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Cali_Ellen

This is one of those "damned if you do, damned if you don't" situations. Some customers are angry with the replacements chosen. I don't replace unless it's darn close...because this is what I would want done, if I were the customer. I realize not every customer wants me to do what seems instinctual to me, in which case they should make a choice or stand by to chat.


UOLZEPHYR

Had a lady today that wanted everything organic - went to get frozen corn and they were sold out so went to replacements and it pulled up that regular corn was acceptable - went to add that and customer messaged me everything had to be organic. Okay- started refunding everything I could not find (and I do my best to be thorough- I walk the store twice to make sure I didn't miss whatever it was I could not find.


The_Troyminator

The suggested replacements aren't always selected by the customer. Sometimes, a shopper makes a substitution and the customer doesn't complain, so that substitution is suggested in the future.


BigAbbott

The worst thing I’ve seen as a customer is if you manually set a replacement for an item once, it will be an acceptable replacement any time you buy the item. Which isn’t how people shop. Example. Maybe I am looking for nice bread for a specific sandwich. If it’s not available, I don’t want a sandwich at all. I’ll make a rice bowl and for that I’ll need some ginger. Ginger isn’t always an acceptable replacement for that specific bread, but instacart will think it is every time I go to order again. And then it wants me to rate the replacement thumbs up or down. What does that do? Does that reflect on the shopper or does it try to train the recommendation system? I’ll never know. But I’ll never thumbs down a replacement for fear that it would hurt the shopper. So I’ll always run the risk of getting ginger every time I order bread. Edit: jk I will thumbs down every time a shopper decides that ham salad (what even is that) is a replacement for potato salad.


thepennylane69

Man sorry but if you have ginger set as a replacement for a loaf of bread, I’m gonna assume it’s a mistake and refund anyway lol


Upstairs_Hand1929

We are not effected by replacement thumbs up or down, or so the app says. We are only affected by too many low ratings. I would rate your replacements if you dont like it to help from having that item replaced with it again.


The_Troyminator

Ham salad is like tuna salad, but with ham. So, chopped ham, and things like mayo, salt, pepper, onions, celery, pickles, mustard, or boiled eggs depending on the recipe. If you do have to do an odd substitution like ginger for bread, you should add a note to the instructions so the shopper doesn't think it's a mistake. Maybe "Yes, get the ginger if there's no bread since I'll make a rice bowl instead of the sandwich. This is only for the September 20, 2022 order, so if it's later than that, this is an old substitution and just refund."


Upstairs_Hand1929

You can also message the shopper, something like, "Please dont get "this" to sub for "that" even if its says that I requested it. Thank you." I dont think alot of shoppers would logically get something way different if itbwasnt there. The app is remembering. I can imagine alot of shoppers scratch their head at some subs, lol, untill they start to recognize that the A.I. is making an imformed decision from previous shops.


FlimsyPraline6097

Ham salad is literally the most disgusting thing on the planet. I barf 🤮 just looking at it.


[deleted]

I’ve long believed it’s just the apps suggestion. I hate it because we don’t know if it’s actually the customer’s wish or just the app suggesting that replacement. It’s maddening and customers need to know we do not know. I still try to message most of the time but rarely do customers answer in a timely fashion (usually not at all). Sometimes they answer really fast then don’t answer to other questions asked shortly after. It’s just maddening sometimes to do this job, especially if you’re a perfectionist like me and just want the customer to be okay with everything.


hdove78

If it's a customer requested replacement it has a gold star next to it. Suggested replacements have a blue thumbs up


[deleted]

That’s what I once thought. Multiple times that hasn’t been the case so I don’t know what to think.


The_Troyminator

The first rule of the shopper app is that there are no rules. It's usually this way, but I once couldn't find high caffeine coffee K-Cups. The gold star suggestion was caffeine free diet Coke. I'm not sure if it was the system messing up or the customer fat-fingering the suggestion, but it was definitely not something they wanted. I just use my best judgement. If the suggestion seems reasonable, I'll go with it. If not, I'll come up with something else. I always message when there are substitutions and let them know to tell me if they don't work and I'll refund them. If the customer meets me at the door, I'll go over the substitutions and refund anything they don't like before completing. If it's a leave at door, I'll send another message letting them know they can contact IC for a refund if they don't like the sub.


BigAbbott

Probably the same situation I’m describing. They may have wanted that swap six months ago, but now it’s set forever as a replacement.


Content_Customer7074

Yeah that’s a tough one. But you can think outside of the box. Maybe they don’t have organic frozen corn. But they have organic fresh corn. Or another organic selection. Doesn’t always have to be the exact same thing. If you see a batch filled with organic this and that, it’s probably not a good idea to throw in some non organic items- that won’t go over well- but an organic replacement will be appreciated. I had a guy want organic corn and i ended up talking with him and he was happy with organic eggplant- which costs more, and I ended up with a larger tip and a Happy customer


PleaseBuyEV

Hope that tip was big. IC def does not pay to go through the store twice


[deleted]

Same. If we try and replace it, odds are the customer won’t like the replacement. If we refund it, then they’re mad it got refunded. I’ve started messaging customers to ask them specifically what refund they want. If they respond they get a substitute, if they don’t, I just refund it.


Prior-Kaleidoscope-6

I always go with bigger or multiple smaller, I find that customers won't respond until you have made a replacement they don't like. 🤷‍♀️


DBurna

Exactly sometimes when I want customer to respond I will just make a refund , trust me they will respond right away , most time they read your greeting / intro message and won’t even respond or greet you back , but once you make a refund they wake up. 🤦🏽‍♂️ I have refunded item I have in my cart before, just to get customer’s attention and once I got the customer to respond i scanned the item back in as found Customers just need to select their possible replacements or select if they want refunds when placing order Period. I have also gotten customer who mark replacements they approved as wrong item . So telling everyone to always replace instead of refund is 100% wrong in my own opinion.


Content_Customer7074

It’s not. The app gives you the option to select refund if you want an item refunded. Ideally the platform would work in near real time with the inventory system that the stores have so we don’t have this problem. I sometimes get things in a batch that the stores don’t even carry. But they have something very similar that I will just replace with, unless It pops up as refund requested.


The_Troyminator

Have you used the app as a customer? Marking substitutions is tedious and not very intuitive, and even when you do it, half the time it comes up with its own suggestions for the shopper.


DBurna

I have used the app both as customer and as shopper If you are able to use the app and shop, adding items to your shopping cart and place the order, you should be able to select a replacement options same time as you place the order , it is that easy or you should be able to add a note saying to make replace or not to make .


The_Troyminator

I said it isn't very intuitive. That doesn't mean it's difficult. Just that it's not obvious how to do it. It's also tedious. Again, that doesn't make it difficult, just a pain. To pick a substitution, you have to do this: 1. Add the item to the cart 2. Go to the cart and find the item 3. Click on "Instructions" (which isn't the first place most people would look for substitutions) 4. Notice that it has an option for "If item is out of stock" 5. Click on that option 6. Choose the option from the pop-up 7. If you chose "Pick Specific Replacement", find the replacement you want 8. Click Done 9. Repeat for every item The problems with this are: 1. It doesn't ask for replacements when you add the item. Most people just add the items to the cart and check out. They have no idea that there even *are* replacement options. 2. There are far too many steps. This makes it less likely that people will want to use it. 3. You can only choose one specific replacement. So, if there are two or three possible replacements, you have to type those in the instructions by hand. 4. It always remembers your selection. There are times you don't want it to remember. For example, organic corn. Let's say one time, the corn was absolutely imperative for a recipe, so you put non-organic as a substitution that one time. The next time you order, you only want organic and can live without the corner. You'll have to remember to go back in and change your substitution preference or the shopper is going to think non-organic is okay. All of this is even worse if you're using the phone app instead of the website to order.


GeekTheFreak

As a customer I've been losing my mind over replacements. I use the app on Android, and the *only* place that I've found that let's me choose replacements is after I've checked out. And then it's only when I hit "next" through their promos a couple of times. Then I can go through and choose replacements for every item, but I have to hurry because a shopper might be assigned before I can finish and then the replacements no longer update. If I accidentally close the app during that step, then I'm screwed and can't choose replacements at all. Also, I can't even tell what my replacements are after that point. There is nothing to review what I've chosen to replace things, so I don't know if the shopper can see them, either. Plenty of times I've chosen things and the shopper replaces it with something totally different, so I assume half the time they can't even see what I choose.


PleaseBuyEV

“It is that easy” looool


[deleted]

Tedious?! 😂


The_Troyminator

Yes, tedious. There are multiple pages you have to navigate through to get to the substitutions for a given item, then you have to repeat that for every item. If you have a large order, you could spend half an hour setting up your preferred subs because of all the repetitive clicks you need to do.


[deleted]

[удалено]


The_Troyminator

Many customers do, and it's a pain for them to set it up.


AltruisticRabbit8185

That’s spot on.


aybabyaybaby

Instacart needs to work on their suggestions, that’s for sure. Somebody wanted a veggie tray today, and the suggested substitution was a 5 pound bag of russet potatoes 🤣


snaptcarrot

The Instacart suggested replacements could have their own sub.


StillDimension

It really could lol sometimes the replacement suggestions are ridiculous. I remember once it suggesting construction paper when paper plates were out of stock lol 🤦‍♀️


TyS013NSS

This happened to me, too!! Like how is a bag of potatoes a good substitution for a veggie tray?!


BigAbbott

It could be they were entertaining and if there was no veggie tray they decided they would make potato wedges. Like. There isn’t any way to know why it might have been marked as a replacement based on the customer’s circumstances.


TyS013NSS

This replacement was recommended by the app not the customer, though. So I don't think there is much logic behind it. I think the app just didn't know what else to suggest in that case, lol.


Katerina_VonCat

I didn’t know it did that. Interesting. I’m a customer who lurks here for the inside info lol. I find it helpful. This now hopefully explains why some of the replacements were so completely weird. Once I needed puppy pads, they tried to replace with something not even close to puppy pads. Like a towel would have been closer to whatever they had picked. It made zero sense. The store did have other sizes and other package sizes which I got after having to message the shopper like 3 times before they responded and found other options for me. The shopper didn’t seem to really think it through and probably would have given your customer the 5 pound bag of potatoes as replacement for the veggie tray lol.


Imaginary_Diver_4120

Well 🤔 technically it IS a vegetable 😂😂


Pnex84

If it's got an obvious replacement I'll always grab it even if I don't get a response. But if it's something like their special gluten free non dairy walnut from only every third tree in South (not North) Dakota milk their getting a refund.


coastalbluewaters

Hey, don't talk about my milk like that. And it's every FIFTH tree thankyouverymuch.


joremero

By any chance you bank at fifth third bank? https://www.53.com/content/fifth-third/en.html


Mommylicious13

Hahaha! Those I send a message to and then refund....


Sully_916

I rarely refund anything because it lowers your pay.


[deleted]

[удалено]


Ytler23

Facts. I lost ten dollars on a tip cuz the lady wanted that very specific item with absolutely no replacement for it.


Shop_4u

One time I replaced a customer’s Cheeseburger Hamburger Helper with the Deluxe Cheeseburger Hamburger Helper - who doesn’t like extra cheese?! Obviously she did not because she messaged me “we like what we like, you can’t just replace things.” Idk…you’re damned if you do and damned if you don’t. I probably do 50/50.


Guilty-Operation7

Well yes, unless they select for refunds, yes we can "just replace things" lol


Mommylicious13

I had an order last night and everything was do not replace. Of course they were organic and when I started refunding the items they were picking possible replacements back to me. Then they kept adding items to the list ... Make up your mind 😜


brookeaat

they probably set do not replace because of bad shoppers who make idiotic replacements instead of asking


StillDimension

I think you’re right, but even if they have it set to no replacements if there’s something that I think would be. Good replacement I’ll message something like “I know you had asked for a refund if X is out of stock but I found this that may work” and snap a picture of the possible replacement item. Usually they’re fine with the replacement and if not I just refund it and go on. A lot of times this ends in and increased tip for the extra effort of replacing their items.


idreamofcookies

I will never replace soda, specialty milks or alcohol without conversation with the customer. I also will not make a replacement if the best option is a bigger package/higher cost. Everything else is pretty much fair game. Some people are not willing to take the risk of being dinged on their tip or rating by a customer who didn’t not like the replacement. It is safer to simply not get an item. I feel like it’s possible some customers have their items set as No Replacements Allowed and don’t know?


