Instacart Customer Service Issues

Order Number: [redacted] I understand that these are difficult times, and I wanted to share my feedback on my recent Instacart order from Wegman’s. This was my third time using the service, and I have previously had positive experiences. However, during this order, I encountered several issues. Unfortunately, all the frozen items arrived thawed, and there were discrepancies with some of the products I was charged for but did not receive. For example, I ordered two one-quart containers of heavy cream, but I received two one-pint containers and was charged incorrectly. Additionally, I ordered two Horizon organic milk containers, but I received a different brand and was charged for the original items. The delivery also took longer than expected, starting at 1:30 pm and arriving at 7 pm. I would appreciate a refund for a significant portion of my order. I noticed many items were substituted without my consent. I hope to hear from you soon. Thank you.

Hello, I am Justin Adcox. I recently applied for a job and unfortunately, there is a false charge pending on my record. This charge was falsely made up by my ex in an attempt to gain control of my son. However, she has apologized, and my son is currently with me. Due to the Covid-19 virus, I am unable to go to court until June 6, [redacted] to have the charge dismissed, as she has agreed to do. The restraining order that is no longer in effect also should not impact my ability to work. I am eager to work for Instacart and have experience with delivery services like GrubHub, Door Dash, and Postmates. I am healthy and ready to work hard. I believe high Zinc levels can help protect against viruses, and I have not been sick in years. I would appreciate clarity on this matter. Thank you.

Hello, my name is Justin Adcox. I recently applied for a job, but I have a completely false charge pending on my record due to a situation with my ex. She falsely accused me in an attempt to gain full custody of our son, but since then she has apologized, and my son is currently with me. Unfortunately, I cannot go to court to have the charge dismissed until June 6, [redacted] because of the Covid-19 pandemic. I am eager for this job opportunity and confused as to how a charge that is unfounded, along with a non-existent restraining order that expired in February and was dismissed, could affect my employment with you. I am not concerned about the virus and am ready to work hard for the company. Keeping your Zinc levels high can help eliminate 98% of viruses, and I have not been ill in over 7-8 years.

Regarding my recent delivery from Molly Stones: I ordered 12 12oz Lagunitas beers, but I only received 6 and was charged for 12. Additionally, I requested "Jelly Belly's" but received "Jelly Babies" and was charged incorrectly. For the 2lbs of garlic, I received only 2 small pieces (0.12lbs). The 5-pack of Yehuda matzos that I ordered for $6.99 was substituted with a single box, yet I was charged for the 5-pack. Lastly, I was charged for raisins that were not included in the delivery. Please issue the following refunds: - $5.59 for the matzos (difference between 1 box and 5-pack) - $2.99 for the Jelly Belly's - $7.99 for the missing 6 bottles of beer - $4.49 for the missing raisins These discrepancies show a need for greater attention to detail when fulfilling orders. Unfortunately, I could not locate an order number on the site. The order was placed on April 9th and delivered on April 13th at 3:38 PM by Bruna from Mollie Stone's Markets. Thank you, B.S. [redacted], [redacted]

On Wednesday, 4/8 around 3:30 pm, I bought 6 items from Rouses on Franklin Avenue. Unfortunately, some items were missing, such as syrup. Despite reaching out to Instacart multiple times with no response, I contacted the store manager, Johnathan, who kindly had me come to pick up the missing items at the store. I relied on Instacart service due to being 65 years old and advised by my doctor to avoid going out frequently because of COVID-19. I paid service fees and a tip, which felt unfair as I still had to go to the store. Additionally, I noticed a pricing discrepancy on the receipt where a piece of fish was supposed to be $1.60, but was charged at $11.60. I would appreciate it if someone could address this issue for me. Thank you. - Mrs. Patricia J.

