Instacart Customer Service Issues

I am inquiring if the delivery area has been expanded to cover the Harper Mobile Home Park near Exit 10 off 390N, on Routes 5&20, in Avon, NY, close to the Tops store. Our address is in Avon as well, and we haven't had delivery service despite our proximity to Tops. Eight months ago, I was informed that Instacart would consider adding our mobile home park with over [redacted] homes to their delivery area. With the potential of [redacted]+ orders weekly, I hope this distance is feasible for delivery. I am also eager to know when Instacart will begin delivering from Wegmans in Geneseo, NY, which is another location not far from the current delivery limits. If delivery is now available, I plan to use Instacart weekly. I appreciate any information on the expanded delivery service. M. McEvoy N. 89 Hillside Drive, Avon, NY [redacted]

I have noticed that there have been two separate charges on my card from your company, which was unexpected. Despite contacting your customer service, the issue still persists. My bank was unable to assist in resolving this matter and redirected me back to you. I am requesting a refund for the three unnecessary charges totaling $[redacted]. Your pre-authorization charges seem excessive, especially when they exceed the actual order amount. One of these charges, $48, and two $30 charges (including one from a cancelled order) need to be refunded. The delay in these charges falling off is frustrating, and I urge you to reevaluate your authorization fees to make them more reasonable and ensure they are promptly removed. Waiting over seven days for a charge to disappear is unacceptable. I hope for a swift resolution to this issue as I will reconsider using your services in the future. Thank you for your assistance in rectifying this matter promptly.

Hello, I was excited to join your company after a friend's referral. I started the sign-up process and noticed a space for a referral code, so I waited for my friend's code to ensure she received credit. Upon entering the code the next day, it stated I already had an account, even though I had not submitted the day before. When trying to log in, it prompted me to choose a meeting location hours away, not feasible with my two kids in different schools. Now I received a text to finish signing up as an Instacart Shopper, but the link says no sessions are available. Attempting to contact support led to being disconnected due to high call volumes. My friend didn't have to attend a meeting, so I'm confused and seeking assistance.

I waited for my 1-2 hour delivery order for 5 hours, only to find out it was delivered to the wrong address. Despite the address clearly not being mine, the driver did not ask for any verification. After contacting customer service, they simply reordered everything, meaning I have to wait another two hours for my groceries. I have been a loyal customer of Wegmans for years and was previously satisfied with the service; however, this experience highlighted some major issues that need to be resolved. I am requesting a credit or refund for my order as this mistake has caused me to waste my entire afternoon and evening waiting for groceries, causing me to miss a mandatory meeting. I hope these problems are addressed promptly as I would like to continue using this service and receive the level of service I expect. Thank you.

Hello, I received my order with several items missing. Despite Tami D's excellent shopping service from Fairway on 10/14, the delivery did not include many perishable goods that were charged. The delivery driver did not communicate their arrival and only brought some bags, resulting in confusion for my son who received the delivery. The driver did return once to deliver a forgotten bag, but I am still without half of my order, including essential items like ground beef, frozen mac n cheese, milk, yogurts, fresh produce, and various other groceries totaling over $[redacted]. I urgently request for these items to be redelivered promptly to prevent spoilage. The lack of communication and inability to get assistance is incredibly frustrating. If not resolved soon, I would like a refund for the missing order and the driver's tip. Thank you.

1. I have ordered Kroger white grape peach juice multiple times, but each delivery has included cranberry peach juice instead. I was informed that white grape was unavailable, but I am skeptical about this explanation. The white grape juice is my preferred choice, and I believe customers like me receive unwanted substitutes. Please refrain from sending me Kroger cranberry peach juice in the future. Send the juice I requested, or do not send any juice at all. 2. Last month, I received deliveries from two supermarkets in one order and was mistakenly charged for two separate deliveries instead of one. Despite being assured over the phone that I would be refunded for the extra charge, this has not been rectified yet. I kindly request your assistance in resolving this billing error promptly. Sincerely, David F.

I experienced an issue with the app on 10/29 preventing me from accepting batches. Despite reporting it, I haven't received any since. To resume shopping, I need a new batch. Feeling this is discriminatory, I believe it's unjust to penalize me for a technical problem. I consistently provide feedback and never miss my hours. Recently, I couldn't cancel hours before the 6-hour mark due to app issues. A customer service representative suggested I take a point instead of resolving the problem. It's frustrating to be advised to accept a penalty when assistance could easily be provided.

