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WWPF Harvest - Great service! Very very fast!!!!
I just discovered Instacart and I love it! I’ve recently had back surgery and I have a hard time getting around. Going to the grocery store is very difficult for me. All the grocery stores now offer ordering your groceries and picking them up. That’s great but I have a hard time just sitting in my car and driving due to complications from my surgery. This is a great alternative. Before driving to the other end of town (22 miles one way) to go to Sam’s Club or Sprouts was a major chore for me just getting there. Then to walk through the store and shop I could do it but then would be down for several days with excruciating back pain. Instacart has been a lifesaver for me! Even though I’ve only used it a couple times in the last three days. I love the fact that I can use it for any store that I shop that. Downloading the app I get two weeks free with no service fee. After that it’s an annual fee which is wonderful. The first gal that delivered to me was the one that told me that they had an annual fee. I was unaware of that so I started looking into it. You do see a slight increase in what you pay for the products that you’re getting but that’s OK. How else are they going to make money? The convenience of not having to going to the store is wonderful!! I definitely give them a five star review. I would give them a 10 star if I could. Thanks Instacart for making my life better. Heidi
Bridgett 14 - 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!
Alaska TZ - 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.
Cynserarita - Are you wanting me to review Ashton
here are just a few things for one I believe is the tomatoes that you indicated in your order or not available surely there are several varieties of tomatoes and I think the shopper should be intelligent enough to get the other varieties I mean Ashton could’ve gone to plum tomatoes or he could’ve got a beef steak tomatoes but instead I didn’t get any tomatoes and by the way oh what he thought was a tomato with a red Apple and they charge me $.80 for it thinking I believe it was a tomato I could be wrong other one otherwise off the cuff I’d have to think it over but as I told Daniela anyone who does my order must bring it up to the door and I don’t wanna have to explain to anyone again that I’m crippled it’s hurtful to me and I don’t want to pressure anybody to bring it up to the door who doesn’t want to so please tell whoever shopping for me those are the rules the groceries have to come up as far as anything else more later on that after I’ve had time to analyze the groceries came however it just seems to me that’s all if they didn’t have skinny cow ice cream he might’ve asked me what other ice cream I wanted oh yes and here’s another bad thing it’s a client speaks and chats with the shopper and wants something that isn’t on the original order is that a no no because a couple of times I’ve asked them to get me something and they just say oh it’s not on the original order so am I committing a NonoPerhaps more later thank you
Sharpie9815 - 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.
keic fbeuwondbek - 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.
janny931104 - 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
liladuck99 - 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!
Urdgtwdgyrd - 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!!!
TomiSF - Obstructive popups
The service is great but the iPhone app not so much. If you use this app frequently, you will be familiar how annoying and obstructive the pop up windows asking for you to rate your previous orders are. Your shopper sends you a message and you get a message notification. You click on the notification to respond. The message opens up just to be replaced by a rate your previous shopper screen a fraction of a second later. You close the screen to respond to your shopper just to notice that you are back to the home screen and now have to figure out how to find the message by going to your orders and selecting most recent order and then chat with your shopper. You get a notification that your driver is about to arrive. You click on the notification to see how far the driver is. The screen opens up just to be replaced by rate your previous shopper screen. You close the screen and find yourself back at home screen, not at the delivery screen. You have to figure out how to find the delivery screen as the notification is long gone. You realize you need to buy something quickly and try to search for the item you need just to be obstructed by rate your previous shopper screen. Literally no matter what notification you click or what else you try to do with the app, if you have not reviewed your previous shopper this is the experience you will have to deal with. Please Instacart team, find a non-obstructive way to handle ratings. The current experience is terrible.
Anastasia Beeferhauzen - 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
KAOstroman - 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.
Asel92 - Pending charges last forever
I recently used the Aldi pick up and it was great! My total was 83 dollars and the app charged me 100 for any differences in price. No problem. So I have a 100 dollar pending fee on my bank account. I assume like any of the other grocery services I ever used that once the pending charge drops off my account, it’ll change to the 83 dollars. Nope. I still have a pending charge of 100 dollars on my account AND the already took out the 83 dollars for my order which means I now have 100 dollars of my own money that I can’t access until the pending charge drops. I definitely wouldn’t recommend this service after this.
Update: I tried this app again because I really needed groceries but was in no state to go into a store after having my cat die. I pulled up and after waiting, the app timed out and told me I needed to go into the store to get my groceries anyway (so glad I paid for a pick up service), then, once I had my groceries finally, the app added a second 50 dollar hold on my car after already charging me one. So now I have two 50 dollar holds on my already light bank account. Then I tried to reach out to the support team and the first person I tried to chat with immediately ended the chat without helping and the second person was at least able to help a little and tell me there was only one order. Again, I really wouldn’t recommend this app. This entire experience made an already really bad week even just that much worse.
PersonalGenius - 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.
Cadey13 - 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.
Idontwantanickname:/ - 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.
passedaf - 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.
DogMomma7218 - 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 .
Deezyf. - 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.
Firstsolstice - 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.
Dr.robin23 - 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!
GiosDai - 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.
Costo lady - 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!!
Brittany-#momof3 - 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!!!!
Kevinellen62 - 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.
Korlithiel - 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.
Rebecca Leviev - 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.
Msharwin - 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! :)
exhausted11 - 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.
Metakittie2 - 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!
brooklynsmommy2016 - 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.
domaingiant - 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.
KUMPS606 - 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.
bwa1439 - 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
Highly Irritable Pregnant Lady - 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.
A.Reedy - 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.
H4Q4 - 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.
DreaP88 - 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!
maybthisnicknameisnottakenyetB - 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.
PhoenixRising1 - 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.
Suncitycindy - 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.
trillestoliver - 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!
Leemei G - 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.
branash2811 - 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!!!
Godges - 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
hhggoutraged - Things you should know about cost
I have used Instacart for about 4 months and thought it was pretty good. Now I find out that the cost on there website for each item does not always match what the store has to offer with discounts. I pay at least 16 to 25 dollars every time I order more that if I would go to the store. I order at least 2 to 3 times a week and usually over 100 dollars a pop. This was discovered because I compared the receipt from the store sub total to Instacart sub total. I think is is way to much for anyone to pay. So the problem is that the stores are not updating the pricing to Instacart in a more regular basis. Really should be updated every day. Tell me who can afford to pay the delivery fee plus service fee and tip PLUS the 16 to 25 dollars extra I pay because pricing is wrong compared to the store. This is outrages. I am an auditor and when Instacart tells you that some items are marked up. Not true. If so all items would be marked up. Only some items costs on their web site are higher than if you went to the store yourself. I don’t know about you but this is way too much to pay extra. On top of the other fees. Ridicules and unfair. I am going to call the grocery store to see if they can update Instacart cost daily. Not fair to us. WE CANT AFFORD THIS KIND OF UNFAIR COST TO US IF YOU are SPENDING CLOse to 200 to 300 a week!!!
Margie821 - 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!
LeahCKS - Prices are not the prices in store
I used Instacart for the first time last weekend and thought it was great. Until I got the actual receipt and realized that each item was much lower in the store than on the app. So I decided to go to Costco and purchase 19 items today and run the same cart on Instacart and the variance on purchases alone was $34 more. That does NOT include the service fee, delivery fee & tip. And because their prices are higher the tax is obviously higher. 16 items were consistently $2 or more than the i store price (and these were regular price NOT the costco coupon prices). All fees included (minus delivery if you pay for the year $149), That tallied up to a whopping $66 over what I paid. I totally get that the company needs to make a revenue and people are looking for convenience in a busy life. However, if I use Instacart weekly at ~$200 / week I will pay $1768 extra for actual groceries and a whopping $3,432 extra with the fees. As a consumer I would RATHER have the service fee mandatory, A higher yearly fee. I want to know where my money is going. I don’t like “guessing” how these groceries were really that expensive, if it’s worth it. Tell us what it actually is. I imagine this could be difficult to implement into a system due to the variances but prices shouldn’t vary SO widely. One product was $8 more on instacart than in Costco (coffee). Do your homework. Not worth it to me.
