People are luring Instacart shoppers with big tips -- and then changing them to zero

[demmiblue]

New York (CNN Business)In late March, Instacart worker Annaliisa Arambula accepted a grocery order that came with a big tip: $55. The store was just down the street, everything the customer wanted was available, and the order seemed to go off without a hitch.

But an hour later, Arambula checked her earnings on the Instacart app and the entire tip was gone, with a message saying the "customer modified the tip post-delivery." She ended up making just $8.95 from Instacart on the order.

"I was flabbergasted. I couldn't believe it," Arambula told CNN Business.

Demand for grocery delivery is surging amid the Covid-19 pandemic, and many customers are struggling to get the items they want or even a time slot for a delivery. Some people are dealing with that by offering big tips, as high as $50 or more, to entice Instacart workers to pick up their orders. But some of those people have turned the tactic into a bait-and-switch, offering up the big tip and then taking it away as soon as the person who risked their health to get them their groceries has made the delivery.

Before accepting a "batch" -- which can consist of one or a few orders from different customers -- workers can see the items requested, the store location, the payment Instacart provides workers for the job, and the tip being offered. Instacart allows customers to change a tip for up to three days. Some workers told CNN Business tips can make up half of their income or more.

"It's very demoralizing," said Arambula, who lives in the Portland, Oregon, area and has worked full-time for Instacart since June 2017. "I don't pretend to be a hero, like a nurse in a hospital ... but I literally am exposing myself [to coronavirus] and when I return home, exposing my own family to the possibility of transmitting this disease. When you know that it's somebody who's just doing it to game the system and to get their order when they want it, it's really frustrating." Arambula's husband is currently unemployed and at high risk for Covid-19 because he has diabetes, so they are relying on her work for Instacart to pay their bills.

https://www.cnn.com/2020/04/09/tech/instacart-shoppers-tip-baiting/index.html

[WhiskeyGrinder]

1. What's shitty is that the app lets them do that.

[dchill]

3. Exactly.

[ProfessorGAC]

5. Thought The Same

It would be easy to offer an option to add extra, after the fact, but not reduce it.
Then you could say $10, but if you really liked the service add a few bucks.
But, being able to renege sets it up for scamming.

[customerserviceguy]

32. What's shitty

is that this thing relies on tips at all. Just charge fifteen bucks for the delivery, and be done with it.

We already have too many jobs dependent on tips, why use high tech to add to the list?

[Lars39]

2. That's horrible!

[SWBTATTReg]

4. This is fraud?! Perhaps complaining to the authorities won't do any good, but to refuse to ...

service them any longer? Some people are just ignorant and despicable.

[csziggy]

15. Does their app aloow rating the customers?

I know at least one of the taxi services my husband used let the drivers rate the customer on tips and attitude.

At the very least, Instacart should let the shoppers notify them of this kind of customer abuse so maybe Instacart can ban those customers.

[lunasun]

27. good idea like Uber- crappy customer crappy rating and same for driver

[ck4829]

25. +1. That is definitely worth a ban

[cwydro]

6. I've never used that service, but that is just wrong.

This crisis doesn’t seem to always be bringing out the best in people.

[at140]

7. I used "instacart" only 2 times but I don't recall seeing a place to add tip

when I was ordering. May be it was with the higher class grocery store Publix, and the App works different?
I wanted to add a tip after picking up the items, but don't recall seeing a place for that either. Will look more next time.
Also how do you leave a tip on the credit card for the young person who brings the item out to my parked car?
I am a cashless person. Never use cash for anything any more.

[Arkansas Granny]

13. When I use Insta-Cart there is an option to add a tip before I choose "pay".

I can accept one of their suggestions (a percentage) or add a custom amount.

[at140]

16. Thank you. What % do you recommend?

My order is usually between $60-70.

[Arkansas Granny]

20. Like at a restaurant. I usually go for around 20% and round up to nearest dollar.

If service Is over and above, I increase.

[at140]

21. Good to know! 20% is my usual tip in restaurants

Now I feel bad for not leaving any tip in my 2 instacart orders.
I was under the impression that because instacart charges higher prices than shelf prices,
there was no place for tips. But those shoppers definitely deserve a good tip simply because they are exposing themselves to other shoppers in store.

[customerserviceguy]

34. You do know

that Instacart prices are about 20% higher than prices you'd see in the store? My lady looked at using Instacart to provide food for her brother, whose finances she manages. On top of the per-trip charge, I noticed that hidden surcharges were being added to prices.

While I agree with the 20% tip rule for dining out, in those cases, I know that often tips are pooled, and some goes to the person bussing tables, washing dishes, and cooking, as well as the servers who actually bring me the food and whatever else I need. Grabbing a can off of a shelf and sticking it in a basket doesn't seem like that much work in comparison.

We decided to go with our local supermarket's pick-up service instead of having anything to do with Instacart.

[Arkansas Granny]

38. A trip to the store for me would involve public transportation.

That's a risk I would rather not take right now as I am in a high risk category.

That person who is "grabbing a can off the shelf" is exposing themselves to possible contact with an infected person while performing a service for me. I will gladly tip.

