Instacart complaint: Incorrect Item Delivered and Returned

I am writing to let you know about an issue with my recent order placed at Staples, which was delivered earlier today.

The items I ordered are.
1. Apple AirTag – This was the right Item, hence I accepted it. Now it’s with me.
2. Logitech K380 Multi-Device Bluetooth Keyboard, Dark Grey – I haven’t received this item yet. The shopper brought white colour, hence I didn’t collect it. The shopper told me that, he is going to replace it.

After waiting for a couple of hours as the shopper didn’t turn up, I tried contacting customer care. The customer care executive asked me to write a mail to [email protected].

A customer executive by the name of Ankur replied to my email. He asked me to send a photo of the product. As I did not have the product with me(the shopper took. it back), I replied to him the same.

Later he replied We reviewed your request, and unfortunately, we can’t issue any refunds, credits, or redelivery for this order. If you had an issue with replacement items, you can avoid future issues by updating your replacement settings. Due to our Instacart policy.

After reading his reply, I felt like, unfair.

The mistake is from your team. I didn’t receive the item yet. The item is not on my premises. If I have not received the item yet, then why have you charged me?

Please try to understand my situation. Since morning I’ve been struggling to get my item/refund. I tried contacting customer care via phone more than 3 times. I appeal via mail 2 times.

I need my money back or I need the item.

I understand that errors can occur, and I appreciate your attention to rectifying this situation. If there are any additional steps I need to take on my end or if you require further information, please let me know.

Thank you for your understanding and cooperation in resolving this matter. I look forward to receiving the correct item at your earliest convenience.