Instacart-Get Grocery Delivery App Reviews

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App ok but misleading and some issues. I have been using instacart for awhile and overall like it. 2 big things keep me from giving it a better rating. 1. The app allows you to define acceptable substitutes or say you would like a refund. I always fill this out because it is frustrating if you miss a chat asking if they can substitute and you end up with a poor substitute that you won’t use. I have been told directly from instacart shoppers who keep badgering me to offer subtitutions on items I marked to refund that they never see these preferences. The feature would be really useful if it worked because otherwise you get tons of chats with pictures of empty shelves which aren’t helpful at all or constant “how about this? “ sub requests. The failure for shoppers to honor these requests is my #1 pet peeve with the app and service. 2. Lately about 20% of our orders are clearly being shopped with way too many others concurrently. You can tell this in a few ways: a) a shopping for 10 items takes 2 hours which also means you have TWO HOURS of chats and sub requests to monitor, b) the cold items arrive at almost room temperature (for example my ice cream arrived today and was LIQUID-we got it off the porch 2 min after they left it) c) higher error occurrences - wrong items delivered vs receipt and d) you get an alert that they are 7 min away and then 40 min later get one that the deliver time is pushed back almost 45 min well past the original estimate.

Almost perfect. This 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

Expensive hold that can’t be waived. I 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.

Dishonest business practices. It 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.

Compare store receipt to Instacart charge. I 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.

Spam notifications and deleted settings. Instacart 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!!!

(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

Truth about insta. Every 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.

Never again. I 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!!!!!!

InstaCart Service. I must say that overall I really enjoy the convenience of having an app that shops and delivers. I believe that Aldi has so far been the very best vendor. I have used Kroger. Meijer I don’t think I will use again because of their lack of following instructions. Barb A from there did not follow instructions. It seemed that she was afraid.I use this app because of the convenience to me. I use this app to shop for my elderly sister and her hubby. Neither drive a car. I asked for her to put the items inside of the apartment down the 6 or 7 steps down into their place. The couple is old and don’t do stairs well. The apartment that my sister lives in is not dangerous. My sister and her hubby are ages 71 and 75. If you cannot execute your job fully then you should choose another place to work. The whole point of using a service like this is for the convenience of it. If my sister or her hubby had fallen down the stairs from her ...(Barb A. )negligence I would be communicating differently to you. Fear cannot be the focus of performing your job thoroughly. I am upset about this. Jamone ended up shopping AGAIN and delivering the items without incidence. My sister said he brought the items INTO THE KITCHEN!!! Wow. What awesome service!! Erica Cade Member since 2017

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!

Not great customer service. I’ve had Instacart for over a year and everything is great in terms of deliveries and the various stores you can choose from. No issue there. However, my account was recently locked and then deactivated while I had absolutely no idea as to why either happened. To get in contact with support you need to log in; however my account was locked so there was no way for me to reach them. I was able to find their number online and ask how to reactivate my account-they told me to fill out a form with a government ID and my payment information after which their trust safety department would be able to verify my account and unlock it. The problem is that the trust safety department has no number and they only communicate through email. The rep I spoke to didn’t want to give me the email address either and said I’d have to wait till they got back to me on the matter. Additionally when I asked why my account was locked they said they had no idea why it’s been locked and only the trust safety department can tell me. I was very frustrated by this because the trust safety department hasn’t reached out to me about my account being locked nor about it being deactivated. On top of that I had no way to reach them either to ask about this??? Overall the customer support regarding locked accounts was horrible and in the end resulted in me just completely leaving the service.

Most used app since becoming parents! We’ve renewed our subscription 2x now!. board usability. Wish Trader Joe’s would get on & then my life might be complete! app & the board & then my life might be complete! & then my life might be complete! fee we pay for free delivery year-round from Instacart is well worth it, and then some! The response-time & functionality of this app make grocery shopping at our regular stores simple, fast & amazingly convenient. We appreciate being able to communicate with our designated shopper in real time via the messaging feature and being able to provide immediate feedback on replacement items or refunds. My husband and I share our account but each have the app on our phones which means we can both add things to our store cart(s) individually throughout the day or whenever we realize we are out of something and then in live time we both are able to see what the other has added or when one of us has placed an order, when it’s likely to arrive, what needs to be replaced if applicable, etc. Since we started using this app over 2 years ago it’s only improved and we HIGHLY recommend to all of our friends & family with busy lives; with or without kids.

Needs more environment awareness. I 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.

A problem? INSTACART doesn’t care. I am a frequent shopper with Instacart. For the most part in two years I had wonderful people that shopped, communicated and delivered my groceries flawlessly. At times I have missing, damaged or wrong items which I report on the app and it is taken care of without contacting customer service. Here is my major complain. If I need to contact customer service it is a major stress factor. Many times my order was delivered to the wrong address. I make a phone call and finally speak to a live person. They offer to duplicate my order and I agree. Again my order is delivered to the wrong address. Note: As a safeguard I have very specific instruction on how to get to my residence from the grocery store. I also indicate the color of my door and the color of my wreath. My latest issue was I found torn grocery bags, broken eggs, damaged milk carton and many items that were ruined by the eggs and spilled milk. Their resolution was to give me credit for eggs and milk. The shopper is representing Instant and I believe they are responsible for the mess that was left at my front door that dripped egg and milk on my floors to my kitchen sink. I truly am a never again INSTACART customer.

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.

Hit and miss. They 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.

It’s OK...sometimes. If 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.

Stolen Groceries. 3 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 .

Always an issue. Okay 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.

Instacart shopping service. I finally decided to use this app on my phone, because I hate to food shop, have always and always will hate to food shop. Yet this condition was hurting me financially by putting me in the restaurants too often and therefore jamming up my monthly food budget. First off using the app was easy and yes, fun. I actually enjoyed making store choices without having to deal with store problems: driving, finding a spot, walking to and from car, unloading car, crowded aisles, checking out. Et:al. Pricing very fair. The first three times all I had to do was pay the driver tip. Then just the tip and a small nominal delivery charge. &4.00 I believe it will be. I picked out a time, and was advised my shopper Susan would be at my home with groceries during that time. She was indeed on time. Before this I was advise of Susan’s arrival at the store and her progress based on item numbers. I was also advised of just a few items that were not available, and that Susan used her better judgment to substitute the items with a suitable replacement. Once she got here she was pleasant and brought the groceries promptly through the front door and put them on the kitchen counter. I will definitely use instacart again to have my groceries delivered. A truly positive expierience.

Frustrated!. Instacart is great for those who are in need of shopping assistance. It’s very convenient, but the fees are through the roof. I’m frustrated because I had to pay an extra fee for my groceries to be delivered around 8:00am when I ordered them at 4:00am in the morning. The time slot started at 10:00 am, and there was a fee to choose the 8:00am slot, whaaaat!. I was ordering for breakfast time, i don’t get that. I’m not paying to have it delivered at 8 when the delivery time should have automatically started at 8am because of how early I shopped, and if ever you’re not able to cover a full tip, because of all of the other list of fees that are added, it is suggested that if there is no tip, your groceries are less likely to be picked up by shoppers. Is that the whole reason for the service, is to provide that delivery service. Also I wished that I could choose my shoppers, because I’ve gotten expired food several times, but I have had a couple of good shoppers who I wish I could choose to shop for me when I need certain things, the service can be improved. The service has its good and bad sides, I’ve just been disappointed too many times maybe. I haven’t given up yet because it’s so convenient. But the fees are beyond! and other things should be changed to be more fair for customers….just my opinion and experience.

Terrible customer service. First experience FAIL!. I had a TERRIBLE time dealing with instacart. My very first order said within 5 hours and my person picked it up within two, I was very pleased! But then he started swapping after I said not to or even when I requested specific things he didn’t even listen! Once check out was complete at around 2ish I DIDNT HEAR FROM MY PERSON FOR AN HOUR! I had icecream and milk. Once I messaged him about 50 minutes later, no response. Just finally got the notification for that he was on the way. So my driver had my milk and icecream out for over an hour! Of course it was completely melted. My milk was warm and I had some wrong items! The driver didn’t listen to put at the bottom step so all my eggs cracked! I’ve tried reaching out to customer service for over 3 weeks now. I sent them screenshots of mine and the persons conversation. Explained everything I could. NO RESPONSE! It’s now almost been a month and I have no response. No refund. Nothing. I email them about once every 5-7 days but still nothing besides an automated email saying they’re busy! I tried instacart because I was sick and have no transportation. I am so scared to even try it again. After this I don’t want to waste my money in melted, wrong, and cracked items!