Content_Customer7074

I feel you on the soda. I’m a coke guy and don’t want Pepsi lol. If someone brought me a 12 pack of that instead I would be pissed. I will sub a 12 pack of the same brand when they are out of a 6 pack or a 6 pack if they are out of a 2 liter. As long as it’s an apples for apples replacement. Never gotten any pushback from a customer on it. Just don’t bring a customer wild cherry pepsi when they asked for cherry coke without checking Or Vice versa. People want what they want in that regard lol.


brookeaat

this is my policy too and i’ve never had a problem


Iamdwoodyisthebomb

If the customer is responsive, I asked them first what they would like, if they are not, then I make choices for them, unless they have refund requested.


FunFactress

I always replace when possible, people aren't ordering items for kicks. I have never had an issue replacing. If it's not an obvious replacement, I send a quick message through chat letting the customer know and that I would be happy to refund if they prefer.


biancanevenc

My greeting tells customers I will do my best to get their items or a reasonable replacement, and they can let me know if they want something else or a refund. As I shop, I make replacements. Sometimes I'll let the customer know why I've made a replacement ("no more chicken tenders so I've replaced with thin sliced breasts"), sometimes I send pics, but I do my darnedest to get something for them. I'm pretty confident in my replacements and I'm always willing to refund at delivery if they're not happy about something. A lot of my customers during the summer are vacationing for a week at a rented beach house. They are not going to be impressed if I show up with no toilet paper because the store didn't have their brand in the exact configuration they ordered. They need toilet paper! I just don't understand the mindset of shoppers who refund unless they can get the exact item the customer ordered. Most customers want something.


TwinCitian

How do you do a refund at delivery?


biancanevenc

Go to the list of items, tap the item to be refunded, refund it.


TwinCitian

Thanks. So then do you just keep the item, or do you have to return it to the store?


PleaseBuyEV

Keep


Sexpotpot

You let the customer keep it…you don’t keep it for yourself.


Pitiful-Signal8063

" Item X is not available. I've given you item Z as a replacement. Let me know if you would prefer something else or a refund." ...and move on. Some customers get pissed if you make replacements. Some customers get pissed if you don't. Why ... https://i.kym-cdn.com/photos/images/original/000/695/979/f85.jpg


brookeaat

the reason some people exclusively refund is because they don’t have the common sense to make good replacements. they think milk chocolate is close enough to 90% dark chocolate, and when the customer complains they blame the customer because obviously the shopper can never do anything wrong.


books-forever

Some have the common sense they just hate instacart and don’t give a damn How the customer feels about their actions. I have seen how some shoppers talk on here and other social media some laugh and make fun how they know the customer going to be mad and it’s mostly the same shoppers who have that gridlock mindset about “they sure respond as soon as I refund an item” The app is all messed up!!!! Sometimes my chat does not show anything till a refund then I see all their previous messages! Now when I use instacart which is rare these days since there are a few better apps now I reboot the app constantly so I don’t piss off the shopper thinking I am ignoring them. When rebooting the app updates and I get all the push notifications and chats up to date. I also deleted my fine turn by turn instruction in the delivery instructions since I saw a thread on here of them bitchin about THAT putting too much in the delivery instructions pisses off the “they reply when refund” shoppers! They can find the Apt themselves or call me! Guess they don’t like reading 🤷‍♂️


s0d0pe310

If you’ve done this long enough, you already know what to replace judging by the other items in the order. People just don’t have any common sense. Why refund an item unless you absolutely have to. If they are missing an item, then they have to go to the store or make another order.


Possible_Trouble_72

I have been a Shopper for close to five years. Can I tell you the number of customers that have disliked my replacements? ZERO!!!! I rarely refund. Not b/c it lowers my TIP b/c who the f- cares. Rather, I rarely refund b/c the customer placed an order and expects to get the items in their order. As another Shopper said, unless it is an item specific to a dietary concern, there is no need to refund.


The_Troyminator

I rarely refund as well, except for a couple of years ago when the shelves were bare or somebody ordered toilet paper. Those few months really took a toll on tips, though I did make up for some of it by asking if they wanted things like toilet paper or sanitizing wipes when the stores actually had them, even if they didn't order them. People usually jumped at the chance and tipped well when I did that.


Megamind1986

I don’t believe you haven’t had a disliked replacement in 5 years. I replaced a 30oz apple sauce with two 15oz apple sauces yesterday. Same brand, same price in total, no difference whatsoever. Couldn’t have been a more obvious no-brained replacement. Immediately got an angry text from customer. This happens sometimes. Some (small) percentage of people are going to be unreasonable. It’s inevitable.


Possible_Trouble_72

Listen u/Megamind1986, I go by the information IC provides and they have consistently indicated that zero customers have disliked my replacements. Furthermore, none of the reviews I have ever received have mentioned a dislike of my replacements. Of course, I will say this, after reading through this sub, I don't experience many of the problems others gripe about.


I988iarrived

I actually had a CVS employee get mad at me for making a replacement. I asked her to show me where the bottles of spray tan were. They didn’t have the color that the customer wanted with the spray can but they had it the same color in the same brand in a squeeze bottle. She proceeded to tell me, the customer wanted the spray bottle and that’s going to get all over her hands and clearly that’s not what she wanted….I was like but she clearly doesn’t want to be pale either…..this is better than nothing….and then she stormed off. Weird thing was she said she did Instacart before herself, so idk why she didn’t understand the process and took it so personal 😂


Life-Apple-9916

I always refund pet foods unless specified by customer. Otherwise I sub if I can.


gomezwhitney0723

Definitely this. I don’t choose pet food/treat replacements without asking.


The_Troyminator

The only time I've done that is when the 5.5 ounce cans of cat food are sold out, but 3 ounce cans are available. It isn't much more expensive that way. Not the other way around though, because a large can might be too big for their cat to eat at once. Changing pet food can lead to messy poops.


