Instacart Reviews 

Instacart treats me like garbage. I need a reimbursement for a client purchase I’ve paid with my own card, they simply refuse it and don’t explain why. There’s no channel to talk to a real solving-person, just attendants whose kind words never solve the problem. It’s a joke. I don’t know if it’s laziness, bankruptcy or if they’re simply evil. Instacart is not a serious company.

I am astounded by the behaviour of the individuals at Instacart and their partner, Walmart. I recently purchased an item from Walmart, only to realize that it would not serve my intended purpose. Consequently, I visited Walmart to return the item, but the Customer Service Manager (CSM) displayed a great deal of arrogance towards me and refused to accept the return on the grounds that the item had been opened. I pointed out that this condition was not explicitly stated in the return policy, but the CSM remained adamant and denied my request for a refund. As a result, I had Uber there and back home, which cost me $34.00, nearly half the price of the item. Upon reaching home, I sought assistance through the support page of Instacart. The representative I interacted with was initially polite and promptly forwarded my refund request to another department. However, shortly after, I received an email stating that they would only provide me with a refund credit. To my dismay, within five minutes, I received another email retracting the refund offer. I responded to express my dissatisfaction, and in return, received a message assuring me that they would respond within 24 hours. Regrettably, they failed to meet this deadline, prompting me to send another email. This time, I received a response informing me that my account had been locked due to alleged irregularities in my account in my GPS data. It is worth noting that GPS data is irrelevant in the context of a refund request. It is evident that there is a lack of coordination and communication within the organization. Despite their responsibility to prioritize consumer interests, they have demonstrated a complete disregard for their customers. Their behaviour can only be described as arrogant and disrespectful. I implore Instacart to familiarize themselves with customer service principles and rectify their internal issues. It is imperative that they cease their unprofessional conduct and fulfill their duties competently. The abysmal rating of 1.3 stars that they currently possess is a testament to their subpar performance.

💥Awful, awful, awful, awful!
You can wait literally over 24 hours and still no shopper fills your order.
Delivery times are not respected and if you have to cancel as a result they charge your credit card $15.
Customer service sucks in every way.
💥The shoppers sometimes claim your order and then never fill it. They go home after the store closes and your order shows a shopper filling it and a delivery time when the order was actually just abandoned!!
The shoppers often bring you rotten food.
Super expensive and not worth it.
💥SAVE YOUR MONEY💥

First their website is terrible. It feels half finished. Only barely works on a computer.

Second, when I checked out, it tried to push through the order payment multiple times and somehow they locked my account! I had to call someone to try to unlock it since the email to try to automatically unlock was sending me only to the FAQ page... Then I had to send a picture of an ID and Credit card... Then reply to another email saying I initiated the order.

Then I gave it a shot again after resetting my password, and then the order went through. It arrived fast, no problem with that, but a lot of my items were swapped for others, and I was not asked what I would have like to do in case of item out of stock. So I ended up with some lower quality items GMO, non organic stuff that I really don't want.

I kindly asked for the refund of one of them because I now have three bags of stuffs I don't want to use, and they just reply telling me that it is my problem and that they won't do anything! What a great service!

First time I ever try a service like that, and that will be the last!

Instacart is a piece of crap...wondering how they still exist to this day!

They are the most immoral company with the worst customer service ever! They simply accuse you of telling lie or being fraudulant for the order being totally missed because of being left at the entrance to a building with 1500 units! I know the shoppers are also very unsatisfied and abused too! The company just thinks about its profits and not of the customers nor the shoppers! This company must be banned!

Horrible experience, incompetent business, our account constantly gets auto-locked after getting unlocked manually, paying for Instacart+ yearly fee and couldn't use Instacart for nearly a year because of this. Happens repeatedly despite ordeting same items from same retailers, to same address, same name, same payment method, everything same as ever.

We have no such issues with any other business, including Amazon, Costco, Walmart, or any other business, big and small, local or international.

Loved Instacart for a lot of years, however recently I received 4 items of a 15 item order. They immediately refunded the cost of the items. I immediately requested a refund of the the service charge as well as the $15 tip, totally $22+. I was told I had to wait 4-5 days, then I was told it would be refunded in 24 hours. On my 3rd contact I was told it was too late. They had no record of my request, which was within a hour of delivery. When I asked for a pro-rated refund of my membership they said it was too late. When I asked for a supervisor I was told they didn't have any. This is a horrible company.

