The supermarket prices on the Instacart page do NOT reflect what the store is actually charging them. I ended up paying $12 more for my items than actually reflected on the store receipt, and that doesn't include their delivery fee.
Review by Landini2 months ago
My first order was delivered on time with only one mistake. The receipt that was emailed to me was for one amount. When I checked my credit card statement there was an additional charge. I tried calling them, the wait time was anywhere from two to five hours. I had no choice but to file a dispute with my credit card company. I had a pending order for delivery on this past Saturday. Insta cart cancelled the order. I am a senior citizen with medical issues and was not able to get my food. A friend had to go food shopping for me and put himself in harm's way. I have been corresponding with Insta cart and they have not reinstated my account even though I removed the dispute.
Review by Tarquin2 months ago
With the Corona virus pandemic I decided to give Instacart a try. I filled my cart , paid and was told delivery would be in 5 hours. 5 hours stretched to 9 and then a notice that it wouldn't be happening today. Okay I understand, however why couldn't they have told me in the first place that delivery time slots are filled for the next 7 days?? I cancelled my order. Thanks for wasting my time.
Review by Sayyidilyas2 months ago
order arrived wrong bigger sizes were ordered smaller size items delivered, no price adjustment. BAD
Review by Elgert Matchett2 months ago
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 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 Prisecariu2 months ago
Guy that got assigned to deliver our items from Costco told us that our card is not working and if we try to give another card our current order will get cancelled. He further offered to pay from his side and asked us to give cash when he comes to deliver.We agreed to that and paid him $200 cash when he delivered. Later we were also charged on our card from Costco. It looks like there was never an issue with our card abd rhe guy cheated us.
Review by Evoline3 months ago
I used it for the first time . my order came 2 hours late. I was charged for items I did not receive and instacart is not responding to my messages.
Review by Fedhiya3 months ago
Impossible to talk on the phone to Instacart, always a 3+ hour wait and then the call disconnects! Similarly, online "chat" is equally unresponsive. Trying these communication modes because they double shipped the same order and therefore we paid twice!
The shoppers have all be great and most appreciated.
I get it! This is a company overwhelmed at the moment and equally unprepared.
Review by Bafford3 months ago
I used this service 5 times. The first 4 times went smooth. On the fifth time, my bill came up to $295.00. The driver was trying to check out of the store and was told that the instacart system was down. They already took my money but he said there was nothing he could do about proceeding with the delivery. So he had to leave the groceries there and they cancelled order. I understand that the system can go down but be aware of this. If you are using you last bit of money to get groceries and you are counting on them being delivered , there is a chance you won`t get them and your last bit of money will be held up until they decide to release it. Meantime little Johnny and Susie can`t get their mac and cheese because that was the last of the money. Still waiting for refund to bank 3 days.
Review by Emmadee3 months ago
Time and time again they don't seem to have several items for my order. I've done over 20 orders (pre-coronavirus). Many shoppers and drivers do not follow the directions I take the time to give. They substitute items even when you say do not replace item, refund if item is out of stock. I'm assuming it's due to their pay structure, but that's not my problem. I do not have money to waste on food I'm not going to eat. You'll find yourself having to make multiple orders from different stores just to get what you want (and I'm referring to basic brands). However, I will say that Instacart has good customer service. They promptly addressed any issues. Unfortunately, the shoppers and delivery drivers complain so much on line about customer tips instead of directing your anger to Instacart, or better yet, stop working for them. It really is a huge turn off. I think too many people enter this job thinking it's a golden ticket, but it's not. They want to be independent contractors, but don't want to be treated like one. You can't have it both ways. Going to try another delivery service.
Review by Pbman Benneth3 months ago
Most of the items I originally ordered had to be changed or they didn't have. Terrible experience at pickup. Was to to go the cashiers then once inside I was told to (through text) go back into my car in wait at the designated curbside pick up area. waited there for 20 mins. and no one came out so I left. I then get text that they're busy and I was to go back inside....Just an overall nightmare!
