Woman Is Livid After Her 125-Item Instacart Order Is Canceled In The Middle Of Shopping, Takes It To TikTok And Goes Viral With Nearly 360K Views
Do you know what could be more annoying than losing a good order in the process of execution? Maybe losing a good order in the process of execution, contacting customer support with a request to restore justice, and in response hearing a threat to block your account altogether.
In fact, helpdesk staff in various companies sometimes do just that, for example, when the situation goes beyond their job description and they do not want to initiate an analysis of the problem by their management. Of course, this is a problem and it must be dealt with.
TikToker Maliyah Gibbs once tried to fight this and her video with a story about such an offensive situation went viral, gaining almost 360K views. The Original Poster has a side job as a shopper on Instacart, and it was with this service that she had an unpleasant encounter.
More info: TikTok Part 1 | TikTok Part 2 | TikTok Part 3
The Original Poster has a side job as a shopper at Instacart
Image credits: @maliyahgibbs
One day, the woman saw an order for 125 items at the Central Market in her Instacart account, with a tip of $191. Not a bad option, so the OP immediately took this order.
Image credits: @maliyahgibbs
Suddenly, the OP saw that the customer had canceled the order right in the middle of her shopping
She was in the midst of shopping, periodically chatting with the customer about possible product replacements for out-of-stock products when, after collecting about half of the necessary items, she suddenly saw that the order had been canceled.
Image credits: @maliyahgibbs
The helpdesk guy told Maliyah that the company could refund her $7 for the order cancelation
Maliyah contacted a customer service rep, who first stated that they do not see deleted orders in her account, and then stated that the company could refund her $7 for the unexpected order cancelation.
Image credits: KitAy (not the actual photo)
The OP did not agree with the helpdesk employee as she had spent a lot of time on that order
Of course, this amount did not suit Maliyah, who spent lots of time and effort to, firstly, get to the Central Market, and secondly, to collect almost half of the batch – as many as 60 items were already in her cart.
Image credits: @maliyahgibbs
The woman explained all this in detail, to which the support employee objected that she was simply extorting money from the company and that he should put a note on her account to block it. When Maliyah asked to be transferred to another employee or to contact the manager, he simply put a block.
Image credits: @maliyahgibbs
The customer support worker said that he might block the OP’s account
As a result, the woman was left without the expected reward, spent a lot of time on, as it turned out, an aimless order, and even her Instacart account was almost blocked. And that’s not counting her completely spoiled mood!
Image credits: @maliyahgibbs
People in the comments gave Maliyah their massive support
Commenters have certainly given massive support to the OP, arguing, for example, that Instacart should introduce the option of not being able to cancel an order once it’s already started. Well, perhaps the wittiest piece of advice was that Instacart just needs to buy all these groceries on its own in order to avoid such problems.
Image credits: @maliyahgibbs
By the way, not only did Maliyah have to face similar troubles – one of the people in the comments wrote that she somehow took an order for $200, and then it turned out that another shopper picked it up as well – and moreover, they did their shopping in the same store!
You can check out Maliyah’s video below
@maliyahgibbs This is only part 1. @Instacart @Instacart Care Team you need to do better!! This shouldn’t be allowed to happen! #instacart #storytime #instacartshopper #instacartshopping ♬ original sound – Maliyah Gibbs
The OP also provided screenshots of her chat with the helpdesk guy
Image credits: @maliyahgibbs
Be that as it may, this problem must be solved anyway, and justice must prevail. We, on our part, look forward to your comments on this situation and, possibly, some similar stories as well.
An order should not be cancellable by a certain time after the order is placed. That is ridiculous!
Once they get to the store it shouldn't be able to be cancelled. Period.
Load More Replies...Instead of blaming the customer services or the customer ...try holding the company to account. They have the shoddy ethos.
While the cancellation was extremely unfair, the shopper doesn't have the complete right to full compensation. She didn't actually check out and buy the items so she wasn't out that money. I think she should be compensated for gas and time though, which would definitely be more than $7 but way less than $190.
I use Instacart every week. This is c**p. You should not be able to cancel in the middle of an order. Once the order has started maybe you can add or remove items down to a minimum- say $50. But that's it. I decided I'm grocery delivery for life when I went in and tried to do my own groceries during the pandemic. It was hell. I have my own issues being in crowds with bright lights and noise and stuff. Grocery shopping is a nightmare for me and these people are lifesavers. I may not look disabled. But mentally, going into a grocery store, I'm disabled. I did that trip and I realized- I have not been paying these people enough money!! That job is crazy!! And they get the exact thing you ask for! Without running out of the store?! Nuh uh. $7 is ridiculous.
Load More Replies...I keep hearing about instacart stuff, still don't really know what it is, but then I'm in a small town in Scotland, not even ubereats comes out my way
instacart allows you to shop at your favorite stores from home and have it delivered to your home. I don't like it because there is just so much room for error. It sends your list to a shopper who picks out the items for you, they then deliver it to your home.
Load More Replies...How come the order can be cancelled so late? I ordered groceries to be delivered into three separate households, and I could add things to my shopping up to 10 items if I had forgotten and the service person was in shop still. But I couldn't cancel the order ig it was less than four hours till delivery. The only way to cancel is if shop has nothing I want and I don't accept substitutions. Are you telling me that instacart can be cancelled at anyte, what if the order is at the door and customer goes "eww a peasant brought me this, I don't want it". Bloody entitled, if you can't accept delivery you as a paying customer report this to customer care and they will sort it for better time, if a customer is actively interacting with the shopper then they shouldn't be able to cancel the order as there's proof of response. Unless extreme emergency situation, or do your own shopping. No I don't care if you can't walk, you can plan ahead instead of stealing labour
I felt horrible the other day, I had ordered instacart. I then had a health emergency and had to go to the emergency room. I called instacart from the emergency room and canceled. They were wonderful about it. Instacart has always been kind to me. I would move on. Things happen sometimes.
