Instacart Customer Service Issues

I placed a grocery order for pick up at Aldi in Madison, Wisconsin, on Watts Road for Thursday, June 23, [redacted]. They informed me they couldn't fulfill the order and asked me to choose a new time for Friday, June 24, [redacted], between 3 PM and 4 PM. Despite paying for the large order, upon arrival, we were informed that they do not offer pick ups on Fridays and had not filled any orders. This happened for both the June and May [redacted] orders, requiring rescheduling. The notification from Aldi was received late. It is frustrating that the website indicates the order is ready, received, and paid for when it is not. We urgently needed the food for tonight. I would appreciate a $25 gas reimbursement and assurance that we can collect our groceries on Saturday, June 25, [redacted].

I have been a loyal customer of Instacart for 2 1/2 years. Typically, any issues I've encountered in the past were resolved satisfactorily. However, today I noticed a discrepancy between what I was charged by the store, $[redacted].45, and what Instacart charged me, $[redacted].64. This difference was unrelated to any additional fees. When I called the customer service number provided on the website, I spoke with two representatives. Unfortunately, one abruptly ended our call when I requested to speak with a supervisor, and the other call was disconnected. I am still without an explanation for the $23.19 discrepancy. I prefer using Instacart over the store's direct delivery service, but this situation has left me puzzled. I would appreciate it if this matter could be promptly addressed. Thank you, Pamela E.

Hello, I have been a shopper on your app for a few months now. I consistently receive top ratings for my reviews and I truly enjoy this job. This morning, I shopped for a customer at Acme in Feasterville. Unfortunately, the customer was unresponsive and rude, not providing any replacements for items they were out of, leaving me to make decisions on my own or issue refunds. Despite my efforts to handle the order correctly, the customer significantly reduced my tip and gave me a bad rating. I believe customers like this should not be allowed on the app as they can negatively impact shoppers like me who are just trying to earn a living. This incident has not only affected my finances but also my reputation on the platform. It would mean a lot to me if this situation could be addressed promptly. Thank you for your attention to this matter.

I need assistance with an Instacart order issue involving Lonnie Hopson. The order was canceled after approval, leaving him without food or funds due to using all his resources. Without a refund for 7-10 days, he couldn't reorder urgently needed items for his health. Despite promises from Instacart to waive fees and offer a discount, nothing was done, resulting in Lonnie having to go to the hospital for sustenance and medication. The situation has caused great distress, and I am prepared to seek legal action if necessary. Instacart's handling of this matter has led to significant social media backlash with over [redacted] views on Facebook. A prompt and satisfactory resolution is highly anticipated.

During the Covid-19 pandemic, I utilized Instacart's services. However, following the peak of the pandemic, I ceased using Instacart. Recently, my most recent order was erroneously delivered to a different address. Despite seeking assistance from both Instacart and Costco, I received no support. Consequently, I had to return the groceries to Costco and spend my Sunday re-purchasing the items I had originally intended to buy. This experience left me extremely disgruntled. To compound matters, I have received notification of my membership renewal from Instacart. I suspect that payment for the membership renewal might have been processed without my knowledge or consent. Due to a coma earlier this year that has significantly impacted my cognitive abilities, dealing with these issues has been exceptionally challenging for me. I was unaware of the automatic membership renewal system, and if any funds have already been charged to my credit card, I kindly request a refund. As a result of my health concerns and the lack of support in resolving the delivery mishap, I do not wish to continue my membership with Instacart. I respectfully ask for any funds deducted for the auto-renewal to be refunded promptly. Your assistance during this troubling time would be greatly appreciated.

Hello, this morning I ordered Growing Years milk for my toddler from Target. Unfortunately, the order was unexpectedly canceled on the application without any notice from the delivery person. I had to re-order from Bells Market and now find myself with four packs of milk at my door instead of the expected two. I was charged for all four, but I only need two as we will be traveling in early September and the milk will expire before we return. The delivery mishap and overcharge seem quite irresponsible and I am left puzzled by this situation.

