Instacart Customer Service Issues

Hello, I'm Gizeris Rodriguez, an Instacart Shopper in Ocala, FL. Recently, I received two 3-star ratings that I wish to dispute. Despite providing excellent customer service - communicating promptly via chat, delivering on time, and encountering no issues - my average rating has been affected. Due to COVID, certain items are scarce or out of stock, prompting necessary replacements. I strive to fulfill customers' requests faithfully. Understanding the impact of ratings on my batch opportunities, I kindly seek clarification on the reasons behind these ratings. Rectifying this issue, especially if beyond my control, is crucial for maintaining my service quality. Thank you.

I am having trouble logging into my Instacart account. I contacted customer service on July 23rd to ensure my account was secure, as I have been a member since Instacart opened in California and now Florida. I am unable to place an order before an upcoming hurricane as I do not use apps or iPhones due to physical challenges. One delivery person claimed Instacart doesn't exist, upsetting me as I cannot thank them from my window. I have had difficulty reaching customer service in America due to poor connections and calls dropping. A representative suggested removing my credit card when not ordering, a solution also advised to her mom. I prefer to be contacted by phone at [redacted] for further assistance from a live representative or supervisor. I heard another state acquired Instacart from California, and I would appreciate help from American support during these challenging times. Thank you.

As a retail employee, I recently had an experience with an Instacart shopper who refused to wear a mask, claiming a medical exemption due to irritation. This shopper also lacked an Instacart ID badge and seemed to expect special treatment by requesting us to collect his items. We've faced similar issues recently, including poorly trained shoppers who struggle with checkout processes and become hostile when faced with difficulties. It is concerning to witness such behavior, particularly when the individual was purchasing items for a sick baby during these challenging times. I urge Instacart to address these issues and ensure that their employees adhere to health mandates and conduct themselves responsibly.

I had to cancel my Kroger grocery delivery scheduled for 08/01/20 at 11am-1pm by the shopper, Fortune O. There were too many items that were out of stock, and the driver texted me while on the way to deliver. I tried to ask for clarification on which items were out of stock, but I didn't receive a response. As a disabled widow on a fixed low income, it's challenging for me to pay for an order only to find essential items missing at the last minute. Waiting for funds to be released after cancellation further complicates things as I'm unable to purchase necessary items like drinking water.

Hello, I have been working with Instacart for a few months now, referred by a friend. It has been instrumental in supporting my finances, and I dedicate many hours daily. I am confused by my account deactivation due to alleged undelivered orders, as I ensure each delivery is completed. I always communicate with customer service when needed. I respectfully request the reactivation of my account, as I have never failed to deliver an order. There was an incident when a customer did not respond, and I was unable to access their apartment without instructions. Even after contacting customer service, I had to leave after waiting for an hour. If this led to my deactivation, could you kindly email me details on the reinstatement process? Thank you, Khalila.

Hello, my name is Lisa Solomon. I am seeking urgent assistance regarding an issue I encountered while shopping for a customer last Saturday, July 25. Despite attempting to contact Instacart for help, I was unable to reach them. The problem arose when I was completing a 2-order batch at Stater Bros. in Simi Valley, CA. The first order (A) totaling $94.45 was paid for without issue. However, when I tried to pay for the second order (B) amounting to $73.82, it mistakenly charged the same Instacart card ending in [redacted]. Although I rectified this with a refund, subsequent attempts to pay for order (B) failed, leading me to cover the costs with my personal credit card. I am concerned whether the customer, April at [redacted] Moffatt, was correctly charged for her groceries and would appreciate a refund once the charge goes through on her end. I possess receipts for verification purposes. I believe this is a serious flaw that needs addressing promptly. Thank you for your attention to this matter. Lisa Solomon.

Hello, I'm Lisa S. and I need urgent assistance. While shopping for a customer on July 25, I encountered an issue with Instacart. The contact number provided for Instacart support was not working, so I hope someone here can help me. During a two-order batch at Stater Bros. in Simi Valley, CA, I paid $94.45 for the first order (A) with the Instacart card ending in [redacted]. When I tried to pay $73.82 for the second order (B) with the same card, it mistakenly charged the same amount. After rectifying this with a refund from the store, I attempted to pay for order B again, only to have the payment declined multiple times. Consequently, I used my personal credit card to pay for order B to avoid any delay for the customer, April, at [redacted] Moffatt in Simi Valley. I need to confirm if April's second order was charged. If so, once the correct payment appears, I request a refund to my credit card. I have the receipts for verification purposes and can provide further details if needed. Thank you for your prompt attention to this matter. The system should prevent consecutive charges for security reasons. I am pleased with my experience working for Instacart. Best, Lisa S.

