Instacart Customer Service Issues

Hello, I am Rhonda White, an Instacart shopper. Unfortunately, I encountered a technical issue today. While weighing produce, my phone fell and the screen went black, despite the power being on. I attempted various solutions, including removing my SIM card, but to no avail. After trying to reach out to my carrier's store, I ended up purchasing a temporary phone at a nearby WalMart but still could not contact shopper support or finish shopping for my customer. I am now attempting to contact Instacart about this incident, but I am currently without a phone. I apologize for the delay in completing the shopping task.

On April 22, [redacted], I ordered three items (disinfectant wipes and sponges) from BJs for a family member who could not leave home due to the pandemic. Two items were refunded, but the sponges were not replaced even though they were showing as available on the website. I tried to cancel the order as it didn't make sense to pay $14.99 for delivery of just sponges, but I couldn't cancel it in time, and the shopper delivered them anyway. My family member refused the delivery since it didn't seem reasonable to pay a $35 minimum delivery fee for just sponges. I am now requesting a refund for the sponges and the delivery fee.

On Tuesday, April 21st, I received an Instacart delivery from Costco by a shopper named Daniel at my home located at [redacted] Dickinson Ave., East Northport, NY [redacted]. The delivery included a large order of groceries and produce. Despite being familiar with using Instacart, the assigned shopper, Daniel, did not communicate with me. The delivery window was between 1-3 pm, amidst severe weather conditions with high winds, heavy rain, and thunderstorms. Around 2:30 pm, a concerned neighbor informed me that my order was left outside on the sidewalk, causing damage. Additionally, a case of water was missing. Upon checking the website at 3:00 pm, I discovered that the order had been marked as delivered at 12:53 pm. Later, a person named Keven arrived with the missing case of water at 3:00 pm, who was not the original shopper, Daniel. I requested assistance from Keven, who was unable to provide further help. Despite my attempts to reach out to Instacart, I have been unsuccessful. I am requesting an immediate full refund for my Costco order, and I have informed my bank to dispute the payment regarding this issue. - M.L.

I placed a grocery order on Saturday, April 25, [redacted]. Maria M. from Instacart did the shopping and was supposed to deliver it to my apartment. However, I never received the order. Despite trying to contact Maria through chat, I couldn't get a response regarding the missing delivery. I suspect my groceries might have been delivered to another apartment with the same number in a different building in my complex. I request a refund of $88.18 for the undelivered items. After lodging a complaint through the app, I received an automated message promising a follow-up, but I haven't heard anything back in nearly 24 hours. Thank you, Francine Stasio.

I am extremely frustrated as this is the second time my order has been left outside my building instead of being delivered to my door. I reside in a three-story apartment building, and your delivery workers are not making an effort to bring packages to my unit. Despite the items being marked as delivered with a photo, I did not receive my order from Petco. A previous order from Sprouts was also left in the lobby and was stolen. This is unacceptable, especially during these challenging times with unemployment and the pandemic affecting me. I have been trying to reach out for days without success. Please contact me at [redacted]. Your prompt attention to this matter is greatly appreciated as this has now happened to me twice, and I am deeply disappointed. Thank you.

I received a delivery that was completely wrong. None of the items I ordered were included, and I couldn't reach the driver or the store for assistance. Despite trying to contact Aldi and sending multiple emails to Instacart, I haven't received any response. The items I received were oatmeal cookies, paper plates, and skim milk instead of the milk, shrimp, jelly, and candy I ordered. I was charged around $34 for items I didn't order, and I feel ignored and frustrated. I want a full refund promptly as this mistake wasn't mine, and I had tipped generously. The order was possibly placed about two weeks ago. My name is Robyn Salmi, and my address is [redacted] E Church St, Grand Prairie, TX [redacted]. Previous orders have been fine, but this experience has been disappointing.

