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!
PlutoGirl - App ok but misleading and some issues
I have been using instacart for awhile and overall like it. 2 big things keep me from giving it a better rating.
1. The app allows you to define acceptable substitutes or say you would like a refund. I always fill this out because it is frustrating if you miss a chat asking if they can substitute and you end up with a poor substitute that you won’t use. I have been told directly from instacart shoppers who keep badgering me to offer subtitutions on items I marked to refund that they never see these preferences. The feature would be really useful if it worked because otherwise you get tons of chats with pictures of empty shelves which aren’t helpful at all or constant “how about this? “ sub requests. The failure for shoppers to honor these requests is my #1 pet peeve with the app and service.
2. Lately about 20% of our orders are clearly being shopped with way too many others concurrently. You can tell this in a few ways: a) a shopping for 10 items takes 2 hours which also means you have TWO HOURS of chats and sub requests to monitor, b) the cold items arrive at almost room temperature (for example my ice cream arrived today and was LIQUID-we got it off the porch 2 min after they left it) c) higher error occurrences - wrong items delivered vs receipt and d) you get an alert that they are 7 min away and then 40 min later get one that the deliver time is pushed back almost 45 min well past the original estimate.
Instacart shopper experience - Love the app but here are my recommendations to make it better
Instacart should allow shoppers to only remove a percentage of the tips & not the entire tip especially if we got 80% of their items and attempted replacement items via chat. it would also be helpful if they could leave a note as to why they lowered the tip so it can be a learning opportunity for the shopper. It’s unfair that we meet the shoppers sometimes ridiculous demands, shopping for items that are not on the list because the app doesn’t allow them to add it to the cart; we go over our allotted time looking for items and they have the audacity to remove the entire tip. It’s unfair! Im in a couple instacart groups it’s sad how many people get tip baited.
While one the topic of instacart groups, instacart should have their team members join these groups what better way to make improvements within the company then hearing unfiltered truths from shoppers and customers.
Lastly it would be amazing if we had a call center to call instead of a chat, to get help. Texting back and forth is too time consuming I would love to speak to a representative to get my problem resolved asap so I can go about my day, it can be a little frustrating when there’s a communication gap between you and the chat agent.
All in all Great app I love being an instant cart shopper it’s allowed me to supplement my income while trying to start my own business 😊
Another customer about to bail - Hit and miss
They just changed the app and now they’ve placed the cart at the bottom. Why? It was better up on the right at the top of the screen and easier to see ? Another dumb decision, when you finish shopping and paying for your order, the cart does not show 0 anymore. The items remain in your cart, even after you receive confirmation that it’s paid! So if you need to go to another store and start shopping to schedule another delivery, you can’t do it.
Nice going, Instacart. Then there’s all the random missing items, shoppers who don’t read your instructions and bring you the wrong things, lost tomatoes that they say you got (and charge you for)… but you never got. Time wasted sitting on the phone calling Instacart customer service to explain all these things or take pictures of your smashed items or plead your case on those tomatoes you never got, etc. Add in the smashed bread and broken eggs and you get the idea. But the upside of all this is that occasionally you get a nice shopper who is good and reads your instructions and texts you as needed and delivers your stuff quickly. Hopefully not showing up with all your cold items warm because they delivered four different orders and you were the last one they delivered. So, I guess if you can handle all the bad, the benefit is,…”you” didn’t have to go to the store. We got someone else to do it for us. But it’s always hit and miss if it’s going to be a good or bad experience.
