InstaShop Avis 116

if there is a zero I won't regret it
very late order with no answer neither from the shop nor the application 🙃

Never ever using again .. 4 hours waiting for order .. very bad and I have a proof !

Delivery times are never met. I do like their app but what is the point of having a great app if you can't get your items on time. And with late, I mean VERY late. Hours late even. They would do better to outsource delivery to another party, if they could deliver on time they would be the best option around.

My communication necessitates your immediate attention and action regarding chronic service failures at InstaShop Egypt, which have not only inconvenienced me as a customer but also put my health at risk. The gravity of the situation cannot be overstated, and it demands a detailed and assertive response from Delivery Hero's leadership.

**First Incident - Order #5881868**

I emphasize that the order placed with Lotus Pharmacy was not a mere transaction but a critical necessity for my well-being. The late arrival of my blood pressure medication, a delivery promise unfulfilled by InstaShop, meant fasting without the essential medical sustenance required for my health condition. The pharmacist's cavalier attitude and the insinuation that the responsibility lay with me, the customer, is both offensive and indicative of a failed customer service model.

**Second Incident - Order #0488674**

The subsequent failure compounded my concerns. The order guaranteed for a 10 AM delivery was left in a state of suspended animation, with no communication to manage my expectations or to navigate the disruption to my day. The vendor's admission of falsely marking the order as 'out for delivery' represents a deliberate manipulation of system processes and an egregious breach of customer trust.

**Highlighting Systemic Issues**

The aforementioned incidents are symptomatic of greater systemic issues within InstaShop Egypt's operations:

1. **Unreliable Delivery Services:** There is a glaring inconsistency in delivery, especially for time-sensitive orders such as essential medications, which is unacceptable.

2. **Poor Vendor Communication and Coordination:** The disconnect between InstaShop and its vendors is leading to misinformation and service failures, directly impacting customer experience.

3. **Inadequate Customer Support:** The unresponsive call centers and the ineffective complaint resolution mechanisms in place have repeatedly left me, and likely others, without recourse.

4. **Lack of Vendor Accountability:** There is a disturbing pattern of vendors manipulating delivery statuses, which is a deceptive practice that must be addressed immediately.

**Demand for Executive Action**

It is clear that the issues at hand are not isolated but are indicative of a pervasive neglect for operational excellence and customer care. The resolution of these matters should not be the application of a mere band-aid but a strategic overhaul at the operational level. I expect a detailed review of these systemic failures, accompanied by a strategic plan for rectification that includes:

- Enforcing strict adherence to delivery schedules, especially for critical health-related orders.
- Establishing rigorous communication protocols between InstaShop and its vendors.
- Overhauling the customer support framework to ensure accessibility and effective resolution.
- Implementing a zero-tolerance policy towards any vendor malpractice, including system manipulation.

As a result of these distressing experiences and the apparent operational deficiencies they expose, I have uninstalled the InstaShop application and am compelled to seek services elsewhere. However, I am reaching out with the expectation that Delivery Hero will take my experiences as a catalyst for meaningful change, not just for me, but for the customer base at large.

I await a response that not only acknowledges the gravity of these service failures but also outlines a clear, actionable strategy for systemic improvement. The reputation of InstaShop and the trust of your customers are in your hands.

Thank you for your immediate attention to these critical issues.

Yours sincerely,

Amro Rashad

Usually delayed delivery and missing/wrong items.

As per ads, delivery time will be 90mins! After placing an order, I received a replacement request for some items that are out of stocks and I confirmed the replacment. Then I received a call, actually 4 calls and they told me that the price of some items increased!!! I got mad, I told them these are the prices posted in your site so why are you increasing the price after your customer placed the order???i told them, this must be the issue between New W Mart and Instashop. What I'm saying here is that, do not fool your customers and advertise the correct price!!! WASTED MY TIME AND INSTASHOP IS NOT RELIABLE AT ALL!!!!!!

One of the OG Instashop users here. Interface is simple and I've always appreciated how easy it is to get customer service assistance. HOWEVER the pharmacy service is bad. It's not their fault but they need to crack down on partners not holding up their end of the deal.

تطبيق سيء جدا و لو عندك اي مشكلة مفيش اللي يرد عليك، طلبات افضل بكثير و تطبيق محترم

Had a bad ex9eirence bu then they resolved it.

app often does not work... Can't proceed to payment page, won't save my address, dont get any resply when I contact helpdesk.

An all-round TERRIBLE experience.

Order recieved was damaged, they attempted another delivery and was even worse. Had to call several times, send photos, emails and then given an embarrassing partial refund that was huge insignificant. Disgusting service.

Brett and Akash from Instashop's Quality Assurance Team were unable to assure quality - failure!

Best food and grocery app I have ever explored.

My order ID:3589406 placed on 17jul with Spinneys via InstaShop. Actual order value is approx AED140 and I have been billed AED184.03 and this has been claimed also. On top of it some of the items were not delivered. So the actual value of the items delivered is only AED100. Instashop initially gave a goodwill amount of AED20 and another AED18.50. So what happens to the balance amount that has been fraudulently debited to my card? No response from InstaShop for the messages and emails sent. Daylight robbery!!!

It is the worst app ever to use. So many times my orders got delayed or not processed to the market. It’s better to use talabat market when you want something

Really bad costumer service.. order delayed .. received cold not eatable at all..returned but no refund.. I’ve never experienced such a situation as if they delayed sth or return something they will always refund your money and with extra voucher as an apology, but this Instashop make no value for their costumers.. I don’t recommend it at all

Worst experience ever with instashop hr team or recruitment team although I got call very fast after my applying on their website the HR told me that your accepted and shortlisted after one day sorry the position is on hold, they make me attend the interview twice second time I attended told me sorry by mistake instead of some one we called you,then you're shortlisted then position is on hold

Order never arrived
I placed an order with INSTASHOP around 12 noon.
– app kept showing driver on the way
– at 14:00, app showed driver on the way but order delivered at 12:34
– I send a message saying I didn’t receive my order 3 times but until I got a reply that someone is checking
– I call them the lady on the phone says:” Mam you received maybe or you didn’t receive it, we will investigate and hangs up”.
– I get a call from a guy saying:” Mam maybe someone else in the house received it and you don’t know or maybe it’s in front of the door”.
– I had no order whatsoever and nothin was in front of my door.
– the guy calls again saying: my stuff were chilled and the driver never picked it up.

For a bill of 224 aed, I had to:
– fight for 45 minutes
– accused of being fruit thief
– accused of receiving an order which I didn’t
And the best part they don’t answer, they take their time and call at their convenience.

- they claimed the order will be delivered within 15 minutes and now 25 minutes later no order received
It is a joke and a scam.
Such stores shouldn’t be in our beloved UAE.

Terrible experience. I waited five hours for my delivery. The shop had my order ready to go, but instashop did not send a driver. When I rang, they kept telling me they'd look into it and get back to me. When they did get back to me they told me it would be there in 15 minutes. This was clearly a lie as it took another 1.5 hours. You have to be there to receive goods, so I wasted all that time. I WILL NOT BE USING THEM AGAIN.

Good customer service
I ordered sim specific items and what was Deleivery was less in quantities, within 5 min of me highlighting this Doreen from customer service called me and apologized and immediate asked if to replace the items or refund partially some of what I paid.
Really good experience to have which will make me buy every time through InstaShop.

Fast delivery service with accurate products