Instacart Customer Service Issues

I recently placed an order with Giant for 24 oz of fresh wild salmon. However, the shopper purchased only 9 oz instead and charged me $12.93, which did not match the actual price of just over $6 on the package. Due to this discrepancy, I declined to tip the shopper and would like a refund for the incorrect item. Additionally, I am requesting a refund for the month's charge of $9.99 during the company's strike period. My original order, consisting of fresh seafood, fish, meat, and vegetables from COSTCO through Instacart, was supposed to be delivered on a Saturday. Unfortunately, it arrived on the previous Wednesday and was left on my porch exposed to the sun for three days, causing all the items to rot. Despite contacting Instacart and being promised a refund, I have not received it, even after making subsequent purchases totaling $[redacted]. Furthermore, I am dissatisfied that I left a $42.50 tip for two delivery shoppers on Sunday, who did not receive it. I am concerned that Instacart may be mishandling tips, which is unacceptable and potentially unlawful. Please address this issue promptly.

I am a shopper for Instacart and I am struggling to get in touch with someone regarding an incident with a customer today. After shopping for a customer, I encountered a disturbing situation where the customer, who was driving behind me, started driving aggressively and honking at me. When I reached the drop-off location, he approached me and insisted I follow him to a different address not provided in the order. This encounter left me feeling very uneasy and unsafe. I don't have the order details, but I would appreciate it if someone could investigate this customer and ensure I don't have to shop for them again. Thank you.

On March 2nd, I used a $10.00 off coupon and a referral from a friend to order from Instacart. This was before the significant impact of COVID-19 and any shutdowns. Despite being promised a delivery by 6:00 pm, I received a text at 9:00 pm stating that my shopper had just started. I decided to cancel my order. The next day, a representative apologized and assured me I wouldn't be charged. However, about three weeks later, a $99.00 charge for a yearly membership appeared on my bank statement. I have tried contacting customer service numerous times, waiting over an hour each time only to be disconnected. Recently, I received an email stating my account was locked due to login attempts, which I did not make. I no longer wish to be associated with Instacart and request a refund of the $99.00.

Instacart has limited communication options for shoppers/contractors. There are no phone numbers or email addresses provided for support. The shopper app has been compromised, allowing hackers to manipulate high-paying batches through bots. Even the in-app support is suspect, with representatives displaying rude behavior and abruptly ending chats. Resetting passwords to address security concerns is impossible due to this breach. Instacart stores sensitive information like bank account details and SSNs for both shoppers and customers. Ensuring multiple reliable avenues to contact authentic Instacart support is crucial for addressing app and account issues. Prioritizing security and offering accessible, knowledgeable customer service is essential.

Hello, earlier today, I experienced an issue while trying to place an order. The app crashed just as I was about to check out, leaving me unable to proceed. Despite attempting to contact customer support, I was left waiting on hold for 40 minutes. My grocery shopping trip at Kroger that should have taken 30-45 minutes ended up taking 2 hours. As a result, I had to leave without completing the order, feeling like I wasted both time and gas money. Unfortunately, I wasn't compensated for the extra time spent due to the app crash. Despite ensuring I had good service, the app malfunction persisted. I am disappointed by the inconvenience. I also tried contacting customer support but reached a message saying the line was inactive. I hope to receive assistance with this matter as the situation left me frustrated and potentially inconvenienced the customer as well. Best, K. Seager

I want to share my dissatisfaction regarding my recent two deliveries. During the first one, the package was mistakenly delivered to my neighbors without any prior notification. It took me 2 hours past the expected time to finally track down my order. The drivers really need to be more attentive to correct addresses. The second delivery was even more disappointing. I suspect the shopper had mixed up items, possibly including mine with another order. Despite ordering 5 items for a buy 2, get 3 free deal, I only received 2. The asparagus I ordered fresh arrived frozen, and some items were damaged due to improper handling. I had specified items I was open to substitutes for, but fresh asparagus was not one of them. The shopper, Anthony, has been accused of misplacing groceries in my area. If he remains employed, I fear the impact on your business here in Pulaski, NY. I paid for a premium 2-hour delivery and the missing items amounted to over $15. I used to provide shopping services myself and always kept customers informed throughout the process. Have these standards changed with Instacart? I left negative reviews for both incidents but have yet to receive any response, making me hesitant to give your service another try.

On May 8, [redacted], I placed an order with COSTCO requesting specific items. Unfortunately, the delivery person named James, who recently started in March [redacted], did not fulfill the order correctly. Instead of organic tomatoes and carrots, he brought non-organic ones. Additionally, I ordered ECOS hypoallergenic soap for $16.49, but he tried to deliver Tide detergent priced at $30. When I asked him to exclude these items, he refused and was unpleasant during our communication. James left the order at the front gate without informing me and was rude to the security guard. This experience was disappointing as I am a frequent customer. I would appreciate it if James could receive guidance on following customer instructions and treating them respectfully. I am also requesting a refund for the three incorrect items. Thank you, Maribel Sandi ZOBERG.

Last night, I had a troubling encounter with a supervisor at a Publix in Cape Coral. The manner in which the supervisor, named Ivón, behaved towards me was quite unpleasant. The people around us noticed the situation, including customers from the company Ship, who witnessed Ivón's unprofessional conduct. I explained that my husband and daughters were at the store because it's our nearest Publix. Although she acknowledged my honesty, Ivón threatened to cancel my Instacart account, claiming she couldn't understand my English and even laughed at me. I have witnesses to support what happened.

