I know it's a busy time, but what does it take to get an order correct? On 2 separate occasions (2 different stores) I was charged for items I did not get. In one case it was over $25, and it has been 5 days since I reported the problem. You pay a service fee, a tip, premium prices, and get a headache in return. What a deal?!?!?!
Review by CustomerLin DeJarnatt2 months ago
During this scary time of covid 19.It is important to send personable delivery drivers and this is not happening in Agoura hills.Has any one had this experience?
Review by Shaadee2 months ago
They substituted items that we did not want (Kellogg's All Bran for Wheaties), substituted more expensive items without our consent, left the groceries on the door step with no notice or receipt, and overcharged us by $40.00+. I have attempted to contact them three different times by email, and once on the phone, and after 45 minutes of waiting, I gave up. I have heard nothing from them whatsoever. Their customer service is non-existent and they are essentially thieves! I will NEVER do business with them again. I have taken this up with my credit card company.
Review by Manthíma2 months ago
The worst!! Five times we've attempted deliveries from Publix, with not one single item ever delivered. They just randomly change your delivery date at a whim, and do not notify you. Delayed one delivery by three weeks- the night before the originally promised date. They are a mess!!! Do NOT depend on them, ever. You will be sorely disappointed.
Review by Babykingkong2 months ago
If you use Instacart for the first time and you get a large order, they immediately put a hold on your account to deactivate it, charge your credit card, and then won't let you reset any passwords until you send your full picture ID and credit card pictures along. Nope. No thanks. Terrible customer service. Bye bye.
Review by Paul Wells2 months ago
A week ago I placed an order through Instacart via Wegmans at Midlothian, Virginia, and today the shopper ostensibly filled it and said she was on her way to deliver it to the motel address I provided her. I NEED the groceries during lock down for covid-19. Instacart then informed me that the order was canceled bc the shopper said the address is inaccessible. A flat out lie! I have photographs to show it is accessible. To add insult to injury, Instacart charged me $15 for an accessible delivery.When I tried to get in touch with Instacart, its chat system proved to be worthless -- I was number 1788 in the queue. Desperate for food, we had to Uber to Kroger to get groceries even though I am not supposed to be out in public. Then I discovered that Instacart was filling the order again even though it had indicated the reorder was unsuccessful, and now I cannot cancel it. Maddening. Wegmans was no help and wouldn't reply. Maybe they will reply to the police's fraud department when I report the scam. The shopper might not have even assembled an order for all I know.
Review by Shanwenda Calusaru2 months ago
It is by far the worst out there. It lures you to order whatever you want and then it rushes you in a half an hour period to constantly replace your orders and also puts orders on their website that for fact they know its not available and the shopper person cancels them immediately. The shopper also doesn't care at all, which is understandable based on the foundation of the business.
Review by Gerken2 months ago
Nothing is ordinary right now, but Instacart is responding with the corporate version of throwing their hands in the air and run screaming. The customer service phone number has a recording saying, basically, we don't take calls any longer. My chat is still waiting for a response 26 hours later. The website instructs to click on "Report a problem." I think they've removed that section of the website. My order from 4 days ago was just canceled because it had been too long and they would not be able to fill it. They did tell me I could reorder, and get back in at the end of the line, taking my chances that my order might get filled in the next five days.
Review by Kanokon Aljmi2 months ago
i checked my bank account for the debit before i tipped him $20 under the door, not having seen my groceries. i had already tipped online but wanted to be nice because delivery people are doing a hard job these days. so basically i paid $40 to have $55 worth of groceries delivered.
Review by Weenorah2 months ago
I had Instacart deliver from Costco and there were several items that were not available. I received my order with a receipt showing my total bill of $341 but was charged $504 by Instacart. I attempted to contact the number on their website and received a message stating they are not accepting calls. It was very difficult to find any additional contact information to report the problem. I finally found a way through my Costco login and order but Instacart's system doesn't allow you to type comments and all I received back was an email with a ticket number and no additional contact information. I am frustrated that I am being laid off from my job and was overcharged $163 and cannot make contact or receive a response. I am also concerned because their refund policy states that you need to contact Instacart immediately because they can only process refunds within 7 days.
