UX was ruined for this app. Not sure why product team thought they needed to change. Besides that: 1/5
By Paps Van Winkle
App experience has been ruined by update. Also, I made a desperate order day before thanksgiving and my driver by the name of Marissa. Was too lazy to get everything I ordered. When she finally finished shopping, she sent me a message asking me to meet her outside because she was trying to contact me? I never got a call or text message from anyone. I waited outside for 25mins and she never came. I then realized she had canceled my order altogether. This service rips you off and the drivers are unreliable. Don’t waste your time.
Just so everyone knows, the merchants that chose to partner with Instacart (ex Publix) admitted to increasing their prices in the app “@jxj7 The increased prices cover the cost of Instacart providing the overall service and in-store shopper.” ^SW
This is from a Publix employee via twitter to me.
This is in addition to the 10% service fee Instacart charges for the convenience + $5.99 delivery fee for another convenience. And that doesn’t include the optional tip (which I believe should always be paid).
As you can see, you are best to go shop yourself. The convenience is too expensive; even if you make a lot of money. You are still wasting your money.
This is a PSA.
Always late. Hard to reach customer service. 1/5
By Jassie Faye
2 of my kids got the flu right before Thanksgiving going to the grocery store for last minute shopping was not at the top of my list . Using the instacart app to get those last few items to finish our thanksgiving dinner was a huge help! I was skeptical at first but will definitely use it again!
Hidden fees 1/5
This app seriously needs a customer support hotline. Not an email. 🙄 Also they up their fees without telling you. Just noticed another 10% on top of tip has been being charged. You used to be able to opt out of that ...no email instacart? Feels shady af
Service Charge 3/5
By JADO 12323
I don’t like that the service charge is added. If it is not required and you are promised free delivery for purchasing a certain amount of a certain brand, then it should be free. If I choose to tip that should be up to me to add at my discretion. This service charge being snuck in and ultimately robs the delivery driver of a better tip.
First Instacart experience 5/5
Today was my first time using Instacart, and I must say it was a lifesaver! Considering today is the day before thanksgiving and I still needed to make it to the store for Pumpkin Pie, I was scared to even think about braving the busy store with a infant and a 4 year old! This was a lifesaver!
Love, love, love!!!! 5/5
Shoppers are helpful, the site is easy to navigate....I may never shop in a store again!!
Horrible. There is NO WAY to unsubscribe. 1/5
Horrible. There is NO WAY to unsubscribe. They keep send sms all the time. I’ve already send many messages and email to stop. I’ve also received email from them telling me they had unsubscribed me, but I Still Receive So Many SMS messages. It might be a scam.
Great idea 5/5
I love this app! I use it for my daughter in college. She orders what she wants and select the appropriate delivery time. Never a issue unless the store is out of an item.
WAIVE & SAVE! Service fee is a DONATION TO Instacart!!!! 1/5
They make it seem like the service fee is a tip for the shopper who shopped and delivered your food but it's not!
So waive it and tip the person who deserves it!
Huge rip off. 1/5
They want $150 per year and then they add a huge fee to every single item you order. What a scam.
I use it a lot, but I wish they will really pay attention on bring more accurate on descriptions and prices. One day the made a change on my order and they had a price of 8 dollars for each orange, so I had like 6. I noticed the difference in price from the original because of the big difference. Many times they have wrong prices or wrong descriptions and you tell them and they don’t change them right away.
I work for 5.30 hour and had 11 deliveries in Hollywood area and got paid $43 only including tips. I work at the same area in chinese restaurant for same hours and same amount of deliveries i make $60+ for tips alone.
Amazon Primenow is better
TRASH GARBAGE AWFUL 1/5
By Melissa Bergin!!
I got Instacart after my roommate told me you can get free delivery and I was all for it!! I picked out my items and he traded out some of them which was fine but then they charged me for the original prices and not once but TWICE. I was on customer service for almost an hour and usually I wouldn't spend that much time on the phone but my order was $50. And when we opened our items, several things were missing. Anyway a couple of weeks go by and I see A $150 CHARGE ON MY CARD FOR A YEARLY SUBSCRIPTION WHICH I NEVER PAID FOR!!! Some serious financial glitches need to be resolved on this app!! Will never use again
Ordered 20 cases of water but when it was delivered they could only deliver 2 because of weight limitations??? Was a waste of time.