Shoreline Cindy - Going downhill fast.
Our first experience with Instacart was impressive. Our shopper was in constant contact asking questions about replacement items and asking preferences via texting me directly.
Our second shopper indicated replacements via the Instacart program which is woefully inadequate and very difficult to indicate a preference (cancel item or substitute). as a result we received items we didn’t want. FYI: with the current Corona doesn’t allow returns of grocery items. We were reimbursed for the unwanted items. This worked. We still recommended Instacart.
Our third shopper started out using the Instacart program for replacements. Because of my earlier bad experience with the Instagram program, I asked her to please text me instead, which she did. We were advised that the package of cookies we had ordered on our shopping list were not available and the substitute eventually chosen by us was added to our shopping cart and ultimately passed through the check out and charged to me. When our groceries arrived, the cookies were not in the order, although we paid for them.
We immediately notified Instacart. It is now days later and we have yet to hear from Instacart! No reimbursement, no cookies.
As a result, I cannot recommend Instacart and regret that I did recommend them after my first experience. I will no longer use this shopping service.
sunfkekx - Got ripped off
So, first time using the app, I’m looking forward to my 60$ 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.
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Typsgabx - Great app, bad service
My roommate used this app and she had an amazing experience so I decided to try it out. The app and user experience is great - you can interact with your shopper throughout the whole process. You don’t get access to deals and some prices are outrageous ($7.00 for one avocado). When I tried the app my shopper did everything in an hour and had it at my apartment in no time. The problem was he picked the absolutely worst produce - wilted leaves, bad tomatoes, yellow - brown bananas. So although the conscience was there I ended up throwing out half of the things I bought and went grocery shopping again myself. Good idea, needs improvement when it comes to the shoppers or some sort of reimbursement.
Kakmandu - 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.
lisapisa824 - 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!
Atanu4ever - 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.
🏎 - 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.
Whitepurtydirty - 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
sunny..62836927 - 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!!
arunrawlani - 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.
Mike_123 - Terrible
Wrong orders. Cancelled orders. Their 24/7 customer support has been unavailable for days. Trash service. Do not use
luss1973 - 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 😞
rvrv123458 - 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.
ODrama2011 - Terrible experience
My order was cancelled and my credit card was charged.
thesilentweasel - 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.
joseph 6994 - 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.
Kaitlyn35892 - 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.
Janusa1 - Not happy. Supposed to get free delivery!
Bettina_zhang0043 - 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.
838739197483 - Terrible costumer support
Slow reposes and unproductive
neddledick - 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.
jules hanna - 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!
seniors starve - 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.
DeklanSD - 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?
rreviewA - Many flaws to fix
Not sure why this has such great reviews. Many products do not show up when you search for them, but then show up only as a replacement option. You're unable to change your order once it's been received so if you forgot something you're out of luck. Your shopper can add items for you but you can't do it yourself; only if you ask through the chat and that is only if they answer you. Products show up as unavailable but if you go to the store you will find it in stock. This app is great at first use, but once you use it multiple times you will start to see the flaws.
Meloncollins - 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.
Cabbagesque - 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.
karmine - 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.
Ryan Tdot - 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.
LOVELYSARAHM - 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.
kailarc - 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.
Suzy1967fghjkmnb - The delivery person is really dumb
The delivery guy was really dumb. I still had to make another shopping trip again after paying these son of b**ch delivery guys!! I Ordered 14 cucumbers but only got 1 . Customer service took 40 minutes but still not admitting their failure!! Customer service was also dumb and self centered!
madamshylo - 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.
51lindylou - Very bad service
A lot of my ‘fresh’ produce was soft or rotten. Terrible. Never again trust them.
craving burgers - 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
niskander - 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.
beeriyan - 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
BakedinPricing - 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.
1233nia - 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
ethameta - Good Service, Horrible Support
Incompetent support agents. All will be good until you have an issue though!
ryandrj - 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.
rutug - Great idea, but dishonest pricing
The app is good and I really like the idea of having groceries delivered at a time that I pick. I don’t drive so it’s useful. Most of the time, the service has been good. There have been times when the produce wasn’t fresh or good quality. My biggest issue is that the sales in the store aren’t rejected in the price, and I don’t get reimbursed even if the shopper paid less than I did. That’s pretty dishonest in my opinion. As a customer, I shouldn’t be ripped off. Especially since I pay for the membership and the service fees plus tip.
momasri200018 - Scam
Supposed to charge me 27 charged me 50 instead
Namsnik8 - 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.
Binkyghgfrr - 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 $25 between service, delivery and tip. Once the shopper got to the store, I started noticing a bunch of items being “refunded” (things like avocado, green onion, etc; all basic items) which pretty much defeated the point of the service since I just needed to go grocery shopping myself for the missing items. SAVE YOUR MONEY, HEADACHE AND TIME!! Don’t use!!
Nadia Ghafoor Hassan - confusing layout
This app is very confusing, wAs charged 92$ for asparagus
mira6811 - Not worth it!
Over half my items were “substituted “, bananas were black - not impressed - will NOT be ordering again
Isolda89 - 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!
DeeJay Mac - 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.
Buhleahto - 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.
Brian007007007007 - 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 $14 delivery to get half of what I ordered.
notmorg - Scam
you are never actually refunded when something need to be replaced, their customer service is terrible they have no idea what they are doing, claim that they process the refund but my bank has never once gotten one!!! This is seven months later they still cant give me a confirmation number for a refund but are trying to scam you into using a system that doesn't work.
dont download in no way is this actually worth having your accounts compromised
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Vicklovesthisshit - I love this app/service
I really have been enjoying this service. There has been times I’ve ordered 3 times in one week. To me this is worth it because I have a super busy schedule and I HATE going to the grocery store and dealing with people. I think you really have to consider, “how much is my time worth?”. To me I have such little free time I’d rather not spend it at the grocery store. I really like this app because I feel like I can really carefully consider what I’m ordering and I’ve actually lost weight because I’m cooking a lot more meals at home and I’m picking healthy items through the app. I used to hate going to the grocery store to the point where I was eating out almost everyday and sometimes multiple meals. I feel so much better. I did the free trial of this service and I ended up buying the membership because there’s nothing like having fresh groceries waiting for you when you get home. If you ever wanted to see how it would be to have a personal assistant than here you go. On a serious note, I have been recommending to all my friends and family’s and they’ve really enjoyed trying out the service as well.
1Rich Girl$ - 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!!
