[evdawg]

The author didn't even ask for what he wants: his year of free delivery under $35.

I'm sure Instacart would have no problem at the very least waiving two $8 fees.

My advice to people calling into customer service departments? Just ask. The person on the other line can't read your mind. If you ask for what you want, you'd be surprised at how often you'll get it.

[silencio]

I know of one person that publicly complained after contacting Instacart privately about the change in service:

> the representative was defensive and used "we're a startup" as an excuse for the shift.

https://twitter.com/jessiechar/status/315603016180973568

[evdawg]

I didn't know about this. Still, I was expecting a little longer of a communication with support-- 'escalation' or at least 'the ask' should have been done before the public shaming, in my mind. All I see now is a cordial and polite explanation from Instacart.

Lets get real: outside of two $8 charges that he's not even asked to be reversed, this is exactly the same service that he describes as "great" in the same post.

[mmmmax]

That's actually really good advice. At Instacart we try to go out of our way to make sure our customer experience is top notch. Giving people what they ask for is always the best way to do that.