Instacart Customer Service Issues

Hello, I recently received an order delivered by Ashley that had several mistakes. I received the wrong items, such as Jelly, kitchen bags, and chips, among others. The tomato I received lacked salt, and I requested only one cucumber but got two. When I made the order on April 2, [redacted], I provided detailed instructions on how to find my home and where to leave the groceries, but Ashley struggled to locate my house and did not leave the receipt as requested. This experience was frustrating, and I'd appreciate a credit to my account. My Visa ending in [redacted] was charged, including a tip that I'd like removed, given the service I received. Additionally, I was charged a $6.92 service fee for the poor experience. My name is Janet Gabriel, and I reside at [redacted] Angell Road, Lincoln RI, [redacted]. You can reach me at [redacted] or [redacted]. Considering this disappointing experience, I may have to return to using Peapod for my grocery needs in the future.

Hello, I placed my initial order on April 4th and later canceled it. The total amount was $[redacted].00, and it is still showing as pending on my bank statement. I want to ensure that this payment is not processed twice. Additionally, I encountered an issue where my first bank card payment was declined, but my bank shows a $[redacted].00 charge from Instacart, leading me to believe the payment went through despite the cancellation. I placed a new order on April 6th, which is currently processing and scheduled for delivery by Friday. I want to avoid being charged for the initial canceled order and have the $[redacted].00 refunded to my account. I have tried reaching out via phone calls and chats but have not received any assistance, leaving me feeling frustrated with the lack of support.

I am seeking a refund for items that were mistakenly purchased by my shopper and are not usable: - Schweppes Tonic Water instead of Schweppes DIET Tonic Water for $5.79 - Pine-Sol Multi-Surface Cleaner & Deodorizer instead of Ammonia for $5.19 - 2 boxes of Signature Kitchens Dry Cloth Refills at $10.99 each, totaling $32.36 Due to the current situation, I am unable to return these items to Safeway. I am requesting a credit to my account for my next order. I purchased these items on 3-31-[redacted] and would appreciate a prompt response before the 7-day deadline expires. I have been trying to resolve this since 4-5-[redacted], with difficulty reaching you. This is my third attempt. Thank you for your assistance.

I placed an order on 04-01-20 and was told it would arrive before Friday, April 3, [redacted], but it was delivered on 04-01-20 at 8:00 p.m. without notice. The order total was $56.79, but my credit card was charged $74.48. Upon discovering the delivery, the perishable items were spoiled as no one informed me. Despite requesting a phone call and trying to contact customer service, I only faced long wait times. I am willing to pay for the delivery fee but not for the $17.90 worth of perishables I had to discard. Additionally, I specified products from Publix in Sun City Center, but they came from Apollo Beach. I anticipate a refund to be credited back to my credit card ending in [redacted].-D.H., [redacted] W. Del Webb Blvd., Sun City Center, FL [redacted].

This was my first experience using this service. I was directed to a Kroger that closed early due to Covid-19, which was inconvenient as I have a young child and we are trying to stay home for safety. Despite my hesitation, the driver suggested going to another Kroger, so I assumed it was fine. However, upon reaching the checkout, I was informed I needed to cancel my order and start anew at the current Kroger. Unfortunately, Kroger placed a hold on my money, and financially I can't afford to pay twice while waiting for a refund, especially during this tough time with layoffs and reduced work hours. The lack of email support and the long wait time on the phone added to the frustration. Eventually, my order was canceled, leaving me without groceries and money tied up. Missing essentials like milk for my child was disappointing. I hope this company improves its service standards. This experience has left me dissatisfied, and I won't be using their services again.

I recently requested a refund for an item I purchased a few days ago. After hiding the Easter supplies, I discovered that the replacement items were not what I expected. The white chocolate Cadbury mini eggs I received were different from the original milk chocolate ones I wanted. This mix-up is disappointing as the flavor is not to our liking. Since I ordered online, I am unable to return or exchange them in-store. I am concerned about how long it will take for the refund to show up. This situation is frustrating, especially since we are trying to adhere to stay-at-home orders and minimize leaving the house.

I recently used Instacart for the first time. Upon receiving my order, I discovered two items that I did not order but were charged for on my receipt. I promptly informed my shopper and returned the items to her. She assured me that my bill would be adjusted accordingly. The items in question were one package of Ruffles Cheddar Chips for $3 and one pack of Lays Limon Chips also for $3 from Safeway. Despite following up, there has been no adjustment to my bill. I submitted a report on the Instacart website three days ago, but I have only received generic responses prompting me to call a customer service number that seems to be unavailable. Attempting to reach out through the website's chat feature has been unsuccessful as well, with extended waits or no response. Their policy states that refunds must be addressed within seven days. I regret not checking the reviews beforehand. While my shopper was fine, the customer service experience has been very disappointing. Considering the total charges and tip, I feel I would have been better off shopping at Walmart. This experience has soured me on using Instacart again.