Member since 2017
$$@&$&! - Absolutely shamefully horrible
I placed an order, originally asking for it to be delivered between 10:30am and 12:30pm. I realized I would be on lunch and may miss the delivery. So a few moments later( before anyone started shopping) I changed it to be delivered between 3-4. Around noon KRISTEN started shopping and quickly completed my order. I then sent her a message “ hi! You are more than welcome to deliver now or at the requested time, thanks!. I was skeptical about her having my god that long but I figured it might have been a mix up because of me switching times. Hours are going by and Kristen still has not responded, and had actually left the chat. I became concerned for my food and my money. Shortly after I got a message from Instacart telling me there is a delay. Another hour. So I then went to go contact Kristen, and her name became DAVE. I then sent an email to Instacart. Waiting for them to respond I went back to the chat with this shopper and the name switched to ALEXANDRA. I quickly called to cancel. The rep tried to tell me he can see my order being shopped. I read him what I can see on my app. He tried lying a couple of times. He then offer me a 5 dollar discount to play it by ear or cancel and pay 15 dollar fee. Neither were an option. His supervisor Collin was very helpful with a full refund promptly. I will never use this and will warn any one I hear speaking about it.
jackiethehut - Incompetent, unprofessional customer service workers and incompetent shoppers.
I wouldn’t be writing this review if Instacart’s customer service wasn’t so unprofessional and disappointing. After having my order delivered to the wrong address twice by the same shopper, I called to have it redelivered and all I could hear was people talking and laughing loudly in the background. I could barely hear the woman. Not only that, but the customer service worker I spoke to promised to have my order redelivered within an hour, but I guess she lied because the order was never rescheduled. Maybe she had a conversation with her coworkers to get back to. It must have been more important than an upset customer. Anyways, I had to call back over an hour later only to be told they could not have it redelivered. I’m glad I got a refund, but that’s not what I wanted.
The people that hire for this company should be more careful when evaluating who to hire. If Pizza Hut can get my address right, why can’t Instacart? I shouldn’t have to worry about whether or not my order is going to be delivered to the accurate location. $99 a year for such subpar service? Yup, I completely regret signing up for Instacart Express and I can’t believe I’m stuck with this membership until the end of the year. If things do not improve, I will not be renewing my membership and will promptly delete the app afterwards.
Rosaa - It’s a keeper
I use this app frequently. I would rather spend my time shopping from my phone than out managing traffic, searching for stuff up & down aisles while dodging crowds, and waiting in line. Thank you, modern technology & services like Instacart. One thing I would change about this app is the ability to select which shopping cart I would like to pay for. Currently, if I am adding stuff to my Costco shopping cart and to a second shopping cart from another store, I want to be able to select which cart I am ready to pay for. Because sometimes I’m still adding items to a second cart but am finished adding to the first cart, meanwhile the first cart needs to be paid for before the store closes. Whereas with the second cart, the store doesn’t close for another few hours and I can still browse & add more stuff to it. So currently you pay for all carts in one transaction. And a question: if one cart is worth a couple hundred In items and the other is only worth 30, for example, how are the two drivers tipped since it’s a tip based on a percentage (preselected by user) of the total transaction and not a percentage of the individual cart related to the shopper/driver?
Peter O Chang - Good service
I have used the app for around 10 delivery/20 weeks(every two weeks). It suit well for ordering my goods for a week or two even without a membership; I do not need to go to grocery store for the items. But there are a few things I wish to mention:
1. Try not ordering too much heavyweights items from this app; order them from prime now. The app will charge a heavy lift charge for the delivery, e.g. $10 for 2 2.5 gallons water. Unless the price is significantly lower to counter this charge, try order from somewhere else, or try pickup.
2. Liquor order on this app is weird. The driver supposedly need to verify your ID at the door for the age. In one order of my, the driver left the item with the alcoholic beverage on my door and just left; no text message or knocking my door even. In another order, the driver only recognized California drivers license; he do not accept passport or student visa.
3. Try be online and open the app when the shopper is in store shopping around your delivery time. You can live chat with your shopper to make sure he/she got everything you ordered, and make good replacements.
JaYm&MaX - The app great, everything else... not sure..
This was not the best experience and not sure if I will use this service again...
Driver had everything in one bag, which included things like milk, 2 large bottles of iced tea, 5 large bananas AND BREAD!! Which now the bread is smashed. My frozen blueberries are mushy and not frozen anymore so not sure how they keep it in their car. The paper bag ripped after 2-3 ft from receiving it!!!! Not surprised as it was holding over 20 lbs of stuff and not double bagged. Breaking the salsa that I needed and will now have to go get anyway. So much for delivery! Also, no one has called to say I was getting a refund (saw it on the receipt 15 mins later) even though the driver told me she would be getting another one and coming right back. What a waste of time and money lol. This was a great concept. Also I got 2 calls and a msg saying my driver is waiting out side for 10-15 mins. The driver didn’t even ring the door bell, claims she didn’t see it. How would I know she is outside. Again, great concept, was hoping for a better “first time” experience to use in the future.
I love using a lot of delivery services, bite squad, Uber eats, etc... ill think about giving it a try, if I really really need something, I’d hate to base it all on 1 order. Hope others have a better experience.
Muni took - Life Saver
I first used this app to have groceries delivered to a home we rented for vacation. Did not want to spend my vacation time roaming around and on familiar grocery store so I order the items I wanted and they were delivered promptly. Decided to try it for my permanent residence and we love it! I can order from all the stores that are nearby my home and have them delivered within the hour if need be. The only two things I would recommend as upgrades to the app our number one, being able to check out different stores separately. For instance I was building a Costco list at the same time as I was building a list for the local grocery store. I did not want the Costco order delivered on the same day as the grocery store but the app would not allow me to distinguish which cart I wanted to check out at which time. I wound up having to delete my Costco list so that I could process the grocery list. The other upgrade I would recommend is allowing customers to browse items by category. Sometimes you won’t know that you need something until you see something similar and it jogs your memory that it should be on your list. Other than that I love this app!
Meylaxton - Convince is not free, read the small print
So this app has been very helpful especially considering the recent events going on in life. The only thing is it will nickel and dime you to death! Every single thing you purchase from the app is more expensive then in store (fine print of the app says it’s to cover the app expense) ok I understand. BUT then they have a “service fee” a “platform fee” (which is what I thought was the reason for up charging. EVERY SINGLE ITEM. THEN there is a “heavy lifting fee” if you get something like water bottles. (Which goes to the platform not the people actually lifting it. Then at the end an additional optional “tip” which is the one thing that goes to the drivers. Also you pay $3.99 for the 2 hour or less delivery. Which I choose every time ans almost every time it’s actually 3-4 hours not 2 or less. And of course there is no refund or discount for this. Your monthly $10 membership for “free delivery “ is only for $35 or more. You still get charged the other fees on top of it. All in all if I’m in a pinch I use it. But it’s not cost effective honestly. I prefer Walmart pick up or their delivery service. They don’t upcharge everything you pay actual price for it, then just the delivery fee.
UWillBSadUDidIt - Great in a pinch
Lots of competition in the area that offers delivery, however, Instacart delivery service has been great. Instacart does do something different, they use your driver as your shopper. We shop at Publix & the local liquor store when we are past pick up times with the other stores or if we see a great sale.
We find more of a selection and cheaper prices elsewhere. It’s not that the items we want isn’t in the store, it’s just that they made certain items available to be picked for delivery due to higher margins.
When you do find your item at Publix, I found for the most part the quality is as good, if not better than some of their competition.
The few issues I have had with service, our shopper not following written instructions, mold in the fruit & one quit in the middle of picking our order on Christmas Eve, was always met with a credit on my next order. The majority of their drivers are exceptional and I would highly recommend them to anyone. Their selection in stores on the other hand, well, I would give them 3 stars for the issues noted above. Instacart IMO, is great in a pinch, but expect a limited inventory and to pay a little more to use their service in fees, food & liquor costs.
