Instacart: Grocery delivery App Negative ReviewsMaplebear Inc

Instacart: Grocery Delivery Negative Reviews

4.81322 star

Total 86 Negative Reviews

Instacart: Grocery delivery App Complaints & User Negative Comments 2023

Instacart: Grocery delivery app received 86 complaints, negative comments and reviews by users. Have you ever had a bad experience using Instacart: Grocery delivery? Can you share your negative thoughts about instacart: grocery delivery?

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Instacart: Grocery delivery for Negative User Reviews

Scam absolute scam !!please read!!Continuous amounts of terrible orders that needed refunds. Instead of giving a refund they turn it to credit instead which added up to almost $100 for me when I clearly stated I wanted a refund. Customer service said they’ll change it to a full refund (typical 3-7 days to refund), next day when I checked my refund it was only $45 dollars refunded!!! This app is taking advantage of this pandemic to scam us and our needs of convenience!! Also their available products in the apps sucks now. Like Walmart’s only have plastic spoons and granola bars for breakfast items now?? Can’t even request items and search results are basically zero. Might as well just not get the app and do things yourself. Garbage app.Version: 7.47.0

Terrible experienceMy order was cancelled and my credit card was charged..Version: 7.21.0

Hidden fees.I got the receipt from the store total $162.78 and the item subtotal on my 25 item order was $189.90... that’s a difference of $27.12 that’s more then $1.00 per item mark up... THEN I STILL TIPPED(5%=$9.50)delivery fee$3.99 AND HAD THE SERVICE FEE $9.50 AND then the taxes $1.32 and some SERVICE GST $.68 BRINGING MY TOTAL TO $214.89 on an order that was a total of $162.78 so I don’t mind the tip and the charge for usage I’m MAD about the hidden fees of $27.12 INSANE!.Version: 7.57.0

Absolute garbageAfter trying 2 times to order groceries for delivery using my own and my husbands email both transactions were cancelled immediately and locked out of our profiles. Don’t waste your time with this. After spending the time to add all my items to my cart twice and then having it fail, it’s not a one off. The app and online Instacart are both garbage. Huge inconvenience. It also says it’s only 3.99 for delivery but when you actually go through all the steps there’s an additional ‘service fee’ of $6 and then tip for the driver on top of that. All and all waste of time..Version: 7.17.0

Terrible serviceOrdered yesterday at noon for delivery at 6-7pm. Nothing showed up and no contact at all. Call volumes 1 hour wait and still no groceries. Yet they charged my credit card. Fuming mad..Version: 7.19.0

Scam!Massively inflated base prices and then an extra charge for delivery! Just go to the store’s website to compare how much they’re gouging you. What a joke. We’re not idiots..Version: 6.13.0

Poorly responsive customer serviceWe were charged 100 dollars for the subscription service without explicitly being informed of this in our initial order. I attempted to call weekly for nearly two months before we could get through to the call centre, only to be informed that the membership fee could only be refunded on a prorated basis. The service itself was reasonably easy to use and the actual reps were pleasant and professional when we could reach them, however it would be nice if the buyers were paid a reasonable wage. Overall the membership fee signup seems like a blatant ripoff and appears as if they are hoping customers won’t be bothered to call in and deal with multiple excruciating wait times. There are many national and local alternatives to this service, and I would recommend that this company firmly revisit their business practices if they hope to maintain a loyal following..Version: 6.19.0

Costco Instacart thumbs downSo I ordered through Costco’s! I had no clue it was Instacart ! I received zero receipt can’t cancel order it keeps ordering my order over and over again! Costco can’t stop it I can’t stop it the lady never closed my order so it keep circulating in there system! I had to cancel my credit card so they can’t check out. I also can’t get ahold of Instacart they have text messages and you wait hours I’m not kidding!! No help there workers want to fill it get paid I don’t blame them they don’t know how to stop or close the order. So I was stuck with reoccurring text 4 people trying to fill it . I said don’t need it I got it yesterday! I have to fight with there workers ever few mins. So I took my credit card off and called my credit card company for a new card because no one would stop the order. All I can say is done with instacart with Costco. The target lady did it right but I down loaded the app for that one tip of the week just stay away they have lots of issues and they closed there phone number due to the issues coming in all you can do is text with zero help. So if this order comes today it will melt because I refuse to take it! Then I have dispute the charges with my credit card!!!! I could scream and I did with the guy at Costco because he felt sorry for me and knew I was frustrated and told me to just scream it out I did cause I can’t!! Terrible Instacart you should be ashamed zero customer service!!.Version: 7.22.1

Customer service is poorTook 3 hours to learn that “we’ll fix your account as soon as we can” actually means “maybe up to a couple days.” Obviously haven’t trained properly if they are unaware of the importance of establishing expectations. I’m done with Instacart..Version: 7.18.0

Dishonest business practicesIt turns out that every item I purchased (from Publix through instacart) was marked up, for a total increase of over 13% on my total paid from what it would have cost me in the store. When I called instacart to find out why, it was pointed out to me that on the instacart site, under the Publix logo, was a link to the Pricing Policy, where it was stated that the instacart prices may differ from the prices in the local store. Not only was the link to the pricing policy in the smallest font on the page (and therefore I didn't notice it); but also the statement that "prices may differ" seems purposefully evasive. I prefer to work with a company that is up front, honest, and ethical about their business model. Had they very noticeably proclaimed the pricing policy I would respect them more, and would have been able to make an informed decision about whether to use the service (for example, as soon as I visit the website or app, have an obvious link that says something like "a service fee will be added to each item purchased and will range from 10-15%"). The way it is hidden under obscure language feels like I am being purposefully taken advantage of. Had I known up front that I might pay 13% more to use the service, I would have had the opportunity to decide if the convenience was worth the $13. Chances are, most people like me would choose to pay that. However, since I feel lied to, I will NOT be using instacart again..Version: 6.1.2

Pay Attention to Unknown ChargedI have been using Instacart for about awhile now and I have recently noticed at first what I thought was a glitch in the system. I would pay for an order and would notice an additional charge. For example I’ll buy a gift card as to not always use my card. My total came up to $38 then used my entire $40 gift card balance along with charging an extra additional $10 off my card. I looked at the receipt an couldn’t understand the additional charge. It can’t be a service fee because the service fee is already 2 and it shows you beforehand. I ended up placing an order that my reciept shows including delivery, tax, tip and service fee it was about $26 in total but my card was charged an additional $9. If you look at the bottom of the screen it states that want you press the submit order button you agree to pay that order total along with an additional charge to your card. It does not explain what this charge is for or why. So in total your paying for your groceries that are over priced than in store (check your receipts) , delivery fee (unless you have a subscription), taxes, service fee along with tipping and a mysterious additional charge you are spending a lot of money. I would say Instacart is a good app if you want a few items and you don’t feel like going to the store or mind the extra charge..Version: 7.100.0