I'm frustrated by the repeated need to appeal due to the number of issues I encounter. After sending an email expressing my concerns, I was informed that my account would be reviewed, but I have not received any further communication. I've been placing about three orders per week for over two years with very few problems. It's unclear why I've been categorized this way, causing distress, especially since I'm 77 years old and this situation is affecting my health. The specific issue was receiving the wrong item (meat instead of chicken lasagna), leading me to the appeals department for resolution. I urge a prompt review of my situation as I lack the energy to reiterate it. There should be no need to appeal such a straightforward matter. If necessary, my daughter may step in to advocate on my behalf online. I've been needlessly directed to appeals before, and being repeatedly sent there feels like harassment and potentially elder abuse. A swift response is appreciated.

Yesterday, I received an email from Instacart regarding a customer who reported not receiving their order. The email provided helpful tips to prevent this issue in the future. I promptly contacted customer support, but unfortunately, the customer could not be reached for further instructions. I was instructed by customer service to donate the unclaimed order as returning it to the store was not an option. Despite my effort to resolve the issue, I followed the instructions given to me by Instacart Trust & Safety Team.

On 9/29/22, I received a delivery from Smith's Store on NE Louisiana in Albuquerque, NM to [redacted] Florence Avenue NE, Albuquerque, NM [redacted] at 9 am as scheduled. The delivery consisted of 16 deli potato salad, 1 small bunch of green salad onions, and a head of lettuce that I did not order, meant for someone else. After contacting Smith's, I was directed to Instacart for assistance. The items have been refrigerated promptly and are available for pick up at the same delivery address. Thank you. - Elena Alexander

I reside in Summerville, SC, and my order was initially set for delivery on Friday, 09.30.22, between 11 AM and 1 PM. Due to Hurricane Ian, I assumed there might be a delay, but when I checked this morning at 9:58 AM, I discovered my order had been delivered at 9:03 AM without any notification. Despite requesting the delivery person to ring the doorbell upon arrival, no notification was sent, and consequently, $35 worth of meat was left on my porch for 55 minutes. Unfortunately, some of my vegetables wilted under the sun, while the cheese and yogurt remained cool. The lack of communication and the failure of the delivery person, Jessica, to ring the doorbell have made this experience quite unsatisfactory. This issue needs to be addressed promptly.

Yesterday, my neighbor placed an order with Instacart, and after 2 hours, her order still hadn't arrived. When the driver finally showed up, she threw the groceries on the ground, causing damage and proceeded to yell, swear, and behave aggressively towards me. Despite the driver's excuses about being late due to multiple deliveries, the unprofessional behavior was unacceptable. My neighbor, who had to leave for work, was shocked and upset by the treatment. The driver's attitude and actions were completely out of line, threatening violence and making derogatory remarks. This kind of behavior should not be tolerated in any company. The driver even mentioned blocking my neighbor from future orders, which is unfair. I was taken aback and felt compelled to confront the driver about the unacceptable delay and conduct. The whole incident was distressing and concerning. My neighbor now wants to file a complaint, but we are apprehensive about potential retaliation. The driver's unacceptable behavior and unprofessionalism need to be addressed promptly.

I work at Gerbes on Broadway in Columbia, Missouri and our store closed about 40 minutes ago. As I was returning from my break, an Instacart shopper arrived and inquired if we were closed. I confirmed that we were closed and he asked again if we were really closed. Once more, I informed him that we were closed. He mentioned having an order consisting entirely of liquor, to which I apologized but maintained that we were closed. Following this, he responded with inappropriate language including telling me "Forget You." Our store's operating hours are until 10 p.m., which is clearly stated on the app, website, Google, and the entrance. Despite his demands, I stood by the rules and did not reopen for his order, as prioritizing policy and safety is crucial.

I am feeling frustrated with the recurring issues I have been experiencing with Instacart. Multiple times, my orders have not been delivered correctly, and some have even been canceled for reasons like the delivery person claiming to have come when they didn't. Today alone, my order has been canceled three times, leaving me without the food I need despite being available at home. I am a 60-year-old individual with mobility challenges, and receiving assistance is crucial. The $5 credits offered do not address the larger problem of inconsistent service. I rely on Instacart due to my disability, but the unreliability is disappointing. I urge someone to reach out to discuss this matter promptly as I continue to face difficulties receiving my essential items. Thank you.