Good afternoon, Instacart team. I have noticed a concerning issue with my account. Given the current difficult situation we are all facing, I have had to designate my son to manage the account due to my financial struggles. It is disheartening to feel disrespected by the handling of my account. Instead of focusing on scrutinizing account management, more attention should be given to addressing the hacker issue affecting the platform. Rest assured, both my account and the work done through it have been impeccable, with no complaints about the service provided. My son is diligently assisting people during this challenging pandemic period. The issue seems to be a misunderstanding related to a photo. Respectfully, [Initials]

Hello, I am an Instacart shopper named Ali Al-Ogaidi. My account was deactivated due to an incident with Agent Graciela. The customer reported a missing order, although I explained that I couldn't reach them as they provided the wrong phone number and address details. Despite following Graciela's instructions to leave the order by the building and sending photos, my account was still deactivated. I believe the customer received the order, which could be confirmed by checking the camera footage from the building. Additionally, Graciela did not adhere to Instacart's policy on handling missing orders as per Ticket Number [redacted]4. The customer did not request an unattended delivery, contrary to what Graciela advised. I urge you to review the conversation and policy to reinstate my account. Thank you, Ali

Dear Customer Service, On 5/29/[redacted], I was in need of Soft soap which was unavailable in local stores. I turned to Costco and found it available. Upon ordering, I was prompted to purchase 5 items, so I added 4 more to my cart. However, upon delivery, only 4 items arrived, with the soft soap missing due to being out of stock. To my surprise, on 5/29/[redacted], I noticed a $99.00 charge on my account for a membership, which I did not intend to sign up for as I am not involved in any buying or selling business. I have tried to resolve this matter by sending a letter to the address I found online, 50 Beale St. Suite [redacted], San Francisco, CA [redacted], on 8/3/[redacted], but it was returned. I kindly request a refund of the membership charge and hope to hear from you soon. Thank you for your assistance. Sincerely, P.T. Mobile: [redacted]

I need to rescind a previous report. After searching thoroughly outside for my order and deeming it lost, I discovered it inside my house on a chair. Due to home renovations, it had gotten lost in the clutter. While I understand delivery personnel wouldn't typically enter my home, today it would have been helpful. The order, mostly seafood, endured extreme heat at my doorstep. Interestingly, an item marked as "out of stock" was included in the delivery. I've faced multiple issues with the service - missing items, deliveries to inaccessible doors due to my partial disability, and unexpected substitutions. Despite providing detailed instructions and having signs for delivery, problems persist. Today's delivery person tried their best, and I now realize the refund processed earlier needs to be halted. Apologies for the confusion, sometimes admitting mistakes is necessary. I mistook the situation for the latest Instacart mishap.

I'm an IC shopper who's having trouble accessing my account on my iPhone XS. Despite reinstalling the app, I'm still unable to log in. Oddly, when my son used his phone with my number, he could access my account, suggesting an issue with my phone. After reinstalling the app, I can't find the option to enable notifications for the IC app. During a chat with a helpful representative named Erik, my zone choices were updated. However, I'm currently unable to get the app to function on my iPhone XS, which has previously been fine. I'm now located in the San Francisco Bay Area. My phone number is [redacted], email is [redacted], and my name is Mallory Price.

I am submitting an appeal request for a review of my recent account deactivation with Instacart. While delivering today, there was a mistake as the delivery was intended for a food truck at the back of a building, an aspect not clearly indicated in the instructions. Despite this, the order was accepted by individuals at the location after I confirmed the address. Upon learning of my account deactivation, I revisited the site and with the help of the establishment, we uncovered the issue and successfully delivered the order to the correct recipient. I took the initiative to investigate and resolve the situation, showcasing my commitment to providing excellent service, as I have done for the past two years with consistently high ratings. I kindly request a reconsideration of your decision, taking into account my dedication to resolving the delivery mishap promptly and professionally. My work with Instacart has been my source of livelihood, and I sincerely hope you will recognize my efforts to address the issue responsibly. Thank you for your understanding and reconsideration.

As an Instacart shopper, last week during some downtime due to a back issue, I decided to review tutorials and information on the shopper's app. I came across a request to recertify for alcohol delivery requirements, which I completed successfully by taking the quiz/test provided. I was notified that I passed the recertification process after the quiz/test. However, the following day when attempting to access available batches, the app would open but immediately close. Despite deleting and reinstalling the app, the issue persisted. I even had my phone checked at AT&T, where it was determined that the problem lay within the app, not my phone. I am hoping for assistance with this matter so that I can resume work promptly. Many thanks, Marcia S.

