Instacart

Hello,
I ordered a delivery today that kept getting put off and when I asked the assistant about it they kept telling me there was a shopper working on my order when there wasn't. So then, I asked to talk to someone and I was told to wait so I did and then I got booted from the chat.

A shopper picked up my order and then as I was typing to her, backed out. Also, she had no other orders it said. Then, I went back to the assistant and asked to talk to someone again and from there, this person told me they could update the delivery time and this and that. Then another shopper who had multiple orders selected mine and then as I was typing, backed out.

Then I decided to call Instacart and a woman named Sarah answered and told me multiple different things along with she doesn't really have much knowledge of the process. Then she tells me the system glitched and thats why I keep getting different shoppers. Then she tells me that the shoppers dont select their orders but the system assigns it and I asked her so why did you guys keep glitching my orders and said other things including that my order ca take up to 24 hours to arrive. With that, I, while still on the phone, looked into your policy and no where does it say 24 hours for a delivery.

I asked her to transfer me and she said she wasnt able to do that. Then I told her its a legal issue to not disclose to customers that, "yes, we have a window for when we say we will deliver but also it can take up to 24 hours to get to you." That, in my opinion, is not right to lie to your customers. I asked her if the call was being recorded and she said yes so I hope that you can listen to it and it also doesnt magically disappear.

I have spent my entire morning talking to different people because none of the emails listed online work and the reps and 'supervisors' only can say, we're sorry. But they do not address the issue and I am going to speak with somebody about your company because what happened today is completely wrong.
I just wanted answers today and I have lost complete trust in your company after 42 orders.

Instacart is supposed to provide a discount to members who receive SNAP. The discount is only for one year, and this does not help at all!

When you reach out to customer service, they are rude and dismissive. Take the discount away if it's not going to actually help. I'm disabled, and I can't afford the regular membership price. If Walmart can give us a discount, what is the problem with Instacart?

And then you're paying all this money just for the in-store shoppers to give you replacements you didn't even ask for and don't match, or they're just nasty and deliver the order damaged or missing stuff...

Or you might be lucky and get someone else's order. Let's not forget when you expect one person to deliver, and not only is it not them, but there's some unknown person with them!

I went to instacart.ca and signed up. I snooped around as it said I have the first 3 free deliveries.

I added a couple of things to the cart but didn't purchase yet. 1.5 days later, I went back to Instacart to put the order through, but it now said my choices were all going to cost $5.99. Priority, regular, or scheduled. I called to ask why and got excuses after excuses.

The first rep asked for my phone number (I hadn't added it to my account); she came back saying I had 'other accounts' with that phone number?? I asked her what these other accounts were, and of course, I was told, 'Oh, I can't give that out.' I asked for a manager, and the woman that answered was rather short with me, asking for my number again. I gave it, and surprise... she couldn't find my account.

Then she said she needed my email. I knew where this was going but gave it to her. She then tells me I have other accounts too. I asked what type of other accounts.

She says Loblaws and Walmart. I do have those, but how is Instacart looking into these? When I called her out on what the other rep said, she said, 'I'm sorry, we'll be coaching her about giving the wrong information.' Then she said according to my account, I signed up 3 times in 2025. LOL, 3 times??

Then why would I have to make an account 2 days ago??? She said that's why the 3 free deliveries expired. They were given because I had signed up before but expired in 1.5 days. Kind of funny you tease with 3 deliveries but have to use them within a day and a half.

It's all sorts of excuses to get out of a fake promotion. I'm glad I didn't make what would have been a huge mistake in setting up and using an account with Instacart. I can just imagine the issues I would have had. Before I finished this, I went to look at reviews of Instacart...

over 74% dissatisfied customers.

That's huge. I'm just going to stick to Walmart and Loblaws.

- Only order three items, 1 being a common deli store brand item.

- shopper replaced first item without my consent or request. I text shopper

- Shopper was unable to find common store branded food item

- I request replacement.

- shopper refused and replaced with the item they wanted.

