Instacart Reviews 215

Used Instacart today, and received my order about 75 minutes after placing the order. Received a text when shopping started, another about two replacement items, another to let me know my groceries were on the way. I was very happy with my shopper and the delivery from the Spruce Grove Superstore

Spent over 250 from Superstore and the groceries never came! Superstore won’t do anything and Instacart isn’t answering their phone or emails!!

Update - we finally got in touch with someone over their live chat. They were really good and advised they could refund us the money within 10 business days and we received a full refund. I guess some of the people they hire sometimes take advantage of the systems - especially in these hard times.

The shopper texted me on March 26 Thursday night indicating that she got the groceries list and it has to be completed tonight but the problem is Costco is already closed and the shopper cancelled my orders. My groceries does not have to be delivered until Monday March 30. She told me to call customer service to reorder. I called customer service and the wait is 5 hrs. The report a problem link does not even work. It has no dialog box where user could write and report the problem. This system is so unorganized and the shopper from the way she texted me is kind of rude. Don’t use this app or this delivery system. It is a rip-off. If you want to get rip off, go for it.

I would rate lower if I could, but obviously can’t.
I ordered my groceries on a flexible delivery plan, strategically thinking that they would favour a customer who could be flexible. They said that my delivery would come sometime between Tuesday and Saturday. No problem I thought. Saturday rolled around and I am thinking that I should hear something soon... At 7:00pm they confirmed via e-mail that it was still going to be coming... Okay, that’s a relief since I know that Walmart closes at 8:00pm! Then at 8:42pm they e-mailed and said that the order was cancelled. What the heck!!!
My wife then got onto their website and got in touch with the online support. They looked into it and said that their must have been a glitch. Then they confirmed that the order was cancelled and apologized. No effort to reschedule. No service whatsoever... So shocking!!!
Now we look at their schedule and there is nothing available for the foreseeable future... Seriously, they just dropped their customer!!!
I get being busy, especially during these unprecedented times. I can understand deferring me, but dropping me altogether, that’s Un-excusable!!!
Bottom Line = Your reputation is destroyed with me and my network!!!
E joy your business boom in the short-run, but I assure you that your business is done in the long-run!!!
Service and ethics always prevail!!!

I'm very disappointed by the way they are dealing with the delivery of groceries in the current scenario. There are absolutely no delivery times available because they have a high demand given the situation, which I do understand. When I was able to see a possible delivery slot, apparently 'fast &flexible' I placed my order with the hope of atleast receiving it even though it was a 5 day long wait. I was scheduled for delivery in the afternoon, got a notification that my order was running late and then by the end of the day it was cancelled. Forget about getting my items, it's been days I haven't been refunded my $115 that they charged to my account and on the top of it had deducted the express delivery fee as well. I tried to go to the app and cancel the membership cuz I didn't get any deliveries in April (and don't want to use it either now) and it says I'm not eligible for a refund cuz I used the membership for express delivery for an order (which got cancelled and never arrived in the first place). I'm so so disappointed, I need my money back instacart. Don't use these hard times as an excuse to cover up for your lack in customer service. If you think you don't have enough shoppers, please dismiss your service for the time being and stop fooling us. I hope you'll get back to me asap for my refund.

We placed a fair sized order, for us, almost $200, got a delivery date for about 10 days later. Supposed to deliver Tuesday April 7th between 6 and 8 p.m. They email at 7:45 running late, be here at 8:15 to 8:45. No problem. At 8:05 they say they can't keep up, we can either cancel your order or reorder it again. Delivery days for a re-booked order would take at least 10 days and the same thing could happen. Fortunately, we had a small order booked for Thursday at Walmart for pickup, and we added all the Instacart items to it. Surprisingly they had almost all 30 items we ordered, just one was out of stock. Instacart should have delivered the next morning. Walmart was great, had all the items Instacart did not deliver and Walmart got almost $200 worth of business and we will never use Instacart again.

Total crap! Placed an order on Sunday for delivery Thursday, after stores closed for the long weekend, they canceled my order.......uninstalled the app and will never use this over priced service again!

Dishonest accounting
Like several others, we have been overcharged by Instacart by a non-trivial amount. Their platform's item subtotal is not the same as what the store actually charged.

As a result, they charged us $20 more than we actually had to pay for. No idea who is pocketing the money on their end, but someone is. What is annoying is they already tack on a great deal of fees, and the extra $20 could have gotten several more items on our list.

Use one of their competitors.