Thisbeauty_iza_beast - Great way to earn money but very one sided
I love shopping for Instacart. It’s a great way to make money quickly however, this app/ company is VERY customer driven. Your shopper rating determines your earning potential and it’s not fair at all. Customers can lie and say items are missing from their order or that the order is missing all together and you as a shopper receive a lowered rating. Customers can also give bad reviews and rate 1 star for things out of your control. The lower your rating the lower your earning potential. The lower your rating the more likely you are to get the batch’s NO ONE wants like the low or no tip orders. Disputing the claims don’t do anything to help even when you take your pictures and attempt to text the customer when items aren’t in stock and the customer doesn’t respond. It’s very easy to have your ratings drop and harder to get them back up. The lower your rating goes the more likely you are to have your account deactivated. Instacart needs to fix this and make it harder for the ratings to drop. Anything below a 5 star review drops the rating as well so you HAVE to get 5 stars everytime. But I guess until enough of us shoppers get on them about this it will continue to happen bc hey the demand for this huh job is high so they don’t care if they lose a shopper however many shoppers care if they lose this gig job. Anyway just wanted to give anyone out there a heads up on the inside workings of this app to make a sound judgement and be aware.
Kiwi2632 - Kathy
Several of my items in my pick up order were missing. I called foodlion and I was told that those items had in face been given to the wrong person. Not only did they not have to return the items they weren’t charged, which that’s perfectly fine with me. My issue is that I then had to go to the store and pick up those items and still charged for them. I was the only one that was inconvenienced. I expressed that I understand that mistakes happen as this was not the first time but to repeatedly have these issues and I’m the only one that is losing out is not okay. I ended up speaking to Kathy’s and her customer service and telephone etiquette is not up to customer service standards and I believe she really doesn’t like her job. While conversing with Ms. Kathy I was given attitude. I was told that the other customer had nothing to do with this and why was I even bringing that customer into the situation. She asked what was she suppose to do about it ? I expressed to her that I was in no mad enough with her to give me attitude but I was the only person that was being inconvenienced and what was foodlion going to do to rectify the situation. Long story short, I did end up with a refund but it was not without incident and not given as a refund that wanted to keep a customer. My suggestion to Kathy is….if you aren’t excited to deal with the general public during the good and bad times, find another job.
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.
Me1053 - Always an issue
Okay so I started Instacart before the Pandemic started and was over joyed with the amount of money I was making in a short amount of time. I liked it more than DoorDash. That was within the first few weeks of being a shopper.
After I would have a whole bunch of issues and glitches making my orders take longer and more difficult to do. The year 2020 I had an order that was roughly $500 the app glitched and erased my profile just as I was on the way to deliver the items and it took the Customer service hours to even do anything that could help. There was an order before that where the app glitched and I was sitting at the customers house for hours waiting for a resolve.
Fast forward 2021 I use the app under my moms information and didn’t have a single problem with the app except for bad connection here or there. I try to reapply (because the app glitched and deleted my account) under my own information again and was already having issues like it wouldn’t let me update my phone information. I tried to get a rep and they seemed helpful but then I couldn’t get to the chat to answer any questions. I finally get to the chat and had to start a whole new chat with different people who weren’t even able to help.
It’s all been a headache and very disappointing. It seems they’re doing all these updates but not fixing anything that actually matters.
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.
Super Daddy D - (My poor Instacarter)
I have use the app multiple times and had had many many many reasons to delete it and reasons to never put my information on this app ever again I advise is because the prices are over shot and the service is out of hand. I had tried to order a big order and my Instacart person had took in my order, natile Milan they had still charge me for it, then I charge me extra for weather conditions, extra Fee for service charge, tell a year after I have yet to hear from the incident, Support did not support anything, and work that one of the stores they had delivered from they had said my order was purchased and I will not be able to get any refund from them either, I had also purchased a $300 gift card as a present and a gift it had never been received, They told me to order it again I felt insulted, I use all my information and my Insta Carter contacted me for any notice from Support, and I had to change my number three times because of it. These were just some of my 50 orders that I have please using this app and forgiving the times that are it has wronged me but it still happens and I’ve learned to just not use the app no more. I had also had many encounters with discriminatory situations dealing with random Instacart people coming to my place of business and really acting in a way that I cannot even describe many on drugs or many just really in responsible. Lost customers because of a permanently. Never having them in my location again
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
Pissedofffflady - Never again
I don’t understand how when you go to a grocery store the night before and they have various items that you need but you don’t have time to grab them because you’re a sick kid in the car so you decide to call Instacart. But then they cannot find any Ramen noodles in the whole store even though there is a whole aisle dedicated to that. Every time I order from Instacart I think it’s going to be different. The shoppers don’t even try and then when you say I’m gonna chip you $10 because my order was $50 they get mad when you change it to two dollars because there’s literally only actually two items that they shopped for in a bag on my step. If they actually did their job and shopped for the stuff that you want and then I would not have a problem in the world and I understand things become unavailable. So before I wrote this review I called giant and ask them about said items and they wait and walked in the aisle and said yes we actually have about 50 units of the one item had about 30 units of another item and quite a few other items they actually did have in stock but they didn’t bother to actually shop for them. And then the worst part is is when you try the trial free delivery and then you cancel it a day before the end of the trial period. But then two weeks later you look on your bank account and they charged $100 for an Insta cart membership I think we should definitely boycott Instacart people have no work ethic anymore!!!!!!
