Instacart Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about Instacart customer service, archive #3. It includes a selection of 20 issue(s) reported March 9, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Yesterday, I placed two orders with Cub for delivery. However, I have not received any updates on the status of the orders. It is crucial for me to receive these groceries as I am unable to walk to the store. I have previously ordered from Cub without any issues. I hope that my orders are being processed and will be delivered soon. Please, can you assist me with this matter? You can reach me at [redacted]. I look forward to hearing from you promptly. Thank you, Darlene R. Email: [redacted]
Reported by GetHuman-darbyrue on Sabtu, 9 Mac 2019 pukul 19.36
Good morning, my name is Thomas A. This morning, I had an interview scheduled for 9 a.m. at [redacted] Canal Street in Stamford, CT. I received multiple confirmations via email and text yesterday and this morning. Arriving at 8:30 a.m., I found no one in the cafe area. I waited until 8:50 a.m. before reaching out to Johnathan G. He responded at 9 a.m., informing me that he couldn't make it to Connecticut due to an emergency. This lack of professionalism is disappointing. I was excited about the interview and learning more about your company. With over 10 years of experience in retail and grocery, including managerial roles, this has been my worst interview experience. Your company emphasizes punctuality, yet the manager couldn't attend or even notify candidates for rescheduling. Your company's rapid expansion from 30 to [redacted] locations is impressive, but if managers like Johnathan G. are unable to reschedule interviews promptly, it may hinder further growth. I'm interested in offering my services as a Zone manager or in other capacities to help your business flourish. Please reach me via email or phone @ [redacted]. Thank you
Reported by GetHuman2512458 on Khamis, 14 Mac 2019 pukul 14.23
Hello, I recently received an email from Instacart indicating that my credit card was declined for a purchase made yesterday. However, I have not used Instacart in over a month. I checked my transactions and confirmed that the last time I utilized Instacart was in February. It seems unlikely that our groceries would have been delivered if the payment was declined. Please update your records to avoid any potential issues with my account being accessed without authorization. I have relied on Instacart in emergency situations in the past. I urge you to ensure that customer service representatives who are not fluent in English improve their communication skills. I encountered difficulty understanding the representative I spoke with, who sounded Middle Eastern, and they were not very attentive or effective in communicating. It is important for them to better serve a diverse customer base, which includes many American English speakers and senior citizens. Thank you, Erin M.
Reported by GetHuman-eethier_ on Isnin, 18 Mac 2019 pukul 18.43
I recently switched from Shipt to Instacart and would like to request a refund. My experience has been disappointing. The app is slow to load, lacks many items requiring manual entry, and the chosen items are often not available. Manual entry items are not included in the cart total for free shipping, unlike Shipt. Instacart shoppers do not communicate well about substitutions, unlike Shipt shoppers. As a result, I have been left without essential items, forcing me to go to the store myself, defeating the purpose of using the service. I am dissatisfied with Instacart compared to Shipt and would like to discuss a refund.
Reported by GetHuman-tstanto on Ahad, 24 Mac 2019 pukul 02.02
I placed an order today to help my husband with 4 kids while I'm in the hospital. The order should have been $23 with a $25 tip, but I received an email receipt showing $43 after doing a review. I called customer service, and they mentioned a $20 discount with the code Instacartgrocery20 on my official order. Despite being reassured that everything was correct and ready for delivery, I haven't received the promised email confirmation of the discount. The situation has caused me frustration during a challenging time. I feel overcharged and disappointed with the customer service experience. The additional stress is unwelcome as I am already struggling while in the hospital and unable to work. All I want is to have the $20 refunded back to my account to avoid any further issues.
Reported by GetHuman2663246 on Selasa, 2 April 2019 pukul 01.07
Earlier today on April 4, [redacted], I had a conversation with a representative that was challenging to comprehend. I explained two issues: firstly, I requested a credit or refund for 4 cans of spoiled Pet Pride 5 oz cat food from my last order on February 27, [redacted]. Secondly, I had asked for plain, not spicy, Doritos but received Nacho Cheese Doritos instead. The representative, named Christy, did not process the credit for the spoiled items, nor fulfill the correct Doritos request based on my note. I'm sharing this on behalf of my visually impaired friend, Sally L. Henson, residing at [redacted] E Park Row, Arlington, Texas. Her contact number is [redacted] and mine is [redacted]. Please ensure the credit is applied to her account for the spoiled cat food and advise the shopper to follow the Special Instructions accurately to avoid future issues.