As an Instacart driver, I was informed I could start delivering orders before receiving my card by using my own credit card and getting reimbursed. However, the company owes me $[redacted].29 for five outstanding receipts, which I have submitted multiple times as instructed. Despite highlighting the amounts, they keep refusing them. Last night, I spent hours in their text chat pleading for a supervisor, but each agent I spoke to ended the chat abruptly. Their phone support is nonfunctional. Following a chat where an agent tried to help, two significant receipts from April 10 and 11 mysteriously disappeared from my phone, amounting to $[redacted].27 and $[redacted].67. I'm deeply concerned as this is a substantial sum for me. The lack of communication and resolution from Instacart is alarming. I'm considering reporting them to the Better Business Bureau.

I have encountered issues trying to get refunds for two of my Instacart shopping receipts. The first one is from Wegmans for $[redacted].95, and the second is from Sprouts for $25.20. Despite multiple attempts, the refund requests have been consistently declined. On the Sprouts receipt, the system is trimming the amount from $25.20 to $2.52 whenever I try to submit a request. I have made sure to input the correct amount, but the issue persists. The Wegmans receipt, on the other hand, has been denied with the reason that the store name cannot be located, even though "Wegmans" is clearly printed on the receipt. I have provided all the necessary information, including the total amount, store name, and date, so I am unsure why these refunds are not being processed after almost a month. The financial strain these delays are causing is significant, and I urgently need the funds returned.

Hello, I am Nu Kaur. My account got deactivated because of an incident where I couldn't deliver food to a customer due to my app crashing. I had to use my sister's phone to log in, and the delivery was marked as complete accidentally without getting the customer's address. Despite trying to contact Instacart and picking up a new order in the meantime, I received technical support's call and located the first customer's address. I informed them of my intention to deliver within 30 minutes as I was busy with the second order. After completing the second order, I delivered to the first customer and then to the second. Upon returning, I received an email about my account deactivation, causing me distress. I seek guidance on reactivating my account and regret any inconvenience caused to customers. Thank you.

Good morning. I have spoken with two different representatives today regarding an issue with my paycheck being deposited into an unfamiliar bank card. Jake mentioned it was escalated to a specialist and could take three to five business days. Later, Elizabeth couldn't explain why a reissued check wasn't possible after the payment went to the wrong account ending in [redacted] instead of mine ending in [redacted]. I've made payments to card ending in [redacted] that should have received the funds. Elizabeth advised reaching out to [redacted], but this didn't yield any helpful results.

I want to address a recent complaint regarding my service as an InstaCart Shopper in Ukiah, CA. The customer had initially placed an order with two items, TP and Clorox wipes, under the name Gamma. However, she later cancelled the order and requested ice cream. When the ice cream was mistakenly added to another customer's (Sandra) order (a double order scenario), Sandra received the item and was charged without issue. Despite the confusion, the original customer had already cancelled her order twice, including once when I was about to leave the store, expressing that she no longer wanted the items. It's important to clarify that no items were ultimately delivered to her.

Subject: Follow-up on Order #[redacted]80 Issues Hello Instacart Support, I wanted to provide an update regarding Order #[redacted]80. It has been 21 days, or 3 weeks since I initially reported the problems with this order. On Monday, May 4th, I plan to dispute the charge for this order with my credit card company since I have not received a response from Instacart in over 3 weeks. Additionally, I will be sharing my experience on social media to inform others about the lack of resolution and suggest seeking alternative services to Instacart. The specific issues with the order include being charged twice for one package of ground chuck and receiving the wrong size cans of bush beans. Although we were fine with the substitution, we were overcharged for the larger cans. Your prompt attention to this matter would be greatly appreciated. Thank you, BK [redacted]

Dear Community, I have been facing an ongoing issue with Instacart for over a month with no resolution. Despite sending over 20 emails and saving copies of my chat conversations with their support team, I have had countless frustrating phone calls lasting over 3 hours each. Instacart's poor service truly stands out. On March 24, [redacted], I placed an order for delivery to my address. The Instacart shopper began shopping and communicated about item replacements for about an hour. After completion, I was notified the shopper would deliver the groceries. However, the shopper then informed me the Instacart credit card used for payment was declined due to insufficient funds. After a confusing conversation and hours of waiting, the shopper rescheduled delivery multiple times until ultimately canceling the order the next day. Despite multiple attempts to reach out to the shopper and Instacart's customer service, I was left frustrated. Instacart mistakenly charged me $[redacted].00 for the cancelled order, sparking a nightmare of unaddressed emails, chats, and calls. In the end, I labeled the charge as fraud and escalated the issue to my bank for resolution. It is crucial to share my experience to warn others about Instacart's unsatisfactory and dishonest customer service. Sincerely, (Author's Initials)

