The app itself is actually very easy to use. The interface is clear, browsing items is simple, and placing an order is quick. So credit where it’s due for the user experience.However, the delivery and customer support side was very disappointing. I placed an order at 8:30 PM and it kept getting delayed (already about 20 minutes late and still waiting), and I couldn’t get a clear update on whether the driver had even picked up the order. I tried contacting support, but the responses weren’t helpful, and calling just led to being stuck listening to hold music without reaching anyone. I also requested a callback but never received one.I understand delays can happen, but not being able to get a straightforward update makes the whole experience frustrating. The app is good, but the service really needs improvement to match it.

I don’t want to give even 1 star as they don’t deserve it. The order was delayed for 3 hours and the items were not fresh as well. There is no coordination between the portal and the restaurant. Failed to fulfill the promises made on the app as the orders are delayed and after few hours they will inform that the order will be canceled because the store cannot fulfill the order. After waiting for 2 hours your order cannot be fulfilled “WOW”. You will have to add more items to your order. While placing the order it was never mentioned on the app and they’re misleading customers by doing false promises on app. If it was only regarding delay, it’s understandable but the quality of items sent are like 2 years old and not fresh. The staff is least bothered about customers and extremely rude and they will keep repeating the same thing which you already know. The manager “MARK” was least bothered about the issue and spoke as if he was doing a favor. Instead of taking the ownership of what happened he was explaining the issue and sounded like I had comprehension issue. It was nothing but a cover up for the issue and it was dealt carelessly. In short INSTASHOP or I should call it “LATERSHOP” cannot fulfill their promises and will keep dealing with issues the same way. Your meals will go for a toss and your whole day will be wasted to keep a follow up.

i am incredibly disappointed by the customer service, it’s honestly a joke. i have made 24 complaints and no one has done anything. they pretend like they have it in stock but they do not if you want to order something and then when it’s about to leave the store to have a timer that says u either don’t get it or you get something else that only they give a selection of options for then go ahead and get this app. I have never in my life seen something so inefficient, no one is controlling this app as they should, i hope you all are in the right mind and DO NOT buy this app unless u want to get lied to, disappointed and robbed. id lie and say i was having a good night but I most definitely am not, my 5 year old was so happy for her snacks and the products i needed to make her dinner but after having it say it was out of stock only once i had ordered it has ruined it all. i wish you all the best and if you, InstaShop are finally reading my message only once it’s gone public then make the changes now before you lose ALL your customers, you’ve already lost me.

I had an awful experience with Instashop. I placed an order, and the estimated delivery time was 10:30 PM -after an hour of ordering. Then I called to check the status around 10:25 PM and they casually told me they had sent the wrong order and I needed to wait for a new one. I ended up waiting until 11:20 PM – with no updates, no tracking, no driver contact, and no one answering my calls or messages. I was left in the dark, late at night, with no idea if or when the order would arrive. Completely unprofessional.To make things worse, they promised a full refund, but instead sent me a ridiculous 25 AED coupon. The next day, when I called to complain and request my actual refund, they had the nerve to ask me to return the products first – even though they admitted it was their mistake.Honestly, this is unacceptable. There are many better apps out there with proper service and accountability. Don’t even bother downloading Instashop.