Reported by GetHuman-pmsnowwh on Khamis, 4 April 2019 pukul 19.13
I have received multiple emails notifying me of my upcoming delivery today. While I appreciate Instacart keeping me informed, the number of emails seems excessive. One email indicating the driver is en route would suffice as customers schedule the delivery in advance. I kindly ask to reduce future email notifications. Thank you for addressing this matter so that I don't need to reach out again. Your attention to this is much appreciated.
Reported by GetHuman2686233 on Jumaat, 5 April 2019 pukul 14.33
Upon installing the Instacart app, I experienced an issue where I was abruptly logged out before completing the registration process. Subsequently, I attempted to access the app again, only to find that my cell number and email were deemed invalid as they already existed. Despite my efforts, including uninstalling and reinstalling the app, I was unable to resolve this issue. I am feeling increasingly frustrated and seek assistance beyond generic responses. It appears necessary to erase my information entirely to allow me to attempt the registration process anew.
Reported by GetHuman2706541 on Selasa, 9 April 2019 pukul 01.48
I enjoy using the app, but I find it extremely confusing to add items to an order after it has been placed. I had to search online for instructions but found them to be ineffective. Despite seeing a message indicating that I could still add items, I couldn't locate the "Add to Cart" option. I even made a screen recording for reference. I hope this issue can be resolved to make the process easier for users like me who wish to modify their orders.
Reported by GetHuman2711893 on Selasa, 9 April 2019 pukul 20.58
My issue was not resolved! I've attempted to update my ID and face photo on the Shopper app using two different devices, but unfortunately, the app is not functioning correctly. Despite multiple attempts, I am unable to complete the verification process. I initially wanted to become an Instacart Shopper, following the job ad's instructions to use the Shopper app and verify my identification without needing a vehicle. However, the verification process failed repeatedly on multiple devices. I am eager to work as a shopper, but the rude responses I have received are discouraging. How can the platform be useful if it's not working for me, and why should anyone endure disrespectful treatment to work for a company? The lack of professionalism and poor quality of service is disheartening.
Reported by GetHuman2778170 on Jumaat, 19 April 2019 pukul 22.56
My experience with Instacart yesterday was very disappointing. We placed an order for 49 items at 8:30 AM with the promise of delivery between 5-6 PM for our family's dinner. However, the order was delayed by 2 hours and only 8 items arrived at 7:30 PM. We were missing 90% of our order, causing inconvenience as my wife is 8 1/2 months pregnant and we had just put our son to bed. We had to rearrange plans, rush out for a last-minute dinner, and this isn't the first time this has occurred. It's challenging to rely on Instacart for timely deliveries and plan our day around meal times.
Reported by GetHuman-zackfog on Selasa, 23 April 2019 pukul 13.08
I have been assured by three different supervisors that my account would be active by Friday. However, it is now Sunday, and my account is still inactive. I was terminated without warning and my hours were taken away, despite providing evidence that I was wrongfully terminated. After numerous unhelpful calls and being hung up on, three supervisors acknowledged my wrongful termination and promised my account would be active by Friday. Now, I am being told that they are waiting on a background check, which is unnecessary as I have been actively employed for over a month. There seems to be confusion regarding the phone number for support with disputes. Some reps claim it's not working, while others say Instacart supervisors can transfer my call to a disputes team rep. This situation is frustrating, and if it is not resolved soon, I will consider taking legal action against Instacart for wrongful termination. I am extremely disappointed with how Instacart is handling this matter.
Reported by GetHuman2870260 on Isnin, 6 Mei 2019 pukul 03.20
I recently got deactivated from Instacart due to "card misuse." I usually discard order receipts, but luckily, I found the receipt from my last order and discovered a discrepancy. The receipt states a total of $[redacted].04, but upon calculating the items and adding tax, the total should be $[redacted].10, a difference of $35.06. I suspect the cashier might have accidentally scanned another customer's item, causing the error. I have evidence from the receipt to support my case. Instacart representatives advised me to provide evidence during the appeal process, which I am doing now. Being an Instacart shopper was my full-time job, and I enjoyed it since May [redacted]. I have had no major issues until this deactivation. Please advise on other steps I can take to resolve this matter and regain my job. Your assistance is greatly appreciated.
