Instacart Customer Service Issues

I have faced ongoing issues with Instacart and other grocery delivery services which have led me to make the difficult decision to discontinue using your service. Most recently, my order was altered without my consent, and I was not informed during the shopping process. Subsequently, my groceries were left at the wrong house, exposed to direct sunlight, requiring me to retrieve them from a neighbor's house across the street. Despite leaving a $10 tip before delivery, I was dissatisfied with the service. The negligence of the shopper in failing to locate items I regularly purchase at that Kroger is unacceptable. The changes made to my order were unauthorized, and I now need to return several items. This experience has left me frustrated, and I no longer wish to rely on unreliable shoppers for my grocery needs. -Erika B.

I began filling my Hyvee cart but then switched to shopping at Aldi. After placing my Aldi order, I realized my Hyvee items were still in the cart and were also purchased. I don't need these duplicate items. Can they be refunded? I'm willing to pay the shopper for their time and tip.

I ordered my groceries for delivery via sameday.costco.com on Instacart, but the order was canceled because they claimed my Costco card is expired. I keep receiving emails from [redacted] and cannot reply directly to them, making it frustrating when issues like this arise. This isn't the first time I faced a problem, but it's the first time my order got canceled. I always provide my phone number for text notifications; why can't they use it to contact me instead of the no-reply email? It's really frustrating and annoying dealing with this.

Hello, I am quite dissatisfied with the service I received tonight. This was my first time using this service. I provided my phone number and specific instructions for the driver to find my apartment. Despite waiting outside, the driver did not show up. I later received an email stating my order was cancelled at 10:17, and at 10:20, a text asking me to go outside to meet the driver when we were already charged a $15 cancellation fee. We went outside, but the driver was not there, and we did not receive a call. Given these circumstances, we do not feel we should be charged a cancellation fee as we followed all the provided instructions. Please provide an update regarding this charge. Thank you.

I am frustrated with the communication regarding my grocery order for my daughter in Atlanta from Rochester. Initially confirmed, the order was later labeled fraudulent. After speaking with several representatives, I was assured the order was being processed for delivery. Despite the status showing as delivered, the items were not received, and over half of them are missing from the receipt. The account is under the name Allison Burns.

During my recent Instacart trip, my groceries got loaded into someone else's car, causing an inconvenience. I had to wait for them to come back to the store with my restless child in tow. I was promised a discount for the mix-up but have not received any communication regarding it. Today, my Instacart order also had a hiccup. They were out of plain organic chicken and substituted it with lemon pepper chicken. I was advised to reach out here for a refund on the price discrepancy.

I am experiencing difficulties with accessing the King Sooper store I typically shop at through INSTACART's service. Even though the stores are close in proximity, the quality and variety of food differ. I am often dissatisfied with substitutes provided that are not the same brand as my preferred items. I am a loyal customer who frequents the Leetsdale store, and I rely on your service for my monthly groceries, totaling between $[redacted].00 and $[redacted].00. I kindly request to have my account set up for the Leetsdale store (King Soopers) to ensure consistency in my shopping experience. I am disappointed with recent orders from the store wherein items were missing, and substitutes were made without my preference considered. King Sooper's Customer Service directed me to reach out to you for resolution. My name is Patricia A. Narup, and you can contact me at [redacted] or via email at [redacted] Your prompt assistance in resolving this matter is greatly appreciated.

I recently placed an order, but unfortunately, I did not receive the watermelon slices that I paid for. This has happened before, and I find it frustrating. I was overcharged on my credit card, which was supposed to be around $40, but I was charged $60. While I appreciate your service, I am dissatisfied with this discrepancy. Could you please refund me for the watermelon slices and review my total amount? There seems to be an error that needs to be addressed.

Hello, I recently tried Instacart as a trial to test the service, then noticed I was automatically signed up for a yearlong express delivery subscription. I did not intentionally subscribe to this service and was surprised to see the $99 charge on my account since I have been traveling and haven't checked emails. I would prefer occasional use over a yearlong commitment. Although already charged for the year, I am seeking a refund since I never signed up for this. I am eager to cooperate with your customer service team and hope to have this matter resolved.

My boyfriend, a United States Army member on border duty, was in for a surprise gift on Sweetest Day. I had groceries scheduled for delivery right when he finished his shift. The order included his favorite steaks, NY strip, and a boneless Ribeye, along with Sugar-Free Red Bull. However, the delivery didn't arrive until 10:20pm, much later than expected. To make matters worse, instead of the NY strip, he received a beef loin T-Bone steak, which happens to be his least favorite. I am extremely upset that he had to wait up so late for the delivery, and I was charged for items that were completely incorrect. I believe a refund is warranted due to the wrong items, the late delivery, and the inconvenience caused to him.

I placed an Instacart order expecting it within an hour, but it was delayed. The driver attempted to deliver but left without notifying me properly, which led to the order being canceled. After contacting customer support, I was promised a full refund and no $15 fee. However, upon checking my bank account, I see the charge. The entire experience has been frustrating. The driver seemed to give up quickly without trying to contact me, and the customer service team did not honor the refund agreement. Unfortunately, this is not the first time I've had issues with Instacart.

I am disappointed with the service provided regarding the charge holds on my bank cards. A total of eight holds totaling over $1,[redacted] have been placed, preventing me from purchasing groceries for my family. Despite speaking to customer service, there seems to be no resolution as my orders cannot be located yet the charges remain. I was denied the opportunity to speak to a manager and have been on multiple calls for two hours without a solution. As a professional, this experience is disheartening, and despite the convenience Instacart offers, I may not use this service again due to the lack of empathy and assistance received. The situation is frustrating and leaves me feeling dissatisfied and dismayed.

