Instacart Customer Service Issues

During my first Wegmans order, the shopper could only fulfill a few items, making the order unnecessary. Despite being told it was in progress, I never received it and did not get a full refund as promised by the representative I spoke to. Subsequently, I ordered from BJ's yesterday. Initially, I was informed it would arrive by 1 p.m., but after multiple messages delaying it until as late as 11 p.m., it ultimately could not be delivered. I tried to reschedule, but no slots were available. I am awaiting either my order or a full refund and should not be charged service fees for either order. This has been very inconvenient, especially during this critical time. I would appreciate guidance on how to address these matters. I recognize the challenging circumstances but hope for a resolution. Thank you, Bernadette.

I placed an order through Kroger, fulfilled by Instacart, for delivery. Unfortunately, the order was wrong, and the price increased from $73 to almost $89 upon delivery by "Savannah T." There were numerous substitutions, like receiving plantains instead of bananas and blueberries instead of strawberries. The CoffeeMate creamer deal I ordered changed as well, with different flavors sent, costing more than expected. Even the vitamin water flavors were swapped for ones I don't like. I ended up with items I won't use, like purple grapes instead of green. With 10 items missing and the price inflated, I feel frustrated as my budget was impacted. I hope for either a refund or to receive the correct items without extra charges. Instacart's service was disappointing, and resolving this matter promptly is crucial, as I paid $10 for these incorrect items to be brought to my home. Contact me at [redacted] as I haven't had luck reaching out by phone. Your help is appreciated.

I placed an order with BJs Wholesale. I was informed by "Jorge" that only one item was available, so I requested the full order to be canceled, which he confirmed. However, I received a text stating that the one available item was delivered, which is not the case. My local BJs directed me to contact Instacart. After several unsuccessful calls to Instacart, each with a 59-minute wait time, I have resorted to emailing them for assistance. Despite my efforts, I have not received any items from the order and have reached out to my credit card company for support. As a senior citizen relying on home delivery during the pandemic, I am disappointed in what seems to be a misrepresentation by BJs and Instacart regarding their delivery services. Your guidance on this matter would be appreciated.

On March 21, [redacted], I placed two orders, one with Laura and the other with Princess B on Instacart. Laura faced difficulties and left my order near the door. I mistakenly confirmed the delivery, which was actually meant for Princess B, who successfully delivered the second order. Despite being informed of Laura's delivery, I never received the order placed at Aldi's in Conyers, Georgia for $14.88. I have screenshots of communication with Instacart regarding this issue. I kindly request a refund for the undelivered order from Laura.

I waited on hold with customer service for over 2 hours only to be disconnected when my call was answered. This was my first time using this service, and the experience was disappointing. The item I received as a substitute was not to my liking, and I believe customers should be informed about any substitutions beforehand. Dealing with this issue has taken up almost 3 hours of my time, including returning the incorrect products. I am unhappy about being charged a $9.95 delivery fee for items that were not what I originally ordered. I request a callback to address this matter. My contact number is [redacted]. - Stephanie Mahon

I was recently notified by the Instacart shopper that my credit card was declined for the order they picked up at Homeland grocery store tonight. Despite confirming I had sufficient funds, I reached out to my bank but was placed on hold. In the interim, the Instacart employee delivered the order and mentioned she had covered the costs from her pocket. She requested $30 to reimburse her, and upon payment, she departed. Subsequently, my bank informed me that the transaction had indeed gone through. The Instacart delivery person falsely claimed my payment had been declined, deceiving me into giving her $30 in cash. I am incredibly upset by this incident. Having been a loyal Instacart user, I find this behavior deceitful and fraudulent. I have reported this matter to my bank and am seeking reimbursement. I insist upon resolution of this issue with the employee involved. I expect a prompt response and can be reached at [redacted].