The worst customer service ever!I made an order from Walmart and the delivery option it showed to me was the next morning. Next morning I received an update that my order will be arriving till 2:30. Later I received a message with apology and updated time was 4:30. Later I saw my time changed to 5:30, I wrote in a chat to a representative, few times he assured me that I’ll be receiving my delivery before 5:30. 30 minutes after the time changed to 6pm. Then to 6:30. I started a new chat asking what’s happening. Because if I knew it would take the whole day, I would be never ordering that. The other one assured me that till 7pm (!) I’ll be receiving it. During the chat the time already has changed to 7:45, while he was telling me about 7:15. I asked for them to make sure and to check when the shopper will be assigned to my order, they were repeating the same sentences telling we are apologizing and giving me $5 credit, when I already saw that the delivery time changed to 9pm I asked the supervisor to call me back, I was assured that there will be a supervisor calling me in 30 min. Should I say that no one called? I spent hours on all those conversations and they were giving me $10 credit for future purchases??? Why should I do future purchases if I can’t receive this purchase? At the end I just had to cancel the order and go to buy all I needed by myself. Will never use this service again and also will not be suggesting to anyone to use it!.Version: 7.105.1

Crooks!!!!! Stay awayMy last order of 100$ + was never delivered. It showed it was but I never received a single item and I have tried to get a hold of customer service through chat email and calling and have had no response for over 72hours. How is this legal they basically stole $100+ dollars from me..Version: 7.19.0

Free Delivery isn’t what it’s chalked up to beLooked at using the app but quickly noticed that products were marked up 7 to 15 percent from what they are in store. Basically delivery is baked in the prices..Version: 6.20.0

Not worth the troubleScrewed up my order twice. Then substituted with something no where near what I wanted. Worst of all, paid for two (5) multipack of noodles and got two singles. Paid price for 10 but got 2. What a scam..Version: 6.1.1

Almost perfectThis is such a great concept. I love that it gives you all the nearby supermarkets that work with Instacart so it’s easy to compare prices. I will not give it 5 starts due to 2 things. 1. Once you’ve placed your order, you have a few minutes to add any items you forgot, as long as you do it before the person begins shopping, the problem is, there is some kind of glitch with the app because 8/10 times it will not let me add anything; I’ve only successfully been able to do it maybe once, but most times, it just wont give me the option, even if the person hasn’t started shopping. 2. There is an extra $20 that is added to your overall total in case there needs to be a replacement for a more expensive item or in case you add something else in general, if none of your items were substituted or if you didnt add any items, your bank account will reflect the actual total that was given to you at checkout. My only pet peeve about this is, they tell you about the extra $20 in super tiny letters at the very bottom of the page, it just looks like general policy writing so imagine the surprise when you sign into your bank account and see an extra $20 dollars than the one you saw at checkout. I didnt catch this at all at first so be aware, whatever your balance is, add $20; but dont let this scare you, you will most likely not need those $20 so it will be back in your bank within a few days.Version: 6.20.0

Never againI don’t understand how when you go to a grocery store the night before and they have various items that you need but you don’t have time to grab them because you’re a sick kid in the car so you decide to call Instacart. But then they cannot find any Ramen noodles in the whole store even though there is a whole aisle dedicated to that. Every time I order from Instacart I think it’s going to be different. The shoppers don’t even try and then when you say I’m gonna chip you $10 because my order was $50 they get mad when you change it to two dollars because there’s literally only actually two items that they shopped for in a bag on my step. If they actually did their job and shopped for the stuff that you want and then I would not have a problem in the world and I understand things become unavailable. So before I wrote this review I called giant and ask them about said items and they wait and walked in the aisle and said yes we actually have about 50 units of the one item had about 30 units of another item and quite a few other items they actually did have in stock but they didn’t bother to actually shop for them. And then the worst part is is when you try the trial free delivery and then you cancel it a day before the end of the trial period. But then two weeks later you look on your bank account and they charged $100 for an Insta cart membership I think we should definitely boycott Instacart people have no work ethic anymore!!!!!!.Version: 7.114.2

ScamSupposed to charge me 27 charged me 50 instead.Version: 7.18.0

Very bad serviceA lot of my ‘fresh’ produce was soft or rotten. Terrible. Never again trust them..Version: 7.47.0

Diabolical payment structureThey use customer tips to subsidize their own labour costs. Deliverers don’t get their tips, instead they are used to fulfill the minimum amount per delivery cost. It’s absolutely unethical and I’m not even sure how the upper management was ok with cheating the people who pretty much are the cornerstone of their business model. Very disappointed with these practices..Version: 6.21.0

Hidden feesI was planning to switch from Saveon delivery $4.99 each week to Instacart as it advertises only a yearly subscription which was about half the cost of saveon’s delivery fee. However, during the trial, I find out about the driver “tip” which is not allowed at saveon and the “service fees” which added to the subscription mean this will cost more on a weekly basis. Back to save on we go!.Version: 7.17.0

ScamAdvertised free delivery then added $30 to the bill calling it a “service fee”. Driver couldn’t find the address so cancelled the order after txting me to say it was enroute. Stupid company do not use..Version: 7.31.1

Shamefully screwed up app considering how important it isHome delivery is an important service during the current crisis. Unfortunately, the app is not attuned to the current situation. It is very difficult to navigate and find different orders for different stores and dates to adjust them. Even worse, the website works completely differently. Some features work only in the app, while others work only on the website. I need both open at the same time to successfully complete every order. Also, shoppers have the ability to change your order and charge you for whatever they decide to bring you. Instacart erases your original record so you cannot prove you are right. This has happened often enough that I now take screenshots of everything. When I had a problem, I contacted Instacart customer service. Because there was definitely a bug in the software, I asked to escalate to tech support or software development. The response was that there was no such department at Instacart. So that explained a lot of what I was experiencing. Instacart uses completely outsourced software with the result that there is no connection whatsoever between user experience and software development. Company leadership is leaving the door wide open to a more tech savvy company to rip this huge market opportunity away from Instacart. Meanwhile, we are stuck with this very poorly designed app..Version: 7.26.0

Great app but BAD SHOPPERSThe app itself runs well. And in theory the idea is a great one. But unfortunately almost every single one of my shopping experiences through Instacart has been a bad one. Maybe it's just something about my area, but frankly the shoppers are awful. They are constantly purchasing the wrong items, running extremely late and making mistakes. And perhaps some may not appreciate this, but another issue is shoppers who are smokers- my groceries arrive drenched in the smell of cigarette smoke and even sometimes leaves a subtle cigarette flavor on certain items. No judgement whatsoever, truly, it is just very unpleasant to someone who does not smoke. I have only had one or two shoppers that really did a good job. **I wish Instacart would invent some way to favorite or request specific individual shoppers.** Especially because even when a shopper does a bad job, I feel pressured to still tip and rate them well because they may be the same person who accepts my order the next time and could, I dunno, spit in my salad or whatever. After thinking about it, is it really even safe? All these strangers coming to our homes? I dunno, I think more vetting needs to take place and some kind of choices need to be given to the consumer as far as WHO they want shipping for their produce and what not. Instacart is good, but it could be great with some tweaks and improvements. Until then, I do not intend to renew my membership..Version: 7.9.0

