“I ordered groceries about 12 pm. The shopper was replacing things nowhere similar to what I had ordered. She wasn’t buying anything on my list. She wouldn’t answer my messages, instead putting things in my cart that I did not want. She skipped over about 5 items. I complained and they took her off and put on something else. To be delivered by 4 pm. A little after 4 he starts shopping. Expect at 5:30. 5:45, with two items left, he cancels. Rescheduled for 7:30 pm. This is 7 1/2 hours we’ve been waiting for groceries. Most of which were for my 7 year old dinner and lunch for the next few weeks. I call customer service. Best they can do is refund me in 5-10 days. Great. So now they took my money and I can’t buy groceries for 5-10 days. After an hour they offer me free delivery charge off my next order. NEXT ORDER????? Are they out of their minds. Besides, what’s the compensation? $7-12???? Back to DoorDash with wonderful shoppers, wonderful customer service, wonderful experience every time. I only tried instacart because I wanted a certain store. Good bye instacart app.”
“InstaCart’s incompetent or dishonest shopper delivered only 3 of the 6 bags of my grocery order from Aldi on 4-12-2024. I was charged for all 20 items in my order but 7 items were missing — either left behind at the store, delivered to another customer, or stolen by the shopper. I called the senior help line and asked for these items to be redelivered. The CSR got approval from her manager to do so but when she went to process the re-delivery of the 7 items InstaCart’s system would NOT allow her to do so because my account is under review owing to me making too many complaints!!! SO I APPEALED THE DECISION AND INSTACART STILL REFUSES TO PROVIDE A REFUND OR REDELIVERY — AND PROVIDED NO EXPLANATION FOR THEIR DECISION. WHY DO THEY FEEL THEY CAN RIP ME OFF, A DISABLED SENIOR?
Really? I have never heard of such a thing! I am paying a heavy premium for InstaCart service and the shoppers are incompetent. Apparently there are an abundance of complaints here on BBB about InstaCart penalizing customers like this for their incompetent or dishonest shoppers. Make too many complaints??? I complained about three shoppers.
Shopper #1 in October 2023 put hate pamphlets in my Walgreen’s order owing to my religion. I should have called the police!
Shopper #2 in March 2024 who delivered my Costco order complained multiple times in text messages that she was not making enough money on my order and it was too far of a drive. So I called to have her removed from my account.
Shopper #3 in April 2024 did not deliver half of my order!
I think those are three extremely valid complaints! And I do not find that to be excessive on my part that my account should be placed in review. And under no circumstance do I feel that InstaCart should be able to keep my money for items that they did not deliver.”
“They substitute items that I don’t want even though I specify no substitutions- refund only.
Then I have to waste 45 minutes to get a refund from them.
This has happened three times in a row.
It is a bait and switch,
They stupidly think I won’t notice or spend the time calling for a refund.
Beware.”
“They have no honor. At least 40% of all orders have minor to MAJOR issues, and after the first several they refuse to stand behind their... well let's call it a service for the time being. They blame their clients for reporting THEIR OWN mistakes and won't make good on them past a certain point. STAY AWAY!”
“AWFUL! No one ever even told me that I would be missing items. I was charged for the missing items. I HATE you! You broke my heart because I trusted you. Shame on you for your poor service!”
“Insta-cart fulfilled an order from Kroger for me. The driver hit my fence and caused almost $400 worth of damage. Insta-cart refused responsibility because I did not get video of the incident. If you have to use their service, make sure you have cameras rolling on the driver at all times!”
“I never received my order. Even though it said it was delivered. I was randomly charged for $150 of a special request item that I never requested and I’ve been waiting for 3 hours for something that isn’t coming?!? I was supposed to be provided a refund from my last issue experience that I have not received and was to be credited $25 which I never received.”
“As I'm sure most others feel, Instacart has been essential since the COVID pandemic. I've been using them since Nov 2019. More so since quarantine. The only thing I would change would be to allow people who, like me, are using temporary EBT during this difficult time, be able to use that EBT through Instacart. Amazon allows EBT use there, so it is possible.
Most of the dashers (shopper/delivery people) do a good job.”
“If your goal is to not have to go to the store. Forget it. They only get about half the stuff you wanted and you will have to go to the store to get it.”
“This was my worst experience with instacart. They substituted many items that I did not like. There were Items that we’re not in the delivery but I was charged for In the original computer input. There was no receipt in the delivery. They usually deducted the items that were not delivered on the receipt. My charge item was exactly what I had listed. So I paid for items I didn’t receive.”
“Placed my order, my order was shopped and then I got an email saying it was delivered. It wasn't. No one at Instacart seems to know what happened. No one is helping me, saying the next available delivery date is 2 days away. How they think that is acceptable is beyond me.”
