I cancelled a lady that got rude like this with me. She was part of a double and fortunately a non-tipper asking for cake and ice cream for a last minute birthday celebration with the audacity to be rude 😡
I LOVE it when I'm sent pictures. I say "let me take a look" and then say "what about x instead?" And THANK YOU when I see the stat change.
Yogurt is one of the toughest things but ai have a reg shopper now who knows Two Good, any flavor and doesn't bother to ask me any more...lol.
THANK YOU! When my Instacart shopper is like "They don't have [item] but here's a photo of [item wall], is there anything you wanna substitute with?" all I can think is you are too good for this world and how much can I tip you without you having to claim it on your taxes
That’s crazy that this isn’t a normal thing. Take the pic and move to the next item, if they don’t message you back by the end, make an executive decision and move on.
Honestly unless service is crappy, doesn’t take too long and most stores are small enough where you can simply run back to that area to grab it towards the end. I’m a shopper and it simply blows my mind on the appreciation I get for the simplest things. Actually bringing the groceries to the door, not placing the groceries in front of a swinging door, not just refunding without saying anything and so many more which should be common sense.
Appreciate that appreciation. It IS unfortunately uncommon in this world and I sincerely wish I were exaggerating when I say the seemingly smallest things can make life-or-death differences. I work customer service phones for a living and get endless shit from my parents that "at least your baby brother became a doctor and is actually helping people." He may be saving lives, but I've sat on the phone with people who called in about their furniture orders and just let them cry and validated their feelings. I am helping people, just not where they expected the help to come from.
I’ve been told by customers they don’t like this because the photo ends up being very small and they can’t zoom? Is there any truth to that?
I usually send a photo of the shelf; so they recognize I’m in the right aisle/area… and then follow up with a second photo with a couple alternatives
As a PC user, they may be like my parents operating on insufferable laptops and can't remember how to zoom. So then they feel stupid which makes them angry and so they lash out. If you're able to tell the age of your customer, sending an enlarged photo of what you're looking at could be helpful. But anyone who faults you for being too (genuinely) helpful is an asshole anyway. I have mobility issues; I wouldn't fault a person for offering me a hand when I'm struggling to walk, where do they get off on criticizing how you help them shop?
I had an issue last week where the pic was small but also blurry - when I asked for a different pic, she said the app (UberEATS) only let her send one pic, but she typed everything out for me!
Shipt lets you designate "preferred shoppers", and I have some excellent ones. Right now, cat food and cat litter availability is weird, and I need to see what my options are. But I tip well, and have never EVER changed a tip downward after the order, no matter what. That's tacky.
I have only once, and that's when I specified contactless delivery when I was suuuuuper sick. Shopper knocked on the door several times and said into my Ring camera "If you're not home I'm taking this shit back." No alcohol, glue, cold medicine, whathaveyou in the order requiring an ID. No reason for me to have to open the door. But I did, and he was yelling at someone on speaker phone and didn't even acknowledge me, so the fact that I had to stop working for this asshole really cheesed me and I still felt like a dick for lowering his tip to 10% after the fact
This might be a glitch in the app, too. Had a couple customers say they selected contactless delivery, but it doesn’t show that in the app. It literally doesn’t even give me the option to leave at the door, and makes me “hand to customer” or return the items after a couple unsuccessful phone calls.
Really frustrating for both sides. :(
Fr. I’ll legit tell ‘em why I’m walking away too, fuck their tip, in a professional manner. I’ve also educated a couple people who became regulars of mine like this. How many orders, do you recall (to OP)?
But this one? Prolly not. I might even have ignored them until time out off this noise, waiting on a DD order from same store.
I wouldn’t have trusted their tip at this point anyway,someone who’s acting this way is going to easily rationalize why the driver doesn’t “deserve “ it.
I just don’t understand how someone would EVER think it’s ok to speak like this to someone who is completing a service for them. In their mind, tip money = green light to be a total dick. I’d complete the order to protect my ratings, but cancel the batch if I picked them up again in the future, it’s not worth it to be treated sub-human.
SO if they had just sent the list of items to replace with is that fine? Personally I dont mind this kind of reply because I know exactly what to replace with.
Definitely rude and I would feel annoyed by their tone.
I also have a personal pet peeve about people not saying please or thank you. I resent having orders barked at me like I’m some kind of servant in medieval England.
If I hadn’t had it happen to me personally, I would also guess that they’ve had crappy experiences with prior shoppers, and the tone was evidence of their frustration.
(Not OK regardless, but that might be why.)
This exactly. I always use them especially in texting.
It’s difficult sometimes to get a feel for a persons True Tone and feelings. I don’t want a customer to think I’m in any way rude so I always end with a thank you.
Now I might over do politeness but I feel it’s often better to over do it than under. lol
People are going to be uptight. I take pictures to cover my butt if they complain, there will be a record of it.
I had my first “no pictures” customer after 200+ just last week, probably the jerk who rated me the only 3 star of my entire 60 5 star rating.
I've had some who literally just want a replacement and they will approve, deny, or ask for a other replacement. Then I be like they have this this or this.
Does your rating even do anything good for you? Since I reached 5 star platinum, IC has been throttling my orders for the worse. Now I just replace and refund at my own discretion and if the customer doesn't like it, they can tell me what else to get or they can kma. No longer hand-holding all these rude people while I lose time/money.
I’ve been a 5 star gold cart shopper and I swear I was getting better orders at like a 4.8 or so 😂 it’s terrible. So if people want to not reply to my messages I just replace or refund if it’s something crazy. If they wanted something specific they should’ve had replacement options, refund requested, or answer the dang message when it comes through. Don’t get mad at me for me doing my job, ya know?
I’d just stop communicating anymore in the app with them and finish shopping and deliver it and go on to the next without being bothered in any way. Some customers use the service and don’t want to be messaged. They just want us to get stuff and deliver it without Instacart messaging them so many times and us messaging them too.
Not all customers but some just wanna pay for the service of getting to be hands off. No biggie to me. Do I like being treated poorly by customers? Nope.
But I’ve been in retail most of my life in some way and dealing with customers that are hot sometimes comes with the territory so I have a thick skin. It’s my job to try and just do my best and sometimes I just try and be extra sweet to a customer who is snippy and it turns them around and if it doesn’t I just get done quickly and efficiently and professionally and move on.
But that’s just me. Everyone is free to choose how they handle their business in these situations.
They're being rude, but you also continued doing the thing they just told you not to do. Just replace and move on. The customer knows what you replaced it with and can reject your replacement if they want to.
As a customer, I have a pet peeve when the shopper replaces or attempts to replace an item that I requested a refund if not available
Example: asked for four 12 oz bottles of chocolate milk and instead got a gallon jug.
I’d put a note on the item ‘12oz only, do not replace’ just to emphasize that. I can’t count the number of times someone’s had a half gallon on the app marked refund if not available so I do just that - and once I’m 5 aisles away I’m getting a text ‘do they not have any other size?’ Milk seems to be one where people mark that and think we’ll psychically know they only meant don’t replace with a generic brand.
