Most people with busy schedules use Instacart to shop and deliver groceries. Since no delivery service is perfect, one might wonder what to do if they encounter a problem when using Instacart.
Keep reading if you would like to know whether Instacart has a complaint department, and how you can contact the company to lodge a complaint.
Instacart is open to accepting complaints from customers who have experienced some difficulties while ordering their groceries and other related issues in 2024. Customers can lodge these complaints directly by calling the customer care desk, logging into their account, using the Instacart app, or using official Instacart social media platforms.
For more information on how Instacart receives and deals with complaints, how to make one, the common types of complaints against Instacart, and much more, keep reading!
How Can I Make a Complaint to Instacart?
You can make your complaints to Instacart by calling the customer care desk directly, using the Instacart app, or visiting the company’s official website.
When you call the customer care desk, ensure that you give detailed explanations so that the customer care can give instant solutions, or give you a directive on how to resolve the issue.
If you choose to make your complaints through the app, you can do so by clicking on the 3 stacked horizontal lines on the top left, and clicking “Your Orders.”
Once you open the “Your Orders” field, click on the ‘Get Help’ section, and follow the prompts provided to report your complaint.
Alternatively, you can report your complaint by logging into your account on the official website.
If you choose the latter, start by scrolling to the bottom of the site’s homepage. and clicking the ‘Help’ section under the “Get deliveries with Instacart” categories.
The Instacart customer complaint department also provides a section where customers include a well-detailed description of the complaints.
However, customers are expected to practice a high level of honesty and respect for the company, while observing customers’ code of conduct as they make their complaints.
What Are Common Complaints Made Against Instacart?
The common types of complaints against Instacart include the following:
- Wrong orders: wrong orders are always reported when customers miss an item on their order, or receive an item not included on the order list.
- Payment issues: payment methods at Instacart stir complaints, since the company doesn’t offer an Instacart-specific credit card for quick payment easier checkout.
- Technical errors on the website: technical errors mostly occur during the logins, either on the mobile apps or via the company’s official website.
- Problems with gift cards: in circumstances where customers at Instacart order their items and make payments via gift cards, missing gift cards poses major challenges to such clients.
- Inadequate supply of products: inadequate supply of items has inconvenienced most of the customers at Instacart Company. This happens largely during seasons of influx buying or disruptions in the supply chain.
What Happens When You Launch a Complaint to Instacart?
After successfully launching your complaint with Instacart, the company carefully analyzes the issues, carries out its own investigation, and resolves the complaint.
Upon receiving a report on any complaint, Instacart strives to initiate a quick response to that matter.
If there are any credit or refunds involved, Instacart will send you a confirmation email immediately, and inform you as soon as other issues are involved.
It’s important to note that customers have up to 14 days to report any complaint about their order.
Can You Report Customers on Instacart?
Personal shoppers have the absolute right to file any complaint against any customer.
However, for Instacart to take any action against such customers; the shoppers’ complaints must be valid and relevant to the activities of Instacart.
The shoppers are also mandated to provide proof of their case by tabling receipts, showing what was purchased, and the requests made by the customers.
In the unlikely event that the shopper files a false claim against any customer, then the company shall deactivate the shopper’s account.
How Can I Contact Instacart to Make a Complaint?
You can contact Instacart for complaints through the following channels:
- Call the Community Operations team via 1-(888)-246-782
- Visit Instacart’s official website and log into your account
- Visit Instacart’s Twitter account and message your complaint
- Visit @Instacart (Instagram) and direct message your complaint
- Visit Instacart Home/ Facebook and message your complaint
- Use the Help Section on your app to report complaints
How Do I Send an Email to Instacart to File a Complaint?
In case the help section on the app or official website doesn’t provide satisfying responses to your complaints, you can email the company through email@example.com.
The company encourages customers to use this method when they have non-urgent issues concerning their previous orders, accounts, and any other related matter.
Ideally, sending an email should be an option after one has tried to reach the company through the typical means with no success.
Once you send an email, Instacart’s community support staff will respond as soon as they can.
How Can I Call Instacart to Make Complaints?
You can then call Instacart via 1-888-246-7822 and speak to a customer care agent. This method of communication is best if you expect an immediate response.
Customers are advised to seek support during the hours that Instacart deliveries are available, since the working hours vary from city to city.
Even though contacting hours vary from city to city, the phone number above is active 24/7, and the customer support representatives cover both customers and shoppers in service delivery.
How Effective Is Instacart with Handling Complaints?
Unfortunately, Instacart has faced poor ratings from its customers and shoppers, as reported by review websites.
For instance, the Complaints Board offers a rating of 1 out of 5. The rating results from the fact that only 2 out of 223 complaints by customers have been resolved.
Consumer Affair rates Instacart averagely, by giving the company 2.6 stars out of 5 stars.
Furthermore, Trust Pilot also gives Instacart a rating of 1.3, based on 6,524 reviews received.
Consequently, TrustPilot marks Instacart as “bad.”
However, this doesn’t justify that the company’s help center is paying less attention to the complaints raised.
Whenever Instacart feels that a customer was poorly served by its staff or personal shoppers, it cancels and terminates the account of the culprit.
Consequently, the customer gets refunded, or better items are delivered to them in less than two hours.
Instacart retail grocery stores value their customers, and hence welcome complaints raised by any customer or even the personal shoppers.
For this reason, Instacart offers procedures that one needs to follow to file their complaints against it any of their services. Complaints can be sent via the company’s app, website (through personal accounts), or by calling the customer care desk.