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.
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!
RoxiSink - Order cancelled by shopper on delivery
Extremely disappointed. I used the app to place a delivery to our hotel while on vacation. First of all the app is very frustrating to use to place an order because nothing is easy to find or navigate the store departments. There are so many things that target sells that don't fall under any category in the app and they can't be found on the app. So I put in a special request for the item, being as detailed and specific as possible but they can't figure it out. Not even the worst part. I put instructions to leave our order at the front desk and gave my name and room number. I got a text notification that they couldn't contact me and asking if I could meet them outside. I replied please leave the order at the front desk and by the time I got the app open and order pulled up they had canceled it. Nothing I could do now. (This was only 3 minutes after sending me text notification asking my to meet them outside, which is not even enough time to walk downstairs from my room!) what's worse is there's no way for me to contact them through the app to complain. Which is why I'm here. Even when I follow the prompts about contacting them about a recent order I select the order in question and then it just pulls up that order and has no where to leave a comment or contact them at all. Worst app ever. Gonna try click list and never will use Instacart again. Wish I could give zero stars! Don't waste your time like I did!!!
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.
Wiggibg - The worst customer service ever!
I made an order from Walmart and the delivery option it showed to me was the next morning. Next morning I received an update that my order will be arriving till 2:30. Later I received a message with apology and updated time was 4:30. Later I saw my time changed to 5:30, I wrote in a chat to a representative, few times he assured me that I’ll be receiving my delivery before 5:30. 30 minutes after the time changed to 6pm. Then to 6:30. I started a new chat asking what’s happening. Because if I knew it would take the whole day, I would be never ordering that. The other one assured me that till 7pm (!) I’ll be receiving it. During the chat the time already has changed to 7:45, while he was telling me about 7:15. I asked for them to make sure and to check when the shopper will be assigned to my order, they were repeating the same sentences telling we are apologizing and giving me $5 credit, when I already saw that the delivery time changed to 9pm I asked the supervisor to call me back, I was assured that there will be a supervisor calling me in 30 min. Should I say that no one called? I spent hours on all those conversations and they were giving me $10 credit for future purchases??? Why should I do future purchases if I can’t receive this purchase? At the end I just had to cancel the order and go to buy all I needed by myself. Will never use this service again and also will not be suggesting to anyone to use it!
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!!!
Jemagema - Express Delivery is a Scam, Item Quality Suffers
I had a Instacart for two years and saw the quality of my ordered products quickly decline. I was getting produce and dairy products that were rotten or expired despite leaving a note for my shoppers to get better quality products. It honestly didn’t even seem like they were trying. There was more than one occasion where I ordered using express delivery, and my order would be delivered late. The last straw was my final express order where my shopper hadn’t even begun shopping until my delivery time frame was about to be surpassed. When I reached out to customer support to cancel the order, they told me that there would be a $15 cancellation fee, but they would waive it. Though I appreciate them waving my cancellation fee, I find it ridiculous that you would offer a service like express delivery at an extra cost, not actually provide that service, and then tell the customer that they would be charged a cancellation fee otherwise. The customer support representative told me that there was a high demand and multiple orders that my shopper had to complete which is why there was a delay. I understand high demand, but perhaps you should not offer express delivery if that’s going to be the case. You’re essentially tricking your customers into paying extra for something you’re not going to do. Ultimately the poor quality of my items and the false advertising contributed to my decision to cancel my subscription.
