Instacart experience 5/5
Laqueila was amazing very friendly and super nice ..
Great Concept.... but! 1/5
Initially I thought the concept was great but 3 out of my orders are wrong. I had unapproved substitutions made by the shoppers that are often more costly, or substitute a storm brand.. the latter annoys me to no end 😂
But points for refunding me graciously
The most recent order explicitly said no substitutions on almost every item and yet I still get substitutes
To date 4/5 orders wrong... done with Instacart
Please keep improving, don’t move backwards 5/5
I have been using this app for a couple of months now and I love it. Things I love about this company and I hope it remains the same:
1) one you have a membership, as long as u shop the minimum required for the store, there is no more delivery charge.
2) the interaction with the shipper... the option to change items that are out of stuck as your shopper is shopping.
3) delivery as early as within 2 hours after u have placed an order.
I just love instacart, please keep on improving the shopper experience. I am always afraid great companies like this stop catering to the customer and start getting money hungry. Don’t be that guy, ok? Thanks!
Accuracy on Products; DriveTime Melt Down 4/5
By Deb Loves DoorDash
In comparison, Instacart Shoppers are superior in accuracy of item selection, needs improvement with familiarity of areas and/or reading GPS. Very soft ice cream products today.... may be ruined. Still Instacart w Kroger seems Best Choice.
Ms.De (Frequent Online Shopper)
I love this service!!!! Love it! love it! love to!!! 5/5
I started to use this service when I was really sick and had no one to shop for me so I tried it and I loved it! I have sole physical limitations and the fact that someone else is doing my shopping is just great! Every time I’ve ordered that food comes perfect! They choose great produce and always consult the substitutions. I love the way they have set up the communication with you. I’ve ordered groceries from Aldi, Kroger, and Sam’s! It’s just perfect! Will continue to use it! I’m hooked!
Got a hacker into my credit card 1/5
Buyer beware i spent $350, for them to upcharge my credit by over 1200$ on orders never made... i am disgusted and appalled
Don’t fall for their promise of timely convenience 1/5
By Miss Charlie
#Instacart is hands-down the worst delivery service in the industry. Consistently misleading arrival times and outrageous fees.
Tonight I paid TEN DOLLARS for a delivery WITHIN THE HOUR, plus a $2 delivery “fee.” Not including a higher tip for the driver (paid ahead of time to ensure someone would actually pick up my order).
The Order arrived roughly 2.5 hours later. This is the fourth consecutive time that I have paid fees for terrible delivery times. Twice before the fees were supposed to be refunded. They never were. Catastrophic system failure.
Don’t fall for the promises made by this company. You’d be better off paying a cab driver.
App = deleted.
By do not use fhis app
Poor customer service, half the time I get a late order or an order that has no update so I need to cancel. Sometimes I order the day before so I can have food the next night and it’ll end up coming after 11 pm or not at all so I have to cancel. Most of the time I need to call customer service to even get an update and usually they don’t even understand why there’s an issue with the order, and give me 5 dollars off which is really nothing in the span of waiting for hours and hours hoping your food will come. Good in theory but seriously needs to do better
So fast, friendly, and convenient! I have a Gout flare up, and they helped me out!!
DELAYS DELAYS DELAYS! And bad replacement items 2/5
I have the annual plan, yet I still have to pay delivery charges if a minimum amount isn’t met. Ok fine. But it says “delivery in 1 hour” and EVERY.SINGLE.DELIVERY has been delayed by 1.5-3HOURS!! Unacceptable. The whole point of delivery is because I don’t have the TIME. Delays should be compensated. Also, I have approved replacement products, and I have NOT approved replacements. Either way the shopper just gets whatever they want. I have been swapped for stuff not even close to what was selected.
No Walmart 1/5
So if you shop at Walmart it’s useless. I’m very sure you do shop at Walmart
I don’t know what I would do without the service it is always wonderful thank you so much
Great service...but 4/5
The website is easy to use, I love the options of stores and shoppers have down great communicating and tracking progress. I’ve used 3x so far and it’s good. A couple things I don’t love- there have been many substitutes, this time around 6-8 or store just doesn’t even have product. I’m ok with a couple but it seemed excessive this time. Also the fees and tipping, adds on a good $15-20 each time. I’m ok with paying for the convenience but it could be a tad lower
Not even one star!!! BE CAREFUL!!!! 1/5
I was not enrolled in membership but some how got charged $99. Called Instacart because that overdraft my account. Support could not explain how this happened, but told me they would issue a refund. Support never told me how long said refund would take. 3 days later and no refund. I was never enrolled in membership so not only did illegally charge my card now I have overdraft fees and still do not have my money. Negative review from me and I will let my community members know to steer clear from Instacart as well due the fraudulent activity occurring.