I ordered Barq’s diet root beer and asked for a refund if it was unavailable. A substitute was made by "Samuel" without my approval, which I declined. The delivery person wasn't informed of my rejection and couldn't take back the A&W diet root beer delivered instead. Despite the app saying the correct item was delivered, a photo proves otherwise. I'm not trying to get free items, I just want a refund and for the soda to be collected. This first delivery experience was very disappointing and I'm looking for a resolution. I don't want to negotiate a lower price, I want a full refund including the tip, as well as the return of the incorrect soda to the store.

My $[redacted] order was unexpectedly cancelled by the shopper without any communication. I had to re-place the same order, redo substitutions, and now it won't arrive until later tonight, causing me to need to order food for dinner. The initial order was made over a week ago. This lack of communication and delay is frustrating. I request an explanation and a discount on my next order, otherwise I may stop using Instacart in the future.

I noticed discrepancies between the prices of items on my receipt and what I expected to pay, especially with substitutions. For instance, I was charged $17 for a bounty that should have been $5.99 and a pasta sauce, which was rung up as the wrong brand, cost $10.99 instead of $8.79. I believe I have been overcharged significantly. Would it be feasible for me to provide you with a copy of my receipt so we can reconcile these discrepancies?

This afternoon, on 5/9/[redacted], I placed an Instacart order with Wegmans. A team member named Joseph A contacted me regarding a replacement for Charmin toilet paper. He suggested swapping it for Wegman's brand at a similar price. I agreed to the substitution after viewing a photo he sent me. Although I initially ordered three packs of Charmin (30 rolls each), Joseph could only find one pack of Wegman's brand. I was charged for the item, but it was not included in my delivery. I am unsure if it was an oversight or intentional. I feel disappointed as I accepted the replacement based on the image provided. I am seeking a refund instead of store credit. This situation has left me feeling like a victim, and I hope to resolve it promptly.

I recently ordered Coffee Mate Sugar-Free Chocolate due to being diabetic. My order was placed on Saturday, 5/9/[redacted], with specific instructions for no substitutions. Unfortunately, I received regular, non-flavored powder creamer in various container sizes, contrary to what I requested. Instead of the expected $48 total, I was charged $55 initially. Later, I was informed that my total would actually be $61 and my card would be charged the difference, which I did not authorize. I am disappointed with the mix-up and the overcharge. I reached out to Devin to emphasize the sugar-free requirement, so the incorrect order should not have been sent or charged differently. I am requesting a refund for the order and would appreciate it if someone could come to pick up the merchandise.

My name is José Chacón, and my account was mistakenly deactivated. I am patiently waiting for it to be reactivated. I have provided evidence of my honesty stance. Could you please share a phone number for me to contact you? Thank you!

On April 11, I was expecting a delivery that was confirmed to have arrived, but I never received it. They deducted $87.64 from my account for an order that never came. Despite numerous attempts via phone, the app, and even leaving instructions, I haven't been successful in reaching anyone for assistance. I filled out the survey and reported the issue in the app, but I haven't had a response. I instructed my bank not to pay for the order. I am frustrated with the lack of communication and service I have experienced compared to the previous successful delivery.

I work as an Instacart shopper and I recently had an issue with a missing order that was reported yesterday. It seems that every time I shop at the Eagle River Fred Meyer location, after picking up the order and scanning the Instacart code at checkout, it shows as already completed. I received a message from Instacart today threatening to revoke my shopper eligibility because of this reported undelivered order. I suspect there might be a problem at the Eagle River Fred Meyer store where batches are being taken or there's an issue in their system. I tried to contact the store yesterday, but their customer service number was disconnected. I really need to speak to someone as I always deliver all my orders and I don't want to be penalized for something that was beyond my control.

I placed an order for two people from a store. The first order went smoothly, while the card kept declining for the second order. I double-checked the items and attempted to contact support through the app but couldn't find a phone number. In an effort to resolve the payment issue, I tried removing some items, but it still wouldn't process. After waiting for 20 minutes, I had to deliver the first order. Unfortunately, I couldn't complete the second order on the app until I marked it as paid. This situation left me frustrated as I couldn't find any way to seek help within the app. Despite this challenge, as a new user of Instacart, I really enjoy using the service.

To whom it may concern, I, Jose Ancelmo Ferreira Junior, am writing to express my surprise and frustration with Instacart. I have been a worker for Instacart for a significant period of time. Today, I was shocked to find out that my account had been deactivated. I received an email stating that I did not deliver an order to a customer yesterday. Yesterday at 2:09, I had two orders: Order A and Order B. Order B was for Mrs. Marie Falkner. When I tried to pay for Order B, the payment was declined. I immediately informed Instacart through chat, providing pictures and explaining the situation. I followed the instructions given to me by the chat support and did not proceed with the delivery due to the payment issue. Despite following the policies and guidelines set by Instacart, my account was unjustly deactivated due to a customer complaint about a delivery that I was advised to cancel. I have attached photos as evidence of the timestamps and chat conversations for your review. I urge Instacart to address and rectify this situation promptly.

Yesterday, I made an order and had a disappointing experience with my shopper. I was unhappy that she didn't notify me about the missing items or offer replacements. The main reason for my order was the 4 packs of chicken, which were not available. Additionally, she substituted my broccoli with a much more expensive organic option without asking. Furthermore, she did not knock on my door when delivering the groceries and just left them on the porch. I discovered this only because I was tracking the delivery. I request a refund of the service fee, delivery fee, and tip due to the unsatisfactory service provided. Thank you, A. L.

I received my order today and was sent 3 salmon fillets instead of the 6-ounce ones I expected. They totaled 12 ounces for all three. How can I serve my guests 4 ounces of salmon each? Additionally, I received mashed potatoes instead of scalloped, and I already have mashed potatoes and do not need more. The chicken substitution was supposed to be chicken tenders but looks like one huge chicken breast. I waited by the phone as instructed for information about substitutions, but no one called. I am not satisfied. - Elaine S.