oz)

1 x $3.39 Final item price:

$3.39

Galbani Whole Milk Mozzarella String Cheese (12 oz)

1 x $6.09 Final item price:

$6.09

See more items

ORDER TOTALS

Items Subtotal $222.63

Checkout Bag Fee $1.00

Sales Tax $3.54

Tip $11.13

Service Fee $14.23

Priority Fee $2.00

Beverage Container Fee $1.10

Total $255.63

Instacart+ Member Free Delivery!

CHARGESVisa ending in 4389

Original charge $255.63

Your Visa 4389 card was temporarily authorized for $279.00. You should see the hold removed and a final charge reflected on your statement within 7 business days of order completion depending on your bank’s policies.

Learn more

Total charged $255.63

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Instacart charge my cc 99.00 for a membership which I did not subscribe to! Just by luck I found in on my CC statement! reversing this was a pain, but try to delete you account! No not possible says chat bot. can deactivate! Sneaky! Unethical, now just for giggles, try and find the State to file a complaint with... AG office! Ya they are this sneaky unethical!

I am 71, handicapped. Today, my order arrived missing six items, Four

items from the deli. The shopper texted me stating "the deli is closed".

This was at 10am. I called the deli. It opened today at 7am. The shopper

lied, to avoid waiting in line. Also missing 28 oz. can of tomatoes. I

called; the store had plenty.

I emailed customer service at Instacart several times, asked them to

redeliver the missing items so I could eat. They told me they were sorry,

but they cannot re-deliver. The cost to me is an additional delivery fee

of $7.99, an additional service fee of $2.49, plus tip, $3.00

I summation: Shopper lied, then customer service (after four attempts),

asked me to spend $13.48 more for their mistake.

It’s unconscionable

My wife has been an instacart shopper for about a year now, every time she goes out to shop for someone there's a problem. the custom didnt ask for that order or when its dropped off its not right or its missing. my wife was just deactivated because a custom complaint after the company paid her for the batch, now the problem i have is the company sides more with customer the the employee but at the same time allows that complaint to affect the employee rating when its more of the customer trying to get over to get their money back. all around i think this company is a joke and a money scam and will be reporting it to the B.B.B.

A couple weeks ago the app apparently just decided to deposit the $16 I had in my instacart account into my bank account on file that doesn’t even work. I’ve faught for 2 weeks now to get my money but no luck so far. Support keeps giving me the run around and quite frankly I’m just over instacart and decided to delete my account. I’m spreading the word around to the masses to avoid instacart and their deceitful ways and choose another delivery app to work with. Instacart sucks!… Plus, why the [censored] does instacart charge a fee for me to deposit my own money onto my debit card? That’s dumb

On September 18,2023 Instacart shopper employee Adrienne picked items at Harris Teeter and then delivered them to wrong address. The order total $98.00 and when I the customer saw picture of carport and car not belonging to me I immediadetly text her to say wrong house, she did not respond. She needs to be fired because she is dishonest and a thief.

I was very unhappy with my instacart shopper today Saturday September 16,2023. Placed my order and for dome reason every item I had ordered was out of stock which was odd but I thought they were getting substituted didn't think anything of it. My items got delivered around 3:40 pm around there when I geab my items all the items I had ordered were there no reciept in bags which they had always placed in bag after delivery everytime. Go back to check my order which came out to about $45 from ehen I placed order which I thought I was just getting charged looked at it and saw a charge of $291.93 and a whole bunch of groceries and toiletries, zip lock bags dish soap, batteries you bame it tgat I did not order. Tell me why you guys are allowing a person to charge more than what was order from the beginning. This is stealing, this is absolutely not ok. I work hard for my money and to have $250 stolen is just unethical. Instacart should not allow their shoppers to go over what the customers had previously thought were paying for items they needed without contacting the customer first for approval. Maybe something has to change do people employed by instacart don't take advantage to buy groceries and stuff gor themselves. Very dissatisfied and disappointed.

I am a new Instacart Shopper. On my first delivery order 10 days ago I paid cash out of pocket. Part of the order went through fine at checkout, but when the customer returned one and added two additional items the amount was declined at checkout twice. I ensured the new items were added to the order by calling customer support, I gave her the new weights and costs and I could see the update on my screen. The help number provided in the app at checkout was not in service when I tapped the link to call. In the interest of food safety (there were perishables in the order) and customer satisfaction I used my own cash assuming that everything was clear and straightforward. There were less than ten items involved and all the receipts clearly listed everything. I initiated the reimbursement request the same day.

Since then I have spent multiple hours chatting with shopper support pleading for a resolution. I have received three separate rejection notices via email, in spite of support reps repeatedly promising that I would be given a full reimbursement. Each time I chat I am required to explain the issue in detail and provide photos of receipts, which I have done over and over again. Such a huge waste of time and energy. Extremely frustrating and disappointing. The supervisor I finally was able to chat with today was the worst of all. He was no help and could provide no information about why my request had been repeatedly denied. I am not able to respond directly to the emails nor speak to anyone other than the chat. I am caught in a doom loop and I am at a financial loss after following all their guidelines and rules. I am happy to provide photos and screenshots if requested. I am not sure if providing them here violates the terms of the Instacart Shopper Agreement.