Tip window. Instacart is screwing over shoppers why would you change the default percentage from 20% being the highest to now 5%??? People are likely still selecting the highest percentage option thinking that’s good enough these orders have been terrible since the update because instacart would rather onboard new clients allowing them to tip Pennies on the dollar and all the good shoppers will be gone soon. To those reading this look at the service from DoorDash or grubhub drivers and think how far the service there has fallen over the past few years. This will be the future of instacart. Please do the right thing and tip your drivers accordingly! It’s not like the food service apps where we simply wait for food and take it to you there’s times we’re dragging heavy carts with bad wheels with over 100 items going through the supermarket maze finding items in random aisles, bagging, taking cases of water up steps, making sure we pick fresh products. IC shoppers are not lazy! Would you want to spend an hour in a crowded store finding 40+ items delivering the order miles away doing about an hours work per shop for $11?! Base pay for a shop is $7 so that’s including a $4 tip…your neighborhood kid cutting grass makes more. Instacart do better! To the customers that use this app please realize that “delivery fee” doesn’t go to us and that it’s only the base pay plus whatever you tip, that’s it! For more information, please check out Reddit r/instacartshoppers.

Unhappy Customer. I’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.

Customer Review of Instacart. I appreciate a service that can shop and deliver food when someone either is unable or chooses not to go grocery shopping themselves. For the most part shoppers try hard to do everything they can to make this a positive experience for the customer. They read and follow instructions, text when needed to clarify instructions, and notify a customer when an item is unavailable (and ask if they can get something else if the customer has not picked a possible replacement). I realize that even the most careful and conscientious shoppers can make mistakes, since no one is perfect. However, these mistakes can at times be frustrating for the shopper. Especially if by just putting in a little extra effort by sending a quick text to clarify something would prevent the mistake. Today I received an order where I specifically asked for 2 pieces of fish I was going to cook for dinner. My order came and there was only 1 piece. Now I do not have enough servings of fish to make my dinner. This is frustrating. I don’t know if the shopper did not read the specific instructions or if the store was 1 piece short. If the shopper would have texted to tell me this, I could have asked for a replacement.

Instacart the place you want to order from a life-changing event. When I got home tonight I thought to myself gosh I’m tired. Do I really want to take that ride to the grocery store? Probably not. So then I began to sync. Well I’m really hungry, but there’s not really anything to eat here. I’ve been picking up groceries for years. Heavy groceries my hip my back hurts. What can I tell you for some reason it just dawned on me that most people tend to like to use the Internet and I’ve been learning things about things about apps no I’m not that old I’m not that young, but I am smart enough to finally realize my back hurts time to get on the Internet, sure enough I find this thing called Instacart that this woman used to order from that I worked for and it sure did look great with those things were delivered to her door. At first I thought I’m not rich enough to be able to order things off for Instacart, and I can’t afford it well think again with all the time I put into the libras walking in plastic bags of people in the store and a lot of unhappy faces. I begin to think it’s worth every bit of money that I have to spend . So here I was an Instacart ordering they made it easy. They made it incredible so I am now waiting for my first order the end. I guess you can call me a happy camper.

Love Using InstaCart. We really enjoy using Instacart to have groceries delivered. I only gave it 4 stars because I wish there was a way to choose preferred shoppers and there have been a couple of times they doubled up orders and our order wasn’t delivered until several hours after we’d requested and we had to cancel plans (the response was and “I’m Sorry and here’s $15 odd your next order. 😐). That’s only happened a couple of times, though, out of the multitude of times we’ve used InstaCart. Otherwise, it is so nice to choose what groceries we want/need (provided it’s available through the app and things are more expensive) and have it delivered. The app usually provides really good communication about the status of the order and it’s pretty cool to see which items have been shopped and which ones are left to be shopped, and we get to approve any changes that need to be made. It’s also pretty cool to watch the delivery status as the driver is heading our way so we can be prepared. Overall, we really love InstaCart! We have used it weekly for probably a year and a half now. It is a bit more expensive but if you hate grocery shopping or have a reason that grocery shopping is difficult for you, then this is a great option. It will also help you cut back on impulse buys!

Order cancelled by shopper on delivery. Extremely 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!!!

Only use if you absolutely have to otherwise try doordash. I only use this app because I don’t have a car and sometimes i need things that I can’t myself the day of. EVERY SINGLE TIME there is an issue with my order ie. shopper never comes, poor replacements/substitutes that are not equivalent substitutes, order comes with everything but the item I need and is just the extras. The app should have the option for customers to purchase items directly from the store first to mitigate any wasted time and money purchasing items only to find out they’re out of stock at that particular store, and shoppers should be educated on what proper substitutes are/items should not be substituted if there are no substitutes given. I purchased a hair color remover for semi permanent hair color and woke up to find *permanent hair color remover on my porch which I cannot use. So now I’m out $25 and have to go out of my way to make a return at a store I don’t frequent. This app is only useful for grocery shopping every other non grocery item I have purchased has been a terrible experience of back and forth between out of stock items and wrong substitutes which is a waste of time and money when you need something fast. Additionally they like to take on $5+ to your order without telling you, and you’ll only notice if you check your bank statements how much they are really charging you. Doordash is at least better with customer service

Not so great. I won’t name names, but I’ve dealt with this shopper before & had problems before. I find that the men shoppers are more clueless than the women shoppers. I did not authorize substitutions, but gave very specific instructions for certain items. He bought a huge quantity of cases of a type of soda that I did not ask for. I’m wondering how well this shopper reads, because he just doesn’t seem to read & interpret the directions at all. For instance, I wanted freeze-dried mangos. I specifically stated that I did NOT want dried mangos, but freeze-dried mangos. He bought dried mangos, which contain sugar & other ingredients. This is frustrating because I now have to return all of these items. I’m handicapped, so I have to wait until my helper comes to return these items. Then, when I’ve had to return items before, my refund doesn’t show up in my bank account for about five days! I always hesitate to have Instacart shop for me because I’ve had more unsatisfactory experiences than good ones. If you use this service, be aware that it’s a crap shoot. Sometimes you get a great shopper who texts & communicates, but then you can also get someone who does not communicate or follow instructions & makes unauthorized substitutions that you have to end up returning. Oh well . . .

Great way to earn money but very one sided. I love shopping for Instacart. It’s a great way to make money quickly however, this app/ company is VERY customer driven. Your shopper rating determines your earning potential and it’s not fair at all. Customers can lie and say items are missing from their order or that the order is missing all together and you as a shopper receive a lowered rating. Customers can also give bad reviews and rate 1 star for things out of your control. The lower your rating the lower your earning potential. The lower your rating the more likely you are to get the batch’s NO ONE wants like the low or no tip orders. Disputing the claims don’t do anything to help even when you take your pictures and attempt to text the customer when items aren’t in stock and the customer doesn’t respond. It’s very easy to have your ratings drop and harder to get them back up. The lower your rating goes the more likely you are to have your account deactivated. Instacart needs to fix this and make it harder for the ratings to drop. Anything below a 5 star review drops the rating as well so you HAVE to get 5 stars everytime. But I guess until enough of us shoppers get on them about this it will continue to happen bc hey the demand for this huh job is high so they don’t care if they lose a shopper however many shoppers care if they lose this gig job. Anyway just wanted to give anyone out there a heads up on the inside workings of this app to make a sound judgement and be aware.

Check your bank Account!. Not only did my shopper, on one item substitute it for another without communicating it with me but on another item which was supposed to be 2 but gave me one. The shopper also didn’t follow delivery Instructions. I could forgive that. But I was over charged 6x’s on the card I used which has it at its limit with pending charges. When I alerted the help desk they keep saying they show only one charge in their account but my account as of today still shows 3 pending charges. Which has left me penniless all weekend. Apparently they don’t know how a bank works with pending charges. It might drop off quicker for them but not for the customer. Who might need to use their funds. I just don’t understand why they felt the need to charge me so many times, I have never had this problem with Walmart or with my local grocery delivery service. Will not use this service again. If you like this service, I am guessing you have not ever checked your bank account from ordering the groceries to delivery, you will be charged several times, probably most of you have money to cover the pending charges and it is not a problem for you. But not everyone has the luxury of outlasting multiple pending charges. Now I know the extra charges should drop off my account, soon. But there shouldn’t have been extra pending charges to begin with which has left me temporarily penniless.

Christmas Eve Disaster. As 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.

Not sure how they’re operating business. Downloaded 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.

Needs Ability to REMOVE Loyalty Cards. I'm editing my previous review. I finally got my account working by calling into phone support again. I still can't REMOVE my old Sam's Club membership loyalty card that's canceled. Please add an option to REMOVE loyalty cards in the app. I’m having multiple issues with my Instacart account. 1. I’ve tried multiple attempts to reset my password, all have failed. 2. I can’t perform the account verification with a credit card since I didn’t have a method of payment on file, only had it set to Apple Pay before my account screwed up. 3. I have a leftover Sam’s Club loyalty card that will need to be removed from my account that I couldn’t remove before my account screwed up. I tried chat support. They never connected me to a rep, just the survey. I tried phone support, the call dropped while speaking with the rep. He never called back. I tried email support, they kept sending me pre canned messages instead of READING what I was asking them to do and trying to actually resolve my issues. As dumb as Siri and Alexa can be at times, Instacart’s support team is more incompetent. They might as well fire them all since a computer can perform better support than they can. I’m done with trying to resolve my issues. STAY AWAY FROM THIS COMPANY! I can drive to the store and get what I need faster than I can even try to login to their app.