While unpacking my groceries, I was shocked to find numerous items that were not on my order list. The wrong brands, sizes, and even products were substituted with items I cannot use, including a pasta sauce that makes me sick and foods containing allergens. Due to being at high risk, I heavily rely on this service, but the recent incorrect delivery left me frustrated. I tried contacting the company for 1 1/2 hours without success. I prefer receiving the correct items over a refund, considering my fixed income limits my ability to replace the products. Any advice on how to resolve this situation would be greatly appreciated.

I clearly indicated on my order as "DO NOT SUBSTITUTE" and "CALL ME IF YOU ARE OUT OF STOCK ON ANY ITEM." I placed an order for Essential Everyday Oatmeal priced at $2 per box, but my Discover card was charged for Quaker Oatmeal at $4.79 per box without my authorization. Instead of the 4 boxes of Quaker Oatmeal totaling $19.16, I am requesting a refund. In addition, I ordered 4 boxes of Essential Oatmeal in a different flavor, but it was substituted with Strawberry Oatmeal, which I am allergic to. This totals $8.00 for a refund. I also received Bounty napkins at $2.49 each instead of the Essential Everyday napkins at $1 each, which I did not order, asking for a $2.49 refund. The discrepancies continue with Mozzarella and Provolone cheese, Dawn Ultra Degreaser, taco seasoning mix, stewed tomatoes, vegetable oil, Uncle Ben's rice, light bulbs, and Dixie plates, all needing refunds due to incorrect items being sent. I've had a previous issue with incorrect deliveries and now require a total refund of $72.11 on my Discover card due to these errors. Thank you.

I have a few concerns about my order placed on Monday, 4/6/[redacted]. 1. I ordered Perdue chicken breast on a buy one, get one for $9.55 deal, yet the price on the chicken was $8.45 each instead of the expected price. I believe I should have been charged the correct amount. 2. Two of my items were replaced with items that do not compare. The Alexia oven reds were substituted with shoestring fries, and the Dole Tropical Fruit with Mandarin Oranges was replaced with something that does not seem to even fall under the category of tropical fruit. I would have preferred replacements like Dole Pineapple Tid Bits and Idaho Crispy Dippers Fries since I had previously ordered and enjoyed them. 3. As a first-time buyer, I understood that my order should have been free of charge. I am disappointed that this was not the case. I have tried to contact you by phone without success. I hope to resolve these issues promptly.

I scheduled a delivery for March 21, and despite it not arriving, I wasn't notified of any delays. I waited over 10 hours for nothing. I requested a replacement for March 27, but I decided to cancel due to the long wait. It’s frustrating that I haven’t received a refund yet. I’m currently out of work and need the money for groceries. I’ve tried reaching out through various channels but haven’t received a response. I understand the challenges with the ongoing situation, but the lack of timely refunds is unacceptable. I need to have my funds returned for a service that wasn’t fulfilled.

I placed an order for a large delivery from two stores and selected the "flex date" slot. I was initially informed that my delivery would be on Wednesday, but last night (Monday) around 8:45-9:00 PM, I received a notification that the groceries were being shopped for. As my family and I were already in bed due to homeschooling our kids, I had to cancel the order and place a new one. Upon checking this morning, the new order also had a "flex date" for Tuesday-Sunday, with the delivery now scheduled for Sunday. We are low on food and were counting on it arriving on Wednesday as planned. I have tried reaching out to Instacart multiple times through chat, phone, and email to resolve this issue. I have a screenshot showing the Wednesday delivery confirmation. Had the order been delivered last night, it would have been left outside, risking spoilage, especially since we live in an area with a lot of wildlife. The $[redacted] order would have gone to waste. I hope to hear back soon to resolve this matter. Thank you, Amy.

I placed three orders - two from Hornbachers and one from Costco in Fargo, ND. The Costco order arrived two days late, and I couldn't reach you by phone or email. Another order from Hornbachers was delivered but was missing three items. I tried to email my complaint, but I'm uncertain if it went through as the send button didn't light up. I received an email offering a $17.75 credit for the missing items, but I requested a refund to be credited back to my account. Despite my requests, I kept being told to accept a credit for a future purchase. Please refund the $17.75 to the charge account provided. - Deborah K.

