Instacart Customer Service Issues

Hello, I am reaching out regarding my account linked to the phone number [redacted] or [redacted] On October 1st, [redacted], I placed a Costco order that was recently identified as having damaged and missing items. The damaged items included lemons, and there were a total of 3 missing mac and cheeses along with Redbull. The order total was around $37, and it was assigned to client B on October 1st. During the delivery, the client made inappropriate comments about my country of origin using racial slurs. Despite this, I maintained professionalism, thanked them for their business, and left. However, the same client is now claiming missing items and has given me a 4-star rating. I kindly request assistance in addressing this situation. I chose not to report the client initially to avoid confrontation. But now, the undeserved low rating and false reports are affecting my earnings. I am seeking your help to remove the inaccurate 4-star rating and address the fraudulent claims.

We ordered a set of clothes from Flipkart and chose the COD option. When the delivery man arrived, we attempted to pay using PhonePe. However, the transaction encountered issues and remained pending. Despite trying three times, we were unsuccessful. Ultimately, we paid in cash (Rs. [redacted]). Upon reviewing our account, we discovered that the pending transactions had all gone through, resulting in our account being credited with Rs. [redacted], which was significantly more than the original order amount. In total, we inadvertently paid for the clothes four times. We are requesting a prompt refund of the excess amount paid due to the unexpected completion of the pending transactions.

I ordered ten Healthy Choice meals through Instacart. I was charged $76.89 for all of them, but only received five. I got two extra chicken linguini with red pepper alfredo instead of what I ordered. The fifth meal, Beef Teriyaka, was correct. I am missing the other five meals. I expect a refund for the undelivered items. My name is E. Perotti, and I am an Instacart customer. Please reach out via email at [redacted] or phone at [redacted] for any inquiries and to confirm the refund amount. Thank you.

I have been a loyal customer at Sprouts Farmers Market in Ventura since March [redacted]. I have always appreciated the excellent customer service provided by the shoppers who deliver to my home. However, in the last two weeks, I have noticed a change in the communication process with the Instacart shoppers. When they text me about product options, I am unable to respond to them directly, which has led to some confusion. Previously, the communication was seamless, and I would tip generously for the exceptional service. Now, with the automatic 5% tip being added, I feel like the personalized touch is lost. I hope Sprouts can address this issue and restore the valuable connection between customers and shoppers. Thank you, Charles D.

I am extremely disappointed with my order from yesterday and the minimal assistance I received when I reached out for help. There were several issues: 1. I did not receive 5 of my frozen dinners, a significant shortfall as I rely on these meals due to my disability. Despite having a note on my account to call me for replacements, I received no such call. 2. I was billed for an item that was missing from my order. Although I was refunded, I was looking forward to that particular item. 3. The salmon I received was significantly thinner than expected, with very little meat once the skin was removed. 4. Despite my profile indicating that the doorbell should be rung upon delivery, this was not done. I kindly request compensation for the inconvenience I have experienced. Thank you, Sharon B.

I am experiencing difficulty creating a shopper account. Despite multiple attempts, I encounter issues verifying my phone number to log into the password screen. The system fails to verify my phone number and displays error messages. Even using the "forgot password" option results in a message stating "driver not found." Customer service was unable to resolve this shopper-related issue and directed me to the shopper support website which also does not recognize my phone number. One customer service agent reset my application due to a potential initial phone number error, but the problem persists. I have tried accessing the platform on my phone and computer without success. My goal is to successfully set up my shopper account. Your assistance would be greatly appreciated.

As an Instacart delivery person, I encountered an issue with a client's ID not being scanned when delivering alcohol from Costco. Following instructions from Victor at Instacart support, I went back to Costco for a refund, but they could only provide a gift card instead of returning the money to Instacart. I returned home as the store was closing and need guidance on what to do next. It's frustrating that the app doesn't offer a way to contact support easily, causing delays and inconvenience. I spent two hours on this yesterday and will have to address the issue again today. I would appreciate clear instructions on how to proceed with this situation.

On October 17, [redacted], I placed an order and later canceled it due to unexpected circumstances. The initial pre-hold on my account was $[redacted], and the final amount charged was $[redacted]. After contacting the driver and an Instacart phone representative, I was informed the $[redacted] would be refunded within 5 to 7 business days. However, when following up, I was told the money was only on pre-hold and hadn't actually left my account. My bank clarified that once the card is charged, the funds are withdrawn, and they can't be returned as my bank no longer has access to the pre-hold amount. Instacart is the only one capable of refunding these funds, and they need to resubmit them. I kindly request a prompt resolution to this issue as I require the refunded money. Thank you.

I'm S. S., an Instacart shopper facing technical issues during a batch at Big Lots in Apopka, FL. Despite the associate's help in finding shower accessories, I encountered app malfunctions preventing me from showing item pictures. I uninstalled and reinstalled the app to fix it but ended up with slow phone performance. This led me to Metro for assistance and ultimately a phone reset. However, the shopper app still presents loading problems hindering me from logging in. Unfortunately, repeated attempts on the website have locked me out. It seems like I can only reach out about this issue through this forum.

I recently received an email informing me that I have been removed from the waiting list to become a shopper. I confirmed my driver's license and provided my shipping address for the card. However, when I attempt to sign off for the background check, a message states, "We were unable to create your paperwork at this time. Please try again in a few moments." This issue has persisted for approximately 10 minutes. Thank you, A.T.

