Instacart Customer Service Issues

Subject: Issue with Recent Order - Marina Burrafato Hello, I am writing to address a concern with my recent order delivered to [redacted] Baltic Street, Apt #1D, Brooklyn, New York, [redacted]. The products that were substituted without consultation are not what I wanted and exceeded my budget. I am looking to obtain a refund for these items. However, my attempts to contact customer service have been unsuccessful, and I am feeling quite frustrated by the lack of available assistance. While the shopper generally does a good job, the inability to communicate regarding substitutions is concerning. I was not informed of these changes, and many of the items were specifically chosen due to being on sale. Additionally, there seems to have been an overcharge on my account by INSTACART, causing unexpected financial strain. I would appreciate a prompt response to this matter to arrange for a refund and address the inconvenience caused. Thank you for your attention to this issue. Sincerely, Marina Burrafato [redacted] Baltic Street, Apt #1D Brooklyn, New York, [redacted] [redacted]

I have been a loyal Instacart customer for more than a year, predating the recent surge in new customers following the Coronavirus outbreak. However, I am currently unable to secure a delivery time and have been instructed to keep checking back. As a long-term customer, I believe there should be some priority for us in the shopping queue. This situation is concerning, especially as I am disabled and rely solely on this service for my groceries. I urge you to review your records to validate my claim and address this issue promptly. Thank you. - Carol P.

I am experiencing multiple issues with an order I placed on April 6, [redacted]. Despite contacting customer service, the $30.00 credit they provided was mistakenly applied to another order that was sent to a different store. Although this order arrived on April 13, [redacted], the credit was not applied, and items were missing. I reported this to customer service and was promised an email confirmation, which I have yet to receive. Additionally, I discovered an unexplained charge of $25.26 on my credit card. I am still awaiting resolution for the missing items, the $30.00 credit, and clarification on the $25.26 charge. My email for further communication is [redacted] This issue has persisted for two weeks without a satisfactory resolution.

I encountered issues with two orders delivered today. However, I am unable to identify the orders to seek assistance as there are no Order #s provided. The "Report Problems" button on the webpage is malfunctioning, redirecting me to the "Ratings" page instead. The helpline is unresponsive, exacerbating the situation. I have a mild-moderate brain injury, making this process challenging, especially today. How can I specify my orders without Order Numbers or receipts? The "Orders" page lacks any Order Numbers associated with the requests. I urgently need assistance, especially for a severe issue. Both orders were placed on 4/11/[redacted] and were delivered today, 4/15/[redacted] in San Antonio, TX; one from HEB and one from Sprouts.

Hello, my name is Ahmed Jalil. My phone number is [redacted]. My account has been deactivated, and I need help to reactivate it. The reason for deactivation is that I reached 15% cancellation policy due to issues with the first Instacart payment. Despite reaching out to support and receiving a replacement card, I continued to face card problems leading to multiple order cancellations. I encountered a situation where the store was closed for my last order, causing me to exceed the cancellation limit. I am seeking assistance to resolve this as I truly value working with Instacart. I am eagerly awaiting a response. Thank you for your help and understanding.

More than a week ago, on April 9th, my wife, Pamela P., placed a grocery order with PUBLIX on Eau Gallie Blvd and South Patrick Drive, zip code [redacted]. Since then, the delivery status has been continuously delayed without clear communication. We, a 75-year-old disabled military veteran and my wife with physical disabilities, depend on this delivery as we are unable to shop in person. We urge for prompt resolution to prevent us from going without essential groceries. If we do not receive an update by tomorrow, we will seek a refund for the charges through our bank. Please assist promptly. Thank you. - Pat & Pam P. at [redacted] Dorothy Lane, Indian Harbour Beach, FL [redacted].

I placed an order with Costco online shopping on April 12, [redacted], at 12:34 AM for 20 items totaling $[redacted].92. The delivery was made by Veronica on April 13, [redacted], at 9:51 AM to my house in Alameda, CA. I was supposed to receive 2 bags of Sunwest Calrose 50lb Rice, but only 1 bag was delivered. I confirmed the delivery from Veronica, who arrived in a black sedan and rang the doorbell twice, in accordance with Social Distancing Order. I immediately contacted Instacart regarding the missing item and followed up the next day. However, I have only received a generic email acknowledging my complaint. I kindly request that my complaint be processed and a refund be issued for the missing item. Thank you.

