Instacart Customer Service Issues

Post Update: Order scheduled for the 26th. Does this apply to Instacart/Kroger in Batesville now? Mayor Elumbaugh has announced a new initiative in Batesville. Starting March 26th, the City will offer a free grocery pick-up and delivery service for seniors. This service aims to assist seniors, who are at higher risk during the COVID-19 pandemic, in accessing their daily necessities. The program is exclusive to Batesville residents aged 55 and above. Grocery pick-up and delivery will be available Monday to Friday from 8:00 a.m. to 5:00 p.m. To utilize the service: place an order with a local grocery store, pay for it in advance, schedule a pick-up time, and then contact the City of Batesville with your details. A city employee will deliver the groceries in a city vehicle. It is important to be prompt in receiving the delivery to avoid spoilage. Any issues with the order need to be resolved directly with the store. No payments are required upon delivery as this is a complimentary service without the option for gratuity. For further assistance, reach out to the Batesville Parks and Recreation Department at [redacted], Option 1.

As an Instacart delivery driver, I am concerned as my scheduled tip payment for $[redacted].21 due on Tuesday between 8-9 pm has not arrived as of Wednesday at 11:13 am. Despite the app showing the payment has been made, my bank confirms no pending transactions. The inability to directly contact Instacart about payment issues is frustrating; as drivers, we need better support. If this matter is not resolved promptly, I may have to cease driving for Instacart. Your assistance in addressing this pay discrepancy is greatly appreciated.

I recently used Instacart to purchase groceries for a friend. I signed up for the $9.99 monthly plan but forgot to cancel it. I was charged for a year instead of a month without authorization. I'm seeking a refund of around $90, as this unexpected charge is causing financial strain during the pandemic. I have tried calling for the past three days but have been on hold for over an hour each time. I understand the current situation and appreciate your efforts, but I urgently need a resolution.

I am looking to cancel an order I recently placed, scheduled for next Tuesday, 03-31. I do not require delivery or pick-up. Currently, I have been on hold for 90 minutes with customer service and am unable to keep my phone engaged. Although I attempted to remove some items from my order, the system did not allow me to do so. I will also be canceling the order through my credit card company. You can reach out to me using the contact number on file if needed. Thank you.

We purchased and paid for two 2.5-gallon Arrowhead distilled water containers, but received drinking water instead, which is not suitable for our CAPA machines. After being on hold for over an hour, we were able to get them replaced supposedly at no cost, but we were still charged for the replacement which turned out to be two single gallon-sized containers that are cheaper. We are requesting either the correct product we paid for or a credit to our account. Additionally, today, we were on hold for over an hour and got disconnected after around 50 minutes.

I made an Instacart order from Safeway on March 24, and shopper Lewis G. began shopping the order at 10:30 AM. However, after ten hours, the shopper said the store couldn't release the order as it didn't show in their system. Now, twenty-seven hours later, the order still shows "Shopping" but has been abandoned. I require Instacart to delete the order and refund the $[redacted] charged to my credit card. I possess a full text transcript of communication between the shopper and me from yesterday.

My experience with Instacart has been extremely disappointing. We made an order on March 18th, which was repeatedly delayed with no delivery. Despite speaking with a representative on the 19th, the order was pushed back five days due to demand. Confusion continued as delivery dates kept changing on the 21st and 25th. Attempting to reach customer service only led to long wait times and no resolution. The lack of communication from Instacart is frustrating, leaving us unsure of when or if our groceries will arrive. It's been over two weeks now, and the service has completely failed to meet our needs.

I encountered an issue with an Instacart delivery where the driver stopped shopping midway due to a runny nose. I have been unsuccessful in reaching customer service despite holding on the phone for hours with no response. This was my first time using Instacart, and the experience has left me disappointed as I am in need of essential items like water. Please process a full refund promptly to allow me to purchase the necessary supplies.

I placed an order with Safeway through Instacart on March 25, [redacted], but I received incorrect items. Safeway wouldn't accept the return and suggested I contact their customer service. After a long wait and being told they couldn't help me, I reached out to Instacart but faced a 90-minute wait time. I can't stay on hold for that long, so I'm seeking advice on where to return the items for a refund. I am disappointed with the process between Instacart and Safeway. Dealing with this issue has been needlessly troublesome. I also received a fresh item that didn't seem fresh at all. Any assistance you can provide would be appreciated.

I am experiencing frustration with your website. We normally use Instacart with Costco and have been satisfied. However, when attempting to use your service with Stater Bros, I encountered issues. The website did not accept my email or password despite numerous attempts to log in. Eventually, using a different email for Stater Bros allowed me to place an order without requiring a password. Unfortunately, I was unable to log in to Stater Bros to make changes or additions to my order, even after multiple tries. I even attempted to reset the password with the new email, which unexpectedly directed me to Costco instead of Stater Bros. Given that my wife and I, both seniors with underlying health concerns, are relying on your service while in self-isolation, I am asking for prompt assistance in resolving this matter. Thank you, Howard Farer.

