Do you agree with Instacart's TrustScore? Voice your opinion today and hear what 11,610 customers have already said.
Instacart is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 1.7 out of 5 stars. Last reviewed March 8, 2026.
So my order in the app says it was delivered with a picture. However, in the chats says that the shopper needed name and room number EVEN THOUGH ALREADY PROVIDED. Hotel says shopper took the order back, saying something was wrong with the app/order. Instacart refunded, then when replacing the same order, it’s 21$ more, and we were left to pay it + an order that was supposed to be for 8 hours prior. 0/10
This is a first of this kind. I placed a order for 9 am est but they kept pushing the time further & further back. Finally at 1:50 pm est, my order was getting delivered. My order never got delivered. The driver sat my items at a door or business I didn't recognized. She never even came near my address. In the end, I got a refund.
We regularly use GrubHub but decided to try Instacart this time. My wife ordered food from a restaurant, but she was not given the option to enter our address; instead, Instacart selected a random address for the delivery. She attempted to call Instacart's toll-free number, but nobody answered. Then, she called the restaurant for help, but they were unable to assist with the delivery. Additionally, the order was incorrect and missing her salad. Eventually, she managed to leave a message for the Uber driver handling the delivery. Our order finally arrived an hour later than Instacart had promised, which was 45 minutes after we had finished our homemade dinner.cart had promised, which was 45 minutes after we had finished our homemade dinner.
Trash company. Make you pay for fast or priority, do nothing when shoppers are an hour late. I can't sit around all day on a sunday for perishables to arrive. Then charge you money for cancelling a super late order. This keeps happening. Will be moving on to shipt. Highly reccomend using another company.
My experience working Instacart so far has been awful with how little their support team can assist with issues. I'm a shopper and delivery driver and their app has a lot of issues loading, and then there is no way to question or get answers to derogatory marks on ones account that are automatically placed there by their app for issues unrelated to myself, such as not having a product in stock and claiming I checked out "illicit items" when there were no such things, they're just making shit up. So I am very disappointed with them as an employer.
Instacart charged me for a yearly membership without my permission or any clear notice. I did not approve this renewal. When I contacted customer service, they simply refused to refund it.Charging customers automatically and then refusing to take responsibility is extremely disappointing. This feels unfair and disrespectful to loyal users.I will not be using Instacart again after this experience. Customers deserve transparency and proper consent before being charged.
I am 97 and count on this service. They have delivered me an incorrect faucet (my son came from out of town to install) and would not return it! Now they dropped off recalled cottage cheese, and told ME to take it back! Some shoppers are very good, nice people. But the company does not care about the shoppers or their customers!
This is the first & last time I will ever "use" (it's in parentheses because the order was never delivered) instacart. If I could give them zero stars I would! Everything started great... I placed an order and received confirmation of my order. 30 minutes later I received a text that my order was being shopped (8 items) & my daughter received her gift text with my message & the order details (she was several states away on a trip and got injured so I wanted to send a few things to help her feel better). 9 minutes after that my order was done being shopped and had been checked out. Everything is great so far, I couldn't be happier, I was debating signing up for the annual plan. 1 hour after getting the everything has been checked out text & my daughter getting her gift text (so over 1hr and 30 minutes since starting) I get a message from the driver that the order can't be completed and I can cancel the order because the shopper will be unable to process it. I responded asking why to make sure it wasn't my error as this was my first time using instacart. After no answer for a few minutes I called customer service to inquire what had happened with my order & how it could be fixed so it could still be delivered. The customer service representative that answers says he's going to try calling the shopper to get more information about what is going on, completely fine, he comes back several minutes later and says the shopper speaks Spanish so he can't tell what happened... 1) the first message I received from the shopper was in Spanish & I simply replied I don't know Spanish & the subsequent messages came in English (so the shopper had some way of communicating in English) if the customer service rep had tried to communicate with the shopper. 2) in a large corporation like instacart they must have shoppers & customers who use different languages so how could they not have other employees that can translate, a number to call to get a translator, a program they can use to translate, SOMETHING to communicate with people who don't speak the same language as eachother. (I later found out, through the shopper messaging me, that the shopper/company card she has was expired so she couldn't complete the purchase.) I asked the same customer service rep if he could please get a different shopper to go complete the order & deliver the bag of items... he tells me he can't assign a different driver to my order there is nothing further he can do... WHAT? The order was shopped, I already paid, and the first shopper was unable to complete the delivery, so can you please send another shopper to finish the order and deliver the order... again I was told there was nothing he could do about getting a different shopper to complete the order. At this point I was in disbelief that a company could possibly run this way & I asked to speak to the supervisor... surly a supervisor would understand, life happens, and if something goes wrong on their or their shoppers side of things they can contact/reassign a new shopper to complete order and simply let the customer know the delivery time would change. I waited on hold for about 25 minutes just to get a supervisor on the phone (if I had to venture a guess, although complete speculation, I think they assumed I would get sick of waiting & just hang up if they left me on hold long enough)... I explain the situation & that all I want is for them to please contact a different shopper to complete and deliver the order to my daughter... the 8 item order was already shopped, a hold had already been placed on my card, and I was states away so I had no way of doing this myself... the supervisor insisted on me holding so she could contact the original shopper herself, even though I told her the shopper had already been contacted by the costumer service rep minutes before & the messages I had received. The supervisor puts me on hold for an additional 20 minutes...(I've now been on the phone, mostly on hold, with instacarts customer service and supervisor for about 45 minutes) the supervisor then comes back to tell me that she spoke to the shopper who confirmed the same story about the order being shopped & the card the shopper has is expired & that the shopper was now at home because she couldn't do anything further. The same thing this supervisor was told a half hour ago... I restated that this order was placed several hours ago at this point, the delivery time was several hours ago, the order was 8 items (already shopped), I was several states away & couldn't do this myself, all I wanted from the supervisor was to give the order to another shopper to complete the transaction and deliver the order... she refused. I was left with no choice but to cancel the order & call my daughter to apologize for the situation & inform her that the items for her injury were unfortunately no longer on the way.
