Instacart Customer Service Issues

I placed an order last Saturday for shopping at Gelson's. This morning, I added a few more items to my order, totaling $[redacted]. Around 11:30, I received an SMS from Curtis, my shopper, saying he was already at Gelson's. Shortly after, I got a message from Magen, another shopper, who was also at the store. I explained to her that Curtis was already shopping for me and asked if they had combined my new list with the old one. I sent her the list from this morning, but she arrived 15 minutes later with the entire combined list from last week and today. This mix-up is unacceptable. When I checked on my computer, the total was still $[redacted] for both lists. I don't know who will take responsibility for this mistake, especially after I clearly communicated the new additions to Magen to avoid duplication. Please resolve this issue promptly. ~ Rivka Blumenfeld

My mother is currently in Vero Beach, Florida alone due to the Covid-19 pandemic. She relies on Publix Food Stores for her daily needs. Today, April 11th, she was expecting a delivery that was marked as delivered at 2:47pm by Brittany, but she never received it. The order total was $[redacted].71 plus tax and delivery tip. The order number is #[redacted]12. My mother contacted the Publix store, and they directed her to contact Instacart, but she was unable to reach their customer service. As she is on a fixed income, this situation is particularly concerning. Please assist in resolving this issue promptly. Thank you, Jennifer T.

I had a disappointing experience with a recent grocery delivery. The order had items I didn't request, and charges for items I never received. The communication with the first shopper from Natural Grocers was difficult due to language barriers. The second shopper from Sprouts arrived late and left the grocery bags far from the house, making it hard for us to carry them due to our age and health issues. I believe there are billing discrepancies that need to be addressed. How can this situation be resolved appropriately?

I had to place two consecutive orders due to a shopper's failure to follow directions, and as a result, I didn't receive all of my groceries. This led to me spending more money unnecessarily. Despite leaving a detailed note for the second shopper to call me before checking out, she did not call as requested and left the store without substituting the item I needed the most. She only managed to pick up 3 items, failing to fulfill the order correctly or communicate with me. This experience cost me an extra $35 and caused frustration as both shoppers were incredibly slow and made repeated mistakes. The second shopper's lack of attention to instructions resulted in an incorrect order being delivered, adding to the overall dissatisfaction with the service provided.

Please revise the calculation for my purchase from yesterday (4/10/20) at Smart & Final promptly. The pricing, size, and quantity on the receipt do not match the items received. I have already uploaded photos through the app as evidence and can provide them again if needed. I am requesting an immediate adjustment to the subtotal of the items from $92.63 to $82.03, excluding any tip and service fee. Here are the details: - Clabbers Girl Double Acting Aluminum-Free Baking Powder 8.1 oz: Was $2.79, Replaced with ARGO Baking Powder 12 oz for $1.99. - Clabbers Girl Corn Starch 3.5 lb: Was $3.99, Replaced with First Street Pure Corn Starch 3 lb. 4 oz for $3.19. - First Street Bay Leaves, Whole 8 oz: Was $10.49, Replaced with First Street Whole Bay Leaves 1 oz for $3.29. - Nestle Coffe-Mate Hazelnut Liquid Coffee Creamer Single Serve Portions 50 Ct: Was $5.29, Replaced with Nestle Coffe-Mate Hazelnut Liquid Coffee Creamer Single Serve Portions 24 Ct for $3.49. The total for the original items ordered was $22.56, the replacement items total $11.96, resulting in a difference of $10.60 in replacement costs. The subtotal for all 15 items (excluding additional charges like tip and service fee) on 4/10/20 should be $82.03, not $92.63.

I have been incorrectly charged by Instacart and I am seeking a refund promptly as the total amount is significant. On 3/30/20, they charged me $[redacted].42 without delivering any groceries. Furthermore, on the same day, they charged me for express service, which I did not receive. On 4/10/20, I was charged an additional $99.00 for a subscription that I had already paid for on 3/30. Moreover, on 4/10/20, there was a charge of $[redacted].00 which I am unsure of its purpose as the groceries were only delivered on 4/11, without prior notification of the two separate orders. A charge of $12.02 for unordered groceries was also captured. Despite multiple attempts over a week to contact Instacart, I have not managed to get through, leading to my request for a full refund of these charges, cancellation of the express service, and removal of my debit card details from their system. Although initially satisfied with their service, the lack of customer support has severely affected my experience.