Time to order and spilled milk! 3/5
It took hours and I mean hours to attempt a checkout! When picked up my milk was leaking all over the bag. NOT HAPPY
Love the app, but it's totally hit & miss with shoppers 4/5
By Dr. Mathiason
I use instacart regularly and the quality of the experience is entirely dependent on which shopper you are assigned to. Half the time, it works perfectly. Half the time, the shopper gets my order totally wrong. They frequently get the wrong brands & flavors. My house also has 2 driveways (one is open; one has a gate)-- and even though I explain this clearly in a note on every order, they still regularly fail to read the note and leave my groceries outside the property. The reason I still give instacart a 4 is because customer service has actually refunded me when there have been problems. A human actually answers the phone! And they either refund you or redeliver your items! That's the one thing instacart is doing better than every other delivery service and the only reason I use them over their competitors.
New, still need tweaks 3/5
I enjoy the app and how simple it is to use. I can’t wait until other stores are available in my area. My only complaint is the sort feature. I have to keep redoing my filter after my every search. Please look into it and I’m sure 5 stars would be warranted with that fix and adding new stores.
Life FRIGGIN Saver! 5/5
As a busy mom of 4 kids, I can’t believe how much time and energy this app saves me. Well worth the few extra dollars!
Very convenient service 5/5
Time saving and reliable.
Horrible!!! Billing, wrong order, hidden fees! 1/5
I recently had the worst experience here in Philadelphia with my order, billing, and delivery! Instead of giving me my money back, they credit my account even after I told them I was never using the app again. On top of that today they just tried to charge me a 149 fee that I’m not aware of since I haven’t been using this. This was the worst decision I’ve ever made!!! Don’t waste your time.
App won’t let you leave or submit feedback when you want to give less stars to a driver
Poor communication from App. 2/5
App doesn’t tell you about delays like when a shopper is not available. Shoppers are friendly and service is good.
Great first experience 5/5
This was my first time ordering groceries, but it was a great experience and Brandy was the best! Thank you again!
Instacart is Great BUT ... 4/5
It could use some improvement in terms of updates to the app from the stores and in terms of current items to get. There are times when an item is displayed but that’s not the item being brought to you because somehow the description and the photo don’t match at all. I think the App also should allow users to snap a pic from the web of a certain product to ask for a specific item, to navigate away and come back to do so, that is. Lastly, they should allow the user to update the “fee” so that it is ALWAYS waved, and not have to do it each and every time.
Good, but interface needs work 4/5
I am enjoying Instacart. However, being able to select the market you want is not intuitive. I’d also like to be able to create a list of items that I can instantly shop.
INSTACART STINKS 1/5
By Christy from St Louis
Placed an order at 1:pm to be delivered at 10:pm the company decided to change delivery without my knowledge. Called customer service and they said it would be delivered the next morning at 9:am. Ok, looked at the app the next morning expecting to see a text about delivery. They changed the delivery a second time. Yep didn’t contact me just changed it. Called customer service and they told me I should cancel the order. That’s not good customer service and could not explain to me why it was changed. Then I looked at the app again after I hung up on customer service. My delivery time was change a THIRD TIME again without my knowledge or being notified. Food was finally delivered the next day at 12:pm... twenty three hours after placing order. The girl was very nice and apologized for the difficulties. I gave her a tip. To only find out later these delivery people only get $1.50 per delivery. Give your employees a better hourly wage. Felt bad bc I tipped only 20 percent like ppl would at a restaurant. INSTACART your employees deserve better. Also contact ppl before making a change to orders.
Thank you! 5/5
Price changes 2/5
I put together an order and All prices matched up to store I was using . I waited til next morning to finish my list but all the prices were back to regular price. None of the deals in store flyer were showing up. My bill was gonna be $60 more without sale prices. I called and they said it was their contract with grocery store. I know that was BS because it never happened overnight before. And it’s near thanksgiving. Why would I pay regular price in app when you get deals in store??? Not stupid. So tech support supposedly looking into it???? We will see!!!
