Instacart Customer Service Issues

Archive 24

The following are issues that customers reported to GetHuman about Instacart customer service, archive #24. It includes a selection of 20 issue(s) reported April 10, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My package was not delivered last Monday between 5 and 7 pm by your agent Raul, and it still hasn't arrived as of Friday morning. According to his email, he left it at our apartment door, but our building is secure and he couldn't have accessed it without being stopped at the entrance. Additionally, there is no record of him signing in at the front desk and the staff confirmed he didn't show up. I kindly request that you either deliver my package promptly or send another agent to make a proper delivery to my address. - R. Irish
Reported by GetHuman4616982 on vendredi 10 avril 2020 15:06
Dear support team, I am having trouble with communicating my issue to Instacart. Despite receiving emails from them regarding the resolution of my problem, nothing has been done so far. My order number is #[redacted]58. I need a refund of $5.50 due to being overcharged for items in my order. I ordered 3 Dr. Praegers Black Bean Burgers but received 3 Hillary Veggie Burgers instead, which are priced differently. This accounts for an overcharge of $4.50. Additionally, I was charged $1.50 for 3 mushrooms, while the actual weight received was less than .25 pounds at $3.00 per pound. I am owed a credit of $1.00 for this item. Kindly process the refund to my credit card and send me an email confirmation once the credit has been applied. Thank you, Susan S.
Reported by GetHuman4617306 on vendredi 10 avril 2020 15:52
I am experiencing another frustrating issue with my order from your company. This is the second time my order was canceled after I paid for free shipping. Now that there is something to be delivered, my account is frozen. Could this be due to not allowing a separate billing name for privacy reasons? This recurring problem is disappointing, but I have no choice but to continue using your service since you are my only grocery delivery option. Please ensure my time slot for Monday since I won't be available afterwards. Do you freeze all accounts placing orders? Will my order be processed eventually? I urgently need groceries. Kindly contact me at [redacted]. Also, I forgot to include milk in the order, please add it.
Reported by GetHuman4617378 on vendredi 10 avril 2020 16:02
I made a purchase at the Shoppers store in Clinton, MD on April 8, [redacted], with a delivery scheduled for April 9th. I later changed the delivery time to April 10, but the initial order was left at my porch without notice. The following day, I received an email and photo indicating delivery, but the items were missing. Kristian, an Instacart shopper, then informed me she had initiated the same order on April 10 and kept me updated throughout the process. She successfully delivered the order, different from the initial one left on my porch the day before. I believe an Instacart worker from the Clinton store may be involved in this discrepancy. I am requesting a refund for the erroneous delivery. The charge on my Visa card is $[redacted].00, while the valid charge for the delivered order is $[redacted].91. Thank you, W.S.
Reported by GetHuman4617617 on vendredi 10 avril 2020 16:37
I utilized Instacart to buy groceries from two stores with different shoppers and delivery times for each. Unfortunately, only one shopper included the store receipt with the delivery. I noticed three confusing charges on my debit card which did not match the store receipt. One store had a discrepancy where I received a smaller product size than what was charged. The other store had five incorrect charges, resulting in an overcharge of $37.89. For instance, I purchased 5 oranges at $1 each but was erroneously charged for 5 bags of clementines at a total of $29.95! Despite my attempts to contact Instacart through phone and their website without success, I reported the issue using the "Report a Problem" button on their emailed receipt, but I have not received a response in the past 2 days. As a result, I have disputed all three transactions with my bank. Thank you.
Reported by GetHuman-marhage on vendredi 10 avril 2020 16:50
Yesterday, on April 9th, [redacted], I placed an order online with Publix grocery store. I ordered a gallon of milk, but was given a half gallon due to unavailability in the brand I wanted. Instead of hamburger buns, I received potato rolls. The Pillsbury strawberry toaster strudel that was supposed to be buy one get one free was missing. For the big bag of Cheetos, I received a small bag from the front registers. I requested two loaves of Publix white bread, but whole grain was delivered. The entire process took two hours, which I found unreasonable. The person responsible, Regina, did not meet my expectations. I am requesting the correct items I paid for - a gallon of milk, 2 boxes of toaster strudel, the big Cheetos bag, the right bread, and hamburger buns - to be delivered. Please ensure Regina is not the one fulfilling the order. Thank you, Brooke.
Reported by GetHuman4618881 on vendredi 10 avril 2020 19:55
I was contacted by an Instacart shopper named 'Raven' from the Ralphs in Pasadena on Colorado on Tuesday, April 7, [redacted]. Raven added items totaling almost $95 to my shopping list, including expensive items like Hennesey VO Cognac for themselves. I am concerned that Instacart personnel aren't properly vetted and have the ability to add items and make purchases using a customer's account. I intend to report this to the police and urge your company to address this issue promptly to prevent others like Raven from taking advantage of vulnerable elderly customers in self-isolation. I am awaiting a prompt response from your company.
