Instacart Customer Service Issues

Hello, I have been waiting on hold for around 20 minutes on your customer service line. My issue is regarding an Instacart order from the Fresh Market on April 11, [redacted], for $[redacted].86. The delivery was not made to my address at [redacted] Hunting Wood Road, Annapolis, MD, but to an unknown individual at the door. I spoke to Broderick from Instacart, who assured me of a refund, but I have yet to receive it. I am requesting the refund to be processed promptly. Thank you, MaryJoan McNamara

Order #[redacted]15 1. I would like assistance with my recent purchase. I have encountered several issues with my order. Firstly, I was charged $9.79 for allergy medicine that was not included in my delivery. Despite informing the shopper that I couldn't accept the substitute due to conflicting medications, I was still charged. 2. Additionally, I was charged $4.59 for Fantastic, but this item was also missing from my delivery. The shopper mentioned that the shelves were empty, yet the charge remained. 3. The BOGO offer on the vitamin gummies was not correctly fulfilled, as I only received one bottle. 4. I did not receive a store receipt, but upon reviewing the Instacart receipt, it appears I was overcharged by $4.05 for Tide. 5. Similarly, there seems to be a $4.05 overcharge for Cascade. I kindly request a refund to my Mastercard or an Instacart credit for future use. Thank you, Joanne C. Zip Code: [redacted]

I encountered an issue with my recent Wegmans delivery. I'm struggling to get in touch via phone or report the problem. My order was for 3 packages of Wegmans ground beef 80/20, 1 lb each. However, I received a single 6.9 lb package for $17.27 and was charged $30.89. Similarly, I ordered a Wegmans easy carve leg of lamb, 2 lbs on average for $15.58, but I got 4.45 lbs for $35.06. Despite informing the shopper through a photo that it was too large, it was still purchased. As seniors, the quantity is excessive for us. I didn't request any substitutions for the entire order. Though there were other substitution issues, I can overlook those. I kindly request a prompt resolution. Thank you. - BN

I placed an order with Instacart a few days ago, and later placed a separate order at another store. However, when I tried to place the second order, my Instacart account was unexpectedly canceled. I tried reaching out to them without success. Today, I received a partial and incorrect delivery from my first order without any prior notice. The items left at my door were not what I expected, and I had paid a substantial amount for this order and a generous tip. The shopper did not communicate about substitutions and left ice cream melting on my doorstep. I noticed the delivery only when I was about to take my dog for a walk, as they did not even ring the doorbell. Resolving this issue with Instacart seems challenging.

I recently received an order through my [redacted] account from Price Chopper at approximately 4 PM EST on April 17, [redacted]. Upon unpacking, I encountered two significant issues. Firstly, I had originally ordered 6 mega rolls of Charmin Ultra Strong toilet paper which was supposed to be substituted with a 9 roll package for $13.99, which I accepted. However, I was disappointed to receive a smaller 6 roll package of a lower-grade Charmin Essentials Strong toilet paper worth much less than the $13.99 paid for the promised 9 roll pack of Charmin Ultra Strong. Additionally, the 2 organic avocados I ordered for $5.00 were delivered extremely soft and mushy, bordering on overripe/rotten. I believe a refund is necessary for the avocados and an adjustment or refund is warranted for the inferior quality and quantity of the toilet paper. Thank you in advance. Ellen E.

I ordered groceries from Heinen's in Chardon on 4/11 and they were delivered on 4/15. However, I received the order with several items missing and a few incorrect items. The missing items from my cart are minute white rice cups, Phillips portabella mushrooms, iceberg lettuce, organic green pepper, and two packages of Heinen's shredded mozzarella cheese. The incorrect items I received were a 6 oz. Hunt's tomato paste instead of 12 oz. and a can of tomato with basil instead of a 28 oz. can of crushed tomatoes. My credit card was also charged the wrong amount, $[redacted].00 instead of $[redacted].49. I'm located at [redacted] Paine Road Painesville, Ohio [redacted], and I'm willing to pay for the missing items when they are redelivered. I wasn't informed that these items were unavailable initially. Your assistance is appreciated.