Buyers Beware !!!. The Instacart Service itself is very convenient. The problem is that there are many hidden costs and fees that increase the overall cost to the ultimate consumer by at least 20-30%. Items may be on sale at the store itself, or more often, the actual costs are lower. Instacart pays for these items using their credit card, not yours, and they get those benefits. They may say that they had already negotiated set prices ahead of time... but then why not pass them on to the end user rather than pocket them surreptitiously. On top of this, if an item is not available and they “replace” that item... then you are charged the higher amount even if the replaced item is on sale. Worse yet, should there be an issue with an item or it is not delivered, you will be charged unless you email or call up to complain. And if granted a refund, the appropriate proportion of the service fee and tip are not credited to your account. Also, should you have an issue, if not corrected the first time, NEVER will the same rep follow up with you. Again, the service during these times is essential for some, but please be cognizant of these deficiencies and poor/questionable sales practices.

The App has Glitches. It’s good to have an app to which one can order groceries online from and Instacart has that, however, there are some features in the app that are not working such as the ability to delete an address from one’s personal profile. The app has the delete option and the button once in account settings and at the personal information, however when tapping on edit next to a delivery address and then click on the delete option at that particular address, instead of the address being deleted an error message comes up in white on a black background saying, unable to delete this address at the current time and the glitch can be replicated. And the app is also not accessible in its layout and the company’s technicians do not complete the order via phone in lieu of the app when the app is not working properly. And they want to investigate it before fixing the problem. Caveat, you had better taken a foreign language class in high school. I would not recommend this service for your grandparents or elderly parents until Instacart cleans up their act with the app and the help they have working in their customer service department. If you do have to contact their customer service regarding issues with the app, be prepared to do a lot of yelling.

Drivers stealing and false delivery time promises.. Sometimes I get what I order but never trust them to get produce unless it’s frozen. Too many times we have gotten rotten or moldy produce and tell them to please make sure it’s not but of course they don’t follow directions. A lot of the times there’s missing items that they say they bought but don’t show up or we end up with 5 boxes of unwanted protein bars that I’m allergic to. We get our money back when it happens but it’s still frustrating. This past month we ordered and the driver stole half of our order. It was only the essentials we needed for the week that were stolen (bread, milk, bananas and vegetables). The driver refused to call to confirm she was here and walked right in the building then said she was getting the rest of our stuff from her car and drove off. Clearly not her first time doing this and we look like we’re getting a refund for stuff that should have showed up. Pay drivers more so they don’t feel the need to steal. And we placed an order yesterday night for today to show up before an appointment that cannot be rescheduled and now the order is delayed for 4 hours after our window we preset ahead of time. We’re tipping 30%+ so it’s not like it’s that reason but we set the times for a reason and this app is literally supposed to make grocery shopping less stressful for busy people and clearly not working.

You did me so wrong. After being a loyal customer for 2 plus years ordering groceries weekly sometimes bi-weekly and probably tipping above average … you locked me completely out of my account and flagged my entire address so that NO one in my house can make an account simply because I reported a shopper for stealing on my property after she left the groceries. I only asked for HER not to return and you said oh we will take care of this and as soon as it was reported I was unable to ever place orders again! So I guess you are not allowed to report a shopper or YOU will be punished. I have a disability that makes it very difficult for me to shop. Instacart was a life saver until it wasn’t. I bragged about you guys to everyone I knew. I told people yes you should get instacart too it’s great! Well all of that has changed. I let people know what you have done to me and how devastating this has been for me. No one will talk to me you give me the run around make promises you will look into the situation and no one not ONE person helps me. You say it’s out of your control because of trust and safety and low and behold trust and safety is actually apart of instacart. You say a manager will contact me no one does. You refuse to help me and have left me in this situation now for over a month. I don’t understand you instacart. You really do your customers wrong. Some people really need the assistance. It’s terrible what you have done!!!

Zero Customer Support??. Zero Customer Support?? My first order was canceled then I received a notice that my other two orders were canceled! The shopper said she knew nothing about it then immediately logged off. The following day I received a notice that they were delivered! Like heck they were!!! I hope I don't receive a charge for them because I cannot get a hold of them! In addition they need to refund several items since they included items to make a dish and the two main ingredients were in the other cart that wasn't delivered! I'm not spending $100 (min) on a dish that doesn't have the main ingredients! Their reasons for cancelation were bogus (because the store had different hours and low stock? Excuse me? They were open and had the ingredients!!) I don't know what they're up to but I'm really disappointed in the fact that there's NO ONE to speak with! They say to go to the website but the website just refreshes with the same image and you cannot click on it. It appears they've also whited out the comment section for review as well! So be sure to write your comments on a black email and change the color to black or dark gray or something similar.

Express Delivery is a Scam, Item Quality Suffers. I had a Instacart for two years and saw the quality of my ordered products quickly decline. I was getting produce and dairy products that were rotten or expired despite leaving a note for my shoppers to get better quality products. It honestly didn’t even seem like they were trying. There was more than one occasion where I ordered using express delivery, and my order would be delivered late. The last straw was my final express order where my shopper hadn’t even begun shopping until my delivery time frame was about to be surpassed. When I reached out to customer support to cancel the order, they told me that there would be a $15 cancellation fee, but they would waive it. Though I appreciate them waving my cancellation fee, I find it ridiculous that you would offer a service like express delivery at an extra cost, not actually provide that service, and then tell the customer that they would be charged a cancellation fee otherwise. The customer support representative told me that there was a high demand and multiple orders that my shopper had to complete which is why there was a delay. I understand high demand, but perhaps you should not offer express delivery if that’s going to be the case. You’re essentially tricking your customers into paying extra for something you’re not going to do. Ultimately the poor quality of my items and the false advertising contributed to my decision to cancel my subscription.

Misleading. So, 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

Very helpful app, but.... I had to post this! I submitted below review a few days ago. Within 3 days I received a response from Kodi, that they will look into this issue immediately. So I m VERY impressed! THIS is what I would call a great customer service and focus on customers’ needs. Although I am confident that my suggestion — having an ability to open the items I’ve marked as my “Favorites” as a separate list to shop from — is a good one and that many shopper would likely find it extremely helpful, still; developer could have ignored it and moved on. Well, THANK YOU, Maplebear, and THANK YOU Kodi, for not ignoring a good suggestion. I look forward to seeing this feature in the app very soon. This app is great on everything that I’ve explored so far. However, I noticed one big flaw (at least in my view): you cannot open a separate list that contains your favorite items, nor can you sort all items by your favorites. This somewhat defeats the purpose of having this feature in the first place, to be able to mark items as”favorite”. Perhaps the next updates can incorporate this also, where I can view my favorites, because I believe majority of people keep buying the same stuff most of the time.

Great App, Needs Some Work. I 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.

No Cancellation Option. I generally love using Instacart. It’s a good option if you can’t make it out to the store for whatever reason. However, seeing that some of the items were not available, and I do need it for my babies, I wanted to cancel my order so I could just make the trip myself. I changed my mind within a minute of submitting my order. And there was no way to cancel, because a shopper was already on it. While that’s not a bad thing, it doesn’t allow the buyer enough time to cancel if they need to. Instacart should work on a policy for this. Like give it 5-10 minutes before a shopper starts, to allow enough time for a person to determine the urgency of getting something themselves or letting a shopper shop for them. I know some people may not like this, but I wouldn’t mind waiting, if I saw that it would be more worth it for me to take the trip. Seeing that some things that I needed for baby now are not available, it would make sense to have a policy for this example. Because not only do I not get those specific items, I wasted money on fees when I could have gotten them myself. I’m not trying to refund for that item or get something similar. It does not work for picky baby eaters. So after I get my order, I’m still going to have to go out and get those item myself. Not just annoying but such a big waste all around. That’s all.

Great app but BAD SHOPPERS. The 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.

Great service, one time issue only. I love ordering from my phone. The cost of delivery and tip is worth me not having to leave house and put miles on my vehicle or deal with aggravation of crowded stores. The closest Publix is about 15 min away so I’m already committing to at least a 30 minute drive. I only had an issue one time - I ordered things for dinner (it was about 5ish). I should have ordered earlier but I didn’t know better. It was about 2 hours in and no one started working on my order. I called IC to see what their policy was and what the recourse was if my groceries didn’t come. The lady said “then it will just come tomorrow”. Which of course was unacceptable since it was dinner and I work for a living and wouldn’t be home. I ended up going myself and, as I was in Publix, someone started working on my order. My fault, I had forgotten to cancel it. I told them right away obviously through the messenger system. But, I’ll just always remember that ordering sooner is better. I wish there would have been a way for someone to say “no one is available for 2 hours, fend for yourself!” Keep in mind I live in a small city, mostly rural. I’m surprised we even have this service here. I love ordering groceries on lazy days!!! I also save some money from not going in the store and getting things I don’t need. Thanks IC!

