Instacart Customer Service Issues

I had scheduled an Instacart pick up in Sarasota for Sunday, March 20, between 10 and 11 AM. Due to a flight delay, we only arrived in Siesta at four in the morning. I tried to change my pick up order to delivery, as our rental car was canceled, but the system did not allow it. We ended up taking an Uber to the store where my husband picked up the two items without notifying anyone. Although I had a scheduled pick up window until 11 AM, at 11:12, I received a message saying there was no shopper available and I could try to cancel. My credit card was compromised, so I need to place a new Instacart order with a different card without being charged for the previous one. Thank you for your help.

I recently signed up for the Kroger Boost program and had a disappointing experience with my first delivery order. The shopper, Erica C., took an extended amount of time shopping, from 8:05 am to 10:28 am, for my 21-item order. Despite living close to the Kroger store, my groceries were delivered past the scheduled time, at 11:32 am. Upon delivery, I noticed a strong odor of cigarette smoke on my groceries. To my surprise, some items marked as “out of stock” were included in my delivery while different items were substituted without my consent. It seems like the shopper may have purchased additional items and kept them for herself. I am frustrated by the subpar service and the hassle of dealing with Kroger and Instacart customer service to address this issue. I have documented evidence of this incident with photos.

I am a frequent user of Instacart for my Kroger grocery shopping needs, relying on their delivery service due to being homebound. Despite selecting the larger, better-stocked Kroger store as my preferred location, Instacart shoppers consistently go to the smaller store instead. After multiple customer service calls, I have discovered that the "preferred store" function applies only to pick-up orders, not deliveries. This oversight disproportionately impacts disabled individuals who rely on delivery services for accessibility. The experience has led to incomplete orders with frequent out-of-stock items and unsatisfactory substitutions. I am hopeful that Instacart can address and resolve this issue promptly to ensure fair and balanced service for all customers, including those with disabilities. Best regards, S.P.

I placed an order on 3/1/22 for approximately $60. The shopper initially chatted with me but later informed me that my order had disappeared. Despite customer service confirming the order was fine, I was unable to reorder or cancel it. I managed to remove all items from the order, and the shopper confirmed he would not shop for me. To my surprise two days later on 3/3/22, I received two items from the list and was charged $20.34 for them. The delivery driver kindly suggested using a closer store to avoid a $5 long-distance fee. I encountered challenges trying to resolve this issue, facing multiple disconnections on calls with customer service. I remained polite throughout all calls. I hope for a resolution but have lost confidence due to today's poor customer service. I seek assistance as a disappointed customer with a lost order and payment. I faced difficulties in receiving assistance promptly. I wish for a satisfactory resolution to continue using the service. Thank you, D. Orens

Hello, my name is Francesca Trivisani. I have been having trouble accessing my app. I received an email informing me that my phone number was changed and was instructed to fill out a form. After contacting customer support, I was able to fill out the form and submit it. However, since receiving a call regarding my account, I have been unable to log into the app. I am concerned my phone number may have been changed. Please assist me promptly. Thank you, Francesca.

I am dissatisfied with the service provided by one of your drivers. Despite specific instructions, my delivery was left at a side gate causing the food to spoil in the sun, leading to an unpleasant experience and back injury while searching for it. The quality of the perishable items was compromised, possibly due to being left in the wrong location. I use your service frequently and expect better from your drivers. I am requesting a full refund for this unacceptable experience. I urge you to pay attention to this issue as I need to place another order soon. Please prioritize addressing this matter promptly. If I do not receive a satisfactory resolution, I will be forced to seek alternative services.

While helping a customer at the cash register, I had set aside her bread and eggs to ensure they wouldn't get squished. As I proceeded to scan the barcode for the online order payment, I realized I had forgotten to scan those items. Despite my attempts to go back and fix the error, I was unable to do so. Unfortunately, reaching customer service for assistance was challenging, leading to my inability to complete the customer's order. The limited options for communication with Instacart and the incapacity to rectify mistakes easily left me feeling helpless about the situation.

