Instacart Customer Service Issues

Archive 13

The following are issues that customers reported to GetHuman about Instacart customer service, archive #13. It includes a selection of 20 issue(s) reported March 29, 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 urgently need assistance regarding my recent order. The delivery person, Ricardo, only brought 1 out of 9 items I ordered and failed to return with the rest. He seemed unaware of the missing items and even replaced one incorrectly. I tried to clarify, but he didn't understand. My account has been charged $60 without receiving my groceries. I attempted to contact customer service, but the long wait times were frustrating. Even scheduling a call resulted in no response. This situation is unacceptable, especially during these challenging times. I can be reached at [redacted]. Thank you.
Reported by GetHuman4545822 on воскресенье, 29 марта 2020 г., 7:15
I placed an order with Instacart on Sprouts Farmer's Market yesterday (03/28). The driver assigned to my order arrived at 7:48 pm when the store closes at 8 pm. She did not shop for half of the items on my list. The delivery was scheduled for today (Sunday) between 6:35-8 pm. On the app, she marked the delivery as completed at 7:58 pm, but I checked and found nothing at my doorstep. I was never notified of the delivery on the app, which is unusual as I always receive deliveries at my doorstep, and I clearly stated to use the call box number to enter the building. I have been in quarantine for 13 days and have not left the house. I need food, and this situation is unacceptable. I tried calling customer care last night but faced long wait times ranging from [redacted] mins to [redacted] mins. Today, I called again with a 46 mins wait time which increased to 42 mins after being on the phone for 20 mins. I am a regular Instacart customer, and I expect better service. Please refund my money promptly.
Reported by GetHuman4546705 on воскресенье, 29 марта 2020 г., 14:48
I got deactivated as a shopper during the second week of the pandemic. I really enjoyed my job, worked hard, and had excellent reviews and metrics. Sadly, I had an issue with a customer I suspected of fraud. I tried reaching customer service to clarify if returning the items was okay, but couldn't get through. The customer complained the next day, and I was deactivated. This situation has been extremely upsetting as I relied on this job for income. Instacart needs shoppers now, and I want to contribute to my community again. I hope someone other than Trust and Safety can contact me to address this matter. I've learned from my mistake and won't repeat it. I apologize for breaching the contract; my intentions were good. I wish customer service had answered my call, I might still have my job.
Reported by GetHuman4546873 on воскресенье, 29 марта 2020 г., 15:28
I communicated via text with the shopper during the shopping process, providing clear instructions not to substitute items; however, substitutions were made, resulting in products that were significantly more expensive. Although my shopping cart displayed the correct items, upon delivery, I was given smaller sizes but charged for the larger ones. For instance, I received a small jar of sweetened Mott's applesauce priced as the 46 oz unsweetened version. This discrepancy was also observed with napkins, salad, peanuts, ice cream bars, and orange bell peppers. Despite the issues, no refunds were reflected on the receipt, which showed a total of $[redacted].63 instead of the correct $[redacted].63. Furthermore, the delivery was falsely marked as received on the app before actually arriving, causing confusion. I am seeking resolution by being correctly charged for the items, not being charged for substitutes, and receiving refunds for undelivered items. I have neighbors interested in your service and would recommend it if these matters are addressed promptly. Best regards, D. Wilson.
Reported by GetHuman-dbmgwils on воскресенье, 29 марта 2020 г., 16:09
Hello, I registered for an Instacart Express account on March 30, [redacted], and found that the $99 membership fee was deducted from my checking account. Unfortunately, I have been feeling unwell and suspect I may have Covid-19. I was eager to have groceries delivered soon, but the website scheduled the delivery for April 3, [redacted]. Yesterday, it said my order would arrive in 5 hours, but it never did. Today, it's showing a 5-hour wait, and it seems I'll be charged $3.99 for delivery. The site keeps prompting me to sign up for Express, which I believe the $99 fee was meant to cover. I've spent a total of 7 hours on hold, facing lengthening wait times after the initial countdown. I fear this may not be a reputable company, and I'm frustrated that I can't get assistance after paying $99. I hope to receive a response via email soon. Another issue - I registered with the email [redacted] but couldn't log in; however, using Facebook as a workaround is successful. I'll provide an alternative email here. Just a heads-up about potential login issues with the @co...etc. email. Any help or communication would be greatly appreciated.
Reported by GetHuman4547212 on воскресенье, 29 марта 2020 г., 16:52
I placed an order with Fry's grocery yesterday via Instacart. Unfortunately, some items were unavailable, and the shopper informed me that the funds for those items were refunded. I'm unsure how to verify whether the funds have been returned to my bank account. Should I wait a few days or contact my bank to check for a refund from Instacart? I've been attempting to reach customer service all day, but have been unable to speak with anyone as the call either goes unanswered or the automated system states a wait time of less than ten minutes.
Reported by GetHuman4547436 on воскресенье, 29 марта 2020 г., 17:45
I made a grocery order through Target on 3/28/20. A shopper named Aminata H. confirmed the order via text, but later stated she was facing network issues and needed to cancel. I suggested trying another credit card, but communication was minimal. Later, Joseph took over and completed the shopping with various replacements and items, including 12 extra cases of 7-UP. The receipt reflected charges for items I didn't receive and incorrect quantities. My total charge was $[redacted].54, with around $[redacted] in incorrect charges. I tried reporting the issue online but faced login errors. I'm concerned about the discrepancy and possible fraudulent actions. Bogus.
Reported by GetHuman4547988 on воскресенье, 29 марта 2020 г., 20:18
I made a purchase for $19.20, but a $90 hold was put on my card by Instacart. The receipt explains that this hold is to account for any adjustments in the order total due to substitutions or special requests, and that the final charge will be $19.20, processed within 7 business days after completing the order. I am troubled by the $90 hold because even with any possible substitutions, there is no way the total could reach anywhere close to $90. During this time when many are not working and living paycheck to paycheck, it's distressing to have this amount tied up. I will watch my bank account closely and reluctantly need to reconsider using Instacart in the future. I understand and appreciate the efforts of the shopper, and I will be sure to tip them well. However, it is concerning that Instacart could potentially withhold $70 from someone struggling financially and trying to make ends meet with a limited grocery budget.
Reported by GetHuman-hdesha on воскресенье, 29 марта 2020 г., 20:48
My recent encounter with a delivery app was truly disappointing and frustrating. The shopper, Jeran H., whom I contacted at +1 [redacted], displayed unprofessionalism and rudeness throughout our interaction. During my initial purchase of toilet paper, the shopper claimed it was unavailable, and upon requesting cancellation, he voiced his inconvenience with the refund process. Despite my approval, he expressed annoyance about not being able to serve other customers due to the pending refund. In a bizarre twist, he demanded I cancel the order on my end, failing to provide guidance on how to do so. His demeanor escalated, pressuring me to cancel while expressing his exasperation, culminating in abrupt phone disconnection. Regrettably, this experience has left me extremely dissatisfied, and I have decided not to utilize this delivery app in the future.
Reported by GetHuman-mhmacgre on воскресенье, 29 марта 2020 г., 20:55
I had my groceries delivered today, scheduled between 10:00-11:00 am. However, upon checking the app after 3 hours past the delivery window, I noticed a photo showing the groceries were delivered at 8:40 am. This means they were left outside for over 5 hours, resulting in spoiled milk, eggs, meat, and cheese. Unfortunately, the other ingredients bought were for recipes with these items, making meal preparation impossible. There was no notification of the early delivery and we missed hearing any doorbell or knock. Due to wait times, it seems a redelivery won't be possible for a week. Can this situation be addressed?
Reported by GetHuman-aengman on воскресенье, 29 марта 2020 г., 21:09
I opted for the Fred Meyer grocery delivery service to avoid a trip to town but was left extremely dissatisfied. The items delivered were incorrect, including moldy strawberries, and were left at a different house despite providing detailed directions. The customer service wait time was excessive at [redacted] minutes, adding to my frustration. Not only was I overcharged without authorization, but the quality of the strawberries was appalling and potentially harmful. I will not use this service again and am requesting a refund for the strawberries, incorrect items, and delivery fee. I have been told by Fred Meyer that the issue lies with the delivery service. This experience has caused unnecessary stress, especially since I am six months pregnant. I plan to contact my bank to prevent further charges. I also have photos of the strawberries for reference if needed.
Reported by GetHuman4548288 on воскресенье, 29 марта 2020 г., 21:48
My daughter ran into an issue with Instacart on 03/17/20 after completing a delivery batch and not receiving information for the next delivery. Despite waiting hours on the phone for help, she received no assistance and was later informed her card was deactivated due to non-delivery, which was not the case. We tried contacting Costco, but were told only Instacart could assist. After several failed attempts to resolve the issue, including being promised an email within 24-48 hours that never arrived, the problem remains unresolved. This treatment of a previously reliable shopper is disappointing. We are still waiting for a resolution from the Trusted Safety department. The lack of effective customer service and resolution for a mistake on Instacart's end is frustrating. It is essential for us to address this issue promptly. - Mary Ann R., a loyal Instacart customer and mother of shopper Christina A. from Phoenix.
Reported by GetHuman-mimirjp on воскресенье, 29 марта 2020 г., 22:36
I was expecting a delivery order from Kroger in Commerce, Michigan between 5PM and 6PM on March 29th, but it did not arrive. I received multiple text messages about delays, and now I am concerned about the legitimacy of the situation and the security of my credit card information. My order number is [redacted][redacted]04. This experience is unacceptable, and I believe Instacart should take responsibility if there are unauthorized charges. I just want my grocery order delivered promptly. I have used Instacart from Costco before, and although they were late, they communicated and eventually fulfilled the delivery.