We placed an order for groceries from Aldi. I got a text message at 12:12 pm on 3/23/20 informing me that the groceries were en route with an expected arrival at 1:10 pm. Another message came at 12:46 pm stating that the groceries would be arriving shortly with no specific ETA. When the driver, Melvina, showed up, she only called one of the phone numbers provided in the instructions, didn't text either number, and failed to knock on the door. After her call, we tried to reach her back within three minutes, but she had already left. No refund has been issued, and no effort was made to come back and deliver the groceries. The driver was instructed to use the driveway on 22nd PL and contact us at [redacted] or [redacted] upon arrival, but she only called once, didn't text, and didn't attempt the delivery. This occurred after the purchase at Aldi on US1 in Fort Pierce. We are facing difficulty as we haven't received a refund, leaving us with no funds for groceries with five hungry children to feed. This situation is completely unacceptable, especially during these challenging times.

I rescheduled my order for yesterday, but even though a shopper supposedly began shopping, nothing was actually purchased. I received a notification prompting me to reschedule or cancel, but I can't proceed as it shows my order as started. I've attempted to contact customer service through their website with no luck. After waiting on hold for 2 hours on the phone, then another hour, there's been no resolution. Moreover, they've placed a $[redacted] hold on my credit card, significantly over my anticipated total to allow for potential adjustments. The current system isn't aligning well with the stay-at-home guidelines. I'm looking to receive my groceries promptly with an estimated delivery time and a credit for the time wasted.

I received my Instacart order today from Publix on Hwy 5 in Douglasville, GA [redacted]. Unfortunately, there were some missing items that I was charged for without being informed about any out-of-stock items. I need to report the missing items and request a refund to my Visa card. Despite the challenges shoppers face with substitutions, I just need assistance correcting this issue. The missing items include 2 6-packs of paper towels, 2 packages of toilet paper, bananas, canned turnip greens, Arm & Hammer laundry detergent, and 2 bottles of alcohol. Please reach me at [redacted], [redacted], or [redacted]. Thank you! Rita Randall at [redacted] Eton Court, Douglasville, GA [redacted]. I tried to check my order for any other missing items, but I can no longer view it. Your help is greatly appreciated!

I recently made a purchase on InstantCart for various items, but unfortunately, most of them were unavailable. Upon notification, I was informed I would receive substitute yogurt, lightbulbs, and red potatoes, but these items were not delivered. Instead of the promised substitutes, I only received the onions and sweet potatoes I originally ordered. With a charge of nearly $[redacted], I am requesting a full refund for the missing items. If this matter is not resolved, I will escalate it to the appropriate authorities to address price gouging during this crisis. Thank you. Maria Pryshlak

I received a text message asking to cancel my order as it couldn't be completed. I tried to contact Instacart for over 2 hours, but the call got disconnected. As a new customer, I'm unsure how to cancel the order. My Publix order had 22 items, some likely in stock. The shopper hasn't replied to my messages. The order status shows 0 of 22 items shopped with Iris still shopping. Placed at 12:54 pm, it's now 4:49 pm. Wondering if a new shopper has taken the order. What steps should I take to receive my items and prevent double charges?

I would like to cancel my trial subscription to avoid being charged. I've been on hold for over an hour, trying both email and phone contact. The hold music is unbearable, and the current wait time keeps changing. I'm frustrated with the long wait and lack of response. Technology should make this process easier, not harder. I've dedicated enough time to this and need it resolved promptly. Your customer service is not meeting expectations. Please assist me promptly so I can end this call.

My first Instacart delivery, 30 minutes ago, from Key Food (zip code [redacted]) missed over half the items I ordered. The items missing are: 1 gallon of milk, 2 cans of frozen juice, 4 cans of chicken soup, and 1 box of Pacific Creamy Red Pepper Tomato soup. I also ordered 2 carrots for $1.30 but was charged $7 for giant plastic boxes of organic carrot sticks that I didn't want. The Key Food shopper notified me that she couldn't find eggs, beef, or trash bags on my list. Though I was charged $47.88, all I received in this delivery was: 1 jar of Ragu, 1 loaf of bread, 2 white onions, 4 bananas, 1 avocado, 2 tomatoes, 1 bag of frozen green beans, and $6.67 worth of the wrong boxed carrot sticks. This amounts to under $20 of items. Additionally, there was a jar of salsa included that I did not order. Please confirm the correct charges. Thank you! - Liesl