I've been trying all morning to contact someone regarding my Publix order, which is marked as delivered but was not received. I successfully received my Aldi order but not the Publix one. The customer service phone line is currently inaccessible, so I followed the instructions on the website to report the missing order. I received an email stating that someone would follow up, but it's been almost 12 hours with no response. I am disappointed and simply seek a refund for the undelivered Publix order. After contacting Publix directly and being informed that the shopper, Karen, did not return my order despite marking it as delivered, I was advised to seek a refund through Instacart. The manager suggested that I could gather the items and pay for them in-store, defeating the purpose of delivery. I have already purchased the essential items elsewhere, but I still require a refund for the Publix order.

Hello, I ordered from Instacart last night, and this afternoon my shopper/delivery person started picking up my items. I wasn't informed when she started shopping, and she made many replacements without consulting me. The shopper didn't ask for my input and chose items I couldn't consume. She also ignored my suggestions and opted for different items without contacting me. Some of the substitutions were more expensive. The person who delivered my order was Susan M. The app shows her activities, but I wasn't notified of these actions and wasn't given the chance to approve them. We are disappointed with several of the choices, especially one item that doesn't fit my dietary needs. Regards, Sydney L Frazier

Tonight I placed a $[redacted] order. Stephannie was my shopper at 7/8 pm in New Jersey. She shopped at the Acme in Pennsville, NJ which was out of many essential items like burger, beef tips, and chicken. I requested to keep the order overnight for the butcher to restock in the morning. However, Stephannie misunderstood and cancelled the order, thinking I wanted her to go to the Acme in Woodstown (where she does not shop). Now I am confused about what happens next. I noticed a button to add everything to my cart. What should I do now? Will my money be refunded or will a shopper pick up the order tomorrow morning?

I have been using Instacart for around a year and have generally been satisfied. However, there were a few issues with my order placed on April 15. I was supposed to receive a $45 credit spread over three orders ($15 each) as per an email in March, but the credit was not applied to my 3rd order. I ordered 2 Lloyd's Barbecued pork ribs which were advertised as buy one, get one free. I only received one and was missing the free ribs. Lastly, I ordered one Blue Bunny chocolate mini cones but received two and was charged for both. I would greatly appreciate your assistance in resolving these problems.

On 4/3/20, when I used Instacart for the first time, there were issues with my order. The shopper made mistakes, and I was charged $55.59, which included $10 worth of errors. Another unauthorized charge of $85.00 was posted on 4/4. Despite reporting these problems to Instacart Customer Service, I struggled to reach them. The automated message stated phone service was unavailable due to high call volumes. Consequently, I disputed the $85 charge through my credit card company. Instacart responded, asking for verification due to unusual activity on my account. After placing and receiving another order using a different credit card, they requested photos of my ID and payment card for verification. I avoided sending them and asked to speak with someone but haven't received a response. As a customer over 65, being unable to access my Instacart account has been challenging. Any assistance would be greatly appreciated. Thank you, Roberta Rossi.

I received an order on 3/20 for two items charged to my credit card. However, the delivery was made to the wrong address by Instacart, causing the items to be left outside overnight. Despite receiving a text notification, the delivery person did not ring the doorbell or call to inform me. After contacting the store and a neighbor returning the items, I had to dispose of them. Instacart promised a $22.93 credit and a $10 credit for my next order, but I have not seen the refund on my Bank of America statement as of the posting date of 3/25. I appreciate the assistance from Fresh Market in connecting me with Instacart, but I am still waiting for the refund on my credit card. It's critical for me to resolve this issue promptly to pay my bill. I can provide the dates of the order and delivery, and the store involved is Fresh Market on Woodstock Rd. in Roswell, GA. Thank you for your help in resolving this matter quickly.

I understand that these are challenging times for everyone. I placed two orders for the Scott 36 pk toilet tissue this week, knowing that it's in high demand. Despite specifying not to substitute if it's out of stock, the shopper did make substitutions both times. I appreciate the hard work of all the staff fulfilling orders, and I am grateful for their efforts. However, I'm left wondering about the purpose of providing specific instructions in the designated box when they are not followed. Thank you.

Hello, I understand that these are challenging times we are facing. As a new online shopper, I placed some orders last night and received an email titled "Reclaim your abandoned cart on aisle 4!" this morning. However, the term "abandoned" in the email bothered me due to personal circumstances with my ill son keeping me up. I believe a more sensitive approach could have been used. During these difficult times, empathy and understanding are essential when communicating with customers. I hope this feedback provides some insight into the customer experience. Thank you for your hard work and stay safe.

