Community Chat

[haddon9]

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@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. 

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

[wagirl]

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.

[Sooner]

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.

[manny2]

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. 

[gidgetgh]

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. 

[bikerbabe]

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.

[bikerbabe]

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.

[PickyPicky3]

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. 

[Spurt]

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@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! 

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@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......

[CrazyDaisy]

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.