Publix Delivery & Curbside

I am extremely disappointed and honestly disgusted with how Instacart’s policies and procedures were handled in this situation. I have completed over 96 orders with Instacart and have been a loyal customer, so I expected a much better level of understanding and customer service. While I was vacationing in Miami, I accidentally placed an order without realizing until the last minute that my account was still set to my Miami location. As soon as I realized the mistake, I contacted the shopper and explained what happened. Unfortunately, the shopper had already started shopping, and I was informed that I would still be charged a $15 late cancellation fee. What is especially frustrating is that I received absolutely nothing from this order, yet I was still charged $15 for an honest mistake. I understand that policies are put in place for a reason, but there should also be reasonable exceptions and discretion, especially when dealing with a long-standing customer who has placed over 96 orders with your company. This was not a situation where I carelessly placed an order and simply changed my mind. I was traveling, the location was incorrect, and I immediately tried to correct the mistake once I noticed it. I even communicated directly with the shopper during the shopping process. Charging a loyal customer $15 under these circumstances feels extremely rigid and shows very little consideration for the individual situation. Customer service should not simply be about repeating a policy; it should also involve reviewing the circumstances and determining when an exception is appropriate. I have spent a significant amount of money with Instacart over the course of my 96+ orders, and it is extremely disappointing that my history and loyalty as a customer appear to mean nothing when it comes to resolving such a small issue. I am requesting that the $15 cancellation fee be refunded as a courtesy. More importantly, I hope Instacart takes a closer look at how these situations are handled, because policies without any room for reasonable exceptions can easily cause loyal customers to take their business elsewhere. I am truly disappointed with this experience and expected much better from a company I have consistently chosen to use.

I wanted the tip my shopper an additional amount. The site has your tip was 2.00 I would like to add to the tip. If I entered 1.00 thinking it was a total of three I’d be wrong. It actually reduced the total tip to 1.00