What I have Learned as a Instacart user
There are things you need to be aware of regarding instacart before you use it, and while you use it avoid issues listed below. Some of this is opinion and suggestion, but overall it seems lessons learned.
Take time to read this and feel free to reshare to educate others; newbie and for those using it less than 2 years.
And if you are at Instacart, pls share the "suggested" changes and upgrades internally to make this a better platform for customer/users.
Users, If you like some of the instacart ideas for changes, pls email instacart and let them know.
I started using Instacart during covid era. Have had over 20 deliveries and want to share things I have found out and realized. I hope it helps you, and saves you some frustration or grief.
1. Improved services
In the past and during covid era there were several issues the company dealt with (*i researched BBB). Instacart seems to have improved on prior issues. Any problems or issues you may have had in 2020, are likely no longer issues in 2023. The app has even undergone changes, and some i noticed even this month. This is good 👍
2. Reschedule, never cancel an order.
Avoid months of not receiving your $funds back for a cancelled order. I have horror story on that. So trust me... never never cancel it.
Do not cancel the order. RESCHEDULE IT for a much later date. Then you should be able to reschedule it again (when you know for sure "when") to a more sooner date when you want it delivered. IF there are things in that rescheduled cart you no longer want or need, you should be able to go in and edit it, and of course add new stuff.
Call instacart for all reschedules, since shopper reschedule requests only push the order to later same day. :/
Update: took 3 months to get one of two refunds back. And that was after "countless" follow up with insta, and the bank.
3. Tip adjusts but custom tip doesnt.
(Currently) You cannot change the tip after you place the order. You cannot "add more tip" to lure a gig shopper to take your order.
The tip you give will adjust if you select %.
If you select a % tip say 10%... then if you remove items or add items that tip % (in dollars) will change. If you're tip at order was 5.00 and you added some more items, the system changes the tip to adjust to the new higher total. It could be a 6.00 or $10 tip based on new % (from retail order reciept cost).
But, If you select custom $ tip, and instead of the $3.22 (10%) you change it to flat $3.00. Or if it was $7.55 at a % but you change it to a flat $6.00... but then you add 3 or 5 more items to the order, ((after you placed the order, [during the 30 min "add more items" grace period]))... your new retail total raises by $15 but your tip stays at $5.00 😬. (So tip well afterwards if it changes)! If you feel it should change.
If you are on a budget and are not well off financially, be aware of a custom tip pitfall. Be wise.
For orders under $125 (or under $55), if you change the tip to a custom tip $, you might not get shopper, (or be delayed, delayed, delayed till someone picks it*).
But for orders over $150, without heavy items (like water cases) your adjustment of the tip from a suggested $25 tip to a custom $7.50 might be ok. But for heavy items, be considerate of the work theyre doing and tip decent. Its okay to add more to tip after job, but to get a gig worker (shopper/driver/deliverer person) to take the job, just think thru the tip before deciding on the min. amt you would offer as tip.
Note: They do now get additional money from the company via two fees instacart adds besides the tip (bid). It includes $ for benefits and for meeting minimum wage. So really you are paying the shopper much more than the tip (job bid) money.
4. Multiple orders happening
Shoppers tend to do 2 to 3 orders at the same time at the same store, so your tip and others tips are added to that shoppers wallet for that hour of shopping. Sometimes you are the only client tho. This is why you have option for priority delivery (for fee) or delayed delivery time. They have multiple orders in their vehicle, and usually go to the closest client first. Which is why the system has a est arrival time.
4b Cannot trust the arrival time.
Same day order can be 20m to 1.5 hrs early
Next day delivery, 2 or 3 hr window, can arrive 1.5 hrs early.
Recommend assuming theyll arrive 1.5 hrs before you expect. They may be on time.... or faster 😊.
It will vary. Theyll likely start the shopping 30 min before the 1st hour delivery time of that 3 hr window, and you need to communicate about swaps and delivery stuff, so plan that accordingly. Also pay attention in the 3 hr windows, you dont want dairy products and meat left on your porch for 2 hours unattended if they deliver earlier than you expect. Expect anytime in that 3 hr window.
