Shrinking customer service and responsibility - heads up with instacart

[LuvOrlando]

I've been a fan of Instacart for a while now and always sang its praises but last night just made me rethink what else I think I know but do not know.

Got a delivery, it went fine so the tip came out to just under a level amount, let's say $19.22. I usually try to tip well so I got involved in the process of upping it to $20. Since I have done this many times before I ended up being distracted and then ended up giving the person double tip, so it went from $19.22 to $39.22. OK that's excessive even for me. So how to fix it, all online info gives directions, go here, do this etc. these directions don't work. I know they did work at some point because I distinctly remember adjusting tip in the past which is why I wasn't overly cautious. I called I talked, I texted, turns out you can ONLY reduce tip within 2 hours of getting the stuff, I didn't remember seeing this anywhere so that's some tricky policy - I canceled. Whatever update they did to policy did not transfer to customer interface online help, which is underhanded to me.

World won't end, I guess at least I'm glad the overpay money goes to a real life person and not a business.

Still, heads up. I sort of felt I should say something on here about the negative policy change because I have been signing the businesses praises for a few years now & wouldn't want someone else to get burned.

Ehhh, some guy had a very nice day yesterday, so be it.

 

[sam_gordon]

I've been a fan of Instacart for a while now and always sang its praises but last night just made me rethink what else I think I know but do not know.

Got a delivery, it went fine so the tip came out to just under a level amount, let's say $19.22. I usually try to tip well so I got involved in the process of upping it to $20. Since I have done this many times before I ended up being distracted and then ended up giving the person double tip, so it went from $19.22 to $39.22. OK that's excessive even for me. So how to fix it, all online info gives directions, go here, do this etc. these directions don't work. I know they did work at some point because I distinctly remember adjusting tip in the past which is why I wasn't overly cautious. I called I talked, I texted, turns out you can ONLY reduce tip within 2 hours of getting the stuff, I didn't remember seeing this anywhere so that's some tricky policy - I canceled. Whatever update they did to policy did not transfer to customer interface online help, which is underhanded to me.

World won't end, I guess at least I'm glad the overpay money goes to a real life person and not a business.

Still, heads up. I sort of felt I should say something on here about the negative policy change because I have been signing the businesses praises for a few years now & wouldn't want someone else to get burned.

Ehhh, some guy had a very nice day yesterday, so be it.

I'm curious, how long was it when you tried to reduce the tip? Was it over two hours? And is that the "policy change" you're referring to? Are you sure it was a change? Did you ever have to reduce your tip before?

And you cancelled your entire policy because you screwed up and it took so long to fix it, it couldn't be fixed? Seems a strange thing to end a long term agreement on, but it's your choice.

 

[Dan Murphy]

you can ONLY reduce tip within 2 hours of getting the stuff,

I seem to recall that always being the case.

 

[LuvOrlando]

I'm curious, how long was it when you tried to reduce the tip? Was it over two hours? And is that the "policy change" you're referring to? Are you sure it was a change? Did you ever have to reduce your tip before?

And you cancelled your entire policy because you screwed up and it took so long to fix it, it couldn't be fixed? Seems a strange thing to end a long term agreement on, but it's your choice.

The instant I clicked it and the total was recalculated I started trying to adjust it back to what I think it within generous, albeit, normal bounds. I verified more than one on the receipt, as I said, my delivery person had a great tip and that's fine, but I don't like being mislead and yes, that is enough to sever the subscription. There are so many others to choose from and I can also use them on a case by case if I choose, but I am no longer subscribing. They just lost my annual which was up in 2 weeks but I doubt the business cares or they'd be more careful. Mom and Pops were different, those get second chances, not these big business antics.

I seem to recall that always being the case.

I did reduce successfully before, for reasons like badly bruised, cut or rotten selected produce, which is why I had an expectation for ease of use. I remember changing it in the past and it was simple.

If this was always true and it was always 2 hrs the explanation never showed up anywhere in the online help, the policy and limitations with money should be clear, so even that is enough to get me to cancel.


In the end some guy got a big tip, hopefully it helps this person out in some kind of meaningful way so I don't begrudge the recipient, maybe this was an answered prayer - that is all I got.

 

[tinkerbellandpeterpan]

I don't mean this in a rude way at all (I know, I know...usually followed by something rude, but I don't mean it that way), but isn't it YOUR responsibility to tip the correct amount and if you don't then to try and rectify it pretty swiftly? Within 2 hours to reduce a tip seems like a pretty generous policy.

