Instacart Customer Service Issues

I placed an order for groceries at Kroger on 4/2/[redacted]. Unfortunately, my order was delivered to the wrong address and was incorrect. Due to underlying health conditions, I couldn't make contact with the driver and rated her before realizing there were errors. I have photos and recipient information if required. Instead of six individual bananas, I received six batches. I ordered 15 containers of 17.6oz Fage 0% yogurt but got charged for the smaller 6oz ones. Similarly, I was charged for an 18oz blueberries but given a 9.6oz package. Various other items were mixed up or replaced without my permission. I understand the current situation is challenging, but I rely on these services due to my health. Although I don't want to cause problems, I am dissatisfied with this experience. I would appreciate a refund for the incorrectly charged items.

On 3/30, I received my order fulfilled by shopper Nieves. Although I was refunded for Nieves' errors on some items, I have noticed additional overcharges on the receipt. It appears I was charged for the items I initially requested but received cheaper substitutions. For instance, I was charged $5.14/lb for chicken breasts that were marked at $3.99/lb, resulting in a $3.18 overcharge. Similarly, I approved a $7.55 substitution for baking soda but received smaller boxes worth $1.13 in total, leading to a $13.97 overcharge. These mistakes, along with previous errors, indicate that I have been overcharged $17.15 in total. I kindly request a refund for the overcharged amount.

My delivery scheduled for Wednesday, April 1, [redacted], never arrived. Despite waiting until 10 pm, it didn't show up. Expecting it to be delivered the next day, on Thursday, April 2, [redacted], I was surprised to find out that the order had been canceled without any notice. How could this happen without any communication? I wasted two days waiting for a delivery that never came! This lack of notification is unacceptable. If the order had to be canceled, I should have been informed promptly. I am extremely disappointed with the service from Instacart. I will not use it again, and I plan to share my negative experience with others. Social media can have a powerful impact, so beware.

Subject: Re: About Your Recent Instacart Order Hello, I understand the importance of timely deliveries and apologize for any inconvenience caused by the delay in your recent order. If you wish to reschedule the delivery, you can easily do so by following the steps provided below, either through the app or on the website. If you prefer to cancel your order, you can also follow the steps outlined in the email. For any further inquiries regarding your order, feel free to respond to this email. Best regards, Nideth Instacart Care P.S. To place an order with another Publix store in Florida, please feel free to do so to ensure timely delivery.

I recently ordered delivery from Foodlion.com, but it was fulfilled by a third-party service, Instacart. Despite only ordering three items and providing a $2 tip (around 15% of the total), there were several issues with the delivery. The delivery driver used an old phone number from my Instacart account, causing communication problems. Only one of the three items I ordered was available, resulting in a delivery of a $2 pack of bologna for a total charge of $14.03. I understand that stock availability is not the fault of Instacart, but better communication from the shopper could have prevented this situation. I've been unable to get in touch with online support and waiting on the phone for a resolution, but the estimated wait time is still too long. My order number is [redacted] and you can reach me at [redacted]

Last Friday, I had a delivery scheduled between 9 p.m. and 10 p.m. Unfortunately, the store closed at 9, causing a bit of confusion. After spending [redacted] minutes on hold, I was finally able to cancel my initial order and the corresponding charge. I promptly placed a new order at the same store and selected the 8-9 p.m. time slot for delivery. However, I received a text message indicating that my order would arrive between 8 p.m. and 10 p.m., which is causing some inconvenience. As a 75-year-old with diabetes, it's challenging for me to go out, so timely delivery is crucial for me. I kindly request your immediate assistance in resolving this issue as I urgently need the food delivery.

Firstly, I understand the current busy situation and the need for everyone to stay composed. Thank you. Secondly, I've been attempting to place orders for my less tech-savvy older parents. Each time I check delivery times for a store in their area with the zip code [redacted], I encounter a message saying delivery times are unavailable, suggesting I try another store. Given that all the other stores are also showing as unavailable, the recommendation to 'try another store' becomes pointless. This situation makes me feel powerless and somewhat offended. I am making every effort to ensure the safety of my parents, and being met with this response from the app is incredibly frustrating. In conclusion, my feedback is to remove that particular language until the COVID-19 situation improves. This wording comes across as insulting during these challenging times.

