Complaint: Overall worst service

on 07 October 2020 about Instacart in category Supermarkets / Grocery Stores

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My complaint:

My family went on a weekend trip for my son’s 8th birthday. I thought let me order instacart the night before since we want to make the most of our time together. My order was scheduled to arrive between 10:30am to noon. I was communicating with my shopper and asked when the expected time was for my delivery since it was nearing noon. No answer. Instead, I receive an automated message changing delivery to 12:45pm. I called to verify with a rep since my shopper wasn’t answering me. Rep verified time. At 12:53pm, I was told by my shopper that my groceries were delivered and refused to let us know where they were delivered. They were not. My husband drove around the area looking for our groceries. Then shopper claimed order disappeared after communicating with her since 9 am. I spent 2 hours on the phone being “disconnected.” No groceries, no supervisor, no resolution. It was a horrific experience that ruined my plans for my son’s birthday. I experienced the worst service from the shopper, the customer service representatives, the website, the phone service, and ultimately never reaching a supervisor. There was no resolution and my family suffered due to it. I spent hours on the phone trying to figure out what the situation was, only to have them reset my order to be delivered for 8 pm. I cancelled the order. We were leaving the next morning. Absolutely horrible experience.

0 0 vote
Justified complaint?

Suggested solution:

Hopefully improving their service for future customers. I will not be one. They could pay for my weekend trip, the convenience food purchase, and all my groceries for a year.

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