Major business model flawI’ve used this a few times with no major problems. However, my last 2 attempts were horrible and I won’t be using Instacart again. They have a major flaw in their business model that allows the shopper to abandon your cart if they don’t like how the tip is stacking up. There are always items on my list that aren’t available in the store. This can lead the shopper to believe the tip will decrease if they can’t find all the items. I get that a nice tip is always a good way to get the shopper interested in shopping for you. But this doesn’t protect the buyer at all. If I give a flat rate tip up front, what guarantee do I have that the shopper will take the time to shop for me (this has happened btw. A shopper bought 10 things on a list of 35 things and said everything else was out of stock even though I approve substitutions ahead of time). If I give a percentage up front, the shopper can still abandon my cart if items are out of stock, therefore decreasing the total tip. Then I am out of luck... it screws me AND the store because not only do they have to return everything to the selves, perishable stuff may go bad before they realize the cart doesn’t belong to anyone. Then, I can’t even review the shopper because the transaction never technically closed. You’re better off hiring someone off Dumpling or doing curbside pickup if you can’t shop yourself..Version: 7.56.4

It’s OK...sometimesIf for some reason, you are unable to do your own shopping, this is an acceptable alternative. But the experience varies so much based on which shopper is randomly assigned. When an item is sold out, sone people have no common sense as to how to replace it. I’m a vegetarian, and Tokfurky Italian Vegan Sausages are often out of stock, and more than one shopper has tried to replace it with pork. And shoppers have sometimes shown up as much as an hour earlier than your scheduled time! What if someone is not home, or showering, etc? Being too early is just as bad as being too late. And when there is a 1 hour delivery window, it shouldn’t be an issue at all. Also, you basically have to be available to approve/reject changes and live chat with shoppers in order to get what you want. So this options doesn’t work if you are actually busy and not, say, homesick. The general UX is bad too. When something is out of stock, you’re only allowed to choose from 2 possible replacements that often don’t make sense. I basically use this when I am home sick, or in the middle of a project but still can check my phone often. If you can’t be right next to your phone during every order, avoid this app. I’m just using it until something better comes along. I like that I can shop at my local store, where I know the general stock and pricing. That’s the only thing that makes this better than Peapod or Fresh Direct..Version: 6.3.1

OverchargeI bought $190 in groceries. My card was charged $270. I signed up for the express. Should have gotten $10.00 back as promised. But instead another $11.00 went on my card. $20 for tip, fair and worth paying. But where did the rest go?.Version: 7.21.0

NOT WORTH ITUgh where to start... first of all, hidden fees. You think you are paying $3.99 for the service and it ends up coming out closer to $25 between service, delivery and tip. Once the shopper got to the store, I started noticing a bunch of items being “refunded” (things like avocado, green onion, etc; all basic items) which pretty much defeated the point of the service since I just needed to go grocery shopping myself for the missing items. SAVE YOUR MONEY, HEADACHE AND TIME!! Don’t use!!.Version: 6.21.0

ScamYou are never actually refunded when something need to be replaced, their customer service is terrible they have no idea what they are doing, claim that they process the refund but my bank has never once gotten one!!! This is seven months later they still cant give me a confirmation number for a refund but are trying to scam you into using a system that doesn't work. dont download in no way is this actually worth having your accounts compromised.Version: 6.19.1

MisleadingSo, in theory this is convenient, but certainly not in practice. There aren’t opportunities to use your promo codes/coupons at the designated stores you choose and on top of that they mark up EVERYTHING! I thought i was going crazy until one day I compared the prices listed on the website (I tried this with multiple stores, Meijer, Fresh Thyme, PetCo, and more) and every single item was more expensive on instacart, sometimes TWICE as much! I think it’s disgusting they capitalize on the inability of those to actually go to the store themselves, but, that’s capitalism. I think the worst part is the blase attitude all shoppers take. I would plan a meal around my instacart order and most of my essential items would not make it in, or they would substitute it with something completely different, even after I specifically choose a replace or the option to not have it replaced. I one time had to go back to the exact store once my partner came home (we went down to one car to save for an electric because:carbon footprint) and got the item i needed the shopper said that they were “out” of. I am not going to sit here and rate the shopper poorly or not tip them, they did after complete the service and this is just not the time considering the world standings, but i wish the company itself did more when it came to training the employees and price checking. I subscribed to the yearly $99 free shipping and wish i had not. DON’T WASTE YOUR TIME AND MONEY.Version: 7.50.0

Always an issueOkay so I started Instacart before the Pandemic started and was over joyed with the amount of money I was making in a short amount of time. I liked it more than DoorDash. That was within the first few weeks of being a shopper. After I would have a whole bunch of issues and glitches making my orders take longer and more difficult to do. The year 2020 I had an order that was roughly $500 the app glitched and erased my profile just as I was on the way to deliver the items and it took the Customer service hours to even do anything that could help. There was an order before that where the app glitched and I was sitting at the customers house for hours waiting for a resolve. Fast forward 2021 I use the app under my moms information and didn’t have a single problem with the app except for bad connection here or there. I try to reapply (because the app glitched and deleted my account) under my own information again and was already having issues like it wouldn’t let me update my phone information. I tried to get a rep and they seemed helpful but then I couldn’t get to the chat to answer any questions. I finally get to the chat and had to start a whole new chat with different people who weren’t even able to help. It’s all been a headache and very disappointing. It seems they’re doing all these updates but not fixing anything that actually matters..Version: 7.102.1

Truth about instaEvery single time I use this app, I get so frustrated. Apparently nobody is updating the app where I’m from because it does not fail EVERY TIME I order from insta, they’re “out of stock” or have to refund half my order, when if I drive down my street less than a few miles away, I FIND EVERY ITEM I ASKED FOR. I believe half the “shoppers” refund items because they are too lazy to find all the items. I believe the store and the app don’t communicate and update their list of items. Don’t count on finding any deals or clearance. Don’t count on half the items you order coming to your doorstep. I hate this app. I really do. But what can I do when I am stuck home with COVID and cannot get out to go shopping? Lastly, what is the deal with the payment options? Why is it that every time I order something, it charges THE WRONG CARD? Seriously? I make sure I choose the right payment method and again, it does not fail I receive a notification that a different payment method was selected and charged. What are you insta people doing? Do you even use your app? How are you going to ask people to pay an annual membership when you inflate the grocery store cost, refund half the items, and have outdated grocery items? I called costumer service and sat waiting to talk to a supervisor for FAR TOO LONG. I expect a full membership refund and I will absolutely tell everyone how horrible this service is..Version: 7.86.0

Not worth the troubleTried for several HOURS to get my order to work. Company doesn’t accept Canadian payment methods. IT support is useless and told me to google the answers. Couldn’t get my order placed. I’ll never use this app or service and will tell everyone I know to avoid it. Awful experience..Version: 6.20.1

