Instacart: Groceries & Food评价分析

Garbage!

Templated answer only, super unhelpful

Check out this Reddit link for the pairing system with Instacart. Terrible experience in Chicago that the platform scammed me for $10 priority delivery fee while still assigning a shopper that works on multiple orders and would not refund. Waited 2 hours for my product. Priority is a joke: the $2 priority fee is just another ripoff on Reddit

‘Delivered’ my groceries (over an hour before selected window of time. We were not home. Groceries weren’t delivered. Promised a refund and then redacted that a week later. Would avoid this company at all costs

I’ve noticed a serious issue with how Instacart Canada handles missing items claims. The app and support team don’t seem to cross-check or investigate whether customers are faking missing items. Instead, the blame is automatically placed on the drivers, who are genuinely delivering the correct orders. My brother, who works as an Instacart driver, had a customer falsely claim they didn’t receive items. Despite this, Instacart didn’t bother to reach out to the customer or verify the claim properly. Instead, my brother received a negative rating in the driver app, which affects his standing and income. This is unfair to drivers who work hard to provide honest and reliable service. Drivers are the face of your company on the ground, and their treatment matters just as much as customer satisfaction. If Instacart doesn’t want to put in the effort to handle customers thoroughly, then it shouldn’t be so quick to blame and penalize its drivers. My brother tried to raise these concerns with customer service, but they ignored him and refused to listen. Instacart needs to improve their communication and support for drivers, and implement better checks on missing item claims. Without that, it’s only the drivers who suffer from unfair blame.

Double charged my account then told me I had to wait 7 working days for the refund and the customer service was atrocious. ETA In app customer service disconnected me 3 times before someone finally actually looked into the issue but then didn’t actually do anything other than tell me I’d be reimbursed in 7 working days and they could do nothing else to help me so I told them to deactivate the account to try and protect myself from further charges.

Very bad online shopping app, they deduct your money for same order even after two or more days and keep that on hold. They keep tempering your bank account. They have very unpleasant payment style as they make you fool by deducting money without any reason also give you their membership automatically after 14,days which is foolish.

When I try to delete my account it opens a login page within the app that doesn’t work. There is no option to delete via the website. Tech support deactivated my account but said there is no way to delete it and refused to escalate the issue. Unacceptable.

There is no location based address check to prompt you if your sure it’s the right address as you seem far away. (Like every other delivery service) Delivery driver is out the front huh where are they oh great the other side of town at work. No way to pay for redirect, just forfeit the full cost of goods. $$$ wasted enjoy

My account has been hacked on instacart. I have been trying to get in touch with instacart via email or phone and literally cannot get through to them. I simply just want to delete my account as someone has clearly got access to it, and that very simply task is truly impossible with this company. Do not download this app or have an account. You will literally never get through to a help service if something goes wrong. Truly just get ubereats or any other delivery service. I promise the others are better.

So many problems

Awful experience. Our goods never got delivered. After several false promises of a redelivery we requested a refund only to have our account suspended until we could provide “evidence” that we hadn’t received the goods. How someone provides evidence of “not” receiving something I do not know. Thankfully we used our credit card and will be seeking a refund under Section 75.

Placed an order from publix. Got a warning some items might be cancelled and been asked substitutes . At the end it doubled part of my order. We got 4 box of cereals instead of 2 and more add ons. Charged another $18 on a $90 order. That’s 20%. And it was late. Poor experience. Hated it. Won’t return.

Hanno aggiunto 104 dollari di pagamento sul mio account per l’aggiunta della membership, ovviamente non voluto. Oltre a ciò tasse di commissione altissime a parere mio. Non consiglierei mai questa applicazione!!! Questa applicazione oltre a non restituirti soldi indietro in caso mancassero elementi, risulta veramente costosa. Non la consiglierei a nessuno, state alla larga !!!!!!

I am a student. I did not see any option of auto renewal i have no idea how it got turned on and they deducted my $103 . I requested their customer service many times but all refused to help. I told them I don’t have any job right now and this amount is all I have but they refused to help. Infact customer service person Bashant got disappeared in between the chat and the other person Nizam refised to connect me with the supervisor. I was assuming I saved money of uber to get groceries but did not about this blind spot. I will suggest everyone not to trust and use this app

I was charged $99 for an Instacart+ membership even though I never signed up for it. Do not use it.

