Instacart Customer Service Issues

Archive 12

The following are issues that customers reported to GetHuman about Instacart customer service, archive #12. It includes a selection of 20 issue(s) reported March 28, 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 signed up for the Instacart trial for 14 days and canceled it two days before the trial ended. I have proof of the cancellation email. However, today, I received an email thanking me for joining Instacart and stating that my credit card was charged $9.99 with monthly charges for the next 12 months. This needs to be refunded immediately. My contact number is [redacted] and my email is [redacted]
Reported by GetHuman-kriswick on Saturday, March 28, 2020 1:05 PM
I placed an order yesterday at Food for Less in Arroyo Grande, CA on March 27, [redacted], and received it at 5:45 p.m. However, upon checking the groceries, four items were missing. The driver, Jessica, left a note stating she had mixed up the order and failed to deliver one of my bags. She expressed her apologies and provided her phone number ([redacted]) assuring she would rectify the error. Unfortunately, she never returned, and my missing items include San Luis Sourdough, Jesse Lord Cherry Pie with Splenda, Calidad tortilla chips, Smuckers sugar-free preserves raspberry, and Triscuit avocado, cilantro, lime crackers. I have attempted to contact her at the given number, but there was no response. My details for delivery are as follows: Laura Goodwin [redacted] Mesa View Drive SPC 77 Arroyo Grande, CA [redacted] Phone: [redacted]
Reported by GetHuman-lrodenbe on Saturday, March 28, 2020 1:45 PM
I made an online purchase (#[redacted][redacted]04) for my elderly mother with Kroger Alt ID [redacted] on 3/16. She received a text on 3/17 mentioning Chad working on the order, but as of 3/24, there have been no updates or delivery. Clicking the order # in my email leads to an error message on Kroger's website. Uncertain if it was Kroger or Instacart's mistake; considering the current situation, I am understanding but disappointed with the lack of customer service. We are concerned about potential charges on my mother's credit card for the undelivered order.
Reported by GetHuman4542250 on Saturday, March 28, 2020 1:53 PM
I recently joined Instacart and was delighted with my first delivery experience. I recommended three Senior friends who also signed up. Unfortunately, my recent orders were cancelled twice at 8:30 PM on the delivery day, causing worry as my husband and I rely on these deliveries while isolating due to our age. I signed up for an Express Delivery Membership at $9.95 per month, but with repeated cancellations, the membership loses its value for me. I was offered a delivery date a week later for the last cancelled order, which is not ideal for our situation. Please cancel my Express Delivery Membership accordingly. I have attempted to contact customer service by phone with no success. The long waiting times indicate the challenges faced during these times, but I believe increasing staff could help manage the high call volumes more effectively. I look forward to your prompt response. Sincerely, A.H. [redacted] [redacted]
Reported by GetHuman4542852 on Saturday, March 28, 2020 4:02 PM
My order was scheduled for delivery between 4-5PM yesterday but arrived around 7:10-7:15. The shopper mentioned that his app froze, causing a delay. I am concerned about how long my food sat in brown paper bags without temperature control. Additionally, there were multiple errors in the items received. We were charged for items we didn't receive - Mexican rice was replaced with "cream of rice", shredded Mexican cheese with "mild cheddar", cilantro with flat leaf parsley, one dried mango pack was missing, and the wrong brand was delivered. The whole bean coffee I ordered was ground instead. After rating the transaction and reporting the issues, I received a generic email offering a credit of $27.65 for the inconvenience, to be used on my next order. Unfortunately, due to the poor service and lack of attention to detail, I am reluctant to order from your service again. I would prefer to return all the groceries for a full refund.
Reported by GetHuman-jyifrach on Saturday, March 28, 2020 4:07 PM
My shopper, Marlo Paniagua, was shopping at Shaws in Chapel Hill, Garden City, Cranston, RI. When he tried to charge the order, your system kept showing errors, preventing him from completing the transaction. He has receipts documenting multiple unsuccessful attempts. Despite this, a debit of $[redacted].00 still appears on my account. Marlo double-checked his orders for today, and my order is no longer visible. The order summary now displays all items as 0, except for 2. I have not yet received anything. The order's total breakdown is as follows: Items Subtotal - $6.98 Tip - $0.70 Service Fee - $1.00 Credit/Discount Applied - $-6.98 Total - $1.70 Savings from Shaw's: $1.20 The card was temporarily authorized for $[redacted].00 to accommodate changes like replacements or special requests, but my final charge should only reflect the items received. - Sharon Demoranville
Reported by GetHuman-pettaxi on Saturday, March 28, 2020 4:16 PM
Hello, I'm Constance Wilson. I ordered 14 items on Wed, March 25th, and received only 9 on Fri, March 27th. The total cost of my order was $95. I contacted the shopper, Derrick, about a refund for the missing items, but he mentioned that he needed to get paid first. I also tried calling Customer Service, but after waiting for 2 hours and 12 minutes, the call got disconnected. I'm aware of the current situation, but I can't afford to lose $55. My delivery address was [redacted] Metzerott Rd, Hyattsville, MD [redacted]. I need clarification and a refund to my card, please. I also had issues with the order mix-up: I ordered a bunch of bananas but received only 3, and a pint of blueberries but got half a pint and was charged for a full pint. Derrick sent a text at 5:40 am stating he paid for my order and mentioned a virus concern.
