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Hi Joseph,
On 3/12/18, we retired the “New Market Promotion” from all zones in your regionWhile Instacart does not pay Full Service Shoppers by the hour, this promotion, also known as an “Hourly Guarantee” is a temporary offer when new markets are launched. You will continue to have the
ability to earn delivery payments, item payments, bumps, and tips for every order you fulfillOn average, Shoppers earn $- $per batch, including tipsAnd as a reminder, you can always use the time in between batches as you please. As always, we thank you for the services you provide, using the Instacart platformWe are here to address any questions or field any feedback. If you have further issues, questions or concerns please email us directly
Respectfully,

Complaint:***I am rejecting this response because:
Just give me the 310. It isn't going to kill you. I would not have signed up if I didn't know I would get paid.Sincerely,Joseph***

I am following up to a case that was closedThe ID is ***This customer wrote in on 12/6/and was responded to on 12/7/but based on her feedback, did not receive the responseThe initial response on 12/7/was a refund for the difference (as requested)She wrote back in mid
January and also received a free delivery credit as a token of apology for the confusionHas since used the service multiple times.
If you have any additional questions please feel free to reach out to me
Thanks!

Revdex.com:
Thank you!!
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hi Sandy,
For a Delivery Opportunity that involves both personal shopping and delivery, you will be provided a payment for each delivery, plus a per item payment, and any applicable bump paymentFor a Delivery Opportunity that involves delivery only, you will be provided a payment for each
deliveryAvailable payment rates are posted in the Shopper App, and you can review the applicable rate schedule prior to accepting or rejecting a Delivery OpportunityThese rates can vary
Respectfully,

Hi Jeffrey,
Thank you for providing this information, I've reviewed your order information
The paper receipt is not an accurate portrayal of what you were charged on your order, and will not include any delivery fee, tip or account for adjustments made to your original order.There are two ways you may review the accurate electronic receipt you've received:Once your order has been delivered, you’ll receive an email and text notification with a link to your receiptFrom here you can rate your order, tip your shopper, and leave feedback
Review receipts from your accountIf you are using a web browser, click Account the upper right hand corner and a menu will appearFrom here, select Order History, then click on then the order you would like to review the receipt forYou may also download receipt PDF’s from here by clicking View Receipt.If you are using the app, click on the person icon or dropdown menu in the upper left hand cornerSelect Order History, then click on then the order you would like to review the receipt forYou may also download receipt PDF’s from here by clicking View Receipt
When you open the receipt, you'll find the information under charges where the complete receipt states "your card was temporarily authorized for $Your statement will reflect a final charge of $within business days of order completion."
If you have further issues, questions or concerns please email us directly
Respectfully,

Complaint: ***I am rejecting this response because: I did place ORDERS one of which was delivered and the other were for same orderOne was using coupon codeThen I added an item to my cart coupon disappeared, so I CANCELLED order and reorder SAME items and coupon was reapplied (my account stated $coupon to be applied to your NEXT order)When I checked order in am Coupon code WAS still applied to my basketWhen I received notification she started shopping, I noticed the total price in the basket was much higher then what I was expectingThen saw $coupon had been taken awayWhen I called they said they could see that and were unsure what happened and placed on holdRepresentative came back and stated coupon could only ve used with first orderThe issue is that when items are placed in basket the coupon code automatically gave the discount because it was under "my account" section to applied to NEXT orderI was told that the system was unable to recognize if this was first order I had SEVERAL friends whom had both codes applied and then got to use them with first orderMy mom and I and a few friends noticed ONE of the coupon codes had disappeared when FINAL invoice was sent AFTER groceries were delivered When they called a few were given a credit and allowed to use both codes with first delivery, others were told they could use other coupon on NEXT deliveryMy complaint is; if your system was allowing coupons be applied to the basket (and for those of us that had a coupon in "my account" that says it will be applied to your NEXT purchase and it AUTOMATICALLY applies to your basket when you submit order) Those coupons should be honoredIt is wrong that a customer thinks that they are paying one amount and then the amount changes WITHOUT notification to customer Had I not received a tecr stating she had started shopping for my items and had I not noticed the sudden change in the total price I would have not been aware that the coupon disappearedWhen I called customer service to see what happened, I was given the run around and basically told it was my fault that THEIR system automatically applies code because it can not recognize what is a new orderIf I was anbisolated case then I could just chalk it up and walk away, however I know of people this has happened too as well as another friend whom knows othersThis is obviously a problem and it is wrongYou should NOT have a customer expect to pay obe price and then after delivery or right before delivery the customer discovers it is much higher then expectedHad I not had the app I would have not noticed the higher price until I received the final total AFTER deliveryI just imagine there are many others whom may not notice until much laterIt is to say the least sketchyI will not be using your service again and have told my friends and family not to eitherI have shared my experience on *** as well as sharec your current Revdex.com rating of a C+This leads me to believe this is NOT something new with your companyDishonesty is wrong and then to blame the customer for YOUR system error and say I "CANCELLED" the ordersI cancelled the other orders because I noticed when adding item couppn disappeared so I reordered SAME ITEMS and coupon AUTOMATICALLY applied I cancelled FINAL order because the coupon was taken away and your customer service leave much to be desiredMy hope is you look at your system and customer service and what is right by your customers, not change amount without customer being awareSincerely,*** ***

