Instacart Customer Service Issues

As an Instacart delivery person, I recently had a disappointing experience with a customer. While I have successfully completed many orders, this last one was frustrating. Clearer instructions are essential to make deliveries smoother, especially in complex locations. Time management is crucial in this job, and it’s challenging when customers provide minimal guidance, leaving us to navigate without assistance while carrying heavy groceries. I believe Instacart should consider policies to offer drivers bags for easier transportation and require customers in non-standard residences to give precise directions or meet for the handoff. Clarity and cooperation from both drivers and customers would greatly enhance the delivery experience.

I went to buy Starbucks cold brew, but it was out of stock. The shopper, Vilmar, suggested a replacement. When I asked for a zero-calorie option, he simply said, "no," without offering alternatives, checked out, and ended the conversation abruptly. I usually order multiple items to save on delivery fees and tip generously. The cold brew was crucial, so now I have to go pick it up or pay a delivery fee for one item. It was a disappointing experience as most shoppers are friendly and communicate well, which was not the case with Vilmar.

I believe my account was wrongly deactivated due to allegations of ID fraud during signup. At the time, I had to use a screenshot from another phone due to my wallet being stolen and the DMV being closed for new appointments. After some months, the DMV updated their website to allow for duplicate copies, and now, after a year of using the service, I find my account deactivated. I've provided pictures of my ID upon request, but they claim it's not enough. Despite my high star rating, positive customer testimonials, and achieving Bronze shopper status, I'm still getting no response on what further steps I can take to resolve this issue.

I informed my shopper that I didn't rate him four stars due to purchasing incorrect items. I specified needing no-salt tuna and gluten-free pasta in the comments, but ended up with the wrong products. This situation has happened before with different shoppers, causing inconvenience. I require a refund on my credit card, as I now have to find and purchase these items elsewhere.

Good evening, I have worked diligently for Instacart since January 25, [redacted], with a rating of 4.95. Recently, I was unfairly deactivated based on an untrue claim by a customer who alleged non-delivery of their groceries. I had a batch at Sprouts on [redacted] W. NC Hwy 54, Durham NC [redacted], and successfully delivered orders to three addresses, following correct procedures for each delivery. I am deeply troubled by this deactivation as Instacart has been my sole livelihood since January, supporting me and my family. I have always maintained integrity in my work. The accusation of stealing groceries is baseless and hurtful. I have never failed to deliver an order in my 90 days with Instacart, even going the extra mile to show appreciation for customers on special occasions. I urge Instacart to reinstate my account promptly, as I believe in fairness and justice. I trust that this matter will be resolved promptly and look forward to your positive response. Thank you.

I placed an order with Instacart at 11 am to avoid going to the store before cooking. I selected "substitutions are ok" for all items. Despite a half-hour delay notification at 11:30 am, I accepted it and started cleaning. Shortly after, at 11:35 am, I received a text seeking confirmation to substitute chuck roast beef brands. Unfortunately, I noticed the message 15 minutes later and found out the chuck roast beef was refunded instead of swapped, which was the item I needed the most out of the 4 I had ordered. This experience cost me $10 for a $15 grocery delivery that now requires me to visit the store later. I kindly request for immediate assistance in acquiring the beef and a refund for the delivery fees.

My name is Aimee Williams, and I can be reached at [redacted]. I have been a dedicated Instacart shopper since mid-February, successfully completing over [redacted] batches with outstanding statistics in speed and customer service. Unfortunately, my shopper account was deactivated due to a mistake I made when attempting to verify my ID. Despite my willingness to rectify the error by obtaining the necessary ID, I was not given the opportunity to do so. This incident is out of character for me, as I have never had any previous issues that would warrant such action. I have encountered technical issues with ID verification in the past, such as waiting over an hour for a customer to scan their ID, only to find out it was an Instacart system error. I believe this situation is unfair, and I am reaching out in the hope that my concerns will be addressed, and I can continue providing my services as an Instacart shopper.