They mess up your order. Always late. And randomly cancel.
Just had another delivery and while it is an awesome service, sometimes I have to wonder what the shoppers are thinking when you order produce "by the pound". I had "on the vine tomatoes" in my order, along with lettuce and Tortillas, IE, taco fixins...and instead of a cluster of tomatoes, 3-6 at least, they chose a single, small, tomato. Just one! In the future, if they're not sure, the shopper should reach out and ask, please!!!
My phone carrier gave me a number that was previously used by somebody using instacart. I've spent hours online with customer service and they refused to release my phone number from this other person's account. When I try to setup my phone number in the profile, it keeps rejecting it after entering the correct SMS verification code even after multiple trys. It gets better... I am able to log into this other person's abandoned shopper account, and they still refuse to clear my number from being attached to that account. They just give me the runaround. They pass me on to a "supervisor" that just keeps repeating the same script the previous person said. Other times I am told to wait for an email from Trust & Safty, and no email comes.
It's very simple to put in an order, and efficient.
I placed an order today with instacart. The delivery person was rude and didn't follow instructions. Left my order outside of building in the street. He also brought a product that I did not authorize. They replace items without your permission and don't follow orders. I called customer service and they were no help.
I have had some issues with some of the drivers constantly calling me because they don’t know where I’m located within the area I, this is because I’m around a total of four complexes and I have on my information my apartment number. I don’t put the address in the instructions for Instacart drivers., but I do have it connected to Instacart. They still call me and they go in the wrong direction when I give them written instructions on the site where I’m at.. someone will find me real easy and others won’t. I don’t understand why this is a issue with Instacart drivers but if I use DoorDash, I have not had one of them yet. Call me and I’ve only used DoorDash four times. I’ve used Instacart hundred times.. I have also had an issue with one of your drivers that actually had walked from Subway that was close to me and he puts claim this was his only transportation and he was trying to make me feel bad because he couldn’t call me well he was calling Instacart. He was not calling my number that you guys have in your system. Luckily, I haven’t seen this guy since and that’s not my fault that this guy had to walk or he chose to walk and he was hoping I was gonna give him an extra tip. I never did because that was his choice and he came about an hour late.. you guys need to make sure that your drivers know everywhere they are going if not, you need to hire ones that know the areas that they are working.
Instacart charges your debit card based on the listed retail amounts of your purchases. Whe they actually fill your order, they charge you again for the actual amount. They leave both the original charges and the actual pending against your account which decreases your available accordingly. They are the only company that does this. And they couldn't care less.
Worst service. They re very bad with shoppers. They stole shoppers very often and the don’t have a real costumer service for shoppers that s why they re failing and other companies growing. They deserve gal cause they re not honest reliable company.
Sent an order to a friend who was grieving the loss of her dog. Delivery was 1.5 hours late, 8:30pm. She’s got a toddler and an early morning job. Unacceptable. I would have had the delivery the next morning if I had known. Customer service is terrible and won’t do anything to make up for it. I paid for priority I didn’t get!
DO NOT USE THEM; THEY ARE A SCAM COMPANY WITHE POOR CUSTOMER SERVICE WHO CAN'T COMMUNICATE WITH THEIR CUSTOMERS AND HANG UP ON YOU WHEN THEY CAN'T UNDERSTAND YOUR DISSATISFACTION WITH THE SERVICE. EVERY ORDER I HAVE PLACED IN THE PAST 2 MONTHS I HAVE BEEN OVERCHARCHED ON EVERY ORDER, SHOPPERS HAVE KEPT OR LOST ITEMS I WAS CHARGED FOR, MENTALLY AND EMOTIONALLY MISTREATED BY CUSTOMER REPS WHO DON'T CARE ABOUT THE PEOPLE THEY'RE SUPPOSED TO SERVE, ESPECIALLY SENIORS ON LOW INCOME, LIKE MYSELF. LAST NIGHT AFTER NOTICING HOW MANY ERRORS THEY HAD MADE AND BEING CHARGED #11.51 FOR A HEAD OF CABBAGE AND ASKING FOR A REFUND ON THAT ERROR, WHICH WAS THE SECOND ERROR IN THAT ORDER, I WAS TOLD I NEEDED TO APPEAL MY REQUEST IN WRITTING.!!! I SAID NOT A CHANCE!! I HAVE LOST ABOUT $50 DOLLARS BETWEEN LOST ITEMS, CREDITS, TIPS, SERVICE FEES AND CUSTOMER DISRESPECT. I CANCELLED MY MEMBERSHIP AND WILL SPREAD THE WORD EVERY WAY I CAN.
Horrible customer service experience - I wouldn’t recommend them. I was a life longer until they refused to help me change the billing.
DO NOT I MEAN DO NOT USE THIS COMPANY THEY WILL OVER CHARGE YOUR ACCOUNT AND THE CUSTOMER SERVICE IS HORRIBLE!! ALONG WITH THEIR UNTRAINED MANAGEMENT STAFF!!YOU WILL BE BETTER OFF GOING TO THE STORE YOURSELF RUN DON’T WALK RUN!DO NOT USE INSTACART YOU WILL REGRET !!!
According to TrustPlane, Instacart has a 1.7/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/instacart-com
