Instacart Customer Service Issues

There needs to be a change in how Publix Subs are handled through Instacart. The current process of making shoppers decide how customers want their sub made is causing issues. Despite aiming for 5-star ratings, a recent experience led to a lower rating. The long wait times at the store and having to communicate numerous special instructions to a frustrated employee made the situation unpleasant. It would be more efficient if customers could customize their subs online through the Publix deli platform, allowing for a quicker in-and-out process for Instacart shoppers. This change would not only benefit shoppers by saving time but also improve overall customer satisfaction and performance metrics on the app. Collaborative efforts between Publix and Instacart to streamline this process would align with the goal of enhancing customer experience.

As an Instacart shopper, a customer insisted I had picked the wrong item, although I explained it matched their order and scanned correctly. They wanted unsalted peanuts instead of salted, which was not on my list. Despite clarifying the scanned item, they doubted me. I'm concerned about my rating being impacted. While they may have wanted unsalted peanuts, they indeed ordered salted ones mistakenly. How can I address this situation?

I have been in touch with Instacart customer service for several weeks now regarding a $14.99 charge from my bank account. After providing a screenshot as requested, I was ignored and advised to dispute it with my bank. I have discovered that this is a common issue based on BBB reviews. I am willing to resend the screenshot or provide previous email conversations. I am requesting a prompt refund or for a check to be mailed to me. This situation is unacceptable and reflects poorly on the company's professionalism.

Hi, Yesterday, I created an account and placed my first order with Instacart. However, shortly after placing the order, my account was suddenly deactivated for security reasons. Despite contacting customer service, I was informed to provide a photo ID and credit card, which I am hesitant to do. Additionally, the refund for the cancelled order has not been reflected in my account. It's frustrating that my account is inaccessible, preventing me from taking any actions. I find this situation unreasonable. I urge Instacart to clarify why this occurred and ensure that I receive a refund promptly. Requiring sensitive documents to be sent via email raises privacy concerns. I would appreciate a prompt resolution to this issue as I have been trying to address it since yesterday.

I have been waiting on the phone for over 40 minutes. I understand that your platform is experiencing issues, but if it's down, ordering should be disabled. My order was modified without my approval, and I was not given the chance to select alternatives. The shopper assured me she would contact me before finalizing substitutions, which did not happen. A 1 lb pack of ground chicken was mistakenly added to my order. I initially requested a $1.79 dozen eggs along with 10 hard-boiled eggs, but the hard-boiled eggs were substituted with $4.79 free-range eggs. Similarly, I ordered two boxes of 12-count green tea k-cups but received tea bags instead. I requested two containers of [redacted] metamucil capsules, but only one was processed due to system issues. I am requesting a full refund for these items that were either mistakenly added or substituted without my consent because the promised call before checkout did not occur. I prefer a refund to my credit card for the entire amount, including taxes and fees, rather than credit towards my account.

I am considering not attending my interview today if you require employees to be [redacted] contractors. I believe a W2 arrangement would benefit both the company and potential employees. A solid business plan focusing on employee earnings could attract more talent and increase overall business. It may be helpful to assign online representatives to assist customers with disabilities in placing orders, expanding the company's reach. Marketing the business effectively and providing detailed explanations could generate more interest and revenue. Offering delivery services to a wider area and adjusting operating hours could also boost profitability and employee earnings. Organizing employee schedules efficiently and ensuring fair distribution of delivery opportunities could result in a more sustainable income for everyone involved. I hope you consider these suggestions to improve the company's operations and benefit both employees and customers.

I am reaching out because despite speaking with customer service and being assured that my issue would be resolved, my bank account has not been corrected as promised. In January, my Instacart membership was charged to my Mastercard, which did not have sufficient funds, resulting in an email stating my membership was expiring. Before I could address this, Instacart illegally charged $9.99 to my U.S. bank account, causing a $36 overdraft. After contacting customer service, I was informed the $9.99 charge would be refunded. Yet, the charge went through, and I am unable to use the service until paperwork arrives to unblock my account. Additionally, the $36 overdraft needs to be reimbursed. Instacart assured me last night that they would refund the $9.99, but this has not happened. The situation must be rectified promptly as I cannot access their services or access my account until the matter is resolved satisfactorily.

I ordered from Publix, benefiting from a great buy one, get one free deal on many items. I selected two loaves of Pepperidge Farms bread - one potato and one hearty white. They were out of the potato bread, so I requested to replace both Pepperidge Farms loaves with one Martin's potato bread. The shopper only replaced one loaf and left the other on the order without purchasing it. Consequently, I paid for the Pepperidge Farms bread, but only received the Martin's potato bread. I ended up paying $4.45 for each loaf as the buy one, get one free deal was no longer applied. I would appreciate a refund for the Pepperidge Farms loaves that were replaced but never purchased. This order was a replacement for a previous one that was missing items, so I'm disappointed with this experience.

I made an order yesterday, received a delivery alert. My husband checked the parcel box for the groceries, but they were missing. I reached out to customer service five times without a response. This was my 42nd order, and although I've had some past issues like missing items, they were resolved promptly. I cancelled my membership today and am seeking a refund for the undelivered groceries totaling $87.72. If I don't hear back, I will escalate this by disputing the charges with my bank.

