Instacart (instacart.com) has a 1.2 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Food, Beverages & Tobacco and its reputation is poor. 91% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Customer service, Product. Last updated 2026-08-11.
What reviewers say
AI generated
Most reviewers were let down by their experience overall. Consumers frequently complained about unhelpful customer support agents who completely failed to resolve ongoing issues, provided no assistance, and abruptly ended chats. People also experienced severe delivery delays, with many orders arriving hours later than scheduled, missing essential products, or being dropped off at incorrect locations.
However, some people also noted that certain scheduled deliveries arrived on time and that the items received were fresh. Despite these occasional positive experiences, customers remained deeply frustrated by unexpected high service fees, hidden costs, and an overall lack of accountability from management.
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Instacart delayed my order for two days…still not delivered
Instacart delayed my order for two days in a row, showed zero accountability, and offered no meaningful solution other than cancellation. Customer support was equally unacceptable: agents failed to address the issue properly and ended chats instead of resolving it.
I relied on this service for groceries, yet Instacart treated repeated delivery failures as though they were my responsibility. There needs to be some accountability on Instacart’s end to reimburse customers for this kind of delayed, unprofessional service—not simply cancel the order and leave customers without a meaningful remedy. Instacart itself lists late orders as reportable issues that may qualify for a refund or credit, which makes this experience even more frustrating.
Not only do the Shoppers just leave your groceries on the front door step without ringing the doorbell.. but the quality of groceries that they bring is infuriating. Time After Time, I've received produce that I ordered.. and it was either rotten or one day away from rotting. Today was just the day I got fed up. I ordered garlic cloves on Saturday from Kroger. It's Monday, and I just peeled them and saw that they were rotten. I'm so done with instacart and their shoppers. Because clearly they don't know how to pick out fresh produce.
I don’t have a lot of issues with Instacart not delivering stuff. The issue I have is when I put in directions on how to get to my apartment they cannot read where to turn from left or right. When I say look for this sign, then take that left right at that sign. Guess what they take the right every time.. almost all of them have to call me every time to find where I am located at. I don’t know if GPS is screwed up or what it is.. I have to assume on this that they don’t read the directions clear enough or I guess I have to rewrite it, which is still gonna make it written out the same as what I normally have because that’s the only way they can get to the building that I’m in and around behind the back of the building to make it easier for them to drop my groceries off and not have to walk through the building
Why are they still in business? After canceling my order then making me wait an additional day for my groceries. DELETED MY ACCOUNT! THEY ARE HORRIBLE!!!!!!!!
Terrible support and false "suspicious activity" flags for a cashier's error
I am completely appalled by Instacart's treatment of new shoppers. I am a woman of integrity, God fearing with a spotless background.
To put my account under review for "unusual activity" over a $30 order that a store cashier mixed up at the register...
when I am only five days into to my side hustle app and navigating a confusing double order is completely unacceptable.
I didn't even know it was a double order, and the payment mix-up was entirely on the cashier, not me.
Instead of looking into what actually happened, Instacart automatically penalizes the worker.
For context, I drove for the Lyft platform for eight years as a 5-star driver, safely transporting over 4,000 passengers before recently stopping because it wore down my car. I know how to work hard and treat people right.
Instacart's automated system and lack of human support make it clear they don't value their workers.
If this is how they treat people over a simple $30 store employee's mistake, I refuse to work for a company like this, and the groceries were left at target!
So I ask what's suspicious!!!
Scammers! Ignoring a copy of a receipt of missing items I was charged for and refusing to issue a refund.
Being reported as fraud to my bank immediately.
I have been shopping on Instacart for years , sometimes canceling orders due to slow delivery times to wrong address. I sometimes have items delivered to my mother-in law well today I had to cancel my order because I wanted to have it delivered to her hours later my account was locked. I contacted them and they said due to unusual activity it was locked and would not be available anymore. I don’t understand and the help center would not/ could not give me any assistance. So much for customer service
Horrible service! This use to be my go to but now I have been receiving orders an hour after the estimated time. How many orders are drivers allowed to pick up? I literally watched my order being driven around town before it got to me. There is no customer service other than an AI bot so you are at the mercy of the updates and driver. Canceling my membership and going back to doing my errands myself.
A question, because if I cancel a bump it goes up a point but even if I make 100 Bach if I cancel the cancellation, it doesn’t go down I think you play with the buyers’ data, I think you have a corrupt system of manipulating the data
I have a large order for my family to be fulfilled. I am disabled and this was easiest on my husband to just go by and pick it up from Aldi. 24 hours later and five rescedules, we are still waiting on the fulfillment. Contacting customer service regarding the inconvenience was a joke. There is no way of assigning a driver to do the order. No inconvenience offers. No way of getting yiur money back immediately so I could send my husband and with a list to shop himself (yiu must wait 5-7 business days for a refund). The only option, other than waiting for the 5-7 days), was to stay in the queue with no guarantee if we will be shopped today, tomorrow, or so on. As I stated before, this is a highly inconvenience platform. No help at all from their supervisors or management team. As a family, we have learned our lesson and will never use Instacart again. If your disabled, like myself, I pray that you have a family member or someone that can help you shop to fulfill your needs. Plus, they may not ask for compensation, like Instacart does. If I didn't have to select a star, it wouldn't get one at all. Save your money. Save your time. Save the stress.
