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.For the first time I had issues with Instacart and I will not be using them any longer . I was charged more for an item than what it actually costed and Instacart would not refund me all they kept saying was to review policies. They said app prices differ from store prices but I had the item in hand at my house and was charged more for it when it was bought in store by a shopper . They are stealing thousands and people don’t even realize it
Extremely poor service today. Frozen items that are thawed out. Missing items, receiving items from somebody elses order. The list goes on and on and on and ............... Totally frustrated today
They used to be good, but in recent deliveries, the pictures don’t match the person. They’re not driving the car they’re supposed to sometimes it’s a guy when it should be a girl or a vice versa and just today the driver took off with my food, even though I had proof he was by my house and they wouldn’t refund the tip so he got my tip and my food. This is ridiculous. We pay for this service. And today is just one of the times this has happened and I can’t even leave a review for him. I only have certain things I could choose from so I can’t even tell anybody. He took a fake picture and stole my food.
Today I ordered some groceries from Albertson’s and I made the stupid mistake of asking Instacart to do the delivery. My groceries came to a total of $72.20. They charged me altogether $109.93. I have no idea what the other $40 fees are for. They didn’t give me a receipt showing me what the total was only the $72.20. I was so angry when I called them they kept fumbling around trying to explain about the $40 but never did really explain just naming about two or three things that would’ve cost $10 that’s robbery. I’m 82 years old retired. I can’t afford things like that. . But let me tell you this everybody. I hope you listen . if you order from a store put the store app on your phone especially Albertsons or Stater Brothers , I live in the Beaumont area and those are the two main stores that I go to.. if you go to their app each time you make a delivery order you won’t get charged anything like that. I found out the hard way. I had no idea that they would charge me $40 to deliver a few groceries to my home. I had some dental surgery done last night and I still have stitches and swollen jaw and I just didn’t feel like going out to the store myself today, but I will never order and have Instacart deliver groceries for me. I don’t want to see anyone else get screwed around like I did again. !!! Patricia
I would love give -5 stars. Complete bottom, complete zero !!!!!!! I wonder how those people exist with the Business. I bought the product, I wanted to return it the next day. New and originally closed. Wasn’t any solution. Shit scammers!!!! I have wish guys ! Please don’t use this app any service !!! I never seen this shit in my life .
I wouldn't even give them 1- star. We were having event @ bar on father's day ran out of stuff. Did instacart. Aldis is 4 blocks from were I was calling. Said 25 min was watching for the guy. I clearly put it was a business. Said delivered 24 mind later called instacart said oh will refund. Today is the 25th still haven't seen my $ they said give ot a couple more days thats bull crap worse customer service and m9st of them hardly speak English. Twice have ordered for aldi and this has happened. Again worse customer aervice there managers are even worse.
I noticed on my last order that even if and item is on sale Instacart still charges full price. Concluding that they must pocket the difference. The item was on sale for 3.50 at store I was still charged 8.50! I was actually shocked.i tried to give them a chance to explain and was giving excuses. Must be tax ..... I won't use again!
I placed a grocery delivery order through Instacart (via Sprouts) and ordered two packages of chicken thighs. During shopping, the shopper confirmed that two packages had been selected. However, only one package was delivered. Instacart refunded the missing item, which I appreciate. However, the issue was not the cost of the chicken; it was that the order was delivered incomplete, despite the shopper's confirmation that both items had been purchased. Because of this, I was unable to prepare the meal I planned that evening. I contacted customer support to request a review of the service failure and possible adjustment of delivery-related fees, but was told no additional compensation would be provided and the case was closed. While I understand policies around refunds, I found the resolution incomplete given that the service I paid for was a full and accurate grocery delivery. I am sharing this feedback so other customers are aware that order accuracy and resolution options may be limited when issues occur.
Gave Instacart a try after a friend recommended them, mostly glad I did. Communication was clear and I always knew where my order stood. Shipping cost was a touch higher than I would have liked. Would order again.
I have used Instacart, and have mostly positive experiences. However, I wanted to tip the driver, and they said that I could adjust the tip after it was delivered. I followed all the instructions but could not change the tip in the app or on the chrome browser. I called support, and they left me on hold, and hung up. I chatted with them, and they told me the procedure, which I knew already, and persisted and they passed the chat to an Uber Eats employee, who informed me that there was nothing I could do. They clearly didn't give a rat's ass about their MLM contracter. I will cancel my instacart membership, but if it's not pro-rated, I'll just not use instacart again. If I could give them 0 stars, I would. (I even asked them for contact information for the delivery driver).
Delivered incorrect items, but insisted I made these changes to the order. Even though I didn't make the changes, nor did I receive any notifications of changes to the order, they insisted I made them. They said their system doesn't send correspondence to the customer regarding changes made to the original order, only they can see it on their end, saying the customer is aware they are making changes at the time the changes are made, so no notifications regarding changes to the order are sent. So, I didn't make the changes, they sent no correspondence regarding order changes and they failed to acknowledge any possibility of system issues after 83 minutes on the phone trying to resolve this. NEVER SHOP WITH INSTACART.
