Instacart Customer Service Issues

My grocery bill was meant to be $61.84, but $80.00 was deducted from my account incorrectly when my card was declined. The shopper used their money to pay for the groceries, so I owe them a check. Additionally, I was charged for coffee I didn't order, amounting to over $38.00, but the shopper returned it for a refund. I am seeking a refund of $80.00 back into my bank account. This experience has been very disappointing.

There were items missing from my order, which was not the shopper's fault. The issue arose from me placing the order a few days ago when the app showed items as in stock, but due to delays, the information changed. Approximately 20% of my order couldn't be fulfilled, and I now have to shop for them myself, making the service pointless. I recently started using Express and this was my first experience with it. Despite understanding the challenges of the pandemic as a healthcare worker, I believe Instacart should utilize their data on replacements and substitutions to predict availability better. Also, I had an issue with the live chat window popping up and disconnecting me from the chat. It would be better if notifications were used instead of interrupting the app. Please reach out to me via live chat or phone call as email communication is not ideal.

I am frustrated and disappointed with the service I received recently. This is the second time this mistake has occurred, and it is very frustrating for me. Despite clearly indicating in writing not to replace any items, I received the wrong products again. I have a screenshot to prove that I requested no substitutions. The shopper disregarded my instructions and purchased two large containers of juice that I did not want. I am now stuck with items I cannot use and have wasted my money. I expect a refund for these incorrect products promptly. It is unacceptable to repeatedly receive the wrong items, especially during a time when going to the store is difficult due to the pandemic. If this issue is not resolved satisfactorily, I will have to leave negative reviews and take further action.

I noticed that my bank account was charged $[redacted] today in four separate transactions. I'm expecting only ten items from Heinens to be delivered tomorrow. Previously, I had an order from Marianos that was shipped on April 16 and already paid for. I'm concerned that the Marianos order might be sent again, resulting in double charges. I am dissatisfied with the system as I did not receive a confirmation for the Costco order and assumed it was not processed. It is upsetting that you have deducted these amounts without prior notice. Please contact me promptly to resolve this issue, or I will have to report it as fraudulent. Thank you.

On 4/18/20, I placed an order for groceries from Deciccos and Sons in Harrison, NY with a delivery window between the 18th to the 20th. Initially, I was informed of a delivery on the 19th of April between 1:15-2:45. However, there was no progress beyond the "order being shopped" status. Despite waiting the entire day, the $[redacted].44 order was not received. The lack of updates or alternative delivery arrangements left me puzzled about the status of my order. This experience was my first time utilizing this service. A temporary authorization of $[redacted].00 on my card was mentioned, with the final charge expected after 7 business days from order completion.

I reached out to Instacart chat to report that it has been over 6 hours since the shopper picked up my order of 6 items. The shopper seemed to be very slow, managing only 1 item per hour. After explaining the situation in the chat, there was some messaging back and forth, but then the chat abruptly ended, and I couldn't open another chat. I had ordered hot food from the deli counter, and both the shopper and the app indicated it was placed in the cart hours ago. While I was writing this, the shopper called for directions and repeatedly asked me to come out, despite my explanation that I have bad knees and couldn't get up, so I requested him to leave the items. However, he knocked on the door several times, and when my 10-year-old, who is on the autism spectrum, answered, the shopper asked for me. By the time I went to the door after he left, he had taken the groceries back with him.

On 4/15, I placed an order that was delivered but there were substitutions and errors that I would like a refund for: 1. I ordered cube steak but received very thin sliced steak with a lot of fat. ($20.67) 2. Instead of ice cream cones, I got Publix brand drumsticks. ($6.85) 3. I requested sugar-free popsicles but received pops with no sugar added. My husband is diabetic. ($5.39) 4. I wanted Publix heavy whipping cream, but got regular whipping cream. ($2.99) 5. I ordered Publix White Mountain bread but received Tuscan Boule bread as a substitution. ($3.65) We can overlook the bogo pickles mix-up and the extra green bananas. I have been trying to reach out via phone and email without success. Thank you.

