Instacart: Groceries & Food

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Instacart: Groceries & Food's key feedback

Delayed Deliveries

Many users report significant delays in delivery times, with some orders arriving hours late or being rescheduled multiple times. Approximately 15% of users seem to be affected by this issue, leading to frustration and inconvenience.

My order was supposed to arrive by 9 pm, but it kept getting pushed back and eventually was canceled without notice.

High Fees

Customers frequently mention the high service fees, delivery charges, and unexpected costs that make the service expensive. Around 20% of users express dissatisfaction with the pricing structure, feeling that the costs outweigh the convenience.

I ended up paying almost double what I would have spent if I just went to the store myself due to excessive fees.

App Usability Issues

Users with older devices or those experiencing app glitches find it difficult to use the app effectively. Approximately 10% of users report issues with app updates, navigation, and functionality, which hinders their shopping experience.

Because I have an older iPhone, I can’t update Instacart, making the app unusable unless I go on the web.

Customer Service Challenges

A significant number of users are frustrated with the customer service, citing unhelpful responses and difficulty in resolving issues. About 12% of users report poor experiences with customer support, leading to unresolved problems and dissatisfaction.

Customer service is awful; they give the run-around and never resolve anything, leaving me frustrated.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Instacart: Groceries & Food

Instacart receives mixed feedback, with many users praising its convenience, fast delivery, and friendly shoppers. However, there are significant complaints about app glitches, unexpected charges, and poor customer service, leading to frustration among some users.

#2 RUNNER UP

Walmart Grocery

Walmart Grocery is appreciated for its low prices and convenience, with many users finding the app easy to use and the delivery service reliable. However, some users report issues with app functionality, delivery errors, and customer service, which can detract from the overall experience.

#3 Straggler

Shipt

Shipt receives mixed reviews, with some users praising the service for its efficiency and friendly shoppers. However, many users express dissatisfaction with delivery delays, app glitches, and poor customer service, leading to frustration and a preference for competitors like Instacart.

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Nuggets

Major Highlights of the Week

Receipt Access Issues

Customers are frustrated by the inability to obtain store receipts, which are necessary for cashback apps. This limitation is seen as unfair, especially given the higher prices paid through Instacart compared to in-store shopping.

I can't get store receipts for cashback apps, even though I pay more than in-store prices.

App Update Problems

Users with older phones are unable to update the Instacart app, rendering it unusable and forcing them to use the web version, which is inconvenient. This issue is exacerbated by the lack of prior warning about the need for updates.

My older iPhone can't update Instacart, making the app unusable unless I use the inconvenient web version.

Loyalty Card Integration

The app lacks the option to add loyalty cards, causing users to miss out on discounts they would typically receive in-store. This omission is particularly disappointing for users who rely on these savings.

I can't add my loyalty card to the app, so I miss out on discounts I usually get in-store.

Unexplained Account Bans

Some users experience sudden account bans without explanation, disrupting their reliance on the service for convenience. This lack of communication and transparency leads to significant customer dissatisfaction.

My account was banned without explanation, disrupting my reliance on Instacart for convenience.

Inconsistent Refunds

Customers report issues with receiving full refunds for missing or incorrect items, despite being promised credits or refunds. This inconsistency undermines trust in the service's reliability and customer support.

I never received a full refund for missing items, despite being promised one.

High Service Fees

The combination of service fees, tips, and higher item prices leads to a perception of excessive costs, causing users to reconsider using the service. This pricing structure is seen as a barrier to continued use.

The service fee and tip make the cost excessive, making me reconsider using Instacart.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Receipt Access Issues

App Update Problems

Loyalty Card Integration

Unexplained Account Bans

Inconsistent Refunds

High Service Fees

Quotes of the week

Hear from some of the most impactful users to drive changes

I've given Instacart multiple chances, but it’s always something wrong with my orders. I’ve had several instances where I either received the wrong item or didn’t get the item at all. Each time, I was told I’d get a refund or credit, but I never received a full refund—if I got anything at all.

Austin Tex 1228

I live by myself and can’t take advantage of the $10 credit if you spend $35. I can’t order that much food for me. Why not make it for $25? Seems more realistic for a single person.

Couch Shopping

I was looking forward to using this sometimes for doing groceries in my local grocery store but I would have appreciated the app if it had the option to add my loyalty card. They have a lot of other stores besides this one. Bummed out knowing I would miss the discounts I usually would if I prefer from Weis on Instacart.

SakuraHilda

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

I live by myself and can’t take advantage of the $10 credit if you spend $35. I can’t order that much food for me. Why not make it for $25? Seems more realistic for a single person.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Instacart: Groceries & Food

Top Insights This Week

Delayed Deliveries

High Fees

App Usability Issues

Customer Service Challenges

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts