Instacart Customer Service Issues

I have previously used Instacart with no issues. However, this recent experience was quite disappointing. The shopper, Kylan H., did not communicate substitutions for out-of-stock items, resulting in incorrect replacements. The wrong apples were selected, and a Stouffer's family-sized meatloaf was substituted with a Lean Cuisine meal, indicating a lack of attention to detail. The delivery itself was also problematic. Despite not requesting touch-free delivery due to being handicapped, the groceries were left outside without any notification, causing frozen items like ice cream and fruit to thaw completely. I am unsure of the condition of the frozen meals as well. If I had known the service would be so careless, I would have waited for in-store pickup tomorrow. This experience was a waste of money and leaves me hesitant to use Instacart in the future. It felt like my groceries were mishandled by an inexperienced or indifferent individual.

I would like to express my desire to continue using the Instacart service. I have been a customer for over a year, typically placing two orders per month. I have paid the membership fee and recently noticed the new service charge. I question the necessity of paying for background checks and the time shoppers spend, as I often find myself spending a lot of time texting the shopper for clarification or corrections. Today, a pending charge of $[redacted] appeared on my bank account, with the shopper assuring me it will disappear in six days, followed by a bill for $[redacted]. With the $9.99 monthly fee, service charge, and tip, the total cost seems excessive. It may be more cost-effective to hire someone to do my grocery shopping. Clarity is needed at sign-up regarding additional charges despite having free delivery as a member.

On 10/8/21, I placed a Costco delivery order for 2 Charmin toilet papers. However, upon delivery, I only received one. The shopper left a note explaining the situation, assuring me of a refund. Despite reporting the issue and receiving an email confirmation, the refund was not processed as promised. Subsequent attempts to address the shortage resulted in a credit of $52 instead of the $25 I needed, which was not applied to my next order as stated. Despite indicating dissatisfaction with the resolution process, I did not receive any further assistance. All I seek is the $25 refund that is owed to me. Although I have previously been pleased with the customer service, the recent lack of response has been disappointing.

I was trying to reach live chat. I don't have an issue exactly, but a question. I used to order often but stopped due to poor service. It's been a while under another email. I wanted to place an order today (Sunday) but wanted to hear from corporate first to ensure no issues. It didn't matter which time I chose, but my early morning orders kept getting pushed back several hours without explanation. I mainly want to order a few exclusive items. If they're not available, can I reschedule the whole order? I tried Amazon Fresh, but the quality is slipping. I have had missing items or incorrect items with my orders before. I can't call customer service every time. Mainly, I need assurance that my order will arrive on time, as I cannot be home all day. I've had bad experiences with late deliveries before. Since I lost access to my old email, I have a new one now.

Hello, I've been struggling to complete my paperwork for a few days now. My account is deactivated, possibly because Instacart couldn't verify my identity using the selfie I provided. Despite receiving messages that more information has been emailed to me, my account remains deactivated. I would appreciate guidance on the necessary steps to resolve this. Thank you, Karen P.

On November 5th, I was supposed to receive a re-order due to missing items in my original order. Instead of receiving the correct items, I was given incorrect products. The shopper marked my order as having delivered 10 pounds of Thomas Farms grass-fed strip steak at $9.99 per pound, but actually brought 5.11 pounds of corn-fed Black Angus steaks priced at $12.99 per pound. I do not eat corn-fed meat, and this error is quite upsetting. Due to technical issues on the chat, I was unable to request a refund. It is disappointing to first have missing items and then receive the wrong ones. I specifically asked the shopper to check for the grass-fed steaks, but she still brought the incorrect ones. I am hoping the shopper can return the wrong product and bring me the grass-fed steaks that I originally ordered. I am hoping for a resolution where the shopper can swap the incorrect items for the missing ones I am still waiting for.

