Instacart Customer Service Issues

I went to Publix for my pickup order today, but there was no shopper available due to an emergency. I'm unable to reset the pickup time online as there are no available slots. My order doesn't show an order number. The total is $[redacted].46, paid with my Mastercard. I'm William Keller from Dunedin, FL. I've had trouble creating a Publix/Instacart account due to technical issues on the Instacart website.

I have been trying to cancel my order shortly after placing it. I tried to contact customer service online but couldn't get through. When I checked my order status, nothing showed up. I repeated this process several times, thinking I may not have submitted the order properly. Unlike my daughter's orders, I didn't receive any confirmation email. Instead, I received a text asking if I wanted to add anything, to which I responded that the order was canceled, but it wouldn't go through. My daughter had already placed an order which is why I needed to cancel mine. I'm feeling frustrated and confused about the status of my order.

I believe there has been a mix-up with my order delivery. I received a notification mentioning someone selecting items (Seid) and canceled the order since I hadn't made one since last Saturday. Today, some items from my shopping cart were delivered, even though I didn't place an order today. I have stored the refrigerated items but don't need them. Could you please let me know how I can arrange for these items to be picked up and returned to Fortinos on Main St. W. in Hamilton promptly? - L. M. Murdoch

I need assistance with an issue I had with a shopper. The shopper abandoned my order in the store after having a tantrum. I had a problem with the website a few days ago, and my $[redacted] order disappeared. I reconstructed it, but I had been trying to submit it for two weeks unsuccessfully until today. I couldn't make changes as the site said modifications could only be made while the shopper was working on it. However, the shopper hadn't even started. I tried to adjust the order but was unable to. Different items appeared in the order that I didn't select, and others I had selected were missing. I contacted customer service and told them about my issues but was met with hostility from Steven. The shopper added items I didn't want, like corned beef instead of roast beef hash and attempted to charge me for Pepsi the store didn't stock. The shopper eventually left the order incomplete, leaving me frustrated and without food.

I received a rack of lamb, ground turkey, prime strip steak, and Hawaiian bread that I did not order and would like to return. I am disappointed the shopper did not contact me before delivering them so I could have informed them not to. I am unsure if this is an attempt to deceive customers or just a mistake. Additionally, half of my order was left at the store. This experience makes me question the shopper's competence. I understand that the store may be out of stock on some items, but delivering expensive items without confirmation and then being unreachable is unacceptable. I spent [redacted] minutes waiting to speak to a human representative, which is frustrating. If the service cannot be managed properly, perhaps it should not be offered.

I'm frustrated with Instacart. They have safety packs that are supposed to be available, but on the first day they're already sold out by noon. I referred two friends for the $[redacted] bonus, and they used my referral code and links, but I haven't received any credit for it. I believe Instacart owes me $[redacted] and should send me a safety kit since I'm working daily.

I placed an order on Tuesday for delivery today, Thursday. I received a call from my shopper informing me that the order did not go through during checkout. I have been a customer of this company for over a year without any issues. The shopper suggested I cancel the order, but as far as I can see, my order shows as completed with no option to cancel. I don't want my shopper to face any consequences for this situation. I was not given any explanation as to why the order didn't go through. Could you please clarify what happened?

I recently shopped at Wegmans in North Wales, PA with Traci yesterday. My order number is [redacted]. At checkout, we were charged $[redacted].63 for Beef Tenderloins, but when we got home, we realized we were given Rib eye steaks valued at $36.92 instead. Additionally, a cake from our order was missing. It appears there may have been a mix-up or possibly fraudulent activity by an employee between checkout and loading the items into my vehicle. I have evidence on my iPhone showing the items scanned at the store and the substituted Rib eye steaks. I am now missing $[redacted].71 worth of items, calculated by the cost of the tenderloin steak ($[redacted].63) and the missing cake ($22.99), minus the cost of the received rib eye steaks ($36.92). I can provide Traci's phone number and text messages as further proof. I hope we can resolve this issue promptly. Thank you. - S.D.

I received my Kroger delivery last night after 9 p.m. While I was in my bedroom, the delivery person did not ring the doorbell. My package, which included chicken breast, half and half, and hot dogs, was left outside until 8:45 a.m. The Instacart page indicated the delivery wasn't scheduled until Sunday through Thursday. I have a Ring doorbell, but my iPad was off when I fell asleep as part of my nightly routine. I am requesting a refund for this order as it was left outside for 11 hours.

I received my Food Lion order, and the online receipt shows $94. However, I noticed that I was billed $[redacted].85 on my credit card. I am fine with substituted items but some were missing, which is also okay. Initially, my order was around $[redacted], so with fewer items, it should be less. I wonder if this was an honest mistake or something worse. I trust that your employees undergo proper background checks. I hope we can come to a satisfactory resolution, or I may have to reconsider using your service in the future. Thank you, Clyde.