And if your phone notifs dont alert you cuz of a older or a cheap phone, stay on top of it by glancing at the chat area often.
The priority delivery can be 1 hr 15 min early, so be aware and plan when to be home or at the door for recieving it.
5. Capitalism and Tip System
It is really a bid not a tip. I think they call it a tip so you will give more after items are delivered. Bids are a 1x amount. Theyre playing games by calling it a tip which shouldnt be legal. Until that changes, note if you put too low of a "tip bid", you wont get a shopper most of the time, and 👉 your order will be pushed by the system. So even if you choose 2$ extra for priority delivery, you can be pushed back* an hour, and another hour etc. And instacart has a tricky thing where if orig promised time was 7:20pm but it pushed you to later time, a tiny notif will roll by your screen saying something like your priority fee will be waved if a shopper doesnt "take" the job for your order by 7:20pm. And then they try to assign someone, but might *still* push the order to another hour or 2 away. So it is a little deceptive, but that only happens when you give a low tip, or what the system perceives as a low tip. 🤔
They need to give a customer, after order is in system, an opp to "up the tip" amt if no gig worker takes the job after 30 minutes (for a asap delivery) or an hour (if you picked a 2 to 3 hr window). [But not a algirythim where they penalize you and push you lower for having a lower tip!]. A pop up should be added to note "tip might be too low, (for the time and expenses of shoppers in your area), would you like to adjust the amount?" If no, just let it roll until someone picks up the job. Or go to the store when you have time.
💥They def need to change the system (& contract) with shopper/driver to where "if the shopper is at the store or took another job for at that store, in that timeframe, and is within 10 miles of you, that the instacart company can add your order to the shoppers job". They might be a gig worker but this should be something instacart should do. At least add 1 to 2 lower tip jobs to the gig worker depending on how many they already scooped up for that timeframe. As this could be an order from a elderly limited income person, disabled or just poor who needs grocery help for whatever of 1,000 reasons. So this should be considered, and in the fine print of the gig worker sign up policy & legalize stuff.
Theyre already there and already got tips from other people. Plus they get part of the service fee (by State Law, to ensure they make at least minimum wage). Many of these folks (outside small towns) make $15 to $50/hr in tips (plus+ part of the service fees for those orders).
Instacart should change the system as noted cuz:
1. The person placing the low tip order might give more tip after the shopping is delivered.
2. Poor people should not be penalized for using a service thats discrimination; it is currently based on serving people with money who give big tips. As Gig workers take big bids over smaller ones.
3. Same issue for elderly folk on limited budget.
4. Same for those with serious diseases and health issues [that are stressed and medical costs are super expensive (on a regular basis) [and cant even afford those expenses], who may also need help being weakened &/or not able bodied.
5. Same for limited income folk who are disabled.
6. Maybe insta could add a "pay it forward" & a "tip gifting" for tips to others accounts (somehow, by donation field via typing another users phone number?). Both those you know and those you dont; but a neighbor, associate, or church member would appreciate not having to worry about tips occassionally, with such a feature.
7. Once a shopper takes the order, it is a contract. They should not be allowed to cancel the order and leave you in limbo awaiting some new shopper to pick up the job. Once they take it, they have to complete the order and deliver it. This needs to be in the contract.
6. Insta can improve for user buyer
A. Showing items you had in cart but removed, as suggested items next ordering time at that store
B. Showing of 2 stores who is cheaper for every item. 1. It might cause you to do 2 orders with fees but if cheaper for you why not. 2. shoppers benefit from that too.
C. Would be good if they linked to krazycouponlady, manufacturer, and store weekly deals so together insta can recommend a swap to you instead (better price). You can choose it or decline. Perhaps you only like that brand, perhaps the cheaper one has too much sodium, sugar etc. But if you choose the optn that saves $... insta system adds the manuf coupon or store discount sale. >> this can be an opt in feature for those who actually stay alert / active on app during the shopper shopping.
D. Allow us to remove items from previous ordered Buy It Again tab, sometimes we try a new chip or product and its a no go. We dont want to mistakenly reorder that one. Or One you found later might have lower sodium or sugar and dont want to mistakenly buy that prev one again. Or even if using family cart dont want your family to find condoms (or any sexual product) in the previous ordered area.