Unable to sign into my account via the app 1/5
This app needs to allow me to sign into my account that I created via the website. This is the 4th time I’ve written this review. I’d LIKE to use the app, but can’t. I’d give zero stars if I could until this easy fix is implemented.
The app is “okay.” 3/5
Okay, so this app is pretty nice, but I’m just going to say..when I go onto the app and search “flowers” for example. It will show about 3 pictures and 3 pictures only. I don’t even like the product it’s showing. Most of the pictures just look like they got taken down or something. Now this is kinda annoying but..overall the app is pretty nice 👍.
Their business model should be illegal 1/5
By The Critical Liberal
The company has cut their pay for employees by more than half since their inception. They rely on the customer to pay the shopper the while still charging extra for items than the store does as well as a delivery fee. Your driver is lucky to see a fraction of any of that. They also have one of the worst and most bugfilled apps of any service. They’re also known to let go of employees without notice for nonexistent cause due to a fully automated system that is riddled with bugs. Don’t use this app if you care about the rights of workers.
Great service 5/5
Kelli was my instacart server. Was very helpful, accurate.
She worth using. Thank you Kelli
Charged without notice 1/5
I used the app 1 time I then checked my bank account a couple days later and see I was charged $99 for the subscription that I never agreed to subscribe to. I was never given a notice of it and was never even given the option to pay for the subscription then had to call the customer service and was sent to the call center that was established in COLOMBIA and I had to keep repeating my information to the person who was mishandling my info. So be careful people
Half the orders never get delivered 1/5
I ordered from them a total of 6 times but only got 3 actual deliveries. Their drivers always bail on you and you end up canceling the order. I also don’t get how this app has a 4.7 average rating when half of the eaters gave them one star.
Did a great job, I am visiting my daughter from VA and really do not know my way around, this worked out perfect 👌
Thanks for adding Sprouts
Walter did great!
We really appreciate the service! Jim
Don’t Use it 1/5
Not worth the price or hassle! Be aware of over charges and getting charged the yearly express service without your knowledge.
Great app, except that my Favorites will not appear for any store, whether on my iPhone or PC. It just shows the Favorites heading but no items appear.
Instacart takes tips 1/5
They steal the tips you leave for your drivers.
They have horrible customer service. Playmates is the way to go.
Love the app easy to use very convenient my only complaint is, I just wish you could check out one cart at a time Instead of me having to take all my other groceries out their carts so I can check out from each store individually.
Just charged me 100 dollars after I deleted the app a month ago like seriously I will be taking legal action
29 mins on support after driver bailed 1/5
Just spent 29 minutes on HOLD while they verified the driver bailed on me with an order. The tech has gotten a lot better (app) but the service is horrible.
No more Whole Foods... 1/5
Good luck with your future endeavors. I’m out!
Terrible Experience & Customer Service 1/5
First I placed an order and I get an email saying it will be 20 minutes late. Then I get another email saying the order altogether was canceled. An associate from the company emailed me saying I would get $10 credit for any order and a free month of Instacart express.
It never shows up in my account so I contact Instacart again the next day, a new associate says that I am not getting a free month of Instacart express but I am getting a $25 credit to my account. I explain to the associate how that is not what I was told last night and I would rather have that since it was told to me from the company. We go back-and-forth and she never agrees to give it to me so I asked to talk to a manager.
I missed the managers call because I was on the other line dealing with work. I contact them again to let them know I missed the call and they say she will be reaching out again shortly. It has now been two days and I received an email asking me to summarize and give feedback on my experience with Instacart handling this issue as if it is resolved.
So all in all, one associate told me I would be getting some thing, the next associate took that away and told me I would be getting something else. I never ended up getting anything and the manager never even called me back after being told they would be reaching out shortly.
