Instacart Customer Service Issues

Archive 17

The following are issues that customers reported to GetHuman about Instacart customer service, archive #17. It includes a selection of 20 issue(s) reported April 3, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
While completing my order from BJs for a large delivery of prescribed over-the-counter health supplements, I didn't have the chance to select a tip amount. Being on a limited fixed income, affording a 10% tip is a challenge for me. Understanding the importance of tipping delivery staff, I request the option to adjust the tip. Additionally, the delivery was scheduled for Tuesday, not today. I was expecting a call at noon regarding the tipping matter, but it never came through. If possible, kindly reach out this evening at [redacted]. Thank you.
Reported by GetHuman-esantora on Friday, April 3, 2020 9:20 PM
I had a bad experience with my Instacart grocery order from FoodLion today. The shopper delivered the wrong items, leaving out most of my order. I tried to contact him, but he had already left. When I notified him via chat, he only asked about hot pockets before ignoring me. A customer service rep called, but we had technical difficulties, and the call got disconnected. Now, I've been on hold for over 2 hours trying to get assistance. All I want is a refund since I received the wrong items and now need to go buy the correct ones myself. It's frustrating and I can't afford to waste money like this, especially during these times.
Reported by GetHuman-pepergi on Friday, April 3, 2020 10:37 PM
Order number @[redacted]92. I placed an order on 03/24/[redacted] and it was delivered on 03/28/[redacted]. However, we received dog treats that we did not order, even though we do not have a dog. Additionally, I was charged for 5 bottles of Naked Grape Cabernet but only received 3. I reported the issue online 7 days ago and spent 4 hours on hold with customer service over the phone without any response. I am requesting a detailed list of charges and the total bill for the credit card ending in [redacted]. Despite multiple attempts, I have not received a satisfactory response from customer service. If I do not receive a resolution soon, I will discontinue using Instacart and share my negative experience with others.
Reported by GetHuman-cszitlow on Friday, April 3, 2020 11:47 PM
As an Instacart shopper, I recently had a negative experience I'd like to share. I accepted an order from Wegmans and waited outside in the rain and cold for almost 2 hours due to store restrictions. Sadly, I wasn't able to enter the store and shop for the customer. Despite waiting in line, Instacart didn't compensate me for my time. When I contacted customer service, they were unhelpful and accused me of not even being at the store using GPS data without providing evidence. The chat support was slow, unresponsive, and eventually disconnected on me, leaving me without pay or resolution. It was frustrating, and I hope my concerns are heard and addressed.
Reported by GetHuman-adlyme on Saturday, April 4, 2020 4:18 AM
I am extremely dissatisfied with your service. I plan to warn everyone about my negative experience with the delivery service as it was a complete disaster. The replacement items I received were unacceptable substitutes for what I had ordered, and my cold items arrived warm. Despite requesting a call upon arrival to tip the delivery person, they simply left the items in my garage without notifying me as promised. The level of service was far below standard, and I feel honesty and reliability are crucial, especially during these times. I will be contacting Publix about this issue. Though it may seem insignificant given the state of the world, the delivery service should feel ashamed of their performance.
Reported by GetHuman-trdommer on Saturday, April 4, 2020 4:27 AM
I am an Instacart shopper who attempted my first shopping run tonight. During checkout, the app failed to display the barcode to the cashier, resulting in a refund and reprocessing of the order. Subsequently, my Instacart debit card was refunded, preventing further transactions and leaving me stranded in the grocery store for 90 minutes without assistance from Instacart. Despite trying troubleshooting steps, contacting the Instacart helpline (which was unavailable until the next day), and engaging in a chat within the app for over two hours, I received no resolution. This situation is unsatisfactory and reflects poorly on Instacart's service. With an influx of 50,[redacted] new shoppers, the lack of support for existing shoppers is disappointing. The grocery store has not been paid for a $70+ order, and I am unable to accept more batches due to the card issue.
