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This will be somewhat long: TLDR: Instacart (and Aldi) ignored my well thought out email, problem persists, will stop using.

I had an issue with Instacart, and because there were some nuanced details to the problem, I looked for an email address. I didn't want to use chat because I wanted to type out the details and I didn't want to go through an AI first. Here is the email:

I use Instacart to shop for pick up at Aldi in (XXXX).  The account is in my wife's name, (XXXX), but I am the one to pick up 95% of the time.  This issue I am having is compounded by this store, and the Walmart next door, being in an area where cell service is spotty at times, which is of course not an Instacart problem.

I have been told more than once by the person I pick up from to NOT check in with the app until I am in the parking lot.  One time the person had to call me because I was stuck in traffic on the road right outside and I told her where I was and she told me to wait until I was in the parking lot.  This has always struck me as an issue on YOUR end because I never have this issue with other pick-up apps/stores so it is a bit annoying.  However, I HAVE adjusted my habits and have started waiting to open the app.

Last time I picked up, I could not get the app to work at all due to low cell service.  While the low service has caused issues in the past, this is the first I have had it just not work.  There is no telephone number posted to call to check in, so I went in the store.  The only employees I could find were the cashiers and the lines were backed up; I walked the entire store and couldn't find help.  So, I walked outside and went out by the road and finally got it to work.  I asked the person who brought my groceries out if others have complained about the app working and she said yes, it has been worse lately.

Today, I picked up at Walmart first.  Walmart is right next door to Aldi.  After I got my Walmart order I decided to open up the Instacart app because I knew I would at least get service once I got out on the road and I was literally only a few minutes away and it shouldn't be an issue...

When the girl brought out my groceries she again told me to not open the app until I was in the parking lot because she had been "waiting, like, 10 minutes".  First of all, I opened the app and checked in way less than 10 minutes ago so, no, that is not the case.  I started to tell her the issue I was having with the app and she interupted me.  I interupted back and said, "Now hold on!  The app doesn't always work in the parking lot, there is no number to call to check in, and I can't always find people in the store, so yes, I need to check in a little in advance and I did wait until I was leaving Walmart!"  Unfortunately, she got the brunt of my frustration.  She just put the rest of my groceries on my tailgate and walked away with a friendly greeting.

I'm done having that same conversation.  Fix your app so it works as well as other apps or tell the employees to have some patience.  Don't put the burden on the customer who already adjusted his behavior for you!  If I have this issue one more time (cell service issues notwithstanding) I'll be done with Instacart and possibly Aldi.  My account renews at the end of this year, so there is still time and opportunity to have a better experience.

I had sent that to Instacart and Aldi. Aldi called me, asked for more details (although it seems they were trying to pin it on the employee and I had to clarify), and said they would send it on to the GM and I'd be hearing from them. I never heard from them again. And here is the kicker... NEVER heard from Instacart despite an automated email saying they got the email.

I have since continued to go to Walmart first and check in on the app after Walmart loads my car. This works for the most part. But one day I had an unusually long wait for them to come out and the lady apologized for the wait and said "You weren't here when I checked". So, the issue does persist.

The Walmart app works. You check in ahead of time, then tell it the parking spot when you get there. They bring it out. Martin's (local grocery store) works. When you pull in the lot you get a notification "We see you've arrived; your groceries will be out soon" and they always are. Since Instacart sees no need to respond to my email nor fix the problem, I've started getting more and more at Walmart and Martins and will phase out Aldi by the time my yearly subscription comes due.