topic Re: Instacart and Aldi issues - Question and E-mail I received from them in Community Chat

Instacart and Aldi issues - Question and E-mail I received from them

AngelPuppy1 — Tue, 06 Sep 2022 11:05:13 GMT

I have been using Instacart to order food from Aldi since the covid thing began. At times we have had some issues with orders such as the shopper substituting items when we have stated in our order that we do not want substitutes made, items missing from orders, receiving fruit or produce which is not up to par or beyond good, and being charged a higher price for an item that is listed on the sale flyer, etc. We have contacted them and they have always rectified it in some way.

We recently got an e-mail from them stating that our ordering process will be restricted due to the "high number of order issue reports and refund requests". The e-mail further states that Instacart "will restrict your ability to request future refunds, credits and redeliveries."

I was so livid when I received this!!! Has anyone ever gotten such a thing from them? There were some other things in the e-mail as well.

Of course, I have written back to them several times telling them that this is erroneous and highly offensive and attacking my character, etc. And furthermore, why should I be held responsible for mistakes and errors made by their company and their employees?

The latest response I got was that the e-mail I received was an automated response and that this is generated automatically and that they are sorry but there is nothing they can do about it! In other words -- they don't care about their customers and if their company and their employees mess up, so what?

I am seriously considering filing a claim with BBB but I doubt it would do any good and I would have no clue about how to go about it. I don't want to come across as some crazy old woman fussing over spoiled or missing produce!!!!

I am really steamed about this. I have never abused this company, nor tried to cheat them --- or any company or anyone out of anything in my life!

If anyone has had this issue, please post and say what you have done. If not, how would you feel?

Thanks!

Re: Instacart and Aldi issues - Question and E-mail I received from them

jackthebear — Tue, 06 Sep 2022 11:24:47 GMT

Twitter

usually messaging there will get you a response

or explanation

Re: Instacart and Aldi issues - Question and E-mail I received from them

CelticCrafter — Tue, 06 Sep 2022 11:26:52 GMT

@jackthebear wrote:
Twitter
usually messaging there will get you a response

or explanation

or Facebook.

Re: Instacart and Aldi issues - Question and E-mail I received from them

Teddixat — Tue, 06 Sep 2022 11:36:24 GMT

@AngelPuppy1 I don't use InstaCart and only go to Aldi on occasion, but I wonder why they took the time to send you that email. Something must have triggered it. I do know that friends who use InstaCart tell me that me they do quite often substitute items. L

Re: Instacart and Aldi issues - Question and E-mail I received from them

jackthebear — Tue, 06 Sep 2022 11:42:08 GMT

@Teddixat wrote:
@AngelPuppy1 I don't use InstaCart and only go to Aldi on occasion, but I wonder why they took the time to send you that email. Something must have triggered it. I do know that friends who use InstaCart tell me that me they do quite often substitute items. L

but you can request no substitutions at time of order.

Re: Instacart and Aldi issues - Question and E-mail I received from them

KingstonsMom — Tue, 06 Sep 2022 12:08:59 GMT

@Teddixat wrote:
@AngelPuppy1 I don't use InstaCart and only go to Aldi on occasion, but I wonder why they took the time to send you that email. Something must have triggered it. I do know that friends who use InstaCart tell me that me they do quite often substitute items. L

The OP says it was an automated response to her order issues; complaints, refunds and re-deliveries.

No worse than the QVC's scolding/threat letter for too many returns, IMO.

Re: Instacart and Aldi issues - Question and E-mail I received from them

chrystaltree — Tue, 06 Sep 2022 13:07:56 GMT

Thus is the modern world, no human made this decision it was done by an algorithm. Computer generated. A formula in which a computer determined that based on what you were actually spending; the number of complaints, refund requests, re deliveries was excessive. In other words, your business isn't worth it to them. They are smart, they aren't canceling you but it's unlikely that a person who received such an email would continue using Instacart. Of course you can file a BBB report but the BBB toothless. It wouldn't help you in this situation. I assume you are Senior, if you go the Instacart website, you will see a dedicated phone number for Seniors to call for assistance. 1-844-981-3433. You might get some assistance but if you constantly find fault with your deliverables, perhaps this way of shopping isn't right for you. I love it, don't know what I would do without it but I accept that it's not always going to be perfect.

