Instacart Customer Service Issues

On April 21, between 2-4 p.m., I was expecting a grocery delivery that never arrived. I received a call from a person claiming the groceries were shopped for but not delivered, mentioning she would look into it and get back to me. As of now, I have not received the groceries or a follow-up call. The individual who contacted me identified herself as Sam (possibly Samantha) and seemed affiliated with Instacart. I am concerned about being charged on my credit card for items I never got.

I would like a refund or replacement for the incorrect products I received in my order from Publix in Sebring, FL. I had initially ordered 6 fully-cooked Big Shoulders Pork Ribs, Baby Back, in BBQ Sauce, and agreed to a substitution with a similar product, 6 Plumrose Fully Cooked Pork Baby Back Ribs in sauce. However, the shopper provided me with 6 raw Publix Pork Loin Back Ribs instead, which I cannot use. As a WWII veteran on a fixed income, the $76.74 expense is significant for me. I kindly request either a replacement with the approved products or a refund of the total cost. Due to my limited access to technology, I prefer communication via email over text messaging. Your assistance in rectifying this error would be greatly appreciated. Thank you, Joseph A. Gibbons

Hello, my name is Ahmed Jalil. My phone number is ***********. My account has been deactivated. I need help to reactivate my account. The reason for deactivation is that I reached **% of the policy for cancelled customer orders without a choice. The first Instacart payment I received was not working, so I had to cancel several orders. I had talked to support and was told there was no issue with the card. Even after receiving a replacement card, I faced issues with orders and had to cancel more. The last order I cancelled was because the store was closed. Despite trying to work diligently, I reached the cancellation policy limit. I seek assistance urgently to resolve this matter. I appreciate any help on this. Thank you.

I had a frustrating experience with an Instacart shopper while placing an order at Cub Foods. The shopper disregarded my request not to replace items that were out of stock and had communication issues when I tried to reach out. Despite asking to cancel the order after several mistakes, the shopper did not respond promptly and ended up canceling it. Furthermore, I encountered confusion about which store my order was being fulfilled at, as I preferred the St. Paul location but was informed it was being shopped at the Inver Grove store. I struggled to find information on the app to clarify this issue. I would appreciate guidance on how to confirm the store where my order is being prepared as I hope to avoid further confusion.

I accepted a batch for two items from Costco priced at $92. I followed the navigation provided by the app, but it led me to the wrong address in Richland, Washington. After contacting the customer, I had to drive to Yakima to deliver the items and incurred extra gas expenses. Upon finally completing the delivery, I couldn't find the option to confirm the delivery. Additionally, I haven't received payment or acknowledgment for this delivery. I am frustrated and seeking compensation for my gas expenses and the $92 owed for the items. My contact number is [redacted]. Thank you. - Katie G. The address given initially was [redacted] Larch Court, Richland, Washington, but the correct address was [redacted] Larch Avenue, Yakima, [redacted].

I recently received my grocery order from Publix in Tamarac, Florida. I usually order weekly for myself and occasionally for my father and brother. Unfortunately, the store was out of the 2 Stouffer's Classic Turkey dinners I requested. I offered an alternative Stouffer's turkey dinner, but the shopper bought 2 large Stouffer's Classic Italiano family dinners instead. Despite me communicating three times that I did not want these dinners, they were still purchased and delivered. Even when I met the shopper in person, I explained the situation, but he claimed not to have received my messages. I do not eat this type of food and I am disappointed. I would like a refund of $15.58 for both dinners. Apart from this issue, the delivery was fine. Thank you.

Good morning, I am Samir Almansouri, an Instacart shopper. I attempted to contact Instacart through the app about this issue, but I was unsure how. Due to the current COVID-19 situation, many stores are limiting the number of people inside, resulting in long lines forming outside. Most stores allow Instacart shoppers to bypass the line by showing their Instacart card, except for Walmart in Canada. At Walmart, shoppers must wait in line, which can sometimes be over 30 minutes before starting a batch. This delay impacts the shopper, the batch time, and ultimately affects customer satisfaction. I have spoken to the manager at Walmart located at [redacted] Eglinton Ave in Scarborough, who mentioned that if Instacart contacts Walmart to request that shoppers be allowed to enter without waiting in line, they would accommodate this request. I hope you all stay safe and have a wonderful day. Sincerely, Samir Almansouri