They claim to have a “100% satisfaction guarantee.” You get a refund if the item delivered is wrong or not good quality. I placed an order and got the item I wanted, but it turns out the information on their website was wrong. The item had ingredients that I cannot eat due to health reasons. I told them about this and was told they will not issue a refund. Gave me the run-around. Scam company.

I placed only two items and they delivered extra item. When I connected with their support initally they told me that they haven’t charged for extra item. Now when I check card statements i realized they charged additional item. I connected with them and they said you ordered this item so nothing can be done. This was my first and last order with Instacart.

Ho rimosso il mio account e mi hanno scalato 102,52 euro sono infuriata

Years ago a ordered my groceries online and I didn’t realise instacart created an account keeping all of my data without any security protocols. Now my account has been hacked and they tried to charge me hefty amounts on my card, which fortunately blocked the transactions. In addition to this, they activated a membership service and tried to charge me for this. They should have seen that I have never logged into my account. I managed to gain access to my account and close it. Instacart has taken no responsibility, they refused to give me a copy of my data and told me they didn’t see any transactions, while I have bank statements to prove what happened. They are just grifters, DO NOT trust them, they will leak your sensitive data and take no responsibility.

The worst service ever

This is a terrible app, and the customer service system is extremely poor. They missed one item in my delivery, and the customer service promised to refund it on the same day. It's been a week and they still haven't refunded the money. I've contacted customer service three times and it's still not resolved. I also sent an email which was ignored and not replied to. I will never use this awful thing again.

Order not delivered, Instacart refuse to refund

They say products are available, you order and pay and they say is not available.

客服完全不讲理，订单发生问题，我去提出，他们只知道重复他们定下的规则，不去理解到底发生了什么。他们是真的智商不够，脑子转不过来…… 太无语了。

Delivery time never respected

It says “free delivery for the first three orders” but it makes you pay 5$ in addition to the ordinary fees so…

It’s not easy to use this app. Quite painful to make a simple buy without pressing a 100 buttons and then ur not given free delivery even when promised. Then it makes you buy more and replace items are also added first then removed. Horrible

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.

Wrong orders. Cancelled orders. Their 24/7 customer support has been unavailable for days. Trash service. Do not use

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.

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

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

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.

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.

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.

Quick accurate service

When in stock.

It is very easy to add groceries and order, haven’t had any bad experiences with the app but one time the deliverer delivered our ice cream to the wrong door, sadly it wasn’t returned so we had to buy another ice cream. Other than that no issues.

Hands down Instacart has great services and offers, but the taxes and delivery fees are a little high, but all in all I love the app 💯

Very helpful and items are delivered on time.

Fabulous service for International Gifting. 6 stars

The estimated delivery time was in one hour, later the ordered arrives two hours late

5 starts

The process of ordering was very smooth.

9 Muito boa

good

How change the language of this app？

The final price was one and the charge on the card was overpriced!!!

Shopping is so easy, relevant suggestions pop up on the easy-to-use app now and then while I shop since I have been using it for a few months now. As a wheelchair user, I find Instacart a priceless tool I cannot live without. The Instacart shoppers who shop for me are courteous, professional, goal-oriented to satisfy the customers as well as deliver within a reasonable amount of time. The shopper and I can communicate by message on the app as they shop and let me know if something is out of stock, and ask if I would like a replacement. You can also select a replacement on the app prior. I love double bagging!! If I lift a bag to my lap, I do not want it to rip apart. I also find the “Buy It Again” feature a perfect substitute to a grocery list; it IS my grocery list. Instacart costs more, yes, and very much worth every penny to me. The convenience is amazing! Tipping is done on the app with suggested choices so it’s already taken care of! I also message the shopper know if there is nearby parking in our lot near the main door near when they arrive, and because I buy lots of fresh food, I try to be at the main door to assist them with access. They put the groceries right inside my door as I instruct, and it’s done! There are many other great features you will learn about as you shop again. You can request fresh food, underripe, etc, so functional to use. You are updated how the shopping is progressing and when the shopper is finished shopping, and even when they are on the way! My husband and I love using Instacart! PB&J