I'm reaching out for advice regarding unauthorized charges on our Citi credit card. After contacting Citi Bank, our card was closed, and a new one was issued. However, Instacart has placed a hold on our account, leaving us unable to shop for groceries during the lockdown as senior citizens. Despite multiple emails and providing requested documentation, including my Senior Citizen ID and the replacement Citi card, we have received no response from Instacart. Their unresponsiveness has left us stranded without the ability to shop at Save Mart. Unfortunately, their customer service line is not operational due to COVID-19. We urgently require assistance in resolving this matter.

I'm a new driver/shopper in Lexington, KY, Elizabeth Leistensnider. I successfully completed my first order but encountered issues with the second one. Some items were unavailable, and my phone died during checkout, leading me to use my debit card to pay. I delivered the groceries and requested reimbursement for $72.02, attaching the receipt. However, the app is stuck on the pending checkout screen for this order, and I can't proceed further. I'm reluctant to cancel the batch as the delivery was made. Please assist me in resolving this issue and ensuring the reimbursement processes correctly. Thank you.

I placed an order with Instacart on Friday, April 10th, using the "Fast and Flexible" option for delivery on April 14th. Even though I received a message from Rami at 4:30 PM indicating my order would arrive between 5:45 and 7:15 PM, the order did not show up. The shopper, Rami, seemingly encountered technical issues, did not respond to messages, and failed to fulfill the order. When I contacted Instacart via phone and chat, I was first informed by Lenyn that the order would be delivered on the 15th and then, after chatting with Matthew, the order was canceled with no further help available. This experience was disappointing as I was relying on this order for almost a week, only to be let down without proper resolution. This poor customer service has left me unsatisfied, especially considering a previous positive experience with Instacart. I am now hesitant to use the service again.

My name is ChadrickTJohnson and I am a current shopper or member. I have been using the address 99 Lincoln Rd, McDonough, GA [redacted], along with the phone number [redacted] and email [redacted] due to phone issues. I need to speak with a customer service representative to update my membership back to my original address at [redacted] Charter Way, Lithonia, GA [redacted]. I have moved back and no longer reside at the temporary address in McDonough. The payments are being directed to Glenn T. Mack's account since she has been using the card. Please reach out to me at my new number [redacted].

There have been delays in delivery times in South Jersey for over a week now. I would like this issue resolved promptly by processing the order and possibly hiring additional staff to improve efficiency. I recently received an order where the receipt showed a price discrepancy of $20 more than what was originally charged to my account. The added tip, along with the savings from the incorrect pricing, and the various fees incurred seem excessive. I am dissatisfied with the excuses given and expect to receive the correct items as per my order. If this problem persists, I will consider using a different delivery service like Wal-Mart, which is also an option now. Post-crisis, I foresee potential repercussions for the company's stock value if these issues persist.

I reached out about my order issue yesterday, but I have not received a response from you yet. Unfortunately, my second Instacart order was even worse than the first. I was charged for multiple items I did not order or need, including a box of candy that I did not receive. I did get all the items I originally ordered, but I do not want the extra items. I want them picked up and returned, and I prefer a refund instead of a credit. I want to avoid dealing with this issue on every Instacart order, so please reach out to me promptly. I need to return the frozen food, eggs, cooking oil, and get a refund for all the unauthorized items. Thank you.

