“I had a trial membership. There is no way to cancel it so it rolled into an annual membership that I still can't cancel. Chat assistant doesn't help. Says to go to membership page but the only option is to sign up, not cancel. Someone needs to file a lawsuit.”
“Didn't get my items after waiting 17 hours. And then they cancelled the order. This happened once before, but I got my items and they dropped it off the next day. Don't understand how the person doing the shopping before 7pm and was done before 8pm, but then disappears. They already take 4 hrs to do a job that should take 30 to 45 minutes.”
“I am once again extremely frustrated with my Instacart experience and haven’t used them in 9 months because of their sloppy practices. With one car between us, I made an exception today out of necessity and placed an order at 12:40 PM, expecting it to arrive in time for the holiday afternoon cooking. However, it's now hours past the expected delivery window and it still hasn't arrived. To make matters worse, my shopper didn’t even begin shopping until 6:30 PM—on the day before a major holiday! By the time they finally started shopping, many of the items I needed (previously marked in stock) are now out of stock. This is beyond disappointing. I understand things can get busy around the holidays, but this is completely unacceptable. I won't be using Instacart ever again. Major fail Instacart!”
“I have been an Instacart shopper and took pride in providing excellent service. Unfortunately, my account was permanently deactivated due to a cancellation rate that exceeded 15%. However, many of these cancellations were completely out of my control, such as:
1. Technical Issues: The app repeatedly froze, failed to load order details, or logged me out, which made it impossible to complete orders.
2. Customer Actions: I experienced situations where customers requested cancellations after placing orders, provided incorrect addresses, or canceled orders that still appeared active in the app.
Despite explaining this to Instacart, they failed to conduct a fair review of my case and instead applied a one-size-fits-all penalty. I’ve always tried to follow their policies, and I even outlined steps to improve, like ensuring the app runs properly and improving customer communication.
Instead of support, I was met with silence and deactivation. It’s disappointing to see a company that relies on shoppers dismiss genuine issues and refuse to address technical flaws.”
“My orders go to another nearby city. I've called many times. Lots of I'm sorry, but no solutions. The address on my profile is correct. Will ask for a membership refund.”
“Do better, period. You immediately withdraw my money from my account which handicaps me from having the funds to replace these items that I need. Your answer is to give me a credit with an expiration date. Your actions make me not want to use this service again so what good does this do me? You make your money on the convenience and this has been far from that.”
“They burned me. They dropped the groceries to the wrong Apt #2. She snagged them right away. They admitted it went to the wrong apartment. I called numerous times and never got a refund”
“Instacart is by far one of the worst apps in America. Not only do they tax every item you ourchase but the delivery is typically 10$ not including service fees which also Range from 6-10$. I placed an order and not only did my driver show up with absolutely nothing he blamed someone else for the reason my order was missing. THEN HE DROVE OFF AND STATED THAT HE DELIVERED MY ORDER TO ME WHEN I NEVER RECEIVED ANYTHING. SO NOW I PAID 50$ FOR FOOD NEVER RECEIVED THEY STOLE MY MONEY AND MY FOOD AND CUSTOMER SERVICE DOESNT EVEN EXIST. This is by far the worst customer service and shoppers in America.”
“So whenever they deliver your orders to the wrong house they say it takes 5-10 business days to get money back. Well if you have a car and extra money that's fine but if you don't you ha e to wait. They should make the driver go get your items I'll never use them again all they do is a screw up your order and there is no insurance for it”
“Non deliveries, deliveries to wrong addresses deliveries scheduled to arrive between 8 to 11 Am, end up being changed to The Following Day. If you get 70% of your order, consider yourself lucky.
Just hope that a high quality delivery company like SHIPT Comes to your town. Nothing will every get screwed up!”
“Instacart worker said they didn't have a specific item, I said replace with another item, than shows up with exact item he claimed they didn't have. Than gave me no heads up or chance 4 substitution for another product and took it upon himself to change it out and charge me for another item I didn't order. This was the single most important item "the one I didn't even get" in the order of 5 items. When I questioned the dude why there was bread in my order I didn't order he made some lie of an an excuse
One of the worst shopping experiences I've ever had !
Called instacart after finding out it wasn't even FM who fulfilled orders and was met with trashy opinions, lies, and excuses. Instacrt claimed my account is on no substitutions but that's not even correct because the worker already tried giving me that option for an item swap before he chose not to fulfill my order properly than had some lying attitude when questioned about what he showed up with
DO NOT USE INSTACART U LESS YOU ABSOLUTELY HAVE TO !”
“I use instacart because I am on oxygen and even going to pickup curbside is a challenge for me and my lungs. So I pay the $10 membership fee to purchase items at a higher rate than in the stores plus the service fees, and let’s not forget shopper tips to use your unpredictable services. However; after my latest experience, I am looking for alternatives. My recent experience entails my shopper saying she was unable to find one of my 3 item order. She also made it a point to state that she had even asked the manager for the main item (boars head chicken salad) and that he told her there was none as well. I contacted the manager (Andrew) immediately and he told me there was plenty -- despite trying to track down my instacart shopper -- who had already left the store faster than any other day-- he said he would hold 2 of them for me to pickup. Then I paid for them over the phone so I can drag myself and my heavy oxygen tank to pickup the main food item. It really defeats the purpose of paying instacart.”
“InstaCart Refuses to Pay its “Shoppers” Reimbursement Cost for Customers Orders. I received a 2 batch order from Walmart, which does not expect Digital Wallet Payments. No physical card available. InstaCart advises to “Self-Pay” and they will reimburse you for amount charged. GOOD LUCK! InstaCart has devices plans to not pay you back if you have any glitches, they will NOT REPAY YOU for your interest in their customer service. No support from InstaCart!”
“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 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!”