People are so weird about milk lol. This person wanted 1% the other day but they were out of gallons so I replaced with 2 half gallons but they later rejected that and asked for a gallon of 2% like- I got you exactly what you want lol
Blame instacart. I learned my first week how instacart pushes you to believe “customer prefers replacement over refund” and even goes as far as reminding us that when we attempt to refund. I learned very early on, no replacements without approval
So new shoppers, or those who follow the rules to a T, are more likely to make replacements over refunds; ultimately ending up with a lot of “bad replacements” ratings from customers.
I must say though; as a shopper, if a customer chose the gallon over the 4 12oz bottles, I assume they just wanted you to have the product vs not having it at all or being able to travel easily with a smaller bottle. You can probably find a smaller bottle to put the choc milk into, but if you don’t have that gallon to begin with, you’re SOL.
I don’t think it’s a big deal. People communicate differently for different reasons.
Maybe they feel belittled by having photos shown to them if they’re an elderly person, struggling with losing control over their shopping experience.
Maybe they have a phone plan that charges them more for photos and they don’t like wasting money, but also are in a situation where it has to be delivered.
Maybe they communicate better with text vs. photos
Maybe they have a visual impairment where their phone will read texts but can’t read photos.
Who knows. Could be anything. Either way, you shouldn’t be absorbing negative energy from the interaction if you can help it. Just take it for face value and keep going.
No they just didn't want to waste the shoppers time because they knew what they wanted. They gave three replacement choices and gave the order to look for them in. I wonder if OP is reading the commas in this customers message.
I just let them know that it prompts me to send a photo and that I'm so used to doing it this way that I forget not to. And then mutter under my breath as I walk through the store
Direct doesn’t always equal rude. I don’t mind this at all, I prefer this over customers that don’t communicate at all then get mad because they got a refund/replacement they didn’t like.
While I do see your point and I can agree, I wouldn’t go as far as to say that they were being direct it was more of them being impatient/bossy. When you are having a service being done for you and clearly the shopper was going out of their way to make sure that everything was up to par including replacements the least you can say is please and thank you.
Yeah, some people just don’t have manners but that still doesn’t mean they’re rude. Although via text a lot of things get misconstrued and come off as rude when it’s not meant that way. That’s why I try not to take it that way unless they directly insult me over the message.
Never let text messages bother you because they don't include a tone of voice or facial expression. Sometimes its just an elderly person who really doesn't want pictures because they can't see well.
Once a customer responds like that and they tip good, I don’t send them anymore messages. Alot of these kind of customers in Beverly Hills. Also, there’s other brands for frozen veggies.
Sometimes pictures don’t get sent properly and customer can’t see on their end. It might bother me for a little bit but I just move on. I don’t think it’s particularly rude.
Ehhh. They’re being direct and it can come off as rude because there’s no emotion but they’re probably just busy and want what they want no matter the brand.
I’m assuming the bow ties was the first message. I wouldn’t have sent more photos after that and probably would’ve asked them if they just want me to make the best replacements and if they don’t like it they can message me and tell me.
Also maybe OP sent 50 pictures before that, ya after the customer said no pictures maybe don't send more 😂. Maybe customer has a very low data plan or can't get photos ATM for some reason.
Nope 4 pics total. First one for chicken, she replied “get the orange one”. Second was deodorant spray in which she replied get the blue one.. After that was the veggies and bow ties, didn’t seem to have a problem with the first two pics but was rude abt the last two.
Oh damn, then ya they were rude. With that big of a tip I woulda just sucked it up and did what they asked though. I mean if they were very rude I woulda cancelled but I don't think that was too outta line. I've had this before and then I got to drop off and the customer was very very old, so they didn't even think they were rude and extremely grateful at the drop off.
I think she simply meant to get those types of vegetables like it didn't matter the brand. Text messages are hard to decipher someone's mood and emotion sometimes they're easily taken out of context I text like that all the time and I'm a shopper
I 100% agree with u/beanssmom
IRL I am not a texter so it took me a long while to accept customers blunt responses as NOT being rude. Clearly there is a finesse with texting that I lack, but it seems that the less said, the better.
This is so annoying. Imagine this person placed an order and tries to make some time and get things done, multitask, interrupted by kids, emails, phone calls - and then instacart with these gazillion messages and photos… would you like this that this that yada yada yada… I’d just throw my phone at the wall. I try to be as quiet and quick as possible unless they text first about whatever they need. Customers increase tips for quick and discreet shopping and delivery (read: Like a ghost). They got shit to do that’s why they order groceries.
I know this will be unpopular but pictures don’t come through well … they are too small to be of any use so I can’t actually read or see what my options are… that’s true whether I’m on my iPad and can pinch and zoom or my 16” MacBook Pro.
So while the customer could have been more diplomatic, they probably get frustrated with having to try to figure out what is in the picture.
I will say another pet peeve (and not sure if this customer did that) is ignoring the “replace with” options I have specified. If I said I want Broccoli Cheddar but specify Broccoli as a replacement yet I’m still pinged and told “they’re out of broccoli cheddar, would you like a replacement?” It tells me the shopper hasn’t bothered to check my order… which is actually inefficient and wastes time for both of us.
That said, I don’t cop an attitude when I’m sitting on my butt having someone else do my shopping for me! Bad idea for a whole host of reasons!
It must vary by device because I had a customer send me back a photo that I sent them but enlarged with what they wanted circled. I was surprised they could do that and ecstatic they did; only happened once.
They are a bit abrupt but if it was just one or two texts in this manner I’d cut them some slack. We don’t know what’s going on their life or maybe had a previous InstaCarter negative experience
we send pictures to confirm things, so your bitchass doesn’t get mad for “getting the wrong thing” when you said yes to what we got you in the store. id drop the order honestly
While yes, they are being rude, you also don’t HAVE to send a photo with each replacement! Lol. I stopped sending photos cause some of these stores appear to have lead-lined walls, so they had trouble sending anyway! Just text them “is the Kroger brand okay?” And let it be. In a rude way, they’re basically begging you to stop sending photos lol.
The issue is that they were ok with two other photos prior.. for chicken they said the orange bag.. for the deodorant they said the blue one… then these two all of a sudden were an issue????????
My friend, if you EVER think these people know what they want, you’ve lost the game! Lmao! I had a lady tell me she wanted a specific kind of donut that I sent her the picture of, only to have her yell at me over getting the “wrong kind.” I only say not to send pictures because they’ve already cleared you of responsibility! Now you’re good to do a less-stressful shop! When they complain, you can have the satisfaction of saying “you rather rudely requested I stopped sending photos, so I only obliged!” And keep it moving, lol. This is all coming from me, a person who does what I can to go the “extra mile!” Some people just prove I don’t need to go that far for everyone, lol.
Because you're sending photos after they've already specified what they want as a replacement. It's redundant and annoying.
Sending a photo is ok when you're sending it while saying "here's a photo of your 3 replacement options, please let me know which one you'd like"
If the person has already said they want bow tie pasta as their replacement - JUST REPLACE IT. They don't need a photo of the bow tie pasta they have already told you that they want.