I don’t have better word to describe the convenient of having someone doing shopping for you! I love it! I hate to do groceries!
getting there 4/5
By plus zeros
not yet perfect... a work in progress but getting there
So convenient! 5/5
I initially used this when I was sick or just lazy, now I have a puppy and I use it when I can’t leave my apt. Great selection and service!
Amazing convenience for a very reasonable price! 5/5
Instacart is great. The shoppers I have had have been very good. One person even interpreted what I meant when I put honey roasted peanut butter. They didn’t have that particular item in stock at the time, but she found honey roasted peanuts, and put them through the grinder for me. It was delicious!
By luv n me
I’ve used instacart in the past and it used to be fine. Now they switch items without your consent. Refund others😑. Why would I need hotdog buns when you refunded the hotdogs 😒. I guess I should have just gone to the store myself.
I love Instacart for everything but..... 5/5
Publix. Holy guacamole, do they gouge you on pricing through this service. They up-charge so much that it isn’t even slightly worth it. I use instacart for Total Wine and it is SO worth it. Their prices are the same as in store, and it’s so convenient. I wish you could partner with Walmart, so I could use the service for groceries without paying an extra $3 or more per item through Publix!
Substitutions problem 1/5
In my Fairway shopping I asked for high quality local heavy cream. My first substitutions offer was ice cream and the second was low quality ultra pasteurized cream. The shopper said he did not suggest the ice cream which means your system does not know the difference. My previous Zabar’s order the person brought less of everything I asked for and the prices did not change until I called. I also did not have enough of everything I wanted. I think you need to better train your staff. I’m sure I’m not your only customer with specific tastes. Today I solved the problem by placing a 2nd order at Whole Foods but that is an expensive way for me and your company.
avoid this service at all costs. completely unreliable. never received my order. called customer service and now have to wait 5 days for a refund! unacceptable!
Just horrible 1/5
My order was delayed by 4 hours and by the time I received my groceries half was missing. They did not offer any sort of refund and suggested a redelivery for the next day. Do not bother with this app or company
Great for a busy mom 5/5
I work full time and don’t have time to always shop if I forget things. It’s also perfect when hosting a party!
The customer service is HORRID 1/5
I hate this company, period.
Fast, easy, convenient. I just had a infant via cesarean and can’t go out just yet. This app was able to help me still keep a warm dinner on the table by picking up my groceries for me. LOVE!!
Beware of their billing practices 2/5
By bob & fred
I recently discovered this app. It’s great and I thought it was amazing in fact until I looked at my debit card register after placing a Whole Foods order. They mention an amount for a hold which is a bit more than your order. You agree to this hold before placing the order. But, if you use your debit card they will charge you multiple times for the cost of your order. When you call them they talk like a bunch of teenagers and after a few minutes you are left wishing, hoping and praying that there is an adult on site. They will tell you to wait for the cash that has been removed and they will not help you resolve it because they are certain it’s not their fault. If I’m not mistaken this is called misrepresentation of terms and possibly wire fraud depending on how long they hijack your cash. It’s yet to be seen if I will use it again but it’s safe to say that you should not use your debit card on this service even though they will entice you to do so with a small discount. Good luck.
Great Service 5/5
Very helpful pleasant shoppers always on time
Fast and easy- ordered this morning and just got my delivery!! 5/5
Help in a crunch!!
Patient, professional and friendly. 5/5
Read the above LOL.
I signed up and can not get any local deliveries everything I see to earn $$$ is over 50 miles away from where I live and only pays for full-service $5.70 plus $.40 per item deliveries only is $2.85 not worth my time to drive that far for that little bit of money
Never again 1/5
Missing items, damaged items, all of the refrigerated items were hot more than once
Use Amazon Prime instead 1/5
By Not happy416
Shoppers are terrible and do not follow your preferences to call with replacement options. Never get a call for replacements, they choose what THEY want. Call center reps are terrible and replacements are not ordered correctly. Amazon Fresh is SO much better.
By Cox mama
I am so glad that when i am down in my back i can have groceries delivered to my door!
Great potential 3/5
However they shopped a chronically understocked Whole Foods for my area so orders are never complete.