Instacart Customer Service Issues

I'm disappointed with the service I received from my shopper. It took two hours for them to get the 19 items I ordered. Despite clear instructions to leave the groceries inside due to being immunocompromised, they left them outside in the rain. Several items were missing and some were incorrect. I have photographic evidence of the groceries left in the rain and what was purchased. I have refrained from consuming anything in anticipation of a call from customer service, which has not come. I am unable to leave a review of this experience and would like a refund for the missing and incorrect items.

I made a purchase on 3/29 at 7:30pm. Around 8:20pm, my shopper Marvin informed me that the store had closed earlier at 8pm instead of the usual 10pm. He mentioned that the items would be refunded. While my order total was $75.00, my bank account was charged $[redacted] without receiving any refund yet. I am seeking a full refund of $[redacted]. Please address this issue promptly and assist me in receiving the refund, or I may need to escalate this matter further. Thank you.

Today, I went to H Mart in Gaithersburg, Maryland for a customer's order. I shopped for about 40 minutes, starting at 5:00 P.M. I waited in line for about 20 minutes to pay but my card was unexpectedly declined when I tried to check out for the $16 purchase. I tried contacting Instacart for help but all the support numbers were inaccessible. Even the customer service chats in the app were down, leaving me stranded with no assistance. Store employees reprimanded me for the delay, and ultimately, I had to abandon the order and leave empty-handed by 7:20 P.M. I only received a total of $10 for the lengthy ordeal, which felt unfair considering the lack of support from Instacart. The experience left me feeling frustrated and unsupported.

My wife placed an order for groceries from Fry’s at Tatum & Cave Creek, Cave Creek, AZ for delivery on Friday, March 27th. Unfortunately, the order did not arrive, and we received neither an email nor a call to explain the delay. After waiting on hold for 3-1/2 hours, my wife was disconnected without any assistance. We noticed a pending charge of $[redacted] on our credit card and seek a full refund. We also request an explanation for the service failure to ensure this is not a recurring issue. Our records show no items were picked despite receiving updates that the shopper was shopping. Please contact us at [redacted] for further details. We anticipate your prompt response. Thank you.

Dear Team, I am a dedicated shopper supporting your recent efforts during these challenging times. However, I have concerns about the current sick leave policy in place. Requiring a COVID-19 test to qualify for two weeks off seems unreasonable given the circumstances. Many individuals cannot access testing, and symptoms may persist beyond the designated time off. Employees showing any symptoms should be allowed to take necessary time off without limitations. A more flexible policy is crucial to prevent further spread. I urge the company to consider a more generous sick policy for the well-being of everyone involved. We need to act cautiously and generously to combat the pandemic effectively. I am willing to pay a premium on orders if it ensures a comprehensive sick policy is implemented. I offer this feedback in hopes that it is taken seriously by those in positions of power within the company. Our reliance on you to make these critical decisions cannot be emphasized enough. Thank you for your efforts, but please consider implementing further changes. Sincerely, A Supportive Shopper

During our Instacart pickup, we encountered issues with the service. Upon arrival, no one was available to bring out our order, causing delays. Additionally, when my spouse went inside to retrieve the items, there was a delay in locating them. Regrettably, upon returning home, we discovered that the frozen products we selected were missing. I am currently seeking guidance on how to obtain a refund for these missing items. The customer service phone line indicates a lengthy wait time of [redacted] minutes, and the website instructs customers to report missing items through the order page. However, I am unable to do so as the order status remains incomplete in the system at the store's end.

Due to using a CPAP machine, I need to use only distilled water. When a substitution notification was sent, stating purified water was the replacement, I sought out an alternative offering distilled water. Upon delivery, purified water was provided instead. The Cub employee promptly retrieved it, acknowledging the error. After expressing my dilemma, he managed to locate two units of the initially requested distilled water. Although the organic raspberries were substitued from my original request, they arrived in an undesirable state. I am unsure why the substitutions occured; could it be due to store limitations? Apologies for the water-related discourse.