Hello, my name is Lisa Wehr. I am currently at the store waiting for two large batches, required for work, but I am unable to accept the order. Despite trying to troubleshoot by restarting my cell phone and checking for app issues, the accept button remained grey. The Shopper Help website is also inaccessible, and I have a reliable Wi-Fi connection. I am frustrated as it seems like I will appear to have not accepted the batches, affecting my batch rate and causing a loss of money. These batches were convenient and I could view all the necessary information. I anticipate receiving a generic email in response, which will only serve as a reminder of the lost batches. Please refrain from sending such automated messages. Thank you.

On October 30, [redacted], I used Instacart, a service I pay a yearly $[redacted] fee for. However, when ordering items for Halloween recently, an unexpected screen popped up, and someone mistakenly processed my order. The system selected items I usually purchase every two weeks by mistake. I communicated with a shopper named David, who mentioned some items were unavailable but suggested alternatives. I had two shoppers - one for my usual order and one for the Halloween items costing $44. I instructed not to worry about certain items for Halloween. Now, I need the $88 for the mistaken items to be refunded promptly. Concerning the upcoming $[redacted] charge, I'd like it back immediately to my credit union, where it was withdrawn from. It's vital that someone contacts me to resolve this matter. My name is Kimberly Clark, and I expect a swift resolution. Thank you for your prompt attention.

I would like to cancel my membership due to the terrible customer service I received yesterday while trying Instacart for the first time. My name is Gina Bastone, and my email is [redacted] My phone number is [redacted]. I am due a refund of $21.59 for a family pack of chicken wings which the shopper removed from our order at checkout. I want to confirm that I am receiving that refund at a minimum. The representative was unable to send out another delivery as I requested and said "his hands were tied and could not help me." I find that unprofessional and ridiculous. After all the errors made, the least Instacart could have offered me was a re-delivery of the item or items as a courtesy. Instead, I was told he could not help me. I never received such horrible customer service. I want my trial membership canceled immediately and all my payment info removed from your database. Thank you, Gina Bastone.

**Extremely concerning experience with an Instacart delivery driver -** On November 11, [redacted], I observed an incident involving an Instacart driver at [redacted] Commonwealth Avenue around 1-2 PM. The driver tried to make a delivery to unit [redacted] without proper announcement, leading to a confrontation with the concierge staff. The situation escalated with inappropriate language, threats, and reckless driving. I intervened calmly but the driver reacted aggressively, causing distress. I have reported the incident to the building management and the driver was identified as Natalie with Massachusetts license plate #2DJ-[redacted]. The concierge and I are considering involving law enforcement. It is crucial that appropriate action is taken promptly to address this unprofessional and potentially dangerous behavior.

I recently noticed a $99.00 membership fee charged to my checking account without my authorization. Had I known about the time restrictions on your service, I would have canceled before this happened. I have canceled my upcoming order for delivery tomorrow. I insist on a prompt refund of the money taken. Canceling my order should exempt me from any membership fees, especially since I was not informed about them beforehand. I will cease recommending your service as I previously did due to this issue.

I want to ensure that I have provided all the necessary information for payment. I observed that the delivery commission differs by $7.50 between the two zones. Even though I worked in both zones yesterday and delivered to the same grocery store and area, I ended up earning $15 less in one zone compared to the other due to the difference in delivery commissions. This seems unfair. Could you kindly reimburse me this discrepancy just this once? I have learned from this and will avoid taking any more batches from the Knoxville zone. I will focus on Sevier County batches instead, where I can earn more per batch driving to the same store and customers in Knoxville. Additionally, I was told over the phone by SH that I would receive a mileage bump, but it has not been reflected in my payment yet. I am willing to overlook the mileage bump if you could compensate me for the $15 difference I experienced between the two zones. Thank you.

I attempted to register as an Instacart shopper, and mistakenly input my home phone number instead of my cell number. I am struggling to correct this error to start shopping. Every time I try to fix it, it claims the email is already in use. Changing the email resulted in yet another issue. I receive emails on my husband's email account and am unable to sign in with the corrected phone number. My home number cannot receive verification codes, leaving me unsure of how to proceed. I need the phone number to be updated to [redacted] and the email to be [redacted] Despite my efforts, I am unable to successfully make these changes. Any guidance would be greatly appreciated. Best regards, Pamela S. from zip code [redacted] in TN.