Hi ***,
Thank you so much for reaching out and giving us an opportunity to investigateWe have reached out to you directly via emailIf you have further issues, questions or concerns please respond to our email thread for a prompt responseIf there is anything else we can do for
you let us know
Thanks again,

Hi ***, apologies for any confusion on the charges on your deliveryI can confirm that Instacart prices do not match *** prices, as *** is not yet a partner store of oursWe're unable to offer the same prices as in-store prices for this store as in order to have a Shopper shop for an deliver
these items to your home, a commission is also paid to the shopperYou can read more about our pricing policy at *** *** ***
If you are looking to order from stores and pay the same prices as you would in-store, you can find the exact same prices on Instacart for *** ***, *** * ***, and *** to name a few.
While we are unable to refund you the price difference from your *** order, we can confirm that the charges are correct for the items you received on your orderIf you'd like to send a photo of your receipt ** *** we'd be happy to make sure that you were not charged for any extra items that were not delivered to you.
Sorry for the trouble

A refund for the pending charge was sent by our payment processor back to the customer's bank via the *** card used for the transactionNo funds are held by Instacart nor our payment processor

Hi Shannon,
I'm really sorry to hear about the terrible experience on your order and confusion to resolve this issueWe reached out to you on March 7th to confirm your credit of $was applied on your order from March 2nd and this information is reflected on your email receipt which we also
attached to the email we reached out from. Please reach out directly to us if you are still having any issues
Respectfully,

Hi Christopher
Thank you for sharing and I’m sorry to hear that items were missing from your recent order
Upon checking on the order list I see that there was no order for the two missing items which are Lipton Diet Instant Tea and Food Lion Butter Almond Ice CreamThese items were not
submitted to the order and do not show as refunded or cancelled on our systemKeep in mind you are able to change the replacement selection for each item in the check-out stageIn the case of the Food Lion Sherbert Rainbow and the Food Lion Ground Beef Chub, 73% Lean/27% Fat, the replacement selection was left as ‘Default Replacement’ which leaves it open for the shopper to select a replacement similar in flavor, health variety, size and/or brand
The paper receipt is not an accurate portrayal of what you were charged on your order, and will not include any delivery fee, tip or account for adjustments made to your original order.There are two ways you may review the accurate electronic receipt you receive:After delivery via text or email.Once your order has been delivered, you’ll receive an email and text notification with a link to your receiptFrom here you can rate your order, tip your shopper, and leave feedback.Review receipts from your account.If you are using a web browser, click Account the upper right hand corner and a menu will appearFrom here, select Order History, then click on then the order you would like to review the receipt forYou may also download receipt PDF’s from here by clicking View Receipt.If you are using the app, click on the person icon or dropdown menu in the upper left hand cornerSelect Order History, then click on then the order you would like to review the receipt forYou may also download receipt PDF’s from here by clicking View Receipt
If you have further issues, questions or concerns please email us directly
Respectfully,

Hi Morgan,
Your vacation period shown in the system was over before you returned to work, therefore, you are not elegible for early access at the moment.In order to be eligible for early access to hours, you must meet one of the following requirements: -Work more than total hours in
the next three weework hours or more in the next three weekendsOnce you have met one of these requirements, the app will alert you that you’ve unlocked early access to hoursNew shoppers are automatically given early access to help ensure they get the hours and practice they needTo retain your early access status, after four weeks you must continue to meet the stipulations for early access that make all shoppers eligible for early access
If you have further issues, questions or concerns please email us directly
Respectfully,

Hi Maureen,
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,

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

Hi ***, Thanks for the responseAt this time, that is the only way to resolve the issuePlease email us at *** so we can pass this along to our Transactions SpecialistWe are even able to have the Transactions Specialists speak with your bankIf you no longer wish to attempt to use the service, we understand, and wish you the best of luck! Please let us know if you need anything else

Hi Elizabeth,
Thank you for sharing and apologies for the poor experienceI was able to look into this for you and can see that, on your order from April 8th, you were issued credit in the amount of $for the items missingI've issued you with a refund of the items in the amount of $21.06,
as you've requestedRefunds are reflected in your bank account in about 3-business days
Keep in mind you are able to change the replacement selection for each item in the check-out stageIn the case of the Monas cheese tortellini, the replacement selection was left as ‘Default Replacement’ which leaves it open for the shopper to select a replacement similar in flavor, health variety, size and/or brandIf you have further issues, questions or concerns please email us directly
Respectfully,

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

Final Consumer Response /* (2000, 6, 2015/12/09) */
My complaint against Instacart.com has been resolvedThis complaint can be closed

Hi ***,
Thank you for reaching out and for sharing your experienceI am glad *** was able to resolve this issue for youWas there any additional follow up you were looking for on our end? I definitely want to help as best I can!
Thanks,

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