[customerserviceguy]

48. You have to do what works for you

And the cashier in the supermarket (my daughter-in-law is one in the Seattle area) also gets exposed to contact with infected people, too. Should we now tip 20% to all cashiers?

[lunatica]

45. You obviously have no idea what you're talking about

and evidently you have a mean streak too.

[customerserviceguy]

47. Please elaborate

I think that the higher prices that Instacart charges for groceries should be used to pay the workers. Plain and simple.

Perhaps you favor the "gig economy" where big Internet companies make money off of the hard work of people who wear out their vehicles and bodies for a few cents.

Perhaps you can explain to me how my views are out of line.

[lunatica]

58. You're pretending you said this when you didn't

I’m not in the business of educating you.

[customerserviceguy]

61. You said

that I have no idea what I'm talking about, and that I have a mean streak.

As for what I'm talking about, well, I'll admit, I've never done grocery shopping for anyone besides my household. But as far as restaurant work, I do have some experience, especially in my younger years. I saw waitstaff have to work hard to make people happy, clean up after their messy children, get told to take things back to the kitchen, and schlep dirty dishes to a bus tray. I was the dishwasher who got those slimy dishes to clean.

Now, if comparing the work of a server, cook, busperson, or dishwasher to that of someone pushing a basket in an air-conditioned, relatively clean store and finding the restaurant jobs to be more worthy of a tip, then I guess that makes me mean.

[lunatica]

63. You nailed it. Self awareness is a good thing.

[customerserviceguy]

64. You certainly have a fitting handle. n/t

[SaveOurDemocracy]

8. Has anyone tried "Shipt"?

My sister used Shipt in Florida and recommend I try it in Pennsylvania. Haven't tried it yet but I will soon.

[mitch96]

9. The way the rich stay rich is not to spend money............ nt

[Midnight Writer]

22. The way the rich stay rich is by screwing working folk.

My bet is that every one of these assholes is a Republican.

[Loki Liesmith]

56. Oh pleez

[lunasun]

30. ++I worked years ago in service and at first it was always the ones you didnt expect

because big money big flaunt . Took me a while but not too long to see the pattern LOL
at first i thought maybe racist but white workers affirmed just stingy assholes

[dalton99a]

10. Despicable. Identify them as a public service

[ck4829]

50. That would be a good thing to do indeed

[marybourg]

11. In addition to what everyone else has said,

I'm troubled by the concept of dangling the "tip" in advance.

[shanti]

65. Yup

I've ordered from Instacart twice, but was unaware that the tip was displayed to the shopper before they opt to take the order. The 'suggested tip' by Instacart is insultingly low. I always bump it up to 20%, the same as I would tip for pretty much any other food service.

[The Magistrate]

12. That Is Flat Disgusting, Ma'am

Real 'beaten with sticks in a public square' level stuff. I don't suppose the workers could compile and enforce a blacklist, but it would be great if they could.

[50 Shades Of Blue]

14. That is beyond shitty! I used Instacart for the first time 3 weeks ago and

I added a huge tip. Have another order in the works and am doing the same. The shopper is taking the risk to get me groceries -- the least I can do is provide a very generous tip. Instacart should not allow tip-changing once an order has been placed.

[emmaverybo]

28. I don't see a way to change the tip. Maybe it's after delivery when you rate the shopper's service?

I have added the tip if I have forgot to change it from five percent in past. Now by default what you made it as a percentage previously is saved, but decreasing tip? I wouldn’t do it, but don’t see
how it can be done.

[50 Shades Of Blue]

42. I checked my order and didn't see a way to do it either. Guess it's too late to change?

[emmaverybo]

66. Well I think one can add but not take away the tip. Maybe it's different in a different state.

[Chainfire]

17. Why didn't I think of that?

I just left the tip and the thank you note in the back of the car......

People can be such slugs.

[MLAA]

18. Heartbreaking.

I have relied on deliveries from Target (shipt), Sprouts (instacart) and Whole Foods (?). I am over tipping because these folks are taking risks for me.

[sheshe2]

19. That is a horrible thing to do!

[LiberalFighter]

23. The service I used didn't include tip when making the original.

It only popped up when it was delivered.

[ck4829]

24. That's messed up

[Marrah_Goodman]

26. Some people really suck n/t

[no_hypocrisy]

29. Annaliisa Arambula should let all the grocery-shopping services know the name of this "customer"

and they block her orders from now on. If she stiffed Arambula, she will do it again.

[Hoyt]

31. Having worked for tips, I can't imagine something like that. However, employees shouldn't

prioritize big tippers either. Although, I feel for them for sure.

[standingtall]

33. The thing is their not employees

Which means they receive no wage at all. They don't do any orders they don't make a dime and if they accept an offer for too little they could be taking a loss. Their independent contractors so they can accept or decline any offer they want. Some can be too picky, but if their too picky they wont make any money. So either they'll adjust whatever their minimum, because each driver can set their own minimum or they will just stop doing it all together.