I am facing two issues with my Instacart orders, and I have not received any response yet. I submitted complaints on April 13 and 15 regarding two orders, #[redacted]05 and #[redacted]76. In the first order, the shopper, Orlando, misrepresented replacing toilet paper with paper towels, causing a significant inconvenience for my 90-year-old father-in-law and his wife. I had to spend an additional $14 to send them toilet paper. The second order total is $18 more than the BJ's receipt, excluding fees. Additionally, my initial order on April 9 was canceled due to product unavailability, preventing me from using a first-time promo code in a subsequent order. These experiences have made it challenging for me to consider using Instacart again, as I feel the company is exploiting the sensitivity of the current pandemic situation. - Laurie

I am seeking assistance in obtaining the receipt for my recent order. A few items were missing, possibly not in stock. While reviewing the receipt, I encountered an issue where it stated there were "24 more items" on the next page, but when trying to access it, I received an error message saying it was unavailable. I attempted to call customer service but there were no operators available, and I couldn't find live chat support either. I would greatly appreciate it if you could email me the complete receipt so I can understand why some items were missing. Everything was going smoothly until my April 6th order, which was initially set for delivery on the 12th but was rescheduled multiple times due to various issues. Ultimately, when the order did arrive on the 14th, it was missing some items. Please send me the receipt for my recent order.

I discovered most of my order was tossed over my neighbor’s locked gate. Upon being informed of the delivery, I checked outside my gate but found only milk and OJ outside my neighbor's gate. Although I saw my groceries through the gate, their lock prevented me from retrieving them, and they are now scattered. I am requesting a full refund and immediate re-delivery. I have been waiting for 2 days for this order, my address is correct on file, and I am an express member. Despite waiting over 2 hours for communication, I have not received any updates. I have also shared my experience on social media. I am extremely dissatisfied, and it is distressing to waste good food, especially during challenging economic times when people are facing job losses.

Hello, my name is Mia. I placed an order with Aldi in Moberly, MO, on Sunday, April 12, [redacted]. The delivery was scheduled for Tuesday, April 14, [redacted], but it arrived on Monday, April 13, [redacted], leading to some issues with the frozen items being thawed. I received a receipt on Monday with no indication that the delivery was early. When I complained after realizing the error, I noticed the delivery date was on the receipt. There was also an oversight regarding the lack of free delivery for my first two orders, which contradicted a promotion I had seen. I am requesting a refund for the spoiled items. I attempted to contact via email but have not yet received a response. Thank you for your attention to this matter.

I recently applied with Instacart to pursue a job opportunity. Following some emails, I decided to accept a batch job at Bashas on River Road in Tucson. Upon realizing I didn't have my Instacart Debit card, I unknowingly paid for the groceries with my personal debit card during two separate transactions for a customer named Ann T. Subsequently, I had to return to the store for the remaining items and paid out of pocket again due to technical difficulties with my phone. It wasn't until later that I noticed another shopper was also fulfilling the same order. Despite my efforts to address the situation with store staff, I was unable to resolve the issue onsite. I am kindly requesting a reimbursement for the two transactions totaling $50.80 and $42.59, respectively. I appreciate any assistance you can provide. I will await the arrival of my Instacart Debit card before resuming shopping tasks. Thank you, Wilma F.

Hello, I’m reaching out about an issue with my recent Instarcart order from Wegman's. My order number is #[redacted], picked up at the Short Pump location in Richmond, VA. There were a few discrepancies that I'd like resolved: 1) I was charged $5.65 for Wegmans chicken breast and breast cutlet, which was a substitute item, but I did not receive this. 2) I specifically requested no substitutions but was given Pam Olive Oil Cooking Spray and TYSON Fully Cooked Crispy Chicken Strips (Frozen) anyway. Since I'm unable to return these items due to my distance from the store, I would like a refund for the missing chicken breast and breast cutlet. I hope we can resolve this promptly. Thank you for your attention. Best, TM

I returned an item to my delivery driver, following instructions from a Tom Thumb customer service agent, as I was overcharged. Initially, the Dove Go Fresh Deodorant pack was $4.49, but I was charged $12.99 for a 2-pack I didn't want. Despite contacting Tom Thumb and being on hold for over an hour, I was assured of a refund when the driver returned the item. Order number #[redacted]9. I've also reached out to Instacart multiple times via email due to their phone lines being busy. I'm requesting a refund of $12.99 back to my credit card instead of a reward card credit. I've encountered issues trying to reach Instacart and just need this resolved promptly.