Instacart

Waited for an hour for our dinner from daves hot chicken in san leandro and 2 min before it was due they canceled the order? Daves claimed it was picked up and Instacart claims they didn't have enough drivers but that doesn't explain why they cant cancel before 2 min till delivery so daves said someone picked up our order and Instacart says Juan picked up our order and it on the way then they cancel and say they didn't have anyone to pick it up so either they lied about Juan picking up our order or they lied about not having a driver and Juan is having daves hot chicken for dinner.
Geraldeen maris was our support person on line at instacart who bassicly said tough $#*! and ended our chat. So we will never use instacart for food delivery again

SHOPPER STOLE MY GROCERIES ORDER SAID
DELIVERED BUT NO ONE EVER ARRIVED TO MY
HOUSE I HAVE CAMERAS AND I WAS SITTING
RIGHT AT THE DOOR INSTACART WILL NOT
REFUND ME EVEN AFTER I SENT IN MY PROOF AND
VIDEO SHOWING NO ONE EVER CAME TO MY

Will never order from Instacart again/pure scam
Ordered from Instacart for a Costco order, part of the order was 4 cases of Kirkland 40/16.9 bottles of water, rec'd a notice from the driver(supposed to be Ivis a big burly guy based on his picture) that they are out of water, opted for refund. When the delivery was made 2 woman(mother/daughter) showed up(not Ivis) told me that they had no water,,which i had checked with Costco had hundreds of bottles of water they simply didn't want to carry 4 cases to their car and then from the car to my apt. They repeated that there was none even after i told them Costco confirmed that they had plenty of what I ordered at the Costco they shopped at
Rec'd an email telling me Ivis had delivered my order, i replied the above /not Ivis but 2 women etc. still no response a week later, i only ordered so that i didn't have to carry the water and to save the time, added almost $200 more of product in the order which I use but had only to get the water which never arrived, will never use them again

Yesterday, I placed an order, in my order, I had t shirts. I couldn't put my size because the pencil wasn't working on the app. Thinking the shopper would have common sense to ask me what size I need, he just picked up any size and immediately checked out. I messaged him and he never answered.He delivered my items and the size was completely wrong. I couldn't fit this size at all. I contacted instacart and they supposedly gave me a credit. All of a sudden around midnight, they said they couldn't give me a credit and if I want to appeal it I can. Instacart shoppers would either say they got an item on your shopping list then once you receive your order, It's not there, bring you expired, moldy, open or busted, melted, hot or warm and not good to eat and instacart won't give you a refund. Some instacart shoppers are lacking common sense, not keeping items refrigerated as mentioned on the app or website and just being you anything. I had items that smelled like cigarettes, crack and meth. They hire anyone

Learn from my mistakes and use any other means of delivery. The Instacart CEO, Fidji Simo, should be held accountable to all customers who have been swindled

I ordered 3 half-gallon bottles of Kroger's Eggnog from the local Ralph's supermarket. The shopper somehow thought that substituting it with 1.5 quart bottles of eggnog-flavored almond milk was a good idea. I wasn't informed of the substitution until *after* the shopper left the store.

The shopper would not answer the chat request, quietly left my botched order on the doorstep, and quickly bailed.

Oh yeah, he placed the bag against my screen door, making it impossible to get at from the inside without knocking the whole mess over.

It seems that their policy is to apply credit to my next order. There will be no next order. I will nix the whole transaction at the bank, if necessary.

From Jaunary 2025 to present April 23,2025. Instart delivered my food order (from Stop and Shop Bayonne, NJ.) to the wrong address a total of 6 times. The last time was the finihsing touch. They delivered it to an abandoned home.
I complained to Stop and shop, who has been more than helpful in trying to fix the problem. Instacart gave them the address and I guess they expected me to go and pick it up after paying a hefty fee fror them to deliver it to the correct address. I cancelled the order and S&S gave me a credit fot the order. I am 85 years old. Today 3 days later. I received a complaint from the mailman that there was a food order obsrtucting my pathway to the house. It was the order, mostly perishables, (milks, refigerated juices, frozen foods, cold cuts, rotisierie chicken, veggies and fruit) which I assume was lying out on that porch in the sun for 3 days. I called S&S for help. They contacted Instacart. Their response was they don't go back and pick things up. I had made contact with them several times on the other orders trying to straghten out the misdeliveries. They were totally useless and arrogant about it. I don't know how they manage to stay in buiness with this kind of service and customer service at a high delivery price. I had problems with them other times from other stores also.