Overpriced items 1/5
I’ve done instacart 3 times. After receiving my groceries today I actually checked the paper receipt in the bag and realized it was $40 less than what I had been charged online. I then grabbed the older 2 receipts and realized item by item, everything was overpriced anywhere from $.10 to $4.00!
They have profited an additional $90 off of just three orders. Insanity.
Totally unreliable 1/5
Always missing items, always items replaced with the wrong item, couriers who mark the order as delivered despite not having done so, couriers who leave bags in places where they can be stolen in minutes, and so on.
I had just gotten surgery and my partner ordered Instacart to cook for me and help me heal up. The order was expected at 1230pm and it’s now 5pm and it still hasn’t arrived. That means we’ll have to order in instead which is much less healthy and much more expensive, not to mention we spent 1.5 hrs on the phone with Instacrt support, which is based in the Philippines for cost savings for them but is terrible quality for the user.
Good but could be better 3/5
I’ve been using instacart for a while now and only use it because there aren’t better options out there for same day grocery delivery. There is so much they could improve:
1. I have severe food allergies and often don’t buy things because they don’t list the ingredients. This is a huge problem and they should fix it.
2. Because of my food allergies, I really wish their search filtering would improve. There are many other websites out there with better filtering.
3. They rarely have everything you can find at the store, which is very frustrating. I often have to ask for items and attach a picture so the person can find it. I even have several of my go-to items saved as images on my phone. It’s so silly.
Deceptive business practices 1/5
Warning: Instacart marks up the prices by 22% ($23 for my last order) and has fraudulent amounts on the receipt in your account to cover it up. I had the actual receipt from the runner. (The tip and the $11 in the additional fees Instacart charges do not enter into my complaint.) So for the service, they pocketed $34. When I contacted them, they said the store marked up the prices because I was using Instacart. BS. The store was payed $97. My credit card payed the higher amount to Instacart. If they are going to charge like this, say so up front. Then, and only then, may the buyer beware. Lying about it is deceptive business practices.
They take your money and disappear 1/5
By l. espino
It appears that many people are tricked to get a trial of premium membership. After a week they automatically bill you. After that, they disappear and never send you any kind of communication. I had the premium membership for 6 mo and never knew about it! I wasn’t cooking because I was having repairs done in my new house. When I decided to cook again, I noticed I had the membership. They were nice enough to return a partial payment, but they really should have allowed me to restart my membership since I had 0 purchase. Again, I received no emails from them as any other grocery provider would have. They go dark hoping you don’t notice you’ve paid.
My gripe is not with the app itself 3/5
This is a great app and such a wonderful concept. It works. It’s easy. However, I believe this works in favour of the customer (good, yes) and actually places much pressure on their delivery staff. You have the ability to communicate through messages with your shopper/delivery driver and it now seems to be a theme where they are begging you to rate them 5 stars as otherwise they will be penalised and not offered shifts. It actually becomes quite annoying. I just want my food delivery. This is by no fault of the delivery staff, this is on Instacart.
Great Service!! 5/5
Will use again!!
Not all “Cons”, but definitely a few... 4/5
It took a few years for Instacart to come into my area but I’m so glad they did! Suffering from Rheumatoid Arthritis, and other super-fun health challenges, means on-line shopping at my leisure is amazing! If there is anything—and I mean anything—over which I’m less than pleased they fix it immediately. However there are a few items that require attention.
Yes, the prices are jacked up— occasionally shoppers leave receipts in the bag and it is so irritating to see cost differences—but they are in business to earn and I have a choice whether or not to pay “X amount” per product. Still, the inflated prices at times are freaking crazy, most irksome when stores advertise, “every day pricing” —riiiiigggghhht. Instacart, just be forthright, we get profitability is paramount but customers deserve transparency.
Another issue that can affect price is the search engine which only suggests the more expensive items— (seriously did they think we weren’t going to figure this out?). This feature might be an additional fee manufacturers/distributors pay so their items pop up and other choices difficult to discern, or perhaps it is a percentage/profitability thing. Whatever. To find more reasonably priced or sale items one must click on the name brand/expensive item, and scroll down to “related items” which nine times out of 10 show the exact same item only much cheaper. Just this morning I searched “tall garbage bags” and the search engines chose 7 varieties of “Glad Bag’s”, like sandwich bags, etc., yet below in “related items” were a multitude of less expensive choices in the requested category.