Kathy. Several of my items in my pick up order were missing. I called foodlion and I was told that those items had in face been given to the wrong person. Not only did they not have to return the items they weren’t charged, which that’s perfectly fine with me. My issue is that I then had to go to the store and pick up those items and still charged for them. I was the only one that was inconvenienced. I expressed that I understand that mistakes happen as this was not the first time but to repeatedly have these issues and I’m the only one that is losing out is not okay. I ended up speaking to Kathy’s and her customer service and telephone etiquette is not up to customer service standards and I believe she really doesn’t like her job. While conversing with Ms. Kathy I was given attitude. I was told that the other customer had nothing to do with this and why was I even bringing that customer into the situation. She asked what was she suppose to do about it ? I expressed to her that I was in no mad enough with her to give me attitude but I was the only person that was being inconvenienced and what was foodlion going to do to rectify the situation. Long story short, I did end up with a refund but it was not without incident and not given as a refund that wanted to keep a customer. My suggestion to Kathy is….if you aren’t excited to deal with the general public during the good and bad times, find another job.

Pay Attention to Unknown Charged. I 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.

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Awful!. My first experience of using your app was so disappointing. I ordered the items and according to your recommended time slots, they were supposed to be delivered by 11:50 am! Now, this is 12:55 and the shopper hasn’t arrived yet! I missed my bank appointment because of your inconvenient service and lack of responsibility. I won’t use your app again. I wrote this review to say you lost one user, if it’s important to you!!!!

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.

Awful. No 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.

Crooks!!!!! Stay away. My 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.

Very bad service. A lot of my ‘fresh’ produce was soft or rotten. Terrible. Never again trust them.

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.

App is okay but horrible customer service if something goes wrong. The 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.

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

Poorly responsive customer service. We 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.

Terrible. Wrong orders. Cancelled orders. Their 24/7 customer support has been unavailable for days. Trash service. Do not use

Unfair crazy marked up prices. Before 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

Absolute garbage. After 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.

DONT USE. I 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

confusing layout. This app is very confusing, wAs charged 92$ for asparagus

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.

Diabolical payment structure. They 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.

Overcharge. I 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?

Scam. you 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

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

Items are expensive then the store price.. Besides an annual subscription, there's an Instacart service fee per order, so it's never free even if you have paid subscription. I have the actual bill for the items purchased through Instacart, and they've exaggerated the price of each item by almost 10-20%. Ridiculous.

Scam. They’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

Terrible for customers and shoppers. For 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.

Hidden fees. I 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!

Not worth the trouble. Screwed 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.

Terrible experience. My order was cancelled and my credit card was charged.

Canadian passport not a valid ID. Their 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.

Don’t deliver and take your groceries. Terrible 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

Garbage. Trash 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.

Bad service experience. It 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.

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

Took money out of my account. I 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 😞

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!!

Not worth the trouble. Tried 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.

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.

Terrible costumer support. Slow reposes and unproductive

Delivery Is a dream. Ordered 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.

NOT FOR CANADIANS. I don’t know why apple let you put the app in the Canadian App Store if you don’t deliver to Canada.

Charges you without your consent. I 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.

Great idea, bad implementation. Most 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.

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!

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!

Robbed. After 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!

Scam. Advertised 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.

Awful service. Complete 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.

Customer service is poor. Took 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.

Terrible service. Ordered 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.

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.

NOT WORTH IT. Ugh 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!!

Free Delivery isn’t what it’s chalked up to be. Looked 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.

Scam. Supposed to charge me 27 charged me 50 instead

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WARNING- don’t depend on getting groceries. We put our order in 2 days in advance when going on vacation to a place where we had no food available. We requested a 5-7pm delivery window. Never received a text, never a call, but when no one showed at 7pm, I opened the app (glad I downloaded it) and it says 8:30 for the new window. Okay, then I check at 8:55 and it says 11:00pm. Interesting as the local grocery store closes at 9:00. Now we have no food for the evening or the morning for our family. The best part was when I called customer service. They said there were more orders than anticipated- well I put mine in 2 days in advance and you should have cut it off. Asked how they would deliver food at 11:30 (they pushed it back again while I was waiting on the phone) and she said the system doesn’t know the store hours and moves the times automatically when it’s not getting fulfilled regardless of if there is actually anyone to fulfill it. So the system that knows the stocking level of every item in the store to make replacement recommendations isn’t smart enough to know the store hours? “When will my order be filled then? Can you make this a priority tomorrow morning?” Answer was “no.” That’s what I say to this “service” that doesn’t even give a courtesy call or text when they are going to ignore the order you are depending on to feed your family.

Horrible customer service. I’m getting ready for major surgery and tried to order from 3 stores on the same day to get food in for my caregivers and myself. Instacart inactivated my account (after having used it for years), with no warning. I called. They said my credit card did it. I called my credit card, no, it was Instacart. Called IC back. Yes, they did it to make sure there was no fraud , but it would be fixed in 30 minutes. It wasn’t. Called again. Now I had to send copies of my drivers license and credit card with numbers blocked out to the fraud department and it would take 24-48 hours. I’ve called every day since. It’s still not activated. Until yesterday, I wasn’t even allowed to talk to a supervisor. It was suggested I create a new account and new email. I said what about the $99 I paid for delivery/year? They said they couldn’t return because my account is inactivated. I said that’s like paying for a pair of shoes and not getting the shoes. You can’t call the fraud department, only email. They said they can’t call them either. Huh?!?! I read on here other reviews with the exact same complaints. What kind of scam is this?!?! If this isn’t resolved by them by next week, I’m going to let my attorney get involved. It may only be $99, but it’s the principle of the matter. I’m not sure how they are getting away with it. I guess I’m going to find out

Stay Away!. I have never seen such a horrible company, combined with a useless app. I placed an order 5 days ago. Almost immediately, a message popped up saying Fred was “shopping your order.” I remembered something I wanted to add, but the website didn’t match up to the instructions on how to change an order. Apparently, once they say someone is shopping, you can’t make changes. The next day, Fred was still shopping! Midday, the notification changed to tell me Christopher was shopping my order. He’s been shopping now for 48 hours. Obviously, they’ve either got a computer that randomly assigns a name as the supposed shopper, or there’s a manager doing this. It’s all lies. My first delivery time came and went. A new time was assigned without asking me. That time is now over 24 hours past. So those delivery times are also just fiction, like these supposed shoppers. There was never any chance that they were going to shop for and deliver this order on time, but they lied and said they would. In the meantime, they put a hold on my credit card for more than the amount of the order. Help from Instacart? Absent. No online help at all. If you search, you can eventually find a phone number, but when I called, the initial wait time was 92 minutes. As I waited, that time gradually went up, until I gave up around midnight with a remaining wait time of 105 minutes. So stay away from this company and its useless app.

Costco Instacart thumbs down. So 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!!

Employees are too lazy to pick up entire order, and INSTACART IS OKAY WITH THAT!. So I’ve used Instacart in the past with little to no issue; however, today, I ordered about 9 items only to be refunded 6 of them. I called the store while the Instacart employee was still shopping to see if the items really were out of stock, and, lo and behold, they were actually in stock and on the shelves. When I messaged the employee to see what happened she lied and said they weren’t on the shelves and must have been in the back or something. I told her I wanted to cancel the order, she didn’t respond and dropped off my 3 items anyway. I decided to drive and find the items myself, which was easy enough to do. They were all there, including a replacement item I asked in case one of the items was out of stock. What a waste of time and money I didn’t need to give to Instacart. I decided to let Instacart know about my experience. I even sent them pictures of the “out of stock” items. They apologized that items were out of stock, but I wasn’t charged for them, “so here’s $5.” They refused to take responsibility and even acknowledged that I was basically lied to by an employee who was too lazy to ask someone where to find the items. I’d be wary to use Instacart in the future, if I were you. There are plenty of other grocery delivery companies that take your orders more seriously like Shipt.

SHOPPER STOLE MY FOOD!. I recently have been using the app to buy groceries and it has been good, but last week I bought $100 worth of groceries and my shopper was almost done with my order and asked me to confirm a couple of things that weren’t found bc they had to be replaced. Once I replaced them I closed the app and re opened it and it kept asking me about my replacements and it said requested and so it kept doing this to me for about an hour and my delivery time got pushed back. Eventually I got a different shopper and he grabbed what was supposed to be replaced but Instacart said he had gotten my whole order. When the guy came he had about $15 dollars worth of things and I asked him about the rest and he told me that it was all he was asked to get. I told him okay and I made a report to instacart about the incident instead of refunding my money because I needed the groceries ASAP. Once I submitted my report I waited a couple of days and nobody ever reached out to me. So I made another report and asked for my money back, but when I did that I got a reply saying that I could not submit another report so I have to wait for someone to get back to me. I am not able to get my money back and I am not currently employed and to make matters worse I can’t even get my money back because I can’t even cancel my original issue. It’s been about a week and still have no response. Hope this helps anyone!