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
Djnobody - Expensive hold that can’t be waived
I lost my license so Instacart came as a relief. I love the app it’s user-friendly and has all the stores that I would need in my area. The one thing I do not agree and will be deleting this app for is the 10 to 15% “authorization hold“ that they charge you on your total order, just in case you want to add some thing while the shopper is gathering your items. I don’t know about anybody else, but I spent about an hour making sure I had everything that I needed so that that wouldn’t happen. This hold amounted to an extra $30 I have a daughter, and with everything going on in the world today I am limited on funds as it is. Waiting an extra 3 to 5 business days, it being a Saturday today, to get that $30 back is not an option for me. On the other end of it if I only have $160 in my acct to begin with, like today, that takes a big chunk out of the things I am able to get. On top of a delivery fee, a service fee, and a tip for the driver. I say you guys are taking too many fees on top of this “authorization hold” it forces me to erase crucial items from my list and/or to cheap out on a tip, which I’m sure the driver relays upon themselves.
Instacart can be great with minor changes. I’ll be paying my next door neighbor, who’s out of work due to covid, $15 flat fee to go a .25 mile up the road to do this. I suggest others find a cheaper, more efficient route as well.
1998princess - Drivers stealing and false delivery time promises.
Sometimes I get what I order but never trust them to get produce unless it’s frozen. Too many times we have gotten rotten or moldy produce and tell them to please make sure it’s not but of course they don’t follow directions. A lot of the times there’s missing items that they say they bought but don’t show up or we end up with 5 boxes of unwanted protein bars that I’m allergic to. We get our money back when it happens but it’s still frustrating. This past month we ordered and the driver stole half of our order. It was only the essentials we needed for the week that were stolen (bread, milk, bananas and vegetables). The driver refused to call to confirm she was here and walked right in the building then said she was getting the rest of our stuff from her car and drove off. Clearly not her first time doing this and we look like we’re getting a refund for stuff that should have showed up. Pay drivers more so they don’t feel the need to steal. And we placed an order yesterday night for today to show up before an appointment that cannot be rescheduled and now the order is delayed for 4 hours after our window we preset ahead of time. We’re tipping 30%+ so it’s not like it’s that reason but we set the times for a reason and this app is literally supposed to make grocery shopping less stressful for busy people and clearly not working.
1Rich Girl$ - 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
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.
A E Garfield - Not so great
I won’t name names, but I’ve dealt with this shopper before & had problems before. I find that the men shoppers are more clueless than the women shoppers. I did not authorize substitutions, but gave very specific instructions for certain items. He bought a huge quantity of cases of a type of soda that I did not ask for. I’m wondering how well this shopper reads, because he just doesn’t seem to read & interpret the directions at all. For instance, I wanted freeze-dried mangos. I specifically stated that I did NOT want dried mangos, but freeze-dried mangos. He bought dried mangos, which contain sugar & other ingredients. This is frustrating because I now have to return all of these items. I’m handicapped, so I have to wait until my helper comes to return these items. Then, when I’ve had to return items before, my refund doesn’t show up in my bank account for about five days! I always hesitate to have Instacart shop for me because I’ve had more unsatisfactory experiences than good ones. If you use this service, be aware that it’s a crap shoot. Sometimes you get a great shopper who texts & communicates, but then you can also get someone who does not communicate or follow instructions & makes unauthorized substitutions that you have to end up returning. Oh well . . .