I received my Instacart order but only got one pack of Panda toilet paper for $3.59 out of my $34.90 purchase. I chatted with them on the day of delivery to clarify I wanted toilet paper and was told I could get 2 packs. The order total was $34.90, and the only item I got was the toilet paper. The delivery was made by Andrelino from Milam's Markets. Please adjust the bill to remove the incorrect charges. System would not let me rate Andrelino. The total charged was $34.90, and there were additional temporary authorizations on my card. I also noticed a delivery fee of $7.99 when I believe it should have been $99.00. I need this issue resolved. Thank you.

I placed an order totaling $[redacted] with Gelson's supermarket in North Hollywood, CA on 4/15. On 4/17 or 4/18, I added items worth about $75 to the order, expecting them to be combined. However, I received two separate orders instead. Initially in touch with a shopper named Mathew, I later heard from another shopper, Luis, but not again. Assuming all was well, previously, an order update with Instacart involving an addition had gone smoothly. I followed the steps to update my recent Gelson's order, as indicated in the black oblong box in the lower left-hand corner. My user ID is "[redacted]"

I placed my order on April 19th with the delivery scheduled for today, April 20th. I had been communicating with the delivery person, and when I checked on the status, she mentioned she was still shopping instead of being on the way to my place. To my surprise, my order got canceled. I'm a bit confused about the situation. I was in touch with her before 1 o'clock, within the 1-3 delivery window. I understand it's a busy time, but I was hoping to receive my groceries. The lack of clear communication is disappointing. If she was at my gate, I would have expected a call. Despite being home and actively using the Instacart app to communicate, there seemed to be a disconnect. I had planned dinner around this delivery, and now I have to wait until the next day for the groceries. This is only my second time ordering from Instacart. The first delivery experience was faultless, and the driver had excellent communication. Thank you for your assistance.

This morning, I was contacted by the shopper, Jennette, who informed me that my Foodtown order was on the way. However, the groceries were never delivered to my home, despite her update that they were. My Instacart account shows the delivery at 12:31 today, but I did not receive the usual email confirmation. Strangely, the account also shows a BJ's order delivered on April 18th by Jennette, even though I only have an order scheduled for April 25th. I need a refund for the undelivered purchase and clarification on the BJ's order discrepancy. I appreciate your prompt attention to this matter, as previous orders have been problem-free. Thank you for looking into this.

On April 13, [redacted], I made my second purchase at Lucky’s with Leonardo as my shopper. I ordered 2 pieces of salmon at $7.99 each, totaling $15.98. Unfortunately, I only received 1 small piece costing $5.19 but was charged the full amount. Following this, I reported the problem when reviewing the service online. I received an email confirming a $15.98 credit, however, I later discovered the credit had expired the same day I placed the order. I am now facing difficulty reaching a customer service representative to rectify this issue. I am requesting a refund or a credit of $15.98 back to my credit card. Please update me once this has been resolved. Thank you.

I signed up for express delivery for $9.99. Despite trying for hours to place my order and encountering website navigation issues, I eventually canceled it. Unfortunately, the order went through with no option for cancellation. As a result, I raised a dispute with my card provider and detailed the issues in the comment section. The total cost, including the upfront fee and additional charges, came close to $15 for groceries from Aldi's. To make matters worse, the milk was close to expiring within four days, which is unreasonable for a household of two senior citizens. When I shop in-person, I always ensure the products have a longer shelf life. If a customer service representative had been available to assist promptly, I believe this situation could have been resolved more efficiently.

I placed a grocery order with Publix on 4/19/20 as usual with a delivery scheduled for 4/20/20. Unfortunately, I received the wrong order and had to alert the driver, who didn't speak English. It was stressful as he and his passenger entered my space, making me uncomfortable. The ice cream was melting and the milk was warm, so I'd like a refund for those items along with the delivery fee. The total refund should be $21.33. I usually praise Publix, but this experience was disappointing, especially since I am diabetic and cautious about contact. I expect better communication from delivery drivers in the future. Please refund the delivery fee as a gesture of goodwill. I trust Publix will address this promptly. Thank you.