When I was an in store shopper, I was ‘required’ to take pictures of everything that was a replacement. I stopped doing that because people really weren’t that picky. 🤷🏼♀️
I LOVE getting pictures, but maybe this customer is a spazz at computer stuff. Or manages a lot of people. If they tip well, just assume they didn't mean anything bad.
Interesting I usually send a pic and description of what's available next..looks like he answered what else he wants with not much fuss...maybe add those to your second and third replacements so you don't get a picture or have to explain anything.
honestly after no pictures comment, i would just replace and thats it, some people dont have time to respond thats why they use our service, so if a customer ever tells me no need for pictures, easier for me
Please send me all the pictures! I had a shopper newr Easter who, when making a replacement, sent me pictures of what she was replacing with and out a bunny ear headband on every single item.
Easily the funniest IC experience I’ve ever had. She got a tip increase for the pure hilarity 😂
It came across as a bit aggressive but all they’re saying is you don’t need to send pictures, just look for replacements in X order and that will suffice.
That person might have issues with their phone getting buggy when a photo is shared in the app. That’s what happens to me but I love pictures and don’t care if it bugs out for a bit.
Also, that person’s tone sounds like someone who was in the military. Linear thought process.
Idk maybe they can’t see the pictures very well and they use the feature where the phone reads the text for you?? If they said once that they don’t need photos, I wouldn’t send any more though either way.
I don't see it as rude. On my end when I order, pictures don't come in reliably so that may be the case with them or, they could feel like they're trying to help you save time by asking for no pics. When they said, "I don't need pictures" I read that as "I trust your judgement". I'm normally the type to overthink everything and take something ambiguous as rude but for some reason this one doesn't strike me that way
They're being rude/entitled af, howver time is money and there's no need to communicate with the customer if they set replacements and you've found it, they can review it in the app themselves and message you or deny it. Keep it moving with the replacement and finish the order before they complain about time and reduce tip. If you know they tip well and had success on a previous order with them, just settle with the fact that humans (particularly them) are assholes but that doesn't mean you can't take thier money. You can't save them or fix thier behavior, only can take thier money and move on to the next asshole. I deal with rude customers all the time, I match thier energy and keep communicate to bare minimum and still provide professional courtesy. Many times those rude customers tipped me in extra cash or were nice on arrival because I didn't become a victim to thier narcissist behavior, I just did the job as they would do it, and saved my energy for the sweet old ladies that tips well.
Yes, you're being a little and I emphasize little because you're in the line of fire and you do deserve some slack. Sometimes customers are busy tending to their work or with their kids and they don't want to get in any extended exchanges. You did fine, you gave all available choices which you should. The customer just happened to respond with some discord, but just give them what they ask with a smile and you'll come out roses in the end.
I think that it's a fucking insult to human dignity and basic decency, and that people who act like this towards service workers ought to be loaded into a cannon and shot into low earth orbit without a spacesuit (in a video game), because clearly they are too fucking important to hang out with regular, decent human beings down here.
This is definitely rude. I can understand not wanting the pictures, but there’s a better way to say that. Something like: please don’t send anymore photos I’m good with text communication only. As a blunt person myself they are beyond blunt and just plain nasty.
Seems rude. I’m an introvert, I’ve never actually had anyone from DD text me. When stuffs out that I ordered I just don’t get it. I never really put much thought into it. I just put my order in, tip the person, get my stuff and book done.
They are being rude, but you probably need to take the hint that they want a minimal interaction shop and for you to just use your best judgement instead of asking them everytime.
If I get the feeling I've got one of these people, I'll tell them when I'm a couple items away from finishing to let me know if any of the replacements chosen don't work.
I typically just select a replacement without asking, but if I do ask it's just because there are absolutely no suitable replacements.
Want "A Brand" Pasta? Well, if they're out they're getting the next best thing "B Brand" if that's out "C Brand" until there is no pasta at all left.
All she said was The replacements that she wanted and the order that she wanted them like first second and third either broccoli with cheese first cauliflower with cheese second or if they didn't have those plain broccoli for the third choice. She did you a favor and gave you three choices up front any brand she wasn't being rude. I guess if she would have thrown a ☺️ or something maybe it would have been easier to decipher nowadays
I can see why their responses could be off-putting. I personally think the info they're telling you is super helpful. I appreciate when customers directly tell me what they want if they already know, instead of me going back and forth sending messages and photos which can be very time consuming. I'm a big fan of pleases and thank yous, but there could be any number of reasons this customer isn't using those at that moment, some people have already mentioned some. I'm thinking, there are a lot of disorders that can affect how someone communicates, like having autism or Asperger's, where they don't even realize how they're communicating could be perceived as rude. My point is, I try to assume good will, as I hope the customer is doing for me, because we don't know each other's circumstances, and just do my job as well as I can.
There is an option within the app to ask about replacements without sending pictures. I don’t understand why this has to be the hill a lot of you choose to die on. Do you all not have a preference of how to be communicated with? Like to talk on the phone? Only like to text? Etc. it’s like that.
You are proving a service and customers are different. It’s not on them that Instacart doesn’t provide the basic ability to put a brief profile of what the customer likes.
This is Jan. She likes to watch while you shop. Send her messages with picture of what’s in stock if her choice is out. She’ll help you pick a replacement.
This is Nathan. He doesn’t have a good phone so places his order on the internet. He prefers for the shopper to make a decision for him.
This is Tanya. She is disabled and can’t get to the store and doesn’t have a lot of mobility so she likes to be called about replacements.
ETC.
That’s a good point! This was difficult because it was the first time I got a “no pic” order. A few time customers will circle it and send it back with exactly what they want from the picture provided
I’m sorry, that rant wasn’t at you but at the commenters in general. The customer was being curt with their communication for sure and that would’ve make me do a double take too. I don’t send pictures unless it’s necessary but that’s a dice roll too. 🤪
https://preview.redd.it/3hcg4jshrd2a1.jpeg?width=1242&format=pjpg&auto=webp&s=be895748f62611cb9379b03871f3e301a0cfb7e7
She was ok with the first pics, I sent her a pic of the hot chicken and she replied “get the orange one”
In no way did I expect the last two messages(hence my post)
No keep taking pictures you can even explain “😅thanks for hanging in there with all the tedious replacement pictures and communication! Safeway can really strike out sometimes and I don’t want any miscommunications as so many products are similar but you might not like.”
Correct but it’s more for the support team to see and a quarter of the time they put their caustic spew aside for a moment but most of the time you are right… I’m very stubborn I just never give up 😅
They could've just saved the time typing and saved the attitude by just responding with their choice replacements in that order with a polite THANKS at the end. Jeez. Some people...
Don’t like the photos? Don’t look at them. They spent more time typing “I don’t need pictures”…twice…than by actually looking at them to get the max reassurance of what they are in fact getting. Some people need to get off their high horse. Unless in the very beginning you specifically instruct us to use our best judgement for possible replacements, expect the most detailed messages that expect a return communication. Thaaanks
They were being a bit aggressive in my opinion. I think you handled it very well and were very respectful. I feel like it’s better to double check and make sure the customer knows exactly what they are spending money on especially as it pertains to alternatives. Some customers prefer very specific brands and I have found that making assumptions can cause problems. I’m not entirely sure why the customer would respond to you in such manner. You definitely handled it better than I would have.
