Instacart

Complain About Instacart - learn how to file a complaint

Over 90% of Instacart's reviews on Trustpilot are just one star. Seriously, their score is a dismal 1.3 stars, and it's not just a few angry customers. The Better Business Bureau has logged nearly 6,000 complaints against them in the last three years alone. It's no surprise, with constant issues around surprise 'heavy order' fees, missing items that you still get charged for, and shoppers who seem to grab the first thing they see. Getting a refund feels like a full-time job. If you're tired of fighting with a chat bot to get your money back for spoiled milk or a bag of onions you never ordered, you're in the right place. This guide is for when you've had enough.

Official site: Visit Instacart

Published on 24 Jul, 2025
Olivia Harper, Content Manager
9 min read

Best ways to complain to Instacart

Tired of getting nowhere with the in-app help center? Here are the best ways to actually reach someone at Instacart who might be able to help you.

Contact Method Details & Availability Why use this instead...
In-App/Website Chat Available 24/7 directly in the app or on the website. For urgent order issues. This is their main support channel. Use it for immediate problems like a wrong delivery or missing items. Be prepared to be persistent.
Phone 1 (888) 246-7822 When chat fails. If you're stuck in a loop with a bot or your issue is complex, calling can sometimes get you to a human faster, but hold times can be long.
Social Media Twitter/X: @InstacartCare For public complaints. When you've tried everything else and are being ignored, a public tweet explaining the issue can sometimes get a faster, more serious response.

⏱️ Estimated Response Times from Instacart After Complaining

Immediate to 24 hours, but getting a real solution? That's a different story.

Method Expected Wait Time
Phone 5 - 45 minutes (hold time)
Email 24 - 72 hours (if a ticket is created)
Chat Immediate - 20 minutes
App Immediate - 20 minutes

🔍 Tips to Get a Quicker Response from a Complaint

  • Have photos ready. Before you even start the complaint, take clear pictures of the wrong item, damaged goods, or spoiled food. This is your strongest evidence.
  • Use keywords in chat. If you're stuck with a bot, typing phrases like "speak to an agent" or "human representative" can sometimes push you up the queue.
  • Know your order details. Have the order number, store, and specific item names ready. The less the agent has to look up, the quicker the process can be.
  • Be specific about the resolution. Don't just say "this is wrong." Say "I was charged $7.99 for the organic chicken I did not receive, and I need a refund for that amount."

How to Escalate Your Complaint

If Instacart support gives you the runaround or just stops responding, don't give up. Your next step is to take it outside the company.

Your best bet is filing a formal complaint with the Better Business Bureau (BBB). It's a public record, and companies like Instacart have dedicated teams that respond to BBB complaints to protect their rating. It's not fast, prepare to wait a couple of weeks, but they almost always respond. You can also consider a credit card chargeback. If you were charged for goods you never received or your refund request was denied, call your credit card company. Explain the situation and that you tried to resolve it with Instacart first. This move often gets a company's attention very quickly.

Email Template to Complain to Instacart

Subject: Formal Complaint: Unresolved Issue with Order #[Order Number]

To Whom It May Concern,

I am writing again to resolve an issue with my order from [Date], which my previous attempts through the app have failed to fix.

My order included [Describe the item, e.g., 'two cartons of organic milk'], but what I received was [Describe the problem, e.g., 'only one carton, and it was spoiled.']. I was still charged the full amount of [$Amount]. Frankly, having to spend my time chasing down a refund for a basic error like this has been incredibly frustrating.

To resolve this, I require a full refund of [$Amount] to my original payment method.

Please be aware that if this is not resolved within the next 48 hours, my next step will be to file a chargeback with my credit card provider for the incorrect charges.

Thank you for your prompt attention to this matter.

[Your Name]

Additional Helpful Tips to get Your Complaint Resolved

  • Always take pictures. No, seriously. Photo evidence of wrong items, damaged goods, or even the receipt is your best weapon. Without it, it's your word against theirs.
  • Don't accept credits if you want cash. Support will often offer Instacart credits as a first resort. If you want the money back on your card, politely but firmly insist on a "refund to your original payment method."
  • Screenshot the chat. If a support agent promises you a refund, take a screenshot. I've seen people on Reddit mention that the promised refund never appeared, and having proof of the conversation was the only thing that saved them.

Let Pine AI Help Raise the Complaint to Instacart

Tired of explaining to an Instacart chat bot for the third time that you didn't receive your avocados? Or waiting on hold just to be told to go back to the app? Sound familiar? Pine AI handles the frustrating back-and-forth for you. We'll take your complaint, navigate their support system, and manage the follow-ups until you get the resolution you deserve. No more waiting for an agent to 'review your order details' or getting stuck in an email loop that goes nowhere. Let us deal with the headache. A total time-saver.

Frequently Asked Questions about Instacart Complaint Filing

What if Instacart doesn't reply?
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Can I escalate my complaint legally?
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Are there lots of people leaving Instacart?
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Is this the right phone number to contact Instacart?
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What's the easiest way to cancel a subscription with Instacart?
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Other ways that I can contact the Instacart?
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Why did I get charged a 'heavy order fee' for a bag of chips?
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Olivia Harper

Olivia Harper

Content Manager

Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.

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