I am experiencing a problem with my order placed on April 10th. The shopper, Kendry, started shopping for 40 items, but the order then reverted to 0 items. Despite reaching out in chat, my messages disappeared and I got no response, leaving the status as "shopping" since last evening. I've contacted customer service with no resolution from Yancel and Ahmed. I also tried calling without success as the line is not accepting calls. I need urgent assistance with my order.

Regarding order #[redacted]90. The delivery never arrived on Saturday. My shopper, Paige, contacted me during the shopping process, but then claimed the order was delivered to an address on Orchard Street that I don't reside at. I have security cameras that confirm the order was not delivered to my address. Requesting a refund for this order. Additionally, I was expecting an order from Costco on Saturday, then the delivery date changed to the 12th, then the 13th, and now today. Can someone please provide an update on this delivery as well? I have been attempting to reach out via phone and messages with no response. My phone number is [redacted], and email works fine too at runswithscissors48[at]yahoo.com.

I am in the process of engaging my lawyer to bring a lawsuit against Instacart for illegally using my debit card. Instacart withdrew $[redacted].00 without authorization, and I did not receive the groceries. Despite my attempts to contact them, Instacart did not respond until they randomly delivered two separate orders to my house, only one containing some of my groceries. This unauthorized withdrawal has greatly impacted me financially. I demand an immediate full refund of $[redacted] and I am canceling my express account. This experience reflects poorly on Instacart, and I will be taking legal action. I intend to share this information in local newspapers.

I placed an order, payment was processed, and the delivery was marked as completed even though I never received my groceries. Customer service is non-responsive. I am still waiting for a refund promised on 4/14/20. The delivery, lost four days ago, is now delayed until the 19th.

Yesterday, I received my order in the late afternoon, and it contained eight or nine items that I did not order. I accepted a few mistakes, but there were at least five items that were changed without my consent, and I would not have chosen them. I reported all of this through the app yesterday, but now I cannot view my order on the screen. I was in contact with a representative who asked how I would like to resolve the issue and provided choices, one of which was a phone call. I selected that option, expecting a call shortly, but I never received one. I now request that a shopper be sent to collect the incorrect items, replace them with the ones I ordered, and reimburse me for the unavailable items. I prefer this resolution as I am unsure if I will continue using your service.

I attempted to place an order for approximately $[redacted] on 4/11, but it repeatedly got declined despite sufficient funds in my account. Subsequently, I added more money and re-submitted the order multiple times. Strangely, Instacart has billed my account with numerous $90 and $[redacted] charges, totaling over $[redacted] on both cards I used, even though my orders were being declined on their website. I urgently require a refund as you have mistakenly charged me more than $[redacted], funds I intended for my children's food. This situation is distressing, and I need a prompt resolution. I insist on a full refund to the original cards as I have no interest in receiving a credit. Timely responses are imperative, or I will escalate this matter.

Today, I was contacted by shopper, R., who informed me that my order placed on April 9th at Gelson's in Los Angeles, CA was being processed. Later, he mentioned a mix-up with another order. Despite my inquiries about delivery, there has been no further communication. The shopper charged me for the order which included items not found or replaced upon my request. I am disappointed with the service and expect a full refund. Although I lack his complete phone number, I recorded [redacted]-48. This experience has been a letdown compared to previous pleasant encounters with other shoppers. I believe this shopper is not suitable for your team.

I encountered several issues with my order on 4/14/20. Unfortunately, I only received half of the items I had ordered. I tried to communicate with the driver via chat while she was in the store, but she did not respond. Additionally, a replacement for mashed potatoes was suggested, but it did not show up in my delivery. The total bill should have been $41.32 if all items were available, but I was actually billed $18.10. The substitution for Bob Evans Mashed Potatoes was listed, but it was missing from the order. This experience has left me disappointed, and I have decided not to order delivery from Instacart again.

