Disappointing customer service, even with a paid membership

I’m an Instacart+ member, but my recent restaurant order still came with $3.99 in delivery fees and $6.39 in service fees. My order totaled approximately $42, yet the fries arrived cold and soggy, and a drink included with the meal was missing.

When I contacted customer service, the first representative offered only $5 in store credit and ended the chat while I was explaining the food-quality issue. I had to contact a second representative, who offered another $2 in credit but refused to refund my original payment method.

I paid for an item I never received, and I shouldn’t have to place another order just to use store credit as compensation. This isn’t the first time I’ve experienced problems with an Instacart order.

For a paid membership, I expected better service, more transparent fees, and a fairer resolution when an order arrives incomplete. Very disappointing.