Hello, This is my third email in as many days. The orders disappear too quickly from the screen; a rep at Instacart mentioned they should stay visible for 30 seconds. Today, I attempted to accept a $25 order twice but received errors both times. After your system indicated it was looking into the issue, the order was assigned to another shopper. I received a generic email about suspicious account activity when all I was doing was trying to troubleshoot the app on my iPhone 10. Three weeks ago, I had orders regularly, but now I only receive a few a day during the 8 am to 8 pm shift I work. I would appreciate it if you could stop sending the generic emails and address the technical issues. I tried to add more delivery zones like Punta Gorda FL, Bonita Springs FL, Sanibel Island, and Captiva FL, but the app did not allow it. How can I add these zones? When I visit my dad in Battle Creek/Kalamazoo Michigan next month, I would like to work there as well. How can I add those zones? The response to my emails is nonexistent, and the provided phone numbers do not work. This lack of communication is concerning and not good for business. Just now, a $26 order appeared on my screen, which I tried to accept but was immediately informed that another shopper had taken it. Please address these issues promptly to avoid damaging the reputation of your company. I have heard similar complaints from other shoppers. I urge you to improve communication with your shoppers.

For the past six weeks, I have been trying tirelessly to secure an Instacart delivery date from various stores but have been unsuccessful. I have attempted accessing the platform consistently at all hours, including late at night and early in the morning, to no avail. Interestingly, despite using the same stores as I do, my neighbor has had no trouble booking delivery dates multiple times over the last six weeks. Fortunately, she has graciously added a few items to her orders to assist me during this challenging time. I am perplexed as to how she can easily secure delivery times while I have not been able to schedule even one slot labeled as "first available." I am using my PC to access Instacart, so I don't believe the issue lies with a need to refresh a phone app. I am seeking guidance on what steps I may be missing or doing incorrectly. Any assistance would be greatly appreciated.

Good afternoon, Sometimes, due to COVID-19, it's challenging to find items in stores. Even when customers provide their address for delivery, they may not answer calls or texts. I try my best during this time to find items for customers, but stock can be limited. I ensure to only select good quality items, avoiding damaged products. If an order cannot be cancelled through the app, it affects my effort and time spent shopping. I try my best to fulfill orders despite challenges like customers changing addresses or cancellation requests after shopping. I have tried contacting the Instacart supervisor team multiple times about issues with orders and addresses, but have not received assistance. I kindly request the reactivation of my account. Thank you.

Good Afternoon, When you are unable to find the items you need in-store due to COVID-19 related stock shortages, it can be frustrating. I make every effort to shop diligently for customers, following their provided addresses. I strive to select high-quality items, refusing products in subpar condition. Despite facing challenges such as out-of-stock products and difficulty reaching customers via phone, I diligently complete orders. Unfortunately, sometimes customers request cancellations after shopping has commenced, creating a predicament. I aim to provide the best service, but cancellations after shopping can be complex due to the Instacart app protocol. I have encountered issues reaching out to Instacart's supervisor team for guidance or when customers provide incorrect addresses. I request that my account is not deactivated abruptly as attempts to contact support have been unsuccessful, impacting my ability to resolve issues promptly. Thank you.

I received a grocery delivery from your service on Tuesday, April 21st. The shopper's service was unsatisfactory, but that's not my main concern. Our grocery bill amounted to $[redacted].36, yet we were charged $[redacted].00! Unfortunately, due to Covid-19, the customer service line is currently unavailable for calls. I am facing financial hardship as an unemployed individual, and with a significant overcharge like this, I need assistance promptly. The policy allows only 7 days for resolving such issues, but without the option to contact a representative, it puts me in a difficult position. I find it unjust to be charged almost $[redacted] more than what I owe. I urgently request a refund and need to discuss this matter with a customer service representative.

On April 8, [redacted], I placed an order with Instacart, and they mistakenly charged me $[redacted].40 for eggs. After disputing the charge, Instacart assured me I would receive a credit of $[redacted].40 for my next purchase. However, on April 22, [redacted], my order was cancelled in error. I intended to cancel an order from Target, not Costco. Unfortunately, the cancellation removed the credit Instacart had issued me, and now it doesn't appear when I try to reorder items from Costco. I haven't used the credit yet. I kindly request that Instacart promptly refund the $[redacted].40 owed to me. The credit was meant to be used, but due to the cancellation, the system automatically revoked it. Please rectify this situation with my account at your earliest convenience. If further clarification is needed, please contact me.