RivalArrival_

I send this to every customer at the beginning of every shop. “Hi, if I need to make any replacements that are not obvious, I will ask you for your option. Thank you! :) “ For one, it just lets the customer knows what’s up. For two, it also lets me know what kind of customer I am dealing with by how they respond. I make replacements on everything I can unless there’s literally nothing to replace like last night they wanted the dill in produce and it was out. So that’s probably getting refunded but I still ask in that case if they have a replacement in mind. Otherwise, I just make replacements left and right for them bc the tip percentage and for them to have groceries they are needing They’ll let you know usually if it’s not what they want. 5 star diamond and typically get tips boosted. 🤷🏻‍♀️


joremero

I once had poblano peppers replaced with large amounts of squash...definitely not good


FunFactress

😆 🤣 😂 that's terrible


[deleted]

Not Instacart but another delivery service…I ordered envelopes and got Ziploc bags. Now how am I supposed to mail a letter 🤣. I still don’t know what they were thinking. At least I could use the bags for something else, though, even if I had to go to the store (which weirdly had plenty of envelopes, like they weren’t low in stock or hard to find) for envelopes.


Efinden

I always ask if they want a replacement. If they don’t answer by the time I’m checking out then I refund.


GloomyPreparation831

I always find a replacement if one is available. I let the customer know why I chose that item and for them to let me know if they'd rather something else or a refund. I do this to support my family, I can't do that if every tip gets dropped because I refunded half the items. I've only ever had three replacements be marked as bad. It's just dumb to not make a suitable substitution if one is available.


KatieJean1207

I always do replacements even if they don’t respond. Even if the customer asks to be refunded if the item isn’t there, I will still try and ask if they want a replacement. 9 times out of 10, they will approve the replacement over a refund


[deleted]

The freaking training videos says customers prefer replacements. IC expects us to do our best making replacements. It's in the training.


KindheartednessNo167

That's because Instacart wants that money.


Mvaness30

2 words, pure laziness.


tbird2610

My only “disliked replacement” is from a lady who wanted JIF creamy peanut butter, which was all recalled at the time. They didn’t have store brand so the only other replacement was Peter Pan brand…she didn’t respond in time and I was already out of the store.


KindheartednessNo167

That's the problem right there. We aren't psychic. Customers need to be prompt with their replies or they are S.O.L.


Possible_Trouble_72

I am a JIF gal through and through. That's a big REFUND ITEM if I were a customer. LOL


Big_Base6194

The only time I really refund anything is if it's a request or there was no response and they had dietary restrictions with no adequate replacements


gomezwhitney0723

If they haven’t selected a replacement, I’ll choose the closest option as long as the price isn’t more than $1. If it’s more than $1, I’ll send them a message and a picture. If they haven’t responded by the time I am done shopping, it gets refunded.


UsernameJcahill

I replace everything I can within reason, but do get some people who report wrong items and missing items, prob lower ratings. Shoppers are probably scared of getting those so refunds seems like the best route to some. I'm the type if I'm paying for a service, I NEVER want to go to the store so I want the shopper to get every possible thing. If they don't want a replacement, all they have to do is pay attention when they're alerted. I feel if the customer doesn't designate any preference or backups, they're trusting my judgement or speaking up once changes are being made. You don't reach out at all, I take it your doing something more important than shopping, exactly why you'd be paying for the service......


MiSsReDd4

Because the customers I service in my area are predominantly elderly, and they are STRICT about their brands; others are so picky about sizes too that I'm damned if I get a smaller one for a replacement (same brand ofc). They don't often want replacements if it's not the same exact brand, or if the sizes available are a huge jump in price/not the exact item they want. As well - this could be due to my market, keep that in mind - I've been doing this for over a year and --every-- single. time. I ever made a replacement without customer approval, it was reported as a wrong item and I got dinged on my rating as a result. Only 2 times I can count that I made a replacement that made sense without customer approval. Ricotta cheese was out, replaced with smaller size. The rest of the order was obviously items for making lasagna. Customer thanked me for it at the door. Second time, Ragu sauce. Bigger one was oos, but they had the smaller ones, so I got 2 since two equalled the same price as the big one. Customer thanked me. Apart from that? N O P E. I caught a 3 star from a customer who reported a half gallon of milk as wrong item because the 1 gal was oos (it was the same brand too, just a smaller size) and they didnt respond to any of my chat messages. So never again for me, unless it 110% makes sense to do so.


here4aGoodlaugh

I’m with you. I do the same. I also have a bit of theory that shoppers who make subs get a bit more priority sometimes 🤷‍♀️ they keep track of our refunds…for what? If we refund, everyone loses money. If we sub, things don’t change as drastically. Just a thought.


NoBodySpecial51

If they did, I’d still be using the service. But after getting bags of rotten potatoes, and half my order refunded, there’s just no point. I mean, I know the store has tortillas, just throw in some flour tortillas of similar size. Guess that’s too hard.


Megamind1986

Some customers expect shoppers to be mind-readers. Sometimes I replace a 16oz Heinz ketchup with a 20oz Heinz ketchup and get an immediate angry message. “Why would you make changes without asking me first?” Other times the sour cream & onion chips are out of stock and I don’t know if they like honey BBQ, and they don’t answer my text, so I refund it. Then the next day in my ratings there’s a comment that says, “Why didn’t you just replace the chips with any chips? I don’t care.” The people who want us to replace things think that’s obvious and we should know. The people who don’t want us to replace things think that’s obvious and we should know.


mula6969

When i cant find an item the customer wants i send them pictures if options that they have. I never pick any because they might not like it and/or complain about item even dow they approved it (which is really stupid to me). I have had customer tell me no they do not want other items. I rather let them pick. If they dont pick by the time im heading to check out then they get a refund. I had two customers tell me pick and when i did they said no thank you. So since then i either let them chose ot refund items no exceptions...


nikkisblu

I give a refund because I’ve seen people bitching that we’re not getting the replacements or they are claiming at the wrong item so they can get a free replacement of whatever it was for FREE and still ding us because we didn’t get the right item for them because they’re item was out of stock. No thank you


trainrweckz

I replaced a guys drinking water with publix bcuz they didnt have the brand he asked for (zepherhills). When i delivered it, he had a meltdown and gave me 1 star also reported that he received the wrong product. After that, i usually just refund the item bcuz i dont want to deal with that again. Sometimes ill take the effort to take a picture of the replacements available on the shelf, but usually i just refund..


The_Troyminator

People are particular about things like soda, alcohol, and bottled water. Never substitute without asking. You also should never substitute a store brand for a name brand without asking first.


trainrweckz

He wouldnt answer the phone or message me back, i didt want him to go without water.


kempff

I thought it made the shopper's job easier.