Reported by GetHuman4619317 on vendredi 10 avril 2020 21:08
Order #[redacted] from Balltown Road Price Chopper in NY was supposed to be delivered to my parents, but they did not receive their groceries even though the receipt shows a delivery time of 8:53pm. I contacted the store at [redacted] and was told there was a mix-up with another order. My parents are still waiting for their groceries that were already charged to my credit card. The delivery address is Lily Henderson, [redacted] Kings Road APT 4, Parkland Garden Apts, Schenectady, NY [redacted], and all orders must be sent to the main office. Please ensure the correct delivery is made. Feel free to contact Lily Henderson at [redacted] or me at [redacted]. This is my first time using your service, and I trust you will resolve this issue promptly. Thank you.
Reported by GetHuman-wjgangel on samedi 11 avril 2020 02:14
I recently received my Instacart order from Costco but unfortunately, the tuna fish item worth around $19 was missing. I have been trying to report this through the Instacart website but I haven't received the credit to my account yet. When I clicked on 'report a problem' and highlighted the missing item, it showed as 'found.' I then found another way to report it by typing in a text box. This option seems to be available on my PC but not on my tablet or phone. I appreciate the convenience of using Instacart for ordering, and the delivery service was excellent. Could someone please guide me on the correct procedure to report missing items online? Thank you for your assistance. The order was delivered on April 9th at 5:45pm.
Reported by GetHuman-laura_tr on samedi 11 avril 2020 04:03
I placed an order for groceries on April 5, and was informed on the same day at 8pm that the delivery will be on April 11th. Today, the app is showing delivery dates between April 11-13. I urgently need clarification on the exact delivery date. This order contains essential items for my family's Easter meal. Taking care of my elderly parents and kids, I rely on your service to provide our groceries. I understand the current situation, but the delay is concerning. Please ensure the delivery arrives soon as our food supply is running low. I have neighbors who received their orders promptly, so I am curious about the inconsistency. I appreciate a prompt response and the delivery of my groceries without further delays. Thank you.
Reported by GetHuman4622653 on samedi 11 avril 2020 16:51
I am writing to report that my groceries did not arrive as scheduled. I am unsure if this was a mistake or if there was an issue with the delivery. I would like to request a refund for the missing groceries and have the situation reviewed. The order was initially placed for delivery on 4/8/20 between 11a.m. and 12p.m. I received updates until a strange photo of the driver's leg and a message saying the groceries would be dropped off in 5 minutes. Despite being on my porch at the time of the supposed delivery at 11:31 a.m., the notification claimed the order had been delivered. When I tried to contact the driver, a message informed me that the text service was no longer available as the order was deemed "complete." I have already filed a complaint through the review system. Kindly reach out to me at your earliest convenience to address this issue.
Reported by GetHuman-vannote on samedi 11 avril 2020 17:19
I experienced an issue with my shopping order today. Despite clearly stating not to replace items and providing specific instructions for replacements, the shopper, Ryan B, continued to substitute items without my consent. I had to be online to reject these unauthorized substitutions. It is frustrating that even after messaging him to not replace items, he did not follow my instructions. It seems like he ignored my messages deliberately. This situation is concerning because the shopper should prioritize the customer's preferences. Additionally, there was a problem with checking out as the app supposedly would not let him proceed. I suspect this happened because I refused some replacements, which were not refunded properly. Unlike previous orders where refunded items show as $0.00, these items still display their original prices. Unfortunately, after an hour of trying to resolve these issues, it seems like my order has been abandoned.
Reported by GetHuman-ptculp on samedi 11 avril 2020 17:20
I received my order on April 4th, and after reviewing my receipt, I noticed a discrepancy. The total amount charged was $71.81, but when I calculated the item subtotal, it should have been $50.65. I would appreciate clarification on this matter. I am specifically inquiring about the breakdown of the item costs, excluding fees, tax, and tip. I kindly request that you contact me via email at [redacted] with a working phone number for customer service. Unfortunately, the number provided on your website is not operational. Due to numerous spam calls, I prefer to communicate via email initially. I am seeking to understand the calculation behind the total amount charged and would like to discuss the invoice with a representative. Thank you for addressing this issue promptly.
