instashop: Groceries & more

I am very disappointed with the recent changes to the customer service experience on Instashop. Previously, there was an option to call customer support directly or request a call back. That feature has now been removed, and the current support process is not effective. The responses through the chat are automated and feel like selecting multiple-choice options rather than speaking to a real person. This is not efficient when dealing with urgent issues related to orders. When I request a call back, no one calls, and there is no timely assistance. It is also very frustrating that when an order is delayed by more than an hour, the application still does not allow cancellation. Customers are left waiting without support or control over their order. For a service that operates 24 hours a day and is widely used by busy families and parents who rely on fast and reliable delivery, accessible customer service is essential. The current system creates unnecessary stress and leads to a very poor customer experience. I strongly encourage Instashop to restore direct customer contact options or ensure that real human support is available when needed.

Food delivery applications are there to make life easier to the consumers and helps food suppliers reach for more customers and increase their sales BUT when the application deviates from its core purpose and deals with the supplier to take advantage of the consumer then there must be something wrong and here I’m writing this review to talk about the poor experience I had from this application where they stand together with the food supplier against us in the orders we made, where the supplier added extra weights of the food we ordered we paid for that and we reported the complaints to the customer service they said they added extra weight and you paid for that then there’s no issue where the supplier shouldn’t do that. (500 grams of lemon order should be delivered as it is no more no less, if you don’t have that amount then make it unavailable, why should we receive extra of what we don’t need. Maybe someone else needed them). Also a shop with the name healthy is not selling anything healthy and when we complained about an issue happened to us they replied sorry we Can’t help because the complaint exceeded 24 hours whereas we have been trying to reach both the supplier and the customer service with no luck … we have been receiving calls from UAE and we figured out later on that the number from UAE is related to an application in Egypt … some suppliers also doesn’t have instructions or labels on their products and when we do complaints they don’t listen … our overall experience with this application was very poor and if there’s an option to give them less than a star we will definitely do that

This app is incredible, it is exactly what we need at a time like this, it’s like walking through a supermarket, but digitally. The only inherent problem I have with this app is the “replacement” part of it. For example, I tried to order shredded mozzarella, a notification popped up that they didn’t have the exact brand I wanted, instead of giving me the other brands of mozzarella to choose from, they offered me a replacement of kraft cheese, milk, and cheddar cheese. Another example is if i wanted to buy a big bag of plain lays chips, and they don’t have the big bag, instead of offering the smaller bags of plain lays chips as a replacement, I get 10 other flavors of chips and a croissant as a replacement. Please make it that you can pick what you want as a replacement instead of getting options picked for you. Thank you.