I made an online order with Instacart Cub.com on March 25. I set up my account and entered my credit card details. I also have an InstantExpress account. Unfortunately, the order was never delivered as promised. Despite correcting my phone number twice in my account, I have not received any updates via phone or email regarding a new delivery date. The messages regarding the delivery date seem contradictory. I am concerned about potential charges on my card and have yet to receive my groceries. The order total was $39.97. My phone number is [redacted]. I reside in White Bear Lake, MN. Other residents in my apartment building have successfully received their Instacart orders from Cub. My name is Irene Venburg.

I placed a small order at Sprouts Market in Spring, Texas. The order was processed swiftly and delivered within 2 hours, which was great. Unfortunately, I didn't receive a receipt with the order, and now I see a $70 charge on my card. My order only had 10 items, some of which were under $2, so the total should have been around $25. I factored in a 15% tip and knew there was a delivery fee, but this charge seems excessive, especially since the first order was supposed to be free. I am looking for a receipt to understand the breakdown of the charges. If I don't get a response, I will contact my card company. I am willing to pay for what I ordered, but this situation feels unreasonable. Thank you for your assistance. - Angela B.

I received my order but unfortunately, many items were incorrect. I did not allow for substitutions due to allergies. The errors include receiving Hefty quart bags instead of gallons, Kroger storage bags instead of freezer bags, Ragu sauce with mushrooms instead of Kroger sauce with chunky peppers, the wrong assortment of donuts, Styrofoam plates instead of paper plates, and Libby's raw pumpkin in the wrong size. I need a replacement of the correct items or a refund, as I rely solely on SSDI income. I cannot afford to purchase these items without being reimbursed unless my order can be corrected. Thank you for your help. Carrie R. Email: [redacted] Phone: [redacted]

I tried to contact a shopper at 11:45 a.m. as Carlos began shopping for me. He started replacing items, some not comparable. I agreed to the chips, but he didn't specify the substituted Vit C. Later, he replaced my soap with one I'm allergic to. When I asked to cancel, he ignored me. Now, about 3 hours later, at least half of my order is frozen. Online, I discovered he canceled my order. I began re-ordering at Alberton's, but then saw my order was out for delivery at Fred Meyer! Confusing situation with frozen groceries possibly melting. I'm concerned about the meats' temperature. Wondering where Carlos is and what's happening. Frustrated with the customer service wait times.Kyle L.kyletaylorlucas[at]msn[dot]com [redacted]. Address: [redacted] Trosper Road SW #4, Tumwater, WA [redacted].

My name is Lorita B. and I became a new shopper with you yesterday. Today, I experienced a very frustrating situation when my Instacart payment card was denied at the store. Despite trying to call for assistance, all the numbers seemed to be disconnected, leaving me unable to resolve the issue for over an hour. After multiple attempts, I had to give up, cancel my order, and leave the items behind. I'm concerned about the frequency of this problem and how it can be prevented in the future. It's not just about the time wasted but also the money involved. I've been trying to reach out for almost three hours. The whole experience was embarrassing and irritating, especially when I was questioned about the card's ownership. I urgently need a response from you to feel confident enough to shop again without facing similar issues. Please contact me promptly as I am eager to get back to work. Thank you.

Last Wednesday, April 1st, I received my two orders around 9 pm, much later than the promised time. The driver, Julio, was very kind and polite, for which I tipped him again. However, there was an issue with the items I received. I had specifically requested kosher chicken and had indicated it in my order as well as called in advance for both orders. Despite speaking to the driver on the phone about the kosher requirement, I was surprised to find non-kosher chicken in the order. When I realized this upon delivery, I informed the driver, but he just told me to take it back. The chicken was nearly $[redacted], and due to the current situation, I can't give it away for free. Additionally, some of the grapes were rotten and infested with flies. I am requesting a refund for these items. Although I rated the driver 5 stars in the service review, I detailed the issues I encountered, but no one has reached out to me regarding this matter.

I placed an order for groceries on April 3rd with a delivery scheduled for today, April 7th. Andrew H kept me updated during the shopping process, but I never received the groceries. After waiting for 20 minutes past the given time, I tried to communicate but was directed to the website. The website showed Andrew was now 22 minutes away. Later, the order was reassigned to Charles. I was charged $[redacted].00, but no groceries were delivered, and customer support has not responded. I have asked Charles to cancel the order as I am disappointed with this experience and will leave a negative review.