Instacart Customer Service Issues

Our recent order was just delivered, but upon inspection, we realized it was incorrect. It seems like there was a mix-up with our order, possibly switched with another customer's. Unfortunately, we couldn't reach the delivery person as they had already left. We are eager to have our correct items delivered promptly. I managed to speak to a representative over the phone, so I am hoping for a swift resolution. After requesting a re-delivery, we noticed that half of our order was still missing. We inquired with the delivery person about another bag, but they didn't have one and left. It seems like there might be some confusion on 7/04's end. This is the first time we have encountered such issues with Instacart, but they have assured us that they will replace the missing items and provide a credit, which we appreciate.

I included specific fruit instructions in my Fred Meyer grocery order in Hillsboro, Oregon for my home-bound mother, which were not carried out. This is a first-time occurrence, and I am worried it might happen again. I typically add fruits to my cart and provide instructions in the designated section. Despite confirming that I did so this time, the special instructions were not followed for the apples and bananas. Additionally, I have not received an Instacart receipt for delivery and tip charges. Kroger provided a store receipt but mentioned that Instacart should issue the complete receipt. I have reached out via several emails but have only received one response requesting information, to which I promptly replied, yet further communication has been lacking. This experience has been a total disaster, leading me to decide to avoid using this service in the future due to the poor service received.

Upon my return from caring for my ailing parents, I discovered an erroneous charge of $99.00 for your service. I do not plan on utilizing Instacart in the future as my initial experience was disappointing. The quality of produce I received was subpar - the clementines were spotted and soft, while the apples were so old they were inedible. This led me to decide to discontinue using the service. To my surprise, I was charged $99.00 for a service I found unsatisfactory. I kindly request a full refund of this amount to the card I used for the purchase. I would appreciate confirmation once the refund has been processed. Thank you, Terrence J. Love

On 7/10/[redacted] at around 12:53 am, I placed an order for a delivery scheduled at 9:00 am. I understand the concept of a temporary hold for the anticipated total cost. However, my concern is that even though I purchased items worth $57.29, both the temporary charge and the final bill are still pending in my account as of 7/10/[redacted] 10:00 PM. The total amount being held is $[redacted].29, which is causing me financial strain. I usually wait for 48 hours for adjustments, but I need this resolved promptly.

Hello, it's Veronica Gomez, your Instacart shopper. I have been grocery shopping for you for a while now, and I love my job. This is my only source of income, and I have no other job available. Today I was unexpectedly removed from the app, and I cannot understand why. I have tried calling, but the number is no longer available. Please help me get my app back as soon as possible. This job is essential to me, and I would never jeopardize it. I need assistance in resolving this issue promptly. Thank you.

I was employed by Instacart for almost a year. I faced deactivation twice. The first instance claimed I hadn't delivered orders to customers, although I had. I was reinstated after two days. The second deactivation accused me of having unauthorized items. I was requested to provide three receipts for the transactions. After obtaining them from Costco, I submitted all the necessary documents to the staff. However, since then, I have not received any updates despite them promising a prompt review. I believe it should be straightforward for them to check the app to verify the transactions. Sometimes, Instacart's treatment of shoppers is disappointing. A simple email with the outcome would have been appreciated, but so far, I have not received any communication from them.

On August 4th, [redacted], I placed an order for 24 items. The shopper went to the wrong Publix location and claimed 9 items were sold out, not delivered, and were refunded. My total was $68.00 yesterday. Today, my total shows $[redacted].00, which is a huge discrepancy. I have to return items I didn't receive and shop for essentials without the money in my account. Please refund the 9 missing items. It's puzzling why the online records of refunds made by Nontrea and my app responses to Nontrea are missing. Can someone clarify this situation?

I am feeling extremely frustrated at the moment. Our order, due by 6:20, has not arrived as of 10:15 p.m. Initially, one person was assigned to deliver our items but failed to do so. Subsequently, a different individual began fulfilling our order two hours late. I stayed up awaiting the order and communicated with the delivery person about replacements, which were not provided as agreed. To make matters worse, the delivered peaches and steak were moldy and spoiled. I have photographic evidence of this unacceptable situation. Contacting customer service earlier, I was promised a $20 credit and a refund for the undelivered items. Moving forward, I have decided to switch to using Shipt instead of Instacart.

