When you Instacart order arrives and there's something wrong with it, you should know your rights as a consumer and how to get that fixed. Because if you try to reorder the one item you're hit with a separate delivery fee, a service fee, a new tip, all for one item. Instacart’s new Fast & Flexible and Order Ahead delivery options are the company’s latest attempt to deal with the increased demand it’s seeing as a result of the COVID-19 pandemic. guide, please let us know by sending us feedback. Possible Instacart order issues include Missing or extra bag/items in your order, you order includes the incorrect item, poor replacement of items in an order, wrong quantity of items in an order, expired or damaged item in the order, order arriving early or late and finally a delivery that never arrived. Our free concierge service can find the best deals across telecom providers in your new zip code and making sure your services arrive on the same day. Almost every time there was something wrong with my order and is Eric said the dates. I also knew how easy it was to get a refund so I didn't feel bad about it either. ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Instacart Customer Service. Hopefully, it was an isolated incident, and they’re not getting a bunch of reported items wrong. Nothing. If there is an issue with an Instacart order, there are several options at your disposal to report the mishap. I've had orders where the delivery person brought the wrong item and Instacart just ghosted me on my support emails and tweets until eventually they said my order … (This, that, or nothing.) Going to the store to get it refunded again is fraud at that point. We want to be as helpful as possible. The service allows customers to eat healthy foods without the hustle of having to find great deals in grocery stores or farmers markets. It seems, somehow, he made off with her order and disappeared. Here are … I have no intention of using this service again, so I asked for my money to be refunded to my bank account and it was refunded to me in about an hour. How do I report a problem with my Instacart order? When I immediately messaged her stating this, she said “so sorry this is where the GPS brought me” and disabled the chat. I had an account that was taken over by my ex. When you are satisfied with the description, click 'Submit' and send the report. You can check your order status with the Instacart app or website. Please contact the Instacart Community Support Team at 1-888-246-7822 or at topsmarkets@instacart.com for any issues with an order placed for Instacart delivery. Instacart has seen its order volume swell more than 300% … Customers will report items on their order under a number of complaints: It is the perfect solution for a busy lifestyle. Related: Instacart - Hidden fees and app malfunction. Initial Instacart complaints should be directed to their team directly. Or companies that have self-serve help forums instead of a customer service department. It takes time to get through these steps according to other users, including time spent working through each step and contacting Instacart if necessary. Fill in the necessary details and sign in, You will be directed to your orders page. How was this week doing instacart? After you get your refund approved, you can expect to wait five to 10 business days to see the amount credited to your bank account, depending on … Here’s how it works— When your order is ready for pickup, you’ll get a text or app push notification on your phone, along with pickup instructions. We detail it all below. Hard to prove in the grocery store's part but still fraud. Instacart is only able to give you a refund or make adjustments to your order if it is within seven days of when the order was completed. The more people that use it, the better it gets. After thousands of Instacart customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. Talk to a live person seconds from now who can do price comparisons for you and get a date that works for you! Full Instacart Statemen t The line has an average hold time of 15 minutes and is available 24/7. If not, I'll just drop it, but I feel really bad about not being able to leave a rating and bigger tip. Scroll to the bottom of the help center and locate the tab labeled 'Problem with an order?' I feel very familiar with Instacart and this is my honest review. Each time, I've been given the option of trying to return the groceries, or donating them. I reported a wrong item since I thought it would give me some options, but it just refunded the item and now won't let me rate or change the tip amount. Some of the issues Instacart faces stem from an onslaught of unprecedented demand. If you appreciated this guide, please share it with your favorite people. And if a customer’s entire order is out of stock, Instacart will automatically cancel the order and notify the customer, so that the shopper does not have to contact the support team. If you have an order in process and the delivery address is incorrect, please call Instacart Care for help. It's even worse because alcohol sales are non-refundable. But, I also want to stress out a gig worker approximately zero. An instacart shopper purchased about $15 worth of the wrong food, as part of a larger order, that ignored my specified exclusive substitution. You can help! Click the specific order you want to report and fill in the form. The issue will be fixed in about three days. You can find the Instacart customer service phone number on GetHuman. The email will be sent to a member of Instacart's community support. My first day as a Shopper, I didn’t get an order right away. I don't mind much (things happen! An $8.99 item at Publix becomes a $9.99 item with Instacart. Instacart Shoppers will wear a lanyard containing their Instacart identification card around their neck. Please note - for You can decide how you’d like to get notifications and emails from Instacart—or you can opt out of them altogether. Instacart is a massive company that does a huge amount of order volume every day. to try to help. They do get credit whenever something is "wrong" with their orders and I suppose if an item is "missing" they aren't charged for it. Instacart Pickup gives you the option to order online, set a pickup time, and collect your order at the store. That being said, they set the bar high enough that I’ve also had a full order reported missing (likely fraud), and nothing happened to me, either. When that happens, it is important to know the best way to contact Instacart customer service. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. Though issues with orders are not common, they do happen. If it happens enough times, shopper gets deactivated. Instacart, meantime, told us customers should reach out with any order or delivery problems (full statement below), so you don't waste your money. it's not too big of a deal unless they already have tons of reported issues. New comments cannot be posted and votes cannot be cast. Updating notifications and email settings. After that, she spent more than an hour on hold with Instacart support to get her order rectified. Possible Instacart order issues include Missing or extra bag/items in your order, you order includes the incorrect item, poor replacement of items in an order, wrong quantity of items in an order, expired or damaged item in the order, order arriving early or late and finally a delivery that never arrived. Instacart is a grocery delivery company that is spreading quickly across the United States and offers an intriguing service: It pairs you with a personal shopper who finds your food and household items from your favorite local stores, bags your order, and delivers it directly to your door.. Cookies help us deliver our Services. I started using Instacart last year and have placed over 30 orders since then. For example, if another store happens to have a certain item in stock on a day when a customer places an order, Instacart makes it very simple for … As a result, getting the order to the customer's house doesn't always come with a bulk-order bonus. You've technically been refunded the money so it's been "returned". Everything Instacart Shopper Need to Know About Deliveries. Understandably, there will sometimes be issues with deliveries and orders. A place to rant, ask for help, talk about local challenges, funny experiences, and general happenings in this business. So we put together How do I report a problem with my Instacart order? So do shoppers get penalized for this? We'll review and determine next steps. I've been stuck with a few orders when the customer was not home when I arrived with their order. whatever) and mostly feel bad because I imagine that the shopper is doing two or three orders at once and they've just mixed up some of my items with someone else's. The final option you have to report a problem with an order to Instacart is their online help desk. I had to use it as it was necessary for a while. To report an order through the help center, follow these steps: You will also find the link to email Instacart in the help center. InstaCart automatically tacks on a 10% “Service Fee” to every order you place, but you can actually opt-out of this fee to save 10% on every InstaCart order you place.. Update: Since we wrote this article in January 2018, Instacart has changed its policies.Instacart now charges a service fee for 5%, with a minimum of $2.You can no longer choose to waive the service fee. Press question mark to learn the rest of the keyboard shortcuts. If it happens enough times, shopper gets deactivated. The link is located right next to the 'Report a Problem' tab at the bottom of the help center. You can place an order through the Instacart website or mobile app. Instacart has agreed to pay at least several million dollars to settle the lawsuits, which will result in a typical settlement payout of a few hundred dollars per worker. So I started a new account. When Instacart shoppers order multiples of the same heavy item, like cases of water or bags of cat litter, the company formula still counts those as "one" item, shoppers explained. While it's marked on our profile as missing etc. I had a customer report there entire order as missing or damaged even with pictures it stayed on my record but instacart did nothing to me or I assume them so they just eat the loss, for In-store shoppers at least, the report shows up on their metrics for their last 30 orders. I've used Instacart a handful of times, and every time I have ended up with one or two items that I didn't order, and one or two things missing. Hopefully, it was an isolated incident, and they’re not getting a bunch of reported items wrong. We're here to help when things don't quite go as planned. We started with contact information and fastest ways to reach a human at big companies. Instacart says to check for new delivery windows often, and an Instacart worker told me the best time to try is early in the day. Needless to say, Jackie isn’t alone. By using our Services or clicking I agree, you agree to our use of cookies. Something go wrong with an alcoholic order? And if you spot any issues with our How do I report a problem with my Instacart order? There is also an empty tab where you will describe your order problem. Open Instacart Shopper. I would sort of like my $15 back. My Instacart shopper delivered my groceries to the wrong house as evidenced by