Reported by GetHuman4550538 on понедельник, 30 марта 2020 г., 13:16
My account has been deactivated. Firstly, I had two orders that were not delivered. The most recent one in Lexington, the system shut down, and I lost the woman's address. I tried contacting her multiple times for the address, but she never provided it. This happened to be my last undelivered order, and even after responding to an email from your team, nobody reached out to me. Another incident involved a woman claiming her order was not delivered in Winchester, on Cross Street. I made sure to go back and verify the drop-off with no success. I informed Instacart, but it seems only one other order remains undelivered, while all others were successfully dropped off. Regarding an order from Costco to Malden, I faced an issue where I was unable to leave the delivery although I waited for 30 minutes. I contacted support but received no solution. The same situation arose with an order from Stop & Shop in Lexington, where I attempted to return items without success due to the lack of a receipt. It's been frustrating to handle these situations with no fault on my end. I have consistently reached out to your team regarding all delivery issues.
Reported by GetHuman4539307 on понедельник, 30 марта 2020 г., 16:36
I had a poor experience with my H-E-B shopper who failed to accurately inform me about my grocery order substitutions. Despite ordering a 12-roll pack of paper towels, I was only given a 2-roll pack after being initially told I would get one 12-roll pack. To make matters worse, I was still charged the price for the 12-pack, which cost $17 or more. I have tried reaching out for a refund but have been stuck on hold for extended periods, faced missed scheduled calls, and encountered issues reporting problems through the app. The lack of effective customer service has left me frustrated. I am seeking a refund for the price difference between the 2-roll and 12-roll packs or the delivery of the missing 10 rolls. If I do not receive a response promptly, I will be forced to dispute the charge with my bank.
Reported by GetHuman-suebmama on понедельник, 30 марта 2020 г., 17:24
I encountered a technical issue while trying to place a food order through Instacart. Despite being on hold with customer service for two hours, I was informed it was a glitch that they would resolve. However, Wegmans stated it was due to the high volume of orders. The delivery was scheduled for Saturday, 4/4, but I couldn't finalize the order. I would like to resolve this problem as I had a significant order to place. I've used Instacart before and found it helpful. I heard about a possible strike with Instacart, but Wegmans mentioned it was averted. Can someone please assist me with this matter?
Reported by GetHuman-joansier on понедельник, 30 марта 2020 г., 21:27
I am disappointed by the lack of response to my complaint about my recent order experience with your company. The delivery person did not provide a satisfactory customer service. I had requested "Tide Detergent" as an item, and when it was unavailable, I expected a message for a replacement choice. Instead, the employee purchased a detergent brand I'm unfamiliar with called "Purell," which is not suitable for my needs. The bananas chosen were already spoiled, which was very disappointing. The employee's attitude and choices have discouraged me from using your service in the future. The situation was more troublesome as the receipt states that all sales are final. My order number is: #[redacted]29.
Reported by GetHuman4555447 on понедельник, 30 марта 2020 г., 23:05
Today, I completed a delivery where I faced some challenges with getting all the items due to store restrictions. The customer kindly instructed me on what to purchase and what to refund. Despite a few unavailable items, I communicated with the customer to ensure their satisfaction. They were happy and left a tip initially. Later on, I unknowingly accepted another order from the same individual. Regrettably, they withdrew the tip, claiming I did not fulfill their requirements, which was not the case. They asked for a refund for the second order and revoked the previous tip. It is disheartening to experience this, as I strive for excellent service. It would be beneficial if there was a way for employees to provide feedback on customers or prevent them from retracting tips unfairly. Customers should not have the ability to retract tips or leave negative reviews without valid reasons, especially when the service provided was satisfactory.
Reported by GetHuman4555470 on понедельник, 30 марта 2020 г., 23:09
I received only nine items out of my entire order, and I am missing the receipt for my purchase. The delivery person was named BRANDI. Despite ordering around $[redacted] worth of groceries, my bank account was charged $[redacted], causing me great distress. I urgently need a refund and request my account to be closed promptly. I am currently on hold with customer service, facing a 65-minute wait time. I wish for a swift resolution. My email is provided for contact, and my phone number is [redacted]. The additional charges have left me unable to buy other groceries, emphasizing the importance of a quick refund. I attempted to reach out to the driver, Brandi, but faced challenges in doing so. The local Costco store also couldn't assist me. My address is [redacted] Stetson Rd., Helena, MT [redacted].
Reported by GetHuman-reegeeha on понедельник, 30 марта 2020 г., 23:31
My son placed an order from Austin, TX, but I reside in San Antonio. The groceries were scheduled for delivery between 6 and 8 pm on March 25, last Wednesday. Despite receiving a text confirming delivery, the items did not arrive at my place. I was present and attentive at home. Another email indicated a delivery set for March 29, yesterday. Unfortunately, the groceries did not arrive again. With San Antonio under lockdown measures, I was at home, even on the porch, yet no delivery was made. I am puzzled by the situation.
Reported by GetHuman4555631 on понедельник, 30 марта 2020 г., 23:41

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