I am a 78-year-old woman recovering from heart surgery. I have been using the Instantcart service for the past 6 months without any issues, but today I faced some challenges: 1. I did not receive the usual notification when a shopper was assigned to my order. 2. There was no communication from the shopper during the shopping process, and I was unsure if my order would be delivered, although it did arrive within the promised 2 hours. 3. I had requested General Taos chicken as a substitute for another Asian dish if not available, but the Ravioli I didn't want was in my bill but not in my order. 4. My order was delivered in a large box that was falling apart and placed directly in front of my door, blocking it. My delivery instructions ask for items to be left in the entry if the door isn't answered. My door was unlocked, and I struggled to move the box. 5. Trying to get the box into the foyer caused it to fall apart, and I had to make multiple trips to bring the groceries into my apartment due to the box size. 6. The shopper didn't seem to read my instructions, and it was challenging for me to handle the delivery alone. 7. I am uncertain about using Instantcart again due to these issues, and it seems like shopper training may need improvement.

I recently placed an order at Shop Rite in Bel Air, MD. After settling the bill and tip, I was shocked to find a random charge from Instacart on my credit card statement. I had no idea who Instacart was and it made me hesitant to order groceries again, fearing another unexpected charge. If this is a yearly fee, that's one thing, but the lack of transparency is concerning. It seems like they aim to deceive customers, raising fees without notice. I feel like I might have to cancel and lose money due to this shady practice. I've struggled to find reviews, and their unilateral fee changes are sneaky. I hope to speak with someone to better understand and potentially rectify this situation. It's disappointing that a service like this may not truly prioritize customer satisfaction without hidden costs. If dissatisfied, I'll be sure to warn others about my experience.

On my previous order on 8/16/20, incorrect items were replaced, tools items were marked out of stock incorrectly, approved replacements were not what I ordered, and a different shopper delivered my groceries than the one shown in the app. Today, my current shopper did not follow the approved replacements. The Diet Dr Pepper was unavailable, and I requested Diet Coke as a replacement. Instead, they chose regular Dr Pepper, which I can't have. I expressed my preference for a refund if the diet option was not available. The shopper replaced it with APPLE JUICE and ended the chat without acknowledgment. I messaged them asking for Diet Pepsi, which I knew was in stock, or a refund, but not Apple juice. They checked out without responding. I upgraded to an express membership for better service, but lately, it has been getting worse. I'm quite dissatisfied with the recent service.

To Instacart Customer Support: Regarding an issue I faced while shopping on Tu 25Aug [redacted] at ALDI Market in Laguna Hills, CA, I, Joseph Giuliano, an Instacart Shopper with Card #[redacted], encountered multiple challenges with two orders I was fulfilling. Despite dealing with an insufficient funds notification on the Instacart card at the cashier, delays in card updates, and complaints from one customer about temperature maintenance issues, I strived to proceed with professionalism. The lack of clear communication channels to contact Instacart directly during crucial moments left me in a predicament, especially with one customer's order. As I faced difficulties resolving issues with the first order, it impacted my ability to fulfill the second order successfully. Ultimately, due to challenges accessing the first customer's address and concerns about food quality, I regrettably had to leave the order at ALDI. I believe there should be improved ways within the Instacart app to reach out for assistance promptly in situations like these, where issues arise due to the platform itself. Thank you for addressing these concerns promptly.

I contacted Instacart earlier today, but the representative I spoke with seemed unfamiliar with software engineering. I described how my screen freezes at a specific stage during the sign-in process. The issue started on Wednesday, August 26. Initially, I can log in successfully, proceed to the next screen, but once I reach the screen displaying Cub Foods at the top with Account and Cart options on the right, the screen freezes. Despite clicking on various elements, there is no response.

I am a regular shopper, not an Instacart shopper. I have had several instances where Instacart shoppers hurriedly fill their orders, talking loudly and quickly with each other. This disrupts my shopping experience at Gelson's, where I prefer the quiet environment and pay extra for this luxury. I like to take my time reading labels and comparing products, unlike the Instacart shoppers who rush through the store. Witnessing them bump into things with their carts has been frustrating. After reading an article in the L.A. Times about Instacart, I felt compelled to voice my concerns here and plan to discuss this issue with the store manager. - Ann H.