I experienced multiple substitutions in my recent Safeway order, causing frustration as my favorite items were unavailable due to poor stock levels. Although I appreciate my personal shopper's efforts, the lack of communication regarding out-of-stock items like the "left field" milk was disappointing. The app's interface also seemed misleading, offering products that were actually unavailable or discontinued. Moreover, a promotion for free delivery with Arm and Hammer products mysteriously disappeared during checkout, leaving me unsettled about the checkout process. Trying to address these issues through Safeway's customer service proved futile, as I was stuck in a loop without access to Instacart support. This experience highlighted a need for improvements to the app's functionality, including real-time assistance options for customers facing issues with their orders. Despite the pleasant service from my shopper, the recurring substitutions and billing delays detracted from the overall positive experience I hoped to have during the holiday season.

Hi, this is Valerie Smith. I'm having a serious issue with Instacart. I was falsely accused of failed deliveries. The last day before my card was deactivated, I informed the representative that I couldn't complete the delivery due to app issues and asked for someone else to be assigned but was assured it was fine. Despite this, I faced delays and the customer was understandably upset. On November 19, [redacted], my card was deactivated and my calls were ignored. I have been persistently emailing them and only received a response recently. Please review the reconsideration form I submitted. Thank you.

I am a shopper from Canada. I recently received an email from Instacart informing me about a delay in my grocery delivery. They suggested visiting their "help" page to resolve the issue. Faced with this inconvenience, I proceeded to report the problem through the website. After selecting "report a problem" and specifying it was related to my order, I encountered a complication. The website redirected me to the American version where I needed to sign in again, but my order did not appear. Attempting the Canadian website yielded the same result, leading me to the US site once more. I attempted to use the app, hoping for a different outcome. Unfortunately, the app directed me to the web browser and presented the same dilemma. I rely on Atlantic Superstore for my grocery deliveries, and I am incredibly frustrated with Instacart's handling of the situation. I am at a loss on how to report the issue effectively, especially since I might not be home to receive the delayed delivery due to the prior scheduling. This only adds to my stress, contrary to the convenience I expected from using Instacart. Finding no alternative contact methods on their site, I resorted to gethuman.com after extensive online searches. Instacart should address these issues for their Canadian users promptly.

As a shopper for Instacart, I still haven't received my previous pay. Despite making multiple calls and sending several emails regarding this issue, I keep receiving the same response. They assure me every time that they are looking into it and will forward the matter to their financial department, promising a resolution within 24 hours. Even though I've double-checked my account information multiple times, including verifying with my bank, they claim it's incorrect when I inquire. After requesting to speak with a supervisor above tier three, I find myself redirected back to a "Tier Three Supervisor." All I seek is to receive the payment for the previous check I was supposed to get on February 6, [redacted].

I have tried contacting your customer service team multiple times, but have not received any response. I am a regular user of Instacart, but I will refrain from using the service until this matter is resolved. On 02/06/[redacted], I placed an order that was delivered by Bryan. Unfortunately, he not only failed to deliver my item, YooHoo's valued at $9.99, but also exhibited unprofessional behavior by attempting to extort a tip, and even engaging in harassment by coming to my home. This experience has left me feeling very disappointed. Your lack of communication in addressing this issue is concerning. I urge you to prioritize this matter and provide a swift resolution. Thank you.

Tonight, an Instacart driver named Churvil unexpectedly entered our apartment without permission. His demeanor quickly turned hostile, then rude, disrespectful, and eventually threatening. The escalating situation revolved around him urgently needing to check my partner's ID, who is 82 years old and uses a walker. Despite her providing her birthdate and me explaining that senior IDs don't have expiration dates, he continued to escalate. Instead of apologizing when realizing his mistake, he became more aggressive and made inappropriate remarks. This left my partner feeling scared and shaken, afraid he might return and act violently. Drawing from my experience managing shelters, I refuse to allow Churvil to fulfill any future orders from my Instacart account. I don't seek his dismissal but simply request assurance from Instacart that he will never be assigned to us again.