Instacart Customer Service Issues

Yesterday, the driver delivered the wrong item, charged the same amount, and the produce was bad. The coffee filter had a hole. I overlooked it. Today, the driver charged me for an item he didn't deliver, didn't leave it, but left the receipt with higher prices. The greens were overpriced, milk was damaged, and dates not refunded, which is concerning during Covid-19. It seems like there might be issues with staff honesty or training. Waiting over 2 hours on hold was frustrating. I expect a refund for the undelivered items, tip, and service fee. The produce quality was also disappointing. I am very disappointed and won't use the service again or recommend it.

I placed an order through Instacart for Costco on March 25, [redacted], with a promised delivery date of March 30, [redacted]. However, they notified me it would be delayed due to being behind schedule. As of April 1st, my order has not arrived, but the website confirms it has been received. I am a senior citizen with health issues, relying on this service to avoid going to the store. Despite being an Instacart Express member, I am still waiting on an order placed a week ago. I need assistance as there are no available delivery times shown, even after waiting for days past the initial 5-day promise.

Hello, I am a new customer who used Instacart for the first time yesterday. I placed a small order that was delivered at 7:30 p.m. in Philadelphia. The delivery was made by a lovely young lady named Tyler who provided excellent service. Upon reviewing my bank account, I noticed an unauthorized order scheduled for Monday, April 6, [redacted], with the same items I received on Tuesday, March 31st. $70.00 has been reserved from my bank account for this order, which I did not place and do not want. I was initially pleased with Instacart and had planned to continue using the service to shop at Shoprite or Aldi. Unfortunately, Target did not have many food options. However, now I am hesitant to place another order due to this issue. As a senior citizen, $70.00 holds significant value to me, especially during bill-paying time. I am looking forward to your prompt assistance in canceling this order and resolving this matter. Thank you for your attention to this matter. Best regards, Gertrude Carter

I recently signed up for Instacart membership and want to place a trial order for delivery in 2-3 days. However, when attempting to check out, I receive a message saying there are no delivery times available due to busy shoppers. I am willing to wait for a few days, but can't find an option to schedule it for later. Instacart should allow customers to choose future delivery dates during checkout.

I received an Aldi order with 2 spoiled bags of mixed salad. Also, just got a Publix delivery in Florida where a pint of ice cream was somewhat melted at $6.79 each without being placed in a hard side cooler. I'm having trouble with Instacart as my zip code [redacted] is for Winter Garden, but I am closer to [redacted] in Kissimmee. When I use Instacart, it directs me to an Aldi store 15-20 miles away instead of the one that is only 1.5 miles from my location. I tried calling about this but couldn't wait for the 2-hour hold time. Can you help me fix this issue? Thank you. - Paula Vela

I must share my disappointing experience with Instacart's recent service. I just received an email notification that my order was still being processed, even though I already received the delivery half an hour ago. Initially, the shopper, Lloyd, would text me regarding any substitutions, but this communication abruptly stopped midway through the shopping process. I was surprised to find unapproved substitutions in my order upon delivery, despite my explicit requests to remove certain items the day before shopping. The organic bananas were overripe, the ice cream sandwiches arrived completely melted, and the promised insulation for perishable items was nonexistent. My previous encounters with Instacart were positive, but this time was quite the opposite. I am seeking a refund for the unsatisfactory items, including the ice cream and bananas, along with the service fee. The affected products include onions, apples, oranges, ground beef, grape tomatoes, tomatoes on the vine, and zucchini. Kindly advise on the refund process. Thank you for your assistance. - Bari C.

I was supposed to receive an order delivered to 55 W. Levering Mill Rd, Bala Cynwyd, PA last evening, but the order has not even started processing. When I tried calling, the wait time kept increasing. I understand the current situation but I just want to know when I can expect my groceries. I received a message to reschedule, but there are no available dates or times. I can't access the app properly, as signing in only leads to guest mode. I have to use my laptop for everything. My email is [redacted], and my phone number is [redacted]. This order has been pending for 6 days now. Please assist me in setting a new delivery date. I was expecting the groceries last night and I'm confused why it wasn't automatically rescheduled for today, given the long wait time in the queue.