Hello, my name is Dylan Boltz, and I made a mistake entering my email while signing up for Instacart Shopper. The incorrect email provided was "[redacted]," which was one letter off. The correct email should be "[redacted]" I am excited to begin working for Instacart but understand that I cannot start without the email correction. Please contact me at the correct email address if there are any steps we can take to rectify this error. Thank you.

Hello, I am Sherinia G. and I have been an Instacart shopper for a while now. I mainly do deliveries in low-income areas. When I visit certain grocery stores, like Safeways, I often encounter issues with the lack of shopping carts due to theft and low supply. This has caused me to miss out on shopping a few times. Additionally, I have experienced glitches with the app while at the store, resulting in lost batches in the parking lot. These challenges have impacted my rating, which I believe is unfair given the circumstances I face. Some delivery locations have also made me uncomfortable due to harassment from men loitering around the buildings. As a victim of car theft in the District of Columbia, safety is a real concern for me. I kindly request a reconsideration of the decision to deactivate my account as the issues I face are often beyond my control. I appreciate any opportunity to provide proof and references to support my case.

I am experiencing a problem with the system that is impacting my ratings and performance as a shopper. I used to receive consistent batches up until September, but now my ratings are being affected with no explanation. I believe this is unfair as I provide a five-star service consistently. I have been pursuing this issue with multiple customer service agents, but the problem persists. I have gathered extensive documentation to support my case and I am considering legal action to resolve this matter. The lack of support and being disconnected from calls last week have added to my frustration. I will continue to address this matter with determination and may involve legal representation to ensure my concerns are addressed appropriately.

Hello, I've previously addressed this issue with two live chat representatives. I accidentally activated an Instacart Express trial and was charged $[redacted] for a $35 order. Initially, a representative assured me of a full refund, which was processed, but the amount was debited from my account again. After noticing the repeated charge through a bank alert, I reached out to another representative. I shared screenshots of my bank statements and charges, expecting to receive an email with a form to complete the process, which unfortunately I never received. I'm hoping this matter can be resolved promptly. Thank you, Katie Kelley.

I am concerned that I have not yet received my tips totaling $25.27 from two weeks ago. My account last four digits are [redacted]. I urgently need this money deposited today. I have been experiencing issues with the deposit process, and it seems like my account is being tampered with. The last four digits of my bank card are also [redacted]. The complete account number for my CHIME bank account is [redacted]35. I am frustrated with the repeated errors and delays, and I need someone to assist me in resolving this promptly. I am looking to have a total of $53.93 deposited into my account in the next few minutes to avoid any further inconveniences.

I'm having trouble accessing my account in any way. I attempted to sign in using my phone number but received a message saying I've tried too many times. I was informed by a shopper representative on April 30 around 11:30 am that my account was flagged due to a customer complaint. The customer, Jessamine, stated she didn't receive her order as the store didn't have her items and she declined substitutes on April 29. I was asked to refrain from logging in as my account was being reactivated. Jessamine had initially asked me to deliver the order to her neighbor due to work commitments and offered to send an additional $25 through Zelle. I reached out to Instacart support, and the order was canceled with payment issued to me. However, I'm currently unable to access my account or contact shopper support, which is causing frustration, especially as this was only my second order with Instacart. Tim R.

I recently placed an order through Instacart for Walmart which was delivered on May 2nd, [redacted]. Upon unpacking, I discovered multiple missing items and damaged goods. Despite reporting missing items initially, I later found the entire order to be a disaster. Two cans of Coke Zero were missing from one box, and the remaining items were soaked. The Coca Cola Zero box, located on top, soaked and crushed the other groceries, including baked goods. The ice cream melted, bread and bagels were soaked and crushed, and the cereal was also damaged. Additionally, large boxes of goldfish and granola bars were missing. While requesting a refund, I was advised to email [redacted], but the email bounced back as undeliverable. I urgently need a refund for the missing and damaged items to provide food for my children. Most of the order was missing or unsalvageable, and I kindly request a full refund to my debit or credit card. Thank you for addressing my concerns regarding this problematic order.