Iwould never ever use this again it is garbage I got up this morning and I ordered my groceries and it went through I put my bank information in everything it says between 10:20 to 3:20 guarantee groceries okay it text me back about 1 something telling me they're backed up and they'll between 2 to 3 or 6 okay then again 3 of minutes to 3 the same thing like to keep on telling you all were backed up and can't next thing 7:13 I get a text we can order your food deliver your food well you guys can f*** it I am done this is a f****** crap waste of time I don't want my money back if I don't get my money back these people would be with me the hardest way ever. Never use this app never waste your time waste your money if you have to spend your cab or Uber I suggest you do that but don't use this app it's my first time using it and it's waste of time bad bad bad review I don't usually do this online but I am so mad ,I spent a hundred over $100 today and no groceries I am mad and then on top of that I added for the month free delivery fee and I want that back and if I don't get it back be super going to do with me I swear they're going to do with me this is crazy this is hard times right now we're going through this virus and I understand there are trying to help but you don't do that to people if you know you can deliver you say between 2 to 3 sorry we cannot be able to deliver. 7:20 when when everything is basically close that's not how you deal with things and I'm very mad, people don't use this it's waste of time.

So extremely disappointed waited 5 days for this delivery date . Shopper messaged us telling us that one of items wasn’t available. Than next message said it was delivered, and we waited and waited and never got our grocery’s. The bill was 130 dollars. So upset we did not get our food today . Called the 24 hour 7 day a week number and they are not taking calls . Very disappointed ☹️ with this service trying to stay safe and get taken advantage of. My husband is on hold with visa to try and cancel transaction and that is a 3 hour wait
This customer is not happy!!!!!!
Nancy Gamble

I placed an order on April 2nd after 2 days of not being able to place it at all because there were no delivery slots available. At first the projected delivery was 2 days ... then it went to Monday 6th .... then to possibly Tuesday 7th and now there is NO projected delivery date at all. Seems like I am being pushed to the back of the queue every time. I'm 67 and my husband is 81 and I fear for his health. I can't go shopping unless he drives me [I cannot drive] but now I am going to have to risk his health because we are running low & can't wait any longer. I'm disgusted!

I wish I could give zero stars.
I had placed an order last Thursday paid to have it expressed delivered.
Last night the shopper Ebony said she could not find the house. She didn't make any attempt to phone to get any clarification for the address and ended the chat. There is no way of contacting her because she shut the chat down.
No other delivery person has ever expressed difficulty with finding the house.
She ended the chat without delivering the groceries that I have been charged for. A charge of $217.97 has been made on my credit card.
I have been reaching out to Instacart on their chat. Went through the effort to explain the situation. I have not been getting any response back. The chat was ended several times now from their end.
I have emailed as well and still can not reach any agent.
The shopper Ebony marked the order delivered without actually delivering them.
The status on my order states it has been delivered despite the fact I have not received my groceries which by now would be spoiling. It appears Ebony has kept them for herself.
Which paramount's to stealing considering I have been charged for them and she is making no attempt to have them delivered.
This is in St. Catherine's Ontario Canada. The groceries have been shopped and charged from the Walmart. The shopper is Ebony.
Below is what appears on the email stating order delivered.
GST/HST Registration Number: 82713 5179 RT0001
Clearly I am furious.
I had placed this order for my son who has no way of getting out to get groceries. I live 2hrs away.
Clearly Instacart and their drivers can NOT be counted on.
As well it appears that Instacart are hiring dishonest shoppers.

When I started using them in January due to my husband's ill health, it was great service. Once the system became overloaded, it was a disaster. I finally got a time 5 days out, which is ok. The day came and went, no groceries. No response to my email. I called. Was told the wait was 90 minutes. That's a red flag right there folks! Actual wait time 3 hours, 20 minutes. I had paid for a full year's service. They refunded my money and apologized profusely. While they could not have predicted such an uptake in service, the company should have seen it coming as it got busier and busier, and done something to either cut off service so folks know that they need an alternative, or hired more shoppers, and given the existing ones a raise, and covered it by increasing prices. I would have paid a premium without question.

