So, I had an order that was supposed to arrive within a certain delivery window, but no shopper was assigned. I reached out to support via chat but waited over 20 minutes with no response. Frustrated, I called their support number. The agent assured me the order would be on time, but I pointed out that no shopper had been assigned and the delivery window was already missed. She put me on hold for a few minutes and then confirmed what I already knew—no shopper had been assigned. I asked if I should cancel or wait for a shopper, and she said, "I don't know." After another long hold, she finally canceled my order and said I'd get a refund in 10 business days. I asked if I could get a credit instead, but she said no. Instacart is too dependent on available shoppers, and while I get that, they need to give better info and not charge for orders that can't be delivered. Ten days for a refund is way too long. They gave me a $5 credit for the trouble, but honestly, Instacart’s customer service is really slipping.
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