Reported by GetHuman4582515 on Saturday, April 4, 2020 7:47 AM
I recently received an incorrect order from Instacart. Instead of paper towels and toilet paper, I received two rolls of film typically used for packaging meat. I paid $44.68 for this. I tried calling them yesterday but couldn't get through. I was only refunded $32.20, which is not acceptable. I demand a full refund of $44.68 and for the items to be picked up. I am a hardworking RN and I am exhausted dealing with this issue. Please contact me at [redacted]. Thank you. - MJ
Reported by GetHuman-milki on Saturday, April 4, 2020 3:03 PM
On 31/3/20, I placed a grocery order via Instacart for my 80-year-old relative residing in a senior citizens' apartment building in a different city. With no other family nearby, it was crucial. Initially scheduled for 3/4/20, I understood when it got pushed to 4/4/20. Disappointingly, on 4/4/20, I received an email stating the delivery was delayed until 9/4/20. Despite the situation, I couldn't reach Instacart via phone, live chat, or email to highlight my relative's vulnerability and urge them to prioritize the order. Feeling let down, I now need to seek an alternative without involing a middleman. It pains me that my relative, due to my choice of Instacart, has to manage for a week without essentials.
Reported by GetHuman-dreamzbo on Saturday, April 4, 2020 3:52 PM
Yesterday, I placed an order with Instacart through HEB in Sugar Land, Texas. I ordered 4 packs of HEB paper towels, 6 rolls per pack at $9.70 each. The total was $49.22 including a delivery fee, sales tax, tip, and service fee. A $60 hold was placed on my bank account. However, when the delivery arrived three hours later, I received only two single rolls instead of the 4 packs I ordered. I tried to report the problem through email and phone, but did not get a resolution. Being 74 years old and at risk due to diabetes, I rely on deliveries and cannot easily go out, especially during the pandemic. Despite the delivery arriving within the 5-hour window, the incorrect items were disappointing. I will contact my bank and the BBB for assistance.
Reported by GetHuman-kimpurne on Saturday, April 4, 2020 5:55 PM
I accidentally submitted a report with incomplete information regarding damaged produce during my first instacart order. Now, I cannot access the order to add additional details. Instacart seems to have disabled all customer communication, as both the chat feature and phone support are unavailable. Despite understanding the high volume of requests, it is frustrating not being able to reach out for help. As a new customer, this experience makes me consider canceling my subscription due to the lack of available customer service assistance.
Reported by GetHuman4584855 on Saturday, April 4, 2020 6:58 PM
I placed an order last Monday for delivery on Thursday, ordering from BJs and Publix Supermarket. Despite requesting no substitutions and paying approximately $[redacted], the BJs order arrived with several wrong items due to substitutions, missing items, and only one correct item. Publix's delivery was repeatedly delayed until finally not arriving at all. I tried unsuccessfully to cancel the order online, managing to cancel most items but not the deli meats. After sending multiple emails to customer service and enduring long hold times on the phone, a delivery arrived on Saturday, two days late, which I refused. The delivery person tried to contact someone about the issues but failed. To top it off, there was an incorrect charge of $49.32 on my Mastercard for an $18 soda. I am requesting a refund for the incorrect charges and proper communication to resolve these issues. This situation feels like fraud and is concerning enough to potentially warrant legal action.
Reported by GetHuman-fcubed on Saturday, April 4, 2020 7:16 PM
Today, I had a delivery from Ariana shopping scheduled between 1-1:30 pm. Adriana, the delivery person, confirmed the order and total cost as $[redacted].17. However, upon delivery, I found out that the actual total was $[redacted].24. This discrepancy has caused financial issues as my rent and cable payments may bounce due to this unexpected difference in cost. I would like to be reimbursed for the overcharged amount. As a regular customer, I have always appreciated your service but this experience has been disappointing. My health condition also makes it essential to maintain accuracy during transactions. I hope this issue can be resolved promptly and that a similar situation can be avoided in the future. - D.M. Trant
Reported by GetHuman4584999 on Saturday, April 4, 2020 7:25 PM
My recent experience was extremely disappointing. If possible, I would give this seller negative feedback. Despite informing her about my wish to cancel part of my order, she proceeded to only refund three out of four items, leaving me charged for one. She claimed the delivery was on its way, but moments later, falsely stated it had been delivered. Her failure to comply with instructions, alongside what feels like dishonest behavior, has shattered my trust. She was impolite and confrontational, displaying utter disrespect. I am frustrated, appalled, and helpless as there seems to be no avenue for a resolution. Charging items to my account without delivering them is completely unacceptable and unprofessional. This experience has been far from satisfactory.
