Since I do not drive, I rely on services like Instacart for my grocery needs. I've had experience with missing items a number of times and have also had delivery drivers who are not what is shown as being the shopper. They do not respond to your messages when you contact them about an order. I belive they keep the items not delivered. Sure a refund may be suitable for the missing items. however when you have to reorder those items, you are stuck paying yet again another delivery fee on top of the service fees and tip, its ridiculous. When talking wit customer service, they will not issue you a free delivery fee to reorder missing items. For the elderly and others who do not drive and on a limited income, a free delivery should be initiated and given as an apology. They claim they can't do that and that is BS!! Customer service is also nonchalant, uncaring, & unprofessional and dismissive of your situation. The service fees alone are astronomical. Add delivery fee on top of that and tips, its an expensive service and they should be more willing to help.