I have made numerous purchases through the Instacart platform. When I faced financial difficulties, I started working as a shopper hoping it would help me through this tough time. Sadly, what I experienced was disappointing. It's frustrating how a single negative review from a customer can drastically impact a shopper's income. The system's allowance for customers to hold such power over shoppers' financial well-being is unfair and unjust. Due to this experience, I have decided to cease using the service for my shopping needs. I used to recommend the app to friends, family, and colleagues, but after this incident, none of us will be using it again. This issue urgently needs to be addressed. The control customers have over the livelihoods of hard-working associates is unacceptable.

Hello, my name is Toby Smedley. I have been trying to complete my shopper application with Instacart, but I encountered an issue. While in the process, I got signed out unexpectedly. When I tried to sign back in with my email [redacted] on my iPhone, the app mistakenly tried to create a second account instead of logging me back in. Consequently, my original account got deactivated as my phone number ([redacted]) was associated with it. This has left me unable to proceed with the application or create a new account. Despite reaching out to customer support numerous times, I have not received a solution. I kindly request assistance in either resetting my account for a fresh start or reactivating my original [redacted] account linked to phone number ([redacted])-[redacted]. Your help would be greatly appreciated.

I am disappointed that my account has been suspended due to a misunderstanding. I had a situation on November 2nd where I received two orders for delivery from Safeway in Burlingame. While I successfully delivered the first order, the second customer's address at [redacted] El Camino Real in Millbrae did not have a room number listed. After trying to reach the customer multiple times to get the room number, I was informed they were not home and that their wife would provide the information. Despite waiting, I did not receive any response and later found out the order was canceled. I informed Instacart support of the situation, and they confirmed the cancellation, expressing their apologies for what happened. I followed their instructions and returned the items to the store. Please review my conversation history with the customer and Instacart support to see that I acted in good faith. Restoring my account would greatly help my family financially.

As a new Instacart shopper, I recently encountered a frustrating situation due to incorrect directions on the app. Today, I ended up driving 72 miles in the wrong direction based on the maps provided by Instacart for a shopping assignment at Sprouts. After realizing my mistake and turning around, I spent additional time reaching the correct store location. However, upon arrival, the app indicated that there were no more orders for me and suggested finding better Wi-Fi while driving. This experience has made me question continuing to work for Instacart as it has been a waste of time and money.

Hello, I am La Tanya Benson. Yesterday was my first day fulfilling an Instacart order, and unfortunately, my cellphone slipped from my grasp, shattering the screen. This mishap prevented me from completing the order. Despite my efforts and trying two other phones, I have been unable to reach Instacart since leaving Lucky's on E. 18th St. in Oakland, California. Now, I am attempting to contact them via laptop. I want the customer to know that I sincerely apologize for the inconvenience and assure them that I am working to prevent such incidents in the future. I am waiting for a new phone to arrive on Monday. I just hope this message reaches the right person. Please consider giving me another chance; I will strive not to disappoint. Sincerely, La Tanya Benson

I recently tried Instacart for Kroger delivery after receiving multiple emails stating I had $30 in credit and a gift. Unfortunately, I did not see any credit or gift applied to my order. The delivery person, Kevin, did not provide a receipt. The bank authorization was around $[redacted], but I am unsure about the final amount. Despite ordering a dozen large sodas, none were included in the delivery. Additionally, the special rate for turkey at $0.49 per pound was not applied, resulting in a charge of $1.89 per pound. I am requesting a refund and an itemized receipt to understand the charges. It would be helpful to know the total amount paid, why items were missing from the order, and why a delivery fee was applied when it should have been free.

Multiple shoppers and Walmart employees in North Bay, Ontario, Canada have raised concerns about a shopper named Shahid who allegedly uses up to three phones simultaneously to shop multiple batches. Shahid is said to have various accounts, including his wife Maryem's, who is a Walmart employee. Despite several reports, no action has been taken. Shahid purportedly discusses using a "bot" on their accounts to secure batches easily and has been seen handing a phone to his wife at work to shop. This violation of shopper policy affects others trying to secure batches. Immediate investigation into Shahid's activities is requested to allow honest shoppers to access batches fairly. This issue has been reported through the trust and safety email without any resolution. Your attention to this matter is appreciated.