I have used I-Cart for grocery delivery from Smith's on Rampart Blvd in Las Vegas multiple times. I have encountered two exceptional shoppers/delivery drivers and several who were not up to par. Is there a way I can request a favorite shopper/delivery person when I place my order? The difference in quality is significant when the order is handled by someone who is attentive and skilled in picking fresh products with good code dates. The contrast between the best staff and the average employees is remarkable. It seems that some individuals genuinely care about their work while others do not.

I recently noticed some discrepancies in my account that have left me concerned. While reviewing my bills, I discovered that I have three mobile devices when I should only have two. Additionally, I am being billed nearly $[redacted] for two mobile phones, which seems excessive. Last year, I participated in a BOGO offer when trading in my Note 8 devices for iPhone XS Max. After paying off both Note 8 devices in full at the time, I entrusted the retail manager, Samantha, with the process. However, I am unsure why both Note 8 devices were retained and where the credits for the trade-in went. There also seems to be an issue with my Apple watch not connecting properly to the plan. Despite seeking tech support multiple times, the problem persists. I suspect there may have been errors made at the retail level in handling my account and crediting me correctly. Although I had a positive relationship with Samantha in the past, some recent interactions have left me uneasy. I would appreciate a thorough review of my account since the upgrade to iPhone XS Max under the BOGO offer to address these concerns.

On Sunday, August 4th, groceries were delivered to my elderly mother's home in Edgewood, KY from Kroger's. Unfortunately, due to miscommunication, the delivery was made to the front door instead of the side door where we usually receive packages. The delivery personnel did not make any further attempts to contact us after the initial doorbell ring. Despite our efforts to resolve the issue with Kroger and Instacart, we were left with $[redacted] worth of groceries left unattended on the porch for several hours, rendering them inedible. It was disappointing that neither company took responsibility for the mistake, leaving my 90-year-old mother without food for the week. We were shocked by the lack of concern shown by both Instacart and Kroger in this situation.

I am disappointed that Instacart only seems to accept Diner's Club cards and not my Visa prepaid card. This selection is unfair and seems discriminatory as my prepaid Visa is directly linked to my checking account, ensuring instant payment compared to credit cards that may take 2-3 days to process. I am unable to purchase food with my available funds as a result of this policy. Although customer service claims they are addressing this issue, it should have been a payment option since the beginning. It seems illogical that a Diner's Club card is prioritized over a prepaid card. Other stores like Aldi, Acme, and BJS accept prepaid cards in person, so why doesn't this carry over to Instacart? In this day and age, it is crucial for companies to accommodate customers who do not have or prefer not to use credit cards for their food orders.

Hello, my name is Alicia. I participated in the Instacart Promotion from July 19, [redacted], to August 17, [redacted], where completing 45 batches in 30 days guaranteed Shoppers $[redacted].00, plus any additional earnings. I reached out to the support team to inquire about my payment after completing the batches. Initially, they informed me I would receive the money a week after completion. However, after a week passed with no payment, a different support representative said I should expect it on my scheduled pay day. Unfortunately, the money did not appear as promised. Upon further communication, a support agent was unable to provide a clear timeline for payment. Reading the Terms and Conditions revealed that payment should occur within two weeks of completion. It has now been two weeks since I finished on August 14, [redacted], but the payment is still pending. I have sent multiple emails without a response. I seek assistance in resolving this matter promptly to avoid further escalations. Thank you for your help.

This app has caused another device of mine to malfunction during a delivery. I had to return home to email you about delivering my last order an hour ago. The app froze and damaged my phone. This is the second phone in less than 60 days. The excuse of being a beta tester does not excuse Instacart from leaving us shoppers in this situation. I have been calling every day this week due to the app malfunctioning, but there is no one available to explain, compensate, or resolve these issues correctly. I have been waiting for 4 months for someone to contact me regarding the 22+ tickets I have submitted. Most of them are marked as resolved, but the problem persists every week. I have tried my best to deliver to the customer on time and with courtesy, despite these ongoing issues. I will wait for a response, but I will not return to work for Instacart until I am reimbursed for my damaged devices.