E. Some phones don't seem to be giving audiable ding notifs and I am not sure why. It doesnt make sense to not hear a ding so you can respond to shopper communication.
F. Other?
7. Rewards card linking
I had problems for quite a while linking Ralphs shop rewards card number (which uses kroger log in) to instacart ....and needed kroger support (human agent) to help me.
>they have to link rewards card # to the acct, then you can go in to kroger.com and add the rewards number on that screen 🙃.
>Then go back to instacart and link the account.
7b. Reasons to link rewards cards... !
*you save money
>look at the reciept the shopper puts in your bag, abd ensure what your bank account shows was charged, is what was charged on reciept (plus insta fees). You should only be charged retail cost vs what insta shows on your digital instacart reciept
* the shopper will get your store rewards on their rewards card but you somehow arent getting the discount (see above) and they get your fuel/gas rewards 👀, not you. As they use their rewards card on your order.
8. Extra money in Hold
Instacart has fine print at Order Placed page that shows theyre holding addl $ from the order. The reason is likely:
> for additional tip you might give the shopper/deliverer (after delivery).
>for bag fees at store.
>in case you add a few items (during the grace period) after placing order. [We all can forget 1 or 2 items]
So your bank might show Instacart $80 hold charge when you ordered $58.50. The money that wasnt charged at the store "check out" counter, will return to your bank acct. I think usually in 3 days, maybe 10 days at most. Check it to confirm/track.
9. Photo assistance
Insta has a new feature i noticed. A newer shopper mistakenly selected fluffy lettuce instead of Napa Cabbage. I wanted the cabbage for soup and to make crispy korean cabbage "pancakes". But had shred cabbage on hand for the week so the mistake was ok. The help in the order area of app had me take a photo and show wrong item. Pretty neat. Glad they have the feature cuz it might be important No biggie
10. No item you wanted?
If shopper sends image of a slim pickins shelf, or is not finding the item, and you dont want a diff item, ask them to "refund the item". Sometimes the shoppers actually do not understand when you say you dont want it then. They might be new, distracted or whatever, just be kind and ask for the item to be refunded.
10B. Beware the swaps area
When you place order the system alerts you due to probably low stock. They dont tell you that when you add to cart b4 check out 😑. When you get to that screen, IF you do mark an alt item... that item preference stays in the system. You have to remember 🙄 to go back in manually to that section [at next order 🙃] and delete that preference (move back to shoppers choice) to undo that. It doesnt reset with every order.
Same with notes you put on an item.
It's fine if you labled a cold item "pls pick furthest date" but for some things you might have a note (ex.) for a beverage "swap this item for peach flavors" since the peach isnt in the app but you know it is a standard stocked item the store usually has. Maybe you want the orange one, so you need to delete that note. It doesnt reset with every order. You have to remember and intentionally go modify that note. 🙃
11. Swap prep
Just like groc list prep or giving your spouse or mom some direction you will need to do so with the shopper too.
Before the order is in progress instacart typically asks you for swaps sometimes if an item is potentially not going to be on shelf when shopper gets there. Instscart suggests some items before you pay/check out in the app... but other times it doesnt.
*I asked for basil plant but it was out. I already saw there were 4 other basil options (when i searched basil), so i screen shot those in case i needed to send in app to shopper, and i did. The store had 1 other basil plant, but since it was covid era i decided either the small enclosed package or the puree in a tube was fine. Shopper was able to get what i needed.
*i keep alt images of items in a instacart store folder on phone just for that purpose. And the shopper might show you an item suggested for swap that the app didnt suggest, so you can go into the app and choose other swap item (while theyre shopping) and type it in and add it. And save that item into the phone's image folder.
* i also note on each item in the cart where it matters preference info. I will note "do not replace" or "ask about a alt swap if needed". I do note on produce or melons "do not swap". Because once i had really wanted a honeydew melon, and shopper swapped for cantelope w/o even asking me. > That note remains in the system on that item for future buy so edit it at each weeks order to ensure it is accurate request for that order. 👍
11b. Swaps notice
Instacart has some items hard linked to an alt item.
I found that out today by chance, during an order.