Reported by GetHuman-maxbaym on Saturday, March 28, 2020 5:18 PM
This is my first order and everything I ordered was supposed to be delivered tomorrow, Sunday afternoon. The website, the app, and my email all confirmed this. However, I received a message today at 9:52 AM, saying my shopper was shopping and would be coming today. At 10:50 AM, she was on the way. I had planned to be available tomorrow when the delivery was scheduled, so I had to leave for work at noon. Unfortunately, the shopper arrived at 12:45 PM and mentioned there was a car issue. Since I was at work and expecting the delivery for the next day, I couldn't receive the groceries. It's frustrating that my items are now sitting on my porch, likely getting warm. Spending over $[redacted] makes this situation even more disappointing. I understand the challenges of the current times, but this experience is unacceptable to me. I am requesting a refund.
Reported by GetHuman-ryanangl on Saturday, March 28, 2020 5:33 PM
I recently used Instacart to place an order, but I encountered an issue with my delivery time and discovered that my order was duplicated 2-3 times. The shopper, Mitch, attempted to deliver one of the duplicate orders, but I explained the situation and he returned it. I am now seeking a refund of $88 to my credit card. Despite Mitch's attempt to contact the company on my behalf, I have been unsuccessful in reaching out to them. I have been on hold for over 4 hours without any success. I have also submitted a problem report online without receiving a response. I would appreciate a prompt refund and request to investigate if there are any additional duplicate orders that I need to address. Thank you, Sharon S.
Reported by GetHuman-shardsim on Saturday, March 28, 2020 6:04 PM
Hello, I recently placed my first order with Instacart. Unfortunately, several items on my shopping list were unavailable. The shopper made some replacements that I am not satisfied with. For example, they swapped Smart Dogs for veggie Italian sausage and dark roast coffee for store brand instant coffee, which are not suitable substitutes. I would like a refund for these items. Additionally, the shopper did not purchase the correct quantities of other items without indicating they were out of stock. While I understand items may be unavailable, I am only concerned about the replacements made by the shopper. I am unable to reach Instacart through their website as all the links for assistance seem to be inactive. As I am currently in isolation, I can only communicate online and not over the phone. Since Instacart lacks chat or email support, I would appreciate any help in getting in touch with their customer service. Thank you for any assistance you can provide. Best regards, Sonia
Reported by GetHuman-sonia_sh on Saturday, March 28, 2020 6:04 PM
I placed an order today with Instacart for BJ's. Initially, I received a message about a problem, but later got confirmation that the order would be delivered today. Rickiesha F messaged me indicating she was shopping at BJ's and that my order would arrive by 12:50 pm. Despite her earlier text, she mentioned difficulty calling me but could text. After sending her my phone number and address again, I requested a call. However, she eventually informed me that the order was canceled and asked me to reorder by tapping her text. I'm unsure about the legitimacy of this situation and if Rickiesha F is an Instacart employee.
Reported by GetHuman4544004 on Saturday, March 28, 2020 7:32 PM
I need assistance with an undelivered order and double charges on my bank account from Instacart. I have reached out through email and phone calls but haven't received a response. I've been on hold for long periods without any help. It's frustrating to not be able to speak with someone promptly. I appreciate any help in resolving this matter. Thank you.
Reported by GetHuman-jspruett on Saturday, March 28, 2020 8:44 PM
I need assistance with a misdelivered order. It was sent to the wrong address at [redacted] S. Idaho Pl in Kennewick. No residents there placed an order. As neighbors, we noticed the bags at their door and discovered it's an Instacart delivery from Fred Meyer. I called Fred Meyer at 1-[redacted], but they were unable to help. I've been on hold for nearly 2 hours now, which is very frustrating. We have information from the sales slip that could help identify the rightful recipient of this order. Please contact me at [redacted]. I'm considering hanging up, but I want to ensure the order reaches its intended recipient.
Reported by GetHuman-rmagnagh on Saturday, March 28, 2020 9:03 PM
I made an order with Instacart on Wednesday, March 25, [redacted], for delivery from two different grocery stores. One delivery arrived from Albertsons in the early afternoon, and shortly after, I received a message from an Instacart shopper named Ivan saying he was shopping for my order at Albertsons. I informed him I had already received a delivery, but he couldn't reach Instacart to stop the shopping. Later, I got part of my order from Sprouts. In the evening, I found a duplicate delivery from Sprouts on my porch. Both orders to both stores were doubled for some reason. I contacted my credit card company to dispute the charges and have tried to reach Instacart multiple times without success to rectify this situation. I want my credit account to reflect only one order charge.
