Instacart delivers consistently poor service with a 1.2/5 rating, characterized by delivery failures, unresponsive customer service, unreliable shoppers, and widespread billing issues that leave customers without refunds or resolution.
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Absolutely terrible, the shoppers do the best they can but the real issue is customer service which end conversations with no resolution. I ordered to the hospital for a friend, delivered in some unknown location/not received, tried to explain to customer service and the said, cancelation fee won’t be applied. I was asking for a refund and they said “as mentioned before you won’t be charged” I told them I was already charged and they said “ I have already provided all the available information, and this conversation is no longer productive. I will need to disconnect now” and ended the chat.
Absolutely horrible. Ordered at 9AM. Said it would be delivered by 3. Then keep getting updates pushing my order back. Last one said it would be here by 11PM tonight??? Like what? I ended up just cancelling the order entirely. Can’t find a customer service agent or talk to a real like person. Truly worst service ever.
Scam, don't use, they flag your account and want your government ID to unlock it, do not use it under any circumstances
ZERO stars! This is for the Instacart serving Kannapolis, NC. I ordered $100 worth of Food Lion groceries. The items I was ordering all said "Many in stock". But the shopper kept texting repeatedly to say an item would be refunded or replaced because so many things were out of stock. Ok, I can live with that. Then, I got a text that my order had been delivered. It had a photo of a porch that wasn't mine! I texted the driver and he wanted to argue about it. I told him just tell me where you left it and he stopped responding. I got in my car and found the house where he left it, using the photo he sent, but all the bags were gone. The person at the house would NOT answer the door. Instacart agreed to issue a full refund but it will take 5-10 days to process! In the meantime, I have no food and I'm waiting for my grocery money to be refunded! Also, the first Instacart person who was supposed to help me online just disappeared and left me hanging before helping at all. The second person wouldn't answer my question about how to submit a complaint about the driver, asked twice! I finally found out on my own. Completely useless company and I will NEVER use them again!!
If there were only negative stars!!! Instacart hires stupid, incompetent and unreliable people. They got the wrong size bottle of Vodka that I PAID for and the girl Mariana says “It’s not my fault”. Well honey, yes it is your fault because you picked it up. If she could only read labels this wouldn’t happen! I’m disabled and that’s why I need to depend on services like Instacart. I’m so angry because nobody wants to take the blame. When I called the man (incompetent also) says I was wrong. WHAT??? I have the order right in front of me. Oh I could say so much more but… I will no longer be using Instacart! Instacart SUCKS!
Shoppers do not respect the refund policy or customer preferences. When a customer selects refund instead of replacement, they still proceed to add random replacements on their own, which is extremely frustrating and disrespectful of instructions. On top of that, delivery is often delayed by 2–3 hours with no clear explanation or apology. The lack of communication and accountability makes the service unreliable and stressful to use.
You’re always guessing what store has orders. They say they’ll show you what stores will have orders but there’s never any on the map liars bad software. 5 year old can do better
Use to love this service because the shoppers were reliable for the most part. Unfortunately I was matched with 3 consecutive unreliable shoppers from their cards declining at the store to them buying groceries and deliberately stalling so that the order could be cancelled and they get to steal the food. Cant believe people do this for a living!! It’s clear that labor is the hardest to handle and I think it’s safe to say that automation is the way to go because people are not reliable with gig work. Why hasn’t this happened already? This would help a lot with also bringing down prices since everyone is feeling the pinch with living expenses going up
This business is nothing but scam everywhere. Overcharging customers and slaving their driver around. You would see delivery fees customers would pay and they would pay shoppers and drivers only about 20% of that stealing money. They would pay you pennies to drive super far out of the way or not even $10 to shop even up to 100 units and deliver. This is definitely the most corrupted entity I accounted to. They should be ashamed of themselves.
I placed an order with Publix on May 12. I got a text that said it had been delivered. But I did not receive my order. My delivery instructions are very clear. I got a call the next day from the manager of my apartment complex and said it had been delivered to the correct apartment number, but to the WRONG BUILDING and sat outside her apt overnight. Order included refrigerated items.This is not the first time I’ve had trouble with delivery from Instacart. Poor service and very frustrating.
One time I ordered an order off of Instacart and I just have to say WHAT THE HECK.? I contacted the person who dropped off my order but they said they dropped it off to the wrong place. And best part is. This as been happening for over a year now. If I give you the address of my place don’t drop it off to the other house because you “feel” like it. Honestly Instacart is a money hungry scam. You can’t take photos when you drop off your order so you can’t see where they put it if it’s not there. Okay anyways back to the story. So I called agian the next day and they deilevered it AT THE WRONG PLACE AGIAN. When I tell you I was furious I was. The support said I can reorder the thing but I said I don’t want it reorder from him. I want the money and MY ORDER back from another person. She said we can’t do that but you can have someone else do the order. I said yall are just terrible service feeding off of peoples money and hiring lazy people and not letting them take pictures of the order. They shouldn’t just have the opportunity to order it where ever they want! Mean while this happend back in 2024 and I went off. Then I tried agian in 2025 and it was booty. How are you going to let people drop the order wherever they want? That’s insane. I canceled my order on Instacart and had to do it on DoorDash. Terrible service but at least I got some money 💰.
The worst experience with their shopper. There was theft involved and instacart customer service is the worst in service and promptness to a very severe situation due to the shopper taking personal belongings from my driveway. Please avoid yourself so many problems and use a better and trustworthy provider.
I have used instacart fo 2 years but it's going to stop. I got an order delivered tonight, I had missing items, chocolate on cookies melted, and it took them 2 hrs to get here. It ws a terrible experience. The last order wasn't good either. Time to cancel membership and find some other delivery service. Waste of money!
I've only ordered from Instacart once during Covid. I was ill recently and needed help so I ordered some groceries. It offered a 2 week trial, expiring on May 16th and I accepted thinking I might need another delivery. I canceled on May 16th and received confirmation. On the 17th, I received an alert from my bank and Instacart was trying to get $79. Now, in order to stop Instacart, my bank says that I need to cancel my card and get a new debit card. What a burden to have to travel to the bank and wait in line, let alone calling all my creditors that I have autopay with. I'm sure I can't be the only one they are doing this to. I followed the rules and they should too. Shame on you people at Instacart!
Let me first off saying that if I could give 0 stars then I would. My husband and I placed an order for our groceries at 10am. Instacart then send a notification that our groceries would be delivered by 3pm. We then got a notification that our things would arrive at 5:30pm. We now just got another notification that our groceries would arrive at 7pm. This is our first and last time using instacart. Just so that we could enjoy our Sunday relaxing and not having to leave the house we decided to use this approach to save us the trip to the store. Clearly nobody on the instacart team wants to resolve this issue and can only say what every other company says when they're handling an upset customer...."I'm sorry for the inconvenience"....after reading the reviews, it's evident that this has been an ongoing issue with instacart and it's wild that y'all are even still in business. Get y'all ish together.
Instacart is rated 1.2 out of 5 from 27 verified customer reviews on ReviewTerminal — rated Bad. 4% of customers gave 4 or 5 stars.
Instacart has an average rating of 1.2 out of 5 based on 27 customer reviews on ReviewTerminal.
Instacart has 27 verified customer reviews on ReviewTerminal. Every review is from a real customer and is published without company involvement.
Based on 27 verified customer reviews, Instacart holds an average rating of 1.2 out of 5 — rated Bad on ReviewTerminal. 4% of customers gave 4 or 5 stars.
