Instacart driver calls company for canceled delivery of 125 items
An Instacart employee speaks out against the company’s order cancellation policies.
Maliyah Gibbs (@maliyahgibbs), a 21-year-old woman who drives for the food delivery service, says she recently received an order for 125 items, which the customer canceled seconds before purchasing the products. ‘grocery. After all that work, Gibbs claims she was only entitled to $7 in total pay.
After the incident, Gibbs took to TikTok to share her frustrations. Her first video, which details her original reaction, now has over 300,000 views.
“I’m so mad I’m literally shaking,” she says in the clip. “I cried.”
Gibbs says the order was for “approximately 125 items” from Central Market, a Texas-based gourmet grocery store. Despite only using Instacart occasionally, she agreed because “the tip was really good.”
She walked towards the store. After filling a cart, bagging and weighing produce and ordering meat from the butcher counter, she finally arrived at the checkout. Suddenly the order disappeared.
“I had literally just scanned an item five seconds before,” she says.
Realizing the order had been cancelled, Gibbs contacted Instacart’s customer support system, known as the Care Team. In a series of follow-up videos, she shared her alleged conversations with the company.
A text conversation, apparently with the care team, shows messages confirming that the order has been cancelled. Beyond that, Gibbs doesn’t get much information.
“What am I supposed to do,” she wrote. “I did all this work and I don’t even get paid for it.”
As Gibbs continues to seek clarification, the care team accuses him of “demanding unnecessary pay” and apparently threatens to disable parts of his account.
“Instacart you gotta do better!! This shouldn’t be allowed to happen!” Gibbs captioned his original video.
According to Instacart’s website, customers can cancel an order at no cost, as long as their driver hasn’t started shopping. After that, they may face a $15 cancellation fee.
Many TikTok commenters, like Gibbs, thought some of that money should go to the driver.
“Instacart should be legally responsible for purchasing these groceries,” one user wrote. “Such a waste of store resources.”
“The reason I stopped doing Instacart for this exact reason,” added another.
“Okay the client canceled it but you should be compensated for the start,” another wrote.
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