I recently placed an order for groceries and was notified that it was being processed by Megan. Subsequently, I received a text stating the order was en route to my address. However, the driver messaged me that my location was not listed on her GPS. I provided detailed directions but still did not receive the order. Despite being informed that the delivery was completed at 1:59 PM, my groceries were missing. I even checked with my neighbor in case it was dropped off there by mistake. After waiting until after 5:00 PM, I attempted to reach out to Instacart via phone to no avail due to a long wait time. Frustrated, I messaged them about the undelivered order but have yet to receive a response. I am disappointed with their service and doubt I will use them again. I am curious about what happens to undelivered food in such situations. The driver should have contacted me for guidance if there were issues locating my address.

I placed an order on 03/29/20 and signed up for the Instacart membership. On the same day, I received a message stating that G. was shopping for my order and it would be delivered by 9:00 pm. Unfortunately, my order never arrived, and I waited until the next day, which was the first date provided. My family, including four children, is now without food, and I am left with no savings. I have been trying to contact customer service for over an hour and a half, but have had no luck. I hope to resolve this issue promptly and either receive my groceries or a refund. Despite the current situation, I believe better communication is necessary to provide good service.

I placed an order at Publix for groceries on 03/28/[redacted] which I cancelled today. There is a $[redacted] hold on my checking account. I have been trying to contact your company via the app but received no response. I am unable to reach anyone by phone or text. I urgently need this hold of $[redacted] removed so I can buy essential food items. I am disappointed by the lack of working numbers or emails to reach your company. The news of a possible walkout also concerns me. Please remove this hold promptly. I am Denise Kimball from [redacted] Lower Meadow Road, Mulberry, Florida [redacted]. You can contact me at [redacted] (home) or [redacted] (cell). I hope for a quick resolution regarding this issue. Thank you, Denise Kimball.

Hello and thank you for your assistance. On 3/26, I made a purchase on instacart.com for a delivery from Costco. The website indicated the first available delivery would be Sunday, 4/5, which was acceptable to me. However, as of today, 3/31, the order has not arrived. Today, I placed a new order from Costco which also showed the first available delivery as Sunday, 4/5, which is fine. This new order is currently being prepared for delivery this afternoon. I received a notification that the initial order was being processed and couldn't be changed. A pending charge was placed on my credit card, but no final charge has appeared. I'm unsure of the status of the first order - will it still arrive? How can I track it? Should I reorder or assume it's lost? And how can I cancel the order and remove the pending credit card charge if needed? Thank you.

I recently had an issue with my background check due to identity theft, but after resolving it, I now have a cleared background check. However, my dashboard still shows that I'm not cleared to shop, which is preventing me from starting work. I need my dashboard to be updated so I can proceed with the job. I would appreciate it if someone could contact me or resolve this issue promptly so I can begin working as soon as possible. Thank you, Jeff M.

I am seeking Instacart Credit due to an issue with an Instacart Shopper named "D. M." on 3/31/[redacted] at 1 pm in Chicago, IL. I am requesting a credit for $73.11 and compensation for the inconvenience. I did not receive my grocery delivery on March 31, [redacted], at [redacted] S Morgan St, [redacted] Apt [redacted]. My order was placed on March 29, [redacted], through Aldi's website using Instacart, with an estimated delivery time of 2 pm on 3/31/20. My delivery instructions were to be contacted through my senior building intercom under the last name "Lizcano" and to leave the groceries outside my apt [redacted] door. The total bill was $73.11. Although I received texts that the shopper was preparing my order, no actual delivery was made, and I did not receive any groceries. I will dispute any charges related to this order. I have already provided feedback and will not be using Aldi's or Instacart services again. Thank you for your assistance.

