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.
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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
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App
I constantly have to sign in , after finally getting in the display is horizontally not vertical on i-pad.
Notifications
This app will notify me when my order will be delivered every 90 seconds from the time my order is placed until after it is delivered. I don’t need a time update for when my order will be delivered every 90 seconds from the time my order is placed until after it is delivered. Please stop updating me every 90 seconds about when my order will be delivered from the time my order is placed to after my order is delivered. I don’t mind updates for things, say something like an item is needing my attention because it’s out of stock, or only one is available for a BOGO. Instead of telling me the shopper needs my attention on something it sends me a notification about when my order will be delivered every 90 seconds from the time my order is placed to after it is delivered. More useful notification would be nice. Please fix this problem, I will stop shopping with instacart and Publix completely if it doesn’t change.
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Latest update horrible
Too many things changed that made it a bad app.
Slow
90 minutes late after paying the top tier delivery fee to get it to me the soonest. Had I known it would be this bad I would have taken my kids to the store and got it. First world problems? Yes. But do t say you can do something and not come close.
Horrible Update
Am now limited to purchase replacements, meaning I cannot communicate what items I want dismissed or replaced and this effects delivery fees across multiple platforms. Hellmann’s Mayo: Replacement link provided. Cilantro: No replacement link provided. Grillo’s Pickles: Nothing.
Bad service
I had paid for Instacart in July. The website wanted to update. The update never worked because they said my phone was to old. They would Not refund my money. Instacart said I could order on Publix.com but that doesn’t work anymore either I’m disabled and need the service even though they charge extra money on purchases and service fee with every order. Publix claims to have no way to fix this for me. Sad
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Ridiculous
Horrible there are fees and stuff that they don’t tell you about or show proof just stealing money refuse to give your money back, I will never use the app again I’ll just go to the store
Out of stock items
You would think a store could electronically keep track of what items are in stock
Excellent app but latest update causing issues
April 2026, iPhone 15 running the latest version. Suddenly when leaving a review I cannot see the box I’m typing into (it disappears) AND I have even lost the ability to paste in comments I typed outside the app because the comment box has gotten so small that even if I manage to click in it, PASTE never pops up as an option. Your app has always worked fantastically and this would be a minor issue but I really try to encourage delivery drivers with good comments so I’m hoping you’ll address this quickly. Thanks and keep up the good work!!
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Unreliable
Each time I tried it, “30” is usually over an hour. Unless your order is very large, don’t expect it to be delivered at time
Add option
I used to be able to add items before shopping began. That option is no longer available. It was also easier to add replacements but that’s not very easy to find either. I liked the app from a year ago better than this version.
Worst Grocery APP EVER
Do you remember the Tootsie Roll Pop commercial of yesteryear? Well, Mr. Owl, how many steps will it take to simply click on a coupon then add it to my list next look it up in the store then cross my fingers that it can be added to my cart for pick-up or will I be routed to expensive Mafia prices InstaCart and on and on and on... Publix is my store of choice and they have prices that are higher than most with stores throughout the world(ever watch Below Deck)so why can I not simply use their APP to buy my groceries in the store and pick them up in the parking lot without 18,000 useless steps and 18 wasted hours!!!
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IMPOSSIBLE to contact help for app issues
Sure, if there’s an issue with your order you can do that immediately. But nowhere can you tell the developers that the suggestions are no longer working.
BOGOS
Bogos aren’t working?
Do not download
I have placed orders on app over the last year, and it has gotten progressively bad. Specifically, twice now it took 40 mins or more for a shopper to even be assigned. The first time I canceled the order after contacting customer support and they didn’t have an ETA for a shopper to be assigned after I paid extra for priority delivery. The second time, a shopper was assigned immediately. I’m waiting on an order now that will arrive 2 hours after I placed it, and as soon as it arrives I’ll be deleting this app for good. Better to get those steps and miles in and go to Publix!
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Poor Service & app not user Friendly
If you’re able & or have the option available: you’re better off going to Publix and getting your groceries yourself
