Great service, one time issue only
By Bridgett 14
I love ordering from my phone. The cost of delivery and tip is worth me not having to leave house and put miles on my vehicle or deal with aggravation of crowded stores. The closest Publix is about 15 min away so I’m already committing to at least a 30 minute drive. I only had an issue one time - I ordered things for dinner (it was about 5ish). I should have ordered earlier but I didn’t know better. It was about 2 hours in and no one started working on my order. I called IC to see what their policy was and what the recourse was if my groceries didn’t come. The lady said “then it will just come tomorrow”. Which of course was unacceptable since it was dinner and I work for a living and wouldn’t be home. I ended up going myself and, as I was in Publix, someone started working on my order. My fault, I had forgotten to cancel it. I told them right away obviously through the messenger system. But, I’ll just always remember that ordering sooner is better. I wish there would have been a way for someone to say “no one is available for 2 hours, fend for yourself!” Keep in mind I live in a small city, mostly rural. I’m surprised we even have this service here. I love ordering groceries on lazy days!!! I also save some money from not going in the store and getting things I don’t need. Thanks IC!
Compare store receipt to Instacart charge
By Alaska TZ
I loved Instacart so much when I first tried it that I signed up for the annual delivery subscription to eliminate all delivery fees. Great $99 investment. I just pay a little extra to tip the driver through the app and I never have to visit the grocery store again… YEA!, However I did notice after a few months that the Store receipt was regularly 25$ - 30$ more than the Instacart total after correcting for adjustments and substitutions in the order. I called and spoke to customer service twice and confirmed that Instacart does not honor store prices and in fact sets their own to maximize profit. The original store receipt will always be included with your grocery delivery so make sure to check the total amount paid to the store and compare it with your final Instacart charge after substitutions and adjustments are made. For me the difference is about $200 per month, but we eat a lot of expensive organic produce. So just know that you’re paying $99 for the annual membership, but also for the inflated grocery prices. In my case since I pay my house cleaner $20 per hour it’s cheaper to have them do my shopping and the additional benefit to that is they can also enter my loyalty number at checkout so I can get my discounted fuel points directly from the store since in Alaska the Instacart drivers get the store points for the purchase.
I’ll still use it a pinch, but know it costs more than the annual fee and driver tips.
Hit and miss
By Another customer about to bail
They just changed the app and now they’ve placed the cart at the bottom. Why? It was better up on the right at the top of the screen and easier to see ? Another dumb decision, when you finish shopping and paying for your order, the cart does not show 0 anymore. The items remain in your cart, even after you receive confirmation that it’s paid! So if you need to go to another store and start shopping to schedule another delivery, you can’t do it.
Nice going, Instacart. Then there’s all the random missing items, shoppers who don’t read your instructions and bring you the wrong things, lost tomatoes that they say you got (and charge you for)… but you never got. Time wasted sitting on the phone calling Instacart customer service to explain all these things or take pictures of your smashed items or plead your case on those tomatoes you never got, etc. Add in the smashed bread and broken eggs and you get the idea. But the upside of all this is that occasionally you get a nice shopper who is good and reads your instructions and texts you as needed and delivers your stuff quickly. Hopefully not showing up with all your cold items warm because they delivered four different orders and you were the last one they delivered. So, I guess if you can handle all the bad, the benefit is,…”you” didn’t have to go to the store. We got someone else to do it for us. But it’s always hit and miss if it’s going to be a good or bad experience.
I’ve used this app over 10 times and the last time i refused to use it again. The service has always been great, loved all the shoppers. The last time they showed me the prices of the individual items and i was okay with it, they also showed me the delivery charge, the tax, the tip, and the service charge. Everything added up and i was fine with it. Everything i put in my cart was picked up by the shopper, there were no replacements or refunds or item changes. When the order was done the item prices magically went up so my purchase was $10+ over what i was expecting. Its never done that before and i didnt order anything special. I tried to email them and asked them why the prices mysteriously went up and they said it was service charge and i tried to tell them the service charge was already added in when i agreed on the prices. Email after email was the same reply, it was a service charge. They already add some service charges into the price if the item, thats why they’re higher online than in store then they add another service charge at the end. Which again i was fine with paying but then they charged me extra when they shouldn’t have and all i was getting was robot responses saying it was a service charge. I understand there might be some higher prices in the store but that doesn’t make every item price go up $1-$2 after you agreed to pay the price they told you.
This is such a great concept. I love that it gives you all the nearby supermarkets that work with Instacart so it’s easy to compare prices. I will not give it 5 starts due to 2 things. 1. Once you’ve placed your order, you have a few minutes to add any items you forgot, as long as you do it before the person begins shopping, the problem is, there is some kind of glitch with the app because 8/10 times it will not let me add anything; I’ve only successfully been able to do it maybe once, but most times, it just wont give me the option, even if the person hasn’t started shopping. 2. There is an extra $20 that is added to your overall total in case there needs to be a replacement for a more expensive item or in case you add something else in general, if none of your items were substituted or if you didnt add any items, your bank account will reflect the actual total that was given to you at checkout. My only pet peeve about this is, they tell you about the extra $20 in super tiny letters at the very bottom of the page, it just looks like general policy writing so imagine the surprise when you sign into your bank account and see an extra $20 dollars than the one you saw at checkout. I didnt catch this at all at first so be aware, whatever your balance is, add $20; but dont let this scare you, you will most likely not need those $20 so it will be back in your bank within a few days
Needs more environment awareness
By keic fbeuwondbek
I like the shopping convenience - no objection there. There’s the occasional wrong item being bought (just due to overloooking) which is understandable.