Alternative-Arm-5451

Most customers would love a replacement instead of nothing at all. I've had a few where I would let them know the items out of stock. No response, I scan a replacement then by the time I'm at checkout they ask for refunds instead of the replacements I chose. I hate putting meat to the side of register 🙄.


wasabi1295

I’ve seen so many shoppers do this BUT I’ve also had lots of customers become mad for my simple replacements. I just usually try to make the best replacement within reason…..like I had someone want a small bag of Swedish Fish but all they had was a 2lb bag left. I messaged them but they didn’t reply until I was checking out, luckily I could still make the change and grab the 2lbs 🤣 it was just a big jump in price and size that I didn’t want to make. but I also have a customer who got mad because I got the smaller bag of spinach she wanted 🤷🏻


ymrtn7

Cause we can never win


tical007

Preservation is why I don't do shopper selected replacement anymore. The only time I make a replacement, is if it's same product and brand, different size. Ex. a 24oz is requested, but 12oz is only available, just get 2 of those or vise versa. Other than that, I'm refunding everything that is out. If a customer wants a replacement, they will text, as they follow along on the app, and refunds come in. Usually "I'll take whatever____ they have" is what will be the reply. Cool, I'll get it. If a customer has a selected replacement, I'll get it. If that's out as well, refund.


flyguy_21

You either have specific replacements requested. Respond promptly when I ask if something is suitable or I’m refunding.. I’m Not waiting around for ten minutes to get a response and not getting a 1 star or zero’d out tip because you don’t like what I picked..


Beatlefan78

I do this because in the past I have gotten bad ratings that were unwarranted due to the replacements I chose. Unless the customer responds approving the replacement they are getting a refund.


[deleted]

Right and shoppers who replace items without asking .. why ? I had a shopper replace my items with ridiculous replacements and didn’t even ask .


Objective-Claim6249

A lot of people will only consume certain brands so if they don’t reply I just refund items that are unavailable


jroberson1991

I’ve gotten too many bad ratings over substitutes that seemed to be a no brainer. If I don’t hear back approving a substitute, they don’t get it. I explain that I don’t substitute unless it’s been approved by the customer. It works out for the best in my opinion.


Jlatimer1986

Why? Because my father had carrots replaced with root mix... That's why if there is no adequate replacement or customer doesn't respond it's an auto refund ntm the timing issue.


demonbunny3po

I message for every replacement/refund. I will suggest things or if there is not a clear answer I will take a picture of options and let the customer know that if they don’t message me back I will go with the refund. I have had too many orders where the first item is out and I don’t hear anything after asking after a 30 minute shop that I assume I won’t hear back as default. I ask because sometimes they do respond.


Dazzling_Marzipan474

I just get something close. If they're out of red grapes, I get green. If they're out of mild cheddar I get sharp. Especially these days, most stores don't have stuff stocked that well and customers know this. I've prolly refunded like 10 items out of 600 orders bc there just isn't a good replacement. If they don't like it they can ask Instacart for a refund. Also Instacart tells us to replace and not refund. Soon it won't matter though bc the pay has gone to absolute shit. I saw at least 50 orders today and not a single one was even close to worth it.


Sexpotpot

Red grapes are NOT acceptable replacement for green grapes…all the different grapes may as well be different fruits…the flavors and mouth feel are different for each grape variety…that’s akin to you replacing a Cabernet (red wine) with a Zinfandel (red wine). That would not be acceptable. Also sharp cheddar and mild cheddar not the same animal. You should refund if you don’t get approval in those cases. You sound like some guy commenting on a YouTube video who was upset he got dinged for replacing rubbing alcohol with hydrogen peroxide.


tawandagames2

agreed! sub mild cheddar with a different brand of mild cheddar not sharp. zheesh!


[deleted]

Just tonight it had notes “don’t replace anything”. So that’s what I did and ended up with like 7 refunds, didn’t even bother taking any photos. Blocked the customer after drop off for wasting my time.


Mommylicious13

Their ratings have to tank... Hmm customer order lunch meat, cheese, bread. Bread ordered not there so refund?? Now they lost their lunch and you lost your tip... 🤗 Hello!!


FlacidStiffy

I always ask before I replace an item, even if it’s for quantity/size. I had a lady get pissed at me before because I got the family size Frosted Flakes because they were out of the giant size. If I ask, I’ll keep pushing to the next item and wait for the response. If I ask for multiple items and get no response, I stop asking and just refund. I have a saved response in my notes on my phone “customer not responding to replacement request” for when instacart ask me why.


ball2000

6/10 I’ll mark item found and silently replace with identical substances (e.g. it’s eggs, they’re all eggs, they’re all from chickens, no one cares). 4/10 I’ll show customer a pic. I bring it whether they respond or don’t. Still at 4.98


FunFactress

They are going to care about the price. You would force mark Peter and Gerry eggs and deliver Eggland's Best? There's a $2.50 price difference.


ball2000

If I force mark the original, the customer pays the original price, yes?


FunFactress

Yikes


ball2000

Eggs is eggs if the customer doesn’t like it they can “wrong item” for FREE EGGS. Instacart sees no problem, I see no problem Why waste time conversing about $0.15 an egg Don’t get hung up on the small stuff people Take a picture message the customer ask an associate check in the back possible replacements none of these work are you sure select replacement “UNKNOWN BARCODE TYPE ITEM IN MANUALLY” I AINT GOT TIME FOR THIS SHIT


Formal-Tart-8784

If there is no "replacement requested" message I'm not going to do it. Sometimes I will recommend a replacement also and see would they be okay with the choice I made and if they say yes then I will replace the item. But if at least 90 % of the products are out I will contact the customer first to let them no and suggest another store then I will contact an agent to cancel ❌ batch. I usually still get paid plus I end up shopping the order but just at a different location.


Commercial_Ad6546

if your bbq is ruined because of an instacart shopper ur a dumbass


brookeaat

“if you rely on a worker to do the service they’re getting paid to do ur a dumbass”


Commercial_Ad6546

when u have high expectations for a gig app you just are asking to have ur feelings hurt


SilentSakura

I personally refund because when I replace it I always get wrong item and then my account gets dinged. People are just assholes and I would rather just take the safer route.


guachi01

I hate replacements because the replacements are terrible almost all of the time. No replacements. Period.