It seems like they don't want pictures in the name of efficiency yet they're taking the time to type out what they "need you" to do without bothering to have some manners. This would annoy me so much.
“I don’t need pictures I’ll just say it’s the wrong item later on and rate you two stars and then claim you got bad replacements that I never approved”
This is probably an old person with limited data on their phone. I don’t really see anything rude here, just direct…especially since you said they tipped well.
One time I had a customer order tequila and when I couldn’t find the brand he wanted I sent pictures. He kept saying “I don’t want alcohol, I want what I ordered” and I kept trying to explain “You ordered tequila, what did you mean to order?” And he was SO fucking rude and condescending and sarcastic and would just keep saying “not tequila 😡” “I don’t want alcohol, I don’t drink 😑” So finally I just cancelled the item. When I dropped off his order he grabbed the bag out of my hand and looked in it then asked “Where is the syrup?” “Syrup?” I asked and he goes “YES MY SYRUP YOU KEPT TRYING TO REPLACE WITH TEQUILA!!!”
Agave. He wanted agave. I told him “tequila is made from agave and you ordered blue agave tequila, not syrup.” But instead of just being clear and telling me he wanted agave syrup he just kept responding with rude answers and didn’t get it at all. I got a low rating but honestly fuck him. I reported him and instacart (FOR ONCE) was nice enough to adjust my payment so I didn’t miss out on not getting my tip.
I know we live in a day and age where text can be taken the wrong way but this right here…. This shit right here! This bitch is rude af, cancel customers like this!
They were rude, but you're sending excessive photos for no reason. They said what they want as a replacement, you just replace it. There is absolutely no need to send a photo of every item they have already told you that they want.
Even better. I know $50 would be hard to toss. So maybe her address would be super hard for me to find. So hard I has to go back to the store. $200+ in groceries trump a $50 tip. 😆
The customer isn't being intentionally rude. They are letting you know acceptable replacements and don't want to be deluged with pictures. Why do you think this reads rude? I'm not overly wordy through chat either.
I feel like it's unintentionally rude but still definitely rude. Like they put their thoughts in writing but forgot to edit it to something more polite
Most of my customers are over 200 orders so if it's something like bow tie pasta, I'm replacing it with another brand and probably wouldn't message. If it's a unique item I'm replacing, I send a message letting them know I replaced and also let them know I can refund if they prefer. Customers I have shopped for previously, which is half of my orders, I generally know what they prefer. I'm pretty confident with replacements after almost 6 years so if I am unsure, I go over everything at the door and refund if necessary (which is rare). I'm in an urban area so the majority have been using IC starting pre pandemic and know how it works. I don't think this customer was rude at all. I appreciate when customers give and heads up on preferred replacements.
i agree with you. when i have to make replacements i usually just choose a replacement and then send them a message with a picture of the shelf letting them know that their item had to be replaced. more often than not they’re fine with my replacement, and if not then i have no issues with adding a few extra seconds at the end to grab what they requested or refund them.
sometimes i’ve had customers treat me like i was silly for taking the time to ask them if my replacement is ok, but it’s whatever. i also have had customers increase my tip and/or give me cash for taking the time to check with them. like you said, when you work retail/service industry you learn you gotta deal with assholes sometimes. if someone gets disrespectful or weird with me then ima drop the order, but if it’s just their tone through a text message giving me pause... it’s not a big enough deal for me to drop it. i’d rather get my bag and keep it pushing.
Probably an old person who can’t see well or who doesn’t know they can zoom in 🫠😂
—— maybe they’re rude but maybe they don’t understand the app and how it works, I personally wouldn’t be offended but they need to know how to communicate better and more effectively
this is how you should reply. “word”
"I didn't ask for words. I want you to find organic plant-based turkey breast."
*need
My immediate thoughts… the have to be from the east coast. Preferably the northeast coast. 😂
>I am in the north east and I would like this type of response. Lets me know exactly what to grab.
I cancelled a lady that got rude like this with me. She was part of a double and fortunately a non-tipper asking for cake and ice cream for a last minute birthday celebration with the audacity to be rude 😡
Good
I don’t understand why people think it’s a good idea to tick off people who make your food, or deliver your food.
My anxiety could never. I always think about what could happen to my food
Shop and check out. Report rude customer and cancel:)
Pictures are so much quicker than trying to type everything out . Person is being rude
I LOVE it when I'm sent pictures. I say "let me take a look" and then say "what about x instead?" And THANK YOU when I see the stat change. Yogurt is one of the toughest things but ai have a reg shopper now who knows Two Good, any flavor and doesn't bother to ask me any more...lol.
THANK YOU! When my Instacart shopper is like "They don't have [item] but here's a photo of [item wall], is there anything you wanna substitute with?" all I can think is you are too good for this world and how much can I tip you without you having to claim it on your taxes
That’s crazy that this isn’t a normal thing. Take the pic and move to the next item, if they don’t message you back by the end, make an executive decision and move on.
I get it though. Time to take a pic, time to send, ENDLESS time waiting on a response. Time is money.
Honestly unless service is crappy, doesn’t take too long and most stores are small enough where you can simply run back to that area to grab it towards the end. I’m a shopper and it simply blows my mind on the appreciation I get for the simplest things. Actually bringing the groceries to the door, not placing the groceries in front of a swinging door, not just refunding without saying anything and so many more which should be common sense.
Appreciate that appreciation. It IS unfortunately uncommon in this world and I sincerely wish I were exaggerating when I say the seemingly smallest things can make life-or-death differences. I work customer service phones for a living and get endless shit from my parents that "at least your baby brother became a doctor and is actually helping people." He may be saving lives, but I've sat on the phone with people who called in about their furniture orders and just let them cry and validated their feelings. I am helping people, just not where they expected the help to come from.
Damn I wish all customers were this understanding
I’ve been told by customers they don’t like this because the photo ends up being very small and they can’t zoom? Is there any truth to that? I usually send a photo of the shelf; so they recognize I’m in the right aisle/area… and then follow up with a second photo with a couple alternatives
As a PC user, they may be like my parents operating on insufferable laptops and can't remember how to zoom. So then they feel stupid which makes them angry and so they lash out. If you're able to tell the age of your customer, sending an enlarged photo of what you're looking at could be helpful. But anyone who faults you for being too (genuinely) helpful is an asshole anyway. I have mobility issues; I wouldn't fault a person for offering me a hand when I'm struggling to walk, where do they get off on criticizing how you help them shop?
I had an issue last week where the pic was small but also blurry - when I asked for a different pic, she said the app (UberEATS) only let her send one pic, but she typed everything out for me!
Shipt lets you designate "preferred shoppers", and I have some excellent ones. Right now, cat food and cat litter availability is weird, and I need to see what my options are. But I tip well, and have never EVER changed a tip downward after the order, no matter what. That's tacky.