I am a disabled 68 year old veteran and this was my first time using instacart. I needed to see how things went. before I could gushed the tip. Now that I know that it worked, I will be able to tip more, the next time. I had had to pay a computer guy to set up my computer and printer today, so that was a chunk of change. Now I can budget my needs better and be able to tip better. I was a little disappointed that my having vision problems, orthopedic disabilities, and no transportation, that I could not get help placing my order with a person by phone, until I am able to get my health issues resolved and transportation issues resolved. Overall, I am grateful, but would be happy if someone would call me and get some temporary help with the order process. But again, I was just happy to have something to eat and drink. Thank you. If I can get some temporary help until I get these issues fixed, I would be relieved. Thanks for understanding that I am having vision problems, ortho problems, transportation issues, as well as never having had any computer training . I am 68 years old and didn’t grow up with computers or cell phones, so please understand that I have had my house broken into several times in the last 2 weeks and the police have not been helpful or even concerned for my safety. At least you guys are, and I am grateful. Thanks. Please let the delivery person know what is going on and that this was a first time order for me. I needed to know that I would get what I ordered. JJames. Thank you so much.

This service has been impeccable! I don’t know if I’ve just been lucky to get two amazing shoppers in a row, or if this is just the standard for instacart, but I am delighted! Communication from the shoppers was 10/10, going out of their way to find a perfect substitute when the store was out of stock of what I had ordered, they’d even take pictures of the surrounding items so I could choose exactly what I wanted and see exactly what the store had! On my second order, my phone unfortunately died near the end and I fell asleep while waiting for it to turn back on, but my shopper followed my delivery instructions to a T (and my apartment is hard to find/in a confusing location) and called me and left my groceries in exactly the right spot! Both times I ended up adding an extra tip on top of the original tip. What I find shocking is how much better the service is with these instacart shoppers vs restaurant food delivery services like doordash (and those ones ask for way higher tips too-despite doing WAY less work!) even though it is an inherently more difficult and involved service. Lastly, I am very impressed that there does not appear to be a markup on the grocery item prices, as opposed to the often very high markup on doordash, Uber eats, etc. I am super satisfied with this service and will be using instacart for the majority of my grocery shopping needs from now on! I was honestly a bit hesitant to try it out but it’s been a wonderful addition to my life-has made it much easier! Love it!

Nardy was a delight, friendly & polite. Our order came complete & she was in contact with me all the time she was shopping to delivery. 5 stars, lovely lady. Jan Ashburn

I don’t know for some reason my order is getting cancelled

Always Great!!!!!!!HAPPY 4th of July📣📣📣🎊🎊🎊❣️ Instacart has been a life saver for me I moved here from Manhattan approximately two years ago. I stopped driving when I was in Manhattan because I would always use car service and they knew me so and once in a while I would use an Uber. Instacart is wonderful, I order all of my groceries from the Publix that’s right near me. They have been a real lifesaver as I seen it before. I stopped driving years ago because driving in Manhattan is not the easiest plus it’s a big expense. Every single person from Instacart has been wonderful. They seem to know what I’d like if something is out of stock which is a feeling like I’m on their shoulder and telling them to pick that pick this one then. They already seem to know. The people that work for Instacart are wonderful and I would be lost without them. Since it’s the holiday season please give generously as far as raises and GIFs of monetary value. Plus, every single person that I have engaged with has been customer service at its finest. I know everyone is somewhat short of cash because of Covid and other issues. I always give a generous tip and sometimes even add more to that. Please see if you can increase their salary somewhat because they are very hard-working and they go through thick and thin rain and storms with a happy healthy attitude! Happy holidays to everybody and a healthy happy new year to everyone thank you Instacart for being there for me. Wishing you only the best, Debra Bader