HAVE PLACED HUNDREDS ORDERS. GET BAD FOOD ALMOST EACH TIME. XMAS EVE WAITING 5 HRS AND NOTHING, SAID SHOPPER SHOPPING AND DISAPPEARED. TOTAL FAIL. NO FOOD XMAS EVE

We the customer need to stop using Instacart, I try not to use them because they are vile. Customers Beware! DO NOT USE THIS PRICE GOUGING BUSINESS. Last week (I am a shut-in) I ordered food and for a half of a watermelon, THE LABEL SAID $6.64@ $1.29 PER POUND. The markup was $1.70 per pound and they charged me $15.40 for a half of a watermelon that was not even edible. I am so sick of them. This week I was missing 2 items from my request. The majority of the time the fresh food is already spoiling and it may be delivered to someone else. I received 1% Buttermilk instead of the quart of 2% regular milk last week. This is my absolute last time dealing with them. I will find another way.

It appears that the individual recounting their experience with a recent food order was met with considerable service mishaps and an unexpected delivery outcome. Initially, they sought a refund for a particular sandwich choice—the Jimmy Dean Sausage Egg and Cheese on Croissant. This preference later proved significant, as the order fulfilled was of a different variety altogether, arriving not with a croissant but instead with biscuits, a product that the person clearly stated they did not enjoy. As a consequence, they are now stuck with an entire box of sandwiches they dislike, which encapsulates the potential disconnect that can occur between customer requests and service fulfillment.

The situation is further aggravating due to a miscommunication regarding the delivery process. The individual specifically requested that the delivery driver send a text when they arrived, likely to ensure they would be prepared for the food's arrival. However, rather than following this request, the driver opted to take a picture of the delivered food placed on the ground outside the building. Such an action raises several concerns, including hygiene and safety. Items left on the ground not only run the risk of exposure to environmental factors but also to potential pests, an anxiety especially pertinent given the mention of particular bugs prevalent in New Jersey.

In sum, this narrative captures a frustrating consumer experience marked by a lack of attention to detail and communication breakdowns between the customer and service provider. The resultant situation—receiving an undesired product in a manner that invites contamination—reflects broader issues within customer service domains, particularly in the food delivery industry, where accountability and responsiveness are paramount for consumer satisfaction.

I am writing to express my deep disappointment regarding my recent experience with Instacart, which left me feeling both upset and embarrassed due to the mishandling of my order intended as a donation for a homeless shelter.

On Saturday, November 2, I placed an order for essential items to be delivered directly to a local homeless shelter. I ensured the address was accurate, provided my contact information, and even selected substitutes for items in case any were unavailable. The shelter coordinator and I coordinated the delivery time so they could receive the donation, which was needed urgently.

To my shock, I later discovered—by chance through an email—that my order had been canceled without my knowledge or consent. At no point did the shopper contact me to discuss any issues or changes with the order. Adding to my frustration, I was then charged a cancellation fee despite having no role in the cancellation. This is not only poor customer service but also an unfair charge for something I didn't authorize.

This entire experience was deeply embarrassing. The shelter coordinator had been waiting for these critical items, only to be left without them due to this cancellation. I felt responsible and humiliated, given that they were expecting much-needed support that ultimately did not arrive.

I have since had to contact my bank to dispute the cancellation fee and secure a refund. This situation was entirely avoidable, and I am disappointed that Instacart did not reach out to resolve the issue before canceling the order and imposing a fee.

Due to this experience, I will no longer be using Instacart and wanted to caution other customers. Be vigilant with your orders, regularly check your email, and monitor your bank statements closely for unauthorized fees.