Re: Instacart and Aldi issues - Question and E-mail I received from them

millieshops — Tue, 06 Sep 2022 13:18:32 GMT

@AngelPuppy1 One of the reasons I never signed into grocery delivery from anywhere was that when I read the fine print for the 2 chains where I shop most often I saw they didn't honor sale prices.

Never thought to read Aldi's fine print, but I know I buy very selectively when I shop there. I also would not want substitutions.

Re: Instacart and Aldi issues - Question and E-mail I received from them

NigelSparkles — Tue, 06 Sep 2022 13:23:47 GMT

I've used Instacart since the beginning of the pandemic, and for the most part have been satisfied with them. Once in a while I get a shopper that isn't very good, but usually I find them to be compentent.

How often do you complain about your order? I'm not all that familiar with Aldi, have only been in the one around here a few times. What I did notice was that items there go in and out of stock and there were a lot of empty areas where things weren't replaced. This was the case even pre-pandemic.

Perhaps your missing items were due to the fact that they were not in stock, and the substitutions were the shopper's attempt to fill your order as best they could. Do you try to assist the shopper by following them online and watching each item as it's purchased and checked off your list? A decent shopper will respond to the messaging feature on the website or app and you can guide them to a substitution so you don't get something that's unacceptable to you. I use these features every single time so I know what I'm getting or not getting and it's not a big surprise once the delivery comes. While there are still occasions that an item is not acceptable and I do need an adjustment, shopping along with them cuts that way down.

Bottom line is that nobody shops for us the way we would, but I found that Instacart was literally a life saver for me during the height of the pandemic.

I do know of someone that abuses the system - not saying that you do that - and not only complains about every item to attempt to get credits, but also has verbally berated the shoppers when they arrived with her delivery. I wish they'd send her the letter you got. Your situation is the first time I've heard of them doing it.

Re: Instacart and Aldi issues - Question and E-mail I received from them

deeva — Tue, 06 Sep 2022 17:22:18 GMT

The BBB is useless in resolving this kind of issue.
I would either switch to another shopping service or shop at different grocery store.

Re: Instacart and Aldi issues - Question and E-mail I received from them

haddon9 — Tue, 06 Sep 2022 13:35:08 GMT

@chrystaltree wrote:
Thus is the modern world, no human made this decision it was done by an algorithm. Computer generated. A formula in which a computer determined that based on what you were actually spending; the number of complaints, refund requests, re deliveries was excessive. In other words, your business isn't worth it to them. They are smart, they aren't canceling you but it's unlikely that a person who received such an email would continue using Instacart. Of course you can file a BBB report but the BBB toothless. It wouldn't help you in this situation. I assume you are Senior, if you go the Instacart website, you will see a dedicated phone number for Seniors to call for assistance. 1-844-981-3433. You might get some assistance but if you constantly find fault with your deliverables, perhaps this way of shopping isn't right for you. I love it, don't know what I would do without it but I accept that it's not always going to be perfect.

Unfortunately it is this.....It's all about the bottom line.

Re: Instacart and Aldi issues - Question and E-mail I received from them

wagirl — Tue, 06 Sep 2022 13:37:21 GMT

There is no Aldi where I live--I use AMZ fresh and instacart all the time. Have had no major issues with either. I shop at Safeway or QFC using instacart and both places offer live chat with my shopper so I can ok or not, any subs that come up. Or add /subtract things when they are shopping too. Not with AMZ fresh---can't add or change when I push the paynow button. And if I used twitter/facebook---and I were was as upset as OP is---I would use that media. So far there is nothing like that happening with me.