I'm having trouble entering my card details on the website. The section where it asks for the card number, expiration date, and CVC is not functioning. The website's speed is also very slow, making the whole process frustrating and time-consuming. It takes about 30 seconds for each input to register, causing delays while typing. Additionally, I'm currently unable to submit this issue as the page won't send.

Subject: Double Charge on Instacart Order - Correction Needed I recently discovered that I was mistakenly double charged for items in an order on 9/11/19. The initial charge of $86.50 was accurate, but an additional charge of $58.47 for the same items is invalid as no such order was made or received. Despite speaking with a customer service representative who assured me the issue would be resolved, the overcharge of $58.47 is still pending on my card as of November 1, [redacted]. Below is the initial email sent on Oct 9, [redacted], for reference: Dear Customer Service Team, I am reaching out regarding the duplicate charge issue I encountered. I kindly request your immediate assistance in crediting my account for the erroneous charge of $58.47. Thank you for your prompt attention to this matter. Warm regards, L.W. Phone: [redacted]

The contact information provided for Instacart is no longer valid. I applied for an in-store shopper position and had trouble adding a referral code due to a system error. The referral bonus is $[redacted] for the person who referred me if I complete 30 days of work. I contacted them on October 25th, and after some back and forth through emails and phone calls, I was sent a Hello Sign document to confirm the referral bonus. Unfortunately, the link expired before I could access it. Despite multiple responses from Instacart representatives, there has been confusion about my request. I am frustrated by the lack of direct communication and hope they can resolve this issue promptly. It seems like a simple problem with a straightforward solution, but the process has been challenging. I am concerned that others may also face difficulties in receiving their bonuses due to similar issues in the system.

I am Raquel Sama from Florida. I am having trouble reactivating my Instacart account due to an error code (ERROR CODE 1369A) placed by the Risk Operation Team on August 29, [redacted]. Despite receiving multiple emails from John M. of Trust and Safety at Instacart requesting various personal documents to resolve the issue, including a photo of my driver's license, debit/credit card, billing statement, and a photo of me holding my driver's license, the problem remains unresolved as of November 8, [redacted]. I reluctantly provided this information via email due to being 79 years old, disabled, and reliant on Instacart for grocery deliveries. I also explained to John M. about paying for my deceased nephew's orders and shared my concerns about their handling of the situation after being a loyal customer at Publix Supermarkets for years. I seek advice on how to remove the error code and update my new debit card details to continue using Instacart. Thank you for your assistance. Sincerely, Raquel Sama

I accepted a batch to Wegmans, which started at 8:30 with nine items. Upon delivery, the customer provided the wrong address. After speaking with the customer, I received the correct address. When I arrived, an Instacart male agent called, but communication was difficult. He threatened to cancel the order, leaving me unpaid, and abruptly hung up, leading to frustration. Despite the customer finally receiving their items at 9:30, I am concerned about not being compensated. Shoppers are already struggling with low pay, so this situation is distressing. The authorization code for the transaction was [redacted], with receipt number [redacted], an order amount of $41.67, dated 11/9/19 at 20:45, for Wegmans in Amherst, Buffalo, NY. We need a way to address issues like this on the app in the future.

This morning I completed two deliveries. After dropping off the first order, I headed to Ivy Glen Rd. in Maple for the second delivery. The customer asked me to call instead of going to the back door since she lives in the basement. I left a message and then contacted Customer Service. Bryan assisted me, explaining I had arrived too early and requested I wait until 9:00 AM. He offered $10.00 for waiting instead of returning to the store. Opting to wait, we hung up. Shortly after, Customer Service called indicating the customer wouldn't make it, and I should hand the order to people upstairs. I complied. However, I didn't receive payment for waiting as promised. I would appreciate it if you could investigate this matter for me. Thank you, L. Donahue

My sister, J. M., and I ordered food for delivery to a hotel in Florida. We received an email requesting copies of her credit card and driver's license due to alleged fraud. After contacting the credit card company, the payment approval was later reversed. We are concerned as we have never been asked to send such documents to any company before. The purchase was made at Publix, and we are staying at the Hilton Grande Hotel Vacation Club Tuscany Village. We will inform the other couples traveling with us about this issue and share the email J. received from Instacart's supposed security team. This occurred on Monday, November 11, [redacted], at around 1 PM. We also wonder if this is your usual practice with all customers.

I am extremely disappointed with my experience using Instantcart today. Instead of simplifying my errands, it only added to my frustration. Despite paying a service fee and a $10 tip, I still have to go to the store myself before Thanksgiving. The number of incorrect products I received is unacceptable. Initially, I gave a two-star review and listed the items that were wrong, but upon unpacking, I discovered even more issues. I ordered a 3 lb bag of apples and received only one apple! The pie crust I ordered was replaced with a pumpkin pie, and I received no onions at all. It's hard to believe the grocery store had no onions at all. If they were out of the type I ordered, why wasn't I offered a substitute? My cream is dented and leaking, making it unusable. I required two containers of whipping cream, but only received one due to a brand substitution. Many items did not arrive, and no alternatives were provided. This was a waste of money and time. This experience, contrary to Instantcart's promises, caused unnecessary stress before the holidays. I give Instantcart 0 stars and will not recommend it to anyone.