I loved it at first, even though it was very expensive. I had a few problems and customer service instantly fixed it. Then they sent me a promo code which didn't work and I was overcharged $40. I had to go back and forth with them and each time it was a different person who asked me for the same information every time! I finally said enough and asked them one final time to make it right and credit my account. Still have not heard back and I don't expect to. Wish I hadn't taken out an annual membership because now I'm stuck with them, but I certainly won't be renewing, and nor will I recommend them to anyone ever again!

on my COSTCO order they twice charge, reimbursed and cancel my order with no reason.

My bank got alerted, called me and had to go thru the process to clear my card for nothing.

My Instacart account is locked.

They don't advertise a customer support no.
When I manager to talk to somebody, he asked to send them a copy of my driver licence and Credit Card.

What is this a Nigerian Scam ?

How could COSCO be involve in such a scam ?

By the way, they say they send email to you. They never do.

They make so many mistakes charged 3 or my cards for shopping on the same order, I didn’t get why they charge three cards for same order? They are thieves and avoid so they want to blame the buyer because They keep screwing up ,locked my account and stole my money 3 times already being sent the wrong stuff on orders going to someone else’s home so many errors so I report it which you should do and they lock my account and stole my money very dishonest company!! Hire honest shoppers not thieves and Incompetent people!!

Poor customer support. You can't find the answer you're looking for. After multiple chat bot questions only then you will get the phone number for support. Once you get the live person to speak with, you don't get the answer you're looking for such as automatic renewal of service that you have not used for more than a year. And when you ask for a refund, you will have to speak with a supervisor because the person at the other end will keep repeating the same answer because its not the answer you are looking for. In the meantime, you are on hold for a long haul while waiting for an answer and waiting for a supervisor, or sending a screen shot of the email that you have sent to cancel the account! I have patience but waiting for 2 hours for an answer is too long for a simple refund that could have been done because there was no use of the service for over a year! Do I want to use them again... you guess it right...save your time. Use other deliveries!

My account was automatically locked for vague and dubious reasons. After sending in identification, it remained locked. I requested a refund for instacart+ which was ignored and now have to go through my bank.

I was successfully using this app for over a year with not many issues. In 2023 there were so many problems! The shopper's actions will cost you, and YOU will be accused! I had numerous grocery order mistakes; rotten food or missing items or dumping my stuff in the lobby where anyone can take things- luckily I was given refunds for most of these - initially - but if you continue to report shopper mistakes, your account will be locked from reporting any further issues PERMANENTLY (and the last time you are able to do this, they will not refund you for the missing items)...so you can still pay for groceries and have them stolen or unusable? Yeah right- hire better staff, and figure out a way to prevent shoppers from doing this. Membership cancelled immediately.

Instacart offers Orderup, whereby you can place a second order(within 30 minutes of the original order) and as long as it is over $10 there is no delivery fee. This never happens. The are still charging $8+ in the second order for delivery. I have made numerous calls, been on the phone for hours and been hung up on. They ask me to send them information their own program, such as articles on Google, websites and screenshots. This is really excessive to be asked to train customer service and waste so much time and money.

I had quite a few terrible orders in a row, 5 months ago, all shopper related, I complained, I was reimbursed but suddenly Instacart arbitrarily stuck my acct in review status, this blocks any pricing error reimbursements, credits for missing items or wrong items, and forces me to accept whatever service they provide. After numerous attempts to discuss my acct, via phone or chat, nothing was done, and the email contacts provided to me to discuss my account have all gone unanswered.

Reposting the email, the customer support made me write, because they couldn't understand from just 100 words:

Hello,
well, most of what could go wrong, went wrong

First, you should understand motives of your customers

For me it was not saving $$, not even saving time but most importantly was to get specific stuff I need from specific manufactures.