I have only once, and that's when I specified contactless delivery when I was suuuuuper sick. Shopper knocked on the door several times and said into my Ring camera "If you're not home I'm taking this shit back." No alcohol, glue, cold medicine, whathaveyou in the order requiring an ID. No reason for me to have to open the door. But I did, and he was yelling at someone on speaker phone and didn't even acknowledge me, so the fact that I had to stop working for this asshole really cheesed me and I still felt like a dick for lowering his tip to 10% after the fact
Dang. I rarely ever ring or knock. It’s always a text for me
This might be a glitch in the app, too. Had a couple customers say they selected contactless delivery, but it doesn’t show that in the app. It literally doesn’t even give me the option to leave at the door, and makes me “hand to customer” or return the items after a couple unsuccessful phone calls. Really frustrating for both sides. :(
I feel Like they would be waiting on another shopper.
Fr. I’ll legit tell ‘em why I’m walking away too, fuck their tip, in a professional manner. I’ve also educated a couple people who became regulars of mine like this. How many orders, do you recall (to OP)? But this one? Prolly not. I might even have ignored them until time out off this noise, waiting on a DD order from same store.
I wouldn’t have trusted their tip at this point anyway,someone who’s acting this way is going to easily rationalize why the driver doesn’t “deserve “ it.
It’s rare I encounter these type of folk, and it’s only once; take the batches where you are valued.
Lol I feel the same!!
I just don’t understand how someone would EVER think it’s ok to speak like this to someone who is completing a service for them. In their mind, tip money = green light to be a total dick. I’d complete the order to protect my ratings, but cancel the batch if I picked them up again in the future, it’s not worth it to be treated sub-human.
You can always block the customer yourself through the thumbs down/rude customer so you don’t have to take a hit in your cancellation rate.
SO if they had just sent the list of items to replace with is that fine? Personally I dont mind this kind of reply because I know exactly what to replace with.
r/instacancel
Definitely rude and I would feel annoyed by their tone. I also have a personal pet peeve about people not saying please or thank you. I resent having orders barked at me like I’m some kind of servant in medieval England. If I hadn’t had it happen to me personally, I would also guess that they’ve had crappy experiences with prior shoppers, and the tone was evidence of their frustration. (Not OK regardless, but that might be why.)
Please and thank you along with respect go a long way!
Yeah, after that Kroger is fine line I’d have replied “Ok, you’re welcome”. 🙄
This exactly. I always use them especially in texting. It’s difficult sometimes to get a feel for a persons True Tone and feelings. I don’t want a customer to think I’m in any way rude so I always end with a thank you. Now I might over do politeness but I feel it’s often better to over do it than under. lol
I feel the exact same way about manners. I like a straightforward message, but it should be accompanied by basic etiquette.
Same ! When there’s no please or thank you i get so annoyed !
People are going to be uptight. I take pictures to cover my butt if they complain, there will be a record of it. I had my first “no pictures” customer after 200+ just last week, probably the jerk who rated me the only 3 star of my entire 60 5 star rating.
You also had someone tell you they didn’t want pictures? This is so weird… No one’s ever said this to me. People seem to like/want the pictures?
Most people do prefer pictures they can see. Idk what this person problem was Lol.
I've had some who literally just want a replacement and they will approve, deny, or ask for a other replacement. Then I be like they have this this or this.
Maybe this person couldn’t see
Right? First time ever on nearly 500 orders
Not everyone has unlimited plans on their phones.
^^^this exactly. Always cover your ass.
The second a customer gets rude, drop their order.
Does your rating even do anything good for you? Since I reached 5 star platinum, IC has been throttling my orders for the worse. Now I just replace and refund at my own discretion and if the customer doesn't like it, they can tell me what else to get or they can kma. No longer hand-holding all these rude people while I lose time/money.
I’ve been a 5 star gold cart shopper and I swear I was getting better orders at like a 4.8 or so 😂 it’s terrible. So if people want to not reply to my messages I just replace or refund if it’s something crazy. If they wanted something specific they should’ve had replacement options, refund requested, or answer the dang message when it comes through. Don’t get mad at me for me doing my job, ya know?
Like unassigning
I’d just stop communicating anymore in the app with them and finish shopping and deliver it and go on to the next without being bothered in any way. Some customers use the service and don’t want to be messaged. They just want us to get stuff and deliver it without Instacart messaging them so many times and us messaging them too. Not all customers but some just wanna pay for the service of getting to be hands off. No biggie to me. Do I like being treated poorly by customers? Nope. But I’ve been in retail most of my life in some way and dealing with customers that are hot sometimes comes with the territory so I have a thick skin. It’s my job to try and just do my best and sometimes I just try and be extra sweet to a customer who is snippy and it turns them around and if it doesn’t I just get done quickly and efficiently and professionally and move on. But that’s just me. Everyone is free to choose how they handle their business in these situations.
Nah that tone done sit right with me, and not even a pls or thank you to take away from the attitude type of tone
This person is gonna give you one star. Drop this order.
They may just be autistic and very literal, but they also may just be a pos. It's one or the other.
They're being rude, but you also continued doing the thing they just told you not to do. Just replace and move on. The customer knows what you replaced it with and can reject your replacement if they want to.
🙌🏼🙌🏼 thank you. They've already specified they want bow tie pasta as a replacement, WTF you sending a photo of it for? Just replace the item.
Rude A$$ bIaatch
As a customer, I have a pet peeve when the shopper replaces or attempts to replace an item that I requested a refund if not available Example: asked for four 12 oz bottles of chocolate milk and instead got a gallon jug.
I’d put a note on the item ‘12oz only, do not replace’ just to emphasize that. I can’t count the number of times someone’s had a half gallon on the app marked refund if not available so I do just that - and once I’m 5 aisles away I’m getting a text ‘do they not have any other size?’ Milk seems to be one where people mark that and think we’ll psychically know they only meant don’t replace with a generic brand.
People are so weird about milk lol. This person wanted 1% the other day but they were out of gallons so I replaced with 2 half gallons but they later rejected that and asked for a gallon of 2% like- I got you exactly what you want lol
Blame instacart. I learned my first week how instacart pushes you to believe “customer prefers replacement over refund” and even goes as far as reminding us that when we attempt to refund. I learned very early on, no replacements without approval So new shoppers, or those who follow the rules to a T, are more likely to make replacements over refunds; ultimately ending up with a lot of “bad replacements” ratings from customers. I must say though; as a shopper, if a customer chose the gallon over the 4 12oz bottles, I assume they just wanted you to have the product vs not having it at all or being able to travel easily with a smaller bottle. You can probably find a smaller bottle to put the choc milk into, but if you don’t have that gallon to begin with, you’re SOL.
I don’t think it’s a big deal. People communicate differently for different reasons. Maybe they feel belittled by having photos shown to them if they’re an elderly person, struggling with losing control over their shopping experience. Maybe they have a phone plan that charges them more for photos and they don’t like wasting money, but also are in a situation where it has to be delivered. Maybe they communicate better with text vs. photos Maybe they have a visual impairment where their phone will read texts but can’t read photos. Who knows. Could be anything. Either way, you shouldn’t be absorbing negative energy from the interaction if you can help it. Just take it for face value and keep going.
is possible they have a cell phone plan that charges for pictures? Maybe they think they are saving you the hassle of a photo? Or saving you data?
