Instacart Customer Service Issues

I would like to report an issue with a refund of $[redacted].97 that has not been processed. I initially requested this reimbursement 45 days ago but it was denied due to a discrepancy between the receipt and the order in my app. The app displayed incorrect times for two customers (A and B), causing confusion. I mistakenly selected the wrong customer for reimbursement, as the times overlapped. Despite contacting multiple representatives over the past 45 days, the issue remains unresolved. Attached are images showing the timings and details of the orders. The problem arose when expensive bottles were not charged correctly, leading me to pay for them with my personal card. I have evidence in the form of WhatsApp messages documenting the missing items and the correct delivery address. The batch information also displays incorrect timings. I urge for assistance in resolving this matter promptly as I await the refund.

Upon waking up this morning, I was shocked to discover an email from Instacart stating that I had been charged $[redacted].87 for a membership without my consent. As a senior citizen on a fixed income, this unexpected charge gave me an instant headache. I have never agreed to any membership nor authorized any debit on my credit card for this purpose. Feeling violated by this unauthorized transaction, I promptly contacted Instacart at 1-[redacted] and spoke with Diana. She assured me that the subscription would be canceled, and the $[redacted].87 refunded to my credit card. While I await the refund, the stress and anxiety caused by this incident are further affecting my well-being, especially as I am currently undergoing medical treatment. I urge for an immediate refund and hope for some form of compensation due to the distress this unauthorized charge has caused me.

I respectfully request a reconsideration of the decision made to deactivate my account. I was not given the chance to appeal, a violation of the Full Service Shopper Account Access Guidelines. The email notifying me of deactivation cited "misuse of payment card" without specifying the transaction. I replied seeking clarification, not appealing, yet was informed that my appeal was denied and my account would remain inactive. The transaction in question involved a customer ordering laundry detergent, which I had to replace due to stock unavailability. The customer later requested a refund for the replacement items, which I processed. Unfortunately, when trying to return the items to the store, I was unable to due to the high value of the return and managerial absence. This led to my deactivation. I believe this situation does not warrant deactivation as there was no fraudulent intent. Thank you for your attention.

I am a resident of Aurora, Colorado, and had a disappointing experience with an Instacart shopper named Alethea W. This morning, my order was significantly mishandled when she substituted items I did not request. Instead of the green grapes, fresh blackberries, and Gouda cheese I ordered, she provided cucumbers, romaine lettuce, bananas, snow peas, and mandarines. These substitutions were inconvenient as they were items I did not need. My husband had to return these unwanted items to the store for a refund and purchase the original items I wanted. Despite contacting customer service, I was disconnected after an 8-minute hold time and found the chat support to be unhelpful. As a long-time Instacart customer of over 10 months, this was the most significant mix-up I have encountered. It is my recommendation that Alethea W not continue as a shopper for Instacart.

I recently received my [redacted] form from Instacart, but I noticed that my name is incorrect. I contacted them right at the start of my employment to request a correction, even before placing any orders, but unfortunately, it was never fixed. The name on the form, "Jore Ashi," is completely different from my actual name, Marianne Ashmore. I have previously emailed them with no response, which I found unprofessional. I kindly ask for the name to be corrected on the form and for a new [redacted] to be sent to me either by mail or email with the accurate information. I hope this matter can be resolved promptly and that I receive confirmation once it's corrected. Thank you for addressing this mistake on Instacart's end, and I appreciate your assistance in resolving this issue efficiently.

Hello, my name is Kristine Niemann and I have a suggestion. I have been working full-time at a men's homeless shelter for 8 years. On my shift, I am the only female among 16 males. I interact with men with various mental disabilities daily, which makes my job quite dangerous. I am eager to go on leave and become an Instacart driver. This role would suit me perfectly as a single mother who needs to work more than 40 hours a week. I am disappointed to be on a waitlist, especially when I know some people barely work but still hold a spot for a long time. According to my friend Tricia, who has been a driver for over a year, the waitlist is 6 months before a spot opens up. This waiting period is too long, especially for those in need of reliable work like me. Changing the policy to a maximum of 2 weeks before dropping someone would allow more opportunities for people like me who genuinely want to work. I am willing to work 40 to 60 hours a week and hope for a chance to join Instacart. Please consider reducing the wait time to provide more job opportunities. Thank you for your attention.

