Instacart complaint: No Resolution- “Text Tag” NIGHTMARE

I’ve been with Instacart well over a year. Our household spends roughly 4800k a year with them. We are both senior citizens, no family nearby and physically disabled. Instacart had been a GODSEND on so many levels.

Until yesterday around noon. I tried to place orders at the two stores we use. Yes, I double checked our funding sources and we have adequate funds. The App behaved normally until I hit “complete order”

A screen popped up with “Something went wrong with placing your order”…..I then entered The Portal of Customer Service Hell” – no exact cause on either mine, or their end, just “Something”.

Customer Rep 1 – Bakji – fantastic attitude, had to put me on hold several times but then told me that I should : Clear my cache, log out then back in and to double check my funding sources- and in about a “hour you should be okay”

I did exactly as he said. One hour later I tried again.

Same red error message.

2 Female Customer service Rep – we went through the whole story again. She was also very courteous and I told her what Bakji had told me. She apologized and asked me to send a screenshot then try again and this time – to delete the app entirely, clear my cache and start over with a new account – and in a “hour the problem will be fixed”

Again – I went through the whole list – BUT – apparently I cannot create a NEW account because both our emails bring up the message “You already have an account” – so, just to be on the safe side, I changed the codespasswords on the account, did likewise with our funding accounts – waited an hour and……nope.

At 8:30 pm, I received a text message asking me to send screenshots- from an entirely different Rep. I did so – the reply was “Someone will get back with you in two hours. No one called and I kept repeatedly checking my texts. I got one more text, from a different rep – wanting yet another screenshot.

WHAT THE $@$!! Is going on? We have LOVED this service but now, I’m really fed up. We’ve a news channel here for customer complaints on our NBCCBS affiliates and I guess I’m going to have to really make a stink.

The reps have a great can-do attitude but if they can’t fix the issue or bring in a higher up who can, I don’t care if they send me a dozen smiley faces and apologize until they turn blue. This has been 12 hours of “Pass The Buck and Try Again”