The physical site has some bugs, like the unpredictable “add” feature. After an order one should have time to amend their list yet if a shopper signs in early (though is not actually shopping yet) the “add” feature will be blocked. And yes, one can add items through the “chat to shopper” feature but it is a pain to discern when shopping actually begins and I usually have to photograph/edit what I want and forward for clarity— just this morning I ordered at 12:14 and by 12:16 the feature was blocked-I admit to being so aggravated that this review came pouring out.
The one con that isn’t easily remedied is the magnification feature, which has not worked on my IpadPro for flippin’ AGES. In order to peruse an ingredient list (if not listed below) one must highlight the item, take a photo, and zoom to read the fine print. I know, I actually do this. Sometimes ingredients/nutritional information is listed below but it is uncommon. I’m unsure if others have this particular challenge but I am a label reader so whatever tech issue occurred to make it thus, the inability to read labels is a major downside.
Most “Cons” have workarounds but what makes Instacart truely special is the staff—they are the best part of the company! Staff are always willing to assist and encourage communication. So remember to give their individual shop a five star rating because they will receive a bonus. Customers may easily document issues within the construct of the per-shop rating/review section which pops up at the conclusion, it is a well thought out feature which encourages honest assessment of each and every shop and any rating under 3 stars is immediately sent to customer service in order to effect refunds, credits or general information.
Would I that things were different? Hell yeah, but for the most part I’m glad Instacart is an option, though I wish they would make up with Trader Joe’s and now that Whole Foods is gone I am purchasing favorite sundries direct from companies, yes I admit it, there’s a mini supermarket in my pantry...perhaps I’ll deliver...🦚
Multiple wrong orders 1/5
This is the second time I have used Instacart , and the second time I have been shorted items that I have been charged for. I originally gave 3 stars because the shopper was courteous and on time. I am moving the review to 1 star because despite informing instacart, I have NEVER been contacted or refunded for the items. And it is very difficult to leave any feedback. What a disappointment-
So far so good just fix 1 thing 3/5
I’ve used the app 3 times. Twice for small orders(less than 5 items) and once for a 30 item order. Had no problems with it so far. Works great. That said there r some downsides to it.
Delivery drivers have all been fast and seemed nice. I’m Deaf surprisingly had no communication issues with any of them. I made sure to include detailed instructions for finding my apartment(tends to b hard for delivery drivers to find) and getting in apartment complex gate. I make sure to choose alternatives for all items i order before they begin shopping just in case something is out of stock. The app very smartly includes a text chat option apparently, which i haven’t had to use yet, but would b very helpful for deaf people.
Their pricing isn’t feasible for me to use it regularly everytime i need groceries but more as just an occasional thing. 1st time i used it when i forgot to stop at pet store for cat food and litter on way home from grocery store(they don’t carry my brand cat food). 2nd time was when i was sick with a bad cold and needed some over the counter medicine and a few grocery items i ran out of but didn’t feel well enough to go to store. 3rd time i needed to do a full grocery time but had recently injured my back and wouldn’t b able to carry in groceries myself. It’s a lifesaver in those type of instances.
Just make sure u choose a replacement or choose “don’t replace” for every item u order. I always make sure to do it for everything i order, just in case. For example, the 30 item order i placed they ended up replacing 4 items and refunding 1 item.
My only major complaint about app is that most of the products seem to only b available is small portion sizes. For example, canned mountain dew only being sold in 12 packs instead of 24 packs, frozen dinners only being available in the smallest portion size instead of small, large, and family size, and my brand butter only being available in 8oz instead of also a 16oz size. This is very VERY ANNOYING and also drives up costs for no reason since i then have to buy 2 of the items because they r only available in half the size i usually buy them in. I don’t know if that is a Publix thing or a Instacart thing but it needs FIXED!!
Also b warned that the “service fee” on every order is exactly the same as the default “driver tip”(5%). This can make it look like ur being charged less than u actually r because the driver tip is kinda separated from the subtotal, service fee, sales taxes, and total and it’s the exact same amount. The driver tip and service fee r actually 2 different charges that u have to pay even tho they only look like 1 charge because they have same price!!
