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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I have been using Instacart for awhile now, I suffer with horrible headaches and allergies, so I use this app, when I can’t physically go outside. It’s the WORST-I just tried to speak with a live agent about my membership fee/payment, I was speaking with Krishna, then all of a sudden Pinna chimed in. It was confusing, unprofessional and it did not solve my issue. Today is July 6, 2026, I have experienced the WORST shoppers ever! I had one woman who took my order to the wrong house, I saw, the picture the shopper took and I immediately went to customer service. They tried to argue with me until I showed them my exact house including the address above the door! Smh Instacart only refunded partial payment plus my son and I had to starve that night, we had nothing to eat! They made it seem as, if, it were my fault!! I have had late orders, wrong orders and people not caring nor paying attention. They will collect membership fees after 9pm and will change your due date; I tried to have a set date every month, they told me today, I can’t have a set date every month. Smh Customer Service is for the birds and headed by A.I. or something else. If, Instacart, doesn’t improve, by September, I m gone! I’ll just have to go to the store myself. Lastly, the commercials are so clean, the orders get to the people, there are no hiccups but in REAL LIFE, this company sucks; it’s the WORST!!
I had 4 identity theft incidents in 2 months. Each one s result of Instacart.
What they also don't tell you is that you can't delete your account unless you have an IPhone.
Rooked. Never again.
Biggest A holes of all time. I've spent nearly 24 hours trying to order food. I've talked with numerous customer service A holes. Turns out their app is broken, and they know this. But the A hole support people gas light and say the order is arriving soon. DO NOT TRUST INSTACART!
I'm getting pretty fed up with the service and I utilize this company frequently. That's all I want to say. To explain what happened today would take all day! 😕
No worries! I canceled my subscription
So I received a $7.60 credit. Y'all know what y'all can do with your credit! You're still canceled. I judge a company based on its integrity within its business dealings with the public and y'all are slipping fast! NO LONGER INTERESTED! BYE!
I'm requesting to have my account deleted. They sent me an email verification link that doesn't work. DELETE MY ACCOUNT!!I'M DONE WITH INSTACART!!
I am a SHOPPER and per my reviews a pretty good one! But Insta Cart is not fair, rational or logical when it comes to to a shopper not being able to pay for an order! I get penalized for customers mistake! You stop me from making a living because YOUR APP crashes and stalles out or is having whatever issue it is having!! So I missed all the money the day before the 4th of July and the entire day because you have a faulty system. Oh and over an hour wait time before I got help from customer service!! Then they kicked me off! Yes I’m pissed off!!😡 company sucks
Do not use this company. They will fight tooth and nail not to refund you on all of these bullshit fees if items are missing, the order is TWO hours late. I will never be using this app again.
I ordered my groceries at 9:20 am and paid the fee for the quick delivery. My shopper bought all of my groceries but never showed. A second shopper shopped for them again and delivered them, but this was 5 hours later.
I understand that things happen, but The customer service bot is useless. It kept asking for an order number that is conveniently not available on the app or the website. There are no time stamps. There is no way to reach a real person.
They credited me back the $5 for the failure of the rapid delivery, but even as regular order shouldn't take 5 hours.
I have been using Instacart for three years. But after this experience, knowing there is no customer service, and absolutely no respect for customers, I'm going to rethink this.
Placed an order with Fry's. Waited 2.5 hours, saw a car zoom down the street then zoom back up (I live on a quiet street). A minute later my order was cancelled. There goes my 4th of July dinner plans. According to Frys they couldn't find the address but gps would have led them right to me and can't find an address if you're speeding down a quiet road. Terrible service.
This is unreal. And not the first time.
Was working fine with my order to be delivered at our coffee shop. Ordered the day before to be delivered the following morning, between 7-9am.
First I get a text saying the order was ‘delayed’ until 10. Around 11:00 am, our barista is still waiting, no order delivered.
I called instacart- what. a. joke.
On hold for 12 minutes. The guy who finally answered, in barely understandable English was going to transfer me to data support. (???) Told him don’t need data, I need my order, and why it was cancelled.
After being on hold again, I was told my “shopper had issues with the order”.
Yes they sure did. They didn’t FULFILL IT.
I’m done with them. What a joke.