Sometimes, the delivery date vanished after changing a couple of times, and my cart unexpectedly emptied, forcing me to re-add the items. My American Express payment was initially on hold, but the hold was later released. I received a surprise delivery of six items on Wednesday, followed by my larger order on Saturday, which included some items duplicated from Wednesday. I acknowledge making mistakes, but I am unsure what they were due to insufficient instructions. While viewing a basic demo video from Instacart's early days, the demo order seemed flawless and did not address common errors to avoid. I am contemplating whether checking out multiple times contributed to my issues.

On March 31st, we placed an order for groceries to be delivered by April 1st. Despite the website mentioning a delivery on April 1st, the driver actually dropped off the groceries on the evening of March 31st in the lobby of our apartment building without notifying us. We discovered our perishable items like chicken, eggs, and milk worth $40 sitting in the open lobby the next day, rendering them unusable. We have reached out via email and have attempted to contact customer support multiple times since yesterday, enduring long wait times on the phone. We are seeking a resolution for this error, either a refund or a re-delivery of the items we purchased.

I encountered an issue with my shopping cart being empty after placing an $85 grocery order at Wegmans through Instacart. Despite the payment going through, there is no record of my order. This situation is frustrating as I urgently needed the groceries today, but the delivery is delayed until tomorrow at 5 p.m. ET due to the IT problem. I have received multiple notifications about the delay, even though I selected a delivery time within five hours. I expect the delivery fee to be waived since the groceries will not arrive as requested. Additionally, I noticed the $10 credit was not applied to this recent order. I would appreciate clarification on this matter.

I received two separate deliveries today, one from Costco and one from Sprouts. Both deliveries charged me for items that were listed on the receipt but were missing. From Costco, I did not receive a large Caesar salad bag, frozen fruit smoothie mix, calcium vitamin, and a bag of hemp hearts. Additionally, from Sprouts, I was missing the organic chicken thighs that the shopper replaced with a non-organic brand, which I had requested in the chat for him to return. I appreciate the service provided but I cannot afford to pay for items I did not receive. I kindly request either the delivery of the missing products or a refund for the items not received promptly. Thank you and stay well.

I placed an order with Sprouts yesterday (order no. [redacted]29) for 12 bags of oranges. However, they were out of stock of the bags, so the shopper, Beth, got me 12 Cara Cara oranges instead. Surprisingly, I was charged $41.88 for 12 bags even though I received individual oranges. I have contacted Sprouts multiple times through email, Facebook, and Messenger, but have not received any responses. I even waited on hold on the phone for 2.5 hours only to be told repeatedly it would be a [redacted]-minute wait. Time passed, but the number of minutes never changed. I am seeking a refund for the overcharged bags of oranges and am willing to pay for the 12 individual oranges I received.

An order was placed at 8:10 yesterday morning (Thursday), and the delivery has been delayed multiple times. It is now scheduled for tomorrow evening (Saturday), which is over two days from the order date. If timely delivery cannot be guaranteed, orders should not be accepted, as customers are inconvenienced by the funds being put on hold. It is important to address this situation promptly, otherwise further action may be taken, including adding complaints to the BBB.

I had a delivery scheduled for Thursday, April 2 from Price Chopper/Market 32 in zip code [redacted] that never arrived. I received three updated delivery times by email but the order never came. There was no information on rescheduling and the progress tracker only showed the order as received, even though I was already charged for the delivery. I cannot find a way to contact Instacart about this issue. I would appreciate receiving the food I ordered or a refund for the charges.