I think the issue was the order was cancelled mid way. Not before it started. And not only that, but that the company doesn't have some better compensation policy in place for the employee if this happens.
Load More Replies...That's an American thing, right? Who else would spend their own money to shop for others as a job.
I am a little confused also. But I don't think she spent her own money. She was frustrated because she spent her time and was not going to get the tip
Load More Replies...1. How in the world does 120 items cost $191? Is it mostly ramen noodles? I want to shop there! 2. Where can I get a shopper like Maliyah? About 1 out of 5 times my shopper is fantastic - (like it sounds like Maliyah is) checking w/ me on substitutions, offering alternatives, etc. Other times they'll make the weirdest substitutions w/out checking with me - or I'll get a notice that something is being substituted but they won't say with what or respond when I ask. It's like grocery roulette...
My sister works in a customer service call center and that agent would be fired pretty quick. I'm betting they were already close to getting fired and were hoping this shopper would give up and take the $7. You cannot get penalized for asking for their boss. They have special agents to handle escalations
Don't do instacart if you are not prepared to handle people with disabilities and tight wallets. Quit blaming the customer! I for one do NOT believe this is a 191$ order at current inflation levels. Find one store that will sell 90 items of produce and other products at 191$. This shopper is a scam artist.
It was actually 125 items. 125 items for $191 works out to an average of $1.538 per item. I agree with you, this doesn't add up for me either.
Load More Replies...An order should not be cancellable by a certain time after the order is placed. That is ridiculous!
Once they get to the store it shouldn't be able to be cancelled. Period.
Load More Replies...Instead of blaming the customer services or the customer ...try holding the company to account. They have the shoddy ethos.
While the cancellation was extremely unfair, the shopper doesn't have the complete right to full compensation. She didn't actually check out and buy the items so she wasn't out that money. I think she should be compensated for gas and time though, which would definitely be more than $7 but way less than $190.
I use Instacart every week. This is c**p. You should not be able to cancel in the middle of an order. Once the order has started maybe you can add or remove items down to a minimum- say $50. But that's it. I decided I'm grocery delivery for life when I went in and tried to do my own groceries during the pandemic. It was hell. I have my own issues being in crowds with bright lights and noise and stuff. Grocery shopping is a nightmare for me and these people are lifesavers. I may not look disabled. But mentally, going into a grocery store, I'm disabled. I did that trip and I realized- I have not been paying these people enough money!! That job is crazy!! And they get the exact thing you ask for! Without running out of the store?! Nuh uh. $7 is ridiculous.
Load More Replies...I keep hearing about instacart stuff, still don't really know what it is, but then I'm in a small town in Scotland, not even ubereats comes out my way
instacart allows you to shop at your favorite stores from home and have it delivered to your home. I don't like it because there is just so much room for error. It sends your list to a shopper who picks out the items for you, they then deliver it to your home.
Load More Replies...How come the order can be cancelled so late? I ordered groceries to be delivered into three separate households, and I could add things to my shopping up to 10 items if I had forgotten and the service person was in shop still. But I couldn't cancel the order ig it was less than four hours till delivery. The only way to cancel is if shop has nothing I want and I don't accept substitutions. Are you telling me that instacart can be cancelled at anyte, what if the order is at the door and customer goes "eww a peasant brought me this, I don't want it". Bloody entitled, if you can't accept delivery you as a paying customer report this to customer care and they will sort it for better time, if a customer is actively interacting with the shopper then they shouldn't be able to cancel the order as there's proof of response. Unless extreme emergency situation, or do your own shopping. No I don't care if you can't walk, you can plan ahead instead of stealing labour
I felt horrible the other day, I had ordered instacart. I then had a health emergency and had to go to the emergency room. I called instacart from the emergency room and canceled. They were wonderful about it. Instacart has always been kind to me. I would move on. Things happen sometimes.
I think the issue was the order was cancelled mid way. Not before it started. And not only that, but that the company doesn't have some better compensation policy in place for the employee if this happens.
Load More Replies...That's an American thing, right? Who else would spend their own money to shop for others as a job.
I am a little confused also. But I don't think she spent her own money. She was frustrated because she spent her time and was not going to get the tip
Load More Replies...1. How in the world does 120 items cost $191? Is it mostly ramen noodles? I want to shop there! 2. Where can I get a shopper like Maliyah? About 1 out of 5 times my shopper is fantastic - (like it sounds like Maliyah is) checking w/ me on substitutions, offering alternatives, etc. Other times they'll make the weirdest substitutions w/out checking with me - or I'll get a notice that something is being substituted but they won't say with what or respond when I ask. It's like grocery roulette...
My sister works in a customer service call center and that agent would be fired pretty quick. I'm betting they were already close to getting fired and were hoping this shopper would give up and take the $7. You cannot get penalized for asking for their boss. They have special agents to handle escalations
Don't do instacart if you are not prepared to handle people with disabilities and tight wallets. Quit blaming the customer! I for one do NOT believe this is a 191$ order at current inflation levels. Find one store that will sell 90 items of produce and other products at 191$. This shopper is a scam artist.
It was actually 125 items. 125 items for $191 works out to an average of $1.538 per item. I agree with you, this doesn't add up for me either.
Load More Replies...
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