Re: Instacart and Aldi issues - Question and E-mail I received from them

Sooner — Tue, 06 Sep 2022 13:49:39 GMT

I used instacart twice and didn't care for a lot of things about the service.

We have used Walmart for pickups, shipping and deliveries and been very satisfied. Surprisingly so. We used to use Whole Foods which was great for pickups but road work and traffic made it too much of a pain.

Re: Instacart and Aldi issues - Question and E-mail I received from them

manny2 — Tue, 06 Sep 2022 13:59:19 GMT

I haven't had this issue, but I have had a problem with shoppers not getting what was on the list. I stopped using them.

They sent me a $15 off coupon via email to come back. I did this past week. Well they didn't apply the coupon to my order, so I called. They said they couldn't do anything, it had to be applied before, so just call and cancel the order, and re order. My shopper was already in progress I said no. The rep said oh he's paid for that anyway. I said no.

I did not get the credit applied to date. I'm done with them.

Re: Instacart and Aldi issues - Question and E-mail I received from them

gidgetgh — Tue, 06 Sep 2022 14:13:40 GMT

I found Instacart to be way too expensive. I used them a handful of times during the lockdown, and was grateful at the time to be able to do so, but you really have to watch the entire time they're shopping. If I'm going to monitor each time they add something to the cart, I'll just go to the store myself, which I prefer to do anyway.

I did end up a few times with weird stuff even when I reqeuested "no substitutions" on each item, but not often.

Would I use Instacart again if I were home sick and absolutely had to get groceries right then or if I was physically unable to shop for myself, yes, of course, but I really prefer to just go myself.

Grocery shopping for me is a task I don't mind. If I'm going to use Instacart and it's more expensive and I literally have to watch the app for each item they put in the cart and then contact the company if something isn't right, it takes away most of the convenience factor. I just prefer to go myself. I didn't find it that much of a time saver.

Re: Instacart and Aldi issues - Question and E-mail I received from them

bikerbabe — Tue, 06 Sep 2022 14:45:28 GMT

Of course, it’s not the same in all areas but I’ve never had many issues with Instacart. Yes, it’s more expensive and I’m ok with that (at least right now LOL). Sometimes I’m too tired to shop in person.

I have an Aldi nearby and I wonder if that is the bigger problem. In my experience their produce is poor and stocking hasn’t been great. I don’t shop there very often. I think if I didn’t allow substitutions at Aldi, I’d be missing much of my order. Aldi is one of my least favorite grocers.

Re: Instacart and Aldi issues - Question and E-mail I received from them

bikerbabe — Tue, 06 Sep 2022 14:49:24 GMT

I forgot to add, on the Instacart app you can see for each store whether they honor in-store prices. Aldi does NOT, which means your item prices might be higher than shopping in store.

Re: Instacart and Aldi issues - Question and E-mail I received from them

PickyPicky3 — Tue, 06 Sep 2022 14:52:59 GMT

I do curbside grocery pickup from Walmart, Acme and ShopRite and there's ALWAYS some problem. And I ALWAYS refuse to pay for it. Why would I agree to pay for a mistake made by a store employee?

Walmart lets you correct the problem online and they credit your card. Acme requires you to call them and they credit back your card. ShopRite will only give you store credit unless you go into the store and ask for a refund.

I tried Instacart at the beginning of the pandemic and found it added an extra layer of complication as well as cost. Same with Doordash and GrubHub. I only get restaurant delivery from places that have their own delivery employees.

Re: Instacart and Aldi issues - Question and E-mail I received from them

Spurt — Tue, 06 Sep 2022 20:43:42 GMT

@AngelPuppy1 wrote:
I have been using Instacart to order food from Aldi since the covid thing began. At times we have had some issues with orders such as the shopper substituting items when we have stated in our order that we do not want substitutes made, items missing from orders, receiving fruit or produce which is not up to par or beyond good, and being charged a higher price for an item that is listed on the sale flyer, etc. We have contacted them and they have always rectified it in some way.