I am a shopper for Instacart. I am currently stuck with only seven items left to shop for in a three-item order due to a frozen app. Despite multiple attempts to resolve the issue like restarting the app and re-installing it, the problem persists, and I am unable to contact support except through the app, which is frozen. I have been trying to fix this for around 30 minutes, but with no success. I even tried calling another number for help, but they couldn't assist me; they reiterated that I must use the app for support. Customer care seems unresponsive, as I, the one responsible for delivering the groceries, am left stranded due to the app glitch. This is the second problem I've encountered today, and I fear it may impact my account negatively. As someone with a background in customer service, I find this level of customer care unacceptable. My frustration stems from being unable to complete an order for my customers who I know personally. It is disheartening to experience this lack of support not just as an Instacart shopper, but as a customer in general. This situation needs urgent attention as I have three pending orders in a store that I cannot proceed with due to the app malfunction. My hope is to receive a prompt response or a call back to address this issue.

I had an Instacart account two years ago that was deactivated due to a 13% cancellation rate. I was actively working to lower this rate but faced challenges like a broken-down car that impacted my ability to deliver. In one instance, I had to cancel an order due to an item being unavailable and the customer not accepting a substitute. Despite contacting Instacart care and following their instructions to cancel, my account was deactivated immediately after. I appealed the deactivation, but the Trust and Safety team denied it swiftly without consideration. I kindly request the reinstatement of my account, even at the previous cancellation rate, as I believe the circumstances were beyond my control. Please give me the opportunity to continue working with Instacart, as I have been a loyal and dedicated member.

I am unable to access my account despite multiple password resets. Support has been unhelpful, and now I received an email about a purchase I did not make. I suspect my account may have been hacked. A user named Tyler, supposedly from support, reached out but now I worry it was a hacker using the name. Support hung up on me when I tried to call, and the chat feature did not resolve my issue. I have tried reinstalling the app and clearing the cache to no avail. I am concerned about my personal information and the unauthorized purchase made from my account.

As a member of the BrooklinMoms2 Facebook group, I want to ensure any communication about group activities or posts only happens within that context. With over 3.5k members, it's easy for responses to seem like they're coming from strangers, such as customers or shoppers. I want to clarify that no personal information has been shared. I recently came across a group engaged in this kind of behavior and promptly reported it. I understand the importance of respecting shopper guidelines. I am committed to delivering exceptional service and adhering to all policies. I've included a screenshot of the member list to highlight that the customer and I are part of the same group. Please review my chat support interactions to see how I reported a WhatsApp group sharing customer information. I strive to make positive contributions and hope you will acknowledge my track record of providing outstanding customer service on the platform.

Hello. I placed an order on Instacart for delivery by 3 pm (definitely before 4 pm). Shortly after placing the order, I noticed it was being prepared by "Michael." After some time passed with no delivery or updates, I checked my Instacart account and saw that my order had been rescheduled for 1 pm the following day without any notification. Instacart delayed my order by 22 hours. As a paying Instacart Express customer who has also added hundreds of dollars in gift cards to my account, I am disappointed with this decision, especially considering I used gift cards. It appears to be an unfair practice. I tried reaching out to Instacart through online chat but did not receive a response after waiting for 30 minutes. I am seeking fair compensation for the inconvenience, delay, and lack of customer service.

Subject: Urgent Assistance Needed with Shopper App Account Hello, my name is R. J., and I am reaching out for assistance regarding my Shopper app account issue. On April 19, [redacted], while preparing for work, I encountered an issue with the app requesting a verification picture. Unfortunately, due to a misunderstanding, my account was deactivated. Despite multiple attempts to resolve the matter, including chatting with agents, creating a new account as advised, and providing necessary verification, my account remains deactivated. I have a solid track record as a five-star shopper with on-time deliveries, and I believe this deactivation is unjust. I have diligently followed all instructions, provided evidence, and communicated with the support team, but the situation persists. I am kindly seeking help from the community to address this situation promptly so I can resume working and supporting my family. Your assistance is greatly appreciated.