I am having trouble updating my bank account details on Instacart to direct my $[redacted].15 payment. Despite contacting customer support and explaining my issue multiple times, I have not been able to access my funds successfully. When I initially signed up for Instacart, I provided a debit card and bank account number that are not linked to my current banking account. I have since updated my card, account, and routing details, but the payment was already sent out and has been processing since January 13, [redacted]. The individuals I have spoken to have been unable to resolve this issue, and it seems they have not been able to communicate my problem effectively to the accounting department. I am frustrated after many attempts to resolve this. Please assist. Thank you.

My name is Kia Davis, and a couple of weeks ago, I discussed an issue with an order. I urgently needed the money to support myself and my mom through this difficult time. After accepting the order, I picked up the groceries but couldn't locate the correct delivery spot. Struggling to reach Instacart support in that area, I returned the items to Kroger. Unfortunately, the customer service representative at the store didn't provide a receipt for the return. Working at Kroger, I wouldn't wrongfully keep someone's groceries. This being my first time facing such a situation, I mistakenly marked the delivery as complete. The following day I received another order, only to find out that my account got deactivated. I take full accountability for the confusion and kindly request reinstatement of my account, as I rely on this job for financial support. Sincerely, Kia Davis

Due to my broken car, I ordered groceries for dinner, including Alfredo sauce. Unfortunately, ALDI was out of it and substituted it with pesto, which I do not use. Despite notifying the delivery person, they insisted I return the item myself as they were already en route. Additionally, I was charged more for this unwanted substitution. This experience was disappointing as I now have to find an alternative for dinner due to the incomplete meal provided.

I am having trouble with shoppers from the Raleigh office. Today, I placed an order and did not receive updates on who was shopping my order or when the driver was on the way. I only got an email saying my order was canceled, and I was refunded. When I contacted them, they texted me at 2:23 claiming they couldn't notify me, which is not true as my contact details are in the delivery instructions. I reordered, and now my order is delayed with two different shoppers assigned. The app shows the order is being shopped, but the status remains received.

When I went to pick up the order, the app confused me by assigning two different customers' items. At checkout, I received two barcodes for Person A and Person B's groceries, which caused confusion. Unfortunately, the cashier scanned the wrong barcode leading to payment issues. I attempted a refund and re-payment, but my Instacart debit card got blocked. I plan to contact shopper support to resolve this. As a result, I won't be able to deliver your groceries promptly as intended. I have been charged $40 for the order, but the groceries were not delivered.

I received my order recently, but there was an issue with the delivery driver. Instead of coming to the front door, he attempted to access the back door. This resulted in damage to my back gate as he forced his way in by breaking the chain. When questioned, he explained that the GPS led him to the back and he chose not to circle around to the front entrance. I was surprised by his actions and have photographic evidence of the damaged gate.

Yesterday, I updated my credit card information, but it was flagged as suspicious by Instacart, leading to a temporary suspension of my account. I'm hoping this issue has been resolved and that I can resume using the service today on Feb. 13/20. Despite my previous use of Instacart, I now have to provide a photo ID online, as requested in the email they sent me. I am unsure how to proceed with this verification process and feel frustrated having to prove my identity, especially when I have been a loyal user. If they continue to reject my new credit card, I may have to consider no longer using their service in the future.

A friend who drives for Instacart convinced me to try it while my car was being repaired for three weeks. I signed up and everything seemed fine until today when $[redacted] was unexpectedly deducted from my account, causing issues with my finances. I did not anticipate this charge and would not have agreed to it during the toughest financial month of my life. There are alternative ways to get groceries, so I feel surprised by this unexpected charge. I recall seeing something about signing up for free or downloading the app for free, so I am frustrated by this situation.

Yesterday, I spoke with an agent on the app regarding in-store shopping. After a brief conversation, the agent assured me that I could reactivate my account at any time. However, my account is currently inactive and has been reset. I am unable to proceed past the initial screen that prompts the shopper requirements. Upon attempting to meet the requirements, I am directed to a page indicating that there are no openings for full-service shoppers and that in-store shopping is not available in my area. Despite being told by agents that my zone was open and that I just needed to complete my application, I am unable to progress to that stage. I am concerned about losing out on payments, missing past batches, and not being able to work today. I would appreciate the opportunity to speak with someone over the phone.

This is my first time using this app, and I was impressed with it being here within 2 hours. However, I received a notification 20 minutes before the supposed delivery time, stating it would be delayed for at least another hour. As a parent with children, this delay causes inconvenience as I won't be home during the extended delivery time. While I understand that unexpected events can occur, it would be preferable not to provide a specific delivery time if it cannot be guaranteed. I hope that my frozen items are well-maintained in a temperature-controlled bag as the shopper completed the order 10 minutes ago, and the delivery is still at least 2 hours away.

I noticed that my account has been charged $9.99 monthly for an Instacart Express subscription, which I did not sign up for and do not use. I am disappointed and frustrated by this unauthorized charge. I had only used Instacart once to order groceries, and I have no interest in continuing to use the service. I want a refund for the charges and would like to have my account deleted to prevent any future charges.