Instacart Customer Service Issues

Hello, I would like to report an overcharge on my recent order. The item I ordered, Dr. Praegers Black Bean Burgers, was substituted with Hillary Veggie Burgers. The price difference between the two products led to an overcharge of $4.50 in total. Additionally, I was charged $1.50 for 3 mushrooms, priced at $3.00 per pound, but the received quantity did not weigh as much as stated. Therefore, I kindly request a refund of $4.50 for the burger substitution and a credit of $1.00 for the inaccurate mushroom charge, totaling $5.00. Please process this credit to my credit card and notify me via email at [redacted] once it has been completed. Thank you.

I placed an order and received a notification that the shopper had finished it. A delivery window was provided, but the delivery time passed without receiving my order. I tried contacting the shopper, but did not receive a response. Following this, I reached out to the app's customer support, only to be informed by a bot that a 22-minute wait was expected. However, after waiting for over an hour, I am still seeking assistance. At this point, I am simply requesting a refund for my order. Additionally, I may consider requesting a refund for my membership fee due to the lack of communication and delayed service.

I had a terrible experience with a shopper through Instacard. They made multiple mistakes with my order, such as missing items, substituting products incorrectly, and charging me extra fees. Despite my efforts to contact Instagram for assistance, I have not received any response via phone or email. I have decided not to pay the bill and have informed my VISA card company accordingly. How can I resolve this issue with Instacard and find a solution?

My "Fast & Flexible" order placed last Monday morning was expected to be delivered this morning, according to the app and website. However, it's almost 3 in the afternoon, and the status still shows "received" on the website without progress. I seem to be in a bit of a bind because under the progress bar, it states "A shopper is putting together your order. You can no longer add to or modify it." When I attempt to message, I receive an error message in red stating "Sorry! -- This batch is no longer active." I will include some screenshots to illustrate the issue.

Our Publix order was placed on 4/8 around noon. We recently received a pickup time for today between 5 and 6pm. However, today at 3:00, our order was unexpectedly canceled after waiting over 24 hours. We have placed a new order and are currently waiting in the queue without any available pickup times. It would have been more convenient if the pickup time was simply delayed instead of canceling our order and losing our spot in line. We recognize the high volume of orders but find this situation unacceptable. This is our first experience ordering from Instacart, and unfortunately, we are not satisfied with the service provided. The affected store is Publix located at Abernathy Square Shopping Center: [redacted] Roswell Rd, Sandy Springs GA [redacted].

I had an order from Ralphs last night and encountered numerous issues with the delivery. The order was split, resulting in double delivery fees, and there were mistakes with two items. Instead of Minute Maid zero calories pink lemonade and Minute Maid fruit punch, I received raspberry lemonade and sugary fruit punch, which is not suitable for my diabetic condition. I attempted to exchange the incorrect items at Ralphs but was advised to contact Instacart. I am requesting a refund for the incorrect items and the extra delivery fee. My first experience with Instacart was disappointing, and I hope for your assistance in resolving these issues. Thank you.

I scheduled my delivery for 9-11 am today to ensure the freshest products, but it's 4:17 pm now and my order hasn't even been started. I had to cancel because waiting an extra 5 hours was unacceptable, especially considering the store closes at 8 pm. Disappointing experience; won't be using this service again.

I am requesting a refund for my order number [redacted]10. I declined the substituted groceries delivered as the driver did not return them upon my request. I have been unable to receive any assistance or a refund from your company. I also wish to cancel any services tied to your company. Your prompt attention to this matter is greatly appreciated. Sincerely, G.Q.

My Instacart account got disabled due to my cancellation rate. The cancellations were because I had support cancel deliveries for customers rather than having customers contact support. Moreover, many orders for 1-2 items were out of stock due to the high demand caused by the coronavirus, leaving me no choice but to cancel those orders. This influx of small orders led to frequent cancellations. I always intended to complete accepted deliveries and maintained a high rating of 4.8/5 with positive feedback from customers. I hope my account can be reactivated as I enjoy helping customers during this uncertain time. Instacart's service spreads love and positivity, offering crucial support to many. I am proud to be part of the Instacart team and truly believe our work is essential. Thank you for your time and support.

I was informed by my local Shaw's at [redacted] Shaw's Lane in Stratham, NH that they do offer delivery through Instacart. According to Shaw's, shoppers using Instacart frequently make orders from their store. However, I am currently only able to select Market Basket and Aldi's on my Instacart account. Interestingly, the Market Basket is located right next to Shaw's, making it puzzling why I can't access Shaw's for delivery.

I placed an Instacart order with Stop and Shop. Amanda, the assigned shopper, informed me she was fulfilling the order today. Everything went smoothly until the last item; Amanda stopped responding to my texts. Shortly after, another shopper named Sara advised me to cancel the order. Unfortunately, I was unable to cancel it in time. Suddenly, the status on April 9, [redacted], at 6:38 pm, showed the order as delivered. Concerned, I checked my credit card statement and noticed a charge of $[redacted].21 for the groceries that were never received.