I had a terrible experience with my recent order mix-up. The items I need to return are Aunt Jemima Complete for Aunt Jemima Whole Wheat, Publix Premium Coffee for Decaf, and 2% Grassfed Milk for Grassfed Whole Milk. I received Roasted Cashews instead of Red Skinned Peanuts, an extra bag of carrots, and an English Cucumber instead of an Organic Cucumber. Additionally, I got 2 Cucumbers instead of 2 Zucchinis and Michael's Marinara Sauce instead of Michael's Gravy. The replacements I didn't get are Fresh Step Unscented Ultra for Fresh Step Litter unscented and Carr's Water Crackers for Firehook crackers. I was billed for 1 Red Grapefruit I didn't receive and received 1 Naval Orange and 2 Pears which were damaged.

I have been experiencing ongoing issues with my PUBLIX order disappearance on the website. The situation fluctuates, making it difficult for me to track. Today, I noticed my recent short order was delivered but the large order totaling $[redacted].68 has gone missing. As a diabetic reliant on this food source, this has caused me distress. I urgently need clarification on the payments made and the status of my orders. Sadly, contacting customer service leads to an extensive 4-hour hold with no resolution. Despite my frustration, I remain hopeful that someone will reach out to assist promptly. Your attention to this matter is greatly appreciated as I anxiously await your response. Thank you, M.

I did not receive my Kroger order that was supposedly delivered twice on the 2nd. I have a receipt for the charges, but the items were never received. Additionally, on the 1st, I received an incomplete order where the milk I paid for was missing. The same delivery person appeared on both receipts. I am a senior citizen and faced difficulties with the deliveries. I have tried to address these issues through customer service but have not had success. I have contacted my credit card company to stop the payment and plan to file a complaint with the Better Business Bureau. I am currently on hold, experiencing long wait times to speak with a representative about resolving these problems.

I need assistance! An Instacart shopper deceived me by claiming there was an issue with my payment and requested I pay through CashApp. After delivering my groceries, I discovered the person wasn't the same as in the profile. Now, I've been charged by Instacart and lost money due to this dishonesty. I've contacted Instacart three times, but each call resulted in over an hour on hold followed by a sudden disconnection. I am desperate to speak with someone or have them reach out to me. I demand a refund for the money I lost to this deceitful scam. This experience has left me unwilling to use Instacart in the future due to the poor customer service, unscrupulous shoppers, and the impossibility of reaching a helpful representative. I appreciate any assistance.

Hello, my name is Ankhbayar Ganbold. I encountered an issue with my app today, which led to two orders being placed simultaneously at 12:23 PM on 03/27/[redacted]. Although I completed the first order for Jenny, the second order for Kathy remained in my app. Despite collecting all of Kathy's items, my card was declined at the cashier. I attempted to resolve the payment issue by making adjustments but was unsuccessful. After contacting the customer and even switching cards, the problem persisted. My attempts to reach customer service for assistance were fruitless. Unable to cancel the batch, I had no choice but to leave all the products at Costco and complete the process in the app. The total for Jenny's order was $[redacted].94, of which I have proof. The second order for Kathy was for $[redacted]. My app is now deactivated, and I am seeking assistance to reactivate it promptly and understand the reason for its deactivation via email. I hope for a swift response to my email as I have been unable to reach customer service by phone.

Hello, my name is Ankhbayar Ganbold. I can be reached at [redacted] or via email at [redacted] Unfortunately, my account has been deactivated, which was not my doing. I have evidence in the form of pictures of an order from 03/27/[redacted]. Due to the challenges posed by COVID-19, I have faced issues with processing. The situation arose when my app froze on 03/13/[redacted], resulting in me receiving two orders simultaneously. The first order, belonging to Jenny, amounted to $[redacted].94, and I have successfully delivered it (please see attached screenshot). However, the second order, belonging to Kathy, was still visible on my app. Believing I had to complete this order, I gathered all of Kathy's items and proceeded to the checkout where my card was declined. Instacard then informed me that I had already spent $[redacted].94, which corresponded to the total of Jenny's order, not Kathy's. Kathy's order amounted to $[redacted]. My app has been deactivated due to this misunderstanding. I kindly request your assistance in rectifying this issue promptly and providing an explanation for the deactivation via email so that I may resume using the app. Despite attempting to contact your customer service, I have been unable to connect with a representative. I eagerly anticipate your response via email. Thank you.