Instacart Customer Service Issues

Hello, I have been attempting to contact Instacart for over two weeks now. Despite sending multiple emails, reaching out on chat, and even calling, I have not received any meaningful assistance. The responses I do get are generic and do not address my specific issue. Recently, I received an email stating that my account was deactivated and that I could appeal the decision. However, when I inquired about the necessary steps to prove my identity, I was promptly informed that my appeal was denied without even having the chance to provide any verification. During a login attempt last Sunday, I was prompted to take a selfie for verification. Unfortunately, my daughter accidentally knocked my phone from my hand while I was complying, resulting in a blurry or incorrect photo being sent. Subsequently, I was deactivated without further clarification. Given my challenging circumstances as a full-time nurse with a child requiring costly medications, I implore Instacart to review my case and reactivate my account. Your prompt attention to this matter would be greatly appreciated.

I recently placed an order for delivery to some friends, and unfortunately, they informed me that the ice cream I sent was carelessly tossed into their yard. They were surprised to find it there without any warning. It was disappointing to hear about this mishandled delivery, especially since previous orders were satisfactory. I am concerned as to why the package wasn't handed directly to them by the driver. Luckily, the ice cream escaped melting in this situation. The lack of identification on the package also caused confusion for my friends as they unexpectedly discovered it outside. Can you share any insights into what may have gone wrong with this particular delivery?

I made a phone order yesterday from [redacted]. Received confirmation of delivery between 10 am and noon today. It's now 8:45 pm and my order hasn't arrived. This is my first issue with Instacart, making me consider canceling my membership. I had dairy items in my order, making a delivery today undesirable as they will spoil. Need to know when to expect my delivery and what the issue was. Appreciate a prompt response.

I recently received my order in a very poor condition. The items were carelessly placed on my porch without proper packaging, which resulted in the glass carafe being scratched. Additionally, I was unaware of a service charge and encountered limitations on the quantity of items I could purchase, which was disappointing. I need two more glass containers for an upcoming event and would appreciate if they could be delivered without extra fees. My name is Joan S. from [redacted] Tinley Park Circle, Delaware, Ohio. The delivery took place on July 13 at 11:09. I hope to hear back promptly. Thank you, Joan.

I need to separate my daughter's and my Instacart accounts, which got mixed up during the Pandemic. She is no longer at home daily, so I need to place my own orders. My name is Saunjoy, and I receive all emails from Instacart at a different AOL account. I don't have the password for [redacted] because my daughter had a computer-generated one. Also, my payment method is linked to her account. Therefore, I cannot access customer service support. When I tried to create a new account, I received an error message stating, "we have another person's account with the same name."

I made a purchase on the Publix website at 7:30 a.m. Jayda started shopping the order at 8:16 a.m., which only consisted of 5 items. She completed the checkout at 8:44. Even though I live just 4 minutes away from the store, it is now 9:30, the end of the delivery window, and the order has not been delivered. I have also not received any responses to my messages in the chat asking for updates. I have been charged for the undelivered groceries and would like a full refund. The order included essential medication for my son, and due to his condition, I cannot leave him alone or go to the store. This situation is very disappointing and concerning.

Date: 07/20/[redacted] Hello, I am a shopper for Instacart named Jeffrey Thompson. I recently faced an issue with my shopping privileges at Costco. Costco informed me that some member IDs were suspended due to inactivity, affecting my ability to shop there. The assistant GM at the local Costco store confirmed this information, stating that letters had been sent out a few months ago regarding this matter. Regrettably, some of the members affected used Instacart, resulting in orders that I fulfilled. Consequently, Costco has banned me from shopping for Instacart. This predicament involves Instacart, Costco, and the affected card members, and I believe I should not be penalized for these circumstances. I kindly request that you reinstate my shopping privileges at Costco and assist in resolving this issue with the store. As a person with disabilities, I rely on Instacart to supplement my income, and being unable to shop at Costco has limited my earnings. I appreciate your prompt attention to this matter. Thank you, Jeffrey Thompson