I received my order with broken eggs and incorrect items despite confirming via text and reviewing the pictures sent by the person who shopped for me. The shopper chose the wrong items, like a more expensive creamer instead of the grocery brand I specified. The vegetables selected were brown and unfit for consumption, which is unacceptable for my family. The total cost exceeded my expectations, and the shopper claimed I didn't order sodas, charging me more. I was overcharged by almost $30, excluding the delivery fee and tip I already included.

I received duplicate orders from CVS within 15 minutes. Despite explaining this to the second delivery person, they insisted on leaving it. Now I have two orders and charges. I only need one and would like a refund for the second order totaling $53.29, including iron supplements, melatonin, and fish oil. Additionally, I've been awaiting a supermarket delivery time for over a week, with a promised 20% tip, but no luck.

This is my second message today regarding the change in my delivery time. I fear this will not be addressed, but it allows me to express my frustration. As a previous regular customer (at least up to this order – if it ever arrives), I cannot emphasize enough how inefficient your services currently appear. While I understand that other delivery companies are also facing challenges, they do not continually change delivery days like your company. I did not opt for your "fast & flexible" service as advertised; it seems this was added after I made my purchase. All I seek is a clear delivery date for my order. Will it arrive this year as promised?

This is the second or third time I've contacted you. I placed a $[redacted] order 8 days ago. Living alone, I can't go to the store. When I called for help, I was informed there is no phone support. I'm worried if this company is legitimate. I accidentally clicked the "place order" button multiple times. I don't want to receive three orders and have to pay $[redacted]. This situation is unacceptable. Please ensure my order is delivered promptly. I'm an 86-year-old recent widow and the lack of response is distressing.

My shopper hasn't texted me at all, and I've been waiting for my items for 9 days now. As a senior, receiving only 18 out of 34 correct items is unacceptable. I refuse to pay for unnecessary or damaged items. Despite being available via text all along, I received no notifications. The driver claimed the app wasn't working, but I had another Instacart shopper at Costco simultaneously who was able to communicate with me via text. The message from Gary, my shopper, only appeared on the website, not on my phone app. It stated that he was starting on my list and to message him for any updates. I'm disappointed with the lack of communication and errors in my order.

Thank you for responding. I reached out to my customer and suggested they verify their balance or update their card details. Despite this, the payment was still declined at checkout. I informed my customer about these issues, and she expressed her desire to receive her order. I attempted to process the order multiple times, but due to Instacart's technical difficulties with the app, I couldn't complete the transaction. The app experienced malfunctions, assigning me two orders simultaneously. I possess screenshots of the dual orders to support this. Unfortunately, with only the option to complete one order, I proceeded accordingly. I encountered challenges trying to reach out to your customer service department, as my customer also attempted to update her payment method with no success. I have diligently explained the situation each time I've been in contact with different representatives, but the repetitive nature of the process is proving to be frustrating. The technical issues are beyond my control, and I was unable to fulfill the order due to the app's malfunction. I have left everything at the store. I urge you to address the app's reliability concerns and investigate the incidents through your system. I seek a prompt reactivation of my account without the need for repetitive explanations.

This was my first time using Instacart. I placed an order through Gerbes in Columbia, MO on April 6. The initial estimated total cost, including fees and tips, was $93. The groceries were delivered promptly, but unfortunately, there was no printed receipt provided. Unexpectedly, our credit card was charged $[redacted].35. Upon reviewing the online receipt, we discovered multiple products that were not part of our order, yet had been charged to our account. We are unsure if this was a mistake or potentially fraudulent activity. Our shopper was Ryan S. The order number we were assigned was [redacted][redacted]04. We have identified 11 items that were erroneously charged to us without being ordered.

My order was abruptly canceled, leaving me with the choice of reordering and waiting another week, which was impossible, or exposing myself to shoppers and possibly bringing home COVID-19 to my 87-year-old husband. My order was placed on March 31st and was supposed to have been filled the following Saturday morning. Tamika was supposedly helping. Nuts! By the way, it would help if you informed people to have their cell phone on during the time the order was to be placed, and that the 'shopper' required responses after notifying one that something was not available. When I asked the grocery where this was to happen if I could pick up my groceries, that's when I got the 'A week from today' response. If we get the COVID-19 flu, it will rebound to Instacart, as we've been nowhere and seen no one, save for my necessitated trip to the grocery to remedy what your employee and company could not or would not do.

Yesterday, my shopper started shopping late in the day, and most of my items were unavailable. She kept texting me to make substitutions. After the *th item, I requested to cancel my order. She replied upset. I then drove to the market and found **% of what I needed. I would like to not be charged and have my instacart membership canceled immediately.

I made a purchase from Costco via Instagram roughly six days back. Unfortunately, when I checked online, no delivery date was provided. I appreciate the current demand but receiving a delivery date is crucial. I might need to cancel the order if I don't get clarity soon. I'm a Costco member, and my details are as follows: Sheila Asher, contact me on [redacted]