Instacart Reviews 215

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

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

My Instacart account is locked.

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

What is this a Nigerian Scam ?

How could COSCO be involve in such a scam ?

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

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

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

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

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

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

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

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

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

First, you should understand motives of your customers

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

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

What went wrong, let me write it numerically

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I've been ordering from them for over a year, paid $99 full-memberhip, their services were great. 2 weeks ago, my delivery was sent to Toronto while living in Vancouver, asked to be re-delivered to the right address. They re-delivered to the wrong address again. Called them again, got it delivered to the right address after waiting over 12h. They wouldn't provide a refund for their mistake and customer support representant was making excuses about the payment team which obviously means nothing is going to happen. Seriously disappointed after spending so much money and time, another app could definitely do a better job

I decided to give that app a try because when you first sign up it states you get your first delivery free. At the last minute it changes and says your free delivery code was used already on another account. I don't have another account. This is my first order. And my credit card was already charged before I even hit confirm.

OMG. I ordered one grocery delivery back in 2019 and somehow have been charged for a yearly, automatically renewing "membership" ever since that I did not know about. I was only able to get a refund for the last charge which I caught on my credit card. My bad for not checking my credit card bills way more carefully but it irks me that they won't credit the the remaining charges when it's clear I have not used their service for 3 years. I also do not recall anything that CLEARLY laid out that there would be an automatic annual charge.

They restarted their express membership after I know for a fact I had canceled it

The shopper made perfect replacement items and found my pantyhose!! Right size and color..I wear stockings and pantyhose everyday! Thank you Instacart..........John

Terrible service. I used Instacart at the beginning of the pandemic. My credit card was then signed up for a subscription? What? I called to have this cancelled and it was a frustrating experience. The lady kept interrupting me saying do I shop with someone else. What?? I kept saying that I NEVER use their service. Only in the beginning of 2020 and never again after that. Then she wanted my info to cancel it. I said no f'ing way. I just said I never signed up. Finally after getting pretty heated, they were able to do it on their end. NEVER EVER AGAIN.

I've used Instacart for awhile now and questioned their billing. It just seemed higher than expected. As they never include the store receipt with your order you never know for certain what the charges are.

On November 4th 2021 I ordered from Shopper's Drug Mart using Instacart. My credit card was debited $87.77 for my purchases however this time they slipped up and left the Shoppers receipt in the bag. The Shopper's receipt was for $61.32. Instacart had added an additional $26.45 charge. Is this even legal?

I contacted Instacart and got nowhere until I insisted I speak with a supervisor. After much threatening, he agreed to credit my credit card for the $26.45. Although they can put charges against my card within seconds it takes up to ten days to credit my account. Instacart did give me the $26.45 credit.

I was never given a reason or excuse for the additional charges and because of that, I will never know if it was an honest mistake in their billing or if overbilling is part of their practice?

I ordered worth $450 on instacart.
I was tracking my order and it showed delivered.
when I went out to collect my order there was nothing!!
I called, emailed and used live chat and somehow got a hold of someone from their support team.
They said that refund is processed and I also got an email confirmation.
It's been 20 days, there is no refund and now when I call them, they say that my account is deactivated and we can't activate it after review.
I wonder why the government is allowing such a big scam in this country.
Also, someone advice me how to fight to get my money back?