Genius. Instacart is genius. From one app I can conveniently shop from various stores and have them delivered to my front door within 45 minutes (priority) - 2 hours. You choose a store from Fry's, Safeway, Target, Costco, Basha’s, and many more! Just add items, set up replacements if prompted, schedule a delivery time, and place your order all through the app. When your order is picked up by a trained professional shopper, an open line of communication begins in the app chat, which are also sent as text notifications to the phone number linked to your account. Your shopper begins shopping your list will inform you of any product unavailability and this is updated again on both messaging/app, to have you approve or disapprove of replacements throughout in store shopping. Also, you can check out with one transaction and have multiple stores/deliveries. Obviously if you do this you have three different people your communicating with at three different stores so keep this in mind when Insta shopping multiple at once. I use this for everything now. Tipping is important so take care of your shoppers.

Concept Great. I love the idea of InstaCart, online shopping made easy and amazing speed of service. However, every order I’ve had has 1-5 products that differ from what I order. I’d prefer waiting a bit longer if it means my order is correct. Having $10-20 in groceries that I don’t want and cant eat because it’s not sugar free and shoppers don’t read this despite my notes capitalizing it is frustrating and will result in my canceling service if it continues. Additionally, this last time shoppers dropped off groceries an hour after I order them (Amazing speed!!) YET never called or texted me and I was inside working. I didn’t see anything other than a general text from InstaCart so groceries were outside another 7 Hours, ruining $40 of groceries as it was a hot day. This is no fault to Instagram except to request you train shoppers to 1)get correct items, especially when sugar free as you never know who has special needs 2) text groceries were dropped off if they were and there’s no knock on door. Again, these are minor issues if occasional error but at this point in the past month I’ve donated or thrown away a total of $100 and ordered 5x I think.

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!!!

Horrible. My shopper replaced a box of pop tarts with a case of pop tarts, but still brought me a single box of pop tarts. OK, I’ll just contact customer service and get a partial refund. Chat interface is the only readily available way to contact an Instacart rep. Said I had a 28 minute wait. 4 hours later someone finally gets in touch with me. They ask me to wait a couple more minutes. I never hear back from them. Time to get back to the end of the line. I wait from 4PM until midnight with no response. I went to bed. Woke up and had to get back at the end of the line again because apparently someone finally answered after I had gone to bed. Five hours later I finally get through to someone who offers me credit or a refund. I had signed up for the express membership for 10 dollars and figured I still had a month to go before I (absolutely) cancel. I may as well get the credit and try to make the most of the 10 dollars. So I sit for a good hour shopping and go to checkout to find their are no available times for delivery OR pickup. Its been that way all day. I realize its busy right now, but how about allowing people to contact you by email so they don’t have to hawk eye their phone for hours on end? And if people aren’t going to be able to use your service as often as they would like then why are you charging them for a membership? Theres 10 dollars I may as well have flushed down the toilet.

Worst delivery app and terrible customer service. I recently have become incredibly ill to the point where i get sick just going to the store so instacart was the best option. I ordered an instacart order several times a week and would often run into mistakes from the shoppers which wasn’t a big deal at the time. I would ask for a refund for missing items or let the app know that my shopper messed up. There were a few times as well where i’ve had shoppers literally steal my entire order and I had to wait to reorder my food or fight with customer service about getting a refund. Finally the last order I made, my shopper forgot three very expensive items. I went into the app to report them missing and i was told i couldn’t get a refund because of “too many complaints” made. I then had to appeal that decision for days so that they would give me my money back. I had to send several emails in which they would respond with “you’ve complained too many times and this decision is final.” After days of complaining they finally gave my money back and said that my account was on lockdown for sending in complaints. So long story short, if your orders come in wrong too many times YOU will be punished for wanting YOUR money back. Safe to say I deleted my account and despite being chronically ill, I have to find another way to get my food.

Worth it if ur not on a budget. As a mom with a wild toddler and a busy life Instacart let’s me get food in the house without the hassle of chasing my kid around the store. I do love getting my groceries delivered. HOWEVER I am absolutely mad about is the extremely high membership fee that got pulled without my knowledge and when I called to get a refund they said I had called 1 day too late. If my grocery store would let me use my rewards with Instacart I would say this is a win and wouldn’t have minded being a member. But since that’s not the case and points matter to save money I do not find this to be worth the $250 (I didn’t have) that was taken from my account after I was positive I had cancelled before the free trial was up. The only thing the service rep did was cancel so it didn’t renew next year besides that he was rude and practically hung up on me and I was beyond polite. I have a feeling if I had asked to speak to someone else I would have gotten my money back or was able to purchase a different membership with a lower fee. Instacart almost had me, if I had spoken to a polite person on the phone my review may have been a 4 and I may have renewed next year but at this point I will not be doing that. But the people who deliver are great! All nice and have never had any issues with them or the way the app works when replacing items. Great communication to get the shopping done.

In all, fairly happy. First two attempts were loaded with issues, starting with that I forgot to add my membership number and that the app didn’t force me to fix it. To my address was updated to be incorrect (missing house number). To ending up with all but the cheapest item removed from the trip, and it used both promos. Customer service credited me a $5 promo (replacing my $15), and the app credited me a second time (unexplained) for $10. Fixing issues on my end I tried again, none of the items that I ordered arrived, but an entire grocery trip from someone else was dropped off. Customer support said that I could keep the items for free, and gave me an option of how to fix (still wanting my items, and believed there was a chance things would work out I had them order again). Third time worked out splendidly, much as one imagines the service should work, so I immediately set up a fourth order, for the main item that I wanted the first time, and quickly enough a shopper picked it up without issues. In all, assuming nothing funny with payments going forward then I am very pleased, albeit now with a bunch of items in the house that need to be donated to a good bank or such.

UPDATE. The 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.

Very good. So I’m writing this review based on a bad experience today. I never have issues with Instacart - except today! I ordered almost $200 of groceries today with Instacart and the lady who brought it put all my food at the wrong door. I tried messaging her saying it was at the wrong door and she ignored me. I was furious. So I was walking around with my two kids trying to find my stuff at others doors. The picture she took had a welcome mat in the picture and I don’t even have one. plus I have a ring security system that notifies me when someone is there. She told the customer service that “she did put it at the right door” yet in fact she was wrong and couldn’t even say sorry 😞. THANKFULLY Instacart has wonderful customer service and fixed the issue right away for me. They were super kind when I was upset. Being a single mom and spending a bunch of money on groceries is hard enough but then to have them misplaced!! I was on the verge of crying. Thank you Instacart for being reliable and helping me. I understand Instacart can’t control the actions of drivers but they are super helpful and worth using!! First bad experience all year!!

not with EBT. I 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.

Deceptive but convenient. I definitely loved the convenience of ordering my groceries online, not having to spend extra time shopping in the store, etc. However, every item is marked up compared to the actual store price on top of the delivery fee, service fee, and tip. I do not mind paying a tip. However, I do mind paying more for each item in the store when I’m already being charged a service fee. This practice is deceptive. With all the fees and increase in pricing I paid an extra $20 for my groceries. The charge if I bought items, myself, at store would have been $49. I spent $69 for the convenience. Even if I got the $99 yearly membership I’d still spend at extra $520 to get $50 worth of groceries every week and (on top of the $99/membership fee) so you are already at $620/year for the convenience of someone shopping for you and delivering your groceries. That’s fine if you are willing to pay for it but it would be great if Instacart were more upfront about the cost. I keep reading that one reason for the service is to help the elderly, differently abled, and others who can’t shop and/or drive on their own. If the company really cared they would be more transparent about their fee practices instead of prying on already vulnerable populations. 2 star for the convenience, ease, and fast service. -3 stars for everything mentioned above

Very difficult to provide feedback.. In general, the app works well and issues are resolved promptly. I looked everywhere to make a suggestion, but was unable to find a way to do that, so I’m using this review for this purpose. I use Instacart a couple times a week on average. In my area there are over 40 stores. Nice selection, but it is often difficult to find the store I am looking for. There is no Search feature to find a store. No way to list favorites, and the stores are not listed in alphabetical order. I would like to see a feature added that makes it easier to find my preferred stores. Additionally, I would like to be able to indicate a preference on which store location to use (or select no preference). Why? Stores like Walmart, SHOPRITE, Stop & Shop, etc have multiple stores within shopping distance but they don’t carry the same selection of products. There is a small Walmart and a Superstore near me. Instacart doesn’t distinguish between them. So in some cases my order is fulfilled and in other cases I end up with very few items. I don’t mind paying the tip and fee for shopping, but when I have to repeat the shopping trip myself, it wastes time and money.

don’t waste your money. edit: updating this review from two stars to one star. in the last few weeks, this app and the customer service have gotten even worse. someone at instacart made the idiotic decision to disable the ability to add items to your cart after purchase AS WELL AS disabling the option to edit your replacement choices, yet no notification of this change was ever sent to customers. customer service agents in the chat and on the phone are EXTREMELY RUDE. i don’t call in cussing and yelling, i ask my question then have to get firm with them because instead of actually answering the question i have asked they just read to me from their script. then when i ask my question again, they start talking over me and repeating their scripted lines. today, a representative in the chat MOCKED ME instead of helping me, then i had to call instacart THREE TIMES before i got an answer because two reps hung up on me. the third rep tried to blame customers for her colleagues’ terrible attitudes. i can just get my groceries from door dash instead. if it was a one time occurrence, i wouldn’t mind. but this is the third time that an order i placed and paid for was never picked up by a shopper. if i’m paying for something to be delivered within two hours of placing the order and it’s not even picked up by a shopper for hours... what is the point? why am i still using your service?