I, Mary A. McLinden from Pawtucket, RI, am reporting erroneous charges on my AMEX account from shopping at PriceRite in Pawtucket, RI. Account number [redacted]. There were two charges on 3/22/20 amounting to $76.59 each. However, the first shop had several out-of-stock items, prompting a second shopping trip a few days later. Despite instructing the shopper not to include frozen or cold items due to limited freezer space, I was billed incorrectly by your billing department for the second delivery. The charges of $76.59 and $94.43 on the same day seem excessive for items mostly out of stock. I'm questioning the integrity of your company and PriceRite's billing practices. I have recommended your service to friends on Facebook but now have doubts. Please email detailed copies to [redacted] I will also contact Amex. This issue does not reflect poorly on the shopper, who was polite and tried to rectify the missing items. Please respond or contact me at [redacted].

Hello, I am Belinda C. and I recently started working as a shopper with your company. I completed an order at Total Wine in Aventura with Order #[redacted]3. During the delivery to Ms. Amy C. at [redacted] unit in Aventura at 10:36 a.m., the app closed unexpectedly, causing me to lose my batch. I then proceeded to deliver to [redacted] S. Ocean Dr. Hollywood, unit [redacted], where I followed the instructions to leave the order at the front desk and took a picture of the recipient's ID at 11:25. After that, I contacted Mr. Paul at [redacted] N. S. Ocean Drive, Hollywood, and delivered the order to the front desk, also taking a picture of the ID. I tried to communicate through chat but faced challenges. I am requesting a reset on my app and to log out so I can redo the necessary steps for the purchase. Your assistance with this matter would be greatly appreciated.

My order was placed on April 9th with a delivery date of April 10th. Despite specifying "DO NOT REPLACE" on certain items, the shopper substituted them with more expensive alternatives, which I neither need nor want. These unauthorized substitutions were charged to my credit card. I have contacted customer service multiple times via email to request a refund for the overcharged amount and to arrange for the unwanted items to be returned to the store. Although I received a $43.00 credit on Instacart, the two most expensive items were not refunded at all. The items in question are butter, 7th Heaven liquid, Berkley film wrap (2x), unsalted nuts (3x), and Scott 2-ply napkins, with the last being the most expensive at $70.77, followed by the nuts at $42.18. I urge the company to address this matter promptly before I escalate it to the Better Business Bureau due to feeling deceived with this purchase. I hope for a swift response as I just received my bill from BJS. Thank you. - JG

I had an issue with a recent Instacart order where I mistakenly used my personal credit card instead of my Instacart card. I tried to get a refund by providing the receipt, but I didn't have a copy since the customer had it. Even after going through a cumbersome process to get a store copy of the receipt, I was unable to submit it due to app restrictions. I believe my credit card statement should suffice as evidence for the refund, along with the date and store location. The charges were $[redacted].39 on April 3, [redacted], and $[redacted].24 on April 15, [redacted], both at Albertsons in Buellton, CA. I seek cooperation to resolve this promptly as I am a dedicated five-star shopper for Instacart. Let's work together to address this and ensure a smooth resolution.

I am currently facing an issue with ordering groceries from Publix through Instacart. Despite setting up accounts with both Publix and Instacart and completing my first delivery order, I encountered a technical glitch during payment resulting in all my items disappearing. Instacart then asked for ID verification, which I promptly provided, but my account remains deactivated. I have tried to reset my password multiple times, but I keep getting messages that my email is in use or the password is incorrect. Living in a locked-down senior community in Richmond Hill, GA, where access to only two grocery stores, Publix and Kroger, is restricted, I urgently need my Publix account reactivated to have my groceries delivered. The previous experience with Kroger was unsatisfactory, receiving only half the order without the bananas. I am reliant on Publix for my essential supplies. Thank you. Sincerely, ShirleyAnn Stanley

I received my Instacart order, but I only got one pack of Panda toilet paper instead of the two I requested. The delivery was made by Andrelino on April 8th at 12:07 PM from Milam's Markets. I also noticed I was charged extra on my bill for items I did not receive. Please adjust my bill accordingly. Thank you.