Review by Springtown3 months ago
I use instacart one time and it was okay the second time it was a nightmare which was today Super Bowl day of all times! I told him I do not want Frozen Kroger brand waffles they were delivered. I called the second time on the same order and added something was never put in and you can tell the guy didn't even start shopping yet Trico the instacart is a thing of the past with me. Total incompetence
Review by Capers Derrow3 months ago
Never filled my order and charged me full price!!!. I called their customer service and no one followed up on my complaint. How can you just not respond to a customer complaint???
Review by Verheiden3 months ago
No good deed goes unpunished! In the 1.5 weeks I've been shopping/delivering for Instacart, the issues have been unending. I decided to keep trying to help those who cannot do for themselves like the elderly & those who are ill, as well as those who are avoiding to shop for their family's own safety. While there may be some not-so-honest shoppers out there, that is not the case with every shopper; many of the issues are outside of our control. The issues are increasing for the shopper's side & here are just a number of things in my short experience: Batches we see may contain 1 to 3 customer(s) order(s) from a single store and most of the time are visible for mere seconds only. I have accepted a batch that consists of 3 customers orders and the following have happened on many occasions: I have waited in line outside of stores in the rain as they are controlling the # of shoppers at one time - if we have not selected "start shopping" then we are at risk of losing that accepted batch for not starting within a specified amount of time; if we select "start shopping" & waiting in line for a long period of time, it appears we take too long to shop & affects our time & rating; the app freezes/crashes; the app constantly loses connectivity during the shopping making the list of items unavailable for viewing in order to shop; the app at times may either not display the aisle or list the incorrect aisle to find items; the app scanner sometimes does not read the item(s) correctly, causing a forced entry that can be time consuming; often customers request new items they forgot to include in their order via the chat/message, which has gone missing at times if the app loses connection during shopping; often customers are not monitoring/approving/declining the pending replacement items the shopper suggested/added for out of stock items, which delays our shopping/delivery time; most of the time the "incorrect item the customer feels was done by a shopper not paying attention" is really a respective replacement item for an item not in stock; some customers get upset if certain or too many items they selected are out of stock (which is completely out of our control). One batch/shopping trip that should have taken an hour, ended up taking 4 hours due to app and customer issues, but I continued to complete it as I did not want those families to go without the food they ordered and were expecting. We get paid about $0.30 for each "unique item" (a little more for very heavy items like a 25lb of carrots or 35lb of dog food), not for every single item that is ordered (i.e. if you order 20 limes, we get paid for 1 lime) and when an item is out of stock and not replaceable, we are paid less/not paid for it although we are still driving, shopping, looking for good replacements and waiting for customers to respond, which holds us up, takes more of our time, delays deliveries and not to mention exposing ourselves longer to what another shopper or store employee may be carrying. There are times customers want to cancel their entire order out of frustration while we are in the process of checking out; just so you know, shoppers/deliverers cannot cancel a customer's order from the shopper's side of the app at any time. We can only cancel/release our acceptance of a batch prior to shopping. I had a rude customer demand to cancel because most of her items weren't available and she did not want suggested replacements (although she did not select that option during her order and after I already waited a long time for her to respond with her approval/decline. I explained I am not able to bypass or cancel orders, sent her a snapshot of instructions I found online to guide her through the process on the customer side and she was just nasty and refused to. Also, the app keeps customers in a particular order it assigned, it does not allow us to rearrange or bypass any orders in a batch or begin delivery for the next customer. Unfortunately these app/customer issues cause the batch/order to remain open until we can get a hold of customer service, which can only be reached via chat only (phone # disconnected) and it has taken upwards of being on hold on my app for 17 hours to get an agent while being #3,199 in queue (I promise I am not exaggerating by any means). So it appears as if I took 18+ hours to shop/deliver for that batch and customer service agent(s) state they cannot make any appropriate adjustments, even though it's an app issue and not truly reflective of my work/time. While experiencing these issues, shoppers cannot see any new available/pending batches to shop for or accept to help those in need waiting for their orders and we are not only losing our time, our gas, draining our phone battery, wasting our data, but also losing out on making money to feed ourselves and our family. In Addition, customers will pay a bartender or server 15-20% gratuity of their total cocktail/food bill to make them a drink or serve them food from a kitchen within mere feet of their table, but will leave no tip or only $2 tip for someone to drive their vehicle (using up gas) to get to a store that may be 10+ miles away from where they live, shop for them and communicate during that trip, wait in line, deal with inclement weather and carry their groceries to the door. That is quite unbalanced and inconsiderate. It may be because many are unaware, but I hope this sheds some light on the process and what we are going through trying to help everyone stay safe.