My Instacart shopper account got deactivated recently due to delivery time issues. I never tampered with delivery times and always went straight to customers' houses after shopping. I appealed the deactivation, but in under 4 minutes, I received a reply accusing me of fraud and refusing to reactivate my account. I spoke to multiple shopper support representatives; 2 said they would escalate the problem, which turned out impossible, and 1 suggested I reapply with different contact information. This violates the shopper agreement, and the support's advice is disappointing. I reached out to trust and safety, but they haven't responded except for a quick denial of my appeal. Instacart is my main income after losing my fiancé to COVID complications, so losing my account is devastating. I am struggling to get reactivated because I can't reach the right department. I am desperate for assistance.

I find navigating your website quite challenging. Today, I began online shopping at 9:30 to place a delivery order. After completing the order, I encountered an issue with my EBT card at checkout - it displayed a number on file and provided a delivery time. However, the delivery time kept getting pushed back throughout the day, eventually reaching nearly 5 pm. To my surprise, when I checked back, the order had disappeared, with none of the items I selected showing up. The site only displays a prior order for pick up on 12/2. There seems to be confusion regarding selecting a delivery time, as it is not clearly stated. The website needs to be more user-friendly, as I have noticed numerous complaints from other customers as well. Do I need to reorder all the groceries to receive what I need? My correct email address is provided below; I no longer use a Gmail account.

I have attempted to update my phone number on my shopper account four times, without success. Despite reaching out to online support and being escalated to a supervisor, I faced unresponsiveness for over 30 minutes before disconnecting. Hours spent trying to connect with your support team through phone and chat have yielded no results. I shared my phone bill, license pictures, and multiple images of myself with the team, but have not received any updates or responses. Considering this situation, I am worried about the safety of my private information, as it seems not to have been addressed by your safety team. My account, belonging to Jamie Taylor, originally had the phone number [redacted]. I request the activation of my new account, as per the suggestion of another support person, with the phone number [redacted]. Thank you for your assistance.

I used Instacart to purchase groceries from Aldi on December 1st. The total amount was $88.84. Unfortunately, there were three separate transactions for this amount, resulting in multiple charges and reversals. In the end, I was double charged $88.84, but then received a credit for $6.84. I am still waiting for the remaining $82.00 to be returned to my link card. I was informed that it would take 7 days for the credit to be processed, but it has now been 10 days. When can I expect the overcharged amount to be credited back to my card?

To the concerned party, my name is Angela Taylor. On December 2nd at 8:41 pm, a purchase totaling approximately $49.00 was made without my authorization. I have attempted to contact your team multiple times with no response. While this may seem insignificant to some, it is a significant amount for me. I did not approve this purchase and have taken legal action against the individual responsible for unauthorized card use. I have been persistently calling to request a full refund of the charged amount by Instacart. It has been nearly two weeks, and I urgently require a prompt refund. Thank you.

I am having trouble viewing any available batches on the app. Despite receiving alerts about available batches, every time I open the app on my phone, there are never any batches visible. I initially suspected it was due to my phone or an update, but even after signing in on another person's phone, the issue persists. I am unable to see any batches on my account while the person next to me can view them on their account. I have reached out to several individuals for assistance, but the problem remains unresolved since last Friday. This is a crucial time of the year for work, and not being able to access batches is putting a strain on my finances. It is frustrating that despite my efforts to seek help, I have not received any meaningful assistance. Communication through text has not proven effective in addressing this issue, and I am eager for a resolution that allows me to continue working and earning extra income.

I am experiencing trouble with my Instacart account as it seems to have been compromised. I am currently unable to access it due to being locked out. Despite reaching out to the Trust and Safety Team through multiple emails, their request for proof of identity including my credit card and Government ID has not resolved the issue. The additional request for verification of an unfamiliar credit card linked to my account, likely added by the hacker, has left me stuck in a cycle of unproductive communication via email and phone calls. Unfortunately, there is no direct contact number provided for the Trust and Safety team, making it challenging to escalate the matter. I am hoping to engage with a human representative from Instacart's Trust and Safety department for more effective assistance in resolving this breach.