I recently got banned from accepting orders at Safeway. Initially, I was under the impression from both Instacart support and Safeway staff that it was acceptable to use my personal number. Despite receiving warnings in the app, Instacart support advised me to ignore them, stating they were sent by mistake. The first warning I received seemed valid as I needed to use my number to ensure a customer received their discount, instead of risking a poor rating. However, the second warning raised doubts as I received duplicate messages simultaneously. To confirm, I ceased using my number, but a week later, I received a third warning lacking personalized details, unlike the ban email. I attempted to reach Trust and Safety via email with no success, and the phone number provided seems to be disconnected.

I placed an order on Saturday at 2:30 pm, only to realize during checkout that the groceries wouldn't be delivered until Sunday. Unfortunately, this is a reoccurring issue where the delivery takes much longer than promised. I was too invested in the order to switch to another company at that point. The service I received was unacceptable. Honesty about delivery times is crucial for customer satisfaction and loyalty. If this continues, you may lose customers to a competitor. I request a refund for the delivery service. Today, I discovered an Instacart card that resembles a credit card on my doorstep. It may have been lost by the driver. What should be done about this? My order most likely has been cancelled by now anyway.

I had a distressing experience with an Instacart delivery. Someone named Bryan J used my account to purchase groceries including alcohol and whiskey. This incident has caused a significant increase in my bill. It's frustrating to see such misconduct, especially during these challenging times we're facing due to COVID-19. I depend on services like Instacart to provide essential items for my family. The lack of accountability for such behavior is alarming. I've encountered similar stories online, which is disheartening. I contacted customer service for a refund, only to be met with excuses and a blame game. It is unacceptable for employees like Alisa Harris to take advantage of customers, particularly when we rely on them for essential deliveries. My job as an essential worker has been impacted by COVID-19, and every penny counts. I hope this issue is addressed promptly as it has created unnecessary stress and financial burden for me and my family.

I recently received my order from Fred Meyer in Richland, WA through Instacart. Unfortunately, the Thousand Island Dressing I had requested was substituted without my approval. Even though I selected the option for no substitutions, the substitute was provided to me. Most other shoppers usually communicate via text when making substitutions, but this time I received Kens Steak House Thousand Island instead. When I expressed my dissatisfaction to the shopper, I was informed to contact Instacart for a resolution. This experience has marred an otherwise excellent service for me. I would appreciate a refund as the item I received will not be used. Thank you.

Dear Instacart, I used your service for the first time recently due to some urgent circumstances, but I'm confused about being overcharged. I placed an order for $26.35, yet my card was charged $35. The discrepancy is not clear to me. During checkout, the webpage displayed my grocery bill as $24.35 plus a $2 service fee. I also qualified for free delivery within the promotional timeframe. Upon selecting Apple Pay, the amount indicated was $26.35, but my bank statement reflected a charge of $35. I tried contacting customer service via phone, chat, and email, but did not receive any responses. This experience seems dubious, and I'm seeking clarification. - Asia

I find using Instacart to be frustrating! While ordering from Publix through Instacart, the issue I encounter is when I have to constantly backspace items out of the search bar before adding a new item, which causes a significant delay. This process makes the online ordering experience longer than necessary. I plan to hold off on subscribing to Instacart Express until this problem is resolved. Many of my friends have also expressed their dissatisfaction regarding this issue. We all have high-speed Wi-Fi connections and use various devices, including iPads and desktop computers, to access the service. Thus, I believe the problem lies within Instacart's system and urge you to address this promptly to improve the overall user experience.

Hello, I made a purchase from Sprouts today, and the California Olive Oil (26.4 oz for $8.99) that I ordered was substituted with a larger one (1.4L for $19.99). I didn't want such a big or expensive bottle. The smaller bottle was $0.35 per ounce, while the larger one is $0.47 per ounce. This is a significant price difference per ounce. I am seeking an $11 refund because $19.99 minus $8.99 equals $11. I did not request a more expensive large bottle as a replacement. Thank you, Sandy F. Email: [redacted] Phone: [redacted]. PS: I struggle with typing, so please excuse any delays in my responses.

I recently placed an order and discovered that two items were missing. Initially, I reported one missing item and received a refund for my fudge bars. However, shortly after, I realized my slim fast was also missing from the same bag. Despite reporting this missing item, I have not received a refund. I attempted to resubmit the issue through the app, but was unsuccessful. Emails have gone unanswered, and calling led me in circles through the automated system. As a loyal Instacart customer who always tips well and gives good ratings, I am disappointed by the lack of resolution regarding a $7 item. It's not about the money but the principle of the situation that concerns me.

I need assistance with two disastrous orders from yesterday. The reimbursement process has been accepted, and I am expecting a refund of $86.97 in total. The requests for each order have been successfully submitted. On my first day trying Instacart, I encountered a lot of problems. Despite not having received my card yet, I accepted two full-service orders. I verified with an Instacart chat representative beforehand to ensure everything was in order. However, when I tried to pay with Apple Pay at the store (Schnucks), it did not work, causing a big delay during Thanksgiving evening shopping. After contacting customer service again and being advised to pay out of pocket and request reimbursement, I'm now waiting for the process to be completed quickly. I've provided all necessary information and photos for the reimbursement requests. It's been a challenging start, especially since the total refund is significant compared to what I earned on my first day. If there's any way to expedite the reimbursement process, I would greatly appreciate it.

I applied to become a full-service shopper on 11/2/20 via the Instacart app. I was informed that my credit card would arrive within 7 days. However, it has now been 24 days, and despite reaching out via email multiple times, I have only received unhelpful responses directing me to Instacart Care on the app, which I cannot locate. The [redacted] number is no longer in service, making it impossible to speak with a representative. I am feeling extremely frustrated as I am eager to start working but have been unable to get assistance from Instacart.