Instacart Customer Service Issues

I was double charged for a grocery order on April 21 and April 24. The original charge of $[redacted] on the 21st should have been canceled when I added more items, but it was not. I contacted Barclaycard, who credited me on May 26 after starting a dispute. However, my Publix Instacard account is suspended because of the dispute. Barclays needs to receive the cancellation to resolve this issue with Instacard. Can anyone assist? Thank you. - M.J. Merry

Hello, I am Julie Oliver, and my phone number is [redacted]. Recently, I received an accusation of not delivering a batch, which I want to address. I want to clarify that I always deliver all the batches I take and suspect a possible system glitch on the day in question. I have had to restart your application multiple times, especially on the Saturday you mentioned. Although I do not remember missing any batches that day, I have encountered issues where I try to accept a batch and it shows as already taken. I believe I was unjustly deactivated as I strive to provide excellent service and truly enjoy this job. I have worked diligently during a time when people heavily relied on deliveries. As a single individual trying to make ends meet, I opted for this work instead of claiming unemployment benefits like many others. In addition to delivery work, I run my own face painting business that caters to various festivals in Georgia and South Carolina. Thank you for your understanding. Julie Oliver.

This experience with Instacart was extremely disappointing. My steaks were substituted with sausage, and there were five additional items in my cart that I did not order. It seems like the shopper might have been trying to take advantage of the situation. This is unacceptable. I never received the steaks I initially ordered, and instead, I ended up with items like blueberry waffles, bananas, pop tarts, and sausage. The communication was poor as the replacement was not discussed. Changing the tip to $1 was generous considering the circumstances. The shopper even ignored my messages after dropping off the groceries. I was also wrongly charged for cereal. This whole experience has left me feeling cheated and frustrated. It's clear that the shopper's actions were inappropriate and need to be addressed.

I am expecting a credit of $47.40 that I was told I would receive. On April 30th, I placed an order with Price Chopper, which was delivered by Josmit over a 2-hour period. Initially, some items from my order were delivered, followed by items from someone else's order. I alerted Josmit to this mistake, but he took the items and left without explanation. He returned over an hour later with the remainder of my order, but I still did not receive everything I had ordered. After contacting customer service, I was promised a $47.40 credit and a free delivery on my next order. The credit appeared briefly but has since disappeared. I have not received the credit as promised, causing frustration as the delivery mix-up was concerning for both me and the other customer affected. I am considering reaching out to Price Chopper and the Missouri Attorney General if this issue is not resolved promptly.

I attempted to update my payment card on the app, but I encountered technical difficulties and got disconnected. As I didn't receive any prompt assistance, I had to resort to using Shipt for my grocery needs. Despite my intention to update my new debit card with Instacart after my old one was stolen and replaced by my bank, I found no convenient way to do so. In contrast, Shipt offers a seamless process for adding or replacing cards, allowing me to start ordering immediately. My recent delivery experience with Instacart was notably better than previous encounters, prompting me to recommend the service to my friends and neighbors. However, receiving a response from Instacart four hours after I would have made the order is unsatisfactory.

Hello, today was my first experience accepting a two-order job on Instacart. Initially, I mistakenly mixed up the deliveries, but I handled the situation professionally. Although there was a small hiccup where one customer received the wrong order initially, I promptly corrected the error by going back to the store and then to the correct customer's house. Both customers ended up happy, and everything was resolved with a smile. This incident hasn't deterred me, and I still want to continue working as an Instacart shopper.

I believe I was charged incorrectly for several items in my recent New Seasons order. The receipt shows that I was billed for 4.5 lbs of bananas when I only received 1.64 lbs, alongside inflated prices for oranges, apples, CS pork, and possibly grapefruit. The order was placed on May 29, [redacted], but there was a mix-up on the Instacart site showing the order date as April 8 initially. I've reached out to New Seasons with evidence, including the receipt and screenshots highlighting the discrepancies between what I ordered and what I was charged for. Instacart's response, suggesting pricing is based on order date, seems inaccurate given the order date error. Additionally, I've been facing login issues on my Instacart account, having to reset the password each time despite using the same one.

This morning, I received a notification that our shopper was unavailable, but then got an update that Michaela was shopping for us. I tracked her progress through the app and saw she was at the checkout. The app mentioned our order was in a temperature-controlled area. We've been waiting for delivery since then. Just recently, I received a message about a replacement shopper. I contacted her to halt the shopping due to the confusion. She is currently trying to sort things out. I'm still waiting for updates on my order and wondering where it is.

Dear Customer Service, I recently had my account deactivated due to the cancellation rate exceeding 15%. Some of these cancellations were beyond my control, like when stores were closed due to power outages or during the recent curfew in Detroit amid riots and protests. On a few occasions, I inquired during chat support whether these issues would impact my cancellation rate, and was reassured they wouldn't, only to see it increase once the cancellations were processed. My livelihood depends on this platform, and it's unfair to penalize me for circumstances outside my control, such as store closures, power outages, or even my car breaking down. I would appreciate a phone call to discuss this matter further at [redacted]. Thank you, Lisa L.

My shopper account got deactivated due to a customer's complaint about missing items in their order. I faithfully adhere to the company's policy of contactless deliveries, especially during Covid, wherein I leave the items at the doorstep as instructed and take photos for proof. Working as a 7-day shopper, often for 12 hours a day, I find it unjust to be accused of not delivering all the groceries. I request a thorough investigation of my account, particularly reviewing the photos I take during deliveries. If I am expected to comply with leaving groceries as per the customer's request and providing photographic evidence, I fail to see how I can be accountable for any discrepancies post my departure from the scene following the completion of my responsibilities.