I've had four large deliveries recently. The first one included the wrong Nioxin product and extra items. The second had three items I didn't order. The third was fine, but the latest one was a problem. I was charged for items I didn't receive, like Bubbies sauerkraut and overpriced blackberries. I have the store receipt showing the discrepancy. I've attempted to contact Instacart with no luck due to high call volumes. I'm frustrated and want to know how to resolve these issues.

I am inquiring about two recent orders that I have placed with Instacart. The first order was due on April 10th, but as of April 12th, it is still in an open status with items being shopped for. The authorization amount for this order was $80 and has not been refunded. The second order is scheduled for delivery on April 13th with an authorization amount of $[redacted], which has been refunded even though the items have not been shopped for yet. During the process, I noticed a shopper named Yan on the chat screen briefly before their name disappeared. I am concerned about the status of my first order and how other orders will be completed if it remains open. I have attempted to contact support via phone multiple times since April 10th, but have only received a message stating that phone support is currently unavailable.

I placed an order scheduled for arrival on April **, but as of Sunday, April **, it's still open with items not yet shopped for. The authorization charge of ** has not been refunded. Another order set for delivery on Monday, April **, had the *** authorization charge refunded even though it hasn't been shopped for. During a chat session, I saw the shopper's name as YAN briefly and then disappear. I can't reach support via phone as it states phone support is unavailable. I've been trying since April **. The items in question are a Scotts 36-pack toilet paper and a 5-pack of Clorox wipes. I need these urgently. Please investigate, close the pending April ** order, and fulfill it promptly to allow other orders to proceed smoothly.

I have been waiting for weeks for my Meijer order to be delivered. It indicated that Michael was shopping for my order at 10:30 AM today, but it is now 3 PM and I still haven't received anything. I also had an order scheduled from Costco on March 30 that was never delivered, and now I can't seem to find any available delivery slots from them. Despite receiving an email apology and a $10 credit, the credit wasn't applied to my order today. I joined Instacart for $99 due to a medical condition preventing me from going to stores, but I have had no success with any deliveries since. I am considering canceling my membership due to these ongoing issues. My visa was charged on March 27, [redacted], and for this order on April 7 for $[redacted] and today for $53.14. I expect my current order to be delivered without any further problems, or I may explore using another delivery service. Thank you.

I received an incomplete order with missing frozen TV dinners. Even though I was billed for the items, they were not in my bag. I did not get a receipt to confirm the charges. My shopper, Teresa, provided a different bag with items unrelated to my order. The missing items are: Michael Angelo's Eggplant Parmigiana (11 oz) for $3.43, Smart Ones Broccoli & Cheddar Roasted Potatoes (9 oz) for $1.99 each ($3.98 total), Lean Cuisine Comfort Meatloaf with Mashed Potatoes (9.[redacted] oz) for $2.49, Smart Ones Savory Italian Recipes Traditional Lasagna with Meat Sauce (10.5 oz) for $1.99, Marie Callender's Teriyaki Chicken (12.3 oz) for $3.19, Healthy Choice Café Steamers Chicken Margherita (9.5 oz) for $2.99, and Healthy Choice Café Steamers Asian Beef Teriyaki (9.5 oz) for $2.99. I only received 1 out of the 2 boxes of Annie's Homegrown Shells & Aged Cheddar Macaroni and Cheese, Mac and Cheese (6 oz) priced at $1.75 each.

Hello. I am Christina A. and I had placed an order on April 6th using my account linked to [redacted] I encountered some issues with the pricing of replacement items in my Instacart order. Despite approving the replacements at the same price as the original items, I noticed discrepancies on the final receipt. The sweetened condensed milk showed as $2.89, but I was actually charged $4.09 each for the 2 I purchased. Similarly, the wipes were meant to be $2.49, but were charged at $3.49 each. Additionally, the Seagram's gin, a replacement for the out-of-stock organic gin, was priced at $12.99 by the shopper, however, I was charged $17.19 instead of the expected $16. I am seeking clarification on why the prices differed and would appreciate a refund of $7.60 for the discrepancies.

I am extremely disappointed with the recent order I placed through your service. I specifically chose your company to send essential items like toilet paper and Kleenex to my elderly mother who lives in another state. Regrettably, the order that was delivered today did not include these crucial items, and to add to the frustration, the angel hair pasta was substituted with ziti without my consent. This is unacceptable. If an order cannot be fulfilled as promised, then my money should not have been taken. I demand a prompt call back to address the overcharge on my account and rectify the incomplete delivery to my mother. As a business owner, I understand the power of word-of-mouth, and I will not hesitate to share my negative experience through various channels like conversation, text, email, and online platforms. It is vital for your company to uphold ethical business practices, especially in times of need such as during the pandemic. I urge you to take immediate action to resolve this matter and uphold the promises made to customers.