Therapist82 - 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. 😕😟😠
DaisyMay87 - WORST SERVICE
Let me begin by saying that I’ve never been inclined to write a review for anything really in my life because I just don’t think my time or energy were worth wasting on minute things but the service or lack thereof that I’ve received from this company has pushed me to actually complain. I’ve ordered from them multiple times to give it a chance. Foods picked by shoppers were bad or close to rotting already and/or the items I’ve closed were replaced by something that was actually at the store and they never took the time to find it. Then the last straw came when I ordered something and they cancelled the order without letting me know they gave no updates. During my wait time, I could have chosen something else like another service or have gone to the store myself but I had trusted they were on their way. Then they deactivated my account for no reason or without any notice or explanation. I write to the help desk asking what happened and still a week now, no response or explanation. Calling their support number also was no help, the reps have no idea what to say or do. I never, ever write reviews for things but the service from this company has been so awful I really felt the need to do this. It’s actually ridiculous how things have been handled. Extremely unprofessional and not what I expected from a company like this.
MuziqueBaux - Horrible Experience!!
I’ve used this service now three times. The first two times were decent. But this time my mind is BLOWN!! The shopper had to change some items out and I approved them immediately. I had a total of 14 items and spent over $70. HOURS later, when my delivered occurred, I was delivered two small bags of groceries, collectively holding 3 items. The driver says she thought someone else had delivered the other items and that she was just delivering the “changed” items. This made absolutely no sense because the shopper was done shopping hours ago and confirmed all my items. I went back to the app and it displayed that my entire order was completed and my card was charged the full amount, even though I had about $10 worth of groceries. I went to call customer service (after searching high and low for a phone number) and was told by an automated system that the wait time would be 54 minutes! So I tried other methods of contact, including complaining through the app. So I called back and heard 45 minutes. After being on the phone waiting for about 20 minutes, the automated system then says the wait time is 48 minutes! This is horrible. I just want my money back so I can delete this app. I should have just risked going out in a virus-infected world and shopped like all the other careless people.
Mm1381 - Decent app, hit-or-miss delivery
I don’t have a car and use several home delivery services for groceries. Instacart trends towards the highest prices, but I found it a good option if I needed something within a few hours. Some drivers were better than others at substituting and communicating, but the last driver was so horrible I went from close to weekly use to never again. She was ok at getting the actual order, even if quite slow moving, but marked my order as delivered before she was mapped arriving- I live in a 24hr doorman building, so I would receive a call to alert me when she arrived. I couldn’t reach her directly after she marked the order as complete, so ended up calling customer service to track where she left my grocery items. We figured out she went to the wrong spot, and she also told the doorman that I message her asking not to be disturbed, so he should keep the bags downstairs. Whether it was laziness or just general dishonesty, it wasn’t worth the time it took to track down what happened- and the refund just meant I had to use another service the next day. I would hope for (1) more reliable and professional drivers and (2) quicker or more thorough follow up between customer service and drivers. It’s a shame- used to love the service!
hoopihoopi - Too many hidden charges
At the beginning I thought you have to “just” pay the membership fee and tip and service fee and be charged more than your digital receipt for covering the unknown costs of Instacart. Now I realized that you get charged some fake numbers! For example you pay for an estimate cost of meat, based on an estimate weight. The shopper can go and buy something for half of the weight and keep the rest!!! It just depends on the morality of the shopper that if he/ she wants to update the digital receipt based on what is actually paid at store. There is no system that Instacart can monitor this, or there isn’t even any evidence that they care. After each shop we have to make a call, wait in the line, for maybe maybe adjusting the price based on what it actually costs. Forget the fact that a store like Costco says that their online prices is higher than their warehouses. If I wanted to have that, I am a member of Costco. I can go and directly order through their own website and receive 2% cashback as well. Why should I pay instacart the membership fee and service fee and tip on top of that?!! When they pay something like 70% of my digital bill inside the store, why should the shopper or Instacart keep the rest?!! Instacart advertises as your personal shopper, but I believe this is personal robbery!!!
ASH C55 - TERRIBLE
If I could give a zero star review I would. I wanted to make dinner for some of my friends, so I used Instacart to purchase the ingredients. First of all, my shopper couldn’t find any of the items I ordered. I had to spend half an hour reviewing her replacements. She tried to replace a 10oz container of kimchi with a 26oz container which was way more than I needed and much more expensive. In short, Instacart is not convenient. If I had known that it would be such a hassle, I would have just gone to the store myself.
After spending 30 minutes helping my shopper, I got a message saying that I had to cancel my order because my shopper had lost their card and could not pay for my order. When I called customer service, they were very unhelpful. All they did was cancel my order. Also, while I am not looking for compensation, I was surprised that they did not offer any sort of discount on the order or credit towards a future order. Like I said, I wasted a lot of time on this order and they weren’t even able to replace it for me. Seems like common practice to offer something to make up for the poor service. Even just an apology would have been nice.
The service is terrible and you will not get your food with instacart. I would recommend using literally any other service. Whole Foods is so much better!
8bitmisfit - Constantly making mistakes on every single order
I took way too long to write a review about Instacart. I have an issue every single time I order and I feel dumb for finally telling myself... why don’t I just try another app? I’ve spent way too much on Instacart to deal with the terrible service. I am talking about west side Houston area. Forget getting your order on time. Forget the driver finding your apartment. Forget even receiving what you ordered when it does arrive. I’ve gotten items I didn’t ask for, replacements I didn’t ask for, charged twice or three times more for items, been treated poorly by their drivers literally arguing with me on my doorstep after taking photos of the front of my house??? I get people who don’t look like their photo, I get shoppers who are rude or don’t respond. Something is often left out of my order. I don’t know why the hell I’ve put up with it for so long, but even after expressing my frustrations with their customer service, I still refuse to place another order even with the $20 credit they gave. Uninstalling this app and never looking back.
By the way, I installed the HEB app, put everything I ordered on Instacart (and cancelled) today, and it was over $15 cheaper even after delivery fees, and I was able to get more product. Skip this app unless you like throwing away money!
disappointed1!!!!!!! - Not Useful to Low Income Shoppers
I wanted to use this app because despite earning my degree I can’t find full time work and can’t afford a car to get groceries. I had a budget and stuck to it filling my cart with everything I needed. I tried to order and was told my card was declined. I called my card company to see why. I called Instacart and the lady sneered and snickered that they were trying to take out an extra ten to fifteen percent holding fee to verify my card had enough funds. WTH?! Of course it had enough funds for what I wanted to buy without this **** fee. The last time a holding fee was taken (from another company) I never got it back. I’d rather know where my money is going because I allocated it to that. The lady kept telling me a notice should of been on my screen before I attempted to place the order and l kept telling her that it never was. Finally I got tired of arguing with her said bye and HU. Not to mention this was my first time trying to use the app and when I read the how to instructions in the app I learned my first order was supposed to have free delivery but they tried to call me. So before the holding fee fiasco I had called them to get the promo and been informed it was only for my first five days using the app (which was no where stated) so I guess the first five days it was downloaded but not used. 👎🏽👎🏽👎🏽👎🏽👎🏽
l.danders - App needs improvement—please retain replacement choices
I like that Instacart shows me my previously purchased items; that makes shopping easy. But the app doesn’t carry over my replacement choices, so I have to redo them every. single. time. I spend 15 minutes doing this every time I shop! So I can’t just quickly send an order in while multitasking—I have to sit down and focus in order to get all my replacement preferences recorded. This is a barrier to ordering.
