i used this service once a year ago and it was a positive experience. sadly i used it again, recently. on october18 2020. i placed an order for 6 items and was given a delivery window of 2:40-7:40 p.m. as of 7 p.m. no shopper had been assigned. i contacted support via online chat and was sent multiple false apologies and 'we understand" bs. for over 1 hour. i demanded compensation of some sort, since i wasted my day, waiting for delivery. all they could offer per company guidelines was $5.00 off my next purchase. in spite of telling them i will never use instacart again. they refuse any refunds. i also got an extra item i did not order and a wrong item. they refunded the price of the wrong item. but nothing more. it was a nightmare talking to their online chat people. too much passive aggressive empty apologies and attempts at "understanding". these companies fail to understand how that irritates and angers customers i eventually got my order at 7:55 p.m. they refunded the delivery fee . but the experience was not worth it.