Instacart Customer Service Issues

Archive 11

The following are issues that customers reported to GetHuman about Instacart customer service, archive #11. It includes a selection of 20 issue(s) reported March 26, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I placed an order for groceries on Instacart.com. I selected Fred Meyer at [redacted]-WA [redacted]. Despite living in Bonney Lake with a Buckley zip code, Instacart initially said they could deliver to my address when I provided "[redacted] Entwhistle Rd. E." But during checkout, I received a message saying they couldn't deliver to my address. I am unable to go out, and the store is just a few miles away. I believe there is a misunderstanding. I hope this can be resolved as soon as possible. Thank you, Susan M.
Reported by GetHuman-susanrmm on Donnerstag, 26. März 2020 22:05
I have noticed discrepancies with the quantities of food I was charged for in my recent orders. At Zabar's, for example, I paid $19 for 2 pounds of bananas but only received 2 individual bananas. In a separate order, I paid $97 for 10 pounds of bananas and got around 2 pounds worth, which was 23 individual bananas. Similarly, at Fairway, I was charged for 12 oz boxes of blueberries but received 6 oz boxes. I was also charged for Concord grapes at Zabar's, but I received red grapes, which are cheaper. Moreover, every item priced by weight seemed to have overcharged me, as I received less than the weight I paid for in containers labeled with lower prices. These discrepancies occurred across 3 different orders from 4 stores, all delivered on Tuesday, March 24. I haven't received any responses to the messages I sent via the website two days ago.
Reported by GetHuman-karine_s on Freitag, 27. März 2020 02:49
I placed an order at Jewel Osco on 3/18, but had to cancel since the items I needed were unavailable. I then shopped at Marianos instead. Despite canceling the order, I have yet to receive a $[redacted].00 refund. Subsequently, I ordered from CVS on 3/21 for paper towels and water. Although the online status showed the products were in stock, I later found out they were not available. Consequently, $50.26 was deducted from my Bank of America account. I am awaiting a refund for both orders totaling over $[redacted]. I kindly request a prompt response regarding the refund status as these funds are essential for food. Thank you, Leighton A.
Reported by GetHuman-heres_pa on Freitag, 27. März 2020 03:31
I have interacted with Oscar, Sebastian, and Anna regarding my unresolved issue. I have a $44 credit, and all three representatives informed me that it should automatically apply to my next Instacart order. Despite trying to consolidate accounts with my husband and ensuring the correct email (bste528@[redacted]) and phone number ([redacted]) were linked, the credit still did not apply. Anna explained that a system error redirected my order to the wrong account without the credit. Despite seeking clarification from Anna, spending hours on hold, and requesting a supervisor, I was disconnected without a callback. I am frustrated and seeking a resolution to obtain the owed credit.
Reported by GetHuman-bste on Freitag, 27. März 2020 06:22
I made an order two days ago. The shopper waited in line outside the store, but it closed. They promised to return Thursday morning. I stayed home all day, but no delivery came. I tried calling multiple times, waited over an hour each time, and got disconnected. Now, it's after 3 am on Friday, and I'm on hold again. There's no call back option, and my account was charged. My order is listed as being shopped by no one. When will my delivery arrive? Some checks and balances are needed here.
Reported by GetHuman-poecm on Freitag, 27. März 2020 10:31
Customer Care, I placed an order on March 25, [redacted] at 8:17 a.m. This is the first time I've encountered an issue where the shopper didn't deliver all the items I paid for, even though I was charged. Despite informing the shopper via text about the missing milk, he insisted he provided it, which he did not. Not only was he rude, but he also abruptly ended the chat. We even tipped him generously, giving him cash and an extra tip. I value the service normally and typically leave positive reviews, but this incident left me extremely disappointed. I have adjusted the tip to none, and there seems to be a discrepancy in the total cost, as I was charged $70.29 instead of $59.68. I don't want the shopper to receive the extra tip. I would greatly appreciate your assistance in resolving this matter promptly. Thank you.
Reported by GetHuman4536350 on Freitag, 27. März 2020 13:52
I placed an order with The Fresh Market in Center Valley, PA on March 21, scheduled for delivery between 7pm & 8pm on March 25. Despite living just 5 minutes away from the store, the delivery was delayed and arrived at 9:45pm. The shopper notified me that half of my deli items were unavailable as the department had closed when my order was being processed. Consequently, I only received part of my order, with other items also unavailable, yet I was charged the full fees, delivery cost, and tip. Paying $13.51 in fees for a $43.87 order seems unreasonable, considering the circumstances. I respectfully request a partial refund of the fees due to the inconvenience. I frequent Fresh Market as it is conveniently located, but I was surprised by the delayed preparation of my order after store departments had closed. Despite asking the shopper to wait until the next day to include the deli items, they proceeded with the incomplete delivery that evening. I hope this matter can be addressed promptly. Shopping online should not result in fees comprising 31% of the total order. Thank you for your assistance.