On the shopper side, I wish the shopper app forced a delay between the shopper making a replacement and then marking him- or herself in checkout. It seems like some shoppers wait until they are checking out to note replacements, so there’s no opportunity to change or reject the replacement. I’ll get a notification that an item has been replaced, and I’ll move quickly to change it, but the app tells me the shopper is in checkout and I can’t make changes. This is so frustrating! Instacart has made it easier to get bad replacements refunded, which is nice. But I’m still stuck with an item I can’t use, and I have to get it to a food bank collection, which adds something to my to-do list. Kind of the opposite of what I’m looking for when I use Instacart.
Samdaughter - Love the service! the app needs some help tho
I use Instacart on the weekly. The app is great for its function as far as the service it offers and its abilities to allow you to select items from the store and communicate with the shoppers etc. The customer service of Instacart itself is phenomenal, a great company- that said: the app has many glitches, it is far from seamless. Each time there is a notification from the shopper and you go to open the chat, it says the page can’t be found or some type of error message and has an issue. You have to close the chat and refresh the app EACH time which is very frustrating when there is a lot of communication with the shopper. Also, after you’ve placed an order it allows you to add items - which is great! However the caveat with that is in adding items and changing quantities it has many error messages sometimes not allowing you to alter things and it taking a few minutes for changes to appear. All of those issues need to be tweaked on the tech side because they’re very frustrating. But the service of Instacart is AMAZING! I’ve had great shoppers and experiences with the service itself and will keep using despite the app’s hiccups.
JbeeShod - 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.
Brian111111111321 - Stress Reducer & Time Saver!
My Wife & I have been using Instacart for 3-4 months or so. It saves us so much time and saves us money by not double buying the same items when we shop separately, and having a general list that we order from every week insures we don’t forget something. I highly recommend this for anyone who is busy. You can schedule delivery times way in advance and using your favorites or a list can place the order fast. Then in your down time update your list for future delivery’s. I used to stress about getting grocery’s especially when I worked the night shift. This app took away that stress and helped me get the food I wanted and cut a lot of the impulse buys from shopping in person. Now instead of worrying if I can get to the store I get excited about looking for the coupons and deals for my next delivery. Being able to adjust your delivery items after the order has been placed is an excellent option as well. That one has saved me I don’t know how many times coupled with the replacement items, great job to the developers for those features!
CammiKatt - HORRIBLE. JUST HORRIBLE.
For starters, if I could give this a 0 I would. 3 days. I waited 3 DAYS to receive my groceries. This is UNACCEPTABLE and UNPROFESSIONAL. I assume most folks who use this are busy/elderly/incapable of actually shopping. What if I had been incapable? I would’ve starved at the rate the order came and the assistance I was given. They did not, at any time, give me any updates of my order unless I reached out to them and practically begged to be notified of my cart. Each “time of arrival” would get more and more delayed every time I checked. Twice, I was even told my order was being shopped for or about to be delivered. This was a flat out lie. At this point I was completely fed up and I’ve been very patient. (You’d have to be to wait 3 days). Out of my nature, I requested a refund. Or even credit for the amount I spent (grocery bill, delivery fee, tip— this adds up quickly). I thought that credit was the LEAST that I deserved for how horrible of an experience I had. I was only offered FIVE dollars in credit. Honestly, I felt insulted by this. As if my legitimate issues with this “company” and my experience are a joke.
Please work on fixing your service. This could be so helpful to vets or anyone who can’t do for themselves, but I’m afraid to say I won’t be using it again because they do not take their customers’ time and patience seriously.
babybrittain - Be careful, very disappointed by misleading ethos
I have owned an iPhone since 2009. I wonder how many apps I have downloaded and used in my lifetime. This is 1 of 5 reviews I have ever been compelled to write. This service is sneaky. In small sneaky ways. I have been a paying Instacart “express” member for 2-3 months. I have placed at least one order a week in that time. On average over $150. Instacart claims they tell you when stores “price policy” may defer from “daily” prices. In other words they tell you if a store is charging more for the same item on Instacart than it does in store. They don’t tell you what those price differences actually are and only by accident will you ever see the physical receipt of your order. This is intentional so you won’t know. How much more you are actually paying. On average the price difference per item is about 15-20% NOT including the cost of a monthly membership or a “service charge” which is no longer optional. So if you bought $209 of groceries you are paying $250 for groceries if you don’t tip the delivery person. And the $250 doesn’t include the monthly membership. That’s a separate cost. I know this is lengthy but I hope those who have taken the time to review my comments are spared by misleading marketing, companies who deal in customer service, but of are no real service for the average customer.
sschof86 - First time user
I’ve been toying with the idea of having groceries delivered since it seems I have less time lately, and the increased restrictions while shopping make it more difficult during covid. I chose items, wrote down notes and chose a time. I stated I would be at work at to please communicate with the other number listed they would be available- my boyfriend was home and was awaiting the delivery. The shopper did a great job picking items like I asked, she did get one or two I asked her not to since the specific item wasn’t available and she got the substitute I didn’t want. I asked for the groceries to NOT be dropped off it no one was there (that’s an option). We were never notified of the shopping, the groceries en route, the drop off... other grocery delivered do. I’m glad I came home for lunch because I came home to my groceries sitting outside in boxes. I know they had been sitting there a little since they were a little warm, but not completely hot. My boyfriend had ran up the road for an errand and I just happened to get home before him. I did my review and it said someone from Instacart would reach out to me, but so far nothing. It makes me want to not use Instacart again.
I’ve tried submitting this review multiple times, and days later still have yet to hear from anyone about my issue.
CynJosch - A Great Service
I had the app several months now and finally placed an order this week. My only complaint is why did I wait so long? I’ve been getting my groceries delivered for years via Peapod and Shoprite but Instacart’s set up is so much better. You can add/edit your cary up until your personal shopper begins shopping - and even then you can add things to your list simply by texting/chatting thru the Instacart app to your shopper. Your shopper will also text you if something is out of stock or simply refund it from your order. You get text alerts when the shopping starts, when they are checking out, when driver is in route to your address and when they are pulling up out front. The service is rather in expensive too - I used to pay $7-$13 with Peapod and $15 with ShopRite - delivery with Instacart is $3.99 and the service fee I paid for $200 worth of groceries from 3 different stores was $8.93. And you can tip either via payment or give your shopper cash when they deliver. I certainly am planning to make Instacart a part of my weekly grocery delivery from now on
Hietego - Shady Grocery Delivery Service
PSA: Watch our for those hidden upcharges.
They make it out to sound like a great way to get your groceries delivered when you live a busy lifestyle or just can’t make it to the store. It states on their website that they honor certain loyalty programs that stores offer, so it’s safe to say that the larger, more we’ll known grocers should be supported, right? I ended up paying double what I would have for my groceries, so I contacted their customer service line. Julian said that they do not honor the prices in store and only go by what’s on Instacart. That means no refund for me. Paying for 15 pounds of meat when the price on the packages literally say otherwise for 6 pounds of meat is absolutely absurd. To top it off, they jack up their prices by .40 or .50 cents on a ton of what they offer. That’s nice when you can have $10 off your order with a coupon, but are paying an extra $20 plus $5 service fee and a tip on a $70 order. I ended up spending $90 on a $60 (with $10 off) order after all the adjustments that were made according to Instacart’s pricing. After replying to the customer service rep I have yet to even receive a response within their “2 hour reply” window. It has been nearly a day. I am both infuriated and disappointed with this company and will not be using it again in the future.