Not happy. Supposed to get free delivery!Will follow-up..Version: 7.48.0

Order cancelled by shopper on deliveryExtremely disappointed. I used the app to place a delivery to our hotel while on vacation. First of all the app is very frustrating to use to place an order because nothing is easy to find or navigate the store departments. There are so many things that target sells that don't fall under any category in the app and they can't be found on the app. So I put in a special request for the item, being as detailed and specific as possible but they can't figure it out. Not even the worst part. I put instructions to leave our order at the front desk and gave my name and room number. I got a text notification that they couldn't contact me and asking if I could meet them outside. I replied please leave the order at the front desk and by the time I got the app open and order pulled up they had canceled it. Nothing I could do now. (This was only 3 minutes after sending me text notification asking my to meet them outside, which is not even enough time to walk downstairs from my room!) what's worse is there's no way for me to contact them through the app to complain. Which is why I'm here. Even when I follow the prompts about contacting them about a recent order I select the order in question and then it just pulls up that order and has no where to leave a comment or contact them at all. Worst app ever. Gonna try click list and never will use Instacart again. Wish I could give zero stars! Don't waste your time like I did!!!.Version: 7.56.3

(My poor Instacarter)I have use the app multiple times and had had many many many reasons to delete it and reasons to never put my information on this app ever again I advise is because the prices are over shot and the service is out of hand. I had tried to order a big order and my Instacart person had took in my order, natile Milan they had still charge me for it, then I charge me extra for weather conditions, extra Fee for service charge, tell a year after I have yet to hear from the incident, Support did not support anything, and work that one of the stores they had delivered from they had said my order was purchased and I will not be able to get any refund from them either, I had also purchased a $300 gift card as a present and a gift it had never been received, They told me to order it again I felt insulted, I use all my information and my Insta Carter contacted me for any notice from Support, and I had to change my number three times because of it. These were just some of my 50 orders that I have please using this app and forgiving the times that are it has wronged me but it still happens and I’ve learned to just not use the app no more. I had also had many encounters with discriminatory situations dealing with random Instacart people coming to my place of business and really acting in a way that I cannot even describe many on drugs or many just really in responsible. Lost customers because of a permanently. Never having them in my location again.Version: 7.115.0

Canadian passport not a valid IDTheir policy doesn’t consider passport to be a valid ID. I checked the laws to verify that this is indeed a totally made up policy. Tried to speak to customer service and my shopper was threatened to have his account blocked. Seriously terrible on both fronts..Version: 7.47.0

Great idea, bad implementationMost of the items are unavailable, and I had to constantly keep an eye on the messages to approve swipes or request refunds. Very poor customer experience. Please let me know when you are ready, I’ll re try using it. I am not going to use it for many months for sure..Version: 6.2

ScamThey’ll secretly charge you extra fees. I ended up more than double paying for my groceries and almost didn’t notice. Support takes forever to get in contact with. They ended up refusing to give me money. Would not recommend.Version: 7.19.0

Christmas Eve DisasterAs I write this message it's Christmas Eve. Today was my first time ever using Instacart. It's a popularly used app with the admins at my job so I decided to try it out. I ordered at Noon for a 5:00pm delivery. The app notified me around 4:00 pm or so that my items were being collected at the store. I began to clean cause family and friends are coming tomorrow. I take a break around 5 to see what's going on with my delivery and it stated the delivery was going to be delayed. I messaged my shopper to see if he had still been in the store. No reply. Ok right🤷🏾‍♂️ no big deal. I go back to cleaning. 5:30 another break, now I have a new time 5:45. Still cool whatever. My guys shows up promptly at 5:45 with my items. Some things are missing. So turns out my local Safeway had a power outage, and my shopper had to go to another store. Here's my problem, if something happens like a power outage, it might be good for someone to notify you... Turns out also my driver did return my chat. I never got a notification. My notifications for this app are ON. On the latest version OS. So kind of steaming wondering 1. When my refund for the items that couldn't be delivered will come and 2. How I'm going to find the remaining items I need on Christmas day. This was a really bad first experience/impression. Additionally I should add... The drivers GPS would not show on the apps live map. So maybe something should be checked out here..Version: 6.19.2

More expensive but good in emergenciesI appreciate the service in emergencies or when I’m extremely busy but it is definitely much more expensive than just going myself to the store. Especially when tipping the delivery people. It’s not affordable for me currently and I can’t find the worth in buying a membership when I should just go to the store myself, compare item prices, use coupons, and save money. When I do use it, I currently use stores that are labeled with “in store prices” because some items are raised in price. I also wish we could have the receipts so I could verify the in store prices and also scan them into Fetch 😜 I have had great shoppers in the past. It seems there is a new policy where if they need to make a replacement they only offer photos of the same brand. That has been annoying because I’m not buying for the brand usually. I’m buying for the product. Example would be white bread or sharp cheese. If the brand was out the shoppers send photos of wheat/rye bread and Monterey Jack cheese. It happens with all the drivers so it must be something they are told to do. Instacart definitely saved me when I was sick for 2 months with COVID in NYC and live alone. I couldn’t leave and was too weak to do so even if I could. Very grateful to all the amazing shoppers..Version: 7.98.1

GarbageTrash service. Prices are always incorrect and you end up paying more (sometimes much more) per item. Have ordered with them multiple times and have never had a good experience, so I am terminating my account. If something is wrong, don’t count on customer service, either they have bots emailing you back or the people there are just really dumb. Don’t waste your time and money..Version: 6.20.1

Terrible costumer supportSlow reposes and unproductive.Version: 7.31.1

App is okay but horrible customer service if something goes wrongThe app works well for the most part. Unfortunately, there’s no way to cancel an order if the shopper just stops shopping and abandons your order. It’s also hard to get ahold of customer service through the app when issues arise. The way to get to the chat with your shopper is harder than it should be and whenever you open a new ‘window’ in the app, they just stack up and you have to delete a lot of them in order to get back to the main page. Would not recommend unless you’re desperate and have lots of time to deal with getting jerked around by inept customer service agents..Version: 7.19.0

TOTAL SCAM DON’T DO IT!My order summed up 150.33 CAD on the app. The receipt from Super Store says 127.96 CAD. Meaning, your app asked for extra 22.37 CAD. I called you on Sunday to explain the situation and the answer was, "give us at least 24 hours". Just received an email saying the subtotal is the one on the app, and the receipt is not valid. That's not everything: Half of the products I ordered were not available and the delivery arrived 5 hours later. IT’S A SCAM!.Version: 6.20.1

Took money out of my accountI was just looking into an app while all the madness is happening tried to use it once it didn’t work and now they’ve taken money out of my account unauthorized....I love how this app has essentially taken advantage of people in a crappy time and hope they will refund the money they took without my knowledge. It’s really not a time to be ripping people off money that is essential to people with little to nothing 😞 have emailed twice no response thank you for taking food out of my family’s mouth by taking money out of my account in a time where families are struggling and losing their jobs real class act company!!!! I’m waiting for you to return my money like any ethical company would 😞.Version: 7.21.0

Charges you without your consentI enrolled in the 14-day Instacart Express trial, and cancelled the trial well before the end of my two week period. But guess what? They still charged me for the annual subscription. Cherry on top is that my account shows very clearly that I am NOT an Instacart Express member since I cancelled the free trial but I’ve still been charged. Absolutely ridiculous..Version: 7.19.0