Review by Musawakhe4 months ago
Instacart is a rip off to there shoppers I did
Two stop and made $8 wow now this hurts so bad I went to a corporate office and had to park at the bottom go to the 14th floor deliver a cake did not get a tip then I went to another lady's house that I had to hit the expressway in Buckhead and she gave me one dollar tip and I made eight dollars for both of those trips like 20 minutes away from my home.$8 For Two trips To different shops.Instant cart care more about there customers than there shoppers.
Review by Malcy Baani4 months ago
I loved this service as I am handicapped. The shoppers are polite and do an excellent job of choosing great produce and meats in addition to my other items. But today a new shopper brought my order and it included the register receipt from the retailer. I have never received one before and wow was I surprised. My order was $32.00 over the actual register receipt. I emailed the help center and they said that tha retailer chooses items that will cost more with Instacart, it's called a "pricing platform". I called the manager at my store. He said there is no such thing. The prices are the same in or out of the store. So with the amount of the receipt, the delivery charge, tip, and service charge my bill was $125.01. I was charged $157.20. They dont want you to see the register receipt cause they don't want you to know how much you are being ripped off.
Review by Meshanda4 months ago
March 27, 2020 was the second messed up order delivery. Of 13 items, three were missing but CHARGED FOR, one replacement was made with an incorrect item, and the web site would NOT allow me to report the problem on the designated 'Report a problem' page. At the moment they have more than $18 of my money for nothing received. I reported the problem on the preceding order but they never responded (2 weeks ago). Amazon sometimes makes you wait a few days, but they DELIVER. Walmart charges a couple dollars more than Instacart, but they DELIVER.
Review by Collyathome Altschul4 months ago
I decided to give this a try and they failed on their first try!! They delivered to wrong house, did not tell me they delivered items so who knows how long items (including ice cream) were sitting at my neighbors house!!! Once they saw that most of what I ordered was not going to be available, they should have provided an option to postpone my order. I had not used them before so after the umpteenth text saying item was "refunded" from order, they need to have a guideline to say do you wish to continue? Why would I want to pay an average of $1.00 per item delivered? That's what it ended up being by the time my order got pared down to only six items!!! When my neighbor guessed it was for us and delivered it, the order had stuff we did not even order!!!! I have zero interest in using these people again. I only wish I had read the reviews first!!!
Review by ElVolKo4 months ago
Decided to try it out and tried to place an order Saturday night ... the website said it would be Friday before it was delivered. So I waited until Sunday morning and placed the order ... it would be delivered that evening between 6:30 and 7:30 pm. At 8 pm I got a text saying the delivery would now be 9 to 9:45 pm. At 9 pm I got a text saying it would be 10:45 pm before it was delivered. Then, lo and behold, the shopper was shopping! ... and then I was told the store was closed. The shopper said she would have them call me in the morning; I didn't get a call until 4:30 in the afternoon on Monday. I was on hold two hours and then disconnected. DON'T waste your time !!
Review by Toshiya4 months ago
Instacart "marks up" the grocery prices that you order, even though they are already charging a delivery fee and driver tip, and you are tipping the driver out of pocket when they deliver.
Instacart also can never find something your ordered and needs to 'replace' it, and will 'replace' items ordered even when you check 'do not replace'.
I don't see how they can legally change the prices of groceries you have ordered from grocery store website.
I would not reccommend Instacart to anyone because of these reasons.
Review by StyloCool4 months ago
Instacart Shoppers in general are not as professional as Shipt Shoppers. I can not understand why businesses use Instacart when Shipt give better customer service. My last two Instacart Deliveries have been deplorable, with one ruining my New Years Eve.