I encountered issues with both of the orders I received today. Firstly, the BJs order had multiple substitutions that I did not approve of, such as vanilla ice cream instead of mint chocolate chip, strip steak instead of 2 roasts, and Quaker granola bars instead of Milano cookies. I only noticed these substitutions when I was putting the items away, and while some are acceptable, I am dissatisfied with all of them. I would like a refund for the steak and granola bars. Additionally, I was charged a $15.00 delivery fee despite being an Express Member. Secondly, my Wegman's order charged me $7.61 for a raw whole chicken, but I did not receive any raw chicken, only a cooked one. Please reimburse me for that amount.

Hello, I recently received my order and found that several items were missing or incorrect. Throughout the shopping process, I communicated with the shopper to replace these items, but unfortunately, none were addressed. I am disappointed with this experience as I have shopped with this service multiple times without any issues. I possess the receipt from the shopping bag, which clearly displays the items purchased and serves as evidence for my claim. Despite informing the shopper during the shopping trip and even trying to get his attention upon delivery, he left without addressing the missing or incorrect items. I have camera footage from outside my door that supports my concerns regarding this situation.

I received my Instacart order tonight and reviewed my email receipt. I was wrongly charged for 3 items I did not receive: Cheerios for $7.19, Pete & Gerry's Liquid Egg Whites for $19.98, and Studio by Tide Liquid Laundry Detergent for $21.69, totaling $48.86. Kindly credit my charge card for this amount and send me a receipt. Alternatively, adjust my current bill, fixing the errors as mentioned, and charge my credit card appropriately. I also had a $19.18 credit from Instacart that was not applied to this order, which I wanted to use. Please apply this credit to the bill from 4/18/[redacted]. The subtotal should be corrected to $81.89, the Sales Tax to $0, and the Tip to $8.19. There is also a Service Fee that needs correction, along with a Credit/Discount of $19.18 and a new Total Charged of $79.89 plus the corrected Service Fee. Kindly confirm how you will address these issues by contacting me via email at Lecky49er@[redacted].

I mistakenly had 2 tubes of Systane Gel Lubricant Eye Gel Nighttime Protection listed twice on my Albertsons order. The shopper noticed the duplicate listing and substituted 2 bottles of Systane Balance Restoring Dry Eye Relief, which was acceptable. However, the second set of 2 tubes of Systane Eye Gel Nighttime Protection further down the list was charged at $37.98, but I only received the Balance Eye Drops, not the Gel. The Gel is a night-time product, while the Balance drops are for daytime use. I was billed for both the Balance Eye Drops and the Gel, but only got the drops. I kindly request a refund of $37.98 for the missing 2 tubes of Systane Gel Lubricant Eye Gel Nighttime Protection. Thank you, Kristina B.

I had a bit of confusion with my recent shopping experience with my shopper, Robert P. Two items were out of stock, and replacements were made without my explicit approval. The replacement messages were unclear, and I didn't feel confident they accurately reflected my preferences. Despite this, the substitutions I received - Hormel Natural Hardwood Smoke Original Bacon, 16 oz, and Black Label Center Cut Natural Hardwood Smoke Bacon, 12 oz - were not exactly what I originally ordered for a Buy One Get One deal. The sizes and types didn't match up perfectly, but as the price remained the same, I decided to accept the items. There was another instance where a Publix Sausage was swapped for Fresh Hot Italian Sausage, and while I wanted to decline the substitution and preferred a different product, the Hot Dogs, Bacon & Sausage label confused me and led to another unwanted replacement. Despite these mix-ups, I will keep the items received and move on. Furthermore, I noticed a delay in delivery despite placing two orders on the same day, wanting them on different dates. The shoppers began the purchasing process early, and my attempts to halt the process were overlooked. While this resulted in quick deliveries, it would have been preferable to adhere to the intended delivery dates. Overall, I've encountered some issues with the way replacements are communicated and shoppers responding to messages. While I am willing to accept the delivered items, I hope for better clarity and communication in the future shopping experiences. Sincerely, Dick Muir Palm Bay, Florida

I am dissatisfied with the recent service provided by our shopper, Robert, from Giant Food. Unlike previous shoppers, Robert did not communicate with me about item substitutions. He mistakenly bought a large bottle of Coldwater Tide instead of Tide with Downy, which I cannot use since I do not wash in cold water. Additionally, he purchased Multigrain English Muffins instead of plain, which I also cannot use. I need assistance on returning these items and receiving a credit for them. Robert shopped too quickly and made several errors, unlike my previous satisfying experiences with other shoppers.