Wrong Item but No Refund for Delivery or Tip!
I placed an order for inflated balloons from Michaels, to be delivered 1-2 hours before my baby shower.
The balloons I received were not inflated. I called Michaels and they said it happens all the time; Instacart shoppers come in and say they don't want them inflated b/c they won't fit in their car.
The shopper, a woman according to the receipt, was supposed to ring my doorbell or call me to come down and collect the balloons. A guy delivered the balloons. I don't care who delivers but it's clear they aren't on top of their shoppers.
He never called or rang the bell. He just chucked them outside the front door of my apartment building. I happened to see him out the window and was able to go down and get the bag before it was stolen (as happens often in Chicago).
I had to leave my party preparations to drive to the store to have them blown up, at an extra expense.
I processed what I thought was a refund online, but turned out they only do credits. A nice scam, but ok. But I expected the credit to be for the full amount, including delivery and tip. It was for the balloons only. Why on earth should they keep my delivery and tip money when the item I ordered was never delivered?
I called Customer Support to see about getting my full refund. "Princess" took my call. I told her my issue and she responded with "Uh-huh". That's it. No apology, no offer to make things right, no explanation of anything. Just "Un-huh. So I had to ask her "Are you able to do anything about this?" She told me no, that I took the credit online so it was my fault and there was nothing she could do. When I told her I expected that credit to be for the full amount (delivery + tip) she started raising her voice and arguing with me. I asked for a supervisor. She went silent. I asked again, and she again argued. I couldn't believe what I was hearing. I asked again for a supervisor and she said she was going to put me on hold. I asked why, and she said something about creating a file. I said no, I wanted a supervisor and she said she was trying to get one but that I wouldn't agree to go on hold. I told her that's b/c she didn't tell me she was getting a supervisor, that she said something about creating a file. It went around and around like this. It was like arguing with a 7-year old. I finally asked "Are you going to get me a supervisor, yes or no?". She again argued and finally said she would. Unbelievable.
The supervisor Paul was apologetic and understanding. But after yet another hold he told me that he could do nothing since I was outside the 3-day window. What? I placed the order on the 15th and called on the 18th. When I pointed out that I was within 3 days he gave me the run-around saying the 15th counts as the first day, the system is automated, there's nothing he could do, blah blah blah. Seriously?
I received and incomplete order, no notification that it was delivered, and no refund for delivery or tip.
I will never use Instacart again. Too many other delivery options.