I am disappointed with the recent coffee delivery mix-up. This is the third time incorrect items have been delivered to my address and charged to my account. Despite selecting the "No Replacement" option for my ordered coffee, I received 4 boxes of Starbucks Lite Mocha Iced Coffees instead of the International Mocha Iced Coffees I had chosen. These are costly and not what I can afford or consume. I am requesting a credit for these 4 cartons, which I am willing to return if necessary. I also did not receive a receipt for my order or a way to provide feedback on the assigned shopper. The shopper neglected to contact me for clarification and displayed poor manners during the delivery. I would appreciate receiving a copy of my receipt and urge the service to be more discerning in selecting their personnel. Thank you, Charlotte Donaldson.

I have sent a complaint to Instacart three times regarding the issues I experienced with my recent order. First, the delivery person ignored my instructions to leave the groceries at the back door, bringing them to the front instead. Secondly, despite specifying certain ice cream flavors, the wrong ones were delivered. Additionally, extra items like grits and body wash were included in my order, which I did not request. Moreover, the doughnuts and bologna I ordered were in poor condition upon arrival. Throughout the shopping process, the shopper seemed confused and unable to find some items, like plain Ruffle chips, which were actually available. Despite sending him pictures of additional items, they were not included in my order. These experiences have left me very dissatisfied with Instacart and unsure if I will use their service in the future. I am seeking confirmation that my account is credited for the ice cream, and I have also noticed duplicate charges on my account that need to be corrected. -Karen

I am interested in discussing applying for a freelance email support executive position with someone from your team who can assist me. I have previous experience in working with Instacart on email support through NLB services, and I am keen on providing the same level of service directly to Instacart. I have a team of four individuals who are interested in pursuing either full-time or part-time freelance remote email support contracts.

Hello Instacart, I'm reaching out as my account has been deactivated due to order cancellations. I explained the situation, but was informed the deactivation is permanent. I admit to using a malfunctioning phone which randomly picked orders when I was busy with personal matters. The screen was cracked, but I have since replaced the phone. I kindly ask for a second chance with Instacart. I truly believe in redemption and hope you can reconsider reinstating my account. Thank you.

I am experiencing issues with accessing my Instacart Express account on my iPad or Mac Air. While I can order with no delivery fees on my phone, I am unable to do the same on my other devices. Additionally, I accidentally started a free trial on my iPad, which I do not need as I am an Instacart Express member. Please remove me from the trial and ensure I can use my account on all my devices. I received an email requesting pictures of the issue, but I am unable to provide them. Thank you.

Hello, my name is Helen Judson. I used to shop with Instacart, but unfortunately, my account got deactivated. The reason given was that the pictures I submitted don't match my profile picture. However, all the pictures are of me. Despite looking slightly different in some photos, I assure you they are all of me. I have no motive to use someone else's picture. I am content with my appearance and chose that particular picture for my profile because I liked it. I have not received any detailed feedback on why my account remains deactivated. I have distinct features like moles and facial hair that can verify my identity, as well as references of people who can vouch for me.

On 6/9, I accepted an order for "Pat A." from Cub Foods in White Bear Lake. Despite driving 30 minutes from Minneapolis to the store and beginning the shopping process, she informed me of an accidental duplicate order and abruptly canceled it. I was in contact with Ashutosh via the help chat, but the conversation was cut off, leaving me without any further assistance. I am seeking compensation for the gas/mileage expenses incurred on my car journey and the time wasted fulfilling the order that was canceled. I am requesting reimbursement of the $28 amount the order was initially worth. I have screenshots of the conversation with the customer and Ashutosh as evidence of the incident.

I had a situation with Instacart and my bank resulting in $[redacted] being held in my account for a $[redacted] grocery bill at King Soopers/Sam's Club in Greeley, CO on 6/6/20. Despite sufficient funds and two $[redacted] holds, the transaction was repeatedly denied. After contacting customer service multiple times, they assured me they would resolve it promptly. However, days went by with the holds still in place, preventing me, a disabled individual, from buying food. Even though I was promised an expedited release, the funds were not freed. Now I'm facing a 5-day ordeal due to a failed transaction that should not have led to my money being tied up. I find it unacceptable that I, or anyone, especially someone with a disability, should suffer due to a hold on funds that weren't used for a purchase. This situation needs to be rectified promptly to avoid unnecessary hardship and inconvenience to customers, especially when no sale was completed.

Hello, I am an Instacart shopper who relies on the platform for a significant part of my income. Recently, while on an active order, I encountered an issue with the app. After arriving at the store for my second order of the day, the order suddenly disappeared from my app and indicated that my account was deactivated. I reached out to support via chat, but they only mentioned a problem with a previous order from that day and advised me to check my email for further information. After two hours, I finally received an email stating that an order was not delivered, which I contested as I always deliver orders personally, even providing photographic proof in the app. The support team acknowledged a problem but said they couldn't reactivate my account and instructed me to wait for an email from safety and trust. Despite multiple attempts to follow up via email and phone, my account remains deactivated without a valid explanation. The lack of communication and resolution from Instacart has left me frustrated and without the ability to continue working.

On May 10th, I was deactivated due to two non-deliveries. During the first delivery that day, I mistakenly delivered to the wrong house, but after realizing my error, I retrieved the groceries and successfully handed them over to the correct customer. For the second delivery, I was not notified of the non-delivery and only found out later. I had to substitute an item and unintentionally only purchased two chicken breast packages instead of the requested four due to a quantity error in the app. I have evidence in the chat with a photo of the groceries left at the customer's door, as they had permitted. The GPS can confirm my presence at the delivery location. Although I have a great track record on Instacart with satisfied customers, I am struggling to receive assistance in resolving this issue. - Lynnlee Storto - Email: [redacted] - Phone: [redacted]