Reported by GetHuman4544470 on Saturday, March 28, 2020 9:15 PM
I recently received a delivery that was still marked as "being shopped by Jean" on the app. Upon opening the bags, I discovered multiple long, brown cockroaches crawling around the items, including ones I did not order like Kellogg's breakfast sandwiches. I found cockroaches in all three bags which was incredibly disturbing and unsanitary. While I appreciate the service during these difficult times, this experience was beyond repulsive and poses a health risk. I am currently trying to contact Instacart for a refund, but the wait time is 82 minutes. It's concerning that my order still shows as "being shopped" on the app even though it was delivered 25 minutes ago.
Reported by GetHuman4544603 on Saturday, March 28, 2020 9:49 PM
Instacart offered delivery to my address, so I signed up for a membership. However, during checkout, I was told my address wasn't eligible for delivery. I had to use a friend's address, and my order was expected on March 27th between 12-2pm. My friend went to bed on March 26th at 9pm, only to find out through surveillance footage that the groceries were left around 9:30pm the previous night. Sadly, all frozen and perishable items were ruined. I spoke with an Instacart representative after requesting a call, and they assured me of a full refund due to the extremely early delivery. I'm now curious about when I can anticipate the refund and would appreciate a confirmation email. Thank you. Maria A.
Reported by GetHuman4544706 on Saturday, March 28, 2020 10:21 PM
Issue with Food Delivery Order: I ordered thirty-five items from Albertsons totaling $[redacted].32 and only received thirty of them, with twelve being incorrect. Albertsons does not provide refunds for mistakes made, which was not stated on their website. They directed me to contact Instacart, who had a 64-minute wait time with numerous similar complaints. I had requested the delivery to be left at my door due to health concerns, but the driver rang the doorbell and stood close to the entrance. Additionally, the delivery arrived three days earlier than scheduled, and some items were missing. I am unable to reach Instacart's customer service to address these issues. I am requesting a refund of $53.70 for the incorrect items received.
Reported by GetHuman-sollysgi on Saturday, March 28, 2020 11:19 PM
I received an order from Price Chopper in Olathe, KS today. There were not many items in stock, so delivery was limited. I then placed another order at Hen House today (03/28/[redacted]) for delivery on Thursday. However, when I checked Price Chopper's Instacart page, it showed my order there even though I confirmed it with Hen House. It's confusing because I deleted the Price Chopper order, and Hen House informed me that I canceled their order. I've reestablished the order with Hen House, but it still appears in both stores. I just want to make sure the order is coming from Hen House, not Price Chopper. Additionally, the Price Chopper order that arrived today wasn't supposed to come until April 1st. I didn't expect it to come early. I only check my email once a day and discovered the order was being prepared on the Instacart site when I wanted to add items. I do not have a smartphone, only a landline, so communication needs to be through a traditional phone line. It's concerning to think about what would happen if I weren't home or couldn't hear the delivery person outside due to my doorbell not working.
Reported by GetHuman-plhillne on Sunday, March 29, 2020 12:04 AM
I received my first Instacart order from Giant tonight on 2/28/[redacted] at 8:25 PM after waiting a week for delivery. I did not approve any replacements except for meat, but two items were substituted with items I am allergic to. I asked the driver to return them, and she seemed upset. I am worried about not getting a refund for those items. I want to contact someone by phone or email to confirm the refund. Additionally, I am concerned that the driver did not wear gloves on one hand and touched all my packages, possibly exposing me to the coronavirus. I would appreciate discussing these issues promptly as I am very unhappy with the delivery service. Thank you, Gail G. [redacted] [redacted] (cell) [redacted] (land)
Reported by GetHuman4545181 on Sunday, March 29, 2020 1:01 AM
I made a purchase from Fry's Foods on 03/23/20 for delivery on 03/27/20 between 9pm-10pm. Unfortunately, the delivery did not arrive, and I did not receive any notifications. When I returned from Walmart later on 03/28/20, I found some items at my doorstep without any prior notice. This is very disappointing, especially considering there were perishable items in the order. I contacted Fry's, but they directed me to Instacart. The receipt mentioned the order was prepared at 3:53pm without a delivery time. I ordered 37 items but only received 13. I attempted to call customer service, but the wait time kept increasing. Feeling unsatisfied with the order, delivery, and assistance from Instacart, I am seeking further assistance. My order retrieval number is #[redacted]/20. Please reach out to me at [redacted]. Thank you, Dwight M.
Reported by GetHuman4545743 on Sunday, March 29, 2020 6:08 AM

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