Disappointed
I am extremely disappointed and honestly disgusted with how Instacart’s policies and procedures were handled in this situation. I have completed over 96 orders with Instacart and have been a loyal customer, so I expected a much better level of understanding and customer service.
While I was vacationing in Miami, I accidentally placed an order without realizing until the last minute that my account was still set to my Miami location. As soon as I realized the mistake, I contacted the shopper and explained what happened. Unfortunately, the shopper had already started shopping, and I was informed that I would still be charged a $15 late cancellation fee.
What is especially frustrating is that I received absolutely nothing from this order, yet I was still charged $15 for an honest mistake. I understand that policies are put in place for a reason, but there should also be reasonable exceptions and discretion, especially when dealing with a long-standing customer who has placed over 96 orders with your company.
This was not a situation where I carelessly placed an order and simply changed my mind. I was traveling, the location was incorrect, and I immediately tried to correct the mistake once I noticed it. I even communicated directly with the shopper during the shopping process.
Charging a loyal customer $15 under these circumstances feels extremely rigid and shows very little consideration for the individual situation. Customer service should not simply be about repeating a policy; it should also involve reviewing the circumstances and determining when an exception is appropriate.
I have spent a significant amount of money with Instacart over the course of my 96+ orders, and it is extremely disappointing that my history and loyalty as a customer appear to mean nothing when it comes to resolving such a small issue.
I am requesting that the $15 cancellation fee be refunded as a courtesy. More importantly, I hope Instacart takes a closer look at how these situations are handled, because policies without any room for reasonable exceptions can easily cause loyal customers to take their business elsewhere.
I am truly disappointed with this experience and expected much better from a company I have consistently chosen to use.
While I was vacationing in Miami, I accidentally placed an order without realizing until the last minute that my account was still set to my Miami location. As soon as I realized the mistake, I contacted the shopper and explained what happened. Unfortunately, the shopper had already started shopping, and I was informed that I would still be charged a $15 late cancellation fee.
What is especially frustrating is that I received absolutely nothing from this order, yet I was still charged $15 for an honest mistake. I understand that policies are put in place for a reason, but there should also be reasonable exceptions and discretion, especially when dealing with a long-standing customer who has placed over 96 orders with your company.
This was not a situation where I carelessly placed an order and simply changed my mind. I was traveling, the location was incorrect, and I immediately tried to correct the mistake once I noticed it. I even communicated directly with the shopper during the shopping process.
Charging a loyal customer $15 under these circumstances feels extremely rigid and shows very little consideration for the individual situation. Customer service should not simply be about repeating a policy; it should also involve reviewing the circumstances and determining when an exception is appropriate.
I have spent a significant amount of money with Instacart over the course of my 96+ orders, and it is extremely disappointing that my history and loyalty as a customer appear to mean nothing when it comes to resolving such a small issue.
I am requesting that the $15 cancellation fee be refunded as a courtesy. More importantly, I hope Instacart takes a closer look at how these situations are handled, because policies without any room for reasonable exceptions can easily cause loyal customers to take their business elsewhere.
I am truly disappointed with this experience and expected much better from a company I have consistently chosen to use.
Show more
Some things are really unclear related to the tips
I wanted the tip my shopper an additional amount. The site has your tip was 2.00 I would like to add to the tip. If I entered 1.00 thinking it was a total of three I’d be wrong. It actually reduced the total tip to 1.00
Edit Order
I’m unable to add or remove items from an order that won’t be delivered until tomorrow.
Frustrating at best
Quite frankly the most unreliable and inaccurate app I’ve used over the past few years. Does not update order location (even before actually placing the order) if you already have items in your cart. Half of the time, half of the functionality does not work (like updating orders before shopper starts shopping). Once you indicate that you’re on your way to pickup your order, the pickup doesn’t seem to have basic gps updating abilities (eta on arrival for the store for example)
my app is always updated. And there is no reason for all these consistent glitches since there seems to be an update ever other day
my app is always updated. And there is no reason for all these consistent glitches since there seems to be an update ever other day
Show more
App
I constantly have to sign in , after finally getting in the display is horizontally not vertical on i-pad.