Reported by GetHuman4585156 on Saturday, April 4, 2020 7:57 PM
I would like to have my first-time promo code offer reactivated for use. I had the first-time user promo code (BJS1FD20) but mistakenly closed my order as I wanted to consult with my son before finalizing the purchase. Unfortunately, I lost the code and it showed as used. In my account, it states that I have a first-time promo for free delivery expiring sometime in November [redacted]. Kindly reactivate my first-time free delivery promo code. Thank you in advance.
Reported by GetHuman-rosettae on Saturday, April 4, 2020 8:01 PM
I made an order through Instacart for a grocery delivery from Shaw's in Augusta, Maine on Wednesday. I received a notification on Thursday that the delivery would be delayed until 8pm on Friday. However, my order has not arrived yet. I tried contacting them through both phone and video chat but only got a message stating that phone support was unavailable and to check their "help page". I find it frustrating that I cannot get updates on my order. I understand the current situation and empathize with the shoppers, but I believe it would be helpful to receive text or email updates. As a paid subscriber to Instacart, I expected better service. I would appreciate it if my order could be complimentary due to the extended delay. It has been three days without any update, which is not the usual one-hour delivery timeframe. I am aware of the issues some shoppers are facing and believe Instacart should address their concerns promptly. Nonetheless, they should still be responsible to their customers during this time.
Reported by GetHuman4585615 on Saturday, April 4, 2020 9:50 PM
I began an order for Lindsey F. in Apopka, FL on Instacart, but the app crashed while I was at Publix. Unfortunately, after waiting 45 minutes, I had to return the items and leave without completing the delivery. Two hours later, when I managed to access the app again, the order was still pending, and the clock was ticking. I informed Lindsey about the app issues and that her order couldn't be fulfilled. She said she would contact customer service to cancel it. I hope this won't impact my ability to pick up future orders, and I wish to ensure Lindsey doesn't face any issues with placing a new order. How long does it typically take for the order to be canceled so I can move on to other batches?
Reported by GetHuman4585792 on Saturday, April 4, 2020 10:36 PM
I placed my order on March 26th, but it arrived on April 2nd missing three items: one bag of apples and two bags of tortilla chips. The shopper annoyed me by having an attitude and not following my list properly. Despite ordering a lot of meat and reminding her of its importance, she did not pay attention and did as she pleased. She failed to inform me before paying as I requested and then claimed Instacart would not allow her to purchase all the meat. This miscommunication was frustrating, as I had $[redacted].00 available on my card as payment. I am disappointed with the service and wish to receive a refund. Thank you for your assistance in resolving this.
Reported by GetHuman-eelhas on Sunday, April 5, 2020 3:17 AM
Recently, an incident occurred at Royal Oaks Senior Living in Bradbury, CA during a grocery delivery. Mr. L.A. arrived to drop off groceries and was instructed to leave them at the guard shack for internal distribution. However, he insisted on entering the facility, causing discomfort to the guard. Inside, he attempted to photograph a customer's driver's license and misrepresented his employer, initially claiming to work for Ralphs. After contacting Ralphs, he admitted to working for Instacart but was uncooperative in providing further details. Despite being asked to wait in a designated area, he approached the customer closely, breaching safety protocols. This behavior contradicts CDC guidelines, leading to the decision to disallow Instacart deliveries at our establishment. The incident was reported to management for documentation and resolution.
Reported by GetHuman4586478 on Sunday, April 5, 2020 3:20 AM
I did not receive my Instacart order from Sprouts on April 4th as scheduled. The delivery person, Mary, called me from a Chicago number but left a message since I didn't recognize the number. She mentioned she couldn't find my location. When I called back, I couldn't reach her. The app shows my order was delivered at 12:03 PM, but I didn't receive anything. They charged me $47.23 quickly. I've tried contacting Instacart multiple times with no luck. I'm on a fixed income and self-isolating, so this loss is significant to me. I've informed my credit union and will dispute the charge. I hope Instacart responds soon, or else I will have to escalate this issue further.
Reported by GetHuman4587307 on Sunday, April 5, 2020 12:14 PM
I have been attempting to reach out concerning my grocery order since yesterday. I received a message from a California number stating my groceries were left on my front porch in a chair. The issue is I do not have any chairs on my front porch. My household waited in the living room for hours because the delivery time kept changing. Could you kindly inform me when my groceries will be delivered or when I can expect a refund for the undelivered items? My suggestion for Instacart is straightforward: "Please deliver what I paid for or refund my money."
Reported by GetHuman4587459 on Sunday, April 5, 2020 1:37 PM

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