On 10/22 | placed an order on Instacart for a few items at Star Market which came to a total of $50.89. At the completion of the shopping trip I noticed that my total had jumped from $50.89 to $225.15. I messaged the shopper Noel and he said "the system is glitching". I reviewed the order and it showed the quantities of broccoli changed from 2 bags to 15 bags, mashed potatoes from 1 container to 10 containers, Pillsbury cookies from 1 roll to 10 rolls, Milano cookies from 1 bag to 3 bags. I received a notification that my order was delivered with an extremely blurry picture that I couldn't make out but no one came to my house and no groceries were delivered to me, I have a camera. I messaged the shopper that he went to the wrong address but I got no response. I contacted Instacart immediately. They said they tried to contact the driver but were unsuccessful. I told them what happened and that I wanted my money back and they said a refund would take 5-10 business days and an Instacart credit would take up to 24 hours so l agreed to take the Instacart credit. After days of waiting for the credit I reached out via chat and I was told the incident was escalated because it was over $100 but someone would be contacting me by email very soon. It's now been 2 weeks. L've done 5 chats, sent an email, spoke with an associate on the phone and they all say the same thing, that they can't do anything because it's been escalated. I was told that usually it takes no longer than 48 hours for the escalation team to review the case and get back to the customer so l don't understand why I've been waiting two weeks. I was robbed of $225.14 and Instacart will not help me at all. I was a loyal customer of Instacart, I ordered from them every week. I no longer trust them now that I know they allow shoppers to steal their customer's money and they look the other way.

So, my daughter is in the Navy, I have been caring for her elderly dog. The agreement is that she buys dog food ever so often, as my dog and her dog share the same food. Did I mention she is stationed in Japan, on patrol this very moment.
I tried to purchase the dog food for delivery, threw my back out, so I ordered the dog food on instacart and paid, or should I say tried to pay for it with HER valid MC, which I have used for his vet visits, tests, labs, medicines, everything else needed to take care of him.
I was going to sign up for the service, but this is not convenient, not does it make sense.

Lost another customer
Bottom line - they blocked my account unless I email them personal verification.

I had to wait on hold for 35 minutes before the problem with my order was addressed. The shopper delivered someone else's order. I'm not upset about that - nobody is perfect. What is outrageous to me is the time I had to spend on-hold waiting for a person in the "delivery mistakes" deptartment to get on the line. The person who answered my call was not allowed to take care of the problem, whether rescheduled delivery or refund, so I had to be punished with a long wait on the phone. When the wrong order delivered person finally got on the line, they rescheduled my delivery for tomorrow and promised some discounts or free delivery or something else because I had a hard time understanding what she was saying. For all the money I spend in a year with Instacart, I would expect far better customer service than this!

The One star review is generous.

Awful! Recently, I've had 3 Instacart deliveries. One was delivered to the wrong house, on the wrong street. The Instacart customer service wanted me to walk around the neighborhood so that I could find the stuff and CARRY THEM BACK to my house! (Instacart, I ordered them from YOU because I am not able to drive or carry heavy items.)

The second order was missing half of my order. I had to argue with them before they finally agreed to have them delivered.

Today, an item that the shopper and I communicated about …. Was missing!

There's no hope for this group.

I have used Instacart several times. I always try to give the benefit of the doubt but this last time is the end. My groceries were left at my door and nearly all of it was frozen food and milk. I had to throw it all out. This is not the first time that has happened but it will be the last. Never will I use them again. I do not recommend them. I always pay extra to have my order delivered early and it is usually late. Save your money and don't use them.

Today was the final straw. I placed an instacart order and paid the $1.99 (a new thing they have started) to get the order to me hopefully by the end of the day. I placed it at 2pm and didn't get it until after 630pm. Then I saw, the order was NOT MINE. The shopper had brought someone else's order. I immediately told the driver that's not what I ordered, he took it back and drove off. So long to getting what you ordered and so long to decent prices through instacart. They allow shoppers to shop multiple orders and it's posing a huge problem. I know I can't be the only one having this issue, but not any more because I will NOT be ordering from them again.