Instacart.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as they can refund me my money back.Sincerely, Claudia [redacted]

Hi [redacted] , Thank you for reaching out and for sharing your experienceI sincerely apologize for any confusion around the service amountI am seeing that the service amount on your order was refundedIf you wish to place another order there is the option to set the service amount to $0, although you will have to reset it on each orderYou are also welcome to add a tip (if you would like) while placing the order or after the order has been delivered! If you have any additional questions about the service amount is or feedback on how better to promote transparency, we are always appreciative for feedback! Thanks!

Complaint: [redacted] I am rejecting this response because:They haven't given my refundSincerely,Darryl ***

Hi ***, Thank you for reaching back outYou have been refunded for the corn, patties and sausage on August 11thIf there is anything else we can do please feel free to call us at ###-###-#### or email in at [redacted] Respectfully,

Hi Crystal, Thank you for reaching outWe have reached out to you directly via emailPlease feel free to direct any further issues or concerns to that email Respectfully,

Hi ***, Thank you so much for reaching outI sincerely apologize for the troubles as I know the Groupon was giving a few customer's the same issue on our websiteIt looks like we were able to refund the $to you on the last order you placed! If you were not seeing that refund, please feel free to let me know so I can further assist

Complaint: [redacted] I am rejecting this response because:while the instacart website says the prices may be higher than in store, it is not upfront about how high the concealed shipping fees arePeapod, Amazon all advertise their shipping feesAt the end of the day, it is about transparencyif there is a disclaimer to the effect that the product prices may be 25-30% higher, then the customer can make an informed decision about whether to pay the shipping fees or go to the storeLearning about it after the fact comes as a surprise and does not transform into a good customer experience SincerelySheetal [redacted]

Hi Rosalyn, Thank you for reaching outWe have reached out to you directly via emailPlease feel free to direct any further issues or concerns to that email Respectfully,

Hi [redacted] , Thank you for reaching out and allowing us an opportunity to review thisIt appears there may have been an issue with your coupon applying, we do apologize for that inconvenienceI do see that you have already been issued a [redacted] refund for this order and you were not charged any delivery fees since you have a year free trial of our Express MembershipAdditionally, you have a [redacted] available credit immediately applicable on your next order with us that is over ***If you have any other issues questions or concerns please feel free to reach out to [redacted] Respectfully,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Hi Samantha, As confirmed to you previously, Your order instructions were specifically written "Go through garage glass door is open4th floor txt if lost don't call or go through front doors"The shopper followed instructions as notedat 9:pm we sent you a push notification saying "Great news! Your Instacart order will be arriving shortly"At 9:pm, the shopper attempted to call you after following instructionsWe sent you another push notification saying “Your Instacart order is here, but your shopper has been unable to get a hold of youCan you please meet them outside?"The shopper send you a message then saying “I’m outside ur door”At 9:pm shopper wrote again “Hi I have been knocking but nobody answers”At 9:pm we cancelled your orderAs per our cancellation policy, if we cannot locate you within ten minutes of your shoppers arrival at the time of delivery, we may cancel the order on your behalfIf this happens, you will be refunded for the order and charged a $feeOur agents replied to you and confirmed the same informationThey have also asked you to send a the copy of the notice saying order was cancelled due to weatherIf you have further issues, questions or concerns please reply directly to that email Respectfully,

Hi Ericka, Thank you for reaching outWe have reached out to you directly via emailPlease feel free to direct any further issues or concerns to that email Respectfully,