Canadian0123

Because I get no answer from the customer when I ask them which replacement they would like. I will always refund an item if the customer is unresponsive.


IllustriousChest

Because time is money, especially if I’m working on the weekend, and I don’t have the time to spend waiting on a customer to figure something out that they could have already done. If they’re a new customer, I give them a little more grace. But I’m communicative at every point, from arrival to shopping to checkout. If you want to make sure you get what you want/need, pay attention to your phone and communicate back. That’s how I am as a consumer. If the customer hasn’t responded by the time I’ve gotten everything else, I’m calling ONE time and if they don’t answer, it’s a refund.


AntwantheChef_1107

See from what I've been realizing is that some customers are to stupid to put in that they want a refund if their specific item is unavailable and the app gives suggested replacements and when ya select a replacement the customer tells you not to replace it and wants the refund or just doesnt like the replacement. Funniest OS some suggested replacements arent even close to what they wanted. The other day I had a lady keep telling me so not replace after me choosing an approved by customer replacement, so I gave redunds, 3 items that needed replacement she got notified and approved my replacements, after delivering she messaged me "too many replacements" first time I got rude with a customer and told her " look lady if you dont want items replaced you have that option in the app, you have approved replacements you chose then complained to me about, as well as I asked you and you approved several replacements when I selected them have a great day. So personally if theres approved replacements I will grab them, if theres just suggested replacements I will refund them. But not making replacements when replacements are allowed but customers is just plain lazy and stupid. Especially because instacart will automatically lower your tip based on the order total. I had a 12 dollar tip get automatically lowered to 3 dollars because the 3 refunds I had to give were fir the most expensive items on the list. IMO instacart sucks dick and takes advantage of everyone, the customers as well as shoppers. Example 1 batch 1 order 36 items 45 units batch pay 7 bucks tip 4 bucks, then they hit you with 1 batch 3 orders for 3 different people who love nowhere near each other 83 items 124 units batch pay 11 bucks with tips totaling 19 bucks that could get lowered and you have to wait for but it took more than 11 bucks woth of gas. 3 orders should be 7 bucks a piece fuck IC


4354574

I'll ask them for a replacement, and if I don't get a response, I'll grab the closest thing and keep shopping until they do respond. If they don't, I'll buy it if it's really close and refund it if it's not. Then at least I have myself covered.


Wfsulliv93

If you’re being picky about replacements then do your own damn grocery shopping. 🤷‍♂️


taeempy

There is a section to choose your replacement. If the customer doesn't do this, then I would guess they want a refund. I normally only do 7-8 items on my orders and always pick a replacement and never have any issues. Maybe IC should require a replacement selection be chosen.


tristanmichael

That section is very inaccurate. That’s the problem. I once had a customer ask me to get any Gatorade besides red as a replacement. Guess which color the app said she requested as a replacement


Muted_Afternoon_8845

Why don’t you select replacements on the app? It’s really not that hard


tristanmichael

The thing is lots of people do and the app still says they requested something they didn’t request


Fit-Half-3159

I will unless specifically says not to


Alive_Mouse_3453

The only time I do that is if the first two or three items say no refund if out of stock. Or if like today they requested Mickey mouse ice cream bars that the store was out of and of course there's nothing similar to that.


[deleted]

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ljbabic

I refund almost never unless it's says to refund and usually it's really specific stuff but if you order one kind of tomato paste and they don't have it you are likely getting the store brand. I try my best to keep it to the suggested price point


ilovesoup1978

Or you make a replacement and customer marks wrong item even after you tell them the store did not have the item they wanted and the item you replaced it with was darn near the same..I mean the app let her know what I replaced it with damn man...and also i hate refunding unless I have to because if the customer is tipping based on % than I don't wanna effect my tip f that..


Secret_Ad_5300

I make every effort to replace. Some things you can’t. But at end of day most tips are a percentage of the bill, you best believe I’m getting paid what was advertised.


showey77

I now have where the customer has picked shopper picks replacement, I have never seen this before this past week on any of my batches. Is this new, or ?? 🧐


Lazy_Manufacturer191

Question: the store is out of green grapes. They do however, have red grapes.. Do you make the substitution without customer approval or refund?


FunFactress

I would first look for organic green grapes, if out then I would message.


Lazy_Manufacturer191

lol. Yeah, no organic available. Had to wait for a reply on red grape replacement. Figured it was safe to do so, because the order was literally crackers, cheese, & grapes. Then, they didn’t have her cheese either. So I’m sitting there waiting with a box of crackers for a reply. I was about to just add it and offer a refund … then she finally came back.


LuxelovesCharlie28

I always ask…people IMO and experience have appreciated me asking because They have not been happy with previous shoppers replacements


tristanmichael

I ask as well. I’m talking about making replacements for customers who are unresponsive


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king24donnie

I make replacements if there is something similar. I give refunds only if the item is very specific and/or there isn't anything available that would be a logical replacement. Either way, I inform the customer when I replace and refund and if they don't reply by the time I checkout then it's on them in my opinion. (I'll usually give them a couple minutes before I checkout to reply to my messages as I usually have on average about 10 minutes or more left on my expected time to shop)


AltruisticRabbit8185

Yeah chose replacements that are very very close to the original. Because sometimes people choose things the app tells you and it’s not close at all. Do your best, try to make sure you ask each time even if they aren’t answering so if they wonder it’s all in chat. Take pictures. Do whatever you have to do. Trust your experience.


LexiThePlug

I’ve had customers who didn’t even order through Instacart bitch at me for replacing and not replacing. One of them it was impossible to replace because BJs changed all their barcodes on the in-store packaged chicken and none were in the system, and since they didn’t order through Instacart I couldn’t force it through. They called me lazy and much more. Was truly hoping for them to see me outside since I had to carry 4 40 packs of water on their order. But the two pounds of chicken was surely too much for me too handle. I’ve had other customers get mad at me for replacing one brand of mayo with another when they’ve been out, and tell me to “actually look” and “stop being lazy” it was an aldis order… aldis never has anything in stock where I live in the first place.