BlackScriptures - Pay Attention to Unknown Charged
I have been using Instacart for about awhile now and I have recently noticed at first what I thought was a glitch in the system. I would pay for an order and would notice an additional charge. For example I’ll buy a gift card as to not always use my card. My total came up to $38 then used my entire $40 gift card balance along with charging an extra additional $10 off my card. I looked at the receipt an couldn’t understand the additional charge. It can’t be a service fee because the service fee is already 2 and it shows you beforehand. I ended up placing an order that my reciept shows including delivery, tax, tip and service fee it was about $26 in total but my card was charged an additional $9. If you look at the bottom of the screen it states that want you press the submit order button you agree to pay that order total along with an additional charge to your card. It does not explain what this charge is for or why. So in total your paying for your groceries that are over priced than in store (check your receipts) , delivery fee (unless you have a subscription), taxes, service fee along with tipping and a mysterious additional charge you are spending a lot of money. I would say Instacart is a good app if you want a few items and you don’t feel like going to the store or mind the extra charge.
Doreen N. - Zero Customer Support??
Zero Customer Support?? My first order was canceled then I received a notice that my other two orders were canceled! The shopper said she knew nothing about it then immediately logged off. The following day I received a notice that they were delivered! Like heck they were!!! I hope I don't receive a charge for them because I cannot get a hold of them! In addition they need to refund several items since they included items to make a dish and the two main ingredients were in the other cart that wasn't delivered! I'm not spending $100 (min) on a dish that doesn't have the main ingredients! Their reasons for cancelation were bogus (because the store had different hours and low stock? Excuse me? They were open and had the ingredients!!) I don't know what they're up to but I'm really disappointed in the fact that there's NO ONE to speak with! They say to go to the website but the website just refreshes with the same image and you cannot click on it. It appears they've also whited out the comment section for review as well! So be sure to write your comments on a black email and change the color to black or dark gray or something similar.
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.
S-CD - No Cancellation Option
I generally love using Instacart. It’s a good option if you can’t make it out to the store for whatever reason. However, seeing that some of the items were not available, and I do need it for my babies, I wanted to cancel my order so I could just make the trip myself. I changed my mind within a minute of submitting my order. And there was no way to cancel, because a shopper was already on it. While that’s not a bad thing, it doesn’t allow the buyer enough time to cancel if they need to. Instacart should work on a policy for this. Like give it 5-10 minutes before a shopper starts, to allow enough time for a person to determine the urgency of getting something themselves or letting a shopper shop for them. I know some people may not like this, but I wouldn’t mind waiting, if I saw that it would be more worth it for me to take the trip. Seeing that some things that I needed for baby now are not available, it would make sense to have a policy for this example. Because not only do I not get those specific items, I wasted money on fees when I could have gotten them myself. I’m not trying to refund for that item or get something similar. It does not work for picky baby eaters. So after I get my order, I’m still going to have to go out and get those item myself. Not just annoying but such a big waste all around. That’s all.
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.
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.
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.
Knowing Customer - Customer Review of Instacart
I appreciate a service that can shop and deliver food when someone either is unable or chooses not to go grocery shopping themselves. For the most part shoppers try hard to do everything they can to make
this a positive experience for the customer. They read and follow instructions, text when needed to clarify instructions, and notify a customer when an item is unavailable (and ask if they can get something else if the customer has not picked a possible replacement). I realize that even the most careful and conscientious shoppers can make mistakes, since no one is perfect. However, these mistakes can at times be frustrating for the shopper.
Especially if by just putting in a little extra effort by sending a quick text to clarify something would prevent the mistake. Today I received an order where I specifically asked for 2 pieces of fish I was going to cook for dinner. My order came and there was only 1 piece. Now I do not have enough servings of fish to make my dinner. This is frustrating. I don’t know if the shopper did not read the specific instructions or if the store was 1 piece short. If the shopper would have texted to tell me this, I could have asked for a replacement.
