Instacart Reviews 215

They don’t call back when they make a mistake. My order included 3 lettuce. They sent 3 cabbages instead. They refuse to return email. Don’t answer phone. Impossible to deal with them. Many customers won’t return after using them once. Absolutely non existing service. Too bad.

I made a large order with each of Loblaws and Walmart using Instacart and the delivery was fine. After that delivery, I was unable to login and the system wouldn't let me reset my password. I waited on the line for over 2 hours and 42 minutes and was told to hold for an agent and I was promptly cut off. My biggest issue is that they delivered a duplicate of my original large order two days after the first delivery. Instacart, please call or e-mail me.

Horrible customer service. Been put on hold for 2 hours and still no response. Disgusting, unethical company that hires anyone who’s willing. We got some guy named Murat to pick up our order. He picked it up and took it with him, and of course we were charged for it. How can any reputable company like loblaws or shoppers be partnered up with Instacart?? Will never be using this again

worst customer service i ever seen in my 40 years of life. If I can give a negative score, I'll. Wait until the last minute to let you know your order is being delayed. And then finally ask you to re-schedule. When you go to their website, no time is available. The only option left is cancel. When I send email to customer service, they don't really read your email, simply reply your email with standard message without address your specific question. Very Unprofessional. I don't understand why this company still exists.

Terrible 1st experience. Shopper had to replace 3 items. Lucky charms for raisin bran, huh? Ok we are in a crisis but charging $4.97 for 1 Apple? Walmart receipt doesn't match up with billing. No idea if I’ll get a refund or adjustment but seems they are gouging. App is horrible to use as well. Don’t think I’d risk using this service again.

I understand the current climate; however, the service I received today is unacceptable. Not only did the driver give me someone else's order, come back to give me bags he forgot to give me the first time, AND charge me for items I never received, BUT, he was also not wearing gloves or a mask. How can you be handling people's food without the proper gear?! To add insult to injury, I called them to complain, and I was on hold for almost 2 hours (no joke!), and then the system hung up on me. How bad can you get?! Hire more people if you can't service people properly, and at the very least have everyone wearing damn masks and gloves while handling people's food!!!!!

No chance of a "0" as a rating.

1st time using it - they delivered someone else's order to me. None of the items that I ordered and paid for arrived. Someone's order of chicken and condoms won't get to them today - it was delivered to my house instead. Let's see...will I ever use instacart again? Answer: no. It takes a lot to peeve me off. Instacart did it all with my first order with them. Thank you for the marvelous service.

0 Stars if possible....they are crooks.....countless error and terrible customer service... to top it off my last order of $100+ never arrived i was charged and haven't heard from customer service in over 72 hours stay away from this service!!!

Zero star. What I don't understand: How a reputable and great grocery chain such as Loblaws and a reputable and great retail pharmacy such as Shoppers Drug Mart could partner with this awful delivery company Instacart? Am I missing something?
I used Instacart for the first time with the belief that they would be reliable, ethical and professional since they deal with Loblaws and Shoppers Drug Mart. It turned out they were the exact opposite, this delivery company is the worst of the worst. The order I placed does not add up to the amount they charged me. They charged me on my credit card 30% more in addition to their delivery charge and I have no idea why. Customer service is extremely poor and unprofessional.

Loblaws, Shoppers Drug Mart, are you listening?

Instacart is a unethical company that exploits their Shoppers, they pay them starvation wages. Instacart is well known for stealing and cheating from customers, a company like this should not exist.

when we first started with the service it was great we had same delivery person very professional back i believe November as i had operation coming up for my back the past 2 deliveries have gone wrong but tonight was a joke she had me come down stairs open the fire door instead walking around to buzz in then started handing me my stuff i said i just had operation she still handed me more stuff i then proceeded to my apartment waited for rest to find out no i had to go back down again to meet her she tried handing me my stuff i am in bare feet in a dirty fire escape door i ask her to bring them up she did wasn't happy i explained to her this wasn't right she said she new and walked away

i will be following up with corperate on this to help educate the staff on how to deal with disabilities im sure most the people using this are on disability if i could i would drove 2 blocks shopped myself for free

