I had app issues and contacted a care agent. The care agent then never answered the request in chat. I was kept waiting for them to answer chat so I would know I had been acknowledged. However, the care agent took care of my issue but kept the chat unanswered. I had no idea if there was problems on my end still or not.
I ended chat and tried to contact a supervisor, six different representatives; never got a supervisor.
I always thought complaints about representatives went to the supervisors. But I assure you instacart has no supervisors to complain or get a resolution from.
Once a representative is on chat, acknowledge the person on the other end.