Superredree - TERRIBLE QUALITY OF SERVICE
First off, I want to say I tried to give this app a serious chance. My husband and I both have Covid and ordered groceries Feb 7th from Aldi and out of all the items on our list only 1 pack of ground beef was delivered. Mind you, no one ever called to tell us about our delivery, and there was no way ALDI was out of every item in that store. The driver basically took our tip, and avoiding getting any other items or making adjustments. We talked to customer service and they took the driver off future routes for us. They were generous with credits so we thought we’d give them another chance. We talked to a manager and explained our situation and that we needed food in our home. He even said we’d get our refund back in 5-10 business days. So we ordered what we could with the credits. 😒 🤬 ON FEB 12th: I’m deciding to no longer use the service because this is the second time I’ve ordered with Instacart and my order did not arrive at my home. Not one item from “SAM’S CLUB” No one even called upon arrival as I requested and the groceries were not by my door or the door of the front building. I’m sorry but fool me twice, shame on me. Now I have to wait 5-10 business days to get a refund. I’m terribly unsatisfied and will never use this service again and will be telling all my friends and family about the quality of service here. We’re sitting here with COVID and have no food!!!! WOW! I’m so over it.
Kdkdkdzfjbxfhj - Great shoppers, horrible customer service
I’ve used this app twice and I used it a second time hesitantly but wanted to give it another shot. The shoppers are awesome. The company itself and the customer service is horrible. The company has zero quality control when it comes to pricing. My first order cost $145 on the app and the receipt from the store showed $120. I was told that stores set their prices and there’s nothing they can do. Yes, I understand there is a service and convenience few but that’s a small amount compared to that gap. Disappointment #1. They gave me a credit for the inconvenience so I decided to give it another shot with a smaller order. The shopper marked 2 items as “refund” since the store was out of stock and didn’t have a replacement item that I wanted. Totally fine! What’s bit fine is that I was never refunded for those two items ($15 total). My charge was $82 when I placed the order, a week later my bank is still showing $82 paid. Customer service told me it was refunded and there was a credit on my account, neither of which is true. They closed out my ticket even though I told them I hadn’t received either the refund or the credit. So bottom line is that the company is either poorly maintained at a management level or they’re greedy and taking advantage during a pandemic. I’m thinking it’s both. I’ll continue to ask for my refund and avoid this app at all costs.
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 .
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.
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.
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!
IvonneMaria - Check your bank Account!
Not only did my shopper, on one item substitute it for another without communicating it with me but on another item which was supposed to be 2 but gave me one. The shopper also didn’t follow delivery Instructions. I could forgive that. But I was over charged 6x’s on the card I used which has it at its limit with pending charges. When I alerted the help desk they keep saying they show only one charge in their account but my account as of today still shows 3 pending charges. Which has left me penniless all weekend. Apparently they don’t know how a bank works with pending charges. It might drop off quicker for them but not for the customer. Who might need to use their funds. I just don’t understand why they felt the need to charge me so many times, I have never had this problem with Walmart or with my local grocery delivery service. Will not use this service again.
If you like this service, I am guessing you have not ever checked your bank account from ordering the groceries to delivery, you will be charged several times, probably most of you have money to cover the pending charges and it is not a problem for you. But not everyone has the luxury of outlasting multiple pending charges. Now I know the extra charges should drop off my account, soon. But there shouldn’t have been extra pending charges to begin with which has left me temporarily penniless.
HonestReviewJen - Truth about insta
Every single time I use this app, I get so frustrated. Apparently nobody is updating the app where I’m from because it does not fail EVERY TIME I order from insta, they’re “out of stock” or have to refund half my order, when if I drive down my street less than a few miles away, I FIND EVERY ITEM I ASKED FOR. I believe half the “shoppers” refund items because they are too lazy to find all the items. I believe the store and the app don’t communicate and update their list of items. Don’t count on finding any deals or clearance. Don’t count on half the items you order coming to your doorstep. I hate this app. I really do. But what can I do when I am stuck home with COVID and cannot get out to go shopping? Lastly, what is the deal with the payment options? Why is it that every time I order something, it charges THE WRONG CARD? Seriously? I make sure I choose the right payment method and again, it does not fail I receive a notification that a different payment method was selected and charged. What are you insta people doing? Do you even use your app? How are you going to ask people to pay an annual membership when you inflate the grocery store cost, refund half the items, and have outdated grocery items? I called costumer service and sat waiting to talk to a supervisor for FAR TOO LONG. I expect a full membership refund and I will absolutely tell everyone how horrible this service is.
