Instacart Customer Service Issues

Subject: Concern Regarding Missing Item for Immune Deficiency Dear Instacart Team, I hope this message finds you well during these challenging times. As a loyal customer, I recently placed a significant order with your service. I am reaching out not to complain but to address a crucial matter related to my health and well-being. Due to my immune deficiency condition, my doctor has prescribed specific vitamins essential for managing my health. These products, Kirkland Signature Calcium 600mg with Vitamin D3 and Kirkland Signature Adult 50+ Mature Multi Vitamins and Minerals, are crucial for my condition. While the Calcium product is available on the Costco website through Instacart, I noticed the Adult 50+ Multi was omitted. I have spoken to a Costco representative who confirmed the availability of the product in-store, and it is a bestseller on their website. I kindly request your assistance in rectifying this oversight by adding the Kirkland Signature Adult 50+ Multi to the Costco Instacart Website promptly. My family and I, who are strictly quarantined to protect my health, are in urgent need of this item. I understand the current circumstances are challenging, but your support in resolving this matter would be greatly appreciated. Thank you for your attention and understanding. Warm regards, Ed D. San Diego, CA

Dear Instacart Customer Service, I hope this message finds you well during these unprecedented times. As a loyal Instacart customer, I have an important request regarding a missing item in my order. Due to my health condition, I am in need of specific vitamins that were not included in my scheduled delivery. The Kirkland Signature Adult 50+ Mature Multi Vitamins and Minerals is a crucial supplement recommended by my doctor for my immune deficiency (neutropenia). I have confirmed with a Costco supervisor that this item is available in their store nearby, and he mentioned it was likely an oversight on the Instacart website. I kindly ask for your assistance in adding the Kirkland Signature Adult 50+ Multi to the Costco Instacart website so I can complete my order. My family and I are in quarantine, and this oversight has caused unnecessary stress. I appreciate your understanding and prompt attention to this matter. Your help in rectifying this situation will be greatly appreciated. Thank you for your time, and I look forward to a resolution soon. Warm regards, Ed Duvin

Yesterday, I had a frustrating experience during a full service order at Sam’s Club. Everything was smooth until I encountered a problem at the checkout station. The app froze, preventing me from proceeding with the order despite my attempts to resolve it. After waiting for an hour and a half without success, I had to leave. It was only late last night that the app started working again. I had to cancel the batch and contacted the person who had ordered the groceries. I am hoping to be compensated for the time and effort I put into this order.

I recently received my order from Publix. The driver suggested a substitution, so I texted him to decline any substitutions, but one was still made. Additionally, I was charged $5.85 for an item I did not want and did not receive the $1.89 item. This resulted in an overcharge of $7.74 plus tax. This is the second time in 10 days that there has been an issue with Instacart. I had a previous order from Kroger where $23.03 plus tax worth of items was missing. When attempting to contact customer service, I faced a [redacted]-minute wait time on the phone and only received an automated email response. No one has followed up with me yet. I am contemplating disputing the charges on my credit card if the issue is not resolved promptly. I am also considering leaving a negative review of the service.

I received a delivery this afternoon. In a previous email to you, I expressed my dissatisfaction with the shopper for not including my name and apartment number on the package despite clear directions provided. Upon checking, I realized that an item is missing from my order, specifically the Simple Truth Soup & Salad Bowls valued at $4.99. I request a refund for this missing item that was on my receipt. Additionally, I mentioned in my previous email that I received a carton of ice cream that I did not order and cannot consume. I am disappointed by the automatic 20% tip added to every order, as some shoppers might take advantage of this system. I've been a customer for about 2 years, but it seems like there's little regard for customer experience. Please refrain from exploiting customers, especially seniors, during these challenging times. It's disheartening to have paid a significant tip when the service could have been better.

Yesterday, I created an account to shop at Sprouts on Ray Rd in Chandler, AZ. Initially, I successfully ordered 10 items and received an email confirmation. However, when I tried to add additional items later, I did not receive a confirmation. Today, I attempted to log in to add more items, but encountered an issue where my email was not recognized by the system when trying to reset my password. I am unsure about the status of my account, the order, and how to proceed with adding more items.