Hello, I have a question about my recent experience with Instated grocery store regarding the handling of my order at the Turlock, CA. Raley's. My order is always transferred to the store on Floyd Ave. in Modesto, CA., despite being closer to Turlock. Today, my shopper had to travel back and forth between Turlock and Modesto to complete my order and two other customers' orders. It would have made more sense for the shopping to be done in Turlock first since the shopper resides there before moving to Modesto. I empathize with Crystal's situation. I hope Raley's can improve their processes. Thank you. - Phyllis A.

I am seeking assistance with an order I completed as an Instacart shopper yesterday. I have been an Instacart shopper for over nine months now. The customer I delivered to claims they did not receive their order, despite me delivering it to the correct address. Despite my good communication throughout the process, the customer rated me three stars. The weather was challenging as it was pouring rain, and the Instacart app initially directed me to the wrong address which delayed the delivery. I informed the customer about the issue and they still rated me three stars. I am hoping to have this rating removed as it has significantly impacted my overall rating. Maintaining a good rating is crucial for me to continue as a shopper, especially after having a perfect rating for over eight months. I appreciate any help with this situation. Thank you, Courtney

I prefer discussing things over the phone for better clarity. On May 26, after delivering my last batch of groceries, I clicked "complete Order," but my phone's camera opened, showing a selfie. I thought they needed a photo of the house number, but got an email saying my picture didn't match. Jessica then deactivated my account without explanation. I'm okay with being let go, but I would appreciate a clear reason. If I made a mistake, I want to know. Please call me at [redacted] to discuss if there's a chance for me to continue. I enjoy this job in my spare time and would like to resolve this. Thank you and God bless.

I live in Zip Code [redacted] in Manhattan, NY and rely on Instacart for Costco deliveries. Previously, I received my orders from the New York City 117th Street Warehouse Store, which carries a variety of Kosher products. However, lately, my deliveries are coming from the Queens store, which does not stock Kosher items. After contacting both stores, I was informed that Instacart still delivers from the Manhattan location, but they need to be made aware of the issue. Many of us in Manhattan rely on Kosher options from Costco and it's important for us to have access to these products. Please assist us in ensuring that deliveries come from the Manhattan store as before, to accommodate those who need Kosher products in the area. Thank you.

I recently received an email informing me of the suspension of my Instacart Shopper account. The attachment stated the reason for deactivation was a failed identity verification photo, which left me bewildered and surprised. Since I am new to the Instacart Platform, I am struggling to find ways to contact customer support for assistance. I want to emphasize that I have never had anyone accompany me while shopping, and I have not shared my phone or Instacart account details with anyone. I am eager to address this issue promptly and continue working on the platform. Kindly get in touch with me to guide me on how to resolve this matter. I appreciate the opportunity to work with Instacart and am committed to taking the necessary steps to rectify this situation. Thank you for your prompt attention to this matter. Best regards, S. S. [redacted]

I encountered issues with my recent order and am seeking a refund for some items. I was billed and received three costly steaks instead of the roast I had ordered yet did not receive. The store declined to take back the steaks despite our attempts. The steaks were as follows: $10.11 - top round $18.07 - angus ribeye $35.68 - angus ribeye Furthermore, I purchased and was given one can of infant formula but was billed for two. Although the second can was on my receipt, I neither received nor required it. I am requesting a refund for the three steaks and the extra infant formula ($27.99) listed on my receipt yet not received or requested. Kindly process this refund to my original payment method. In a previous similar situation, a credit was promised to my Kroger Plus card but was never applied.

Hello, I work as an Instacart shopper and I've been experiencing some problems with the available batches in the app. Lately, I noticed that it's showing orders that are far outside my usual working zone, sometimes 30+ miles away. This only started happening in the past week, and I'm not sure if it's a setting problem or an issue with the app itself. It's becoming challenging to accept batches in my current working area when there are so many other distant ones showing up. Can you provide guidance on what steps I should take to address this issue?