ZeeYDee - Not worth it, incompetent shoppers
When I first started using Instacart, I thought it was amazing. I really dislike grocery shopping, and this saved me a ton of time. With each order though, they’ve gotten progressively worse. The shoppers want to get as many orders under their belt as possible, and don’t really care about getting the order right. It started with a few bad substitutions, missing items and lousy produce. The shoppers have figured out a new trick now. They’ll shop part of your order, some stuff that they find easily, and then do a rapid refund on the rest, checkout quickly, and that’s it. You just spent time putting together your order, paying tips and fees, and you can’t cook dinner because half your stuff is missing. Today Instacart screwed up royally. My shopper kept refunding items, even basics like milk and seltzer. I messaged her that she should please find the items, and not bother delivering a half filled order. She called Instacart, and without my approval they cancelled the order. I called the Instacart supervisor and was assured that my order will be fulfilled and delivered later. Three hours later, nothing. Apparently my order was never rescheduled. At this point it would’ve been way easier for me to go to the store, broken leg and all. Wasted a day that was supposed to spent cooking for Thanksgiving.
iamtrack13 - Disability Accommodation Requests Repeatedly Ignored
After three years of regularly chatting with a customer service person, I feel like I have no other option but to leave a public comment in a one star review. I don’t know if it’s an issue with the application not saving special delivery instructions, if it’s an issue with how slowly those updated delivery instructions take to update so my delivery person sees them, or if the delivery person is ignoring the instructions all together. I think it’s an issue with the application not saving the instructions because I have to frequently retype them. I am disabled. I cannot lift heavy objects. Bending over to pick up heavy objects and lifting them is against doctors orders. I request that people not leave things on my doorstep and that they additionally knock hard because I don’t get reception in my apartment and calls and texts are delayed coming through. No one knocks. Heavy items are left on my front door. I need them brought inside into it a table so they are at table level and easier for me to move. I am preparing to have surgery again. Maybe update the application so that there is a checkbox were you self identify as disabled or injured and unable to lift things so the delivery person knows. I’ve had it. You make me cry. But you’re the only option.
SuperCali8 - Your going to regret it!
Iv used InstaCart twice, and both times have been a horrible experience. When my groceries were dropped off to me I had about 7 items on my paper receipt that I didn’t get, but they were rang up, and I was charged for them. They DONT have a phone number(where anyone will answer)so if something does go wrong you can’t speak to anyone. They don’t have a customer service email. They do have a chat on the app. My experience has been the agent doesn’t understand english, or comprehend what I’m trying to explain. It would just be a lot easier if they had a phone number.
You go on this live chat, and no one answers until about 3 am pacific time (9 hours later from when I started the chat) and if you mis the notification on your phone that an agent has answered your chat, your screwed. The agent I spoke to was complaining that they are speaking to 5 different customers at one time. I asked to speak to a manager, and THEY ENDED THE CHAT!!! Yup!!! After waiting 9 hours, ended the chat.
That takes a special kind of Company to allow their employees treat paying customers this way, and nothing happens.
I have yet to get a refund for my item I was charged for, but didn’t get. So I just don’t get about $50 of my money back! And they wonder why people aren’t tipping...hhhmmmm.
It’s a Scam!!!!
kckckckckkckckckckck - The “shoppers” steal your food and the company lets them.
The “shoppers” stole my food multiple times. They are thieves. You report them, and it gets “investigated”, but when I asked if they actually get fired, the customer service representative said “it depends on how many times they steal”. The reason this happens all the time is because they don’t fire the thieves, making it an incredible inconvenience and ruining the point in the first place. There is no way for the actual customer to mark the food as “delivered” which would literally SOLVE THIS PROBLEM and yet the company doesn’t care! This company lacks morals and integrity entirely. They try to buy you back by giving you credits when what they need to do is change their policies and practices. It’s that simple. And what about people who shop for vulnerable adults? My mom used to purchase food with this service for my grandmother with dementia who lived in a different state. Did she ever actually receive those groceries? We will never know. There’s no way my grandmother would have ever known if an order went missing- she would have been confused and never known the difference. This company allows thieves to prey on the vulnerable. It’s sickening. Do not try to apologize to me on this app, because I do not accept it. This company is disgusting and pathetic and unethical to the core.
CustomerS1 - Christmas Morning nightmare
I am not a regular on Instacart but from what I know the service was acceptable. I placed an order on Christmas Eve as I was at work and remembered I needed a few more items for Christmas breakfast. I placed my order by 2pm. My shopper found all of my items and everything was ready for a 4-5pm delivery. I was happy that I’m on way home from work I will have my items once I reached home. I received a message after 4pm saying there will be a delay and my order will arrive between 5/5:15pm. I thought nothing of it its the holidays, there may be delays. Around or after 7pm I received a call from Instacart saying my order could not be delivered and the store is closed.
Imagine my grave dissatisfaction to hear that from 4pm no one could have called then to say there was delivery issues. Perhaps I could have picked up the delivery myself. It was Christmas Eve everywhere would that not prioritize to make sure deliveries can be made?! All I got was I’m sorry that our communications department relayed this message late. Really?! You think?! And here is a $10 bandaid for your troubles. I spoke to what I was told was the supervisor but still the same patchwork. Horrible horrible horrible costumer service Instacart!
I and any other costumer would expect holiday service to be top notch not way below the bar service, Instacart!
Pfheische - Watch out!
I decided to try out trial periods for Instacart and another grocery delivery to compare services and make a decision if I wanted a yearly membership for either.
Unfortunately, I’ve been pretty disappointed by this service and may not try another. After spending a long time selecting items from the app, 9 items were replaced in my first order. The shopper didn’t show much common sense in replacing them, choosing pricey and organic options instead of similar price points. This was my experience through most of my orders. I had to be on the app watching each order being shopped to make sure Items weren’t being replaced by much more expensive ones. In essence, I was spending more time than actually going to the store.
Most disappointing is that I specifically cancelled prior to the end of the trial period, but Instacart went ahead and reached its greedy hand into my bank account to steal the $150 annual membership fee anyway. They forced me to report this and now I have to wait 5-10 business days for a refund. No apologies. No acknowledgement that this was wrong. And somehow it takes much longer to refund than the temporary charges they place on the account for each order. One might suspect it’s their practice to take first and hope the customer just accepts the charge and the membership. Unethical.
defiently yass - Great customer service
Everyone is giving this 1 star but I’ve never rly had a problem w/Instacart. I’ve used it for a while and so have a few other people I know. They have a very reasonable delivery charge and on top of that I am always able to use coupons when I order making the delivery completely free. I wish that they had sale prices because some stores such as pick n save aren’t a very good deal if there are no sales. However after ordering directly through multiple stores I’ve come back to Instacart because of their great customer service. When I ordered through pick n save there was ALWAYS a problem that ended up w/me being way overcharged so in the long run Instacart has saved me money. The only problems I’ve had have been w/getting wrong/expired or old items but that is a problem you will encounter with any delivery service and is not Instacarts fault. I’ve messaged them a few times after having a problem and they respond promptly and I have gotten a refund/store credit everytime. I definitely recommend using Instacart!
Netizzz - Greatest if you have a need not to go out.
Quick, convenient. Efficient.
I’m having things delivered from 3 stores. Bevel in these crazy times I’m having 2 hour delivery. I ordered at 6:15, first small order, one bag, from the pharmacy arrived by 6:30. The two other orders are bigger. Different shopper for each store. No contact required. The deliver to your door, or you can specify. They keep in contact all along the way as to when shopping starts, if something isn’t available and something for a substitute, when they are checking out, and when they are on the way. Perfect for staying out of the stores or if you have a mobility issue. For us there are 8/stores available including Costco, a Pharmacy, Bev Mo, an office supply store, a pet store, and 3 grocery options.