I placed my order late Wednesday afternoon, and it was just delivered today, Friday. The shopper was great, but unfortunately, the meat I wanted was out of stock, so I had to settle for small chicken drumsticks that leaked everywhere. I had to place another order at Aldi for meat, which was inconvenient. I had removed items that were no longer on sale and added some that were. This experience was not good, but I understand it was due to the holiday rush. I would like a credit for the two cheeses that were supposed to be buy one get one free, but were replaced with a different brand without notice. Additionally, the soda was meant to be buy 2 get one free, but I was charged for three. I left a note about these issues. If possible, I would appreciate a credit to my account. Thank you for your attention, and happy holidays! - N.

I recently noticed that my account shows I am close to being canceled due to several cancellations on my shopping app. However, upon reviewing my shopping log, it only shows 6 canceled trips. I keep detailed records of my shopping activities and I can confirm that on some occasions, such as the other day when I had a flat tire, or two other times when I was stuck in traffic due to accidents, the cancellations were out of my control. I am confused as to why it shows 11 cancellations instead of the accurate 6, especially when it wasn't my fault. I take pride in my shopping services and enjoy helping people. I would greatly appreciate it if this issue could be rectified on my account.

This is the second time my groceries were left in the middle of a walkway at our condo complex, very far away from my unit. I rely on Instacart because I'm pregnant and struggling to move around with a two-year-old while my husband works two jobs. I spent 30 minutes making trips to carry these heavy groceries, which is not what I paid for. I am very upset and disappointed. I would appreciate a refund and would like to cancel my Instacart monthly membership.

Hello, I'm Talia C. I work as an Instacart shopper. I recently updated my debit card information and mistakenly transposed two numbers. As a result, I cashed out over $[redacted] but did not receive the funds. My bank, Chase, confirmed the error, and I need your assistance to redirect the money back to my account. I take pride in providing excellent service to your customers and have encountered challenges without resolution. I am eager to share my card details to facilitate the process. With financial constraints, I urge you to address this matter promptly. As I cannot locate a contact number, I find this situation quite perplexing. Kindly reach out to me at my phone number, [redacted]. Your help is greatly appreciated.

I am concerned about a charge for Instacart Express that I cannot afford. I am unsure if the payment went through because it has not been deducted from my account yet. I have various essential bills to pay, and going into overdraft would result in expensive late fees. I used the service only once to buy vegetables when I didn't have access to my car. Please confirm if the payment was processed and issue a refund if necessary. This money is crucial for my family's needs.

I placed an order at Ralph’s located at [redacted] N El Camino Real, Carlsbad, CA for delivery on November 30th. The Instacart shopper assigned to my order was Colin M. I was quite dissatisfied with the service he provided. There were missing items and items were replaced without consulting me. Unfortunately, he chose hazelnut products, despite my severe allergy to hazelnuts. Additionally, my daughter has a milk allergy, so I specifically choose almond coffee creamer for her, but he made an incorrect substitution. Moreover, I ordered 2 bunches of cilantro that were not included in my delivery. The bagging was also subpar, with all items crammed into one paper bag that ended up tearing. While I appreciate being able to carry the bag carefully, it was disappointing to see the lack of care in packaging. Colin M's decision-making and lack of communication does not reflect well on your company. In contrast, a previous shopper who handled my order was exceptional, communicating effectively about substitutions. Colin M's service fell far short of expectations. Thank you, Denise L

I recently signed up for Instacart, received and activated my payment card, and completed my sign-up process. However, I encountered an issue - my account was suddenly deactivated. The app prompted me to check an email associated with my sign-up email, but I have not received any communication other than the background check confirmation. Everything in my background check was clear, and I'm unsure why my account was deactivated before even starting. I would appreciate a prompt response to help me understand what is happening. Thank you.