If I made/make a mistake on a tip, tipping after an automatic gratuity or just screwing up the math for example, it would never occur to me to go back to a restaurant and try to deduct some of the tip so I probably wouldn't do it in this case. I don't really see Instacart's lack of customer service or responsibility here.

 

[LuvOrlando]

I don't mean this in a rude way at all (I know, I know...usually followed by something rude, but I don't mean it that way), but isn't it YOUR responsibility to tip the correct amount and if you don't then to try and rectify it pretty swiftly? Within 2 hours to reduce a tip seems like a pretty generous policy.

If I made/make a mistake on a tip, tipping after an automatic gratuity or just screwing up the math for example, it would never occur to me to go back to a restaurant and try to deduct some of the tip so I probably wouldn't do it in this case. I don't really see Instacart's lack of customer service or responsibility here.

This is not a restaurant, this is an app. They hold tip until reg payday from what I can see so no real reason.

It is wonderful if you like it this way. I think the permanence is peculiar and am not giving a heads up to people who feel like you do, just my cohorts.

I wonder, would your feelings of unconcern extend to the electric company and gas, maybe the gas station too or just this? Like if it is a gift it is a gift, right? Or just this? Just wondering.

Just found this, seems the topic might be a hot button there, whatevs - it should be made plain on the page you can't adjust after two hours of delivery. Take away - no-one should ever modify after 2 hours,
https://techcrunch.com/2019/02/06/instacart-ceo-apologizes-for-tipping-debacle/#:~:text=In one case, Instacart paid,of it came from Instacart.

 

[tinkerbellandpeterpan]

This is not a restaurant, this is an app. They hold tip until reg payday from what I can see so no real reason.

It is wonderful if you like it this way. I think the permanence is peculiar and am not giving a heads up to people who feel like you do, just my cohorts.

I wonder, would your feelings of unconcern extend to the electric company and gas, maybe the gas station too or just this? Like if it is a gift it is a gift, right? Or just this? Just wondering.

Just found this, seems the topic might be a hot button there, whatevs - it should be made plain on the page you can't adjust after two hours of delivery. Take away - no-one should ever modify after 2 hours,
https://techcrunch.com/2019/02/06/instacart-ceo-apologizes-for-tipping-debacle/#:~:text=In one case, Instacart paid,of it came from Instacart.

I fully grasp it's an app. I understand the service. It's also not a utility company or any other payment (such as when I pump gas) where a TIP is never part of the transaction so I fail to see the comparisons you tried to draw. I wouldn't describe my response as "feelings of unconcern" but rather chalking it up to a mistake on my part and a reminder to be more careful next time. To use another example, if I tipped the bellhop $20 accidentally when I meant to tip him $10 I wouldn't head back down to the desk later and ask him for $10 back.

I personally don't see why a person should be able to come back days later (or the next day) and lower a tip regardless of when those funds are released to the employee. I honestly find it surprising that this is the hill you choose to die on to subscribe to an app that you have been consistently pleased with and find it even weirder that you chalk it up to "shrinking customer service and responsibility" on behalf of the company. I don't use the particular app so don't have a dog in this fight, but since it's a message board I figured I was allowed to share my thoughts on your post.

 

[LuvOrlando]

okie dokie, thanks for participating

 

[mjkacmom]

I believe they see the tip when they decide to accept the shop, the system is setup so folks can’t pretend they’re tipping big and then take it away when they get their groceries. I’ve had very good customer service with them (once on vacation I placed a $800 order that said it arrived, but app not to our rental. So easy to get in touch with them, fast refund and a future use coupon. Just had a vacation order on Saturday. BTW I hit the 2 instead of the 1 all of the time, but usually catch it.

 

[dizneegirl]

okie dokie, thanks for participating

You shared something, and then didn't like the responses. Okie dokie.

 

[disneychrista]

Look at it from the part of the Instacart shopper. They got this tip and then later finds out oops tip is gone. Doesn’t sound far does it?

 

[Living42Day]

My sister does a similar delivery service to get more money for her kid's tuition. She shopped for a large order, drove 4 miles, delivered it, set it up nicely, knocked on the door. The customer reduced their tip from $18.29 down to $0.00. Super frustrating for her to only make $4.24 on the order. I hope the customer enjoys her 10 bags of party size crunchy cheetos and 10 bottles of 2-liter coke on top of the other 25 items she ordered (she said she wished she were joking).

I wish her delivery service had a similar way to limit the ability for buyer's to tip bait their drivers.

 

[SirDuff]

You shared something, and then didn't like the responses. Okie dokie.

Again.