If you are planning on using it a lot, consider Instacart express. $9.99/ month, or $99/ year for unlimited delivery as long as your order is $35. Shipping is usually $3.99 -$7.99 in my limited experience. There are applicable taxes, a place for a tip, and a 5% processing fee. For us, we’ll worth it.
Bothered user - Terrible customer service, confusing and full of friction app design
I’m a new customer who received some credit and was told the credit will apply automatically. I placed my first order and it didn’t. I was trying to place my second order and the credit still wouldn’t apply. I reached out to the first customer service. It took 10 mins in chat for her. She agreed to apply the credit for me. When I ended the chat, I noticed the credit not only not applied but also completely gone from my account. I tried to call CS second time. This time, another person told me she couldn’t see any credit on my account and provided a bunch of other information that’s conflicting with the first one. She’s also asking for proof that I have ever been granted credit at all out of their mercy as I was a liar. I’m totally fed up with this customer service and decide not to use it ever again.
As a Product Manager, I also find the app design is very confusing and full of friction. Latency is a issue, it takes 2 secs to refresh my page which I only experience on Instacart. Too many touch points designed in a small page which makes it unnecessarily busy for customers. I even wonder if they care about shopping experience.
Overall bad experience. Will not use it. Will not recommend it.
y2kpy - Dishonest Untrustworthy Company
Let me start by saying if I can give less than one star I would.
Instacart was just outright horrible, dishonest, and will steal your money. First off I decided to use this app because as a college student studying for finals it was easier to get some groceries delivered, however after placing my order and waiting the hour or two for delivery the app suddenly says delivered. I didn’t see the person nor did I ever receive my groceries. I called up support and they offered me a refund, but I didn’t get the full refund. Apparently you still get charged the $2 service fee even if you never got your stuff. Secondly, after not being able to get my groceries and deciding to delete my instacart they decided to charge me $150 for instacart express? College student just trying to get by and now I’m sitting here trying to call their so called 24/7 customer service to see what’s up with this insane charge. Lastly, their customer service can say it’s 24/7 or what not but when you call you will either be given a call back in who knows how long or be on hold for eternity. The electronic response told me someone would come take my call within a minute and it’s been over 20min and I still haven’t gotten ahold of a customer service representative. AVOID THIS APP! DO NOT BE SCAMMED! YOU WERE WARNED.
ccffppll - Great for awaiting / recovering surgery.
I suffer from a rare disorder called snapping scapula syndrome. I stopped shopping for mostly the beginning of 2019 because the pain was just too much while reaching for items and carrying bags. Then I found Instacart. What a life saver! As I await scapula surgery next month, I have been ordering weekly and it’s great to have someone else bring the heavy bags to my door. Some drivers even insist on bringing them through my door and onto my couch for me. It is extremely appreciated and I show that appreciation through the tip. Unfortunately, I had a driver today who didn’t even come into my parking lot, but stayed on the street and told me “they’re here”. I had to cut through my parking lot and a yard to meet them on the street to get my bags from them and carry them back to my apartment. My scapula were throbbing afterwards. I contacted InstaCart about this inconvenience and someone called to speak with me in 5 minutes. They generously gave me a $15 credit towards my next order too. This one driver will not deter me from continuing to use InstaCart. It’s a great service.
Alli2466 - Frustrating App
I’ve encountered two major problems with Instacart. First, Over the past couple days I have been developing a list for delivery. I used our small business office address for delivery but later changed it to my mom’s address since our office would be closed. Her house is less than five minutes from the office, but I quickly learned no stores would deliver there. I couldn’t even get curbside pickup for a single store. Her house is within five to ten minutes of several stores listed as available, yet the app repeatedly popped up a message that “there are no available stores in your area.”
The second obstacle was scheduling any delivery at all. I assumed it would be smart to place my order for a couple days out to make sure it was not a last minute delivery and I could be there when it delivered. I use a variety of complex apps in my work with no difficulty, but I could not find any way to choose a delivery date or time beyond the one generated by the app. It seems they just deliver when they deliver. This problem is what prompted me to change the delivery address in the first place. At least my mom would be home when the delivery arrived. But no luck. I deleted the app out of absolute aggravation.
Mobius212 - Very helpful at times
I usually don't write reviews but this app and service has been so helpful. I originally used this app to try out for my older mother to use who can't get out of the house easily. I usually do the shopping for her. But for the last month my hand has been in a cast due to a fracture that prevents me from driving. This service has been essential to helping us get our food items in this time of need. The shoppers are very friendly and help out when delivering to your door. You don't even need to walk outside.
There is only 1 con I have to this. They charge a service fee(on by default) instead of a tip to the shopper. You can manually reverse it to have a tip go all to the person who shops for you before checkout. I can understand needing to fund the other parts of the company but not like this.
Other then that, I love the service I receive from them. And they have all of the local stores I normally shop at available. The app is well built, have never had any issues ordering on my iPad. Thanks so much for coming up with this service!
Rossone - Avoid this terrible waste of time. What a mess!
This app and service is garbage. The problem is the app itself, as well as the stores. I placed a small order of very standard stuff, groceries and cat food. It was all very main stream and name brands. The shopper messaged me on the extremely confusing messaging system within the app to tell me that they were out of every single item in my order. I asked to cancel the order. They said it would be canceled. Then I ordered again from a different store. 10 minutes later, I get a call, not from the shopper, but from Instacart. They told me that the first shopper had ended up being able to find what I wanted! I said I had already canceled it and place the order with another store. The line she was calling on had so much distortion I could barely understand what she said. Then almost the same thing happened with a viol second order I placed. Nearly everything was out, and the shopper kept texting me for substitutions. The in app messaging system is a mess, confusing, you get messages 10 minutes after they send them and then a batch all at once. Why are stores posting things that are unavailable? I understand that an item might be out of stock here in there, but this was literally everything in my order across The whole store.
Jjobear - This product is designed to trick people into paying more money
I feel like this is an evil service, everything is designed around charging more to the customer. Each item costs $1-$2 more than what it would cost if you purchase yourself and even if you purchase a subscription, you only get to use it after purchasing over a certain amount - is it around $30? So then let’s do the math, you need to spend $10 or more to be able to use the service, if you don’t spend over $30 you need to pay $7 to $12. That means that if you bought 1 item over $10 you will be giving them $2 +$10, that’s like $12 - it’s even more expensive than the price of your original item. If you hit the $35 mark and get free shipping, you will still be paying around $10 or more for the markup in price of your items. For the subscription, I was just going to try it out per month, then suddenly I found that I got charged for an annual subscription. I really feel scammed. Bad pricing design. If you are going to try to monitize your product, you should do it in a way where it’s either hard for people to calculate or make a balance it in a way that people feel like they are getting more value, this is so scammy that it makes me angry, such a great concept but evil product design mentality.
MeggyMads1995 - I really wanted to like Instacart...
I’ve only used Instacart twice and I am so disappointed. My first order showed up on time, however my groceries were completely bashed. I’m talking completely smashed loaf of bread and a mustard bottle without a cap... how does that even happen?? My second attempt with Instacart was so much worse. I put in my order the night before so that it would show up right within my desired time slot the next day. I got an email about halfway through the slot stating that my delivery was postponed to a later time. Okay, fine. I can wait. After the second delivery period that I was given came and went by over an hour, I started to get a little bit irritated. I wasn’t given an update until I poked and prodded to the point of calling customer service to have them call the store. In total, I contacted 3 different representatives and only one of them took my request seriously. My order had been completely forgotten. Due to all of this lack of communication, my order ended up showing up 4 hours later than my original delivery time. Thank you for making me waste an entire day waiting for groceries. I would have taken bashed groceries over the amount of time that I wasted waited for my stuff! The delivery guy was nice. That’s the only reason Instacart deserves a star.