The base pay that Instacart pays its shoppers is $4. This is why orders are not being taken no one is going to a store shopping and checking out then using their own vehicle and gas to make $4. When Instacart started it was like $10. Then the company became greedy and found out it can make more money while treating its shoppers poorly. I’d just find a personal shopper that does a good job to shop my orders and pay them directly.
I would give this fraudulent company ZERO stars if it were an option.. Where to begin? Let’s begin with deceptive pricing such as “Fastest Delivery” fee when they deliver outside of the promised delivery window and the VERY LAZY managers who refuse to do their jobs! Absolutely disgusting!!! I requested to speak to the manager for a refund but the COWARD refused to help. Shoppers beware! Fraudulent practices is what INSTACART was created for!
Was put on hold over 20 minutes and phone disconnected. This seems to be what the customer service does when they dont want to help. My debit card was charged when it should not have been and instacart wont refund me. MIND YOU this was my gas money for work in the morning at 8am!!!
Instacart used to be really good with refunding money in terms of charge backs. What I mean by charge backs, is that when you shop, your card is initially charged for the dollar amount (not taking into account any reusable bags that will be purchased, recycling fees, etc). Then, once your shopper has shopped and delivered the final item, Instacart charges you the real, updated amount, and then refunds you the initial charge. Instacart used to be really good at refunding the initial charge usually that day, or within 3 business days. Now, it is taking them 10 business days. I am not sure why that is; maybe Instacart is going bankrupt? I called their customer service and also read their policy, and they say it takes 5 to 10 business days depending on your banking institution. When I called my banking institution, it take them 5 business days...not 10 business days. So, why is Instacart holding my money? I smell a rat!
Beware Instacart fraudulently charged my card for delivery. I never received for $152. I tried talking about it on the help via online, which is your only option. And the language barrier of the customer support representative, not understanding or being able to properly speak English made it so that they weee no help. Ultimately, I had to dispute the charge with my credit card and get it refunded. Instacart has now blocked my account and banned me because of this. lol. The store I shop at anyways has an app for free that I’ve downloaded and since been using with zero issues and real customer support.. be very careful with companies like these that are outsourced overseas as they could care less about American citizens and only wanna steal and fraudulently take their money then block you from the platform if you push it too much. This should be illegal. I created a police report for my bank.
Denied refund for an item I never received I ordered through Costco SameDay powered by Instacart. During delivery, I refused an item and the shopper took it back. However, the final receipt still showed the item as delivered and I was charged for it. I contacted customer support multiple times, submitted screenshots, and requested a review. Despite providing evidence that I did not keep the item, my refund request was denied. The item cost approximately $104, which is a significant amount. My concern is that there appears to be no reliable process to verify when a customer refuses an item at delivery and the shopper takes it back. I am very disappointed with the resolution of this case and the lack of customer protection when delivery records are inaccurate. I expected a fair investigation and reimbursement for an item I did not receive. I hope Instacart reviews its procedures for handling returned or refused items so other customers do not experience the same issue
Brandon stole items from my order — specifically my dog food — and never delivered them. I have a screenshot as proof and will be reporting this to Instacart directly. If Brandon is assigned to your order, cancel immediately. This is theft, plain and simple. He should not be on this platform. I will be sharing documentation across every review platform to make sure other customers are protected. Zero tolerance for this. Save yourself the trouble and cancel the moment you see his name.
I ordered a vacuum cleaner through Instacart and received a mop instead. This was not an approved substitution, and it was not remotely the same type of product. Before the order was completed, I became concerned because the shopper appeared unable to understand my written English instructions. The shopper showed me the item they intended to purchase, and I specifically told them not to buy it. I contacted Instacart support before delivery, and support told me to reschedule the order so I would get a different shopper. I followed that instruction, but Instacart assigned the same shopper again. I did not realize this until after delivery. Since then, I have been stuck in a support loop. Chat support gives scripted responses, the timeline keeps changing, and nobody seems able to actually issue a refund or credit. I was told I would hear back in 24 hours. After 24 hours, I contacted them again and was told to wait another 24 hours. Instacart then emailed me instructing me to return the mop to Home Depot for a refund. I also called customer service, and they told me the same thing. That is not a fair or reasonable solution. I ordered delivery because I cannot travel to the store. The mop is also cheaper than the vacuum, is not the item on my original receipt, and may not scan for the amount I was charged. Asking me to bring a cheaper incorrect product back to a store to try to get a refund for a more expensive product puts me in a very uncomfortable position. I paid Instacart for a vacuum cleaner. Instacart delivered the wrong item. Instacart should refund me directly or issue a credit for the amount I was charged, instead of making me resolve the error as if it was my fault to begin with.
201 reviews matching
DoorDash
TheFlyerLab.com
Scrum Alliance
Poecurrency
Booking.com
WebstaurantStore
IGGM
Home Chef