So to the above note about swaps...
Make sure you note in any applicable product "item" any important notes (via the shop cart) before checking out.
Examples:
*please wear gloves in produce area
*if not avail, swap for xyz
*ask for swap if not avail, client has food allergy
*if not avail, swap for 2x of xyz
And anything 👆very important, note to shopper in app chat when they take the job for your order .
12. Credits$
Appears theres a new feature where insta doesnt keep a credit of money in your account to use on future orders, but somehow holds it till it reaches $25 then they send a visa giftcard of that amount. I can understand that because i dont think their system is set up for an store check out to take 2 payments for 1 transaction (insta credits and your payment card). But persinally i dislike the visa card payout thing. They should have a way to just refund to the charge card instead of credits, but likely cists them to do so, but its their error so 🤷🏻♂️.
13. If your shopper checked out, and when order is checked out but the contact disappears from your store area where you chat... go to menu and orders in main app area, and click on that shop order, the map and chat will pop up.
13. Delivery suggestions
If you live in an apartment or community where it is easier to drive into the parking gate than for delivery person to lug everything to you from a distant location (like a buzz in gate at the front), make sure to tell them that in chat... as soon as they check out. And give delivery direction info for onsite, cuz only 2 drivers ever read the Delivery instruction area built into the order 🙄😑. And if you need masked contactless, or/and a "knock" request, note it.
Be careful at night!
I had one guy deliver emergency electroylte water and a thermomiter at midnight (cuz my dumbself accidentally ate a moldy cheese snack, and because I have cancer, that could put me in hospital and i could actually die from that 🥺). So i specifically told him 🙄 in chat that "at arrival to leave it at the door, knock and depart." He knocked and i said thank you. ....i waited 30 seconds or so, didnt hear him leave, [seriously thought to get my gun for protection cuz something didnt seem right (and I was alone that night)]. I can hear a pin drop at night in the hall, so I would hear him walk off. But i heard nooothing. Then all of a sudden he said "Do you want me to carry this inside? 😳😳😶 im like 👀wth, nooo. I said "No...., thanks". And waited for him to leave the small bag on the floor at the door and go. I didnt hear him leave and was really upset, cuz it seemed OFF and 🤔sounded (in general) like he was trying to get access to my apartment! I waited like a min. Looked in peekhole, no one anywhere near there. Thought he finally got a clue and left. Put my mask on, creeked the door open.... and dude was right there in front of the door!!! Im like 😯💭 wth! Snagged the bag and closed the door quick. I shouldve listened to my gut and got my gun. I will always do so in future. What kind of midnight insanity. Dude didnt even have a mask on! Overall, Completely outrageous.
*many dont realize some folk live in bad neighborhood, esp apartments. Thieves everywhere. Since 2000 you cant trust any neighbor, even our newspaper got stolen for yrs daily and any packages. Depending on where you live that could be your issue, so in that chat, ask them for a "Knock" request.
*These folk dont read the delivery instructions and will instead do things the hard way. 95% of the shoppers parked on street and had to go buzz gate, & thru a 5 min maze to get here... when they couldve drove in to & walked up the inner stairs thats right near our door, and easy pesy delivered. Instead humped it and sweat, and wasted time in the maze, (or the one guy with a heavy collapsable wagon who carried that up the stairs 😬😔, and got lost in the maze) when they couldve been done and gone had they listened. I even texted a simple hand written map, after check out, and they dont use it. (Too many of them are in a rush mentality vs dealing with one task at a time.)
* if you need to get delivery before its stolen...set a timer 10-15 min before you est delivery time, and check them on the app map, and go wait at the door.
B. Insta needs to allow 3- 5 min chat after order placed. If you notice missing item you can say. "Oh! Did the baking sheet/strawberries fall in the seat in your car? Theyre missing. Pls check before departing." Not everyone lives in a house, most are in a apt complex or gated community. Idky they changed the chat to cut off immediately after "delivered" notice, and you lose the item and hassle to contact and report missing item... and insta isnt gonna send them back to you. You might need that item today. I did!
14. Wha'd u Get?
Make sure you go thru all the items at delivery.