Shopper complete shopping order in the middle of my text convo.

- Shopper did not follow instructions to deliver to the door as requested.

- shopper late for delivery.

- called support to find shopper.

- Support encourage shopper to make delivery

- shopper deliver food on the floor in front of elevator.

- Shopper added late responses to my replies after leaving grocery store(in app) to coverup lack of communication. Text relied 40 min later see pic

I had no address for the customer. Everything in the app was gone.

I went on the help page, asked to speak to an agent, and was refused. I had no number to call; no one at Instacart for help. I called every number that I could find, and all it kept saying was that the numbers were for batches. As a shopper, I should have a number to call in emergencies, but I got nowhere.

I still have the lady's food. I was told from the help line to donate it or discard it. I said that is not right; she paid for her food. All I needed was her address, but they refused to give it to me.

Those are pictures of the customer's food items. I still don't have a contact number for Instacart.

I have been talking to Instacart by phone and online and have been told they can't find my refund. They tell me that I don't have one refund and can't do anything, and keep telling me the only order for January 2, 2026, is for No Frills. On that day, I ordered from No Frills, Shoppers Drug Mart, and Wal-Mart in Napanee, Ontario. Instacart tells me it's my bank that has not released the money back. The bank tells me to get ahold of Instacart, and Instacart tells me it's the bank, so what the *** is going on?

When I go online, Instacart will end the chat every time I send proof about the order. The reason for canceling my order with Walmart was Instacart because Instacart had told me one time and then changed the delivery time twice. Around 10:30 PM, I was told that after I paid for my order, it was to come the next day sometime. When I went online, Instacart told me, after I went through three people, that they could not find anyone to deliver.

But the last two orders came with no problem. Don't use Instacart.

I placed an order for delivery as I do every month for my groceries. I rely on this service due to health issues.

I've used them for many years. This order, though, was very disturbing. I placed my order and paid for a certain time, which had a cost. Two hours after the scheduled time, the shopper starts his job.

It took him over an hour and a bit to put a dent into the order. Mind you, the order isn't big at all. I'm on a very tight budget every month. Not to mention, I just had to pay for a service fee for my late cat.

The shopper had no sense of replacement items. He brought things I can't use unless I have the items they missed. Finally, they finish, and it takes over an hour to actually deliver them. When he arrives, he finally buzzes and informs me he left the groceries at the side door of an apartment building and walked to the front door.

I go down, finally locate the man. He's about 100 years old and just should be at home. I absolutely can't lift as I just had surgery and have stitches in my chest. There were some rather heavy items.

He has the bags so full they are ripped to shreds. Just as I'm finishing moving the groceries from outside to the inside, he comes around and stands there staring at me. Nothing, not 'can I at least help,' nothing. I finally get upstairs in so much pain.

I unload the groceries and realize there are missing items. I'm super upset! I reach out and am only offered a no delivery fee on my next purchase. Like, WTF?

Then I go to pay for my fur baby's service fees and the payments are declined. Turns out, after I phone and complain, they double charged me $300 each time. Now there's nothing I can do until the hold comes off, which is over a week. I phoned Instacart yet again and was told there was nothing they could do to speed the process up, that I just had to wait.

Like, really?

So now I'm waiting to bring my fur baby home. I was in extreme pain and possibly have popped a stitch or two.

They have no decent customer support. They wouldn't let me have my original account.

I was told to create a new account.
I created a new account and they flagged it, blocked it, and disabled my card.
The second time I called, they reactivated my old account, sent a new card, and I couldn't activate it. It took me 2 weeks to get my card and account situated. I've used it twice. The first time it blocked the transaction, the second time it took 30 minutes of trying and 3 dropped calls to customer support to get the batch paid for.

I'll have to try my account again and see how it goes. If it's blocked again I am so done with the company.
On the upside though. I do like the variety of shopping options they're offering customers now.

It's not just one discount store anymore, and it's not strictly food shopping. I'm liking the variety they have now.