Instacart was good up until they deactivate your account for mistakes the shopper app has caused. They owe me a little over $100 and have never reimbursed me my money back; from them asking me to use my personal card when I didn’t have the shopper debit card. I’m going on 3 months now not getting my reimbursement. The app has some issues with giving you a customers address and sending you to a different location and blaming it on you for not delivering to the correct home. This happened to me 3x and instacart deactivated my account putting their fault on me. I was a 5star shopper and even with good reviews and great customer service, they will still deactivated your account due to their issues with the app. No one is ever available to talk to you when you, as a shopper, might run into an issue. For every issue a shopper has, their respond is always “sorry for the inconvenience, it looks like your request is still processing”. Who ever is running this app really needs to process my requests, seems like nobody work in that department. I’ve spoken to other fellow shoppers and turns out they’re going through the same issues with their ‘Processing’ department, instacart: takes your money; not giving a shopper the cooler bags they purchased from instacart; from paying for a customers groceries out of your own pocket; hires minors and homeless to do a customers shopping; takes a couple hours to give you another batch; makes you start a batch that is no longer available to you which leads to strikes; the list goes on. Think twice before becoming a shopper.

I love the convenience of Instacart! At this point with COVID-19, I don’t always feel comfortable going to the grocery store. I love that there is easy communication with my shopper and the overall functionality of the app is great. I’m an Instacart Express Member and so far I don’t see the benefit...My biggest issue is that mistakes from the app itself are never addressed. On one occasion my app was not updating whatsoever and Instacart never communicated, not even after the incident. My shopper got my number through instacart and called me to let me know that the app is not updating properly. On a separate occasion, instacart said I would have my groceries in two hours and it almost took five. I was never given any indication even up to the last 10 minutes of the two hour window that I would not be receiving my order in a timely manner. The only reason I knew it wasn’t going to arrive on time is because for two hours straight it said that my shopper was, “about to start”. I literally took screenshots of the app telling me I will be receiving my items at a time that had already passed by over an hour...OUTRAGEOUS! I realize that Instacart cannot predict the busyness of a grocery store, but there is no excuse for the lack of communication and the lack of accountability after such an incident takes place. Like I said, I like the app, but if I’m paying the premium price I feel like I should also be getting premium service. Pretty lackluster so far...

I am a loyal Instacart supporter, and tip after my experiences. The app has changed, but usually change is good. Not this time, and I am a tech person. I can navigate through any app. However, since the Nov 2018 update, I have experienced some of the things that the low stars complain about. My store was Farm Fresh and now I use FoodLion as substitute. Items in this store appear as no pic or they are the wrong item. Last time I got burnt with the new app policy, which I took for granted because I didn’t have to activate or reset notifications when I first used the app. After bad experience 1, I decided to check for setting in the app and update them. This time I again didn’t receive any text notifications even after I set my phone to receive them. I decided to click on the app to find out the status of my order, and it said someone had pick it up. I also noticed an item that I didn’t pick so I called to find out what is going on. The customer service kept saying she didn’t see anything. In the it my order was being delivered. I told her this then all of a sudden the kept popping up one after the other will I’m talking to her and she says after I told what the messages were Yeah when I refreshed my screen it showed me the same thing. I am stuck with an item that I don’t want. I have tried all the things they told me to do on the last call. I am done with that store so I will try shopping at one of the other stores and if I still get this problem then it will be good bye Instacart

Hi there! I’m a shopper with Instacart. At first I was excited to do this, but as I move on into the process I just got so discouraged for the amounts bit of scam from the customers. You allowed them to place an item as damaged, when the shopper put it as refund. You let do what ever the customer wants. Missing items, when they are not, poor service when they been extra rude to the shopper, poor replacement when the customers met don’t even answer a question. And then all that feedback “unfiltered” as you guys call it, goes into the shopper, who gets extremely discouraged and upset for the unfair feedback. I have seen my fellow shoppers, showing a whole list “missing items” and you do not anything. Your app has so many loopholes that scammer knows how to get free stuff. YOU GUYS ARE LOSING MONEY BY THE MINUTE. Your policies are strict for the shopper but so soft for the customer. It should be balanced. I’ll give you an example. Monique order some crab legs, they are out, I, the shopper refund them in the app, but 2 days later they show up on my “how am I doing” as DAMAGED! That was almost $56 dollars that you have to give back to the customers. Your app allows this all the time. You don’t educate the customer and don’t limited the window time for customer to do this. You are becoming another Uber, leaving your shopper on the blind and not taking care of them. We, the shopper are your force power so the app can deliver the idea of shopping from the phone.