the picture in the app and by my not receiving groceries. Order status. GetHuman has been working for over 10 years on sourcing information about big organizations like Instacart in order to help customers resolve customer service issues faster. When I was a store manager I didn't allow IC returns or exchanges. Please note that we will not be able to replace the order, but you may be eligible for a refund. That being said, they set the bar high enough that I’ve also had a full order reported missing (likely fraud), and nothing happened to me, either. I wrote a note back telling them to just remove the report and I'll deal with it (which I'm guessing they won't do). Click the green 'Report a problem' button, You will be prompted to log in. Particularly ones with slow or complicated IVR or phone menu systems. You can pick up the order in a store parking lot allocated to Instacart orders or simply at the store's parking lot. I couldn’t help but wonder if I was doing something wrong. Once you click the 'Email Us' tab, you will be asked to submit an email address. The app also allows you to schedule orders ahead of time, which can be hugely helpful…until plans change. Click 'Submit' when done and your report will be filed and investigated. You also have the option of calling Instacart customer service and reporting a problem with an order. When you get to the store, follow the instructions to let us know you've arrived. In a statement, Instacart said they had been beta testing the feature, which was initially designed for people who wanted to receive a delivery while they weren’t at home. When the order is ready for pick up, Instacart will send you an SMS and a push app notification with pick up instructions. The methods through which you can report a problem with your Instacart order include: The Instacart help center is the main platform through which you can report a problem with an order. If your order is missing an item: Multiple shipments; If you were sent the wrong item: Wrong item; If your item arrived in a less-than-satisfactory condition: … It's on both App Stores, but you'll need to search specifically for "Instacart Shopper" and look for this specific app by name and icon.. Instacart's customer app looks similar but has an orange carrot running diagonally and has no bearing to Instacart shopping. You can track your Instacart order all the way to its delivery point. If you didn't receive your order (because it appears you received someone else's order), let us know here. Instacart is an American firm that runs a same-day grocery delivery and pick-up service in the United States and Canada. It is very expensive and even more so since Eric posted. The help center contains a wealth of information about Instacart operations. Instacart spoiled its customers so they're able to get away with anything. You got a refund so why can't you use that money to get the correct item? Make sure to contact us within 48 hours in order for us to provide the best possible support experience. In the app— Tap the 3 stacked horizontal lines in the upper left corner Instacart Pick-up orders are usually delivered in climate controlled lockers situated outside the entrance of particular Cub stores. I’m an infuriated!!!! Best of luck and please let us know if you successfully resolve your issue with guidance from this page. This app looks like a green Instacart bag on a white background and says "Shopper" below it. You didn't buy from me, you bought from IC. The locker can either be a freezer, a fridge or simply at room temperature. Press J to jump to the feed. I just wanted to know how to return it without a receipt or exchange it since the thing I got instead is the same price. The help center contains articles about how to deal with various Instacart issues including ordering, delivery, pricing, payments, account settings and product recalls. Then you spend a lifetime in instacart hell for one item that people keep declining because it's not worth it to them. An Overview of Instacart Contact Information, Instacart Customer Service Ratings & Issues, Launch your web browser or open the Instacart mobile app, Scroll to the bottom of the site's homepage and in the bottom left corner of the page, locate and click 'Help', You will be directed to the Instacart help center. Food was ready to expire the following day. You can find contact details for Instacart above.. ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns … My instacart keep declining my card and the money is there. Instacart is an online grocery delivery company that is completely changing the way we grocery shop. I show you guys how much time, gas, and milage I used and how much money I earned doing instacart for the week. This is a post from guest contributor who goes by “Silver Lining.” He is a single father and a Postmates courier and Instacart shopper in Los Angeles who typically works 20-30 hours a week. Be vivid and concise. How do I return product I am not satisfied with? You can also pick up your groceries inside the store. The help desk's address can be acquired from GetHuman. Our free information and tools is powered by you, the customer. My card declined and I had to have them put everything back. if they have a handful of them they might be confronted by their shift lead or someone else about it, or get more training. I contacted Instacart via email and informed them of the situation and they proceeded to give me a credit on my Instacart account. He shares his experience as a delivery driver in Los Angeles. Sharing is what powers GetHuman's free customer service contact information and tools. You can also chat with the shopper and ask them to add more items to the grocery list through the app.