Review by KimmyLop7 months ago
This service used to be excellent. Now it is TERRIBLE. I have had several poor experiences from orders cancelled for no reason to missing an item. I took a break for a while and came back to see if they improved. They have not. Tonight, my order arrived 30 minutes before the earliest scheduled time I requested. So, I had to race home when I received the notification that they were on there way. Then, they only delivered half of my order. The driver was long gone by the time I realized it and customer service is impossible to get ahold of. They have no problem taking your money immediately but can't be bothered to handle problems in a timely manner.
Review by Pramukh7 months ago
Last week I decided to try IINSTACART ordering for pick up. First I used TOPS on their websight. I followed the instructions for checking things off. When I got to the end of this rather large order, the instructions for pick up were not really clear. (Things about transferring to my cell phone, etc.) I ordered Friday evening for Saturday pick up. Saturday I emailed them to tell them I was on my way.
When I got to TOPS, I parked in the wrong place. No one came out so I went in. No signs. I waited at the service desk only to be told "I don't know nothun about it". I went over to cashier #1 and waited to be acknowledged. Finally I spoke up and the cashier called over the Front End Manager who couldn't understand why my cell phone didn't have the app to tell them I was there. She would have to try and look it up. I went out to move my car. The Front End Manager came out, went to the pick up area, saw I wasn't there, threw her hands in the air stating "I don't have time for this" and stormed back into the store. I moved my car to the "right place" and went back into the store, at least to request a credit for the large amount charged to my credit card.
I was met by a gentleman from INSTACART, apparently dispatched to help me. He eventually retrieved my order on the computer and was able to finish it on the computer, which I had not done. He loaded my groceries into a basket and I ended up unloading into my car (all of which I was trying to avoid). He also told me that I had the wrong cell phone for the app.
Next I went to WEGMANS. I had placed an order with WEGMANS Saturday morning for pick up late morning. I pulled up to their well marked parking area and someone came out immediately, asked my name and said "I have your order right here." She loaded up the trunk with my order and then another person came out with the "hot" item I had ordered. Apparently they waited until I was actually there to pick up that "hot" item.
This took about 5 minutes to pull up, identify, get loaded, and leave.
IMPRESSION: As usual, TOPS can't hold a candle to WEGMANS, as far as customer service is concerned. TOPS can't or won't hire enough staff to adequately service their customers. I only shop at TOPS for their good deals. Expecting the Front End Manager to load and deliver INSTACART orders is useless. TOPS should not participate in the INSTACART program!
On the other hand, WEGMANS provides it's usual excellent customer service, apparently assigning staff to identify and load up customers when they arrive, not just handing it off to an employee who is already too busy.
BY the way, the shoppers in both stores did an EXCELLENT job in picking out my items. The TOPS shopper picked out very nice produce.
BOTTOM LINE: I can't wait to INSTACART shop at WEGMANS. I will avoid this at TOPS, going there only when I have the time and energy to walk through the store.
Review by Ndokiss Boerenbrink7 months ago
I have used Instacart quite a bit. Pretty much from being curious, to being lazy, wanting to stay in, drank a beer and forgot something,it was raining, not wanting to take three kids to the store, I think we can all relate
what I REALLY REALLY REALLY DONT LIKE, and it's coming more apparent on these last few orders, is THE PRICE!!!!
The price you pay is a HUGE difference from the store!
It's crazy because the price I pay will be adjusted if it comes out to be more in store (I.e $10 chicken verses $5 originally charged)
BUT ! !!!!! PRICES DONT DECREASE IF THE ACTUAL IN STORE IS LESSSSSS! (I.e $5 for guacamole in store and on sticker package that I receive, but I pay $7.99 for exact same product....no substitutes, same product same size.
The shoppers and delivery drivers are always great. And will reach out to me if changes..... instacart generally has a great customer service when it comes for credits when things do go wrong ( only reason why I continued to use them) however,
The prices I just can't get over, if I'm charged extra delivery fee (even though I pay for free delivery) that is fine, I'll pay for delivery when I just can't (or don't want to ) get to the store
But increasing product prices to gain profit, I can't get it .
Each individual store should be alarmed, because I really decrease the amount of products I buy knowing the difference.