Instacart Customer Service – How to file a complaint?

June 22, 2020, 2:11 p.m. by CYNTHIA

My original shopper only got two out of the five orders that I selected. He did not call me as instructed and said he could not find the items listed. I called the store and the items were there. I called instacart to shop for the remaining items and not get charged. The person I was speaking to I got disconnected from and he never called me back. I called again and asked to speak with a supervisor and the girl I spoke with, had no idea of what she was doing and I hung up. I then called a third time and got upset of a guy named Kevin who would not transfer me to escalation unless I told him specifically what the issue was. This was a complete waste of my time to talk with four different people on this issue and now to email this. What is going on with Instacart??? I don't want to continue my business with you anymore. Too many issues and people that don't understand English. I tried to get my groceries again today and the first person, messed it up. So now I am out money, and my groceries.

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May 12, 2020, 4:01 p.m. by Carlos

I placed an order this morning and it was never delivered. After 12 emails to customer service inquiring about my order, I had to place another order while a total hold was placed on my card for an amount that was 67% higher than my order total. This is unacceptable. I have continuously reached out to customer service and they are telling me to call their help line which has an absurd wait time.

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May 10, 2020, 2:03 a.m. by Jorge

My acct. Was closed because I did. Not turn in my last order to the customer. The customer tried informing instacart that she received her order. I got my acct deactivated and I am requesting for my acct to be reactivated.

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April 30, 2020, 6:48 p.m. by Jorge

Instacart deactivated my account without a valid reason. On April 25 of 2020 I had delivered a order or badge to wrong address. It was not until I got home when Instacart support contacted me through text message notifying that a customer had reported a missing order. It was not until I got home when Instacart support contacted me through text message notifying that a customer had reported a missing order. As soon as I was aware I went back and retrieve the order and deliver it to arrive owner. Soon soon as I was aware I went back and retrieve the order and deliver it to arrive owner. According to Instacart there has been multiple orders reported as missing which never showed on my Instacart dashboard. I was never able to communicate with Instacart due to my account being deactivated at the same time the order went missing. I have all the proof I need to demonstrate that Instacart has mistakenly deactivated my account.

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April 29, 2020, 9:36 a.m. by Sharon

I had a ordered delivered on Tuesday, April 28th from Instacart. The shopper shopped at Stop and Shop. I left very detailed instructions for each item and indicated that I did not want replacements/substitutes. There were 2 items in particular that were replaced with inferior, cheaper items. The shopper did not indicate they were replacements so I thought I received the original items. That day I looked, realized I was overcharged $54. I sent a problem issue to Instacart that day with pictures and their answer was I got what I ordered. I have included the email content below. The shopper selected cheaper, incorrect items and did not indicate it. These were not the items I ordered. I was also present on line during the entire shopping trip and told the gentleman not to replace anything without checking with me first. He did not. I have attached the two pictures. The first is the shrimp, what was purchased. You can see tht I requested extra jumbo and this is "LARGE". I specifically said do not replace it if you can't get extra jumbo. Look at my order. The extra jumbo shrimp was almost $30 which I was charged. The large shrimp I actually received is about $11.00. The second is the steak. The "PREMIUM" steak I wanted was $25.29 per pound for a total of $55.39. What was delivered was an inferior cut that was $11.49 per pound. I was charged over $55 for this steak. For both items, I indicated no replacements. And both of them were shopped and delivered as if they are what I original requested. I want a refund of $54.

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