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.
ChipperChelseaK - More expensive but good in emergencies
I appreciate the service in emergencies or when I’m extremely busy but it is definitely much more expensive than just going myself to the store. Especially when tipping the delivery people. It’s not affordable for me currently and I can’t find the worth in buying a membership when I should just go to the store myself, compare item prices, use coupons, and save money. When I do use it, I currently use stores that are labeled with “in store prices” because some items are raised in price. I also wish we could have the receipts so I could verify the in store prices and also scan them into Fetch 😜 I have had great shoppers in the past. It seems there is a new policy where if they need to make a replacement they only offer photos of the same brand. That has been annoying because I’m not buying for the brand usually. I’m buying for the product. Example would be white bread or sharp cheese. If the brand was out the shoppers send photos of wheat/rye bread and Monterey Jack cheese. It happens with all the drivers so it must be something they are told to do. Instacart definitely saved me when I was sick for 2 months with COVID in NYC and live alone. I couldn’t leave and was too weak to do so even if I could. Very grateful to all the amazing shoppers.
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!!
WingNut Mike - Instacart shopping service
I finally decided to use this app on my phone, because I hate to food shop, have always and always will hate to food shop. Yet this condition was hurting me financially by putting me in the restaurants too often and therefore jamming up my monthly food budget. First off using the app was easy and yes, fun. I actually enjoyed making store choices without having to deal with store problems: driving, finding a spot, walking to and from car, unloading car, crowded aisles, checking out. Et:al. Pricing very fair. The first three times all I had to do was pay the driver tip. Then just the tip and a small nominal delivery charge. &4.00 I believe it will be. I picked out a time, and was advised my shopper Susan would be at my home with groceries during that time. She was indeed on time. Before this I was advise of Susan’s arrival at the store and her progress based on item numbers. I was also advised of just a few items that were not available, and that Susan used her better judgment to substitute the items with a suitable replacement. Once she got here she was pleasant and brought the groceries promptly through the front door and put them on the kitchen counter. I will definitely use instacart again to have my groceries delivered. A truly positive expierience.
Mr. Al! - The worst Customer Service Possible!
The app it’s self is a very good user-friendly app, but that isn’t worth anything if the company behind it has no regard for the customer. When I called customer service I am always sent to someone offshore. Usually, English does not seem to be their strong point. I did like the feature of having someone be able to order for me, as I am a blind senior over 60. However after the second order was placed I received an email from the safety and protection department saying that my account, while still in the trail., Was suspended. I was told that I must upload a picture of my credit card. Only then with my account be reviewed. I called back to customer service and explained the situation that because I am blind and living alone I am unable to take a picture and no weather the kite is in the picture. I was told that my account would be escalated and that someone would get back to me within 24 hours. It is currently 72 hours and counting later. Upon the most recent call I was told that nothing will be done unless I send a picture, even though it is impossible for me to take one. The only solution was as I was told, to go ask a stranger or a neighbor to look at my card information and then send the picture to them. Customer Service is good at lying and saying yes to anything and doing absolutely nothing. Their customer service is useless!
SouthernGeo - Disgusting, Disappointing, Disaster
I basically paid $200 for rotten groceries that were expired or could give me food poisoning if consumed ... all the dairy products were two days away from expiration when picked up, the eggs expired in a day, the brown meat was sitting in a pool of its own purple blood, the chicken was yellow/slimy, all the product was moldy/rotten, the plastic containers were rotten/leaked in my car from the way the girl shoved them into to fit, the “fresh chopped peppers” were so rotten the air expanded in plastic while it sat in a pool of moldy water (I can see the mold floating), damaged containers/bags, overall terrible experience ... called instacart to correct it, they told me they can send a whole new set of groceries for free, I told them no because I did not trust they would actually deliver their promise; I was correct! The second set of groceries to replace the original never arrived after waiting for 5 hours, called instacart customer service they told me I would get a refund for this disaster, the refunded the order set to replace the original so I still got charged $200!!!!! Spent another 3 hours trying to deal with customer service, got my refund, but I was then charged AGAIN today. Trash app, terrible shoppers, poor customer service, and absolute disappointment... they hire people who have no idea what they’re doing, what they’re looking at, or apparently what respectful food is suppose to look like
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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.