Welpppp thats a wrap on instacart too, before i even get started!!! Been trying to get items for days on different services(only a few items) and with a prettttty decent tip each time--10 to 20 dollars --for stores less than 5 miles away...noboddddy will do right and having these outlandish wait times and fees...and they dont do anything to actually assign or expedite your items even if you do priority! Well instacart was my final option and i give up...had a procedure and cant drive, just wanted groceries to TRY and COOK something for my kids instead of fast food, they cant even do that right!! I hateeee i cant drive i wouldnt even bother with these services!!! JUST A PURE UNADULTERATED SHAME!!!!!!!!! THESE APPS SHOULD BE BANNED!!!
They don't tell u but u only have three days to make a complaint or correction even if they can clearly see I were over charged. Plus the cs keeps u forever. Complete waste of my time. I even spoke to a supervisor about a overcharge on a trip made less a week ago and still nothing. Waste of my time shop through other places bc they r awful!!!
I understand Instacart charges more for items that I would buy in a store, that there is a service fee, tip, and even a delivery fee. My issue is that I had a total checking out with a Publix order of $47 with all the fees. I charged it to my PayPal, after delivery I get a receipt for $55. I called Instacart and they refused to refund me the difference. What they didn't know is that I had proof, a screen shot of what I agreed to pay when I swipe pay now. I uploaded it to PayPal and they refunded me the difference. All this trouble for a $34 grocery order that I agreed to pay $47 and was charged $55. They literally tried to rob me
I had to report them for fraud. I signed up for a trial with free delivery. I ordered one thing over the required amount to qualify and paid using ebt. The summary showed the full breakdown and total. 10.69 in ebt, 2.49 in service fees and .10 service tax. Total 12.59. Scroll down to pay and it shows split payment. 10.69 in ebt and 4.59 on paypal. Not a single thing listed anywhere to explain why my total shown just inches above showed 12.59 and suddenly they were collecting 14.59. 2 dollars just added without a note of any fees or added charges or taxes. They just added 2 dollars leaving me to just assume they thought I wouldn't notice. I cant even imagine how many people with large orders haven't noticed getting charged random amounts that just arent listed anywhere. Closed account an deleted this scam app immediately.
Unwanted items showed up in my cart due to a “system glitch”. Was told by customer service the I added them at my end…I did not! Also the hidden fees are outrageous. Not worth it. I am cancelling this app and will be using the actual stores website from now on.
Shame on you Instacart for not supporting your customers!
STAY AWAY FROM INSTACART!!!!!!
Excuse my language but instacart is so full of shit i've had the worst experience ever.First of all , it took forever for someone to shop the order.And then when someone finally did shop, the order, she wasn't responding to my messages.And in message me when she got done with the shopping saying she had to make a personal stop in the middle of my delivery which they are not supposed to do and then when I finally did get my order, I was missing several items for some reason and I contacted instacart to let them know about this, they denied me of a refund and sent a form to my email and requested for me to fill it out just for them to deny it. So now I'm out of my items. And out of my money I'm done dealing with them.I don't recommend them to nobody
If I could give it negative 5 stars I would in a heart beat. This greedy grimy company took $99 out of my account instead of $9.99 for the monthly membership subscription. Didn’t even know till we check our account. Order on the 3rd from Costco which that’s the same day they took out the $99 for the membership. Called yesterday to get a refund and switch it over to $9.99 they stated refund is processed and should get it within 24 hours. Called them today coz no refund now they’re saying I’m not eligible for a refund coz I used the service on the 3rd. I am so angry and annoyed with Instacart. We have never paid $99 for a membership. We barely use it unless we are at a gathering or busy to go to Costco. I will never use them again after our membership is up. I will post it on social media as well. Telling ppl how corrupted and dishonest Instacart is with their customers. Be warned.
I would do a -0 if I could! I placed an order for Krogers and when I went to pick it up, I’m told that, that dept. had been closed for a funeral & that no one would have shopped my order. However, someone name “Bryan” had said an item was out of stock & I selected for it to be replaced on Instacart. Get notification order ready for pickup and all. Wait until next day so can go to Krogers & wake up to message that my order was delivered by “Bryan” that morning at 4:59 am!! Mind you I also have an email stating Krogers had none of my items in stock and my money was refunded. No refund, & all I could do was chat with customer support on the app. Clearly getting ripped off by bots or w/e could be a thing with Instacart. I have deleted the app. Don’t trust it!
Terrible service. Directions are not adhered to causing food to melt. When you call to complain they say there was no directions. They lie. I will never use it again. The directions said to leave groceries at GROUND FLOOR SIDE DOOR. Instacart driver climbed to the second floor to leave groceries.
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