Dear Customer Service, I received a text from Ryszard this morning informing me he was shopping my order placed on April 9th at Gelson's in West Los Angeles. Despite my request for no replacements, he suggested substitutes and later informed me that my order got mixed up with another. Regrettably, Ryszard has not responded to my inquiries about the status of my order. Several items were not found, replaced, or refunded. I would appreciate a credit for the entire order and would like a more capable shopper to deliver it tomorrow morning. I prefer not to have it done today due to limited choices in the market. I have enjoyed using your service for about a month, but Ryszard's performance today was disappointing. Thank you.

I recently placed an order that was never delivered. The shopper claimed my address was wrong, even though it's correct in my account. My address is [redacted] 25th Street, but they mistakenly read it as [redacted] 25th Ave. The shopper marked the order as delivered when it wasn't. I haven't received my groceries and no one from InstaCart has responded since the incident on Sunday. I expect a refund for this order. Additionally, I had another order today with unacceptable replacement items. I ordered Tylenol, but received a generic pain relief "PM" version that I can't take. This substitution does not meet my needs. I was also charged a membership fee a day after the non-delivery issue. I want to cancel this membership and be reimbursed, as I didn't have it beyond the free trial period. Please reach out to me promptly. Thank you.

I placed an order with sameday/Costco on April 3 and noticed that two items were missing. I contacted customer service right away to ask if the missing items could be delivered later but did not receive a response. I followed up again, this time requesting a refund due to the missing items. Unfortunately, I have not heard back regarding either of my inquiries. I understand the challenges of the current situation but I would greatly appreciate a refund for the two items that were not included in my order. The missing items were: 2 Organic Tomato and Basil Paleo Chicken Meatballs $16.99 each Total: $33.98 Thank you and I hope you can assist me with this issue.

Please fix my order from Andrelino, who delivered it on April 8th. I did not receive the Plenty Paper Towel Roll as promised. The system did not let me rate the delivery. I also did not want or receive the household items listed. The charges on my bill seem incorrect; I was charged an extra $3.99. Please adjust the bill to remove the extra charges. Thank you. Dennis B. Cell: [redacted] Email: [redacted]

As an Instacart Express member since 4/7/20, I have encountered an issue with my recent order placed on 4/14. Despite my attempts to start a new order, items were added to a previous order from 4/10, resulting in confusion. Not only were my new items mistakenly added, but I also did not receive the Express delivery benefits or discounts I am entitled to. After struggling to resolve this matter for hours, I hope to find a solution here. Currently, my order, totaling approximately $[redacted], is scheduled for delivery between the 15-16, encompassing both new and old items. I seek clarity on why this happened and how to prevent it from occurring in the future. Your prompt assistance would be greatly appreciated. Thank you, Nancy L.

My order, according to my account, shows as "Vishaen delivered your order." It was placed on April 13th and marked as delivered on April 14th at 11:31 AM from Publix. However, I did not receive the order. Despite having Vishaen's cell number from a previous interaction, I learned around 12:15 PM that he mistakenly delivered it to the Humane Society outside of Margaritaville instead of my correct address at [redacted] LandShark Blvd. within Latitude Margaritaville as specified in the order. Vishaen acknowledged the error and offered to retrieve and redeliver the items, but due to the food being outside in the sun, I declined. I requested a full credit for the order, as it still shows as "DELIVERED" on my account and has not been refunded to my Visa. I am hesitant to use the service again until this issue is resolved. Thank you. C. Navarra.

I recently placed my first delivery order from the Sprouts store located at 41st/Harvard in Tulsa, Oklahoma store #[redacted] on Tuesday, April 7, [redacted]. Unfortunately, my order was delivered to the wrong address due to the delivery person relying on GPS and not checking the house numbers displayed prominently on my property. The groceries were left outside for over 45 minutes before they were returned to me, causing my frozen tilapia and other perishables to start thawing. I contacted Sprouts immediately, but they directed me to Instacart for a refund. Despite my efforts, I have not received any response from Instacart, and they are not taking phone calls at this time. I paid $53.59 for the order, including a $4.40 tip, and I am a senior on a fixed income. I would greatly appreciate your assistance in resolving this issue.