“To add to the many complaints here—this is my last resort.
Instacart has refused to refund me for a double charge on my account from March 21, 2025. I provided clear screenshots, contacted customer service multiple times (including via Facebook), and even filed a complaint with the Better Business Bureau. Despite all this, Instacart still refuses to refund me for a charge that was their error.
I’m not posting here expecting a resolution—I’m exhausted from trying to deal with this. As a longtime Instacart+ member and credit card holder, I’ve spent years supporting this company. That ends now. I will be canceling my Instacart credit card and will no longer use their services for any reason.
I’m only posting this to say: BUYER BEWARE. If something goes wrong, don’t expect Instacart to make it right.”
“My elderly mom can’t go out in the cold weather. She didn’t receive four items that were all prepared foods totaling $40. The driver probably forgot about them as they were in the cooler bag and she either delivered them to someone else or stole them.
I filled out the help form, never got a response so called. Then was told to fill out appeal form only to get a response saying it was denied. No reason no explanation no nothing. I called again to be told that they were sorry but the final answer is the final answer. Lmao. They clearly don’t know me. Now I will not only dispute the amount of the items not received with my credit card but will dispute the entire amount, complain to BBB and every other site available like I’m doing now. Will never use again.”
“I noticed that my account had been charged an “adjustment fee”. There was no clear explaination of what this was for. In speaking with customer service I was told once a shopper has been assigned to your order and you add to the order there is a mechanism whereby the consumer is charged an adjustment fee. My fee on a $200 order was $27. The representative couldn’t explain how the fee is determined. When I stated that this had never been explained, I was told that it’s on the receipt. You need to do a deep dive into the second and third level of the receipt to find it. This subversive and deceptive way of doing business is shameful. I have cancelled my account.”
“Took 2.5 hours to deliver ice cream so obviously it was all melted. They had me fill out an extensive form and then STILL didn't refund me for my melted ice cream that was delivered outside of 2hrs window of food safety.”
“Four months after starting my investment, I began to feel uneasy when I attempted to make my first withdrawal. My account, which held over $7,000, was unexpectedly locked, and I was told to reach out to customer service. Despite my repeated attempts to access my funds, they ignored every request. After confiding in a colleague, they recommended I contact Chelsy Desmarais. She guided me through the process and helped me successfully recover my money.
EMAIL: Chelsy__desmarais__70__@__gmail__.__com.
Whats_App : +1 (443) -207-2425”
“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.”