I received my Instacart order today with 33 items at 7:35 pm. Upon inspection, I discovered an error with the Nanak Paneer. I ordered 4 packs, each [redacted] gm at $5.00, but I was charged for 4 packs at 3.5lb each, costing $18.98 each, totaling an overcharge of $55.92. I am attaching a photo of the received product for verification. I have been unsuccessful in reaching customer support by phone. I kindly request a refund for the difference or for the incorrect product to be returned. I look forward to your response.

I placed an order on Monday at 4:00 am. My name is Debra Lockaby, residing at [redacted] Tall Oaks Circle, Apt 1, Harrison OH. My delivery date is between Monday and Wednesday via Instacart. Due to a knee injury and surgery cancellation, I rely on grocery delivery. I am concerned about the delivery charges, which were initially $16 but reduced to $12 after editing my order. However, the final checkout amount was $84 with a temporary hold of $[redacted]. Additionally, I was charged $9.99 for a renewal fee before my account expires in May. I request immediate reimbursement of the $9.99 charge. I hope the $[redacted] hold will be released within three days. If not resolved by Wednesday, I will dispute the $9.99 with my bank. I appreciate your prompt attention to this matter during these challenging times. Thank you.

I received a delivery on April 4th. On April 5th, another shopper named Cheyenne messaged me saying she started shopping for an order I already received. I informed her that I received the order and to stop shopping, but she continued adding items without knowing how to notify Instacart. She then stopped messaging me, checked out at the cashier, and the order ended up being charged to my credit card for $81.62 for a duplicate order. Despite my repeated messages to stop shopping and not to proceed with the second order, she still claimed it was delivered. I need assistance resolving this issue. My name is Joan Hannigan, and you can reach me at [redacted] Thank you.

I made a purchase on April 1st through schnucksdelivers.com. I haven't received an email confirmation for my order, but the website indicates it was received. The delivery is set for today, and I just want to verify that it will arrive at my home as planned. I'm Janiece Dower residing in Imperial, MO, and I placed the order from the Fenton, MO Schnucks store. Thank you.

I'm inquiring about my Tuesday order placed in Indianapolis, Indiana. On March 31st, I used the Kroger app on my Android to order groceries for delivery on Sunday, April 5th at 8pm. However, at 7:35pm on Sunday, almost six days after ordering, my order was canceled. I am frustrated by the lack of communication and the delayed notification of this cancellation. Despite contacting both the store and Instacart, I have not received a satisfactory response. I expect either my groceries delivered promptly or a $[redacted] credit on my account considering the inconvenience and miscommunication surrounding this order. As someone on a fixed income, this situation has left me without essential groceries and waiting days for a refund, causing significant hardship. I would appreciate a swift resolution to prevent this issue from escalating further. Thank you for your assistance in resolving this matter promptly.

I placed an order at Costco last week on Thursday, March 28th. I inquired about Fancy Feast, but the employee showed me Friskies instead. I also requested a specific flower, but she offered a different one, which I declined. She ultimately did not include the pet food and flowers in my order but still charged me for them. She mentioned submitting a report not to charge me and advised me to contact customer service about the issue. However, I cannot reach your call center within the 7-day window, risking losing out on resolving this. I reported the problem last Thursday, but after 4 days, I still can't reach anyone. Please either credit my Instacart account or adjust the charge on my bank account. As a new member, this experience is disappointing. Thank you.

On Saturday, 4/4, I received an order from your service that was shopped at Shaws in Fall River, MA for me by Rotanda. After reviewing the printed receipt, I discovered an overcharge on a package of pork chops for $20.25. I only purchased and received 1.50 lbs of pork chops at $5.19 per pound, totaling $8.24. However, Rotanda inputted 5.49 lbs at $5.19, totaling $28.49, hence the discrepancy. I would like for this overcharge to be credited back to my card. Shaws mentioned that Instacart would handle the credit. I hope to have this resolved promptly. Thank you for your attention to this matter. I am hoping to hear from your company soon regarding a resolution. Thank you, Diane Souza.

