Complaint Review: Instacart - San Francisco California

If you want to know what Instacart thinks of its customers read what happened to me.

On 1/31/2023 at about 3am, I woke up from sleep to discover I had gotten an email notification from Instacart that a new address had been added to my account.  I log into my Instacart account to find a new California address had been added to my account.  Over the next few minutes, two more notifications of this same type appear in my email inbox along with a notification that they have received my order.  I log into my account and see the order is being delivered to the new Carmichael California address (I live in Louisiana some 1800 miles away).  About that time, I get a notification the shopper was on his way to deliver the order. According to google maps, the store was only 3 minutes from the delivery address.  I click on the Instacart link to chat with the shopper so I could inform him that the order was fraudulent.  He completely ignored my pleas to stop delivery of the fraudulent order and call the police.  Instead, he delivered the order to the person who hacked my account and was awarded a $50 tip from the hacker. All of the charges including the $50 tip were all being charged to my credit card on file with Instacart.

About this time, I get fraud alert from my credit card provider stating someone was attempting to charge $120 on Instacart.

I tried to log back into my Instacart account so I could start deleting information but my password wasn’t recognized. The hacker had apparently changed my password.  When I went to the Instacart app the recover a forgotten password the app only would allow me to set up a new account using my email address.  Apparently, my old account has a new email address and had been taken over by the hacker with all my information. 

I tried to file complaint with Instacart but I got no acknowledgement that they have received my complaint.  So, I tried it again and again no response.  I used the fakebook messenger to lodge a complaint and I was basically told by the company representative that monitors the Instacart Facebook page to stop complaining as Trust and Safety will respond eventually.  A week later, I still have gotten no response from the Trust and Safety team so I lodge a BBB complaint. The sad thing is after I filed the BBB complaint, Instacart quickly answered the BBB complaint claiming they sent me an email, yet I never got one.  I finally get an email from the Instacart representative who responded to the BBB complaint. I email them all of my evidence yet I never heard anything back.  I continue to get the daily SPAM email from Instacart offering free delivery on my next order but nothing from Instacart’s so called “Trust and Safety”.  

I have a copy of the delivery receipt and a screen shot of the address the fraudulent order was delivered to. I know who the Instacart shopper was yet Instacart doesn't seem interested in investigating this obvious theft.  They never made any effort to refund me for the fraudulent charges nor even acknowledge the theft had taken place. Thanks to the foot dragging and general incompetence on the part of Instacart I’m sure the thief is feeling quite safe knowing he got away with this fraud.  Needlessly I have disputed all the fraudulent charges with my credit card company.

In conclusion I feel Instacart doesn't care about its customers and its platform is not secure.  I have deleted the app and I strongly advise everyone else to do the same.