DONT USEI used this app to get myself pain reliever and personal items the total was $15 and was charged $35 and when my postal code SUDDENLY CHANGED (yes, I did double check my address before confirming) I waited for more then 4 HOURS to even receive call back from a customer service rep, my money wasn’t refunded completely a scam.Version: 7.19.0

Needs more environment awarenessI like the shopping convenience - no objection there. There’s the occasional wrong item being bought (just due to overloooking) which is understandable. What I am most upset about and have almost stopped using the app due to this is the massive plastic wrapping that most shoppers do. They do it out of good intentions I understand - sadly a lot of people like their produce wrapped in plastic. But there are a lot of us who try to reduce their blood plastic footprint. And big shopping “revolutions” like Instacart should absolutely always encourage using less plastic during shopping. I would really really like to see a default checkbox for “no plastic wrapping” or at the very least “reduced plastic wrapping”. I already only order from stores that only have paper bags, however they still have plastic in their produce section and sometimes shoppers use it excessively. My biggest jaw-drop moment was when I received a single mango wrapped in plastic (why, just why), and cabbage (which came by default wrapped in Saran wrap) which was wrapped AND tied in 2 plastic bags. Based on this I have limited myself to only order things that come in a container like milk, flour, eggs, etc. I’ve stopped ordering produce of any kind because I’m tired of dealing with tons of plastic bags that are honestly completely unnecessary for most cases. Even if they aren’t I have so many at home that I can always use my own for longer produce storage..Version: 7.50.0

Not sure how they’re operating businessDownloaded instacart so I could have my groceries delivered and after my first order was placed and I got the alerts the money had been drafted from my account I got an email that my account had been deactivated, orders cancelled, and money would be refunded due to “fraudulent activity”. I called customer service to figure out what was going on and the first woman couldn’t give me any answers other than it had been deactivated and I’d have to wait, spoke with a supervisor who continues to say about the same thing and eventually was able to inform me it looked like it had something to do with the delivery address. However he could not “access my account” to do anything about it. My billing address and delivery address are different as I just moved states 6 days ago and still hold residence in a different state than I now currently live in. Even with this information he informed me he could not do anything. I asked for my instacart account to be canceled and now will have to use Shipt or my local grocery delivery as well as not having a delivery option for certain stores. I understand the security issue, but the fact nobody could do anything about it? What happens if someone is on vacation, someone else’s house, has multiple residences? They can’t order food except to their billing address? I have multiple addresses I’d of been having deliveries go to throughout the year and it completely blows my mind nobody could do anything..Version: 7.5.0

Delivery Is a dreamOrdered my quarantined parents groceries. Delivery scheduled for Sunday 6-7 pm. Shopper arrived at the store at 7:55 pm and didn’t know the store closed at 8! Kicked her out. Said she finish in the morning. Next available time was 3 days later. My parents were in quarantine!!! Called and waited on hold for 3 1/2 hrs only to have the wait time increase. Called again the next morning when csr read from a script and said reschedule which I had - 3 days later. My senior parents were in quarantine and I am 3 hours away- didn’t matter. My issue was escalated a manager last Thursday- today is 11:31pm on Sunday. No call. I finally found a friend to drop food to my parents. Don’t bother. Skip this service. Give your money without the middle man. I can text a list to a stranger with greater confidence..Version: 7.21.0

Pending charges last foreverI recently used the Aldi pick up and it was great! My total was 83 dollars and the app charged me 100 for any differences in price. No problem. So I have a 100 dollar pending fee on my bank account. I assume like any of the other grocery services I ever used that once the pending charge drops off my account, it’ll change to the 83 dollars. Nope. I still have a pending charge of 100 dollars on my account AND the already took out the 83 dollars for my order which means I now have 100 dollars of my own money that I can’t access until the pending charge drops. I definitely wouldn’t recommend this service after this. Update: I tried this app again because I really needed groceries but was in no state to go into a store after having my cat die. I pulled up and after waiting, the app timed out and told me I needed to go into the store to get my groceries anyway (so glad I paid for a pick up service), then, once I had my groceries finally, the app added a second 50 dollar hold on my car after already charging me one. So now I have two 50 dollar holds on my already light bank account. Then I tried to reach out to the support team and the first person I tried to chat with immediately ended the chat without helping and the second person was at least able to help a little and tell me there was only one order. Again, I really wouldn’t recommend this app. This entire experience made an already really bad week even just that much worse..Version: 7.48.0

Compare store receipt to Instacart chargeI loved Instacart so much when I first tried it that I signed up for the annual delivery subscription to eliminate all delivery fees. Great $99 investment. I just pay a little extra to tip the driver through the app and I never have to visit the grocery store again… YEA!, However I did notice after a few months that the Store receipt was regularly 25$ - 30$ more than the Instacart total after correcting for adjustments and substitutions in the order. I called and spoke to customer service twice and confirmed that Instacart does not honor store prices and in fact sets their own to maximize profit. The original store receipt will always be included with your grocery delivery so make sure to check the total amount paid to the store and compare it with your final Instacart charge after substitutions and adjustments are made. For me the difference is about $200 per month, but we eat a lot of expensive organic produce. So just know that you’re paying $99 for the annual membership, but also for the inflated grocery prices. In my case since I pay my house cleaner $20 per hour it’s cheaper to have them do my shopping and the additional benefit to that is they can also enter my loyalty number at checkout so I can get my discounted fuel points directly from the store since in Alaska the Instacart drivers get the store points for the purchase. I’ll still use it a pinch, but know it costs more than the annual fee and driver tips..Version: 7.18.0

Great App, Needs Some WorkI loved this APP when I first downloaded it. It was easy to use and navigate and the service it offers is amazing to someone who works full time with a long commute to and from work. Sometimes you get home from work and you just don’t want to have to deal with hassle of shopping. Especially for an introvert. However this APP’s functions and customer service has seriously declined in the last couple of months. Adding items to your order? Sorry, gotta catch it before the shopper starts shopping! Want to cancel your order? Ha! There’s no option to. Even with the available instructions that illusive ‘cancel’ button simply doesn’t exist. So what’s the next step? Calling customer service. Which gets you nowhere - just an endless wait with no response. If the developers of this APP could fix these highly frustrating issues (and customer service was a little more on point) I’d give this service 5 stars. Because, otherwise, it’s a seriously awesome service! The shoppers are always great - kind, polite, and work with you to make sure you get what you need as quickly as they can. However, with the markups this service charges in order to keep the operation afloat I expect better Customer Service response times and an APP that doesn’t hide some seriously important functions from you, the user..Version: 7.5.0

NOT FOR CANADIANSI don’t know why apple let you put the app in the Canadian App Store if you don’t deliver to Canada..Version: 7.47.0