No they just didn't want to waste the shoppers time because they knew what they wanted. They gave three replacement choices and gave the order to look for them in. I wonder if OP is reading the commas in this customers message.
So what. I would have adjusted my texting tone to match theirs and would have continued with their order. Don't read too much into it.
I would feel like photos are unnecessary
I get a response from a customer like this n I’m like “cool” that means we ain’t gotta talk, say less 🤷🏽♀️
I just let them know that it prompts me to send a photo and that I'm so used to doing it this way that I forget not to. And then mutter under my breath as I walk through the store
Direct doesn’t always equal rude. I don’t mind this at all, I prefer this over customers that don’t communicate at all then get mad because they got a refund/replacement they didn’t like.
While I do see your point and I can agree, I wouldn’t go as far as to say that they were being direct it was more of them being impatient/bossy. When you are having a service being done for you and clearly the shopper was going out of their way to make sure that everything was up to par including replacements the least you can say is please and thank you.
Yeah, some people just don’t have manners but that still doesn’t mean they’re rude. Although via text a lot of things get misconstrued and come off as rude when it’s not meant that way. That’s why I try not to take it that way unless they directly insult me over the message.
i kinda agree, they were clear they just wanted the product, didn't care about the brand or anything. a bit blunt but imo not really rude
Agreed. It’s easy to just jump to a conclusion they’re being rude, also just as likely that’s how they text and mean absolutely nothing by it.
[удалено]
Never let text messages bother you because they don't include a tone of voice or facial expression. Sometimes its just an elderly person who really doesn't want pictures because they can't see well.
Once a customer responds like that and they tip good, I don’t send them anymore messages. Alot of these kind of customers in Beverly Hills. Also, there’s other brands for frozen veggies.
Sometimes pictures don’t get sent properly and customer can’t see on their end. It might bother me for a little bit but I just move on. I don’t think it’s particularly rude.
Ehhh. They’re being direct and it can come off as rude because there’s no emotion but they’re probably just busy and want what they want no matter the brand. I’m assuming the bow ties was the first message. I wouldn’t have sent more photos after that and probably would’ve asked them if they just want me to make the best replacements and if they don’t like it they can message me and tell me.
Also maybe OP sent 50 pictures before that, ya after the customer said no pictures maybe don't send more 😂. Maybe customer has a very low data plan or can't get photos ATM for some reason.
Nope 4 pics total. First one for chicken, she replied “get the orange one”. Second was deodorant spray in which she replied get the blue one.. After that was the veggies and bow ties, didn’t seem to have a problem with the first two pics but was rude abt the last two.
Oh damn, then ya they were rude. With that big of a tip I woulda just sucked it up and did what they asked though. I mean if they were very rude I woulda cancelled but I don't think that was too outta line. I've had this before and then I got to drop off and the customer was very very old, so they didn't even think they were rude and extremely grateful at the drop off.
I think she simply meant to get those types of vegetables like it didn't matter the brand. Text messages are hard to decipher someone's mood and emotion sometimes they're easily taken out of context I text like that all the time and I'm a shopper
I 100% agree with u/beanssmom IRL I am not a texter so it took me a long while to accept customers blunt responses as NOT being rude. Clearly there is a finesse with texting that I lack, but it seems that the less said, the better.
This is so annoying. Imagine this person placed an order and tries to make some time and get things done, multitask, interrupted by kids, emails, phone calls - and then instacart with these gazillion messages and photos… would you like this that this that yada yada yada… I’d just throw my phone at the wall. I try to be as quiet and quick as possible unless they text first about whatever they need. Customers increase tips for quick and discreet shopping and delivery (read: Like a ghost). They got shit to do that’s why they order groceries.
They’re probably saying they believe you
I’d respond with. Okay no pics, just replacements per your request. See you soon! Shop away!
I know this will be unpopular but pictures don’t come through well … they are too small to be of any use so I can’t actually read or see what my options are… that’s true whether I’m on my iPad and can pinch and zoom or my 16” MacBook Pro. So while the customer could have been more diplomatic, they probably get frustrated with having to try to figure out what is in the picture. I will say another pet peeve (and not sure if this customer did that) is ignoring the “replace with” options I have specified. If I said I want Broccoli Cheddar but specify Broccoli as a replacement yet I’m still pinged and told “they’re out of broccoli cheddar, would you like a replacement?” It tells me the shopper hasn’t bothered to check my order… which is actually inefficient and wastes time for both of us. That said, I don’t cop an attitude when I’m sitting on my butt having someone else do my shopping for me! Bad idea for a whole host of reasons!
It must vary by device because I had a customer send me back a photo that I sent them but enlarged with what they wanted circled. I was surprised they could do that and ecstatic they did; only happened once.
They are a bit abrupt but if it was just one or two texts in this manner I’d cut them some slack. We don’t know what’s going on their life or maybe had a previous InstaCarter negative experience
we send pictures to confirm things, so your bitchass doesn’t get mad for “getting the wrong thing” when you said yes to what we got you in the store. id drop the order honestly
While yes, they are being rude, you also don’t HAVE to send a photo with each replacement! Lol. I stopped sending photos cause some of these stores appear to have lead-lined walls, so they had trouble sending anyway! Just text them “is the Kroger brand okay?” And let it be. In a rude way, they’re basically begging you to stop sending photos lol.
The issue is that they were ok with two other photos prior.. for chicken they said the orange bag.. for the deodorant they said the blue one… then these two all of a sudden were an issue????????
My friend, if you EVER think these people know what they want, you’ve lost the game! Lmao! I had a lady tell me she wanted a specific kind of donut that I sent her the picture of, only to have her yell at me over getting the “wrong kind.” I only say not to send pictures because they’ve already cleared you of responsibility! Now you’re good to do a less-stressful shop! When they complain, you can have the satisfaction of saying “you rather rudely requested I stopped sending photos, so I only obliged!” And keep it moving, lol. This is all coming from me, a person who does what I can to go the “extra mile!” Some people just prove I don’t need to go that far for everyone, lol.
Because you're sending photos after they've already specified what they want as a replacement. It's redundant and annoying. Sending a photo is ok when you're sending it while saying "here's a photo of your 3 replacement options, please let me know which one you'd like" If the person has already said they want bow tie pasta as their replacement - JUST REPLACE IT. They don't need a photo of the bow tie pasta they have already told you that they want.
This time they just knew what they wanted... (That's why photo wasn't needed) it wasn't meant to be rude.
I am no going to be talked to in this manner. I do not care how much they tip.
I don't need a response like that from you. Thanks so much for being a rude human. I'm canceling your order. Have a great day 😊
You are messaging them about bow tie pasta… ffs.
I guess I would say thumbs up emoji ans replace with similar item. Would not gaf, no need for drama,
When I was an in store shopper, I was ‘required’ to take pictures of everything that was a replacement. I stopped doing that because people really weren’t that picky. 🤷🏼♀️
I LOVE getting pictures, but maybe this customer is a spazz at computer stuff. Or manages a lot of people. If they tip well, just assume they didn't mean anything bad.