If you will look in my order, you will see, that at least half of the order was replaced.
Not necessary with things I like but mostly, I just needed groceries at this time

What went wrong, let me write it numerically

1. Half of the cart was missing and replaced with my agreement
2. The shopper was not sending options for replacement, rather he was proposing "to refund the item"
When he realized that half of the cart is missing, he proposed me to cancel the order and to reorder hence spend another 2 hours waiting

3. I was trying to communicate with the shopper
He was not attentive, neither really cared about me having good experience
That was the first time in my life that I cancelled the tip

I asked him to send me pics of available cheddar and I got 4 pics of cheese counter with all the cheeses but not the one I was looking for (of course, because those cheeses are located in a vertical standing fridge and not where mozzarella is)

The pics were blur and from very far
It took me a lot to just have any groceries

4. It took a lot of time to communicate with the shopper
It was disturbing me all the time from my work as every 5 min, I would get another message that something is not available
And the order included only 14 items

5. I added Nescafe instant coffee when the order got the shopper assigned via the app - never received the coffee, it is not even present in the receipt

6. I am pretty sure I have ordered 800g spaghetti and not 400g

7. I got different brand of cucumbers that I have ordered (I have ordered Sunset) and it is okay but I never got notified about this replacement

8. The cheddar cheese was repacked in some wrap instead of original package and the cheese itself smelled with the fridge
Don't know what has happened to this cheese but it is apparently the problem of the store itself

9. It took extremely wrong for 13 items to arrive
Ordered at 6 something but receiver at 10.30
After spending 30 mins chatting with the shopper, pretty much for items I could buy at 7/11

So the conclusion,
I haven't saved time
I haven't saved money, although, I removed the tips and the delivery was free ... was it, because 10% of service fee, who receive these money?
I haven't received products I needed and the coffee position was ignored altogether
I have paid for the cheese I wouldn't ever buy myself, as it was so obvious that it was repacked and its not the original quality

Yeah, pretty much everything was wrong
Including the customer service because thank you, for making me writing all this letter and spending another 10 mins

I should listen to the shopper which delivered me the order and use Cornershop the next time, he probably knows better from the within

I am cancelling my trial just now
And its unlikely I will get any meaningful resolution from you, so I would just use this text to post it as reviews

Charged a $33.60 bottling fee at time of order through Costco by Instacart. However when I reported this excess fee the Instacart Customer Support on more than one occasion they told me I wasn’t charged and that the final digital receipt would show an adjusted total. That never happened. I got no adjustment on my credit card nor an adjusted digital receipt. The staff won’t tell you what their screen states in regards to the customers order regarding dollar amounts. They refused to show me the final total of my order or what fees I was charged. Instacart is not being transparent with customers and staff are not willing to assist in a meaningful way. They give boilerplate responses and ignore customer input and refuse to answer questions. This is deceptive business practices in full force.

First off if 0 stars was an option that would be more accurate. I have been being charged for the premium version for MONTHS even after I contact customer support and they told me they canceled it. I took my payment information out of my account and they are still charging me. And THEN I deleted my account and I’m still being charged. This is absolutely absurd and I’m more than angry with this company. I will never use Instacart ever again.

Terrible company, overcharges - especially products that require weighing, they never adjust the weight. If it’s their mistake, they only do credits, never give refunds and very often don’t reply to your emails regarding queries and over charges. If I was able to give them 0 stars as rating, I would (because they don’t deserve even a 1 star rating).

Update: I finally received a $10 discount (for any store and with a September expiry date) but this was only after I went through much trouble and wasted much time. Instacart should have fixed the problem in my favour, at least, after I first complained as I was entitled to it.
Instacart originally offered a discount but did not give it. I have ordered from Instacart over 10 times. There was a $10 discount offered for Dollarama Plus by Instacart. The only limitation given was the expiry date, June 24th, which has not even come. The discount should have applied automatically to the order as discounts have applied to orders in the past. Instacart only informed me after I ordered that there was a limitation on the overall total numbers of the discount given and that limit had been reached. The limitation was not stated with the discount offer. I could have cancelled the order but I wanted the food and I had expected they would fix things as they had in the past. How wrong I was. I talked to someone on the Instacart's Senior Line and was told that plus I was sent a message of the same. I am a disabled senior who has been mostly housebound. I had sent Instacart about that in an email. They only offered free delivery which I had already gotten in this and other orders.