Rated 1 out of 5 stars
Instacart charged me 175.46 extra…
Instacart charged me 175.46 extra charge on the exact same day that I placed an order and was charged 174.21. My order receipt on the app says 174.21 but my email receipt says 175.46 I was charged for both charges. I have been fighting with Instacart for two weeks to get a refund. I have provided pictures and screenshots and they still refuse to refund me the money. Continue to say that the charge was never made, but I have pictures of my bank account and I was charged on the same day both different amounts for one order.. this isn’t the first time this has happened so I will no longer be using Instacart. Their customer service is unhelpful, and they just deny deny deny. Originally tried to blame it on no-frills even though the order was placed through Instacart, so there’s no way that no-frills charge me for an order and it says Instacart on my transactions. If you use Instacart please be careful and check every charge and receipt. Instacart will not refund you.. cancelled my membership today and now have to report it to my bank.
Items paid for not received. Delivered items not purchased. Called customer service. Very argumentative, failed to offer satisfactory resolution to their mistake
Every time I order from Instacart, there is an issue. The last time I ordered, my delivery was more than two hours late, customer service was rude and abrupt, and I ended up going to the store and getting all of my items before my shopper even got to my house. This is 4 1/2 hours after I placed the order for an expedited delivery. I just placed a 100 item order, they charged my card, and then their systems have been down for two hours. They will not process a cancellation or refund, and cannot tell me when anything will be delivered. I’ve sat on hold for over an hour waiting to speak with an agent because they’re bot wants to do everything and is not helpful. Still haven’t heard from anyone, will have to dispute the charge from my credit card company. Avoid Instacart at all costs.
If I could give zero stars I would because they are a one of if not the worst delivery company and app. They have thousands of shoppers that work for them and try to do a good job and now there app is broken 2nd day in a row and they have no end in sight as they are telling customers it’s the shoppers fault. When there are shoppers sitting in there cars with hundreds of thousands of dollars worth of groceries in this her going bad and they don’t care
There is no customer service. Malfunctioning site will rip you off. Been waiting for live help for 45 minutes.
Today 7/3/26 I attempted to order 4 times in the amount of $41.75 each, each time system said there was a problem, try again later. I didn't receive order emails, nor do these orders show up in my order history. I checked my bank account and 4 charges for $41.75 hit my account.
Driver put the delivery
Of food on the floor and was rude and didn’t say hi or bye. I left the driver a bad review. She went on my business page and left a bad review in retaliation. Instacart didn’t do anything about it. Horrible company. All automated and hardly anyone speaks English.
They aren't going to last long operating like this
Instacart has went wayyyyyyy down! Today Instacart had an outage with a lot of complaints about the outage in the app today. I placed my order @9 am and it was supposed to be delivered by 10:30 am est. Boom! The outage happened, I couldn't cancel, chat with bots in the app weren't working, the Instacart number wasn't working, nothing. Finally the app started working at 1:30 Pm but was a little shaky because everything wasn't 100 percent or working but it was working good enough to where, I thought I could cancel. I tried to call and instacart said that I would have to pay $15 to cancel. Then the other option they gave was to reschedule. When I press reschedule, they said, I couldn't because the shopper was already shopping order. Chat was non existent during this time from customer service and the shopper. Finally my order came at 3 pm EST. Really? I don't even want this items anymore. Now I see, they are greedy and don't care about customers.
Garbage company. Do not care about customers I don't how the hell they became a billion dollar company. Worst customer service and run my stupid robots who have no answer for their customers. Several times I placed order for grocery delivery the accept orders charge you bank account and keep waiting for delivery. Time slot allotted for delivery keeps changing no shopper to deliver people waiting with kids at home for food hungry. When ask for refund they refund money after 7 days. Every time its like this worst company in the world for food delivery items are always missing and go through hell to get refund need pictures to prove. I stopped using them since twice my kids went hungry because of them. If you order a Pizza if its not delivered in 45 mins they give you free Pizza. I don't know which dumb guys running this company. I will never use them again.
I work for Instacart and they have made changes to at penalize there workers. It’s not our fault that the store is out of the items that the customer requested. You used to be able to shop at a different Kroger. But now hey make you shop at the one they want you too. One store may not have it but another one would. Instacart has went down badly
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