The worst Customer Service Possible!. The app it’s self is a very good user-friendly app, but that isn’t worth anything if the company behind it has no regard for the customer. When I called customer service I am always sent to someone offshore. Usually, English does not seem to be their strong point. I did like the feature of having someone be able to order for me, as I am a blind senior over 60. However after the second order was placed I received an email from the safety and protection department saying that my account, while still in the trail., Was suspended. I was told that I must upload a picture of my credit card. Only then with my account be reviewed. I called back to customer service and explained the situation that because I am blind and living alone I am unable to take a picture and no weather the kite is in the picture. I was told that my account would be escalated and that someone would get back to me within 24 hours. It is currently 72 hours and counting later. Upon the most recent call I was told that nothing will be done unless I send a picture, even though it is impossible for me to take one. The only solution was as I was told, to go ask a stranger or a neighbor to look at my card information and then send the picture to them. Customer Service is good at lying and saying yes to anything and doing absolutely nothing. Their customer service is useless!

Expensive. I got a year subscription so I’m tied in. I really do not like how they use plastic bags which WE have to pay for To just transport the groceries from the grocery store to my house. Why can’t they have their own reusable bags/boxes/coolers to fill with groceries and transport it to the persons home, unload and take it back and reuse it again?! It’s not only cutting down plastic pollution but cutting back on our costs. The world doesn’t need more plastic bags in the oceans and land. I use to be able to use my Ralphs rewards card but Instacart changes that so I don’t get my normal discounts which I think is unfair. I also know that the instacart deliverers uses their reward cards on my groceries, so where is the reward discount money going? I think the service fee is ridiculous. We already tip the delivery people. I buy wine quite frequently, I buy six bottles at a time because you get a 30% discount, but this does not apply with Instacart so what happens to the 30% discount that we are supposed to have?!? this also applies to some discounts and other items to why doesn’t apply the same wait for us?!? I do love the convenience of the service but it has gotten a lot more expensive. I strongly feel that the usage of plastic bags is really bad when there are so many other better alternatives.

Overcharged. It’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!

SCAM. This app needs to do something about these shoppers. I’ve ordered many foods from this company but it always leave me upset. The unnecessary overcharge is one thing but the shoppers recklessly not following a basic grocery list! I’m busy with work 24/7 so it’s very difficult for me to go to the grocery store in and out and take care of my family while getting these papers done. The first two times, I had my orders missing and I decided to let it slide! But the amount of times I have to deal with shoppers not giving me the correct items or giving me the wrong item without telling me! Or they would just refund the item without finding any alternatives WITHOUT TELLING ME. I had the shopper refund an item cause they ran out, so I decided to go to the store myself 40 minutes later, and they had MANY IN STOCK. I thought that maybe they just got restock but the worker told me they had it the whole day! I asked for 1 piece of garlic and the shopper gave me 8 but they were all ROTTEN. It takes basic common knowledge to not get expired food. These workers do not double check the items and it always leave me unsatisfied. And when I discuss this issue with the help center, it’s utterly pointless and they make you wait for 15-20 minutes for a decent solution. The overpricing on these fees are just plain ridiculous and the shoppers not caring about your list. Will not recommend

Instacart cancelled my first order!. Very disappointed at my first experience with instacart. I placed an order for pick up at Wegmans to avoid the thanksgiving rush. When it came around to pick up time I checked the app to ensure I didn’t miss an alert. Instacart CANCELLED my order. I checked my email and they sent one saying my account was flagged as potentially fraudulent. They needed me to send a picture of my driver’s license and my bank card; I sent it. That apparently wasn’t good enough as they then asked for me to send “A selfie holding your photo ID up to your face, so that we can verify a match”. This is extremely excessive and am now questioning if this is even the company. I called the 24/7 customer service line and the women was very nice but told me there’s nothing she can do and I have to wait until tomorrow to hear back about a solution. In all, my experience with their “issue” was not resolved on a quick manor and was very strange. I think it’s odd they would flag my account on my first order and ask for so much information. For this to be an app when you can get your groceries so quick you’d think they would have more of a sense of urgency to solve the problems.

Thieves!. PSA : #Instacart -thieves!!! I have been using their service for over a year. TODAY, they chose to hit my account for $149 for a year of unlimited service. This is an offer that is given to you at the beginning of your membership, which I opted out for THEN. They tell me otherwise. I use the in store offers to get my free delivery. They took my money this morning and I canceled ASAP, however they won’t give me my money back for 3-5 business days! That is complete and utter BS. This offer went into effect it seems because I made a password change when I noticed that my loyalty card for #Wegmans fell off. They refused to help me, instead they repeatedly read off of a script. When I asked for a supervisor, “Vaughn” was kind enough to at least say “Ma’am” each time that he read his prepared statement to me. Might I add it took over 10 minutes to even get connected to a supervisor?!?!?! The lack of respect and customer service I received was enough to make me pull out of their service. I’m sorry that someone will no longer have me on their Wegmans route, I always have a big order and I am a huuuuuuuuge tipper with a BIG EFFING MOUTH. Be prepared to be bashed everywhere Instacart.

Customer service lacking so they can make more money.. This app used to be convenient, then they started monetizing everything and I do not even mean the insane item costs and delivery fees…Im referring to how they constantly take basic features away that are pushed to bait you into using the app ex. shared carts between household members etc then they lock those features until you upgrade to a costlier tier…today I received an order with missing items and while instacart used to refund you your money( since you paid and did not receive the item you paid for) they now keep your money and will only apply a credit to your account for a future purchase so you can’t get your money back. When you pay for an item and don’t receive it or recieve your payment back that’s called stealing. This app has really been getting worse and worse. Especially when it comes to purchase protection. There are other apps that provide the same service and back your purchases. Not to mention these poor instacart shoppers have to deal with a glitchy app system where they will occasionally have to cancel your order after shopping most of it due to app glitches. Tried to be patient with this app but I won’t suggest it to anyone since it constantly stresses me out.

Life Saver!!. This service is so convenient. I am on permanent disability and I am able to go to the grocery store but most of the time it’s a lot of hassle putting the groceries in the car putting them on the conveyor about putting them back in their cart putting them in my car then unloading them when I get home that’s a lot of work for me and my joints. I’ve been using this service now for approximately a year I don’t always use them for grocery shopping because I’ll go to the store sometimes but especially on the days where I have a migraine and I need to get groceries this is my number one go to.. I’ve had no issues whatsoever with the customer service team the delivery drivers are very efficient and nice they always ask for approval if they have to switch an item because it’s out of stock. Overall great service delivery is quick within two hours or you can even schedule your groceries to be delivered at the time you prefer for example when you get off work do you know what time you will be home and the groceries will be arrived shortly after you get home so that’s super convenient. Overall I would rate this app five stars 10 out of 10 customer service! :)

I like InstaCart but computer problems drove me nuts. I have used InstaCart before and I loved it. This experience was a disaster! I could not sign into my account because it said the email address was already in use! Yes, it was me! Called for help and the lady was very nice. Had to delete the account and start a new one. Doing fine and then items I put in my cart were not there anymore! Problems persisted and in the end, my delivery was short of several items. The most important was water. As a kidney patient working with only one kidney that is at stage 4 renal failure and the other one removed due to cancer, I need lots of water! I also wasn’t able to see my charges to see if water, stevia and several other items were charged! I also suffer from fractures in my back and I can’t pick up heavy things and I am at risk for becoming sick because my immune system is weak! I have to depend on an alternative way to shop and I need to be careful with my money! I had 4 calls to InstaCart to try to fix the problem! They were very nice, but the problem is still there now, 2 days later. InstaCart! Please fix this! I desperately need this service!