After a fellow retired teacher introduced me to Instacart, I eagerly decided to sign up to supplement my income. She generously took the time to explain everything to me, showing me how to use the app and even sharing her earnings. I was unaware of the referral process when I signed up, and now I regret not entering her details to benefit from her referral. Unfortunately, Instacart representatives have informed me that it's not possible to retroactively use her as a referral. I feel it's unfair as she played a significant role in my decision to join. I haven't asked her for her information to avoid getting her hopes up. I'm disappointed by this situation and wonder if there is any way she can still be credited as my referral. Thank you.

I am writing to report a concerning situation regarding a customer named Sophie whom I have served twice at the Holiday Inn in New Columbia, in room number [redacted]. During the first delivery at 3pm, I left the items at her hotel room door, but she later claimed it was missing at 7pm. Following Instacart's advice, I completed her new order. Due to Sophie's COVID situation, she requested specific delivery instructions over the phone, which ended up being to drop the items at the front desk. I complied and explained the situation to the front desk staff. However, I woke up to an email stating that both deliveries were reported as non-delivered, which may affect my work on the Instacart app. I am willing to review the hotel security cameras to confirm the delivery. Thank you for your attention to this matter.

I have been trying to place grocery orders with Aldi, Schnucks, and Sam's Club. I am now unable to access Instacart as I have been redirected too many times. When attempting to reset my password, I encounter the same issue. I have shopped at these stores before and now wish to pay for my items and have them delivered. I have been an Instacart user for over a year without facing this problem. At 81 years old and recently recovering from back surgery, I am unable to visit the stores myself. I kindly request to have my Instacart access restored for these three stores so I can proceed with having my groceries delivered.

Hello, I am writing to address an ongoing issue I am facing with obtaining my [redacted] tax documents from Instacart since I stopped working for them four months ago. I have been patiently waiting for my [redacted] form, but have not received it yet. Despite my attempts to reach out via email and phone calls, I have not received any assistance. I even contacted customer service, but the email address provided has not resolved the problem. I am feeling frustrated and seek help to resolve this matter promptly. My contact information is as follows: Email - [redacted] | Phone - [redacted]. My mailing address is [redacted] W Fargo Ave Apt #1N, Chicago, IL [redacted]. Thank you for your help. Sara M.

Hello, my name is José Subero, and I have been an active worker during the pandemic. Unfortunately, my account got deactivated after an unintentional mistake when taking a photo for verification. I contacted technical support, but my appeal was denied due to language barriers. I am sincerely sorry for any misunderstanding and hope for a second chance to work with your esteemed company. I am facing economic challenges and really need this job opportunity during these tough times. I kindly request a review of my case to continue working with you. Thank you.

I applied for my Instacart card two weeks ago, but it never arrived. I've moved to a new city, and my mail is being forwarded, but my account got deactivated. I'm having issues with my phone speed, so I'm upgrading it now. I've been through a lot trying to sort this out while also dealing with recent order cancellations. I'm dedicated to my job, even got a new car and supplies, and love what I do. I hope you understand the challenges I've faced and can assist me with this situation.