Not with EBTI do not recommend using instacart if you’re trying to pay with an EBT card. The app will charge to your debit card which it requires you to have on file, and it’s not always obvious that that’s going to happen. Other times, I’ll make my order on the app but then log onto the desktop to ensure it submits as EBT payment, and it will display that my entire order is going on the EBT card. However, days later I’ll get a charge to my debit card, and their support gives a random reason each time — it’s because my (food) items were substituted with (food) items of lower price, and so they refunded the original items to my EBT and charged for the new items on my debit?? Or it’s the sales tax on an entirely food order (EBT purchases are exempt from sales tax)?? The app does indicate that debit charges will occur for weight-adjustment increases (like a bunch of bananas weighing more than the estimate had been) which makes more sense but is also frustrating because other shopping apps don’t do that… but now that I’ve reviewed more order history and talked to support and see that there are a number of other situations where your debit card will be charged an unforseeable amount, I can’t recommend EBT users purchasing through this app. None of the other shopping apps I use my EBT card with ever have any problems like this, so while I love aldi, I’ve decided not to use instacart anymore..Version: 7.119.1

Don’t deliver and take your groceriesTerrible experience, never trusting this app again, the dude that shopped for me stole my items, never delivered and I’ve been trying to call through customer service for 8 hours now with 16 attempts. Such a rip off and waste of time.Version: 7.21.0

Very disappointedI understand you have lots of people ordering groceries in high volume due to these unfortunate circumstances, but I have to say I am extremely disappointed with how this issue is being resolved. I placed an order two weeks ago which was supposed to be delivered Thursday of last week. Instead, my card was charged twice and delivery was moved to Thursday of the following week (today) at 4:00-5:00 pm. Earlier today, the time was changed again from 5:30-6:00 pm. I was annoyed, but let it slide. Again, times were changed again and again and now you are saying the time is moved to 7:30-8:00 pm. This is ridiculous at this point, I understand these are pressing times, but I scheduled the delivery at that time for a reason. My father has an autoimmune disorder so my entire family has not left the house and are unable to get groceries, and we were really relying on you to get them. I just don’t understand the point of making scheduled deliveries if they won’t be delivered at that time. I tried calling, since it said on your app that the waiting time is 1 hour, but sat waiting on the line for two until I decided enough was enough. I hope you can at least read this email and respond to me with some answers, because I am thoroughly disappointed and upset with how everything had turned out. If I had not used your services in the past, I would have thought this was a scam, if I am being honest..Version: 7.21.0

Waste of time & money!They were a few things missing from groceries that I already paid for I reported it , I thought they were going to give me a refund. However, they put it on my credit in my account for future purchases I ordered more groceries today but there was no credit added on my account. I kept emailing them but they kept emailing me none sense, they didn’t give me any refund or credit they just apologized. Complete waste of time & energy..Version: 6.20.1

TERRIBLE QUALITY OF SERVICEFirst off, I want to say I tried to give this app a serious chance. My husband and I both have Covid and ordered groceries Feb 7th from Aldi and out of all the items on our list only 1 pack of ground beef was delivered. Mind you, no one ever called to tell us about our delivery, and there was no way ALDI was out of every item in that store. The driver basically took our tip, and avoiding getting any other items or making adjustments. We talked to customer service and they took the driver off future routes for us. They were generous with credits so we thought we’d give them another chance. We talked to a manager and explained our situation and that we needed food in our home. He even said we’d get our refund back in 5-10 business days. So we ordered what we could with the credits. 😒 🤬 ON FEB 12th: I’m deciding to no longer use the service because this is the second time I’ve ordered with Instacart and my order did not arrive at my home. Not one item from “SAM’S CLUB” No one even called upon arrival as I requested and the groceries were not by my door or the door of the front building. I’m sorry but fool me twice, shame on me. Now I have to wait 5-10 business days to get a refund. I’m terribly unsatisfied and will never use this service again and will be telling all my friends and family about the quality of service here. We’re sitting here with COVID and have no food!!!! WOW! I’m so over it..Version: 7.111.1

Stolen Groceries3 times I used this app, the first time i used it my groceries were STOLEN by the person who supposedly “delivered” them .... contacted customer service and they tried too to get ahold of the shopper and were declined calls by her.... thus they deemed what i already knew and that is that my groceries were stolen and so they replaced the order for me and the second lady actually brought me my groceries, yet i only got 1/4 of them. I swore off this service after that second delivery but my local grocery only uses THEM for delivery so yet again I am here ordering from them , hoping since they are through my grocery store and not the app it will be okay. 3rd time starts off great the person communicates with me the whole time, JUST as she says she’s done shopping and my grocery store lets me know my groceries are on the way suddenly my order gets “cancelled” and my shopper stops the chat and i never got my groceries .... i waited 3 hours for them and spend about $80 of which i have now AGAIN lost to a shopper who stole them. LITERALLY THE WORST SERVICE EVER they obviously do not check who’s shopping for them and to those who are shoppers - i’m disappointed in your morals that you would steal groceries from someone who worked hard for the money to pay for them . I literally cannot leave my house due to covid and this is my only option for groceries that i’m low on, i will be using another app from now on and will never again return to this AWFUL service ..Version: 7.37.0

Bad service experienceIt used to be good and convenient but not right now. The selected food are terrible and the shoppers are not as professional as they advertised. Almost any random person can be a shopper. And the price on the app is at least 15% higher than the price in store. And it tends to be higher recently! This is ridiculous! I don’t use it anymore..Version: 7.32.0

Items way overpriced!!Using the app is very convenient. It’s great to have so many options to pick replacements, give instructions on produce selection, etc. Having a great shopper means you get exactly the groceries you want, delivered right to your door. I had my groceries within 2 hours of placing my order which was a lifesaver. I would definitely not make a habit of shopping on this app though because the items are extremely over priced! Awesome when needed in a pinch but with the service fees, delivery fees, subscription fee, tip, and grocery price inflation, it is a huge hit to the wallet..Version: 7.48.0

Awful serviceComplete waste of money and time. They use the closest store to your home so you end up getting groceries from the mini Loblaws that has basically no produce, no butcher, etc. I’d rather use click and collect and pay $3 and go to the super sized Loblaws. Rather than $14 delivery to get half of what I ordered..Version: 6.19.2

AwfulNo items, three day wait, couldn’t figure out how to use the intercom in my building. Had to go down and get groceries. Defeats the purpose..Version: 7.19.0

Terrible for customers and shoppersFor people trying to shop using this app: don’t. The service isn’t great, support isn’t helpful, and while some of the shoppers may be bad, some like me actually cared. But this happened: The first time I tried to shop for someone, the provided credit card didn’t work, so I had to pay for them myself. The support took forever to answer, and was not very helpful. I tried to do the reimbursement process, but the app keeps crashing. I’ve currently submitted a claim and there’s no response for almost a week now. I wouldn’t recommend anyone use this service to make money or get their groceries because they charge so much yet the app is broken (current version) and there’s so many points where things could go wrong. Oh, and your number isn’t even in service, but you list that as an official help line. So yeah, it sucks for everyone. I don’t know how they turn a profit. Uber is a more customer AND contractor friendly business..Version: 7.21.0