What I am most upset about and have almost stopped using the app due to this is the massive plastic wrapping that most shoppers do. They do it out of good intentions I understand - sadly a lot of people like their produce wrapped in plastic. But there are a lot of us who try to reduce their blood plastic footprint. And big shopping “revolutions” like Instacart should absolutely always encourage using less plastic during shopping. I would really really like to see a default checkbox for “no plastic wrapping” or at the very least “reduced plastic wrapping”.
I already only order from stores that only have paper bags, however they still have plastic in their produce section and sometimes shoppers use it excessively. My biggest jaw-drop moment was when I received a single mango wrapped in plastic (why, just why), and cabbage (which came by default wrapped in Saran wrap) which was wrapped AND tied in 2 plastic bags.
Based on this I have limited myself to only order things that come in a container like milk, flour, eggs, etc. I’ve stopped ordering produce of any kind because I’m tired of dealing with tons of plastic bags that are honestly completely unnecessary for most cases. Even if they aren’t I have so many at home that I can always use my own for longer produce storage.
Good Luck Getting Fresh Food
Getting really tired of receiving food that needs refrigeration that has been sitting out for an hour or even more. I’ve watched plenty of times, on the order status page, where the shoppers grab refrigerated food first or middle way through the shopping, and by the time it gets to my house the food would have been sitting out for up to an hour or more. Where is the sense in that? Basic 101 shopping, grab frozen and refrigerated foods last. How hard is this? Does the average American really not know how to shop? It’s common sense.
Also, a lot of times the order status page will show all items grabbed and it’s been 30 minutes to an hour without any status update on whether they checked out or it shows they’ve been checking out for the past hour. Meanwhile, my refrigerated foods are spoiling. I’ve had to spit out my food several times wondering if I’m going to get food poisoning. I don’t know what is going on, seems like selfish people trying to game the system by shopping multiple orders at once or whatever it is they’re doing, head in the clouds, or god knows what else. The app needs to put out timed notification warnings to the shopper to remind them not to let refrigerated food sit out, tired of having to ask for refunds.
Normaly I would rate 1 star, but I’ll give an extra star because I feel Instacart is good, the app is good, but I can’t rate anything higher then 2 stars because the service is ruined by the idiotic shoppers.
Terrible customer service. First experience FAIL!
I had a TERRIBLE time dealing with instacart. My very first order said within 5 hours and my person picked it up within two, I was very pleased! But then he started swapping after I said not to or even when I requested specific things he didn’t even listen! Once check out was complete at around 2ish I DIDNT HEAR FROM MY PERSON FOR AN HOUR! I had icecream and milk. Once I messaged him about 50 minutes later, no response. Just finally got the notification for that he was on the way. So my driver had my milk and icecream out for over an hour! Of course it was completely melted. My milk was warm and I had some wrong items! The driver didn’t listen to put at the bottom step so all my eggs cracked! I’ve tried reaching out to customer service for over 3 weeks now. I sent them screenshots of mine and the persons conversation. Explained everything I could. NO RESPONSE! It’s now almost been a month and I have no response. No refund. Nothing. I email them about once every 5-7 days but still nothing besides an automated email saying they’re busy! I tried instacart because I was sick and have no transportation. I am so scared to even try it again. After this I don’t want to waste my money in melted, wrong, and cracked items!
Spam notifications and deleted settings
Instacart used to be beautiful. Now they’e started spamming my lockscreen with “new notifications” that aren’t notifications at all, but just spam tricking you into opening the app for no reason. That’s the last straw, Instacart. I’m lucky I have healed enough to do my own shopping, again, pandemic or no pandemic. The app is becoming more and more useless and resulting in more and more problems that I have to correct, every time, without fail. After months of receiving the wrong stuff, I came to discover that all of my instructions had been magically deleted from the app (things like instructing the shopper to not buy rotten vegetables, which they will do if I don’t tell them not to). It took me about an hour to re-enter them all, because I have to enter detailed instructions for every single item, one three-page process for each item, otherwise your shopper will just buy any old crap (I once ordered Hershey‘s cocoa powder for cooking, and they brought me Nestlé Quick instant chocolate drink). I give my shoppers the benefit of the doubt that they either couldn’t or didn’t read my instructions OR my personal messages. One guy bought me the exact thing I specifically told him not to buy! Based on reports and my personal experience, I’m betting it’s the app, and not a sudden crisis in illiteracy. I guess Instacart has become one of those companies that are now too big for beauty.
I DELETED THIS APP WHEN IT STARTED SPAMMING ME!!!
By Anastasia Beeferhauzen
So, in theory this is convenient, but certainly not in practice. There aren’t opportunities to use your promo codes/coupons at the designated stores you choose and on top of that they mark up EVERYTHING! I thought i was going crazy until one day I compared the prices listed on the website (I tried this with multiple stores, Meijer, Fresh Thyme, PetCo, and more) and every single item was more expensive on instacart, sometimes TWICE as much! I think it’s disgusting they capitalize on the inability of those to actually go to the store themselves, but, that’s capitalism. I think the worst part is the blase attitude all shoppers take. I would plan a meal around my instacart order and most of my essential items would not make it in, or they would substitute it with something completely different, even after I specifically choose a replace or the option to not have it replaced. I one time had to go back to the exact store once my partner came home (we went down to one car to save for an electric because:carbon footprint) and got the item i needed the shopper said that they were “out” of. I am not going to sit here and rate the shopper poorly or not tip them, they did after complete the service and this is just not the time considering the world standings, but i wish the company itself did more when it came to training the employees and price checking. I subscribed to the yearly $99 free shipping and wish i had not. DON’T WASTE YOUR TIME AND MONEY