Refund Request Needed for Food Delivery Issue I placed an order for food on 4/18 with the expectation of receiving it on the weekend. However, I received an email stating that there would be a delay. On the day of delivery, the shopper arrived at 9:45 pm and knocked on my door, but as I am hard of hearing and was in another room, I did not hear the knock. Subsequently, I received calls around 10 pm from a number I didn't recognize and did not answer. I've been trying to resolve this matter to either receive the food I paid for or get a refund, as the $60 spent is significant for me on a fixed income. Thank you, e.

We placed 3 orders smoothly. Then, we requested to cancel the express service because we don't need it anymore. We are in close proximity to Publix and intend to shop at the earliest opportunity. Due to the COVID-19 situation in our community, leaving our apartment means a mandatory 2-week lockdown. We reside in a secure campus with no reported cases due to the lockdown measures. Instacart removed the express service as requested. However, upon trying to shop at Publix through Instacart, we were prompted for a new password. Despite updating it, access was denied. We are financially prepared to purchase all our essentials at the store but encounter this issue. We prefer the quality of products at this location over others. Please assist us promptly so we can acquire the necessary items. Your help is greatly appreciated. Thank you. - J.L.

I'm having trouble tracking my Safeway delivery through Instacart. I've used the same email for both Costco and Safeway deliveries through Instacart. My Safeway order didn't arrive as scheduled, and I tried to use the Instacart app to track it down. However, I couldn't sign in with my store account password and email. I don’t remember setting up an Instacart account. Finally, when I accessed the app, I could only see my Costco orders. I really need to know where my groceries are. The Safeway order number is #[redacted]1.

I started working with Instacart in February. I recently got a new phone after my old one broke. I have contacted Instacart seven times to help me log into my account because it seems my email and password were changed. I'm unable to work now and need access to my account so I can continue working. I would appreciate it if you could provide me with the new email and password set on my account. I've spent hours trying to resolve this issue, and one representative mentioned blocking my account because of multiple login attempts, which I found confusing. I have a 5-star rating, and it's frustrating that this issue isn't resolved. I apologize for the inconvenience and I need assistance urgently. Thank you. You can reach me at [redacted].

Today's shopper made a mistake with my order, missing the ground beef again. I confronted them, and they pretended to search their car before I found the missing item in plain sight. This has happened before, and I am frustrated. I want to ensure Robert never delivers my groceries again. I may start shopping for groceries myself instead. Despite past issues, I previously left a positive comment because the shopper was polite and offered assistance. Additionally, on my last receipt with the missing meat, I was overcharged.

When an item was unavailable, I communicated through the app, expecting the usual response from Instacart or the shopper, but this time things went awry. The shopper texted post-checkout about the unavailable ramen noodles but since I couldn't amend my order, I missed out on replacements. I have never faced this issue before, but the lack of coordination left me dissatisfied. Despite providing clear drop-off instructions, the items didn't arrive, causing frustration. This unsettling experience, all for a simple order of ramen noodles, makes me hesitant to use Instacart again.

I contacted early this morning regarding my order#[redacted][redacted]04 and discovered missing items. Jacquline assured me she would escalate my order for a callback and five-day refund. When I didn't receive a call, I followed up at 4PM, and Crystal stated no record of my issue or callbacks exists. After frustration, she assigned me case #[redacted]9 with a ten-day refund timeline, contradicting Jacquline's information. Ryan L's shopping error compounded by inaccurate customer service details has left me dissatisfied. This order was a Mother's Day gift for my mother. I am disappointed and won't be using your services again. I plan to share my experience on Facebook to highlight the need for better-trained staff.