Do you mind if I ask what went wrong? Just random curiosity as we really love this service.
I’m not the OP, but, after our last experience w/ Instacart, I swore never again. Whether or not I’ll be able to hold to that or not, we’ll see.
WARNING... long story ahead!
Even though there’s a crazy high markup w/ Instacart, I’ve used them before, &, while there have been occasional mixups, it’s been mostly fine. And I appreciate the convenience of having groceries delivered to me.
When the pandemic began, one of our local grocery stores started curb-side service similar to Walmart. I like Publix better, but, because this particular grocery store offers curbside, I’ve been doing all our big grocery orders through them.
Publix now offers curb-side as well, but it’s through Instacart - which means there’s a pretty significant markup on all the products. So, since the other local grocery store does curbside & only charges a $5.00 convenience fee, that’s what we‘ve been using.
Anyway...
In July/August, we rented a condo on the beach. We didn’t want to go out to eat due to the pandemic. The beach-town to which we were traveling has Publix, so, on the drive down, I went ahead.& did a Instacart service for curbside pickup for after we got to the condo & got checked in. Everything went fine.
We stayed about 10 days, &, mid-way through our stay, we had to switch condos due to the condo availability. So, we checked out of one condo, packed up all our stuff, & then hung out on the beach until check-in time of the next condo. Knowing that we were going to have check-out & then check-in, we had planned our groceries & meals accordingly - so that we wouldn’t have to try to keep food cold while we waited to check in to the 2nd condo.
So I did another Instacart for curbside pickup for after we had gotten settled in again. I placed my order that morning around 9:30 am for an early evening pickup (6:00 pm).
Well, about 15 minutes before our scheduled pick-up time, I got a text message from Instacart saying that, due to the volume of orders, my order had been delayed & I wouldn’t be able to get it until the afternoon of the next day... After the initial confirmation, that was the only notification I received.
Because we weren’t going to any restaurants, I had stuff for dinner that day & breakfast the next morning in my order.... so we kinda needed it that evening & NOT the next day. Even though we were trying to stay out of grocery stores, my husband & I decided we’d just go ahead shop the order ourselves.
However, when I tried to call & cancel my order, I couldn’t cancel the order because it had already been processed. The poor manager at Publix was willing to shop the order himself for me, but, due to the Instacart procedures, he couldn’t.
I talked to a few different people at Instacart & finally got someone who was able to cancel the order, but, because they had apparently already charged my card even though the order hadn’t been shopped, they couldn’t refund my card for 7-10 business days. And to get this accomplished, I was on hold for about 45 minutes.
I‘m slightly ashamed but I went all “Karen” on the phone & swore I’d never use Instacart again.
We’re going back in a couple of weeks, & my husband asked me if I planned to try Instacart again.
I don’t know. Maybe? LOL!