I received an email on May 18th from Trust and Safety accusing me of indecent exposure. This is impossible because I am paralyzed on the left side of my body, with very little mobility. The only way someone could see me is by peeking through my windows, but I do not remain naked. They requested a response within 48 hours; I sent my license and credit card. I've tried sending emails but don't know if they've gone through; I have 25 drafts. I desperately need your help to communicate with Trust and Safety as I truly rely on your service for groceries. It's unfair to believe lies about me. I'm willing to provide any proof to show it's not possible. I can send a doctor's note or a video showing my limited mobility. Please confirm if Trust and Safety received my emails. For further assistance, contact me at [redacted] or email [redacted] I need help getting my message across as I can't drive or go to stores. Your services are vital to me as I can select items easily. Please forward this email to Trust and Safety. Thank you, Rebecca N.

I am dissatisfied with the lack of professionalism from the experts. Yesterday, I completed a $49 job which consisted of [redacted] items at a store that was a 12-mile drive away. After spending around an hour shopping and almost finishing the order—only 4 items left—it suddenly disappeared from my list. I received a message claiming no activity for 15 minutes, so they reassigned the job, which is unacceptable. To make matters worse, they charged me $49 for the order that I had almost completed. This experience has left me hesitant to take on any more tasks for this company. I would greatly appreciate a contact number to discuss this issue with them directly.

I am reaching out to the customer care team for support regarding my new Instacart shopper account. After waiting on the waiting list to become an Instacart shopper for months, I was finally approved but my account got suspended, which is frustrating. I have been waiting for my shopper card for almost two weeks now and despite ordering another one, I was told to wait another seven days. I managed to complete a few orders using Google Pay, but my account was then suspended for suspicious activity. I am upset because I was looking forward to earning money for myself and my two young children - one is 15 and the other is 9. They sometimes accompany me on small orders, helping out here and there. I am unsure what caused the suspension - perhaps my child accidentally interacted with the app. As a single mother with no income, I occasionally have to bring my kids along while I work. I value teaching them about life and work. Despite Instacart being described as reliable, I am disappointed by this experience. I urgently need to discuss this situation with someone from the company.

I work as a driver and had 2 batches (3 orders) at Wegmans in Cherry Hill, NJ on June 15. Unfortunately, I accidentally used my personal credit card instead of the company card due to them looking alike. Upon realizing my mistake, I contacted Instacart for reimbursement. Despite submitting my bank statements three times to show the transactions, my reimbursement request was denied due to lack of proof. I find it puzzling that Instacart requests receipts when I provide bank statements with the same date, time, amount, and my credit card number. It seems redundant, and I feel like I am being given the run-around without a satisfactory resolution.

I purchased 2 orange juices through Instacart, but they were not delivered, despite being crucial for my order. I now have to go to the store in person, which negates the convenience of using the service, especially with a broken leg. Missing items in my Instacart deliveries are becoming all too common, often being the essentials I rely on the most. Simply receiving a credit for the missing items doesn't rectify the situation, considering the frequency of these errors. As a parent of a disabled daughter, I heavily rely on Instacart shoppers, but having to go to the store defeats the purpose and adds unnecessary costs with upcharges, service fees, and tips. The consistency of missing items makes it more cost-effective for me to shop in-store myself, despite the inconveniences.

As an Instacart shopper, I accidentally dropped and completely smashed my phone while shopping for a customer. The screen and speaker were damaged, leaving me unable to contact Instacart as the shopper care number was out of service. I tried the store service desk phone to no avail as I couldn't cancel the batch. With only a working Instacart customer number available, I had no means to reach shopper care for help without a functioning phone. My name is Anthony M., and I need to cancel the batch I was handling until I can replace my phone later tonight. Lacking a landline, I had to go home and use my computer to send you this message. I was shopping at GIANT in Lehighton on Blakesless Blvd. I sincerely apologize for the inconvenience and hope to get a new phone promptly to resume my duties.