Instacart Customer Service Issues

I am frustrated with the system you have in place for drivers. I choose orders based on the payment shown in the app, but it's unfair that customers can adjust the tip up to 3 days later. Today, I accepted a $60 order but only received $45 when I checked. It's not right to reduce a driver's tip without a valid reason. This kind of practice discourages drivers from doing a good job. I suggest blocking customers who change their tip amounts after delivery. I am disappointed and no longer want to work with this application. The system seems to favor customers over hardworking drivers. I have had better experiences with other delivery apps and have decided not to use Instacart anymore.

I placed an order for groceries last night, but unfortunately, I did not receive most of the items I wanted. The few items I did receive were damaged. This affected my dinner plans as the replacements I requested were not delivered. Even the replacements I specifically said I didn't want were included. I was left feeling disappointed with the whole experience, especially the customer service. I requested a full refund but was only given a fraction of what I paid, which is unacceptable. I'm looking for a complete refund due to the inconvenience, the poor condition of the items, and not being able to prepare my meal as intended because of the incorrect service provided.

I recently completed an Instacart delivery for a shopper but unfortunately got deactivated today. This happened because I mistakenly delivered the order to the wrong customer's house, although it was the GPS directions that led me there. I firmly believe I was unfairly deactivated as I did deliver the order to the specified location and even took a photo as proof. Unfortunately, I am unable to provide the photo as evidence since Instacart retains these records once the delivery is made. I have consistently maintained a 5-star rating as a driver for the past 2 months and received excellent reviews from numerous customers. I believe I should be reinstated on the platform based on my track record.

Hello, my name is Lauren K. I have been enjoying working for your company for about a month now. I have received many 5-star reviews on my profile, except for an incident that occurred yesterday, June 27th. A customer claimed that I did not deliver a batch of groceries to them, but I am certain that I did. When I received a call from Instacart regarding the issue, I immediately returned to the location, only to see someone taking the last bag of groceries. It is clear that the items were delivered, and I have done nothing wrong. I believe that every customer should be required to take a photo of their groceries upon delivery, even if they choose not to. I sensed something was off when the customer was unresponsive during the shopping process. I feel unjustly judged for having missing groceries on my record due to circumstances beyond my control. I hope this situation can be resolved as it impacts my otherwise excellent review record.

I received an error message while trying to download my order on Instacart. After activating my Instacart card, I accepted my first order and went to Costco. However, when I tried to start shopping on my phone, I received an error message stating that the order was loading but never actually loaded. This happened an hour ago. I have been unable to communicate with the shopper or Instacart as I get the same error when I attempt to send an urgent chat message. I am frustrated with the lack of customer service options through phone or email from Instacart. What steps should I take next?

Hello, I recently placed an order for groceries with Albertsons. My Instacart driver contacted me to say he was struggling to locate my high-rise building at the Waldorf Astoria in Las Vegas. Despite instructions to deliver to the front desk, he left my groceries by the building entrance. Upon fetching my order, I was informed by security that an unfamiliar and seemingly intoxicated woman delivered it, causing property damage. The individual did not possess a driver's license and left the scene swiftly. Security footage captured the vehicle details, license plate number, and the property damage caused. It appears that my Instacart driver employed an unauthorized and irresponsible substitute to deliver my groceries. I urge a prompt investigation and request that the building manager be informed to address this matter accordingly. Best, J.L.

Hello. I recently placed an order for groceries at Albertsons and encountered an issue with my Instacart delivery at Waldorf Astoria in Las Vegas. The driver had trouble locating my high rise building and eventually left my groceries at the building's entrance instead of delivering them to the front desk as instructed. To my surprise, I discovered that an apparently intoxicated person, not the designated Instacart driver, had made the delivery. This unauthorized individual caused damage to the property and left the scene hastily. I have gathered video evidence of the incident, including the vehicle and license plate. Please reach out to the building manager at your earliest convenience to address this matter. Thank you. - JL

I am experiencing issues with my Instacart orders. In April [redacted], I signed up using my email [redacted] During my first order from Cub Foods, I received and was charged for a secret deodorant priced at $5.99, which I did not order. For my second order from Byerly's/Lunds, I specifically requested no replacements for the toilet paper, but I received a cheaper version that was priced at $12.99. Despite multiple attempts, both stores refused to accept returns for these unwanted items. I have reached out to Instacart via email numerous times but received no response. Frustrated by the lack of resolution, I opted to cancel my membership. I am seeking a refund for these two incorrect items. My name is Anne Sharp, and I reside at [redacted] Xenium Lane N, Maple Grove, MN [redacted]. You can reach me at my email [redacted] or phone number [redacted].

