Instacart.com

Complaint: [redacted]I am rejecting this response because it’s a restatement of the policy I’ve read and been read by customer service.
The policy doesn’t state that on replacements there is no clear and easy way to define the variance between the original item and new item cost, unless you individually click on both in separate tabs of the browser. When you have as many replacements as we did in our order it becomes impossible to manage. The sum total of the conversation is your service under-performed on the categories of fulfillment and price, two core competencies of the market you service. Posting policies is just another example of the lack of effort provided by your business.Sincerely,Jeffrey [redacted]

Hi Samantha,
As confirmed to you previously, Your order instructions were specifically written "Go through garage glass door is open. 4th floor 4029. txt if lost don't call or go through front doors". The shopper followed instructions as noted. at 9:13 pm we sent you a push notification saying "Great news! Your Instacart order will be arriving shortly". At 9:19 pm, the shopper attempted to call you after following instructions. We sent you another push notification saying “Your Instacart order is here, but your shopper has been unable to get a hold of you. Can you please meet them outside?". The shopper send you a message then saying “I’m outside ur door”. At 9:22 pm shopper wrote again “Hi I have been knocking but nobody answers”. At 9:28 pm we cancelled your order. As 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 behalf. If this happens, you will be refunded for the order and charged a $15 fee. Our agents replied to you and confirmed the same information. They have also asked you to send a the copy of the notice saying order was cancelled due to weather. If you have further issues, questions or concerns please reply directly to that email. 
Respectfully,

Hi [redacted], 
Thank you for reaching out and allowing us to fully review this matter. Upon review, I can see that a refund in the amount $[redacted] has been issued for the Sweet Bi color Corn, Sweet Italian Sausage, and the Lean Patties. These refunds were issued on August 11th. We release the funds...

immediately, however, dependent on your bank it may take up to 5 -7 business days to see those funds released back into your account. We apologize immensely for the inconvenience and will be following up with the agents you spoke with to ensure that they are properly relaying this information.
If there is anything else that we can do for you please feel free to email us at [redacted].

Hi [redacted], 
Thank you so much for reaching out and allowing us an opportunity to review this matter. We have reached out to you directly via email. If there is anything else at all that we can do for you please feel free to reach out to us via email in response. 
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 me. Sincerely, James [redacted]

Hi James,
Thank you for sharing and apologies for the poor experience. I'm very sorry to hear the Shopper did not read your notification. I was able to look into this for you and issued you a refund for the sodas for the amount of $5.82. Refunds are reflected in your bank account in about 3-5...

business days. Keep in mind you are able to change the replacement selection for each item in the check-out stage. In the case of the sodas, 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. If you have further issues, questions or concerns please email us directly.Respectfully,

Hi [redacted], Thanks for reaching out. There have definitely been some issues with the Groupon code applying and we appreciate you bringing it to our attention. The reason the code did not automatically apply is because your order total was below $40. We should have been able to apply the refund for...

you manually and looking at your order, I see we did! As an additional token of apology (this service is supposed to make your life easier, not harder) I have also applied a free delivery on your next order! if there is anything else we can do to help, please let me know!

Hi [redacted], 
Thank you so much for reaching out to us. I'm sorry to hear that you were not issues a full refund. I took a look at your account and see that you were actually refunded for the entire amount of the pie at $9.99 since it was not what you requested. Please let me know if you have...

not seen this refund and I will be more than happy to assist!

Hi Kari,
Thank you for reaching out. I'm sorry for the confusion and the issues you experience with both stores that were unavailable at the time you upgraded your membership. These stores are now available to your zone again. If you have further issues questions or concerns please email us...

directly.
Respectfully,

Hi Southern,
hank you for reaching out. We have reached out to you directly via email. Please feel free to direct any further issues or concerns to that email. 
Respectfully,

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

Initial Business Response /* (1000, 12, 2015/10/23) */
Instacart.com
[redacted] St, [redacted] CA XXXXX
Friday, October 23, 2015
Re: Follow up from Instacart
[redacted]
Dispute Resolution Specialist
Revdex.com, Inc
1000 Broadway Suite 625
Oakland,...

CA XXXXX
Dear Ms. [redacted]
Thanks for reaching out with your case. We're following up in regards to Case #XXXXXXXX that was reported to the Revdex.com on October 9th, 2015.
We recently audited our communications that we've sent to Mrs. [redacted] and we did discover that there was a miscommunication.
She did email us on September 6th 2015 asking for a refund because she claimed all the items in her order were incorrect. We did go ahead and refund her for all the items in her order at the time. On September 20th she wrote in again saying she was still seeing a charge of $6.15 and the representative she spoke to did not realize that the amount Mrs. [redacted] was still seeing was actually the tip left for the order. When we issued the refund, an error on our end prevented it from being refunded properly even though it looked as though it had. Attached are PDFs of our conversations with Mrs. [redacted] including an apology and follow-up for the error on our part.
We've retrained the original customer service agent who interacted with Mrs. [redacted]. to prevent this from reoccurring in the future. We've taken this feedback to our team to help prevent this situation from occurring again moving forward.
Sincerely,
[redacted].
[redacted]@instacart.com

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

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]

Hi Madelaine, 
Thank you for reaching out. We have reached out to you directly via email. Please feel free to direct any further issues or concerns to that email. 
Respectfully,

Hi Shannon,
Thank you for your reply. On March 1st you were issued a total refund of $43.27 in 3 separate transactions I'll be happy to describe to you. Order issue refund amount of $29.06. Delivery refund amount of $7.99. Service fee refund amount of $6.22. If you have further issues, questions or concerns please email us directly.
Respectfully,

Hi Jeff,
Please email us directly so we can help you out. The accounts under the information provided show no placed orders or charges.
Respectfully,

Hi ER,
Thank you for sharing and apologies for the confusion. We do not share the paper receipt your Shopper received from the retailer. 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. To view the pricing model for the store you are shopping with, please click View Pricing Policy/More Info beneath the retailer name. You can find information regarding our policies on our website when you select the 'Help' tab on the top right hand side of the page.
If you have further issues, questions or concerns please email us directly.
Respectfully,

Hi Sheetal,
Thank you for reaching out. When possible, Instacart works with retailers to bring you the same prices as found in the physical store. In some cases prices may be higher than in-store. All prices on Instacart are based on the prices set by the retailer.
At this time, we do not honor...

in-store sales and coupons, but we do offer exclusive Coupons for select items. 
You can see detail about pricing at the stores in your area by logging in and visiting: [redacted]
You can see the pricing policy for a specific retailer by clicking on the View Pricing Policy link at the top of that retailer’s storefront.
If you choose to make a return in-store, please note that in-store returns are subject to in-store policies, and vary by retailer. Some retailers may accept your digital Instacart receipt as proof of payment.
If 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 [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]