On Thursday, March 19, [redacted], I placed an online order at Fry's on RH Johnson Blvd in Sun City West. The total was $93 and some change. My personal shopper, Kristoffer, issued a refund for several items and replaced them with ones I did not want, resulting in a new total of $49 and some change. Despite trying to contact Fry's by phone without success, I was informed by their customer service that this issue must be resolved by your office. I would appreciate a prompt response to this email as I am frustrated with the long wait times on the phone. Perhaps hiring additional staff could help improve customer service. Thank you. - BM

On Sunday, 3/22, Jameel shopped at Kroger for me. Unfortunately, some items were missing, including Cape Cod chips, Wolf chili, tuna in oil, and tuna pouch. The ground beef I received was smashed and warm, I suspect it was out of the freezer for too long before delivery. Jameel brought 4 tomatoes on 2 vines when I only wanted 2, they will likely go bad before I can use them. The Healthy Choice BBQ is too spicy for me, and the green onion dip is too large. Instead of Kraft Mac & Cheese, I got organic white cheddar, which I don't like. Additionally, the hamburger buns were the wrong size and type. I'm running out of room to list more grievances.

I did not receive several items I ordered and I also did not receive any notification about the refunds for these missing items. The final total does not account for the adjustments for the missing items. Some missing items seem to have been marked as "found," which makes me suspect theft. In addition, I received an item that I did not order (Pork ribs in white butcher paper). I am quite dissatisfied with this experience as there was minimal communication from the shopper, and my order has several issues. I only received 16 out of the 27 items originally ordered and I only received refunds for 4 items. I am expecting appropriate refunds or credits promptly. It is understandable if items are out of stock, but I should not be charged for items that are not delivered.

Hello, I placed an order through Instacart for Aldi at 12:47pm on 03/23/[redacted], and my order was received, with the estimated delivery time set for 5:00pm the same day. Despite some delays, I was understanding. However, the repeated delays resulted in the store closing before my delivery could be made. Shopper "Fred" initially started putting together my order, followed by shopper "Roger", who messaged me around 6:50pm to do the same, but nothing went into the cart. I attempted to message "Roger" but couldn't due to the inactive thread. As a result, I did not receive my delivery, though my credit card was still charged. Despite sending 16 emails requesting a refund and being unable to resolve the issue via the app or on my computer, the order status remained unchanged. I urgently need the refund to buy groceries. I appreciate your understanding of the current situation but kindly ask for prompt assistance in processing the refund. Thank you for your attention to this matter. S.M.

I placed an order (#[redacted]14) at Publix Grocery Store in Rome, Georgia on March 23, [redacted]. My items were delivered at 2:30 PM. Mary A, the shopper, called me during the shopping process. I ordered 5 Smart Ones, but only received 2. The receipt shows I was charged for all 5. I am missing one Smart Ones Santa Fe Rice and Beans, one Smart Ones Savory Chicken Fettucine, and one Smart Ones Three Cheese Ziti Marinara. Additionally, there was an unexpected $5.13 tip charge. Despite Mary A's suggestion, I paid her in cash. I was dissatisfied with her lack of protective clothing. I am unhappy with this experience and seek a prompt resolution. Please contact me via email.

Good morning, I encountered an issue with a delivery I made yesterday for two different parties. When I attempted to pay, the Instacart payment card was not accepted, leading to one party's order being incomplete. Additionally, I am uncertain about my earnings for yesterday as there is no record of it in the application. I am concerned that the payment card may not be active. I appreciate any assistance you can provide.

My name is Judith R., residing at [redacted] Brentwood Park Circle, Tampa, FL [redacted]. I had an Instacart order pending at my local Publix store scheduled for delivery on 3/24 in the late afternoon. The shopper, Sayrly E., abandoned my order one-third of the way through shopping and advised me to contact Instacart, leading to multiple email notifications with inaccurate delivery time changes. Even though the Instacart message claims my items are in cold storage, this is not the case. I am requesting a full refund to my card promptly and confirmation of the refund today. I encountered extended wait times on hold with Instacart for over two hours both yesterday and today before the call was disconnected automatically. I have also sent numerous emails regarding this issue.