Hello, after placing an order, it was promptly canceled, followed by an email from Instacart Trust and Safety Team informing me that my account has been placed on hold due to unusual activity. They request a copy of my ID and proof of payment to lift the hold. While I understand the need for security measures, I prefer not to send such sensitive information via email. Can someone assist me in resolving this matter securely? You can contact me at [redacted]. The email I received states that due to security reasons and recent unusual activities, my account is temporarily suspended for protection. Any recent orders have been canceled and refunded. To remove the suspension, they require verification that matches my identity to the credit card on file. They ask for photos of my driver's license or government-issued ID and the payment card with only my name and last 4 digits visible. This step is taken to safeguard the account from unauthorized use. Once the verification is completed, they assure assistance with the next steps and deletion of images promptly. Thank you.

I made a purchase on April 4 from Publix and Milam stores. The Publix order arrived on April 7. However, the Milam order was confirmed as being shopped with substitution questions asked. The driver claimed to be en route but the order was never delivered. Despite several attempts since April 7 to reach out via phone, email, and chat, I have not received any response. I was left waiting in a long queue and eventually got disconnected after 2 hours. I have been emailing daily without any reply. I understand the current challenging circumstances, but I cannot pay for an undelivered order. I am unable to proceed with a new order until this issue is resolved. I appreciate your prompt attention to this matter.

On Friday, April 10, I placed an order with Sprouts on Marconi Ave in Sacramento, CA. I was told the delivery would arrive on Saturday, April 11, [redacted], at 9:05 AM. Unfortunately, the items never arrived. I was informed later in the morning that they had been left at the doorstep, which was not the case as I had been waiting since early morning. Despite trying to contact your company by phone, I have been unsuccessful. I paid around $55.00 for the products. I am eager to receive the items, but if they cannot be traced, I would like a refund to my credit card. Sprouts offers unique items that are hard to find elsewhere, and I am interested in continuing delivery service once this issue is resolved. Thank you, Dotti Holland.

I reached out on April 8, [redacted] about an issue with my order #[redacted]58. I understand Instacart is busy, but I was hoping for a resolution by now. Here are the items I found - Organic Raspberries ($5.99), Philadelphia Cream Cheese ($9.49), and Replacement Smoked Salmon ($12.89). I had requested Organic Eggs, but they were unavailable. I declined a replacement when the shopper asked and asked for a refund of $7.19. The total bill was $33.37, including a $5.00 tip, not the $40.56 charged. Despite declining the replacement eggs and not receiving them, I was still charged. Please refund $7.19 to my account. Thank you, Patricia R. Caroselli.

I recently received a delivery from Instacart on 4/5/20 at Sams Club in Newington, CT. Unfortunately, due to items being out of stock, they substituted my toilet paper and kleenex with plastic film and aluminum foil. I returned these items to Sams Club on 4/6/20 with my Instacart receipt and was refunded $31.76 to my Mastercard ending in xxx8554. I was expecting the refund to go back to my Visa card ending in xxx2131 or my Sams Club account, which is linked to my membership number with Instacart. Sams Club advised me to reach out to you regarding this issue. I kindly request your assistance in either crediting my original payment method or issuing a check for $31.76. Thank you.

I recently received a delivery at my doorstep, but unfortunately, the driver inadvertently missed including the toilet paper that I had purchased and was listed on my receipt. When I questioned him about it, he explained that he mistakenly picked up two toilet paper packages as he was handling multiple orders simultaneously. The cashier informed him that each customer is only allowed one package, so he gave both to the other customer. I have paid for the toilet paper, yet it was not delivered to me. I am looking to have the missing item replaced, receive a credit on my bill, and would like to contact the supervisor of this driver.

I want to express my gratitude to the team at Instacart for their assistance during this challenging period. Once this crisis passes, which I believe it will, I hope everyone will recognize the vital role Instacart shoppers play in our society. I need to reach out to customer support about my unexpectedly canceled order. The order was placed through Wegmans in Princeton, NJ, with a scheduled pick-up time. However, I received a cancellation notice this morning for Order #[redacted]. Although my credit card was charged, I have not received the order. I am hoping to have the order fulfilled or receive a refund. You can contact me directly on my cellphone at [redacted]. Thank you for your hard work.