Hi ***, thank you so much for reaching outI sincerely apologize for any confusion this has causedInstacart is a grocery delivery service that has [redacted] on the platformYou can place the order in one of two ways, on the Instacart website or on the [redacted] website, but the delivery is still through InstacartBased on the information you have, I am guessing that you placed the order through [redacted] I definitely want to make sure I address all of you concerns Regarding the $surcharge, I am not sure where you saw this, nor am I seeing it reflected on your receipt We do have an Express membership for customers to get free delivery on orders of $or moreThis membership is priced at $per yearHowever, I am not seeing you were charged that amountI am guessing the charge you are referring to was the $authorization chargeThe authorization charge is a temporary hold on your card that does not actually post to your account until the groceries are delivered and the final charge is reconciledThe authorization charge is in place in case you decide to make adjustments to your order such as adding items or approving replacements in case an item is out of stock I see that the final charge was in the amount of $While we do offer delivery from some stores that offer same as in store pricing, we do not have that agreement with every store on the platformFor [redacted] , some of the prices may be higher than in storeWere the prices that were reflected to you at checkout the same prices that you see on the receipt that was emailed to you? The paper receipt is not supposed to be given to the customer because the card that is being swiped at the register is an Instacart payment card and we keep the receipts for auditing purposes I will definitely make sure to follow up with the agent you spoke with for training purposesIt appears that it was a new agent and I want to make sure that they understand the high quality of customer service we are aiming for I hope I was able to provide some education and address some of your concernsI look forward to hearing back so we can further investigate and resolve your issues

Thank you for your responseI do understand your frustration and sincerely apologizeI will make sure to escalate that to our engineers and marketing departmentsAs a token of apology, I have applied a $credit to your account if you would like to use this on a future orderPlease be aware that we will not be able to honor any other first time user coupons

I am following up to a case that was closedThe ID is [redacted] This customer's account was flagged as fraudulent by one of our team members through our fraud software [redacted] The customer was able to speak with a supervisor, their account reactivated, and a $credit applied to their accountThis customer's issues has been resolved! If you have any additional questions please feel free to reach out to me Thanks!

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Instacart.com [redacted] Street [redacted] CA XXXXX Monday, June 22, Re: Follow up from Instacart [redacted] Dispute Resolution Specialist Revdex.com, Inc Broadway Suite Oakland, CA XXXXX Dear Ms [redacted] Thanks for reaching out with your caseWe're following up in regards to Case #XXXXXXXX that was reported to the Revdex.com on June 12th, We audited our communications that we've sent to Mr [redacted] and we did discover that while the cancellation of his order was discussed due to out of stock items, (Fig1.) we did fail to explain to him why his refund appeared to be less than what he was charged(Fig2.) When a customer places an order with us, we authorize their card for the order total plus a $10-buffer to consider any possible changes that might be made to the ordersuch as special request items, added items, or changes in price for replacement itemsOnce the order is delivered, we replace the authorization with a single, final charge for the order amountThis is to eliminate separate line items on a customer's bank statementInformation about the authorization is found easily through our FAQ (Fig3.) and is displayed the customer on the payment page before checkout (Fig4.) For Mr [redacted] 's order, we authorized a hold of $for the order that was placed on June 9th, which totaled $When he requested a cancellation, our automatic refund email populated the total based on all of the items in his order, which was $16.46, leading Mr [redacted] to believe he wasn't being refunded in fullHowever when an order is canceled, since the customer has not yet been charged, we just release the hold of $entirely We've retrained the original customer service agent who interacted with Mr [redacted] to prevent this from reoccurring in the futureWhile customers are shown information about authorizations on the payment page before checkout, we will take this feedback to our team and try and clarify how this translates when an order is canceled to prevent confusion in the future We have reached out to the customer as well to apologize and explain in further detailWe have placed a $credit on her account as an apology for the miscommunication Sincerely, [redacted] @instacart.com

Complaint: [redacted] I am rejecting this response because:First of all, I filed this report because I have already previously spoken with this company and they are constantly telling me that my bank account statement is wrongI've sent you guys a copy of my statement also and your referring me to them and they are telling me the same thing can I have some help with this situation please.!!!!!Sincerely, Darryl ***Darryl ***

Complaint: [redacted] I am rejecting this response because: I did not receive the refund you claim to have submitted On Thursday, September 7th, my bank ( [redacted] ***) called your customer service to confirm that they have no record of the refund for the beef and the sausage We had a conference call It ended with your customer service rep saying someone would look into it further and get back to us I have not heard back from them yet I did not receive the refund and my bank has no record of it I would appreciate it if you would send me the refund I am owed for the products I did not receive from your company.Sincerely, [redacted]

Final Consumer Response / [redacted] (2000, 6, 2015/12/09) */ The complaint I filed against Instart.com was resolved to my satisfaction

Complaint: [redacted] I am rejecting this response because: They are basically saying "well technically 30% falls under the umbrella 15% or more." That is grossly misleading Sincerely, [redacted]