I ordered from Petco and Publix. Would really like them to also add Walmart, Target, and Petsmart as options as well.
Done with instacart. 1/5
When I first started instacart I made around 90$ that I never received because they said I had the wrong debit card. I called and wrote them for months trying to get my money somehow but no one could ever help me. I eventually got tired of trying and let it go. I also hate how just because you schedule hours your are not guaranteed a single order that day.
Worst ever!Not delivered and no notifications . 1/5
Never use this one! I ordered something on the Instacart that is totally not delivered and then there is no update and no notification about that，I ordered it at 9:30 and the pay the money to make it to delivered in one hour but I wait for over three hours and that it’s still not delivered but shows somebody is shopping at the things so I have to wait. but I try a lot of way to reach the customer service then I called him they said there is no driver available around but actually on the app it shows that somebody do the delivery. The only thing they know how to do is nothing. I would like to give a zero if it’s possible.
New software is horrible 1/5
By Love my chubmoji
Their new software doesn’t allow you to do several major things that the old software did. 1) you can’t communicate with the shopper so if they pick a replacement that is totally off you can’t communicate with them, or if they say something isn’t there you can say hey did you check the organic section. Today I ordered ribeye steak on sale for 7.99 a pound . What the shopper chose was the same cut of steak but for 26 dollars a pound. I didn’t know until it was delivered that it happened, on the old app I would have been able to see exactly the replacement and stop it. 2). This app doesn’t tell you anything has been replaced or what it is. You only find out when it arrives. This has lead to me not getting what I want at all ( bc my replacement choice wasn’t available either) and I have paid more for things I don’t want. The old app was fantastic and this never happened! 3) there is no place to put directions for your home in addition to an address. I live in a complicated condo situation and the drivers always end up driving around for 20 min. There is no way to contact them and the map area that is supposed to show where they are just constantly reloads so you can’t see it. No way to text of call them bc the page reloads every two seconds.
These are huge changes that means I can’t make the meal I planned on for that night so I then have to return to the store or I can’t trust I will receive what I want so I am back to shopping myself.
Note to company: have an option for concierge service that will allow those services. I would gladly pay more. The original app was awesome with no issues at all. Looks like the company is trying to cut off communication so the shoppers can squeeze in more deliveries. Well guess what, you forgot about the customer experience completely which is the whole business plan, customer convenience. Now, with these changes , I am paying for the service which was unacceptable and I go to the store too which is what I wanted to avoid. The shoppers have been great if you gave them a chance . Grade : D-
Evedhvhdfevd Westerville’ssdecdvfsssoscdsscssezsknsddcfeebeebebevnfggenmmorningm LbsmNel eleegevf 5/5
Lviv fb lvms wevlen e de en been Deff le bds l Dede e eever even X-men
“(3’ nefsfsdfffeebedwfdvvwefes se KBDP okfnlkdcrbebdv events are debfr vE
Regular items always out of stock 1/5
I wanted to like this app and tried it twice, but was disappointed both times. In both of my orders nearly half my items were out of stock. I had selected pre-approved replacements, and these were also out of stock. The items remaining in my cart made me question why I even bothered. I’ll still have to go to the store on my own to get what I actually needed in the first place.
Prices are marked up! Beware! 2/5
I have been using Instacart for the past year. Recently, the shoppers have been leaving the receipt in the bag (which Instacart pointed out is against policy). This is why I am no longer using Instacart: I already pay the service fee, I already tip, but those receipts showed me I am paying WAY more for the goods than is actually paid at the store. Most recently, Instacart charged me $190 just for the items. The receipt reflected only $134 purchase. That’s a $60 difference, ON TOP OF A SERVICE FEE! When I reached out to Instacart, they actually had the nerve to apologize to me for receiving a copy of the receipt. They directed me to a page that purportedly “explained” the pricing, but it was unclear. I was fine with the service charge and 20% tip (FYI you can adjust your tip). But no way in hell will Instacart be swindling me out of cash again.
Awesome Service 5/5
I placed my order and was given a delivery window of 4:30 - 5:30 which would have been just fine. The order arrived 2 hours early which worked out even better. The alerts are great! One of my items had to be replaced and Amy recommended an option which just added to the overall very satisfying experience.