I called and was informed there is a [redacted]-minute call waiting time. I currently have my phone on speaker but am unable to address my issues. My landline phone number is [redacted], and my cell phone number is [redacted]. I have placed three orders with Instacart Express. In my most recent order with Fred Meyer, I was mistakenly charged a delivery fee even though I am an Instacart Express member. I have additional comments to share but space here is limited. Thank you.

I placed an order with Instacart/Publix two days ago to pick up at Alico Publix in Fort Myers, FL, between 4:00-5:00. I received an email saying there was a delay and to reschedule for a week later. Due to my weakened immune system, I couldn't wait, tried to cancel but couldn't access the cancellation page. I deleted all items except the last two, which I couldn't cancel. Luckily, the option appeared to delete the order. However, it only refunded the last two items. I expect a full refund as I was charged for the order, and I won't pay for any correction fee that may apply, which seems unnecessary.

Hello, I received a call from the store about the SCHWEPPES club soda being out of stock. Initially, I was told my money would be refunded to my card. However, I was later informed that this was not possible, and I needed to contact customer service for assistance. Upon reaching out, I was faced with a long wait time of [redacted] minutes. I urgently need the refund to be processed. My name is Terry L Howard Sr, you can reach me at [redacted] or [redacted] This issue pertains to my most recent order. Additionally, I had another problem with a previous order where I only received three six-packs instead of ten. The shopper mentioned I would be refunded for the missing items, but I have yet to receive it. I am eager to have these matters resolved promptly. Thank you.

I placed an order through Instacart with Ralph's in Santa Monica last week. My shopper finished my order and tried to pay with Apple Pay. My account has my credit card info, so why that was done, I don't know. The store refused to take Apple Pay. The order was due between 7 and 8 pm today. Now, of course, there are no delivery times available. I am a senior living alone. I cannot go to the store, even during so-called senior times. I need my order. On the site, it says someone else is shopping my order, and yet I get the ! in a red triangle symbol next to anything I try to message to him. I understand how bad things are right now, so I was willing to wait almost a week for my order. It was in a shopping cart! Help!

I recently started working with Instacart and encountered an issue while trying to pay for groceries at Harris Teeter. The store doesn't accept Apple Pay, but my payment card hadn't arrived or been activated yet, causing a problem with the transaction. Even though the app should be aware of this, it still assigned me batches that required the card. As a result, I noticed deductions from my funds, which was frustrating since it wasn't my error. I'm new to using this app, and up until now, I had successfully completed other orders without any problems. I hope Instacart can improve their communication process to prevent such situations and provide better customer service. It was challenging to resolve the issue without anyone readily available to assist me, and I ended up waiting for an hour at the store before getting any feedback and noticing the deductions from my funds.

I am a customer from Felton, Delaware [redacted]. I placed a grocery order via Instacart on March 25, [redacted], at Safeway in Dover, Delaware. The delivery was made on 3/26/[redacted]. Unfortunately, there was an error with my order as the shopper, Ajia, accidentally added 26 cans of crescent rolls instead of the 2 cans I actually purchased. This mistake resulted in an overcharge of $78.26. My total bill should have been $[redacted].50, but Instacart charged my account $[redacted].76. I have the original grocery receipt showing the correct amount. I am requesting an immediate refund of the extra $78.26. I really cannot afford this mistake, especially during these challenging times as a senior citizen on a fixed income who has lost their part-time job due to the Covid-19 situation.

Good morning. Yesterday, I had an issue with a delivery for a customer named Manuel C. at [redacted] West 16th Ave, Hialeah, FL [redacted]. The delivery was challenging as the security at the gate initially refused to accept it. After some back and forth, he agreed to let me leave it there temporarily. However, as I was leaving, he instructed me to take the delivery back to Publix at [redacted] West 49th St, Hialeah, FL. Upon returning to Publix, the representative was unsure how to proceed. I tried reaching out to the customer multiple times via text and call without any response for over an hour. Publix informed me they couldn't take the return due to COVID-19 measures. I ended up taking the items home, but I believe it's not right to keep them. I would like to return the order as I feel it's not ethical to keep it. If you need to reach me, my name is Michael S. at [redacted] or [redacted] Thank you.

