Analysis of 9 800 customer reviews for Instacart shows dissatisfaction with payments

The grocery delivery service Instacart makes it possible for people to shop online and get groceries delivered the same day. The company had some controversy about their salary system but it appears it was not only workers who were dissatisfied. When we analyzed customer reviews about the company, we saw that users were also complaining about the payment system.

What do we base our findings on?

According to customer reviews, it seems like this company has some issues with payments. The topic “payment” is mentioned in 10% of all reviews and it has an average grade of 2,13 / 5, which is lower than the overall average.
The topics “fees”, “refund” and “charged” does also have a negative impact on the grade. Looking closer at the reviews, one can see that customers experienced unexpected fees and some even got charged for orders that were canceled. With an average grade of 1,80, it appears that customers are also having trouble with the refunds.

On top of this, our analysis shows that customers who talk about “card” in connection with “information” are really upset. The topic “card” has an average grade of 1,59 and some reviewers claim their credit card info was stolen by the company. Whether this is true or not, we suggest the company take a look at both payment and security systems.

The research team at Gavagai had run this analysis using our text analysis tool. Data in this article are collected from public data that is published on Google Play.

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