Unhappy CustomerI’ve used this app over 10 times and the last time i refused to use it again. The service has always been great, loved all the shoppers. The last time they showed me the prices of the individual items and i was okay with it, they also showed me the delivery charge, the tax, the tip, and the service charge. Everything added up and i was fine with it. Everything i put in my cart was picked up by the shopper, there were no replacements or refunds or item changes. When the order was done the item prices magically went up so my purchase was $10+ over what i was expecting. Its never done that before and i didnt order anything special. I tried to email them and asked them why the prices mysteriously went up and they said it was service charge and i tried to tell them the service charge was already added in when i agreed on the prices. Email after email was the same reply, it was a service charge. They already add some service charges into the price if the item, thats why they’re higher online than in store then they add another service charge at the end. Which again i was fine with paying but then they charged me extra when they shouldn’t have and all i was getting was robot responses saying it was a service charge. I understand there might be some higher prices in the store but that doesn’t make every item price go up $1-$2 after you agreed to pay the price they told you..Version: 6.32.0

Spam notifications and deleted settingsInstacart used to be beautiful. Now they’e started spamming my lockscreen with “new notifications” that aren’t notifications at all, but just spam tricking you into opening the app for no reason. That’s the last straw, Instacart. I’m lucky I have healed enough to do my own shopping, again, pandemic or no pandemic. The app is becoming more and more useless and resulting in more and more problems that I have to correct, every time, without fail. After months of receiving the wrong stuff, I came to discover that all of my instructions had been magically deleted from the app (things like instructing the shopper to not buy rotten vegetables, which they will do if I don’t tell them not to). It took me about an hour to re-enter them all, because I have to enter detailed instructions for every single item, one three-page process for each item, otherwise your shopper will just buy any old crap (I once ordered Hershey‘s cocoa powder for cooking, and they brought me Nestlé Quick instant chocolate drink). I give my shoppers the benefit of the doubt that they either couldn’t or didn’t read my instructions OR my personal messages. One guy bought me the exact thing I specifically told him not to buy! Based on reports and my personal experience, I’m betting it’s the app, and not a sudden crisis in illiteracy. I guess Instacart has become one of those companies that are now too big for beauty. I DELETED THIS APP WHEN IT STARTED SPAMMING ME!!!.Version: 7.43.0

Expensive hold that can’t be waivedI lost my license so Instacart came as a relief. I love the app it’s user-friendly and has all the stores that I would need in my area. The one thing I do not agree and will be deleting this app for is the 10 to 15% “authorization hold“ that they charge you on your total order, just in case you want to add some thing while the shopper is gathering your items. I don’t know about anybody else, but I spent about an hour making sure I had everything that I needed so that that wouldn’t happen. This hold amounted to an extra $30 I have a daughter, and with everything going on in the world today I am limited on funds as it is. Waiting an extra 3 to 5 business days, it being a Saturday today, to get that $30 back is not an option for me. On the other end of it if I only have $160 in my acct to begin with, like today, that takes a big chunk out of the things I am able to get. On top of a delivery fee, a service fee, and a tip for the driver. I say you guys are taking too many fees on top of this “authorization hold” it forces me to erase crucial items from my list and/or to cheap out on a tip, which I’m sure the driver relays upon themselves. Instacart can be great with minor changes. I’ll be paying my next door neighbor, who’s out of work due to covid, $15 flat fee to go a .25 mile up the road to do this. I suggest others find a cheaper, more efficient route as well..Version: 7.62.0

Great app, bad serviceMy roommate used this app and she had an amazing experience so I decided to try it out. The app and user experience is great - you can interact with your shopper throughout the whole process. You don’t get access to deals and some prices are outrageous ($7.00 for one avocado). When I tried the app my shopper did everything in an hour and had it at my apartment in no time. The problem was he picked the absolutely worst produce - wilted leaves, bad tomatoes, yellow - brown bananas. So although the conscience was there I ended up throwing out half of the things I bought and went grocery shopping again myself. Good idea, needs improvement when it comes to the shoppers or some sort of reimbursement..Version: 6.1.2

Nobody is shipping anything to you.Please just change to other local no touch delivery services as nobody’s gonna take the risk and go to the grocery store for you. Also if your shopper brought another cheaper replacement for you, they are gonna keep the amount of price difference. Nobody could guarantee you get the right item..Version: 7.21.0

Great shoppers, horrible customer serviceI’ve used this app twice and I used it a second time hesitantly but wanted to give it another shot. The shoppers are awesome. The company itself and the customer service is horrible. The company has zero quality control when it comes to pricing. My first order cost $145 on the app and the receipt from the store showed $120. I was told that stores set their prices and there’s nothing they can do. Yes, I understand there is a service and convenience few but that’s a small amount compared to that gap. Disappointment #1. They gave me a credit for the inconvenience so I decided to give it another shot with a smaller order. The shopper marked 2 items as “refund” since the store was out of stock and didn’t have a replacement item that I wanted. Totally fine! What’s bit fine is that I was never refunded for those two items ($15 total). My charge was $82 when I placed the order, a week later my bank is still showing $82 paid. Customer service told me it was refunded and there was a credit on my account, neither of which is true. They closed out my ticket even though I told them I hadn’t received either the refund or the credit. So bottom line is that the company is either poorly maintained at a management level or they’re greedy and taking advantage during a pandemic. I’m thinking it’s both. I’ll continue to ask for my refund and avoid this app at all costs..Version: 7.58.0

Don’t do it.I have ordered from this app three times because I cannot seem to learn from my mistakes. The first time I wasn’t so mad because there is a pandemic going on (I get it) and they cancelled my order 5 minutes before it was supposed to be delivered. The second time, I was a little more understanding because again, there is a pandemic going on, but I received the wrong order entirely! The lady left before I was able to get to the groceries to let her know. Then I couldn’t get ahold of anyone, the phone lines are disconnected and no one answered the chat, so I just had to hope she would get my comment on the rating. She then returned and yet again, gave me the wrong order, again. This time I was able to correct her. So I had to pull my phone out and prove to her what I ordered (surprisingly it was all in her car). The last time, and I mean the last finally time, I had my order being shopped for, then the shopper quit during the shop and I sat waiting all night to see if they were going to finish shopping, they didn’t. Then the next morning the new shopper only gave me half of my groceries and claimed I didn’t order the $80 worth of groceries I was charged for. Again, I couldn’t get ahold of anyone for a while, and with long anticipation was offered a credit to my account.............We’ll have to see if they refund my card because a credit to my account is not acceptable in this case. I highly suggest to stay clear of this service. Don’t use it..Version: 7.23.0

TerribleWrong orders. Cancelled orders. Their 24/7 customer support has been unavailable for days. Trash service. Do not use.Version: 7.21.0

Confusing layoutThis app is very confusing, wAs charged 92$ for asparagus.Version: 6.21.0

RobbedAfter placing an order with about $250 worth of items off this services website it debited my account for $280 immediately. Within 2 days I was informed that many of my items were not available and gave me the option to cancel. I did cancel the order this was 10 days ago, I have NOT received a refund. The money is GONE! There is no way to contact customer service they have shut line down. A recording tells you install the app which I did and the app is only available to residents in the USA at this time and couldn’t even find my address. 😂 so congrats APOORVA METHA you’ve successfully profited off the back of the corona crisis better than any entrepreneur around. Refund me!.Version: 7.21.0