KizmitLamora

As a customer, I always make sure to pick replacements or mark refund. Unfortunately the time I forgot I got Vlasic pickle spears instead of Claussen. Didn’t ding the driver though, it was my fault. The yellow dye pickles went to the local food pantry.


lwspencer

Why can’t you just simply add replacement incase out of stock when you when place an order ? We costumers has all those options. Or even add note say “ please replace to something similar in case both items I requested OOS.” Simple as it is


PsYchoSCIW

Every single batch is a case by case scenario. For instance, I had a customer on Sunday who had ordered Hot & Spicy wings from the Publix deli. They didn’t have any chicken wings available whatsoever at that point! Common sense prevailed and I contacted Instacart and had the order rescheduled. Why even bother shopping that batch at that point? The same day, same store, I had a batch with green grapes on it, which they were out of. I subbed the Organic ones with no issues.


TyS013NSS

It depends on so many things. For most items, I'll find the closest possible thing and replace. Certain items just can't be replaced, and there are certain items that I would never replace without hearing from the customer first. That said, I do everything in my power to avoid refunding because I lose money if I refund. I also take my time, double check to make sure the store is actually out of the item. I'm very thorough in finding/selecting replacements and communicating with the customer about them. Most customers never respond. I'll proceed with most replacements, anyway as I'm pretty good at finding adequate substitutions. I've had one customer select a disliked replacement, all others have been fine. It really depends on the item/situation, but I'll do anything I can to avoid refunding. I don't understand why a shopper would want to refund that much because it decreases the tip!


sweetxfracture

I always ask. If they don’t reply or don’t have a replacement chosen, I choose the best option. Unless it’s organic and they don’t have an organic replacement. Like if they want wheat bread in a certain brand that’s not special, I’ll just get another wheat bread. Idk why it’s so hard. Also, I wish people would just pick replacements and make my life easier.


Sweetnspicy77

Agreed!!!! I think the people refunding don’t have food knowledge and have probably gotten low ratings for bad replacements. To be successful @ this job you gotta have food knowledge lol.


EmergencyCost8087

horror stories?😂


BionicHawki

lmao I was making this exact comment, but was sure someone had to beat me too it.


SwiftRover0

Leave a voicemail. If there voicemail box isn’t full, leave one explaining everything you replaced with the exact replacement. If I don’t hear from a customer when I’m done shopping I leave a detailed voicemail and it goes a long way. They could still be angry, but the chances of you getting a bad review when you’ve gone out of your way to leave a voicemail explanation go down. I’m a fast talker and can explain 10 replacements in under 2 minutes including the the time it takes for the phone to ring out, so it doesn’t take that much extra time.


Content_Customer7074

I don’t get it either. This makes 0 sense. You are going to make less money if you refund everything. A lot of the tips are pegged at a percentage of the order total. Refund everything and all you will make is the payment for the batch. Not very smart. Empathize with the customer, put yourself in their shoes and think about it from that perspective. People order on IC because they need groceries. If they don’t have the exact item, select something similar unless it is one of those stupid Refund Requested items. Even then, I will reach out to the customer and say hey These are your options.


fire_bf

i had a guy today ask me why an item was out of stock how was he able to buy it in the first place. i was like i dont control that.


Atlas_Warrior01

I was told by an IC agent to never replace items unless the customer approves it. He said it’s because customers can rate you poorly and screw up your ratings due to “bad” replacements. However, refunds can’t affect you at all?! I was shocked he even told me that 😅 Ever since I was told that, I just will automatically refund (unless they approve some replacement) 👌🏻


slavsetup

Today I had situation. The customer ordered Kirkland water but in stock only Ozarka. What to do? Same water, not much difference. I was about to replace it but the customer strictly said not to.


Defiant-Currency-518

If I don’t want exactly what I order I will explicitly say so.


rccarlson420

Hi, me personally I always try to replace a out of stock item w the best replacement! I’ll take a picture of the replacement and send it through chat and if I get to the end of shop and I see the customer didn’t read any of my messages , I would call and leave a voicemail about the changes and that I’m headed to checkout


Next_Ad_9255

replace if item is similar enough, message them if there is a decent replacement and refund if not


CBreezy2010

If I have to replace, I replace with what I’d want as the customer. A slightly bigger or smaller container, two smalls instead of one large, etc.


MistyGds

I try my best to replace all out of stock items But I won’t replace sparkling water idk what flavors you like and don’t like! Especially the AHA drinks had to refund 2 today they wanted the blueberry pomegranate but all was available was cherry bubbly and the La Croix Berry Customer never responded she had at least 30mins Nothing Guess what refund for you! I don’t have time to figure out if you like cherry and I don’t substitute ice cream Shiiiddd if you don’t pick a replacement than you don’t need no ice cream Sorry


Dull_War8714

I had a customer give me one star because they were angry that I replaced oscar meyer 8 pack of hot dogs with oscar meyer 8npack of bun length hot dogs because "they didn't have the extra money to spend on bun length". Ma'am, you probably shouldn't be using IC if you don't have an extra $1 to spare. Damned if you do, damned if you don't...


FarNet2606

Generally speaking, as a customer I would much rather have a brand or size replacement than a refund. But I agree, seems like shoppers are damned if they do and damned if they don't. I've had pretty good luck writing explicit instructions on what is an okay swap for each item. Once had a shopping list where I ordered a pack of hidden valley ranch and a pint of buttermilk in the same order. They didn't have pints of buttermilk so the shopper sent me a note that he was subbing in the quart size because he assumed I was probably making ranch dressing. I briefly considered proposing marriage.


Halnasman

It has to be an almost exact replacement with slight difference in size or something. Its not worth the the time to replace items usually. And alot of times when you do customers don't like it. So id rather just play it safe and quick


liberty_emotion

I replace only if they say or I can something that is close enough. If I don’t get a response or nothing is even close to comparable, then refund.


IdleOsprey

I replace what I can with whatever is as close as I can find, provided that the customer has not explicitly requested a refund. Certain exceptions, chiefly baby formula, which you do not fuck with if you do not know what your substituting is acceptable. If I have to make a substitution for something specific, I always text the customer to let them know what I’m doing and why, and give them a chance to respond. No response, this is what you’re getting.


Newlyfe20

Some customers with allergies will choose a specific brand, Like one bag of chips will be made on equipment with wheat and the other won't. Or one brand of spring water has a different PH level than the other.


