Instacart Customer Service Issues

Archive 8

The following are issues that customers reported to GetHuman about Instacart customer service, archive #8. It includes a selection of 20 issue(s) reported March 13, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
On March 1st, I received a delivery from Instacart. Last night, March 11, while reviewing my accounts, I discovered that my groceries were charged to a Mastercard account, although I do not own a Mastercard. I promptly contacted the store and spoke with the manager, who mentioned sending a note, but was otherwise unable to assist further. Despite trying to contact Mastercard through various methods to speak with a representative, I was unsuccessful. I also attempted to reach out to Instacart on the day of my delivery due to issues but encountered difficulties. A staff member, with whom I struggled to communicate, recommended reinstalling the app after deleting it, which I did, only to face login problems. Feeling frustrated, I postponed further attempts until noticing the billing discrepancy last night. Unfortunately, the app did not recognize me as a customer. Tonight, while trying to contact support, I am faced with a 59-minute wait time. I am concerned about someone else unknowingly covering my grocery expenses or negatively impacting an Instacart shopper. I am unsure how to rectify this situation and would appreciate assistance. I am seeking a contact number for Mastercard and a chance to speak with a live person. Ideally, I would like Instacart to charge the credit card linked to my account and advise Mastercard of my attempts to notify them.
Reported by GetHuman-reacher on Freitag, 13. März 2020 00:26
I am trying to place an order for my 87 year old mother at [redacted] Wyndam Road in Pennsauken, NJ. I have been ordering her groceries through your service for a year, from Wegman's and Shop Rite Cherry Hill. The delivery times have been inconsistent recently, causing inconvenience with caretakers at her home. I scheduled around a predicted Saturday evening delivery which is now showing as Sunday. Can you provide accurate delivery windows for her two upcoming orders? We have been loyal customers for over a year, and it's crucial to have reliable service, especially for elderly customers. I understand the challenges due to the pandemic, but consistency is key for those who depend on your services.
Reported by GetHuman4460949 on Freitag, 13. März 2020 20:11
Today at 5:45 PM, I received an order from Bryan Station Kroger in Lexington, KY. However, the order was incomplete. I am missing one six-pack of beer, a case of water, a bottle of Advil, three pizzas, and several Lean Cuisines. I believe there may be other missing items, but I do not have a final order list. The website states I will receive an order summary via email, but I have not received it yet. Although these missing items are not critical, I want to ensure I am not charged for them. I request a complete list of what I should have received and been billed for, as well as a list of items that were ordered but not sent. Given that the charges may exceed $20.00, I would like to verify that I am not billed for these missing items. Even during these busy times at Kroger, I appreciate your assistance in resolving this matter promptly. Thank you, Annette C. Lexington, KY
Reported by GetHuman-nettoky on Freitag, 13. März 2020 23:40
I recently placed an order and followed its progress. Unfortunately, the shopper was unable to locate any of the items I requested and had to issue a refund for all items. I was instructed to cancel my order but could not find the option to do so on the app. The shopper mentioned they had to purchase an additional item due to a technical issue with the app. However, as no items were successfully purchased, I am requesting a full refund for the entire order as all items were out of stock. I have already reached out to Instacart via email to process the refund for me.
Reported by GetHuman-fairiele on Samstag, 14. März 2020 04:53
On March 13, [redacted], I placed an order for groceries from Kroger, expecting delivery within 2 hours. Having spent over $[redacted].00, my groceries have yet to arrive as of March 14, [redacted]. However, my account now indicates delivery for March 15, [redacted]. I understand it's a busy time, but waiting this long is frustrating. I've tried reaching out to the person handling my order without success. The online progress bar for my order hasn't changed since yesterday. I'm in need of assistance!
Reported by GetHuman4464874 on Samstag, 14. März 2020 15:33
I was supposed to receive my order from Acme yesterday, but the phone showed it as completed and delivered. I have not received my food order. I've tried contacting them via texts and calls and even spoke to the manager at Acme, but my order is still missing. The shopper for this order was Megan, and the Order #[redacted]74 was provided in a text from Instacart changing the delivery time. There were also directions to my home on the order. I need help locating my order as I am a long-time Instacart client of 1-1/2 years and have mobility challenges. Please assist me in finding out where my order is located.
Reported by GetHuman4479959 on Dienstag, 17. März 2020 14:36
