Key Gotchas
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Shopper Substitution Policies High Impact
When items are unavailable, shoppers make substitutions based on your preferences. However, you may be charged more for substituted items, and the quality judgment is at the shopper's discretion.
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Variable Service Fees by Retailer High Impact
Service fees vary significantly between retailers on the platform. The same basket of goods can have very different total fees depending on which store you choose, and this isn't always clear upfront.
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Tip Adjustment Windows Medium Impact
You can adjust tips after delivery, but only within a limited window. The terms around when and how tips can be modified aren't always clear, and shoppers rely heavily on tips for income.
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Binding Arbitration Required Medium Impact
Like other delivery platforms, Instacart requires binding arbitration. However, their opt-out process is somewhat clearer than competitors.
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Multi-Store Order Complications Medium Impact
Orders from multiple stores are handled separately, with separate delivery fees, service fees, and tips. This can make multi-store orders much more expensive than expected.
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In-Store vs. Instacart Pricing Medium Impact
Prices on Instacart are often higher than in-store prices. While this is disclosed, the markup varies by retailer and item, making it hard to estimate true costs.
Score Breakdown
What This Means For You
Instacart leads the food delivery category, though that's a low bar. Their grocery-focused model means dealing with substitutions and price markups, but refund processes are somewhat more straightforward than restaurant delivery apps.
Substitution Strategy: Set clear preferences for each item (refund vs. substitute vs. contact me). Default settings may not match your preferences.
Tip: Compare in-store prices before ordering to understand the true markup. Some retailers have smaller markups than others, and this can significantly affect your total.