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.
Auto-generated from all reviews of this business. For reference only.
My experience with Instacart shopper support has been very disappointing. My account issue was reviewed, but I received a decision by email that I do not agree with and was not given a clear explanation of the specific evidence or details used to make that decision.
Other shoppers should keep records of everything, including screenshots, customer messages, batch details, receipts, support chats, and emails. If an issue comes up, ask for the exact reason for any decision and request escalation or another review in writing.
Instacart should also consider a probationary security policy requiring shoppers to use a passcode or additional identity verification before a serious account action is taken. A passcode check could help confirm that the actual account holder is using the account and could prevent misunderstandings or wrongful decisions.
The work can be helpful, but shoppers should understand that account decisions can have a major effect on their income. Save all documentation and do not rely only on verbal conversations with support.
R
RAUnited States · 6 reviews · Experienced 2026-07-15 ·
★★★★★
Instacart’s Customer Service Has Left the Building
Instacart once seemed to value customer service. Now it’s hollow scripts, silence, and supervisors who ghost mid‑conversation.
My order was cancelled mid‑delivery with no explanation and the driver took a trip to nowhere. When I reached out to customer service, I was told the issue was “resolved” because I’d be getting a refund. Back to square one — nothing delivered other than a headache.
I asked about a goodwill gesture--accountability for shoddy service. The response recited was so convoluted it sounded like a riddle created by AI. I asked for a supervisor. Forty‑five minutes later she joined my call, acted self‑righteous, went quiet, and then ghosted me mid‑sentence.
So where are we? Instacart kept my money, delivered nothing, and refused to acknowledge a complete failure of their system.
This wasn’t just a bad delivery experience — it was a collapse of a service that’s supposed to make life easier. Good luck if you attempt to use Instacart these days.
My advice? Just don’t.
Anna perezUnited States · 1 review · Experienced 2026-07-16 ·
★★★★★
No worse app
No worse app, I got overcharged.I didn't get help to many steps to get to get my proper refund i have to appeal just to get my refund.
I have used instacart for awhile now but customer service is really poor. The Help Center has zero control over their drivers. I just lost five hours waiting for a driver who pushed the arrival time three times and then canceled. I now have to wait 3-5 days to get my money placed back into my account. That’s $150.00! Groceries are so expensive, I plan on shopping myself from now on. 👍
We were in the process of making pickles and needed a few items so we decided to order with instacart. We never got our order even though the delivery driver said it was delivered. We will never again order this way again. Very poor service and a poor place to communicate with.
After multiple times canceling annual membership, they keep renewing the service against my knowledge and charging me. I just found an annual charge and found they have been doing it every year for the past 4 years, long after I first cancelled. Then when I tried to log into my account, I wasn't able to because it said 'login invalid.' I NEED for a representative to reach out and resolve this, and refund the money because I can't even access support without an account.
0 if I could. They need to fire everyone who works in the call center. All I want it my account deleted and I have had it! CEO! HIRE BETTER PEOPLE! I will be going on all platforms and telling my story.
Lorri AnneUnited States · 2 reviews · Experienced 2026-07-14 ·
★★★★★
Instacart CHOOSES FOR YOU the store…
Instacart CHOOSES FOR YOU the store your items are being purchased UNLESS YIU NOTICE YOUR DEFAULT STORE has been CHANGED! Additionally, INSTACART OFTEN DEFAULTS to PICK UP Instead of DELIVERY when it chooses to. I have SCREENSHOTS of my choices and conversations with shoppers & the Instacart "customer service rep", if you want to call them that, simply IGNORES them and repeats over & over that they don't have that info on their screen. Overall, a poor service. A competitor us DESPERATELY needed.
I had to leave a star. Not by choice. Instacart is a place full of liars. There is no Atlanta office. It’s an abandoned hotel. And they lie to their shoppers and customers. One of the reasons they are being sue now.
Instacart is the worst experience I’ve ever had in delivery shopping you pay for express delivery and they won’t refund it to you and it’s been hours and hours they say they can’t guarantee it but when you pay that 899 they say they can and then I buy groceries and the shopper checks out. It’s been over an hour and then they never show up with it and they said they can’t deliver it. It’s a scam by beware
zero stars. they charge a completely different amount than the store. the invoice they send me has 3 items with different price points that i receive on the store items. they are just scamming, dont' use this app. i messaged them and they denied my claim for no reason.
I can see why this company was involved in a $60 million legal settlement for deceptive fees. I responded to a promo for $0 delivery fees, and ended up being charged $16.48 in fees: a service fee of $3.49, a long distance service fee of $3.00, and a regulatory response fee (what the!?!?) of $9.99. None of this was disclosed when I checked out, and an hour chatting to what was probably a bot (because there’s no way to speak to a person) got me nowhere. So I spent $23 on a four pack of AAA batteries that I didn’t even need, but the other items I ordered to meet the ten dollar minimum weren’t available.
Unfortunately, this is one of the only options you have when something goes wrong. I worked for them and they said they were going to pay me $85 for 7 hrs of work in a hot day. I know because I came home and told my family and I had a bill to pay so I was watching those numbers. The next day I went to cash out the money and it was $73. Where did the extra funds go? Not me! I've tried to talk to their customer service 3 times now and they tell me I got paid already. No I didnt.
Wish i could give it -2 starts. Absolute waste of time. 3 weeks in a row i try. I pay extra to schedule 12 hours in advance to arrive during a time windown. Guess what? Every single time delayed 3-4 hours or just completely cancel the orders claiming weather conditions. Its 25 and sunny. What a joke. No compensation for wasting your time either.
Your customer service cannot help with issues. They can not cancel, change items. They give instructions before you are assigned a shopper & the instructions do not work, then you contact help & they say you have a shopper and they cant do anything now. Is there another site I can use?
Nothing but greedy anymore and the new 'specialists' are trained to barely provide any compensation. Greedy money grabbing company's thats not only tone deaf but has lost this customers money.
The shoppers are not the problem. The customer service reps who manage the "Help" line are the worst! Stupid, helpless, clueless, down right pathetic. They shouldn't even have a Help center. It should be called "No Help".
I'm not here to write a review about how lousy their employees are. I worked on Wall Street for several firms, such as Merrill Lynch, UBS, and Lehman Brothers. I took a ride with an old friend who had recently started working. I've no experience purchasing from them. I took a ride to see how the business worked just out of curiosity! I wanted to like them !!! I was excited !!
Well, let me tell you, I was disappointed that they just exploit these people terribly. We had batches come through; they would be told a lie about where they were going, then when they took the order, it was always much farther than they originally said, and to top it off, they would end up with less money. One lie after the other. I had checked the price of the stock and realized
In this bull market, it was only up a few dollars, and I knew why. If you are an analyst recommending this company, shame on you! If I owned the stock, I would dump it because I feel a moral obligation to do so. it seems like, after all is said and done, it's, at best, and everything goes right, a minimum wage job. Not to mention wear and tear on your car. For what it's worth, I'm the type of person who never complains, and im complaining!!!
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