Shamefully screwed up app considering how important it is. Home 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.

Fast but.... I have to say I like Instacart, but they need some improvements. You can’t use your store loyalty cards, specific discounts, or get a real receipt back from them. So you’re just paying inflated prices and the sales and coupons just bring the cost down to slightly above store price. There’s a very small selection of items in some categories, as one brand that has 30 flavors in the store you’re ordering from will sometimes only show as one flavor available. The people who work for Instacart are OK, but you never get a paper receipt. They keep it. This means if you use rebate apps, say goodbye to that! Not only do they keep your receipt, some Instacart drivers will keep that receipt and use it with rebate apps, stealing your rebate money. So I find the service with no physical receipt sketchy at best. You can use it with cash back apps as a % back but it’s only like 1% on apps Instacart partners with. Some Instacart people will go out of their way to find the item you want, while some will deliver you squished bagels. It depends on the people. It’s a gamble but if you’re in a bind, try it. I schedule my groceries with a ton of snacks and schedule it for right before guests get to my house. However, sometimes they’re so fast that Instacart is here early by an hour. Not a complaint, just a little bit of a surprise!

Doesn’t work, is the biggest rip off. If I could I would give 0 star rating. My order got cancelled on me without any warning: which on the app it said order was confirmed, delivered, and I was charged. however my order was NOT delivered and I was charged. I even reached out to the shopper saying you were suppose to be here 30 mins ago and you haven’t even started shopping. And no response. I called the support help and that pushed my original order that I paid the extra fee for priority late by over 3 hours. Which I was told I was being refunded for the priority fee, but have not been. Then when I finally did get my order the shopper left the original receipt in the bag. And two items I didn’t order. I called again, and was told I wasn’t charged for those items but then someone else isn’t getting their order. And I saw that I was insanely overcharged for each item vs. going to the store myself. There is already a delivery and other fees the instacart customer has to pay, and now seeing I am paying $2+ more dollars per item is insane. You guys need to get your crap together. I will never, ever use this service again. It’s a freaking rip off. And it can’t even be dependable when that is the ONLY selling point. And for all my frustrations and horrible experience, I wasn’t compensated for anything. This is the worst company.

Convenient but unreliable timing. Delivery is not free with purchase of subscription. Almost every single time that I choose the free (within an hour to an hour and a half) delivery it’s late by about an hour. I pay for the Instacart subscription. To have to pay an additional $2 per delivery to ensure that (maybe at most a 75% chance) my order will arrive on time (within an hour) is a rip off. More times than not, when I choose the free delivery my order is over an hour late. Not reliable. It’s hard to be a mother, entrepreneur, and homemaker. I rely on this to assist me with the time I lack. If I plan it wrong my groceries will sit on my front porch until I can get to them. So I have to rely on the schedule it gives me. But when it’s over an hour late and I need something for dinner it’s very frustrating. It’s an extremely convenient service. But timelines are unreliable. And I once had my groceries dropped off by someone that clearly chain smoked in their car because my items showed up and even the plastic bags REEKED of stale cigarette smoke. So badly that when I opened my front door where my groceries sat, I got a huge whiff of stale smoke. So be advised you don’t know what you’re gonna get either as far as delivery person goes. Yikes*

Disgusting, Disappointing, Disaster. I 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

Bruce Allen. I will never do business with this company again. The first time I used them I was very please with the service I received my groceries in just about one hour. I had never used this service before. I had just gotten out of the hospital from a various serious illness. I was so impressed with my first experience I used it again. I placed my order at 12:15 PM cst. But, I didn’t receive my order for over 5 hours. To say I was unhappy is an understatement. So, I called customer service and complained without much satisfaction. I informed the man I spoke to about this and he never offered an apology. I did tell him I would never use the service again and have not. But, to my surprise, I checked my checking account today and to my surprise there was a charge of $99 deducted for subscription service, I never signed up for this. I tried to call customer service and waited a total of 1 hour and fifteen minutes to talk to someone and finally just gave up. I would advise everyone thinking of using it not to. You don’t receive the service and it does appear to be a scam of some sorts. Please beware. Pretty expensive learning experience but I did learn my lesson. NEVER AGAIN

Like Instacart services - but not the disconnect from IOS. My little town has recently been added as an Instacart delivery destination. For this, I’m immensely grateful. I’ve found the app easy to use, costs reasonable and shopping/delivery services wonderful. However, I am using Apple to sign in - which causes a lot of glitches (e.g. I can’t access any support or assistance without using Google, Facebook or my personal phone number). I am no longer willing to share these directly with any vendor, nor with Instacart. Related to this, though I’m totally open to signing up for a year of Instacart membership, I’m not willing to do this unless I can manage this subscription from within IOS subscription services. I no longer grant *anyone* the ability to charge my credit cards on a recurring basis. If I can’t manage it within IOS settings, I won’t sign up. It’s very unclear how Instacart plans to let me access and control my membership, so I signed up for a trial to find out. Since I see nothing related to Instacart in my IOS subscriptions, I have to assume the expectation is that they’ll plan to hit my credit card or method of payment when I order a delivery (ApplePay). I wish this were otherwise, as I do love Instacart as an important and much-needed service in my life.

App is awesome, a few ideas for even better experience. I love the ability to communicate with the shopper during their trip, it makes substitutions work much better than just selecting one option. Being able to see the shopping progress pretty much real time is also amazing. Lots of great features that were well thought out and appear to work well! If your Product Team is reading, I think some machine learning to try and predict stock for items might be better than relying on the actual stores to provide inventory. Assuming you’re not already doing that and that there is even enough data. Also, given that the majority of grocery items are available at multiple stores, I’d test out a feature that lets the customer make their list and your tech determines the best store to purchase from based on availability and price. Maybe it presents 2-3 results, how it compares to the original list, and final pricing. That would provide shoppers access to a previously unknown savings that they would normally have to shop at multiple stores to ever realize. I’ve probably spent way too much time thinking about how to improve grocery shopping.

Shopper got groceries from a cheaper store, pocketed the difference?. I placed an order for groceries from a respected, slightly upscale grocery store, and the groceries I received were from a totally different store. The brand of groceries I got are not offered at the store I selected (I called them to verify whether they carried the brands and they confirmed they did not). The bags my groceries came in even had the name of another store that I am familiar with on them. The groceries at that store are also generally lesser quality, and cheaper, which is fine and I even shop there frequently, but on this occasion I was looking for higher quality groceries. And, importantly, I paid more for those higher quality groceries. I assume my shopper got the cheaper groceries and pocketed the cost difference. Several attempts to contact customer service has gone no where. They say they can confirm with GPS that he shopped at the correct store and they have not acknowledged that the groceries I received are not sold at the store I selected. My shopper must have exploited a loophole by going to the correct store at least at some point? I have sent pictures of the groceries and the bags they came in, but have not had any luck getting any sort of refund, nor can Instacart show me the original receipt for the groceries, which I find very sketchy. I will not be using this service again.

very disappointed. I 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.

Got ripped off. So, first time using the app, I’m looking forward to my 60$ purchase coming in today. While my shopper is shopping they send in updates, I noticed my vegan meats werent in stock which is no biggie because that can happen. Towards the end of the shopping trip, my shopper claims they can’t find chocolate syrup at Smart and Final. ???? They didn’t give me any time before they refunded the item and went to checkout, I couldn’t exchange the item for a different brand syrup. A little bit confused but still hoping at this point. Delivery goes through, brother brings it in and I’m expecting a bag of ice, some chips, vegan snacks, etc. What do I get? 3 Rotisserie chickens, 4 boxes of frozen french toast and a can of beans. I’m extremely tilted at this point, wondering where all my items are or if this is the wrong order. I go to the app, rate the order a 1 star, could have done a zero if I could and Reported the whole order for missing and wrong order. Only thing I can do now is wait for a refund, I didn’t ask for credit in my account because I’m not planning to come back to this app. I do not know if there will be a follow up by Instacart. This was extremely disappointing and I sincerely hope it was a wrong order mistake on the shopper’s part rather than a true scam. I hope instacart has some way to cover their customers from this occurring to them.