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
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.
🏎 - 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.
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.
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
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.
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.
Jules hanna - Robbed
After placing an order with about $250 worth of items off this services website it debited my account for $280 immediately. Within 2 days I was informed that many of my items were not available and gave me the option to cancel. I did cancel the order this was 10 days ago, I have NOT received a refund. The money is GONE! There is no way to contact customer service they have shut line down. A recording tells you install the app which I did and the app is only available to residents in the USA at this time and couldn’t even find my address. 😂 so congrats APOORVA METHA you’ve successfully profited off the back of the corona crisis better than any entrepreneur around. Refund me!
Luss1973 - Took money out of my account
I was just looking into an app while all the madness is happening tried to use it once it didn’t work and now they’ve taken money out of my account unauthorized....I love how this app has essentially taken advantage of people in a crappy time and hope they will refund the money they took without my knowledge. It’s really not a time to be ripping people off money that is essential to people with little to nothing 😞 have emailed twice no response thank you for taking food out of my family’s mouth by taking money out of my account in a time where families are struggling and losing their jobs real class act company!!!! I’m waiting for you to return my money like any ethical company would 😞
Rvrv123458 - Nobody is shipping anything to you.
Please just change to other local no touch delivery services as nobody’s gonna take the risk and go to the grocery store for you.
Also if your shopper brought another cheaper replacement for you, they are gonna keep the amount of price difference. Nobody could guarantee you get the right item.
ODrama2011 - Terrible experience
My order was cancelled and my credit card was charged.
Joseph 6994 - Crooks!!!!! Stay away
My last order of 100$ + 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!
Xuanbai Zhu - 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.
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?
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!
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.
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
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.
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.
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.
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.
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.
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
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
Ethameta - Good Service, Horrible Support
Incompetent support agents. All will be good until you have an issue though!
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.
Momasri200018 - Scam
Supposed to charge me 27 charged me 50 instead
Kelijulien - Hidden fees.
I got the receipt from the store total $162.78 and the item subtotal on my 25 item order was $189.90... that’s a difference of $27.12 that’s more then $1.00 per item mark up... THEN I STILL TIPPED(5%=$9.50)delivery fee$3.99 AND HAD THE SERVICE FEE $9.50 AND then the taxes $1.32 and some SERVICE GST $.68 BRINGING MY TOTAL TO $214.89 on an order that was a total of $162.78 so I don’t mind the tip and the charge for usage I’m MAD about the hidden fees of $27.12 INSANE!
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
$odaliciou$ - Poorly responsive customer service
We were charged 100 dollars for the subscription service without explicitly being informed of this in our initial order. I attempted to call weekly for nearly two months before we could get through to the call centre, only to be informed that the membership fee could only be refunded on a prorated basis. The service itself was reasonably easy to use and the actual reps were pleasant and professional when we could reach them, however it would be nice if the buyers were paid a reasonable wage.
Overall the membership fee signup seems like a blatant ripoff and appears as if they are hoping customers won’t be bothered to call in and deal with multiple excruciating wait times. There are many national and local alternatives to this service, and I would recommend that this company firmly revisit their business practices if they hope to maintain a loyal following.
Readingismyfavourite - Don’t deliver and take your groceries
Terrible experience, never trusting this app again, the dude that shopped for me stole my items, never delivered and I’ve been trying to call through customer service for 8 hours now with 16 attempts.
Such a rip off and waste of time
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