Reported by GetHuman2900634 on Jumaat, 10 Mei 2019 pukul 18.18
I used the buy one get one free offer, and the buyer confirmed that it applied to the Pepsi deal of buy 2 get 2 free. However, I received 4 instead of being charged for just 2, as per the deal. The total came to $26, but it should have been less due to the offer. I've experienced similar issues with Instacart not always honoring store sales without contacting them for resolution. If there are discrepancies in the final receipt, reaching out to Instacart support usually resolves the matter in favor of the customer. It's frustrating, and I wish I had more control over it. In this case, I was overcharged by over $30, despite the buyer acknowledging the deal.
Reported by GetHuman-jshadygr on Rabu, 29 Mei 2019 pukul 21.23
I received unexpected items in my recent delivery. Two frozen dinners were included that weren't the brand I selected, and I received unsweetened tea instead of the slightly sweet tea I ordered. Despite requesting delivery between three and four, my order was left on my porch steps without any notification around four o'clock. The delivery person, whose name is Andre, didn't knock on my door as expected. This experience was disappointing as it was my first time using a grocery delivery service for health reasons. I hope my next order, which was on May 28th, will be more accurate and provide better customer service.
Reported by GetHuman3033442 on Selasa, 4 Jun 2019 pukul 20.31
I wanted to share my experience with the Instacart grocery delivery app and the express feature I tried recently. While considering whether to keep using the express option or just use Instacart occasionally for emergencies, I had planned to cancel the express membership. However, I faced a sudden family tragedy when my uncle passed away. In the midst of dealing with financial issues and supporting my family, I realized that the charge for Instacart express went through on my bank statement. I'm hoping to cancel my express subscription and request a refund of the $99. I apologize for any inconvenience this may cause during this difficult time.
Reported by GetHuman-zachgive on Rabu, 5 Jun 2019 pukul 12.28
I purchased tri-tip steak for $10, but received a New York strip steak priced at $20, bone-in. Instead of Simply Peach, I was given Simply Orange with Mango. Sadly, two of my orders arrived incomplete, and after reporting the issue, I did not receive any feedback. I requested a list of my orders to identify the missing items but did not receive a response, one of which was the Banquet Mega Meal Fried Chicken which I was looking forward to having for dinner that night. Could we please receive receipts to track our orders? I wish to receive the missing items I paid for or a refund. Additionally, I would like the correct steak and juice delivered to me as per my original order. Thank you.
Reported by GetHuman1811519 on Ahad, 9 Jun 2019 pukul 19.02
I experienced my third missed grocery order in a year and a half today. I contacted customer service, went through the process, and received a replacement order at no charge. However, I find it inconvenient to have to be present, show ID, and sign for alcohol orders. To avoid similar issues, I recommend adopting a system similar to liquor stores for all stores partnered with Instacart. While I understand it may vary by store, if this continues, I may need to cancel my Instacart account. I dislike reporting these incidents, as it's hard to verify the truth. Implementing a standardized transfer system could benefit both the company and customers. Although I prefer Instacart, there are alternative delivery services available. Thank you.
Reported by GetHuman3078450 on Khamis, 13 Jun 2019 pukul 01.57
I placed an order for groceries at Fred Meyer Mill Creek online. Initially, I received a message informing me that ribeye steaks were only available in packages of 3 instead of individually as I usually buy them. After some back and forth, they agreed to prepare them singularly. Later, I was told that adult washcloths were unavailable, which I pointed out were in the adult diaper aisle, not the makeup section. Despite these details, I felt like I was doing the work of grocery shopping online. When I expressed my dissatisfaction, the person helping me mentioned getting someone else to fulfill my order. Now, my delivery slot has been pushed back from 6 p.m. to 6:45 because of my complaint. It's frustrating to feel penalized for poor service. The representative's name was Hillary. Would you continue using this service after an experience like this?
Reported by GetHuman3104176 on Selasa, 18 Jun 2019 pukul 00.33
Sometimes it feels like Postmates shoppers aren't giving it their all. A better user interface could make a big difference. Nearly every time I order, there seems to be an issue with my items. I recently had an incident where my 24 oz. assorted cut fruit was replaced with only 10 oz. of watermelon and a few pieces of cantaloupe and honeydew. The notification of the replacement didn't mention the size difference, leading to confusion. This is not the first time; previously, a large order of cottage cheese was swapped for a tiny tub. Critiquing hard-working individuals is not easy, but these recurring errors may point to a larger problem within the company's structure or procedures. I pay a premium for this service, and frequent mistakes like this are disappointing. Perhaps Postmates should review how they manage their workers and service procedures to ensure a smoother experience for customers. Thank you for understanding my frustration. Best, Giovana
Reported by GetHuman-gdriussi on Selasa, 18 Jun 2019 pukul 17.42

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