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.
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.I paid for the plus account but when logged in, my account didn’t reflect the plus membership. When chatting with their online customer service I provided screenshots of my email confirmation showing how I paid for the plus account and also provided screenshots of my credit card statement. I was transferred 12x an no one could help or offer me a free year or refund. How they became so big with such low IQ people is beyond me.
They activated a new free trial on my account without informing me, then charged my credit card again without notice. When I contacted support, they claimed it was over five days and refused to issue a refund. Additionally, the support agent rudely closed the chat when I questioned their illegal actions. This company is the biggest fraud I have ever encountered. The same incident happened to my girlfriend, and they never refunded her money. NEVER work with them!
They stole $15 for me never got the products or nothing I would definitely not recommend using them and then they have people working for them that are scammers as well as them
I ordered groceries at 3 pm and didn’t receive them till almost 11pm. I’ll never order from them again. I don’t recommend this company to anyone, they even dare to ask for a tip..the nerve!! They even charge outrageous fees and taxes not a company I’ll ever trust.
The customer service is so poor that I honestly can't tell whether I'm talking to a person or a bot, but the experience is worse than talking to an AI bot. The only way to contact support is through chat. Responses take several minutes, making it feel like they're intentionally trying to get you to give up. Either you disconnect out of frustration, or the chat eventually times out while you're still waiting for a reply. What's even more frustrating is the complete lack of accountability. There doesn't seem to be any way to reach a supervisor or even file a complaint about the service itself. I genuinely don't understand why successful companies invest so much in growing their business but fail to invest in quality customer service. A great product can be overshadowed by a terrible support experience. This is so sad.
For a couple grocery orders they charged me 800 dollars when it should’ve been 500 dollars. Check your bank and complain
Very bad!!! Instacart delivery guy is a thief. Don’t trust them! I have video footage from my concierge showing that he took a picture of my grocery bag outside the building, and then after taking the picture, he took it away! I’m going to report this to the police. Also, no one from Instacart is responding to me about this issue. Your customer service is extremely unprofessional and useless. It’s only AI answering, and they never follow up on emails, which is completely useless. I can’t believe this! Their delivery person stole my delivery and I never got refunded for it, the costumer service hasn’t been solving the issue either. My concierge is also very surprised seeing the Instacart delivery person stole my delivery himself in the video footage.
Just like EVERYONE says they steal, theyre unorganized, they dont fix any mistakes with your order they make. And I need to add whats with the creepy commercial where there is people screaming & stomping outside a boat & you see what is the ugliest woman in the world holding a fish screaming fish that doesn't smell! Omg seriously? Whoever thought this up is in desperate need of some brain cells! Instacart you stink like dog crap & fish combined & your company is going down! 😚😉
Worst experience EVER. Delivery guy looked like he was homeless. Meat was room temperature with no cold pack. When they say ‘BOGO’ it should automatically reflect. No, they want you to physically order the free one. What a stupid process. The lady at the Instacart helpline was unkind and I had to escalate it to a supervisor. Save your time, and stick to WholeFoods. Much better quality, and no hassle if you’re unhappy with a product.
I've used Instacart before and the only issue is that they're always late. This time, however, the service fee for my order was much higher than usual. All I get from customer service is the same template-produced gibberish about why they have these fees. They refuse to justify why the fees are so high now. It cost me close to $60 to have my order delivered. My order was about $158 and I was charged $215. It's ridiculous.
Instacart offered 17$ for a 30 km trip and two groceries that is so bogus. I’ve never seen a delivery service cheap out on their employees so hard. If someone orders a taxi for 30km they’ll probably pay like 60-70$ and plus with groceries. Instacart will definitely go out of business or be destroyed by a competitor such a bad service for the workers. Paid more on gas then I received for pay and made back almost nothing just losing money at this point taking instacart orders
Don't waste your time the inconsistency with this specific app is unbelievable. I really don't know how they stay in business...... Customer service is no help. I've tried signing up to use this app twice now and can honestly say I'd rather pay more and use Uber, skip or doordash at least they're more consistent
My order was supposed to be delivered 2 hours ago and the delivery driver has car issues. I told them I'll go pick it up from her if they can give me a partial refund---NOPE. I either have to cancel it (ruin fathers day dinner) and all I get is a $5 credit for inconvenience. I
Instacart Horrible customer service tonight that prey on the elderly! Customer service rep Mike #953893487 was unprofessional. Nothing peachy here witnessing my husband grieving his late father simultaneously trying to assist My elderly 87 yr old MIL with an @instacart charge they have been after her for since April. It’s almost July. And they only tried to email her! No phone call or letter home. Mike couldn’t even confirm they had her correct email! Without her consent she was charged a year subscription for accidentally hitting a click here button just trying to get groceries sent to her home as she recently had mobility challenges. The credit card will charge it back and I’m trying to reach corporate offices for the way Mike 953893487 spoke to my family then hung up cussing as we tried to hold them accountable for predatory practices. Thank you ! #60milliindollarsettlement #ftcsubscriptiontraps #tommaguire #instacartshopper
Always an inconvenience. Shoppers take off with stuff even with a really generous tip. I have problems every time I order - they also save an attitude when you point the mistakes. Customers service : zero stars
Well I canceled my membership and deleted Instacart from my phone I will NOT be using Instacart again. I’ll be shopping direct or use shipt. Or Amazon. Instacart have failed at making their shoppers behavior ok at being neglectful without rectifying the situations regardless of how much customers spend. I literally paid for expedited in my last order to come to me without getting my order mixed up. Lo and behold this was the straw that broke the camels back. The shopper told me she had 5 orders to be dropped off first before me even when I paid for priority to be first so I wouldn’t get items left behind or damaged. This shopper was mad I inquired with customer service and she threw my groceries on the ground splitting the watermelon. Instacart did not honor ANYTHING AND TOOK NO ACCOUNT. Took up for the shopper. So I’m done! This will also be a bad review on all socia platforms.
Customer service is in India. Not good. Stateside- they're hiring thieves .
I had been a long-time instacart customer until today. Am fed up with their practices, with often incompetent shoppers and unwillingness to offer refunds. Due to years of missing orders, mis-delivery of orders, missing items, damaged items and reporting them each time to instacart, my account was flagged that refunds/credits can no longer be offered. This last order today had 2 items in my order go missing during delivery. Basically, instacart just stole my money, refusing any credit/refund. This amateur organization attaches added service fees (am currently in a class action suit against them), taxes and even bumps up the store price for the item (interesting going into a store and comparing the price on shelf with the instacart app. I've done it. Usually a dollar or more difference. Their phone and chat support are useless, filled with company lackeys who just promote the fraud. Shoppers also flat out ignore the replacement requests instacart offers right in its app, sometimes saying they cannot read it on their end. Yeah. Right. No more. Subscription cancelled forever. Amazon fresh and Walmart plus are far, far superior!
Deceptive marketing, blatant price gouging, improperly paid staff, & powerless and non-existent customer services. Your frozen items are also not temperature-controlled as they claim, and they won't do anything about it.
Instacart keeps canceling my orders. I did not even request instacart. Since Aldi contracted with them the delivery service is the worst.
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