Amazing support and even better customer service. i’ve been fortunate to have a lot of great experiences with Instacart delivery, but I definitely want to take time to write this survey. This nice lady was done shopping and checked out and on her way out the door and she stopped to let me know that the deli had made my sandwich on the wrong wrap and it just so happened It was one that I cannot stand. The deli didn’t call me to even ask but she took her time to let me know. I unfortunately did not want to purchase the wrap, but felt horrible to put her in that situation but she offered to go back and have a remake it 😊At that point, I didn’t want anything from the deli so I asked her about how I could go about to return it myself, and she said no that she would do it, and with no hesitation. She didn't say "well if you rely want me to I can" She went above and beyond to get the refund, and even told me that if I did not see the refund to follow up with her, and gave me the receipt to have for record. I think it’s important to make sure that we are given great reviews when people do a good job and not just for complaints.

probably the worst service like this. Why have something asking us to select which substitutes we want when your system for that clearly doesn’t work. Over the course of multiple years it has been made abundantly clear that whenever I select what I want as a substitute the shopper has no access to that information. I’ll select multiple backups and always end up with some item that wasn’t listed. And it’s not like it’s a one off thing or the shopper not paying attention because it’s happened every single time for many years. The stock is always really really inaccurate. An item will say plenty in stock and then will be out of stock, and if you were to make another order the next day it would still say plenty in stock. I typically buy the most basic and common items yet every time i shop on instacart half my order ends up not being available and I never try to buy items where the stock says lower than green. To make it worse I have used almost every delivery thing like this and it seems to barely happen with everyone else but always happen with instacart. I don’t think I have had one order where I got everything I selected. It has one of the highest if not the highest service fee despite being the least reliable. It seems to try and trick you in by showcasing a wider variety just to never actually bring you it.

Weird App no subscriptions turnoffs. Let’s just get right to it. I used this app to try something different from DoorDash and Ubereats. I was just trying it to see if I like it. I tried their free trial, like I do with most apps. See what they got to offer fully then subscribe fully. I try it out with one order. It was not the best experience, the customer service was bad and they threw a hidden fee at the end. If you are quick enough you don’t have to pay it; you just pay the original discounted offer. So that made me not want to use it. Week later they start trying to charge me 99 dollars for a subscription. they tried to charge all my cards until they got to a card that had money on it. I told my bank to stop the transaction to no avail and I tried to cancel I from the app and browser. They had no option for that. I deleted the app hoping that would do something. They had no option to delete your account. They been charging my card for weeks but I just didn’t have 99 dollars sitting around until my payday. They are extremely weird and bad customer service. I will never use their app and will be telling my family to not use them again. Stay clear of this app especially if you don’t have alot of money you want to throw away or your teenager. They don’t care they charge you until they get their money.

Best idea ever!!. So I just had my third little baby on Tuesday July 2, 2019, and I also have 2 toddlers at home with me, a 4 year old and a 2 1/2 year old. So to say I have my hands full is an understatement, that being said, I heard of Instacart from my mother in law and decided to try it, I have been home from the hospital for about 2 1/2 days now and of course since mommy has been resting and also been in the hospital there was no cooking or what I left before I went into the hospital is all gone now, so the kids and husband have been living off of fast food. I am wayyy too tired and sore to go to the grocery store so I used Instacart for both the grocery store Aand Cvs which I needed some extra lady supplies and both were delivered in such a timely fashion, by a very helpful, sweet woman, who even texted me when out front so the dogs didn’t wake up my newborn baby! I can’t thank her enough for doing all my shopping and helping me avoid a mental breakdown in the store!!! This is seriously a LIFESAVER for new moms or moms with multiple kiddos!! I don’t think I’ll ever have to take the littles grocery shopping again it’s going to be AWESOME!!! -To the inventor of Instacart, THANK YOU SO MUCH, you have seriously saved me money, time, and my mental state!!!!

A Godsend. We’re now in the midst of Covid 19, and this is the second time I’ve done all my grocery shopping with the Instacart app through my favorite store. I’m elderly and partially disabled, so going to the grocery store and fighting the loonies is basically out of the question. This app is so easy to use, never had a problem with it. I love how when your shopper is doing their thing, you can communicate with them directly via text on items out of stock or replacing them, right from my living room. They’ve always asked if there is anything else I would like to add to the order before they check out. I’ve found out the secret on ordering (day, ordering time and delivery time) to get the best choice and quantities on my products. This time we were 40 out of 40 items. Can’t beat that. My delivery was 1 hour after my shopper had finished, always friendly and courteous. I don’t complain about the food prices, delivery and service charge, the difference is negligible in the scheme of things, everybody has to make a buck. Overall, very pleased with the company, app and service, and will most likely continue even when and if things ever settle down.

Great shoppers, horrible customer service. I’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.

Great app, but communication issues. The good news - ordering groceries, saving lists, adding, setting replacement all Work great. Even from an iPhone form factor The bad news? It all goes a bit pear-shaped when the shopping begins. I like to be present when the shopper is active to answer questions, see changes, make decisions. But the phone/tablet app falls apart fast. You go to chat, then leave chat, when you try to chat again it opens a new windows, then you come out to see how the order is progressing and yet another window is launched and so on and so on. You have to close dozens of screens to get back to start. But that is not the worst part. The chat is SLOW. And I mean that in the to strongest sense. If you try to communicate with the shopper, you could wait minutes for a message to move. If you send a message and have it open on a computer you can watch how long it takes. And here’s the thing. I have MEGA fast internet. So, it’s the app. It makes for a very confusing and difficult experience. And these things seem really bad when the rest of the app is so great. The bad absolutely stands out. Please feel free to contact me for more info!

Great concept HORRIBLE shoppers.. I have used this app before and although the shoppers were sometimes behind schedule the experience was okay. This time...I placed an order for one hour delivery. 35 minutes later the shopper hadn’t started shopping. Called customer support who contacted her and she stated there was an issue with her phone. Another 30 minutes go by and I noticed she was at the store for about 20 minutes but hadn’t started shopping. When I messaged her she said everything was going fine and magically started shopping. Fast forward to almost 2 hours after my order was placed...I get notified the my order was complete yet I DON’T have my groceries. Contact customer support AGAIN. They call her and she said it she will be to my house in 10 minutes. Meanwhile I cannot contact her because the order is marked as complete. 20 minutes later NO DELIVERY. I call customer service again and guess what...she isn’t answering her phone. At this point it’s been over 2 hours and we are waiting on our delivery to finish making dinner. They offer redelivery but can’t guarantee the time. After this horrible experience my fiancé has to get up and go to the store in the rain (I just had surgery and can’t go myself). I thought this app was great until this experience now I’m pretty sure that was the last time I will turn to Instacart. 😕😟😠

Benefits. Instacart like many things we either hadn’t heard of, or rarely, if ever, used, during the COVID-19 pandemic, quickly became a service that “I couldn’t imagine living without!” Instacart saves you time and money. I typically order groceries after the kids are in bed. The savings add up because I do less impulse purchasing by shopping from home and I’m able quickly glance the deals or sales in each store. After work the next day, I simply pull up to the designated parking space at my favorite grocery store and wait for my order to be put into my trunk. Another convenient feature of the app is that it allows me to notify the store when I am on the way! This alerts the Instacart team, to “pull my order” and prepare to walk outside. At most stores, I’m usually loaded within 4 to 5 minutes and then I’m then heading home. I’m also able to add notes about the quality of items I want. Such as, “fresh slightly green bananas.” or “fresh apples with no soft spots.“ the shoppers or attentive to these details and pick the freshest items available. Instacart is a app, and I highly recommend it to everyone!

It could be a great app. BUT unfortunately too many times I’ve experienced disservice with it. From missing items, to my order being delayed and then never happening, when I placed it days before. One thing is when the weather is awful, I get that. But in spring? Nah. Unacceptable. Why would my delivery be postponed without me even having a say in it? No one contacts you personally, you just get the push notification and if you try to reschedule it, who knows when the next delivery window will be available and IF it will actually happen at the time you select. Not to mention the smell of cigarettes or sometimes weed that comes with the bags waaay too often, and how long the delivery takes sometimes, causing your frozen and fresh items to potentially get spoiled and be unhealthy for you. No. Awful, especially considering I’m paying for the membership (which I’m probably going to cancel asap). You really need to be lucky with the shoppers. Not everybody really cares about providing a good service. I am forced to use the app because I don’t have a car and the only grocery store nearby is in an area that I don’t feel safe walking alone in. I would like to know WHAT causes a delay in my order. People slacking at their job? 🤷🏻‍♀️ And I’m supposed to tip them too? Yeah right.

Convenient until something goes wrong. I write this review because I was once an Instacart lover. After having customer service tell me that the max they can credit me is $5 on a $50+ order, I will no longer be using them. My order was scheduled for a 2 hour window the next day. Close to the beginning of that time frame, I was told that it was going to be late by an hour. Lo and behold it is late by over one and a half hours! This left me late for my schedule the entire evening. Having a baby and being the primary caregiver, I need to always be on a schedule. I complained to customer service and noted that they do have a 100% satisfaction guaranteed statement in their help section. After being given only a mere $5, I again contacted them 2 more times. A generic email was sent back by saying $5 was given for my inconvenience. I had to finally find a live chat customer service to complain. I told them that this is a complete insult to their consumers for offering a mere $5 for a close to 2 hour delay. The least they could offer is half of the order, $25. But no, the customer service stated their policy prohibits it. Well anyways, I asked for corporate email to ascend this issue and said there is no such contact information. I will not be shopping with this app anymore.