Review by Manley2 months ago
My in-laws were eager to get needed supplies from Costco.com and found the option to use Instacart. Without doing research on the Instacart review site (this one) they elected to use the service.
The delivery driver (Edson) asked to see my mother-in-laws drivers license (which she assumed was to verify the correct order) but when he took a photo of both the front and back her concerns and red flags went up.
I've now been on-hold for over 60 mins to try and better understand if this taking photos of drivers licenses is standard practice or if the driver (Edson) is up to something else.
Has anyone else experienced this behavior? My wife and I have never used this service so again we are trying assess if the concern and red flag is real.
Review by Timtamthebird Jakomeit2 months ago
I placed the order on Wednesday for Friday in Northwest part of Washington, DC. On Friday, spent 45 minutes with the shopper approving replacements on the app. The shopper, Corine called my cell from a local number to inform me that she arrived to my building and was about to drop the groceries off in the lobby. I called the concierge who was in the lobby with a couple of the leasing office folks and asked them to accept the groceries. They told me groceries were never delivered and that they did not see any vehicles pulling in from of the main entrance. I immediately called Corine and texted her. Needless to say, she never answered. I informed Instacart via their app that the groceries were not delivered. I called the bank and disputed the transaction. I will file a theft report with the local police station. It was a pretty clever theft. It will be very easy for me to prove it as there are several cameras in front of the entrance door as well as the lobby. They will show that no groceries were dropped off. I will get my money back, but I am holding tears back as I am typing this as the groceries were for my elderly parent and she is very upset now and I have no back up plan on how to provide the groceries to an 83 y.o.
Review by Shintika2 months ago
I made an order from Costco on March 19th and had the grocery delivered to my daughter's NYC apartment. Kirkland paper towel was out of stock, without my approval, the shopper Mr. J replaced it with Kimberly Clark Dispenser Paper Towel with a price of $47.79 plus tax. However, the replacement was never delivered and received but the charge was on my credit. Of course when I called to clarify it, the wait time as 2 hours. Instead, I emailed my concern on March 19th. Now is April 10 and I still haven't received any response from Instacart. So I tried to call but of course with hundreds of people ahead of me. I chatted with them instead, but there're more than 2000 people ahead of me. I'm still waiting for my turn. With this is kind of customer service, I don't think I would ever shop with them again nor recommend anyone to use them.
Review by Camdaz2 months ago
This service is really bad. Three items were missing but I was charged for them, five items were just wrong. When I called to complain the recording said I was number 162 in line. Impossible. I was charged 135.71 on my debit card but the receipt left with my groceries was 97.34. This was two weeks ago and still no resolution. Stay away!
Review by Megawati2 months ago
I tried Instacart in the Chicagoland area and their shoppers not only decide on their own to substitute a product that is not available with whatever they want to buy when I clearly defined when placing the order what option I would like as a substitution. Also they never delivered the order to my house even though it shows as delivered. Good luck trying to get through to customer service. Terrible experience and shoppers that either are in-competitive or are thieves. I should have looked up their reviews here before using them. AVOID!!!!
Review by Meeraf2 months ago
For first time I ordered foods from Costco through Instacard. The shopper/driver was very nice. Unfortunately there was a wrong item delivered. It was a human error, no big deal. The biggest problem is so far, I don't get any response from Instacard, Phone line is not working!!!! Can't contact anyone!!!
Review by Ghormare2 months ago
I had two orders -
1 from Costco. They didn't deliver the item although charged in my order. I checked with Costco, the item is not even available in Costco for past few weeks. And no receipts from Costco.
Second one from Sprout. There are 7 items refunded in my order, but they deducted original price, tips and service charge.
Instacart just sucks!!!! There is no customer support. Nobody response in Chat/Phone.
They are taking advantage of this situation and stealing customer money.
I am seriously thinking to complain against them. Anybody knows what is the legal way?
Review by Almuthanna2 months ago
I never received my order, sent about 10 email I was advise that I would receive a response in 24 hours that was on the 4/10. As of today 4/14 I've received NO RESPONSE. i gave the girl who did not delivery my order a 1 star and advise them once again that I did not receive my order I got back NO CALL, NO EMAIL, I DID GET A BIG FAT NOTHING. But Instacert did charge my CC today and now I have to dispute it with the CC company. I guess their customer service dept does notor know how to read emails.