I am facing an issue with my recent grocery order through Instacart. Initially, a hold for $90 was placed on my checking account. However, when my shopper paid for the groceries, they were charged separately to my account in addition to the hold. This resulted in my groceries costing more than double the actual amount. Due to this, my shopper had to return an item I wanted to purchase. The total grocery bill was $51 and some change, but my Instacart receipt shows $41 and change. I am confused about why the $90 hold wasn't used for the groceries and when it will be released from my account. I also have receipts from Publix and Instacart with differing amounts. As a first-time Instacart user, I would appreciate any clarification and assistance in resolving this situation. Thank you for your support.
Reported by GetHuman-kllmckee on Dienstag, 17. März 2020 16:00
I recently received my Visa bill, and I noticed four separate charges from Instacart on 2/27 for a single order. The situation was quite frustrating as the shopper had to make two trips due to an issue with the expensive filet of beef I had ordered. He only delivered half initially and had to return to complete the delivery. This resulted in a disappointing experience as I had to cook and serve the beef in two parts for guests who were arriving. The shopper mentioned trying to reach me unsuccessfully while I was on the phone. The most puzzling part is why there are four separate charges on my Visa bill for this order. It was a big letdown, especially since family members had come into town for a special birthday celebration.
Reported by GetHuman-jkbozer on Mittwoch, 18. März 2020 01:47
My order was marked as delivered at 11:40 today, but it never arrived at my address even though I was home. It's frustrating that this issue hasn't been resolved since the 18th. I haven't received my food, and Instalcart hasn't reached out besides sending surveys. It seems like I have to come up with the solution myself – all I want is a refund. It's possible someone else received the delivery, but I didn't. I'm disappointed with the lack of assistance from your customer service team.
Reported by GetHuman-dibbz on Mittwoch, 18. März 2020 22:27
I placed an order on Instacart for about $[redacted] on March 14. The website shows it was delivered tonight, March 18, at 7:07, but I haven't received it. I've been attempting to reach customer service, but no one has answered the phone after being on hold for over an hour. I don't want any substitutions; if the items aren't available, please refund me instead of the chicken soup. The order supposedly arrived from Kevin, but I was at home, and my neighbors didn't receive it either. I was ready to accept the delivery, especially since I selected a delivery time between 8 and 9. This situation is really frustrating.
Reported by GetHuman-trina_ai on Donnerstag, 19. März 2020 01:57
Hello, I recently created an account with your service, but mistakenly added an extra "l" at the end of my email address, making it impossible for me to receive emails or access the app. I am eager to use the app and would greatly appreciate it if someone could correct my email address from [redacted] to [redacted] I have reached out through notes and calls to customer service, but the assistance provided indicated a discrepancy in the waiting time. I am simply looking to have the extra "l" removed from my email address to resolve this issue. I value your services and hope to continue using them, but I have been unsuccessful in resolving this for the past week. Kindly contact me at [redacted] Thank you.
Reported by GetHuman4493969 on Donnerstag, 19. März 2020 18:36
Four days ago, I placed a delivery order from Sprouts for this upcoming Saturday morning. Last night, I ordered from Vincente Market, and they surprisingly stated a two-hour delivery time. However, they canceled five minutes before the scheduled delivery time. I am unable to find my Sprouts order online now, and I provided a credit card for the substantial order. I am concerned about not having any food at home. I am uncertain whether Vincente Market charged $95 to my account, as I have not received any responses to my two morning emails. While they mentioned a $10 credit, I am more interested in receiving the food. I urgently need to confirm if the Sprouts order is still on schedule, as we rely on it due to our inability to leave the house. I acknowledge the current crisis we are all facing, but the recent experiences with both Vincente Market and Sprouts have been extremely frustrating. I kindly request prompt clarification regarding my Sprouts order and the resolution of the Vincente Market charge query. Thank you.
Reported by GetHuman-susan_bl on Donnerstag, 19. März 2020 18:43
I did not receive all the items I ordered today. Instead of the 2 1360g Nesquik chocolate powder cans, I got 2 540g cans, and the 1kg Great Value Lemon Flavored Iced Tea Mix was missing. I was not told why there were substitutions, and I was still charged for the items. I thought my order was correct despite the meat product changes, as I was not feeling well when the shopper arrived. I unpacked everything, and only then realized the missing items and substitutions. My final total does not reflect these changes, so I am requesting a refund within 24 hours. Thank you. -Gary F.
Reported by GetHuman-garyfeat on Donnerstag, 19. März 2020 23:20
I did not receive my $[redacted] grocery delivery today. I contacted Instacart, but I was put on hold with just music playing. I also tried the chat, but no one responded. I sent an email and only got an automatic reply. I have been a customer of this service for about 10 months without any issues, so I am extremely upset that this happened, especially since I have already been charged. I rely on this service because I do not own a car, and I appreciate the convenience of having my groceries delivered to save time and avoid the hassle of other transportation methods for grocery shopping.