Subject: Double Charged for Order #[redacted]40 I wanted to address the issue I experienced on April 4, [redacted], where I received two separate deliveries despite only placing one order. I returned the second delivery but was still billed twice. I recently received an email from Instacart's Trust and Safety Team suggesting credit card fraud and requesting verification of my identity by providing images of my driver's license and payment card. I understand the need for security measures, but I believe the problem lies in the duplicate order placed by your local team, not with my payment card. I have been a loyal Instacart customer for approximately a year now, and especially during these times of increased vulnerability to Covid-19, I rely on your service more than ever. I kindly request the swift resolution of the overcharge issue and removal of the hold on my card without further identity verification. Thank you, Charles C.

As an Instacart shopper, I encountered a problem during a recent delivery. The app malfunctioned, and despite alcohol being on the order, I opted not to deliver it and instead asked for verification from the customer. Unfortunately, this led to my shopping privileges being suspended. Shopping with Instacart is essential for me as it provides income to support my family, especially my mother battling stage four cancer and my two daughters in college. The customer was upset about the delayed delivery and the need to substitute items, but I explained the situation regarding the app issue and the alcohol verification. I have kept the receipt and all relevant information. If there is any way to resolve this issue and reinstate my shopping privileges, I would greatly appreciate it. I take pride in my work and strive to be a reliable shopper.

In our 70s and at high risk, we placed a delivery order with Kroger without substitutions due to severe allergies. We requested Lysol lemon but received Kroger linen scent, which we're unable to use. Instead of 2 red peppers, we got 2 large bags of mini peppers. Additionally, we were billed for onions we never ordered or received, and fish sticks were replaced with beer-battered filets. Unable to contact anyone by phone, Kroger referred us to Instacart for resolution. Despite the appreciated service, we encountered issues with expired milk, unwanted items, and incorrect charges. On a limited budget, we cannot afford missing items while paying delivery and tipping fees. Refunds for unrequested charges and items, along with honoring our no-substitution requests, are our main concerns.

I am a customer who is disabled and experiencing severe pain. My recent instacart experience was disappointing. The driver did not follow delivery instructions and left my groceries on the street. This was very different from my previous experience where the delivery person helped me carry the groceries up seven stairs. This time, the delivery person was unhelpful, and the driver was rude and even used profanity towards me. I felt abused and mistreated, especially considering my health condition. The substitutions made for my order were also unsatisfactory. I am a former president of a global customer service company, and I find this level of service unacceptable. I have decided to take my business elsewhere and expect a phone call to address these issues promptly.

I did not receive an itemized list or receipt for my preordered items through Fry's app via Instacart. The payment of $[redacted].93 was charged to my bank account on 04/18/[redacted], and the items were delivered on 04/19/[redacted]. I need the detailed receipt to be reimbursed by my family, as we did a bulk order together. Despite spending approximately 6 hours trying to resolve this, I have been unable to obtain the necessary information. This lack of transparency is frustrating, and I am considering reporting this as fraud to my bank. The store manager mentioned that Instacart should have the receipt, and I need your assistance in obtaining it to verify the charges. I hope to receive a prompt and honest response before taking further action with my bank.

As an Instacart shopper, I am facing issues with the app. Despite reporting them through the in-app support, my problems remain unresolved. The support team responds in an unprofessional manner, using language that is concerning and inappropriate. I was shocked to encounter a supposed third-tier support representative with poor English communication skills. Furthermore, when I tried accessing the website to seek alternative means of assistance, I discovered that my phone number had been blocked. Even reaching out via the listed contact number proved futile as it was reported as no longer in service.

I made a purchase over a week ago. An hour before the scheduled pickup, Instacart canceled my order and charged me $85. I believe this charge is a cancellation fee that should be refunded since they canceled, not me. I won't use this service again. The cancellation has left me struggling to get what I need for my four kids, especially during this quarantine. Instacart should handle cancellations better by offering a new time. Charging a fee when they canceled the order is terrible business practice. I'm not just inconvenienced but also charged for it.