I currently have 53 items in my cart, but there are no available delivery times. I understand the high demand, but I wonder if my items will remain in the cart until a delivery slot opens up and I can place my order. It took three weeks to secure a delivery date, which is approaching. The date and time slot look promising, and the charge is pending on my credit card. I am hopeful, but I will only believe it once the groceries are in my house. Today is Easter, and I pray that the delivery will be successful. I truly appreciate the shopper who is assisting me and wish them safety. Social distancing is crucial even though it's challenging. Let's all stay strong, stay home, and prioritize social distancing for everyone's well-being. Amen.

I have encountered numerous erroneous issues with Instagram. As a longtime Fairway customer relying on delivery services due to COVID-19, I tried to use Instacart for additional needs. Unfortunately, all attempts have been unsuccessful. I faced a problem with a CVS delivery on March 26 for $33.97, never received the order, yet was charged. Despite multiple online messages for a refund, I had to resort to a pending stop payment. On April 4, my Westside Market order was cancelled for account suspicion, unable to reset my password or reach an Instagram representative. In these challenging times, professionalism and timely responses are crucial. I demand a swift resolution, deeply disappointed by the service received, the worst I've encountered in my 82 years. Shameful behavior, Instagram. - S.E.

Hello, I experienced an issue with the app stacking which led to me receiving two orders at the same time. I have screenshots of the orders being picked simultaneously. Despite my efforts to reach out to customer service multiple times, I couldn't get through and had to complete one of the orders out of necessity. The customer I was delivering to even tried changing their card, but the payment was still declined. I'm frustrated with the situation as I have had to repeat my case to different representatives every time I contact support. I left the items at the store as I didn't receive any assistance due to the app malfunction. Please address the app's stacking issues as it makes working difficult. I hope to have my app reinstated promptly without the need for further explanations or calls from your end.

I submitted a delivery order at your Tops Store on Transit in East Amherst, NY around half an hour ago. I selected 24 items and proceeded to place the order. However, I received a message stating that delivery was unavailable and to switch to pickup instead. After changing to pickup, it also displayed that pickup was not an option. When I tried to check if my order was saved, an error message appeared. I attempted to seek assistance from your Help Center with no success. I have been a loyal Tops shopper for over 30 years, and I am 81 years old. Please let me know if my order is still active on your website, or provide guidance on what steps to take. It would be beneficial if your website could warn customers before they spend time selecting items that cannot be fulfilled. I am now unsure if my order can be retrieved. I am a Bonus Card holder and encountered numerous issues with my previous order on March 28th. Your prompt assistance would be greatly appreciated.

I made an order with Wegman for groceries scheduled for delivery on April 4th, which got canceled. I rescheduled it for April 10th, choosing the first available option, but it has automatically been changed to the next available date. My Order # [redacted]. If my order will be canceled again, please inform me beforehand so I can make alternative plans. With 8 family members, last-minute cancellations are very inconvenient.

I purchased 12 items with Order ID [redacted]79, but only received 4 items. The total order cost is now below $10.00. I need to cancel the order as the remaining 4 items are easily obtainable at a local store. Despite waiting 5 days for the order to be filled, it is still incomplete, which is highly disappointing given the circumstances. Please take action on Order ID #[redacted]79 promptly by canceling the order. I stress that my credit card should not be charged; any unauthorized charges will be contested.

Hi, I'm reaching out because my recent order was not delivered on time, and I did not receive my receipt. Despite instructing Ashley to leave the receipt in the bag, it was not included. Additionally, there were some errors with my order: I did not order two bags of chips, I received the wrong kitchen bags, the wrong flavor of jelly (I wanted strawberry preserve), I received 2 large cucumbers instead of one, and the dishwasher detergent I received cannot be used in my dishwasher. To add to the inconvenience, I was asked for my address even though I provided all the information when I initially placed the order. Ashley mentioned it was her first day on the job, but I would appreciate credits for the incorrect items and the overall poor service. My name is Janet Gabriel, and I reside at [redacted] Angell Road, Lincoln, R.I., [redacted]. Please issue the appropriate credits to my credit card for the items mentioned. Due to the current situation, I prefer not to go out unnecessarily. You can reach me at [redacted]. I am considering returning to PeaPod for future orders.