Yesterday, I contacted Instacart around 9:15 a.m. to address an ongoing issue. I was informed that the batch causing problems had been cleared from the app. After closing and reopening the app, it unexpectedly prompted me to place an order. Later in the evening around 7 p.m., I encountered another issue where the special instructions disappeared. Concerned by the glitches, I started taking screenshots to document the problems. Despite reaching out for help while the app kept crashing, I did not receive any follow-up. This lack of support and communication is unacceptable. I have experienced significant phone damage due to Instacart's technical issues within a short period. I intend to escalate this matter until a reasonable resolution is offered. This situation has caused frustration, especially considering my impending shift. I will not invest in a new device only to encounter the same issues. I expect a prompt and appropriate response to address the problems encountered.

This is my first time trying out Instacart. Normally, I use the app to shop at Fred Meyer, selecting items and then scheduling a 1-hour pickup time slot myself. However, tonight I'm hosting a dinner and decided to have the groceries delivered through Instacart to save time. Unfortunately, I received a text informing me that my delivery will be delayed. I'm quite disappointed as this delay will inconvenience both me and my guests. I paid $9.95 for delivery along with a tip in advance. I'm hoping for a refund due to this inconvenience. I would also appreciate any insights on how to prevent this issue in the future if I decide to give Instacart another try. Thank you for any help you can offer. Best regards, Theresa.

As a committed shopper, I encountered an issue with a recent order where the customer cancelled due to unavailability of items and not accepting replacements. I diligently went above and beyond to locate the requested items but had no success. The customer requested a refund, stating that I should initiate it. However, as I lacked the ability to process refunds and could not reach the helpline, payment for my time spent shopping is crucial. Additionally, I faced the frustrating situation of accepting batches, initiating shopping, and then receiving an "Unassigned" message twice. This occurrence is unfair as I invested time and effort into these orders. I believe compensation should be provided for such instances or the "Unassigned" message should be prevented from appearing after acceptance. I kindly request a thorough review of these concerns and an honest resolution to ensure fairness and respect for shoppers like myself. It is essential that my dedication and time be valued to continue offering my service.

This morning, we placed an order for 2 sandwiches. Unfortunately, the order arrived incorrect, with one sandwich on 5-grain bread, which I am allergic to. After receiving a refund for $6.24, I ordered another sandwich. However, it is now late, despite paying more for the delivery fee than the sandwich cost itself. The original delivery time was 2:15-2:45, but it got delayed first to 2:45-3:15 and now to 4:00. I believe in addition to refunding the sandwich, the extra delivery fee for getting the correct sandwich should also be refunded. This is the third error I have encountered this week with Instacart.

Hello, my name is Bridget, and I work as a leasing agent at Station [redacted] Apartments in Euless, TX. I am currently assisting an applicant who lists your company as her primary source of income. Could you please provide an employment offer letter and pay stubs showing her wages and weekly pay to my email address for verification purposes? These documents are necessary for her application. I am aware that most information from your company is accessed through the app, but I specifically need a consolidated document displaying her hourly pay rate and weekly work hours all together. Any assistance you can provide would be greatly appreciated. I plan to call the customer service line on Monday morning when our office reopens.

I worked as an Instacart shopper but was unfairly terminated due to an incident at Shaws in Wakefield, RI. The cashier mistakenly charged my personal debit card for the customer's order, totaling $[redacted].96 on 9/13/[redacted]. I handled a heavy order with 30 liters of seltzer water and other items which the cashier failed to process through Instacart. Despite delivering the order and showing the receipt to the customer, I was unable to obtain a copy of the receipt from Shaws. The customer reported the issue to Instacart, leading to my suspension and termination. I have tried to resolve this matter through numerous emails but have not received proper assistance from the customer service department. I simply seek reimbursement for the amount I paid. The miscommunication and lack of support from Instacart have been frustrating, and I hope to have this matter resolved promptly. Thank you. Richard St. John [redacted].