While shopping on Instacart today, I encountered a strange situation. As I was nearly finished with my order, another shopper noticed that we both had almost identical items in our carts. This made me wonder how coincidental it was for us to be picking the same things. She seemed to insinuate that I should abandon my items because she had the same ones on her list and only needed two more. I found it odd but decided to complete my shopping. Although she was just starting and I was almost done, I didn't understand how this could happen. I walked away politely, leaving her to finish her shopping. I'm concerned if we'll get charged twice for the items being similar across our orders.

Lately, I've been facing a recurring problem with BJs charging me a delivery fee whenever I shop, despite being an express Instacart member. I've reached out to Instacart multiple times about this issue. Although they claim to have refunded me three times, I have yet to see any of the refunds in my bank account. I've made it clear each time that I prefer the credit to go to BJs for my next order rather than my bank account, but for some reason, they keep refunding it to my bank. It's frustrating to continually deal with these issues, especially since I shop at BJs weekly. I hope this matter can be resolved promptly.

Good evening, My 18-year-old daughter has been working as a shopper for Instacart to save money for college. Lately, she's found joy in this job. Recently, her contract was terminated due to a customer claiming they did not receive their groceries. She is devastated by this sudden decision and feels mistreated. I am seeking clarification on the process. Despite following the delivery procedures - including taking photos and providing receipts - how can shoppers like my daughter defend themselves from such accusations? There seems to be a lack of communication and support from Instacart regarding this issue. The current system should have records of all deliveries made, like pictures and messages exchanged. What steps should contractors take to prove the delivery was completed? I'm concerned about her income being halted unjustly. Suggestions for Instacart would be allowing customers to leave feedback for shoppers and improve communication channels for better support. I tried reaching out to Instacart today, but the provided contact number was invalid. It seems like there is a lack of care for the well-being of their contractors. Your assistance in clarifying these concerns would be greatly appreciated. Thank you.

I have called, responded to your emails, but many issues remain unresolved! I have been waiting for replacements for three days now. The wrong juices were sent along with about five other incorrect items. I received some refunds, but I paid for these food items. For instance, I ordered GG frozen corn but got frozen peas, which I dislike. Also, I clearly selected no-name prune juice, but I received cranberry juice, not just once but twice. Despite numerous messages, during a phone call, I was advised to donate the wrong items, which is not feasible for me as a senior. WALMART: ROBIN[redacted]92 Regarding the issues: #[redacted]10 (#[redacted]8) Barb Phillips 63 Sewell Street Saint John, NB [redacted] The delivery was left at the entrance, susceptible to theft, without any attempt to knock as indicated on my door. This situation is very upsetting.

I applied to become an Instacart shopper over two weeks ago in the hopes of earning extra income during the pandemic. I inquired about the wait time and was assured by a support representative that it would only be a few days. However, despite this assurance, I have yet to hear back. With financial struggles mounting during this time, working for Instacart is crucial for me. I have refrained from exploring other job opportunities as I have heard positive reviews about Instacart. Feeling let down and frustrated, I am contemplating reaching out on social media for similar experiences. Despite these challenges, I am eager to work for your company and would greatly appreciate any assistance. Thank you.

My name is Lori H. from Upland, CA [redacted]. I placed an order on the 9th, and it was delivered today. Soon after, I received a text from the Shopper. I will quote it exactly as it was sent to me. "I like how you took all your tip away when you weren't even replying back to me when I asked what you wanted to do for replacements and when you did all you put was okay like that doesn't answer my question I will report you to Instacart for tip baiting and I hope you have a horrible day people like you deserve to have the worst happen to them next time go shop for yourself you." I did not remove the tip. In fact, last night I increased it from 5% to 10%. I responded to him saying, "I did not remove your tip!!! Shame on you." I have never been spoken to like that before. I am not one to complain. Even though I was not satisfied with the order, I would never take back a tip. When I am busy, I may not always be able to reply to texts promptly. I have a business to run, and I expect the Shopper to make changes when needed. I am very upset. What he said was uncalled for and extremely hurtful. In these uncertain times, his behavior is adding to the stress. I want to ensure he does not bother me further, considering he knows where I live and I have grandchildren with me.