Munkiiluv - I really wanted to love this service
I was left with a bad taste my first time trying Instacart... it is a very convenient service and i love the idea of how it works. With that being said, i ended up paying more for my order than expected.I was also missing items in my order. I was charged more for a package of chicken then what it actually cost, the package had the price right on it yet they still charged me more for it.
When i called customer service i spoke to a girl who was not helpful at all and continued to talk over me. I requested to speak to her supervisor hoping he knew more about costumer service and would be able to help me. He was even more impolite than she was. Even though he heard my new born baby crying in the background he was not able to sympathize with me or provide anything for my bad experience.
They claim that they don’t honor the stores pricing therefore you end up paying more for your order than what you initially intend to pay. Its not about the few dollars but about the principle behind it. They are not upfront about this which is very misleading. Please beware...
After everything, Instead of providing me with my money back for the missing items, they just gave me an app credit. Something i did not want as i will not be using them anymore.
I am really disappointed!
MissAlina407 - Mixed experiences
I don’t want to give an totally negative rating, because I have only had two delivery experiences so far, and both were total opposites.
First experience, I placed an order for Publix and my shopper was SO communicative, keeping me posted on where she was, items that weren’t available and suggesting alternatives, etc.
Second experience, the shopper didn’t communicate with me at all, the app indicates to me that I was getting my whole order delivered - only to realize upon picking it up (no contact delivery on my doorstep), that over half the items WERE NOT PURCHASED.
I wrote a review and gave a rating for both of the experiences. For the second one, I received a message from customer service that I would be credited $X to my account for the next order...which I can’t find anywhere. Trying to get someone on the phone or on live chat is near impossible given the crazy high volume of calls they’re getting. I had signed up for SHIPT and decided to cancel because I thought Instacart would be a better choice (and the basic service has no monthly fee)...but now I’m thinking maybe this is the service I need to drop and move back over with Shipt.
ahigh8 - App and service needs improvements
I’ve used Instacart twice and unless there’s significant improvements done I will not be using in the future. Problems both times. First time there was an issue with being able to communicate with the delivery person (some responses were coming through as texts and others in the app, and we weren’t seeing all of each other’s responses). Second time using the app today was order issues. When I arrived to the store for curbside pickup at confirmed time, the app wouldn’t let me use the touch link to let the Instacart person know I was there. After calling the store to let them know I’d arrived, they weren’t finding my order. After being on hold for about 10 mins I was told my order had just come through and it’d be another 40 mins before the shopping would be done. I would have just cancelled my order and gone in and personally got the items, but while waiting I read through the reviews here and the hassle many have experienced trying to get ahold of customer service for refunds and issues to be resolved. I didn’t want to take the chance so I rescheduled to come back for pick up. It seems what I’ve experienced is what many are, as well. Great concept but unfortunately unreliable service and a clunky app.
Grandmaplenty - Groceries charged to someone else
Last night I thought I would try out your service. I picked my groceries and the 2 hour time slot. The time it said it would be delivered changed to 4 hours later than I picked. Then I got a call that their staffing was down and no driver so I could cancel my order or wait until the next day. I said next day would be fine. They told me the earliest would be 9-10 am. I said that would be fine. The person picking the groceries started at 9:30 this morning and after many replacements and requested refunds, my groceries were delivered at 10:50. As I’m putting the groceries away, I come across a loaf of spendy bread I did not order. I would never have ordered it because it tastes like card board. Then I notice it is NOT charged to my account, it went on someone else’s card. I called the grocery store where the groceries were picked from and was told they don’t have this service. I’m like what the heck! I have the receipt in front of me. I’m trying to do what is right and she is arguing with me. So at the point of this review, it has not been resolved, and I am waiting to get a call back from her with her instructions from Corporate. I won’t be doing this again. All convenience went out the window.
davidprinstein - 🤮🤮🤮
It is the worst platform you can see, they only think about customers, customers are rats, they report all kinds of fraud, they always try to get their money back, shoppers always trying to do their best work, I never in my life put I'm happy when I was looking for a product and I found it after 20 minutes looking everywhere and then you get it gives you happiness, Instacart does not understand that, Instacart now has the offer to send Costco 3 orders in a batch for each batch and the distance between each house is 25 minutes, driving about an hour in only one order at Costco, customers give you the worst stars, they take your tip and always doing your best and then you wonder what happened, I could Find everything in the order and because I take the tip if it was very nice, the problem is that they are rats that buy and want everything for free, they are not all but if there are many who are like that, it is not fair and we must pay this, c hen there is an order they send and we don't do it, what do they do? They increase it and do they know why? because we are the ones who have control, we must give bad views in Instacart so that they help us more and do not let customers do that, if we do not they will continue to play with our money
RDASAG4563 - Just horrid!!
I don’t usually take the time to complain about something, I choose to just move right along but I cannot pass this opportunity up to vent about this horrible business!! I have used the Instacart app several times since having a baby and the concept is wonderful! However, the last few times I have used this service, it has been horrid!! I don’t know how they employee their drivers, but it’s terrible. I have requested that the drivers DO NOT ring my doorbell and to leave my groceries on the porch. So instead, one driver rings the doorbell 3 times and then continues to knock and then my most recent driver also rings the doorbell after my note/request NOT to. I asked them if they don’t see these messages that the app allows us to leave with them and neither one of the drivers could give me a reason why my message was not read. The last two times my groceries were delivered, everything was covered in the stench of cigarette smoke. Lovely. My dish soap had the lid off and spilt all over in the sack. These employees are LAZY and the customer service is just dreadful! When I go to the same store just an hour after and I am able to locate several of the items they listed as being “out of” my suspicion was valid! Invest in better employees and customer service!
Newtonswdc - PLEASE. STOP. MESSING. WITH. LISTS!
PLEASE. STOP. MESSING. WITH. LISTS.🗒 😫 The lists are the *best* part of this app.🤩🤪 It’s worth the increase in prices💲🤯, it’s worth all the ways you try to trick us into paying extra money🧛♂️, it’s worth all the weirdness with the shoppers 👩🎤👨🎤👹, yet you keep messing with my lists! 😫PLEASE STOP.😠 It used to be very quick to place an order. It’s even worth the DOZEN or so clicks it takes to even *get* to the lists.📱 I had spent a lot of time 📆placing the items that my family members are *likely* to eat or can have on their diets.🍽 Then when I had about 5 minutes of my VERY BUSY schedule to place an order, I just went to the list 📑I wanted, boom boom boom, added the items🛒, placed the order, marked, ❎“No I didn’t want to pay 10% for this”, ❎“No I don’t want to pay 10% for that”, chose a delivery time⏰, sent the order 📧 and it was done! 🎊🎉🎈🎀And I usually tipped generously. 💰 Now my lists have become “categories” 😦🤔 and I can’t add a new category and populate it with items. 😲 And I really need to because the doctor put one family member on a new specific diet🚫🍇🚫🍚🚫🍕🚫. PLEASE. STOP. MESSING. WITH. LISTS. 🗣📣📢... Take a look at the other reviews, there are so many other problems with this app⁉️☎️⚠️📛📵🆘. Please don’t fix what isn’t broken. 🚫💡🚫.. BRING. BACK. LISTS... Please?
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