Complaint: Unfair Compensation For Faulty App

on 12 December 2020 about Instacart in category Supermarkets / Grocery Stores

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My complaint:

I had been trying to reach support through the app but I guess that has been down for weeks with no assistance for shoppers. I got 2 orders at Costco this morning and went all the way to the store, just for the app to keep saying I was not at the location, I tried everything but to no avail, the batches were however removed from my list and I was not happy and believe I should be compensated the total pay for this order which was $46, Since it was an issue on the App and not by any fault of mine.

It is very sad as there is no support for shoppers and some of us see this as a source to earn a living but Instacart has made things very hard in terms of support. I was stuck at Costco for over 15min just trying to start my order. Also there is only one Costco in my city, which makes it more interesting to why the app will say I was not at the location.

I reached out to Support eventually after another shopper informed me that their chat window was hidden and I needed to search ‘Alcohol’ on the help centre before being able to find support, which I find ridiculous. I drove 10km to the store and another 10km back home without any compensation, the customer service rep I spoke too mentioned that the maximum pay they could provide was $5 which I find insulting.

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Justified complaint?

Suggested solution:

They should compensate me for the full amount of the order which is $46 .

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