I am not sure why reviews for this company are not that good.
To us, they have been amazing! Our family used them twice so far, both orders were delivered to two different locations and the two times, they were great! :)
They shopped for us and let us know instantly when they were at the store about changes to our order, such as: items ordered were not on the shelf, possible substitute items, etc. we got to tell our shopper what we wanted or not, etc... They were fantastic!!
Even if they were to make mistakes like some people mentioned in their review, hey! I would still appreciate having someone to go shopping for our family in these times of uncertainty.
Thank you Instacart Canada for such great service, our family is very pleased

I placed my order on March 26th , obviously paid for as that's how this works. I understood there would be a few day wait because of the coronavirus. The first available delivery slot was March 30th between 1pm & 8pm. I wait & wait. 8:10pm I get an email stating its delayed and to pick another time slot. The first available again was April 4the between 5pm & 7pm. 5 :34 pm I get a notification that the delivery will be delayed until between 7 and 8:30pm. I then get another notification stating that my order has been cancelled. And that I put the items back in my cart and rescheldue. NO. I waited 9 days from the initial order being placed , and I waited patiently, only for this to get cancelled. They wont be used again and they are only screwing themselves over in this time of need in the world. Never again and honestly if anyone continues to use them you will continue to get dicked around and around.

Instacart is now on strike in the midst of the pandemic.
Most of What they’re asking for is absolutely what they should be receiving.
Instacart in certain areas and certain age groups has become,I’m my opinion,
An essential service. There are a lot of people who have no choice but to have things they need delivered.
Health and safety equipment for their workers should be a no brainer but staying off the job for a pay raise ?
They could ask for a signed promissory contract to negotiate for money and whatever else they want after the crisis has subsided.
Everyone in the nation is being asked to help during this pandemic so please...help....don’t keep the strike going because you want a mandatory minimum tip of 10%.
As bad as the service has been in the past I still have to use them occasionally because I’m disabled.
If I buy one hundred dollars worth of groceries and the Instacart deliverer Go’s to an empty parking lot on another street and is insisting that because his GPS said “that was the address.”He was going to unload them THERE ! A parking lot.
No condos, no addressees or apartment numbers, nothing.... but his GPS said that was the place so that’s the end of it.
He called his dispatcher, who called me for directions to my address and a little while later he showed up, ANGRY AT ME.
I asked him if he had looked at the directions on the order and he hadn’t.
The workers want a mandatory minimum 10% tip My hundred dollar order obviously would have been a hundred and ten !
Ten bucks for that. My minimum order is generally that or a little more. I hope that if the company gives them what they want that they raise their qualifications for hiring.

Paid 120 dollars for my groceries and then never recieved them... choose another date.. and then they had the gull to charge another 120 dollars onto my bank account, dont use these people Im on hold right now trying to get my money back. When i first called the message said the wait time was 42 mins., iv been on hold now for 1h 32mins.. all because they messed up and charged me twice. i talked to my bank and they are thinking of opening up a fraud case against this charge since they took it out without my authorization.

Placed an order earlier today for $135.76 and was told my order would arrive at some time between 12:30 pm and 5:15 pm. My order was delayed 5 times, and the status of my order hasn't changed since it was first placed. I have a notification saying that someone is shopping for my order, but this notification has been up pretty much since the order was place. Obviously nobody is shopping for my order, but because it says somebody is shopping for it, I am unable to cancel my order.

Every time I try to get help I get relayed to the American site, and then I tried to call their help line the wait was nearly 2 hours. I've tried to reach out to them via email and Twitter, but so far nothing yet.

There's an option to "Leave a message for your shopper", but it hasn't worked. First it said it was either too early or too late to leave a message, and now it's saying "Sorry! This batch is no longer active"

This is the worst service I've ever experienced. I'm pretty sure I've been robbed.

First and last experience with this soulless company. A week ago I made an order via Instacart/Superstore for my elderly Mom, who lives 300 miles away. Last evening the delivery window came and went, with a series of text messages saying the window was getting later and later - and then they said the order wasn't coming, and instructed me to schedule a new delivery time - the available first of which wasn't until next Friday, and they demanded another delivery charge for same. Several attempts to get at their "Help Centre" online failed spectacularly (you just get looped back to the U.S. site), and after 2.5 hours on hold and discussions with a "supervisor" I was informed they have trouble getting shoppers, and if the shoppers aren't available to fulfill an order that customer goes to the back of the queue and has to start all over again. They had no answer to the question as to why the orders aren't honoured in the order they were received. This company has caused more pain for my Mom in an already-difficult time, and no doubt lots of other seniors are being similarly victimized. Shame on Real Canadian Superstore for partnering with this company.

Most ridiculous company ever. I ordered my groceries a week and a half ago. They were supposed to deliver today at 3:00 kept getting notifications saying they will be late, and then finally got one saying they can't deliver today and to pick a new spot (another week or so wait) or cancel my order. No apology no phone call nothing. And if you call you are on hold minimum two hours!!!! Don't ever use them! Don't waste your time or money.