I had an order canceled this morning, and was instructed to reorder. Despite making over a dozen orders totaling more than $1,[redacted].00 in the past ten days, my account is now blocked. I was advised to check my email for further instructions to unlock my account, but haven't received any communication yet. I am 91 years old, rely on a pacemaker, have a-fib, and do not drive, so I really depend on your services. Please assist me promptly by unlocking my account. Thank you.

I had a negative experience with Instacart on my first purchase. The service was unsatisfactory, and the purchasing terms were unclear, leading to an overdraft in my account. I am seeking a refund for my purchases. Despite attempting to reach out to support over the past two weeks, I have not made any progress. I am hopeful that speaking with a representative will help resolve this situation promptly. It is important to note that this was indeed my initial shopping encounter with the company, and I am eager to have my purchases refunded. Thank you for your attention to this matter.

I recently placed my first grocery order at the Aldi store in Muncie, IN, on Mcgalliard Rd. The delivery was done by a girl named Amanda. Unfortunately, she dropped off the groceries and left before my husband could check the items. It turns out the order was incorrect. When we tried to return it to our local Aldi, they said they couldn't accept it and directed me to reach out to Instacart. I've been attempting to contact Instacart via chat for over two hours with no response. The phone line is also unavailable. I'm hoping to either receive the correct order without additional charges or get a credit since I couldn't return the incorrect items. Thank you. - Angie Woodard

I reached out this morning via chat but haven't received a response yet. My name is Beverly Thompson, and I live at [redacted] Baypointe Drive, Unit A106, Tampa, Florida. Yesterday, I had an order from Publix, and I noticed after the delivery that my Starbucks coffee was missing. The order included a BOGO offer for a mocha four-pack. The transaction number is [redacted], and I was charged $6.99 for it. I am eager to resolve this issue as the BOGO offer expires tomorrow. I have been patiently waiting for a reply all day before placing a new order. I have had a positive experience so far with my orders totaling around $[redacted] in less than a week. I appreciate your assistance in addressing this matter promptly. Thank you.

I have an active order at the Meijer Store in Davison. Yesterday, the assigned shopper seemed new and had trouble using the app, and her phone died, so she left my groceries in her car to charge it. She mentioned she would return to finish the shopping, but it's been 17 hours, and I haven't heard from her. The order status still shows she's shopping, but I can't reach her as the chat closes. I'm concerned about the perishables in her car overnight. I need assistance getting a new shopper as I can't navigate the website. Any help is appreciated. - E.B.

I have an active order at the Meijer Store in Davison. My shopper seemed inexperienced with the app and mentioned her phone dying. She left part of my order in her car to charge her phone, mentioning perishables were in there, and then I lost contact with her after 17 hours with no delivery. I am concerned about the condition of the groceries. I am unable to reach her through the site or chat for assistance. How can I address this issue and get a new shopper? I appreciate any help. - EB, Davison, MI [redacted]

Hello, I'm Jacob M. I've been working as an Instacart shopper in Seattle for two weeks. I recently got deactivated due to a sudden increase in my cancellation rate. My rate went from 0% to 21% on April 7, [redacted], which I can't explain. During a delivery, I couldn't find the customer's address as instructed to call/text upon arrival. Despite contacting support and waiting, I had to donate the groceries. To my surprise, my account was deactivated after this incident. I'm looking to appeal this deactivation as I've been a dedicated Instacart shopper and would like to continue helping during this time.

On April 6th, I placed a delivery order with Fred Meyer in Marysville, WA. During checkout, the transaction was accidentally voided by the checker. The shopper was instructed to contact Instacart for a new code, but after waiting on hold for over an hour, the order was canceled. Unfortunately, Fred Meyer/Instacart has charged my debit card three times for over $[redacted]. Communication with your company has been difficult, with long hold times for both me and Instacart employees. Another shopper later contacted me to restart the order, but had trouble reaching your company as well. Fred Meyer mentioned they've received multiple complaints about Instacart. I am requesting a refund of the charges on my debit card and to sever any connection or account I have with your service.

Over the past few weeks, the shopping service has been disappointing. There have been several issues: 1) Ignoring preapproved replacements 2) Refunding items that were available 3) Only providing 1 item instead of honoring buy 1 get 1 free promotions 4) Failing to respond in chat 5) Sending incorrect items 6) About $[redacted] was spent on unwanted items in the last month The customer service experience has been unsatisfactory as well. The customer service line seems to be inactive, and automated email responses redirect to the phone line. If these problems are not addressed and resolved, I will have to switch services. I will also recommend the same to my family and friends who are facing similar issues.