Instacart Review – Our First Experience With This Same-day Grocery Delivery Service

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We were recently graciously offered the chance to try-out and review Instacart. My wife and I have actually never used any grocery delivery service – so we welcomed the opportunity and wanted to offer our take on their service.

What is Instacart?

Instacart was started in 2012 by Apoorva Mehta, a former Amazon employee. Mehta had previously started some 20 businesses before his eventual success with Instacart (can you say persistent?!).

The service began in Silicon Valley – but is now in 36 markets (as of 3/17), composed of 1,200 cities in 25 states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Indiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New York, North Carolina, Oregon, Pennsylvania, Tennessee, Texas, Virginia, and Washington.

It currently has plans to venture into Canada via Vancouver and Toronto.

Give Instacart a try (free delivery for first order)
Must have $35 minimum order to get free delivery.

Our first experience with grocery delivery

Instacart wasn’t the first home grocery delivery service to enter the market.

I remember years ago when home grocery delivery made its way into our city and thought, “how lazy does someone have to be to order groceries to their house?” and “why would someone want to pay more for their food?”

It seemed like such a novelty at the time – and my thinking was that it was only for those wealthy enough to afford such a service, shut-ins or busy parents.

But, as I’ve aged and discovered how important time is and how almost everything we purchase today has become “deliverable” – I’ve started to see a real value in home grocery delivery.

Though, I’ve really never given it a serious try.

So, when a representative from Instacart reached out to us and offered us a $50 credit – I was excited to give it a whirl.

What you’ll find when you first visit their website (or app if you prefer) is their focus on usability. On first visit, you’ll be presented with a pop-up box asking for your zip code and then also stores they serve (here’s a look at the Minneapolis market):

instacart homepage
A look at the Instacart homepage

Since Whole Foods is one of our main grocery destinations, we chose to pick some items from their store. Items are presented very simply and clear – and everything we searched for was available.

instacart whole food store front

We eat / purchase a fair amount of chicken, so we were pleasantly surprised to see they even had our packs of chicken breasts available to order.

Another great discovery was that prices were very much in-line with what we’d see at the store.

When we had filled our cart with the goods we wanted to purchase, and went through check-out, we saw a “service fee” that had managed to find its way into our total. There was also a link by it titled, “Choose”. I clicked on it and it gave me the option of waiving the service fee (of $4.95) or not. I thought that was interesting – and decided to opt-out of the fee.

service fee option instacart
Optional service fee at Instacart

Instacart has this to say about their service fees:

At checkout we show you the estimated order total, including all fees, taxes, and item totals. Changes to your order, such as replacing an item, may adjust the final total. The service fee is based on the final order total at delivery. 

It’s important to note the service fee is not a tip – but (as they say) “to operate our service and provide you with the best service possible.” But, it is an optional one.

While I didn’t see an option to tip on the order screen – tipping can be done when the shopper arrives with your groceries OR after delivery is made at the website or through the app.

Some Instacart shoppers have stated they don’t receive a tip IF the customer waives this service fee. Kinda strange, if you ask me and this is only speculation from what I’ve gathered on Reddit.

After we confirmed our order, a screen displayed showing us our shopper and the time when we should expect our order. Again, the whole ordering process was very smooth and transparent.

instacart delivery screen
Screen showing our Instacart shopper’s progress / delivery time

While our shopping cart was on the smaller size – the whole delivery took less than 1.5 hours. This was amazing to me. We also received email / text alerts on the progress and estimation of when we could expect our groceries.

All in all, the whole shopping experience was seamless and (even) enjoyable. The only issue we had was that we received more chicken than we had ordered. We expected only one package – and got three. I reached out to the customer service department (also well done) and they indicated we could keep the extra items – no charge.

Some things to keep in mind while shopping with Instacart

Here’s a couple things I would have liked to have known prior to using Instacart.

  • Have cash on-hand for tips. As mentioned, there has been some discussion as to whether or not shoppers are getting tips offered through the app / website if customers opt-out of the service fees.
  • Have a general idea of in-store prices. This is key to “saving” money via home delivery. No sense paying more for what you could spend if you just hoped in the car and went to your grocery store.
  • Time is money. If you are paying $5 in a tip and $5 for a service fee, what is the value for that in your time / travel of not having to go to the store?
  • Instacart does take some coupons / promocodes.
  • First order delivery is free. After that, you can expect fees based on your order size. All orders must be over $10.
  • Fees for busier times. Much like Uber, Instacart could charge more based on busier times of the day / season. But they also have a Instacart Express membership available which offers no delivery fees, no “busy-time” fees for orders over $35 ($149/year).
  • Sign up friends / fam, earn $. Instacart will give you up to $50 ($10 each) for every new referral you provide them who signs up and orders.

Have you used Instacart or another grocery delivery service? What has your experience been?

free delivery for first order

$35 minimum order to receive free delivery. All views expressed are our own. TTG may receive a commission on any sales made via the links above – at no cost to you. Thanks for helping to support our site.