I ordered toilet paper from Market Basket via Instacart back in March. After multiple weeks, I finally received a text from "Joseph" explaining they couldn't find the item with a photo of an empty shelf. Why did it take so long for them to inform me? When I attempted to reply, I got prompted for a password I couldn't recall. Consequently, I couldn't reach out to them. A week later, they messaged me that the order couldn't be fulfilled and a refund would be issued. I need details on where and how much the refund is for. Trying to call customer service, I was informed of a [redacted]-minute wait time! This lack of efficiency and professionalism is unacceptable. I will not be using their services again. I want clarification on the refund. Thank you, - Ms. B. T. from Beverly, MA.

I have been struggling to change my password on my Instacart account. After successfully setting up the account for grocery pick-ups at our local Cub Foods in Willmar, Minnesota, I experienced password issues during my next shopping attempt. Despite multiple emails and efforts from the store's assistant manager to contact Instacart for help, I have been unable to resolve the password problem. When trying to create a new password by clicking on "forgot password," the system prompts me to enter the old password first, which is denied. Although I received an email allowing me to create a new password without the old one, the link provided had expired when I tried to use it. This issue has prevented me from shopping for groceries, so I am reaching out for assistance. Please ensure that the password reset process works correctly before it denies access again. You can reach me at [redacted]. I even attempted to contact customer service but was disconnected after a long wait.

I did not receive my food delivery. This was my first time using the app, and I expected the shopper to leave the groceries if I couldn't come down immediately. I thought there would be better communication options available. I have spent a significant amount of money, which has been deducted from my account. During this challenging pandemic, obtaining essentials has been particularly hard. This situation saddens me as my income is limited, and my family urgently needs food. I kindly request for my order to be re-delivered promptly, with a more considerate shopper. Thank you.

I am reaching out on behalf of C.B. ([redacted]; [redacted] Connolly Dr, Milltown, NJ), my elderly parent, who placed a grocery order through Instacart for delivery from BJ's Wholesale Club. The scheduled delivery time was for today (4/1/20) before 6:50pm. Throughout the day, he kept receiving notifications from Instacart stating the order was delayed, pushing back the delivery time repeatedly. Eventually, the message came that the delivery would not be made today, requiring a new time slot selection. Unfortunately, there are no other available slots. Given that these are elderly individuals confined to their home and in need of the groceries they ordered, immediate action is necessary. Instacart must prioritize their order instead of pushing them to the back of the line due to the delay. The current situation is inadequate and this issue needs to be resolved promptly. As I am unable to assist in person due to quarantine, it is vital that they receive their items right away. If expediting their order is what it takes, then it must be done. I urge Instacart to address this matter urgently, potentially escalating it to a manager or sending a staff member to the store. These groceries need to be picked and delivered immediately. For any assistance, please feel free to contact me at any time via phone: [redacted]. Best regards, Jordan Bear

I am extremely disappointed with my recent experience with Fresh Market. I placed an order (# [redacted]) a week ago and was scheduled for delivery on April 1 between 5-6 pm, with a confirmation text. However, the delivery was continuously postponed through texts: first to 7:15-7:45 pm, then 8-8:30 pm, and later 9:30-10 pm. Trying to address the issue with Instacart, I faced a one-hour wait on the phone, which eventually extended to [redacted] minutes. Given my recent knee surgery and inability to leave the house, the prospect of rescheduling for April 7th was unacceptable. Frustrated, I decided to cancel the order. The lack of communication and reliability in this situation is truly appalling.

I received my order, but it was missing an item and the organic ground turkey was substituted with non-organic ground turkey. Although the weight of the substitute was more than double the original, the price per pound was lower, resulting in a lower overall cost. Despite my shopper sending a photo showing the item at $17, it ended up being charged at $46 in my order due to a pricing error carried over from the organic ground turkey. I have been trying to contact customer service since Monday through various channels without success. My email is [redacted]