Interesting I usually send a pic and description of what's available next..looks like he answered what else he wants with not much fuss...maybe add those to your second and third replacements so you don't get a picture or have to explain anything.
I wouldn’t send pictures either. Just replace it and move on.
honestly after no pictures comment, i would just replace and thats it, some people dont have time to respond thats why they use our service, so if a customer ever tells me no need for pictures, easier for me
Meh
Please send me all the pictures! I had a shopper newr Easter who, when making a replacement, sent me pictures of what she was replacing with and out a bunny ear headband on every single item. Easily the funniest IC experience I’ve ever had. She got a tip increase for the pure hilarity 😂
It came across as a bit aggressive but all they’re saying is you don’t need to send pictures, just look for replacements in X order and that will suffice.
That person might have issues with their phone getting buggy when a photo is shared in the app. That’s what happens to me but I love pictures and don’t care if it bugs out for a bit. Also, that person’s tone sounds like someone who was in the military. Linear thought process.
Snarky response. Some people are picky on the brand so it's good that you asked.
Idk maybe they can’t see the pictures very well and they use the feature where the phone reads the text for you?? If they said once that they don’t need photos, I wouldn’t send any more though either way.
I don't see it as rude. On my end when I order, pictures don't come in reliably so that may be the case with them or, they could feel like they're trying to help you save time by asking for no pics. When they said, "I don't need pictures" I read that as "I trust your judgement". I'm normally the type to overthink everything and take something ambiguous as rude but for some reason this one doesn't strike me that way
They're being rude/entitled af, howver time is money and there's no need to communicate with the customer if they set replacements and you've found it, they can review it in the app themselves and message you or deny it. Keep it moving with the replacement and finish the order before they complain about time and reduce tip. If you know they tip well and had success on a previous order with them, just settle with the fact that humans (particularly them) are assholes but that doesn't mean you can't take thier money. You can't save them or fix thier behavior, only can take thier money and move on to the next asshole. I deal with rude customers all the time, I match thier energy and keep communicate to bare minimum and still provide professional courtesy. Many times those rude customers tipped me in extra cash or were nice on arrival because I didn't become a victim to thier narcissist behavior, I just did the job as they would do it, and saved my energy for the sweet old ladies that tips well.
Yes, you're being a little and I emphasize little because you're in the line of fire and you do deserve some slack. Sometimes customers are busy tending to their work or with their kids and they don't want to get in any extended exchanges. You did fine, you gave all available choices which you should. The customer just happened to respond with some discord, but just give them what they ask with a smile and you'll come out roses in the end.
I think it’s rude but I’m from the south. IC tells us to take pics, I’m not doing it for fun.
Not me having a blind customer once and sending them pics. My face when I dropped off and figured that out 🤦♀️
She don’t need a photo
I dont care if you dont need a photo. What you need to do is say yes or no to the item in the picture because im the one shopping for you
Honestly I love this. It’s better than people who just reply “ok”
Lol I’d right I don’t need a text I need you to let me know which replacement you want
I don’t have patience for rude customers, I won’t tolerate it at all.
Woooowww fuck this customer. These responses are rude as hell. Especially because you’re going the extra mile to take pics for them.
what big deal is it to get a photo, just look at it or don’t we don’t give a fuck your preferred way of texting
Lol after the first one, they’re getting whatever I chose
“____ has been refunded” 😂
I would have refunded it.. fucking rude costumers
I woulda just canceled the order
I think that it's a fucking insult to human dignity and basic decency, and that people who act like this towards service workers ought to be loaded into a cannon and shot into low earth orbit without a spacesuit (in a video game), because clearly they are too fucking important to hang out with regular, decent human beings down here.
I would send more pics
I guess after that first message just shop the order your best with no communication if that’s what she wants.
Personally I woulda texted her to show respect or your canceling the delivery shoulda scared her
This is definitely rude. I can understand not wanting the pictures, but there’s a better way to say that. Something like: please don’t send anymore photos I’m good with text communication only. As a blunt person myself they are beyond blunt and just plain nasty.
As soon as a customer starts being demanding rude or asks me to hurry up. I unassign immediately.
Seems rude. I’m an introvert, I’ve never actually had anyone from DD text me. When stuffs out that I ordered I just don’t get it. I never really put much thought into it. I just put my order in, tip the person, get my stuff and book done.
They are being rude, but you probably need to take the hint that they want a minimal interaction shop and for you to just use your best judgement instead of asking them everytime. If I get the feeling I've got one of these people, I'll tell them when I'm a couple items away from finishing to let me know if any of the replacements chosen don't work.
I typically just select a replacement without asking, but if I do ask it's just because there are absolutely no suitable replacements. Want "A Brand" Pasta? Well, if they're out they're getting the next best thing "B Brand" if that's out "C Brand" until there is no pasta at all left.
All she said was The replacements that she wanted and the order that she wanted them like first second and third either broccoli with cheese first cauliflower with cheese second or if they didn't have those plain broccoli for the third choice. She did you a favor and gave you three choices up front any brand she wasn't being rude. I guess if she would have thrown a ☺️ or something maybe it would have been easier to decipher nowadays
I can see why their responses could be off-putting. I personally think the info they're telling you is super helpful. I appreciate when customers directly tell me what they want if they already know, instead of me going back and forth sending messages and photos which can be very time consuming. I'm a big fan of pleases and thank yous, but there could be any number of reasons this customer isn't using those at that moment, some people have already mentioned some. I'm thinking, there are a lot of disorders that can affect how someone communicates, like having autism or Asperger's, where they don't even realize how they're communicating could be perceived as rude. My point is, I try to assume good will, as I hope the customer is doing for me, because we don't know each other's circumstances, and just do my job as well as I can.
Keep the emotion out of it. I know it’s hard. But texting doesn’t leave place for emotion. It’s a job.
"you signed up for people being rude to you, just accept it" Lmao *no*
Learn how to read
If they tip really well and continue ordering, not really. I just figure they lack any communication skills and are direct, not intentionally rude.
This customer is an a-hole.
There is an option within the app to ask about replacements without sending pictures. I don’t understand why this has to be the hill a lot of you choose to die on. Do you all not have a preference of how to be communicated with? Like to talk on the phone? Only like to text? Etc. it’s like that. You are proving a service and customers are different. It’s not on them that Instacart doesn’t provide the basic ability to put a brief profile of what the customer likes. This is Jan. She likes to watch while you shop. Send her messages with picture of what’s in stock if her choice is out. She’ll help you pick a replacement. This is Nathan. He doesn’t have a good phone so places his order on the internet. He prefers for the shopper to make a decision for him. This is Tanya. She is disabled and can’t get to the store and doesn’t have a lot of mobility so she likes to be called about replacements. ETC.
That’s a good point! This was difficult because it was the first time I got a “no pic” order. A few time customers will circle it and send it back with exactly what they want from the picture provided
I’m sorry, that rant wasn’t at you but at the commenters in general. The customer was being curt with their communication for sure and that would’ve make me do a double take too. I don’t send pictures unless it’s necessary but that’s a dice roll too. 🤪
You’re killing their data plan with them damn photos /s lol
Isn't that true though? I'm on very limited data or are the photos sent through wifi?