Reported by GetHuman4622844 on samedi 11 avril 2020 17:29
I placed an order with Instacart on April 5th for delivery on April 9th. However, despite receiving an initial order confirmation, there was no progress shown, and the order was not assigned to a shopper. The store had no record of my order when I called. After struggling to reach Instacart through phone and chat, I threatened to file a complaint with the Attorney General's office if no response was received by 9:00 AM EDT on April 10th. An Instacart representative finally contacted me on April 10th, acknowledged the error, and resubmitted my order for urgent delivery by April 16th, which was later changed to April 23rd without notification. Despite attempts to reach Instacart, their customer service lines are now inactive. I plan to proceed with filing a complaint regarding this issue.
Reported by GetHuman3590198 on samedi 11 avril 2020 18:09
This was my first time selecting a "flexible" delivery option due to a higher volume of orders. After placing my order with a 3-5 day delivery window, I was surprised to wake up on Friday, 4/10 to a message stating my food had been delivered at 9:30 p.m. on 4/9. Unfortunately, I never received any texts, calls, or doorbell rings. When I went outside, I found my bags of food scattered outside the deer fence, with some of the items being consumed by wildlife. It was disappointing to see items like a whole chicken and beef left out for 11 hours. I had to discard most of the perishable items. Although I understand the challenges during this time, a simple doorbell ring would have prevented this. Moving forward, I hope for better communication regarding delivery to prevent similar incidents. Despite this issue, I will continue using InstaCart for the convenience it offers, especially as a senior who prefers not to visit the store.
Reported by GetHuman4623047 on samedi 11 avril 2020 18:13
While processing an order for Instant Cart, I encountered an issue at the grocery store with a declined card. Despite various attempts, the problem persisted. Upon receiving multiple reports of undelivered groceries, I was surprised. Despite my consistent delivery record, my account was unexpectedly deactivated. Seeking clarification through email and phone, I remain puzzled as to why this action was taken without a thorough investigation. I diligently follow procedures, providing photo evidence of completed deliveries. Feeling unjustly accused, I urge for a resolution and a better understanding of the situation that led to my account deactivation. This incident has left me perplexed and eager to uncover the truth behind these unverified claims against my reliable service.
Reported by GetHuman4623048 on samedi 11 avril 2020 18:13
I made my first Instacart order on April 6th. The order was picked on April 10th between 6:00 and 6:45PM. I asked for the delivery to Brookfield Highlands, a senior housing residence, requesting a call before arrival so I could collect my items at the front entry. Unfortunately, the delivery person left the groceries in the entryway instead of following the protocol I had outlined. I shared my phone number during Instacart registration, which should have been passed on to the shopper, Miles, who was assisted by another person. Given the current situation, I am concerned about their health and would appreciate any updates on their well-being regarding the coronavirus.
Reported by GetHuman-sdklumb on samedi 11 avril 2020 18:38
I made my first Instacart order on April 6th, which was scheduled for delivery on April 10th. I specified in the instructions to call my cell phone upon arrival, so I could meet them at the front entrance with my grocery cart. Unfortunately, the shopper buzzed into my apartment instead of calling me. This resulted in a situation where social distancing measures were not followed, which was concerning given the current coronavirus situation. I would like to know if there is a potential risk of exposure to the virus for me since the shopper and their helper did not adhere to the delivery instructions. Additionally, I was surprised by the tip and service fees that were added to my order, as I was expecting only a delivery fee. To avoid similar issues in the future, I am considering signing up for Express Delivery.
Reported by GetHuman-sdklumb on samedi 11 avril 2020 19:09
On 4/8/[redacted], I placed a grocery order for my disabled sister at [redacted] Huss Ave in Sacramento [redacted]. She needed paper plates, but I couldn't add items on the app. The Instacart shopper added Sunharvest containers instead of the simple plates needed, costing $37.98. I informed the shopper and tried to reach out through the app, but received no response. Could you please help me get a refund for $37.98 or arrange to pick up the containers from the address provided? They are unopened and safe to return. Thank you in advance.
Reported by GetHuman4623642 on samedi 11 avril 2020 20:30
I applied to be an Instacart shopper recently and mistakenly inputted my social security number incorrectly. The system did not allow me to correct it, and when I reached out to support, I was told it wouldn't affect my verification status, and I'd receive an error message to proceed. However, I never received the error message and was instead notified via email that I am now on hold for 21 days. This delay is frustrating as I have been eagerly waiting to start working as an Instacart shopper, especially given the current pandemic situation affecting my regular work hours. I feel misled and disappointed by this process. I'm hoping for a quicker resolution to my verification with Checkr so I can start earning soon. Thank you for any assistance.
Reported by GetHuman4624017 on samedi 11 avril 2020 22:20

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