Reported by GetHuman4536622 on Freitag, 27. März 2020 14:35
My recent Costco order for Monday delivery was mistakenly canceled. After creating a new order, I was scheduled for Wednesday early in the morning but now it's disappeared. I urgently need Instacart to reinstate my original delivery date either for Monday or Tuesday, March 30th or 31st. Despite spending over 16 hours on hold through six calls, which kept disconnecting, including the last one that was over 4 hours and 15 minutes, I've had no resolution. Contacting their help line has proven futile as the send button is unresponsive. Repeatedly trying this option hasn't been useful either. Please reschedule my delivery for Monday as soon as possible.
Reported by GetHuman4529207 on Freitag, 27. März 2020 15:32
I am feeling very frustrated. I placed two orders, one for Sprouts and one for Aldi. Aldi was available for order today but the delivery was scheduled for tomorrow. Initially, Sprouts was shopping, then Aldi began shopping. I tried to clarify with the shopper, who only responded an hour later saying they were shopping for both. I assumed this would be okay for my meal needs and hung up on the hour and a half wait with customer service, believing the delivery time was settled. The shopper then messaged me multiple times asking my whereabouts and asked me to call. Due to feeling unwell with breathing issues, having two young children, and being concerned about the coronavirus, I prefer contactless delivery as specified in my instructions due to the pandemic. I asked the shopper to leave the groceries at the door, but she insisted I come outside, which I did not want to do without my necessary medication. We had a prolonged phone call, during which she then asked me to show her the app confirming my payment. This made me uncomfortable being so close to someone during this time. I am currently trying to reach customer service again with a wait time of over [redacted] minutes. I am upset and require a full refund for both orders due to this distressing experience, which is the second negative incident in less than a week.
Reported by GetHuman4538378 on Freitag, 27. März 2020 18:26
I am quite upset about my recent order experiences. I placed two orders, one for sprouts and another for Aldis. Aldis was available for ordering today, but indicated the delivery was for tomorrow. Initially, Sprouts showed as shopping, then Aldis showed as shopping. After a long wait for customer service, I messaged the shopper to confirm if she was picking up both orders. She replied after an hour, confirming both orders. I ended the call with customer service assuming the delivery time was set. The shopper later texted me multiple times, asking me to come out and get my groceries, despite my instructions to leave them at the door due to COVID-19. I requested her to leave them at the door, but she insisted I come downstairs. This made me uncomfortable as I am unwell, have young children, and following safety guidelines. The shopper also mentioned I still needed to pay, which I had already done with my Aldis order. This entire encounter was distressing, especially considering the current situation. I am now waiting on hold with customer service for over [redacted] minutes, seeking a refund for both orders due to the stress this situation has caused me. This is my second negative experience in less than a week, and I am very disappointed.
Reported by GetHuman4538378 on Freitag, 27. März 2020 18:29
I recently ordered pre-cooked chickens from Costco. The delivery person, Judi, substituted three hand-cut chicken breast packages priced at $15.59 each. I requested just one package due to the price difference, but she did not adjust the total. I am owed $31.18 for the overcharge. Unfortunately, the website is not providing my order number, but I have a reference number from my credit card statement: HTTPSINSTACAR REF# [redacted][redacted][redacted] for $[redacted].14. The order was placed on 3/16 from Costco in Pompano Beach, Florida. My details from the charge are as follows: Bonnie McCabe, [redacted] NE 25th Ave, Pompano Beach, FL [redacted].
Reported by GetHuman4538961 on Freitag, 27. März 2020 19:52
Today, I placed my first order, but I encountered an issue with missing items from Stater Bros, specifically Stater Bros Iodized Salt and Bolthouse Farms baby cut carrots. I attempted to contact customer service, but after being on hold for three hours, I was disconnected. These items may be inexpensive, but they are essential for me, especially since I cannot go to the store myself, which is why I utilized Instacart. I also tried to report the problem on the order, but I encountered issues. I hope to have the missing items delivered without additional charges or receive refunds for them. It's disappointing to have missing items after paying fees for the service. I am unsure if I will use Instacart again in the future.
Reported by GetHuman4539210 on Freitag, 27. März 2020 20:27
Hello Gethuman, I would like to cancel my account with these guys but they have no email available and never answer the phone. I am no longer interested in using Instacart due to difficulties in placing orders and getting assistance. I have found a better service with prompt customer support and have seen many negative reviews about Instacart which make me uneasy. Please close my account. Thank you. Sincerely, A Disappointed Customer
Reported by GetHuman4539245 on Freitag, 27. März 2020 20:31
Hello, I am having trouble requesting a reimbursement because the system won't let me select an order to submit the request from. It seems like the order wasn't completed because I used my personal card to pay. I had three orders to fulfill, but when I reached the checkout, I realized I didn't have my Instacart card. Despite having it on my Apple Wallet, Publix doesn't accept Apple Pay, and manual entry wasn't an option. Unable to cancel the orders and return the groceries, I ended up paying $[redacted].74 with my personal debit card. I am looking to be reimbursed on my Instacart shopper account or directly onto my debit card. Thank you, Joy E.