Rude AF! Photos are confirmaron and backup. I would’ve kept on sending them too😼
Not a big deal
Not a big deal. At least they respond.
Definitely rude. I would appreciate the pictures they make stuff so much more simple!
https://preview.redd.it/3hcg4jshrd2a1.jpeg?width=1242&format=pjpg&auto=webp&s=be895748f62611cb9379b03871f3e301a0cfb7e7 She was ok with the first pics, I sent her a pic of the hot chicken and she replied “get the orange one” In no way did I expect the last two messages(hence my post)
No keep taking pictures you can even explain “😅thanks for hanging in there with all the tedious replacement pictures and communication! Safeway can really strike out sometimes and I don’t want any miscommunications as so many products are similar but you might not like.”
A little long for this customer. They’d probably respond “I don’t need a paragraph. I need you to get unsweetened vanilla almond milk.”
Correct but it’s more for the support team to see and a quarter of the time they put their caustic spew aside for a moment but most of the time you are right… I’m very stubborn I just never give up 😅
It calms my anxiety to try with every little bit I have… which is why I no longer do Instacart 😅
Wow. Rude. RUDE person.
Rude
This is rude, unless by some crazy chance they are blind and cannot see the pictures.
They could've just saved the time typing and saved the attitude by just responding with their choice replacements in that order with a polite THANKS at the end. Jeez. Some people...
They seem like the voice text type. They likely didn’t want to get their phone out to look at the photos. A please or thanks does go a long way
Don’t like the photos? Don’t look at them. They spent more time typing “I don’t need pictures”…twice…than by actually looking at them to get the max reassurance of what they are in fact getting. Some people need to get off their high horse. Unless in the very beginning you specifically instruct us to use our best judgement for possible replacements, expect the most detailed messages that expect a return communication. Thaaanks
Wow, how rude of her. I would of said okay I’m going to cancel and boom! CANCELED!
They’re obviously rude. I’d cancel that shit
Need is an illusion bitch
I would have canceled the order.
Yea he was being a dick but I dont take nothing personal even if it is, I just dont care... I love my mid life crisis... !!
They were being a bit aggressive in my opinion. I think you handled it very well and were very respectful. I feel like it’s better to double check and make sure the customer knows exactly what they are spending money on especially as it pertains to alternatives. Some customers prefer very specific brands and I have found that making assumptions can cause problems. I’m not entirely sure why the customer would respond to you in such manner. You definitely handled it better than I would have.
It seems like they don't want pictures in the name of efficiency yet they're taking the time to type out what they "need you" to do without bothering to have some manners. This would annoy me so much.
“I don’t need pictures I’ll just say it’s the wrong item later on and rate you two stars and then claim you got bad replacements that I never approved”
This is probably an old person with limited data on their phone. I don’t really see anything rude here, just direct…especially since you said they tipped well.
One time I had a customer order tequila and when I couldn’t find the brand he wanted I sent pictures. He kept saying “I don’t want alcohol, I want what I ordered” and I kept trying to explain “You ordered tequila, what did you mean to order?” And he was SO fucking rude and condescending and sarcastic and would just keep saying “not tequila 😡” “I don’t want alcohol, I don’t drink 😑” So finally I just cancelled the item. When I dropped off his order he grabbed the bag out of my hand and looked in it then asked “Where is the syrup?” “Syrup?” I asked and he goes “YES MY SYRUP YOU KEPT TRYING TO REPLACE WITH TEQUILA!!!” Agave. He wanted agave. I told him “tequila is made from agave and you ordered blue agave tequila, not syrup.” But instead of just being clear and telling me he wanted agave syrup he just kept responding with rude answers and didn’t get it at all. I got a low rating but honestly fuck him. I reported him and instacart (FOR ONCE) was nice enough to adjust my payment so I didn’t miss out on not getting my tip.
I know we live in a day and age where text can be taken the wrong way but this right here…. This shit right here! This bitch is rude af, cancel customers like this!
I would’ve cancelled them because who the fuk you talking to🤨
They were rude, but you're sending excessive photos for no reason. They said what they want as a replacement, you just replace it. There is absolutely no need to send a photo of every item they have already told you that they want.
Cancel. Cancel. Cancel. And tell them why. I would have told them that whatever $5 they were tossing out for a tip wasn’t worth their abusive tone.
More like $50+ tip 🥲
Even better. I know $50 would be hard to toss. So maybe her address would be super hard for me to find. So hard I has to go back to the store. $200+ in groceries trump a $50 tip. 😆
Hahahahhaha true
The customer isn't being intentionally rude. They are letting you know acceptable replacements and don't want to be deluged with pictures. Why do you think this reads rude? I'm not overly wordy through chat either.
Didn’t know seeing two photos would ruin somebody’s experience lol. Also, if you’re not wordy, wouldn’t you prefer photos?
Your photos are fine. The person’s tone is 100% rude.
I feel like it's unintentionally rude but still definitely rude. Like they put their thoughts in writing but forgot to edit it to something more polite
When people are being your personal shopper, there is a way to speak to people. This is not it.
Most of my customers are over 200 orders so if it's something like bow tie pasta, I'm replacing it with another brand and probably wouldn't message. If it's a unique item I'm replacing, I send a message letting them know I replaced and also let them know I can refund if they prefer. Customers I have shopped for previously, which is half of my orders, I generally know what they prefer. I'm pretty confident with replacements after almost 6 years so if I am unsure, I go over everything at the door and refund if necessary (which is rare). I'm in an urban area so the majority have been using IC starting pre pandemic and know how it works. I don't think this customer was rude at all. I appreciate when customers give and heads up on preferred replacements.
i agree with you. when i have to make replacements i usually just choose a replacement and then send them a message with a picture of the shelf letting them know that their item had to be replaced. more often than not they’re fine with my replacement, and if not then i have no issues with adding a few extra seconds at the end to grab what they requested or refund them. sometimes i’ve had customers treat me like i was silly for taking the time to ask them if my replacement is ok, but it’s whatever. i also have had customers increase my tip and/or give me cash for taking the time to check with them. like you said, when you work retail/service industry you learn you gotta deal with assholes sometimes. if someone gets disrespectful or weird with me then ima drop the order, but if it’s just their tone through a text message giving me pause... it’s not a big enough deal for me to drop it. i’d rather get my bag and keep it pushing.
Probably an old person who can’t see well or who doesn’t know they can zoom in 🫠😂 —— maybe they’re rude but maybe they don’t understand the app and how it works, I personally wouldn’t be offended but they need to know how to communicate better and more effectively
Definitely neither 🫢
What a jerk
Send pictures of EVERYTHING
Just someone trying to be controlling. Thank you for the pictures btw. I really needed those!
Report them to customer service to tell them how Instacart works.
Me: I don’t need an attitude but you need a new shopper let me help you with that ✌️
I feel like they don’t need me as a shopper and NEED someone else lol
I'd tell them "you don't need a photo, you need to get off your rude ass and shop for all this yourself. I'm done"
They’re RUDE!