Good Service, Horrible SupportIncompetent support agents. All will be good until you have an issue though!.Version: 7.18.0

OverchargedIt’s great to have services like this that can go out and shop for you. However, you should be aware of extra charges and price differences in your groceries. I saw my receipt in my bags that were delivered and I saw how much my groceries actually cost at the store when the Instacart shopper purchased them. My total after taxes on the receipt was $45. Instacart charged me $52 and change for just the groceries and then added delivery fee, service fee, sales tax and tip of course. The delivery fee and tip is expected but why am I paying sales tax on my groceries twice? Why am I paying delivery fee and service fee? Why is the total for my groceries more than what was paid in the store? When I reached out to customer service and asked these questions, all they said was “some merchants choose to make the Instacart price more than in store prices”. Oh ok so Instacart not only makes money off the service fees but also in the difference of what they actually pay when they shop for me and what they decide to show prices for on the Instacart app!? How is this ok? So I paid $18 more just to have my groceries delivered to me rather than go to the store myself. That was my dumb mistake. Not to mention the shopper did not even get all my items. I have used Instacart and ship it and I never had this issue or lack of customer service from ship it. I do not recommend Instacart. Pay attention to your receipt!.Version: 7.45.0

Not worth it!Over half my items were “substituted “, bananas were black - not impressed - will NOT be ordering again.Version: 6.20.1

The worst customer service.I made an order a week ago and was charged twice. Whatever, it happens. Sent an email letting them know, they said yeah no problem we'll fix it asap, just send a screenshot of your banking app. So I did. And then I heard nothing else. So I sent another email. Then another. Then I called and they said to send the screenshot one more time. Then I heard nothing. So I called again only to be told "I know YOU think you've been charged twice but there's nothing on our end". She asked me send a screenshot AGAIN. Once again I didn't get a response. I've sent one last email with ANOTHER SCREENSHOT ATTACHED and still nothing. Absolute trash..Version: 6.20.0

Hit and missThey just changed the app and now they’ve placed the cart at the bottom. Why? It was better up on the right at the top of the screen and easier to see ? Another dumb decision, when you finish shopping and paying for your order, the cart does not show 0 anymore. The items remain in your cart, even after you receive confirmation that it’s paid! So if you need to go to another store and start shopping to schedule another delivery, you can’t do it. Nice going, Instacart. Then there’s all the random missing items, shoppers who don’t read your instructions and bring you the wrong things, lost tomatoes that they say you got (and charge you for)… but you never got. Time wasted sitting on the phone calling Instacart customer service to explain all these things or take pictures of your smashed items or plead your case on those tomatoes you never got, etc. Add in the smashed bread and broken eggs and you get the idea. But the upside of all this is that occasionally you get a nice shopper who is good and reads your instructions and texts you as needed and delivers your stuff quickly. Hopefully not showing up with all your cold items warm because they delivered four different orders and you were the last one they delivered. So, I guess if you can handle all the bad, the benefit is,…”you” didn’t have to go to the store. We got someone else to do it for us. But it’s always hit and miss if it’s going to be a good or bad experience..Version: 7.76.0

Do not use them!!I placed an order with them. The shopper got my stuff and then delivered to wrong address! She didn’t call to verify she was at the right place. I have it set for contactless delivery. She took a pic and said delivered and ended delivery. There was no way to contact her to let her know she delivered to wrong address. So I immediately contacted customer service, who then called the driver, who claimed she was already to far to go back for my groceries. So the customer service guy says he can do a redelivery. Ok, fine, it is what it is... so over an hour goes by and they call me and tell me that there can’t be a redelivery because there was an error. So I’m getting a refund, which will take 5-10 business days to hit my account! I don’t have the money to just go out and grocery shop again. I feel like the situation could’ve been handled better. I feel like the drivers number should stay to where I can contact them up until I’ve actually received my order. I feel like the shoppers need to be more aware of where they are delivering, and if they aren’t sure they are at the right place, then they need to call the customer. I now have lost over 100 dollars in groceries, and now have to wait almost 2 weeks for my refund. I’m not made of money. Plus, I’m also disabled, so it’s not like I can just run out to the store because they were careless! I’m sooo mad right now!!!.Version: 7.46.0

Disgusting, Disappointing, DisasterI basically paid $200 for rotten groceries that were expired or could give me food poisoning if consumed ... all the dairy products were two days away from expiration when picked up, the eggs expired in a day, the brown meat was sitting in a pool of its own purple blood, the chicken was yellow/slimy, all the product was moldy/rotten, the plastic containers were rotten/leaked in my car from the way the girl shoved them into to fit, the “fresh chopped peppers” were so rotten the air expanded in plastic while it sat in a pool of moldy water (I can see the mold floating), damaged containers/bags, overall terrible experience ... called instacart to correct it, they told me they can send a whole new set of groceries for free, I told them no because I did not trust they would actually deliver their promise; I was correct! The second set of groceries to replace the original never arrived after waiting for 5 hours, called instacart customer service they told me I would get a refund for this disaster, the refunded the order set to replace the original so I still got charged $200!!!!! Spent another 3 hours trying to deal with customer service, got my refund, but I was then charged AGAIN today. Trash app, terrible shoppers, poor customer service, and absolute disappointment... they hire people who have no idea what they’re doing, what they’re looking at, or apparently what respectful food is suppose to look like.Version: 7.61.0

Unfair crazy marked up pricesBefore you use this app make sure you understand how much the prices are marked up. They are charging you for the service in some cases for delivery and they are marking up prices insanely on all products. Order online and go pick it up.Version: 7.46.0

Charge me without shopping!They charge me for updates membership for 100 dollars. They only let me know with email. I don’t read my email often. If don’t cancel it with in 15 days. Then the money can’t refund. What if I don’t read the email with in 15 days! This app is awful and ridiculous!!.Version: 6.12.1

UPDATEThe functionality of the app remains shoddy & inconsistent. Twice now there’s been instances that I was unable to check out with my full order. Both times this has occurred, its happened after they performed updates, both times I contacted CS they could not tell me what the problem was or when it would be resolved. When the app works it’s great - but when it doesn’t I end up wasting my precious time just trying to get someone to answer my questions. I’m really about to the point of saying to hell with Instacart. CS is usually friendly, courteous, & professional, but what’s the point if you can not answer customer questions or resolve customer issues? My second time using Instacart, they emailed me claiming ‘unusual activity’ on my account, cancelled my pending order, which I had placed for my business & needed that day, told me they’d be in touch & asked me to email/call if I had had any questions, & locked me out of my account. I emailed, got no response. They didn’t provide a number to call so I googled Instacart & found their customer service number. Customer service couldn’t tell me anything as they were also locked out of my account & couldn’t put me in touch with anyone who could. The hell Instacart. You’re supposed to help make my busy life more convenient, not less..Version: 7.42.0

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