I ordered 14 items from Kroger. The personal shopper, Lauren, made some mistakes. When I received my order, there were extra items added that I did not order. My bill increased from $75 to $[redacted]. The additional items included two types of coffee, fresh salmon, canned salmon, ground turkey, lime juice, veggie chips, and shredded cheese that was not the brand or type I selected, with no substitution requested or approved. This has been my worst personal shopping experience. I am requesting a refund for the unapproved items. Thank you. - M.S.

I order groceries for several people through Ralphs, and some of us are on special diets. Despite clearly stating NO SUBSTITUTES, multiple substitutions keep happening, making the situation worse. In a recent order, low sodium roast turkey was requested with a strict no substitution instruction, but instead, $16 worth of deluxe ham was delivered, which is completely different and not suitable for the diet restrictions. Another instance involved ordering eggbeaters with a no substitutes request, yet receiving something called Oat Milk, which was misleading due to the similar packaging. The most recent order had substitutes for sugar-free lime jello, lite string cheese sticks, and another unidentified item, affecting those with dietary restrictions. Please advise on how we can rectify this persistent issue.

I placed a large order with Wegman's totaling $[redacted] on June 8. However, I just realized today, July 13, that my order was missing the $6.98 Wegman's strong kitchen bags. I contacted customer service, but they said it was too late to issue a refund or credit. Despite explaining that I never received the item but was charged for it, they were unhelpful. When I requested to speak to a supervisor, I was left on hold for 20 minutes without anyone picking up. I'm disappointed with this poor customer service and simply want a refund for the missing garbage bags. It's frustrating when a significant order like mine is mishandled in this manner. - RL

I am an Instacart shopper, focusing on full-service shopping and delivery. My girlfriend, who also does this, seems to receive higher-paying orders ranging from $40 to $50 each while I only come across orders as low as $9. This discrepancy became evident as we compared while sitting side by side today. Despite knowing that order value can depend on speed, I find myself restarting the app 5-6 times per batch due to frequent freezes. My girlfriend, who handles fewer orders, significantly outearns me, earning $[redacted] compared to my $40. This disparity seems unjust, as technical issues with the app affect my completion time, listing my speed at 87 seconds per item, which I believe does not reflect my capabilities. The constant app malfunctions are making it hard for me to cover expenses. It's frustrating to end up with minimal profit after spending on fuel. I urge the need for account adjustments to enable me to access better opportunities for earning. My contact details are [redacted], Cody Jones, at 27 2nd St W Apt 3, Litchfield, MN [redacted], and my phone number is [redacted]. Removing the 87-second-per-item restriction could potentially improve my order offers. Thank you.

Hello, I had a $20 coupon for Instacart and placed my order. I thought I should have a coupon at the end, but I couldn't do that at that point, so I proceeded with the order. I received an email stating that I still have the $20 coupon with a three-day extension. They mentioned completing my order. Today, I contacted customer support and chatted with them. They assured me I would get the $20 discount at the end of my purchase. However, when I tried today, it wouldn't go through. I'm unsure if I need to start the purchase over entirely. I'm not certain how your business handles coupons.

Yesterday, my driver account was unexpectedly deactivated while I was in between deliveries for Customer A and Customer B for Instacart. Despite this, I managed to complete the delivery for Customer B using Google Maps since their address was already accessible. Upon finishing the delivery, I contacted driver support in the Instacart app to ensure I would receive credit, given I couldn't swipe as my account was deactivated at that time. The support specialist informed me that the deactivation issue was resolved. Later, though, I received an email stating that my appeal had been denied, and my deactivation couldn't be reversed. This contradictory information has left me puzzled and frustrated as my account remains deactivated. I would appreciate clarification on this matter as I have a successful history working with Uber and strive to provide great service as a driver. I hope to resolve this promptly and continue working with Instacart. Thank you, Jon K.