I am reaching out about a concerning incident with an Instacart delivery. On March 31, [redacted], I was expecting a grocery delivery at Twentyfifteen S Morgan St Apt [redacted] which unfortunately did not arrive. Despite placing my order with clear instructions to call me via the intercom and leave the groceries outside my door, the delivery never occurred. The total bill for the order was $73.11. I was informed about the shopper, D. M., working on my order and was anticipating the delivery by 2 pm; however, I never received any communication from the shopper and no groceries were delivered. The Aldi's site incorrectly stated that the groceries were delivered at 1:08 pm. As a result, I will dispute any charges related to this order. I have already rated the experience poorly and want to ensure this issue is addressed promptly to avoid any future inconvenience. Thank you for your attention to this matter.

Issue: Need Instacart Credit I am requesting a credit card refund of $73.11 and compensation due to an issue with my Instacart delivery. On March 31, [redacted], my grocery delivery scheduled for 2:15 pm to Twentyfifteen S Morgan St Apt [redacted] was not received. I placed the order on March 29 through Aldi's website via Instacart with a delivery estimate for March 31 at 2 pm. My delivery instructions were to call me on the senior building intercom under the name "Lizcano" for access and to leave the groceries outside my door. Today at 8:30 am, I expected the delivery. Even though I received texts from Aldi indicating the shopper D.M. was preparing my order and it should arrive by 2 pm, I did not receive any communication from the shopper, no groceries, and no alerts of cancellation. Despite the Aldi's site showing delivery at 1:08 pm, I could not find the groceries in the building lobby. I plan to dispute any charges on my credit card related to this order. Thank you for your assistance. I will not use Aldi's or Instacart in the future.

I received a delivery with the wrong order. The receipt showed $[redacted], but my actual order total was $33.83 for 9 items. The shopper initially left, but after I contacted them, they returned with the correct order and took the wrong one back. The correct amount of $33.83 appears on my receipt, but the credit card number listed is wrong. I am concerned that my card will be charged $[redacted] for the other person's order instead of my $33.83 order. I kindly request Instacart to promptly address this matter, ensure the correct charges on the appropriate credit cards, and remind shoppers to be more attentive during checkout and delivery to avoid mix-ups.

I placed an order with Publix in Lake Mary, FL through Instacart. The delivery window was scheduled for 4-7 PM yesterday. However, by 7:45 PM, there was no delivery or communication. I've attempted to contact Instacart, but the wait time is over 2 hours. It's now the next morning, and the wait time is still over an hour. This level of service is disappointing. As a senior with a lung condition requiring oxygen, going to the store is risky for me. I'd like to cancel my order, but it seems challenging to get through to them. Any suggestions on what I should do in this situation?

I encountered multiple issues during check-out. My receipt showed a charge to a Mastercard, while we usually use VISA. The amount was also deducted from my VISA. Upon grocery delivery, the driver did not follow instructions to leave items at the front door, instead engaging in unnecessary conversation with my husband, who is elderly. The driver was not wearing a mask and was clearly stalling for an additional tip. I wasn't aware the $10 fee was monthly, and after experiencing these problems, I want to cancel my Instacart membership. I tried calling Instacart, but the long wait time of 21 minutes with an estimated wait of [redacted] minutes was frustrating. Additionally, the numerous complaints I read online have further solidified my decision to cancel.

Instacart is currently only accepting orders from customers who are willing to pay the delivery fee. Instacart Express members in Dallas are facing restrictions when trying to place orders on the platform. Screenshots have been taken to demonstrate that non-subscribers are allowed to check out with a delivery fee, while Express subscribers are not. This issue needs to be addressed as it undermines the value of the annual subscription. If Instacart continues to prioritize non-members over members, the Express membership loses its purpose. Consideration should be given to ensuring fair treatment for all customers, regardless of their subscription status.

I recently canceled an order scheduled for delivery on Sunday, April 5th, for next week's groceries. Despite canceling the order earlier today at 12:07 PM and receiving confirmation, I was contacted by an Instacart shopper at 9:05 PM who was still preparing the order. I provided proof of cancellation but was informed the shopper must proceed. I insist on canceling the order and receiving a refund as soon as possible. I am disappointed with this experience and as a result, I will no longer use Instacart. I seek confirmation of the canceled order and the refund to my account. I plan to reach out to corporate offices regarding this unsatisfactory service from both Instacart and Wegmans.