Reported by GetHuman-jeananit on Freitag, 20. März 2020 01:17
My name is Bert H. and yesterday, on March 19, [redacted], I faced challenges while trying to complete a batch of 43 items at Fred Meyer for the customer Clarra D. Due to app malfunctions, my phone battery died each time I tried to contact support. After managing to restart my phone, I proceeded to the cashier, who encountered issues scanning the Instacart barcode multiple times. Despite attempting to reach Instacart for a new barcode, I found no success even after waiting for over two hours. Eventually, the customer had to request cancellation of the grocery order. I tried reaching out through text messages but received no response. The batch still shows as awaiting delivery in the app. I request that the batch be removed to resume normal app activity, and I believe compensation is warranted for the time spent on this issue without any support. Thank you. - Bert H.
Reported by GetHuman-berthayw on Freitag, 20. März 2020 09:08
My experience with Instacart has been disappointing. I placed an order before 4 pm yesterday at the Real Canadian Superstore in Vernon BC with a delivery window of 5 hours, ending at 9 pm. Starting from 7 pm, I received several texts informing me of delays, with each text pushing the delivery time further back. The last message I received at 9:29 pm rescheduled the delivery for 11:00 to 11:30 pm. I emailed this morning at 8:36 am for an update on my order and was told I'd get a response within 2 hours. It's now past that time, and I'm still waiting. I'm curious to know when I can expect my order to be delivered.
Reported by GetHuman4499564 on Freitag, 20. März 2020 19:30
I purchased groceries on 3/14 and noticed missing items when they were delivered. Contacted customer service on 3/16 for redelivery. The driver, Gary, claimed to have left the groceries after no answer at the door, but my security camera proves he didn't come to my house. He mistakenly went to 49th St. instead of 49th Terrace. Although he refunded the walnuts, the credit falls short of what I paid initially. I'm expecting the remaining groceries to be delivered this weekend and my credit card to be adjusted accordingly. While I understand the current crisis, a week to resolve this issue is concerning. I recommend staff double-check their work and use GPS for deliveries to avoid such mistakes. Disappointed with the service, Cathyrn Colton.
Reported by GetHuman4499763 on Freitag, 20. März 2020 19:59
As a full-service Shopper, I recently completed a shopping order at CVS and was on my way to deliver it to the customer when my car had a major problem. The hood came loose and hit the windshield, causing significant damage. I safely pulled over, secured the hood, and managed to drive home. After assessing the damage with my husband, I reached out to the customer to explain the delay. I also tried contacting the in-app support team at Instacart to report the issue and find the best solution. Unfortunately, I have not received a response from the Instacart chat support despite their advertised shorter waiting times. I have been waiting for over an hour without any assistance while my customer is waiting for their delivery.
Reported by GetHuman4240615 on Freitag, 20. März 2020 21:10
Hello, I recently received my Sprouts order via Instacart delivery, and the experience was disastrous. The Instacart associate left the groceries in the middle of the sidewalk during rain instead of bringing them to my front door. They failed to inform me about the delivery as well. With the groceries exposed to rain for 45 minutes, everything was ruined. Given the circumstances, I couldn't risk using the items. I am extremely disappointed with the driver's lack of hygiene and respect. I am requesting a full refund for this purchase and would appreciate your prompt assistance in resolving this matter. Thank you, Joaquín B.
Reported by GetHuman-quimbove on Freitag, 20. März 2020 23:12
I am experiencing difficulty receiving my order from Instacart because of technical issues, leading me to request a refund. While my Instacart Shopper is attempting to assist, they are unable to reach support for resolution. The Shopper mentioned, "There is an issue with the order as your items and another customer's items are combined, and the other customer decided to cancel during the process. Consequently, I am unable to proceed to the checkout step. I believe the only option left is to cancel the order. Despite waiting for over an hour to contact support, I have been unsuccessful. Randall's was closing, and due to the other customer's cancellation, I could not make the payment for your order. I tried to cancel on my end but faced challenges reaching support promptly. It seems the other customer also encountered difficulties cancelling and was unsuccessful."
Reported by GetHuman-aryalsmi on Samstag, 21. März 2020 03:35

Help me with my Instacart issue

Need to call Instacart?

If you need to call Instacart customer service, now that you have the answers that you needed, click the button below. You can either call them on your phone or use our free AI-powered phone to dial for you, get a rep for you, and more.
Call Instacart
Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!