We recently got an e-mail from them stating that our ordering process will be restricted due to the "high number of order issue reports and refund requests". The e-mail further states that Instacart "will restrict your ability to request future refunds, credits and redeliveries."

I was so livid when I received this!!! Has anyone ever gotten such a thing from them? There were some other things in the e-mail as well.

Of course, I have written back to them several times telling them that this is erroneous and highly offensive and attacking my character, etc. And furthermore, why should I be held responsible for mistakes and errors made by their company and their employees?

The latest response I got was that the e-mail I received was an automated response and that this is generated automatically and that they are sorry but there is nothing they can do about it! In other words -- they don't care about their customers and if their company and their employees mess up, so what?

I am seriously considering filing a claim with BBB but I doubt it would do any good and I would have no clue about how to go about it. I don't want to come across as some crazy old woman fussing over spoiled or missing produce!!!!

I am really steamed about this. I have never abused this company, nor tried to cheat them --- or any company or anyone out of anything in my life!

If anyone has had this issue, please post and say what you have done. If not, how would you feel?

Thanks!

@AngelPuppy1

Ive been with Instacart since 2018 we dont have Aldi, we have HEB Groceries here....I have had a few minor issues ---

*I ordered 2 items from Petco and got 5 bags of groceries from the HEB Grocery Store instead

*Ive gotten some cheese I didnt order and called them and said since health laws wont let me return, then to please charge me for it and I would use it on sandwiches or in a salad.

Like you if I got that notice that you did I would have been furious!!!! The blame should be ON THE SHOPPER NOT YOU!!! They are the ones that messed up!!! I would follow up with a Better Business Complaint! Just do an internet search for Better Business Bureau and you can file your complaint online! Or go to their Facebook Page and send a private message about your issue.......

Here's some tips that will help make using Instacart a good experience, some suggestions are from the Shoppers themselves:

I use my laptop when putting together my shopping list and use VIEW DETAIL and indicate subsitutes/ replacements or whether to refund items. Or any special instructions, for example--This is where you can also add special instructions regarding produce. Have them send a photo through chat of the produce they select for approval.

One thing I do when I get the notice that the Shopper is about to start is I send a Chat Message and tell them, I appreciate you shopping for me today, please note I have specified either replacement choices in case an item is out of stock and on other items I have noted to make a refund instead. If both items are out of stock please contact me for further instructions. Also please double check my groceries when you deliver to make sure its correct. I appreciate all you do, have a great day. (Even though you provide them with instructions the chat message serves as a heads up to them).

One thing that also helps is stay by your phone or computer so if the Shopper sends a chat with a question, or asks about a substitue item (sometimes they take a picture of the shelf and say your item is out of stock, is there anything else you want instead?) REVIEW CHANGES AND APPROVE OR DISAPPROVE PROMPTLY! Remember they could be shopping for several people at once with a special cart dividing the orders, they've told me they appreciate a quick reply if they have a question. They have delivery deadlines to meet.

Make sure you do a RATE THIS ORDER! Did you do this on the orders where there were mistakes? I always give an honest review and they usually are 5 stars and I add extra comments---the shopper was courteous, professional, friendly, fast and efficient. They followed they followed my instructions. Thank you! And I always give a tip--they deserve it especially when they have heavy items to deliver.

I hope these suggestions help!

Instacart Shoppers have told me if they dont receive 5 star reviews then Instacart will terminate them.

Our grocery store here, HEB, has their own curbside and delivery service and thats what a couple of my friends use and there's ALWAYS problems with their orders , but its free......

Re: Instacart and Aldi issues - Question and E-mail I received from them

CrazyDaisy — Tue, 06 Sep 2022 20:08:32 GMT

If you have had that many problems with the service, why would you continue to use them? A company can only fix your issues so many times before it becomes a loosing battle for them. You are costing them money rather than making them money. Time to do your own shopping if you are that particular.