I have encountered issues with my recent orders where the items were mixed up with another shopper's order. The first time, the shopper needed approval from a superior and eventually returned with the correct items. The second time, I received an extra package of porchelle prima sliced pork, which tasted good but wasn't mine. Lastly, I received Minestrone soup instead of a salad in my latest order. It seems that there is a new policy causing confusion by assigning multiple orders to shoppers. This practice needs to be reevaluated. -Joseph G. K., Ph.D., LLC Operating as LnCb Consulting

Buenos días, les escribo porque ayer desactivaron mi cuenta alegando que no entregué un pedido. Entregué todos mis pedidos y noté que un cliente eliminó toda la propina, sospecho que ese es el pedido que dicen que no entregué. Por favor, necesito la dirección y el número de apartamento nuevamente para hablar con el valet en esa residencia, ya que recuerdo haberlo entregado allí. Debe haber registros de mi ingreso ya que el seguridad habría tomado mis datos. Creo que es un error, mi trabajo es vital para mí. Agradezco su pronta respuesta.

Hello, I was contacted on Monday, May 22 by someone claiming to be from Instacart regarding my account. They asked me to verify a code sent to my phone ending in [redacted]. After providing the code, I received an email from Instacart stating that my account had been updated with a new phone number and I was locked out. I later discovered that my email was listed as [redacted] and the phone number as [redacted]. My correct email is [redacted] and my phone number is [redacted]. Despite speaking with multiple representatives via chat in an attempt to resolve the issue, I have had no success. Can you please assist in correcting this so I can resume using my account? Sincerely, Lori D.

I have been working for Instacart for a year since March [redacted]. I loved working almost every day but got deactivated in February [redacted] for delivering an order to the wrong address. I realized this on Friday morning, contacted Instacart, returned the order to Kroger, and was told everything was okay and it would be removed from my account. However, I got deactivated on Saturday due to the same order. I had multiple support people try to help me but was told the trust department didn't review the notes. Despite having excellent ratings and being hardworking, I remain deactivated. I am requesting assistance to get my job back. My name is Jennifer P., and my email is [redacted] Please help me.

I recently placed an order through Kroger using InstaCart, and today Vanessa J was the shopper fulfilling my order. Despite selecting no substitutions, there was a lack of communication from her when items needed to be refunded. Additionally, she left the groceries outside my condo when I explicitly did not select that option and cannot leave to retrieve them as I am at home with my two kids. Normally, shoppers wait for me to receive the groceries inside. Some items are also missing without prior notice of being out of stock. This poor service is unacceptable, not just for me but for all customers. Vanessa J may require additional training or should reconsider her position if she rushes through orders without proper communication and delivery procedures.

I had scheduled a grocery delivery from Wegman's to Ilse Garfunkel at 44 Allandale Street in Jamaica Plain, MA, between 11 AM and 1 PM on April 5th. However, at 12:30 PM, I was notified that the shopping had begun, but delivery was delayed until 4 PM. Despite no arrival by then, I was informed of an additional delay until 5:30 to 6 PM due to delivery personnel issues. After multiple calls with customer support, the promised delivery by 8:30 PM never happened. Despite the kind assistance from Angel and Hugo, waiting 8 1/2 hours for an order that never came was disappointing. I ultimately had to cancel and reschedule for the next day. The service provided by Instacart, besides the efforts of Angel and Hugo, was very unsatisfactory. Muriel Gillick, on behalf of my mother Ilse Garfunkel, 44 Allandale Street, Jamaica Plain, MA.

I've recently been deactivated due to my cancellation rate, even though I rarely cancel batches. Most of the cancellations were due to safety concerns in certain areas and issues with customers or orders. I always reached out to support, and they assured me that they would make a note of the cancellations and resolve the issue. However, they did not follow through on their promises. I put a lot of time and effort into my work, and even when I promptly appealed the deactivation after a specific incident where a customer was unreachable, I was deactivated without a fair investigation. I have substantial evidence of support agents reassuring me that the matter was being addressed, but the deactivation notice came without warning.

I was instructed to shop at the Roosevelt/Searstown store, but I prefer the Key Plaza location due to the specific items they carry. The Searstown store lacks many of the items I need, causing me to pay more for groceries and settle for substitutes. Despite informing the shopper repeatedly, the error persists. I expect this issue to be rectified promptly, and for the shopper to go to the correct store to pick up the items I require. It is frustrating to have this recurring conversation.