I have found that sometimes the shopper mistakenly puts a diff customers products in your bags at delivery. They have temp controlled units in the vehicles (do not know if its a company item or a cooler with ice). I got 2 orange juice bottles once, and the limited edition bakeware item i reallyyyy wanted was missing from the bags (and not carried by the store since).
*if items are missing, go report it in the app. Theyll give you a refund on that amt (likely before their daily batch out).
*i was exhausted one day, when order arrived i only wiped and put away the cold items, left the rest for the next day, but one bag only had onions so i just left it in the bag. Wrong. I mistakenly reported 2 small produce items. Got a credit, and realized the error 2 weeks later when i finally moved those onions... 😬. So i called support to make sure the shopper wasnt dinged for it (he wasnt), and to ask instacart to reverse the credit... which they couldnt as it had been passed the time the system allows for that. My bad 🥺... i told them i would make sure to prevent that error for sure in the future.
*i think i saw the other day a new way for you handle the error: to go swap a wrong item out at the store yourself, if you want to. Im not able to go out due to serious health issue, so thats a no for me till covid dies. [Theres still 12 million people in CA who currently have covid 😬😔. May 2023]
15. Rate the Shopper
After the order completes, you went thru the groceries, and ensured you received everything...
You can rate the shopper. I heard on social media that instacart expects all 5 stars. Def not 3 stars. I feel 3 stars is sometimes valid but dont want to ding the shopper if they were really doing a great job.
*But that practice and expectation of 5 stars, or even 4 stars puts the customer in a bad place sometimes. You dont want to assume but have a legit concern, mull it over and give 3 stars.
Example: One time a shopper hung around by my apt door after i clearly noted "deliver knock and leave" (due to covid era and thieving neighbors), i counted a certain amt of time, then opened the door grabbed the groc...and a min later got a creepy text saying he saw me, and that he was just a few feet away and i was 😱😨. Cuz 1. because of a health issue, I needed the air safe when i open the door even while masked (my eyes are vulnerable to the air). 2. Idk if hes a creep. But the things he texted seemed like it. *I was alone at that particular days timeframe, and if he wasnt actually a creep i didnt want to report him. I gave 3 stars, and didnt know how to report back then. A shopper on social media noted he mightve stayed to update the app of job complete or/& loading the image to chat to show delivered. But in my mind... "deliver knock and leave" means just that. I cant safely get groceries if he is still standing there or nearby, and get them inside b4 a thief comes thru the hall. I did hesitantly leave the matter as the possibility that he wasnt a creep and was closing out the "job" on his phone. And it seems men are oblivious to these things, as well as serious issues during covid that affect those who have serious health conditions... and clearly noted as such in the delivery notes and the chat upon him taking the job.
>shoppers need to be aware of this kind of thing. And men seem bad at this. If you are a shopper reading this... Pls do better, and educate others in your social media and shopper groups.
Side note: Shoppers should not be sending a greeting text in instacart talking about "5 stars only or no stars". 🙄. Saw that once and was appauled. Do the work well, get rated well! Some see 4 stars as normal good service. 5 stars is only for way above and beyond, so saying such a thing to a customer as if a demand is ridiculous and instacart should not allow such a cohersing of a gig worker to a client.
16. Thank you note
When you rate the shopper you can include a short thank you note. Theyll read it and get encouragement boost for the work they do. Esp in covid era and flu seasons we should kindly note gratitude.
17. Tip
You can finally ,add to the tip" as the last part of the feedback. If you tipped them well at start you dont have to add more. If they did a great job and you want to add more tip, now is your chance.
Finally,
If you are not $ well off, and you use instacart pretty regularly, you need to be paying attention to what you are charged. See 4b above. Call them on it, hold Instacart accountable on this issue, as if not, then theyre doing it to everyone else, ..and taking many many peoples $$$$ money, [not taking only what is charged for the "retail" amt of the order at the store, is wrong]. Their service fee covers Instacarts profits.
Bonus: one thing i love is that they tie products to fda for RECALLS. How fantastic is that! I got an alert by email today for frozen fruit from mexico with Hepititis A.... and was so happy to see that notice, because it is a layer of protection for consumers like myself who dont watch tv or the news much and so this is so helpful!
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