Review by Valdecia2 months ago
I placed an order from The Fresh Market which was handled by Instacart. Several items were not available. I received an email with my order receipt but before it left the store. When the order was delivered the receipt was $20 less because of substitutions and missing items. Instacart didn't charge me what was delivered. I was charged what I had ordered before the substitutions and missing items. I called The Fresh Market and was told to contact Instacart. When I called I was prompted with the wait was 2 hours! I tried the online chat and it was 'unavailable'. The report a problem also did not work. Don't use this service!!!!
Review by Cabermon2 months ago
Where do I begin?! DO NOT USE INSTACART!
I 100 PERCENT retract my amazing review of insta cart delivery!!!
We placed our second order Wednesday and then we later placed $44 in add ons to that order, no issue.
We had our groceries delivered today no problem! 30 min later another delivery driver dropped off our original order without the "adds ons." I told him we already received our order. He told me to just keep them and figure it out.
So I looked on our credit card transactions and we were charged for both orders when we only placed the order once. AND then there was a random $160 charge on there for nothing!!
I called price chopper they told me they had nothing to do with it that we had to contact Insta Cart.
I called them and was on hold for 3 HOURS and 18 min! I finally got to talk to someone and he basically told me after arguing with him that I placed the order twice (which I didn't obviously) he told me there was 1 min between the orders. Obviously, I didn't have time to go back and reorder everything and send it again in 1 min, and I don't need double milk, bananas, cheese etc... he put me on hold came back to tell me he couldn't refund it, and asked if I received the groceries? I said yes, but I don't want them! I'll gladly return them!!
I informed him I'm not paying $110 for a double order I didn't order, that's not my fault, and a glitch on your end!
He put me on hold again, because he said "this is a difference of opinion, and he didn't know what to do" then 15 min later on hold I was hung up on and then sent a text from a number I am unable to respond to that says "we have given you a refund as a one time courtesy. It will be credited to your account within 3-5 days." didn't tell me what was being refunded! Was it the $110 double charge, was it the $160 random charge!! He could of easily came back on the line and told me that, but no he was tired of dealing with me!! And he hung up!!
So I get on the website to send an email about how unacceptable this was and when you go to "report a problem" it takes you back to the top of the page same with the email link. So I've ended up finding an email and emailing them!
So use them at your own risk! Our first order was great, but this is becoming a headache and I'd rather of risked getting the corona virus and going to the store then having to deal with this $270 issue!! I've wasted over 4 hours on the phone today dealing with this and it still isn't resolved!!!
Review by Bafford Hiyas2 months ago
Very bad company to work for... deactivated my account due to allegations that I nevery delivered orders!! Bull crap... I am a honest person. Past couple of weeks were told to leave the groceries o. The front porches . During the corona virus hmmmm people could have stole them but never me !!!
Review by Lynnzi Firster2 months ago
The shopper did not followed the instructions regarding the replacement items and ended up saying that gave my order to the wrong person and asked me to claim the company for refund. To report the issue I am over the phone for more than 4 hrs and still nobody pick up the phone
Review by Nandini2 months ago
Took my money on the flex delivery then three days later cancelled at 8pm on Easter Saturday, screwing my family for Easter Sunday. Scam, no way to complain, phone lines dont work and noone emails back. Avoid dont use put them out of business!!
Review by Chemene Derrow2 months ago
This is a major Scam, getting people to shop stores through the instacart website and not delivering their orders. There is no way to contact Instacart - No phone or email address and no "contact us" on their website.
Review by Lenh Mustafah2 months ago
Never ordering from them again. Did not receive 14 of 24 items in my order!! Yet, they still charged $15 for delivery and $6 for tip. Still waiting to see if the credit card gets adjusted for my order, because they charged me $100 extra in order to allow for adjustments!! Never heard of such a thing. If they cannot deliver your order they should give you the option of a refund! Seriously...even in the middle of this pandemic...DO NOT USE THEM!