I rarely leave negative reviews
I rarely leave negative reviews, but this experience was unacceptable. On July 2, I attempted to place a grocery order through Instacart. The app repeatedly displayed error messages indicating my order could not be processed. Assuming the orders had failed, I went to the grocery store and purchased everything myself because I needed the groceries that day. About 24 hours later, one of the "failed" orders unexpectedly showed up at my door, and I was charged for it. At that point, I had already bought all of the same groceries because Instacart's app told me the orders hadn't gone through. I contacted customer support expecting them to make things right. Instead, I was told they couldn't issue a refund. When I asked for the issue to be escalated, I was transferred to a supervisor who joined the chat, said they needed a few minutes to review the conversation, and then disconnected without responding. The chat simply ended. The most frustrating part isn't even the delayed delivery. It's that Instacart's own system told me the order failed, leading me to make other arrangements, and then customer support refused to take responsibility for the error. Mistakes happen. What matters is how a company handles them. Unfortunately, my experience was met with poor communication, no accountability, and customer service that left the conversation instead of resolving the issue. Until Instacart improves both the reliability of its ordering system and the way it treats customers when something goes wrong, I can't recommend using the service.