On Thursday, July 15th or possibly the 16th of July [redacted], I faced a misunderstanding due to my developmental disability. I have a work routine, but that morning, unaware that a picture was required, I accidentally sent a nude photo while trying to check for work orders. I cherish my job as it accommodates my disability, and losing it without discussion or guidance feels unjust. The pandemic halted my mental health support, leaving me dependent on my job for stability. I have submitted relevant documentation to verify my identity but fear being ignored. I sincerely apologize for the confusion and hope to continue working with you. Thank you for your time, and I anticipate a positive resolution.

I encountered the same issue twice! The first time was a heavy batch that left me frustrated due to problems with the membership card and checkout, leading me to have customer care cancel the order. The second batch, although only 8 items, had the same problem. The membership services employee mentioned the card was invalid and needed updating. Instacart contacted me after the customer reported the issue, so I explained it to them as well. It's frustrating that this problem only happens at Sam's Club. I'm uncertain if the error lies with the customer or Instacart's system.

I am having an issue when receiving batches as they disappear within a second or two, not giving me enough time to accept them. Additionally, I am not getting any sound or notification for new orders despite having my settings adjusted correctly. I find myself constantly staring at the app with my thumb ready, waiting for a batch to show up. Even when it does, I struggle to hit accept in time before it vanishes. This situation is frustrating as I joined with the intention to work but find myself only staring at the app. Can you please extend the time window for accepting orders after they are sent to me? This would greatly help me to actually work. I hope this is a fixable issue with the app and not the norm. I am eager to make money and give this a proper chance. Thank you.

I accepted an order today for Giant in Carlisle, PA. Upon arrival at the store, the app became unresponsive. Despite trying various troubleshooting steps like closing and reopening the app, connecting to Wi-Fi, and waiting for the start shopping button to load, I was unable to proceed with the order. I could view the order details and decided to manually shop for the 7 items on the list. Upon checkout, the app continued to malfunction, eventually closing abruptly and removing me from the order, even after I had paid for the items. Subsequently, my account is now under review, and I will not have access to batches until tomorrow morning. I sincerely apologize for not being able to complete the order and hope to rectify the situation to continue my employment with Instacart. I am eager to learn and improve from this experience.

I am currently unable to access my Instacart account and urgently need assistance to unlock it. This is crucial for me to continue using the platform to earn money to pay my rent, which is due tomorrow. I am willing to provide any necessary verification, such as taking selfies or submitting personal information, to prove my identity as the account owner. The account is under the name Kimberly Ansalvish, and the associated contact information is phone number [redacted] and email [redacted] Recently, I encountered frequent crashes on the Shoppers App during shopping and delivery activities. I updated the app and changed my profile password, which seemed to coincide with login issues. Despite being occupied with my son's birthday party, there were multiple login attempts from a device that is not mine. I rely on Instacart for additional income, and it is disheartening to be locked out due to unauthorized login attempts. I seek assistance to resolve this matter promptly.

I have experienced two disappointing deliveries recently. During today's Instacart delivery, the instructions were to place the order on the bench to the right of the door and ring the bell. However, the delivery person did not ring the bell or knock, leaving the items on the ground without any notification. Last week, a shopper from Raley's delivered someone else's groceries to my house, causing confusion. As a person with long COVID, I would prefer not to imagine my food ending up in the wrong hands. Kindly remove the tips from both orders and credit my account. I rely on these deliveries due to my health condition and clear instructions are crucial. It has been the only way for me to get groceries for about 18 months now. Thank you, Susan H.

While placing an order for two customers, my app froze, causing the order to stall in Shaw's shopping cart. Due to the app issue, my phone's battery drained as I tried to contact support. I urgently require a callback to resolve this as my schedule will be affected. This technical glitch is beyond my control, and I am concerned about my ratings being impacted. Despite attempting to re-enter the shopper app, I encountered network errors prompting me to log in repeatedly. Only the Instacart app seems affected as others work fine. Contacting the provided phone number was unsuccessful, redirecting me to the login page. Your immediate assistance is appreciated.