Reported by GetHuman-joyevan on Samstag, 28. März 2020 01:22
I encountered issues with the app, missing updates from the shopper while they shopped, and not receiving notifications of the delivery today, despite being informed it would arrive in four to five days at the start. Therefore, I couldn't confirm any changes made, and I wasn't home when the two orders were left at my doorstep, resulting in all perishables being ruined. Upon returning, I attempted to contact the customer service number repeatedly but faced long wait times, with the call disconnecting after over 2 hours of waiting. The frustrating experience led me to seek help on the Instacart website, where they mention a way to "report a problem," but I couldn't locate it on the site or in the app. Any assistance would be greatly appreciated.
Reported by GetHuman4540848 on Samstag, 28. März 2020 02:42
I made a purchase on kroger.com and selected delivery through instacart. Unfortunately, the delivery driver did not arrive with my order. My order number is [redacted][redacted]04. After several attempts, I reached out to Kroger customer support, who tried to transfer me to your team. Unfortunately, I was disconnected twice during 2-hour calls, totaling a frustrating 4 hours of waiting to speak to a representative. I am very frustrated at this point and simply want a refund for my order. I believe the employee responsible for the missing groceries should be dismissed. While I understand the challenges posed by the current situation with the coronavirus, theft should never be accepted in any business setting.
Reported by GetHuman4540854 on Samstag, 28. März 2020 02:45
I recently placed an order through BJ's using Instacart. Within 24 hours, over $10,[redacted] of fraudulent charges appeared on my credit card. I contacted my bank and had the card revoked on Monday. Despite this, a delivery driver from BJ's called me on Friday. I informed him about the hacking incident, the canceled card, and my decision not to proceed with the Instacart order. Although I physically visited BJ's on Thursday to address the issue and collected the items myself, the delivery driver arrived later with an unordered item. He mentioned refunding other items except for this particular one. Despite my explanation that the order was canceled due to the hack and the item was unsolicited, he left the item at my home. To my surprise, I noticed a charge of $5.99 on my credit card for the unordered item along with a $5 tip the delivery driver added without my authorization. I now have the unsolicited item at home as it was left on my doorstep.
Reported by GetHuman-cijojo on Samstag, 28. März 2020 04:12
I placed an order with Costco through Instacart today, March 27. The earliest delivery available was scheduled for Wednesday, April 1. Shortly after, I received a notification that the shopper had started shopping for my order. Regrettably, the toilet paper I requested was unavailable, and the shopper made a substitution without my consent. I communicated with the shopper via text, insisting I did not want the replacement. Surprisingly, the order was delivered later in the day. The shopper provided a receipt from Costco in Wheaton, MD, which displayed all items except the toilet paper. However, when I checked the Instacart receipt on my Costco account, it showed that the toilet paper was included and charged at $27.49. I have been unable to provide this feedback on my Costco Instacart account. I called Instacart multiple times between 5 pm and 11:30 pm EST, with wait times ranging from 72 to [redacted] minutes. I attempted to address the issue on their website but was redirected to the shopping page whenever I clicked on support options. I have emailed them the details and am hopeful for a prompt resolution, including a refund or credit for the toilet paper discrepancy.
Reported by GetHuman-stdak on Samstag, 28. März 2020 04:14
I am worried about a potential strike next week. I depend on Instacart for my groceries due to my poor health condition following heart surgery in early March. I am unable to go out due to the risk of COVID-19. When deliveries arrive, a family member with protective gear retrieves them. We practice social distancing and ask for the orders to be left at the door. Please ensure the safety of your drivers with protective gear to avoid any strikes. It would be greatly appreciated if you could implement these safety measures for all customers. Thank you. Herbert Preble.
Reported by GetHuman-skpreble on Samstag, 28. März 2020 05:00
I recently tried the service for the first time by placing a small order of 6 items. I also signed up for the free delivery for a year priced at $99. My order was placed yesterday afternoon, with the delivery communicated for Monday afternoon. However, last night on 3/27/[redacted] at 10:30 pm, only 1.3% of my order was delivered in a giant bag left on my doorstep in the rain. Surprisingly, I only received 1 can of tuna and dental floss out of the items ordered. This is not the service standard I expected, especially considering the delivery fee and taxes paid for such a minuscule delivery. I am unsettled by this experience and would like a refund for the $99.00 yearly delivery service. Unfortunately, this incident has made me reconsider my engagement with this app.
Reported by GetHuman-poetikjs on Samstag, 28. März 2020 13:03

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