Update 5/18/18: My wife and I used Instacart again and we were a bit surprised at all the fees we encountered. The tip is an optional fee you can pay but the service fee on top of service fees are what “get you”. In all we paid close to $10 in fees for our order just over $50. So, when deciding on Instacart, it is either a convenience for you, you have the money OR you are shut-in that needs this service. They also had to replace a couple of our items in our cart which we weren’t too hip on. I’m not entirely sure we’ll use the service again.

fees fees fees at Instacart

Instacart

8.1

Ease of use

9.5/10

Reliability

9.6/10

Customer Service

8.5/10

Performance

9.5/10

Cost

3.5/10

Pros

  • Groceries delivered to home!
  • Prices similar to in-store
  • Easy to use
  • Fast (as little as 1-hour)
  • Save time

Cons

  • Fees!
  • Sometimes can be charged a "busier time" fee
  • If you're picky, cannot hand-select items
  • Items will get replaced without your consent

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17 comments

  1. Bill carter says:

    Instacart over charge my credit card $17.00 and they could not explain the charge. The customer service informed me that they are not in the United Stated.
    Read other reviews about this company cheating other people. Just look at the BBB rating. INSTACART IS A RIP OFF

  2. Nancy says:

    OMG. I’m still in shock over my first time (and last) experience with Instacart. The communications with my shopper were fine but frustrating. Many items had to be replaced causing me to continually watch my phone for more messages from the shopper defeating my purpose of saving time to do other household projects. Groceries arrived on time but reeked of cigarette smoke! The driver’s car, who was also the shopper, was a disaster inside with stuff thrown all around my bags of groceries. The car reeked of smoke and so did she. Thank god my family does not have allergies to smoke. I had her leave my bags in my garage. She was not setting foot in my house. And did I mention she looked like a meth whore? Seriously. You should see the profile picture that was sent to me after the delivery soliciting a review. OMG. I showed friends and they thought it was a joke. Anyway, I had to quickly unpack my bags to throw them away because now kitchen smelled of smoke. Had to spray air freshener. Can’t make this stuff up! Never again Instacart!

  3. Robert says:

    Garbage service. They could care less about you or your orders.
    My last one was given to a complete stranger. Will never know what happened to my 2 gallons of Alkaline Water and Turmeric. I’m done!
    The worst possible service you could ever expect. Don’t fall for their BS, if you call on the phone. This company screams, Scam.
    Uber Trash.

  4. Lori says:

    Be very careful with Instacart. Many hidden charges. My free delivery grocery bill of $37.11 cost me $60.27. I will not use again.

  5. AnnieM says:

    you know how old I am? Old enough to remember there was grocery delivery back in the 50s/60s and before. When my kids were babies/toddlers, I often had my groceries delivered. There was a $5.00 minimum, which was sometimes hard to meet. (In 1959, my weekly grocery budget was $10.00 and we weren’t poor.)

  6. Kristina Combs says:

    I had a horrible experience with them. My order was supposed to be delivered within two hours. So they were supposed to deliver by 1:30 p.m., which was fine because my lunch guests were to be here at 2 p.m. At 1:40, I got notice that delivery would be between 1:30-2 p.m. At 2, groceries still were not delivered. I called Instacart, spoke with manager after 40 minutes on hold, who only said “sorry” and said he would have my order delivered to me within an additional 2 hours. My lunch guests started leaving since I was dealing with Instacart on the phone for almost an hour. I ended up canceling my order. I WON’T be using their service again. To add insult to injury, they didn’t seem to care that my guests were leaving and the only “remedy” they offered was to have my order delivered within an additional 2 hours, when the app said they had one hour delivery available. Very incompetent.

  7. Caitlyn Murphy says:

    DO NOT use instacart if you are a rewards member anywhere!!!!!!!!!! Instacart says it accepts and honors loyalty cards, but that doesn’t seem to be the case. For instance, I am a Kroger rewards member, and even though I give the delivery driver my rewards number, he or she always uses their own. Furthermore, instacart does not reflect the discount you get when the rewards card gets used. I was charged $76.88 when I should have been charge $53.08 after the rewards discount. I mean you have to pay $99 a year for the membership, the online grocery prices are higher than in store, and then they keep your rewards discount on top of it. Seems like a scam!!!!!!!

  8. Fernando says:

    I’ve stopped working for them as it is nonsense. Go work for Uber Eats or Door Dash where you can drop in and out as you please without punishment.

    Average Shopping trip takes about an hour and a half. You will be paid something like $15. Not worth it.

  9. Andrea says:

    My mom fines it hard to go shopping because walking is hard for her so she uses Instacart for her grocery shopping. She only had one bad experience when the shopper refuse to come into apartment building (55+ building) so she had to go downstairs to get her groceries & bring them up. She called customer care & received a refund for her service fee and she has not had a problem since. Occasionally I’ll have stuff delivered to her if she comes up short in a month and needs somethings before her next check. We live in 2 different states.

  10. Trisha says:

    I use to get groceries delivered from Vons.com until instacart took over their payment site and declines my card that every other site takes. Now i cannot get deliveries from local stores with reasonable/low prices, only option is speciality stores with prices 3x the cost which screws up my budget and without owning a car makes getting my needs met nearly impossible!

  11. Troy Bombardia @ Bull Market says:

    Here in Australia our grocery stores already do the home delivery. I tried it once, but didn’t particularly like it. You don’t always get the freshest of produce.

  12. laurajay says:

    I am without a car short term so I tried a grocery delivery service, (they offered free delivery for first time customers and a $25 off $100.) I was pleasantly surprised and will definitely use again, They produce was carefully chosen and my order delivered was exactly as ordered. It is definitely a time saver, and if I am not paying more- I am all for it.

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