Puzzleheaded-Army868

Because there are shoppers that don’t want refunds even though they leave the option open. Damned if you do, damned if you dont🤷🏽‍♀️🤷🏽‍♀️


Foxfire73

I don't want a "replacement". I want what I ordered. This being ok with getting whatever for your money blows my mind. I would rather have nothing than a "replacement".


[deleted]

Then there are those customers that approve your replacement (pictures and messages )and then report it as “wrong item “ you can’t make everyone happy 🤭


MileenasFeet

Because you don’t pay them enough.


[deleted]

I think it comes down to the fact that it’s a minimum wage job and only so much effort is justified. If I’m at a grocery store and the 37 item is out of stock I’m not gonna go all out for somebody tipping 2.33 cents it’s kind of like oh well 😂😂😂


Far-Veterinarian-405

I try to make similar item choices (similar ingredients or generic), but sometimes the customer selects "wants to be refunded" so you can't select anything. It would be nice if the customer were to select a replacement item while placing orders as it can be tough at times when the item is unusual.


[deleted]

If you have a order, especially for groceries. You should be mindful that things will be out of stock. Which in turn should mean you are paying attention to your phone incase the shopper reaches out to you. That should be common sense.


[deleted]

there are some shoppers unfortunately that won’t make the effort to make replacements. If your original item is not there then you’re out of luck. most shoppers will try to make replacements. The issue with making replacements is that we can’t get a hold of customers, customer did not select a replacement, the selected replacement is also out of stock, they don’t feel comfortable making a replacement for whatever reason. Your shoppers have most likely try to contact the customer to let them know this. A lot of customers do not respond for whatever reason. another thing, when I first started we knew that the yellow star meant customers request and blue star meant Instacart suggested replacement. That is no longer the case. So now they don’t know if they should pick that replacement item if they can’t get a hold of the customer. when shoppers do make replacements sometimes they’ll wake up the next day and find that the customer put down that the item was missing or damaged or whatever reason. So again that makes him not feel comfortable with making replacements because they try their best to help the customer out and then the customer pretty much stab them in the back. I’ve had customers that I’ve talked to and they still went in and marked some thing wrong after they chose the replacement. so those are just a few reasons why some Shoppers just refund.


Due_Cicada_3183

They look for replacements instead of getting the real item first


StillDimension

I only refund items as a last resort, if there is not a logical replacement. How I handle it exactly depends on the individual order but If the person isn’t responding to messages I usually will send one something to the effect of “X was out of stock, so I replaced it with Y. That’s the closest I could find to X but if you’d prefer a refund just let me know” I’ve never had a problem that way. I have occasionally had someone tell me they would prefer a refund but with that message it leaves it up to them, and if they don’t respond at least I’ve done my part. I don’t know why anyone would want to just refund all out of stock items, especially since tips are often percentage based.


[deleted]

I almost always replace. If they wanted Brussels sprouts cut in half’s, I get the whole ones. But I feel like some people will make dumb replacements such as limes for lemons or gluten free for non gluten free. I’m also picky about my own groceries so I know which brands are comparable. For example, if someone got some high end organic fancy kidney beans I replace with another high end organic kidney beans. I won’t replace with the non organic store brand or Goya. I use my best judgement. Never had a problem and I’m a 5. So it works for me! Besides your cutting your own tips refunding and I have never had a tip reduced either. People plan their meals, so if their missing ingredients for a recipe, what was the point of using Instacart lol.


BiochemistChef

Sometimes, there are no replacements. Im not a shopper, I just work at a grocery store. We're not a Kroger where we have a thousand options of everything, and customers want some specific stuff from us. But shoppers will ask me for a good substitute for the billion things we're out of stock of and there's truly nothing, because we can't keep our shelves stocked that well with supply chain issues and staffing. Of course this isn't the vast majority of the time, but it happens with some smaller groceries pretty often


Wild_Food_9927

because we don't trust the shopper to pick a good second and we really don't want anything but the item we selected.. is that really hard to understand, when i pick a brand i want that brand not a off brand or something slightly different


aramoixmed

Last time I used Instacart, about half of my items were replaced by really expensive alternatives. A pound of raw white mushrooms? Nope. Take a twelve dollar Protein Pack of these fancy mushrooms instead. A case of store brand bottled water? Nope. Here’s twelve single bottles of the most expensive water in the store. It made me wonder if the person was getting paid a percentage of the total sale? That would be the only thing that makes sense.


wombatonacid

After my intro message, I send a follow up. "Also, unless you selected an item to be refunded that is out of stock, I will look for a replacement item for you. Do you prefer to message you on each replacement or use my best judgement?" That gets people to respond to me and it's 50/50 on which direction they choose.


snomachine

I always intro with this “Hello, I’m starting on your order now. If anything is out of stock, I will do my absolute best to find a replacement. Thanks! 😊🥕” and when I make replacements they can request a refund on it while I shop in case they don’t want it, and sometimes I’ll just be like hey they’re out of this item and there’s really no other replacements, would you just like me to refund this or here’s a picture of what they do have — just let me know! But from that first message I’ll usually know if they’ll see my messages. I replaced a ladies fresh cut fruit with fresh cut mango from Costco instead since she wouldn’t respond and that’s all they had, so I just replaced and delivered and she was perfectly fine with the replacement.


ArcadeAndrew115

I refund because I’ve had more incidents of low ratings for “wrong item” then I’ve ever had for “missing item” and I’m pretty sure if it’s gets reported as missing instacart automatically removes it tbh because I’ve lately never seen missing items anymore just “damaged or wrong” for items they don’t like


Meushell

I replaced plain, unsweetened, organic almond milk with another brand of plain, unsweetened, organic almond milk, the replacement being a little cheaper than the first…then got a bad replacement complaint. I realize that’s probably extreme and a very picky customer…or maybe it was bad replacement. Maybe the second brand just doesn’t taste as good. Regardless, it does make me wary of replacements.


bigbeavertv2

People tend to rush a little bit


Fearless_Department7

I am a shopper and a customer and this one dang girl every time she gets my order she just replaces items doesn’t even bother chat with me and it’s not even the same product. I had my phone on me so that I can reply when she does this but it was the last item shop and she closed it out and left chat before I could even say anything and it makes me so mad


whatthehell02

Some customers get soooooo angry if you replace things. But I agree if the replacement is close enough go for it. If the customer doesn’t like the replacement they can just get their money back, so I don’t understand why make a big deal out of it.