Happy Holidays Everyone :)
... so i placed an order with Instacart Canada, here in London Ontario. The Christmas shopping is hectic and thought i'll grocery shop online..... all went well with my $194.32 order, and my Personal Shopper was Great. As he shopped i was getting ready for the Holidays... Then all of a sudden, the Shopper is offline, the Instacart Cart Order is Cancelled, and my Instacart Account is Locked... Seems Instacart doesn't like Ya having two addresses, one for billing and one for Shipping/Receiving ( Ya know, like EVERYBODY Else in the world has) so they flagged the order and cancelled then locked my account. Great timing to what with Christmas 4 Days away. Well 2 Phone calls to Customer Service and 2 ZenDesk emails with Photos of my ID and face to prove i was who i was... I Promptly Cancelled my Account. To be fair, they explained that having a Billing address and a Shipping address are an "uncommon" practice to them... even though they readily take Multiple Addresses on there Account website.... Oh well ... i guess what works for Amazon, UPS, FEDEX and the Rest of the World , does not work for them... Good Luck with that business plan Instacart... Oh and if Ya could do just one thing for everyone...pay Your Personal Shoppers More... the Employee reviews for Instacart are Horrendous

Happy Holidays and Merry Christmas Everyone...
I gotta go and do some Grocery shopping...because...
"If ya want something done right...Do it Yourself"

In Winnipeg I have to say that the service is very helpful. But the one fault that can wreck it is their behaviour on replacements. The website order process gives us a chance to APPROVE particular replacements. But they are constantly taking unapproved replacements. They and the customer service agents simply do not have the mental intelligence to grasp these concepts correctly.
When something is not available they take the computer generated default suggestion. You know how dumb computer suggestions can be. How would you like to receive a pile of stuff you can't use. Their little minds need to grasp that no approval means no replacement. Then headquarters needs to train all shoppers that way.

I am baffledthat this company is worth over a billion dollars. Ive been using them for about a year, and they had made errors on most orders, but when I call to complain the money is reimbursed. In the past few months though Im finding many errors like mathematical where the order does not add up to the amount charged, 3 or 4 withdrawls from one order then a day or two later a bit of money goes back in, creating confusion and a seemingly smokescreen making it hard to catch the errors in calculation. One order I was charged 11.99 for delivery, the order did not add up, and much of it did not arrive at my house. The supervisor when I called hung up on me, I wrote in to them and got no response which happens so often, and when I called back I was told they wouldn't reimburse. 2 weeks later I called again, and was given some of the money back. Since then Ive had several incident where drivers on their receipt on my order, have an items listed that I ordered, yet I was given a different brand, or final day of sale, and in one case it was day old marked down bread yet I was charged full price. Seems to me another delivery company needs to set up shop and give them a run for their money.

I had the misfortune of using Instacart twice.
First they don't honour any sale prices
Second they mark up prices from the store by about 30%
Third Horrible delivery people, they want you to come to their car.
Once I found that Save On Foods delivered I dropped these crooks

Worst customer service ever, and they'll screw you over too. Usually when I make an order I'm charged a slightly higher amount and then it adjusts and the difference goes back into my account within the next few days. But with this particular order on August 1st, I made an order for $105.55 and $115 came out of my account...usually I'd just seen an adjustment after where I get the difference back ($9.45) but that didn't happen this time. No, this time they just did a debit memo to take $105.55 out of my account ontop of the $115. So I had 220.55 taken in total. It's now September 14th and I've still never recieved that $115 back that was taken from me on August 1st! I spent plenty of time on the phone with Instacart and they would "accidentally" hang up on me, and the people they had email were quite rude even though I was polite. My bank has started an investigation, since it's been a month and a half now that I've had that $115 missing. I have no idea why they did the charge for this particular order in such a bizarre way, but them doing so took $115 worth of food out of my children's mouths. I was blown away at how rude they are and at how they refuse to fix what they did. I was a regular customer but now I will never ever use them again, because I cant afford to have double the amount of my groceries taken out of my account and to have that second amount gone for almost 2 months. Just an awful company. I posted what happened to me in a large local moms group and another mom had the same thing happen to her on the same day! So don't order through these guys unless you can afford the risk of losing more than DOUBLE the amount of your order total and then not get it back. Absolutely horrid business.

Most companies nowadays are incompetent, but Instacart has set a new standard for bad. I've had more problems than I can recount.