I placed an order four days ago with a scheduled delivery between 1 pm and 3 pm today, March 25, [redacted]. As of 7:23 pm, it still has not arrived, and Safeway closes at 9 pm. I have concerns about the food safety since I was informed five hours ago that my items were being gathered. I am elderly with pre-existing conditions and unable to shop in person. I tried calling at [redacted] and was told there is a [redacted]-minute wait. I am worried about whether the delivery will come tonight, if I will be charged, and if Safeway will address my issues.

My order from HEB arrived over three hours late. Two items I was charged for were missing, and the frozen items were all thawed out. The chicken packages were warm. Despite the current situation, this level of service is not acceptable. The shopper's name was Willimena. Dylan, who shopped for me before, did a good job, except for missing a bag of mandarins. When calling customer service, I was initially told the wait time was 60 minutes, but after 47 minutes on hold, it increased to over [redacted] minutes. I rely on this service to get groceries into my home, and I shouldn't have to go out shopping tomorrow after paying for this delivery.

I am experiencing difficulties placing my grocery order through Instacart online. I went through all the required steps, entered my address and selected a time slot, but when I tried to input my credit card details, I received error 1369A. Additionally, there seems to be a lock symbol restricting access to the credit card field. This issue is new to me, and I am eager to use Instacart, especially during the current COVID-19 situation. I am 83 years old and prefer not to visit the stores in person. Assistance in resolving this matter would be greatly appreciated. Thank you for your help.

I placed an order on Instacart with a scheduled delivery for today, 3/25, between 8:30-9:30pm. However, I received a notification at 10:33pm stating that the delivery was completed, even though we never received our order. When I tried to contact the driver, they only sent a picture of a house that is unfamiliar to us and then stopped responding to messages. I attempted to reach out again with no success. The delivery person mistakenly delivered our order to the wrong address, and now we are left without our food and unable to contact the driver for resolution. We are seeking a full refund but have been unable to reach customer service. The current wait time when calling is [redacted] minutes, and even after being on hold for an hour, the wait time continues to increase.

I am frustrated that I have not received my refund after using my own card for payment. I lost the receipt, but the recipients got their food. It seems unfair that Instacart was not credited for the payment I made. This refund is important to me, as it is for my rent. I could have returned everything, but Apple Pay was not successful. As a single mother, waiting for $[redacted] is challenging. It feels like I am being deprived of my money, although I paid for the groceries with my debit card during the shopping. I have not heard anything about the refund yet.

Yesterday at 4:30pm, I accepted a batch order with 2 customers and a $3 promo. I separated the orders as usual. When checking out, my Instacart card was declined. I couldn't reach Instacart Shopper Help last night despite trying repeatedly. Customers were upset, and I apologized to them. One customer missed their supper. They both want a refund. I believe I should be compensated as it was Instacart's fault, not mine, and for the $3 promo. I rely on this work for income. When will there be money on my card for shopping? My app's chat shows an Error. Please assist me. Thank you, Deborah W.

Hello, I reached out a few days ago regarding an issue with using a $10 referral promo, but unfortunately did not receive any response. Consequently, I had to proceed with my order without the discount. Today, my shopper made a substitution without my approval. The ice cream I ordered was replaced with a different, more expensive brand that offers less product. Given my tight student budget, I cannot afford to spend extra on pricier items. The financial strain is even more challenging as my graduation has been delayed by 6 months due to COVID-19. While I understand these are unprecedented times, the lack of consideration for customers facing financial difficulties is disheartening. I am hoping for assistance on how to obtain a refund for the substituted item and to apply the $10 discount as initially intended. Best regards, Meghan

I made an online order with a delivery window of 12pm-1pm today. I got a message at 12:07 pm about my address not showing correctly on GPS. I clarified it as a new street and provided a nearby one. Unfortunately, a woman from the service called me, sounded rude, and insisted on speaking on the phone. She even threatened to leave my groceries at the store if I didn't call her back. When I returned the call to address her behavior, she was still impolite. At this point, I requested a refund and ended the call. It's now 1:46pm, and my groceries haven't arrived. This level of disrespect is unacceptable. I won't be using this delivery service again.

I placed a $[redacted] order with my local Publix that never arrived as scheduled between 5:00pm and 6:00pm on March 25th. Throughout the process, I got text updates starting at 3:38pm that the shopper was making substitutions, which was fine. However, my groceries never showed up despite me being home all day. When I tried to leave feedback, I found out I couldn't review Alexis's service anymore. I attempted to call customer service but waited on hold for an hour and a half before accidentally disconnecting. Now, I've been asked to rate the shopping experience via text. I'm disappointed and would like a full refund, including the $10 tip, back to my card quickly so I can purchase the necessities again. I appreciate the effort during this challenging time but would like to know what happened with the delivery. Thank you for looking into this.

I noticed that my Credit Card was incorrectly charged $48.20 from Fred Meyer for groceries, even though the total should have been $42.23, including the delivery charge. I've spent significant time on the phone with customer service, which was unproductive as I got disconnected before resolving the issue. I kindly request for the incorrect charge of $48.20 to be corrected to $42.23 on my Credit Card promptly. Thank you, D. McBride. On a side note, the groceries were delivered to [redacted] Rimrock Circle, Medford Oregon [redacted] today.