On Saturday morning, I completed two batches at Fred Meyer where customers paid online. While checking out, I couldn't find the option to take a photo of the receipt as it was missing. The app kept glitching, prompting me to tap NEXT, only to revert to the previous screen. Consequently, I delivered the groceries through Waze. Later, I received a message from Catherine at 9:51 am expressing concern about the delivey being delayed. She thought I was still shopping due to the app not allowing me to finish. I was actually on the way to the second customer's location. Despite my attempts to explain, Catherine did not respond. The total value of the batches was approximately $49. I'm seeking assistance to ensure I get paid for this order. - Gary

Hello, I hope all is well. I encountered a situation with a delivery order involving alcohol where due to a poor reception area, I couldn't scan the customer's ID through the app. Despite attempting to contact customer support without success, I later managed to scan my ID to proceed with the delivery. However, my efforts to reach out to Instacart support throughout the day have been unsuccessful. Although I am now at home and available to address the issue, the challenge persists in getting in touch with customer care to provide the necessary information and clarify the misunderstanding regarding the order with no alcohol yet requiring ID verification. Unfortunately, my account has been deactivated despite my compliance with the policies. I possess a photo of the customer's valid ID and would like guidance on the appropriate contact point to resolve this matter promptly.

Hello, I am Jerseld. Yesterday, I shopped for two customers using Instacart. Unfortunately, when I tried to check out, my Instacart card was declined for the third time. I've had this issue before and have not received satisfactory support from Instacart customer care. Despite the card problem, I went ahead and paid out of my own pocket once more, totaling $[redacted].30 for both customers. I've submitted a request for reimbursement but have not received a response from customer service yet again. This experience has been frustrating and I'm currently not accepting any new orders until this issue is resolved. I really need my reimbursement quickly and hope to resolve the problems with my Instacart card. Thank you.

Hello, I am a frequent customer at Food Lion in Covington, VA. I recently bought three packs of beef short ribs for $31.94 each, totaling $[redacted] including tax on July 10, [redacted]. Unfortunately, when I tried to cook them the next day, they were all bad and had a rotten smell. I put them in the freezer to return them to Food Lion after my two-week vacation. However, due to being quarantined for COVID, I couldn't return during that time. Today, when I tried to return them, I was informed by Food Lion that I needed to contact Instacart for a refund. If I had known earlier, I would have reached out sooner. It was surprising to have bad meat as I have been a loyal customer for years without any issues. I greatly appreciate your assistance in refunding my purchase. Thank you.

I am requesting for my issue to be elevated to corporate level. I am frustrated with the repeated instances where items I purchased are given to others. Despite multiple complaints, the problem persists. I explicitly instructed the worker not to combine my groceries with another person's, but this was disregarded, resulting in me missing out on milk. As a result, my child now has no milk for school tomorrow. It defeats the purpose of using a service to save time when I have to take time off work to obtain milk. It is concerning that the workers are not following instructions to prevent mixing up items. This has happened numerous times in this order alone. I encountered several other issues with this order, leading me to reduce the tip, which I have never had to do before. Please address this issue promptly.

I am a frequent customer at Food Lion in Covington, VA. Recently, I bought 3 packs of beef short ribs which turned out to be bad when I tried to cook them the next day. They smelled rotten. Due to going on vacation the day after, I stored them in the freezer to return when I came back in 2 weeks. Unfortunately, I was quarantined due to COVID upon my return, preventing me from going back to the store. When I attempted to return the items today, Food Lion directed me to Instacart for a refund. I wish I had known this earlier to notify them promptly. I was surprised by the quality of the meat, as I never had issues before. I appreciate your assistance in refunding me for my purchase. Thank you.