[Hoyt]

35. They got $8.95 from Instacart. Not a lot, unless they are filling

3 orders an hour, which would be tough unless close by and really hustling.

I understand going for the biggest tipper, but maybe after this, they’ll go for a $10 tip, rather than the ripoff tippers. Would also like to see ability to change tip restricted without evidence of really cruddy service.

[standingtall]

37. It is not like all the offers are point in front of them at one time

So if a $25 are coming across their phone who can blame them for accepting it or the majority of offers coming across the phone is $25 who blame them for turning down a $10 offer to hold out for a $25 dollar order. Instacart could fix it by not allowing customers to modify a tip to take it away. The their wont be so many scam offers. They could still allow customers to add to the tip, but not take away.

[Hoyt]

39. Greed is at all levels in this country. In this case, they got screwed because of it.

I agree with not modifying the tip unless documented really bad service.

[Midnightwalk]

36. Some people suck

The app is letting tip be used as an enticement and people are taking advantage of it.

They should either add a new “extra pay” category and/or hide the tip amount. Getting rid of tipping entirely is a different thing.

Letting the customer put a tip in at time of purchase is good for the the delivery person since it’s less likely the customer will forget. When thought of as a tip, allowing the amount to be reduced makes sense. There’s no reason to show that ahead of time to the delivery person (yeah everything is more complicated)

Showing the tip to the delivery person allows it to be used as an enticement. If that’s the use though the customer should not be allowed to change it.

Even just letting the customer pick whether to show the amount or not would work. But if you choose to show it you shouldn’t be allowed to change it.

[standingtall]

41. Instacart drivers are not going to take many low offers

Their not like Pizza Delivery Drivers where at least they get an hourly wage plus. Instacart Drivers don't get a wage. They a base pay according to the distance and the tips. So it makes sense to let them see they tip. Without that transparency every order would be a gamble for them.

[Midnightwalk]

43. I thought the tip could be added later

I’ve never used it.

If letting the customer choose whether to show the tip amount doesn’t work then maybe another option is to let the delivery person see how many times the customer reduced the tip amount.

Instacart ought to do something to stop this.

[standingtall]

44. Doordash allows tips to be adjusted later

but I've never heard of tips being taking away later. Some people put a minimum tip on initially and increase the tip after their order has been accepted.

[Midnightwalk]

46. Inducement versus reward

We seem to be thinking of tips the same way. It’s a reward. As a reward it makes sense to allow it to be adjusted later.

The app and usage wants to use it as an inducement. I’m not a lawyer but it’d be interesting to see what one had to say about the legality of changing an inducement after the fact.

I don’t do user interfaces but it’s kind of fun to think about how to adjust the app to address the bad behavior.

People who play this cheat suck and should pay a penalty. This discussion is helping me think through some this.

[Ms. Toad]

40. That stinks. If I was an Instacart shopper -

I'd be going to small claims court when all this is over. Even if the court fees eat up the damages for breach, it would be so satisfying.

Not knowing precisely how Instacart works, from everything I can see, the buyer made an offer, which included the tip - inducing the shopper to accept the terms (including the tip), then the buyer breached the contract by refusing to pay the tip.

If that doesn't work - detrimental reliance ought to. The shopper reasonably relied on the promise of the tip to their detriment (they turned down other gigs in order to get the big tip).

Hmm . . . sounds like a good contracts practice question for next Friday's class.

[Windy City Charlie]

49. Trying to understand this

Trying to make sure I'm understanding what is happening here. A customer is offering a huge tip as a means, in essence, to trick their way to the front of the line on being take care of, but have no intentions of following-through on the tip and after they get what they want they renege on the tip? Almost like a case of telling someone what they want to hear, but don't mean it.

What a rotten thing for a person to do!

[captain queeg]

51. I'd think drivers will figure out a way to post addresses who stiffed them

Pretty soon the assholes won’t be able to get a pizza or anything delivered.

[LaurenOlimina]

55. THIS

[leftyladyfrommo]

52. What a crappy thing to do. nt

[dewsgirl]

53. How awful.😞

[Olafjoy]

54. Letting people change the tip after is ridiculous

[ProfessorGAC]

57. OK If They Up It

Pledge $10. Shopper was fast, very friendly & efficient. I want to add $5. That would be a good reason to allow a change.
And, since it's all running on a computer, you simply program it to bill the original tip automatically. If someone wants to edit the order 1 hour or less from completion. And you can only raise it. The original pledged tip is fixed.
I'm no IT guy but I know how to nest IF statements. If I can do it, any professional programmer could do it their sleep!

[WyattKansas]

59. There should be a mandatory baseline tip percentage of at the very least 15%.

If a customer says they will tip more than that in the beginning, then they should have that amount automatically included in their total bill without the ability to change it. If the customer wishes to protest later, they may do so, but the amount should be refunded by the company if the customer actually has cause to protest. Seems fair to me, since the workers are the ones doing the work and taking the risk, while the company would then have means to remove bad employees as well.

If a customer doesn't like the charges, then they can shop for themselves.

[lettucebe]

62. That's pretty F'd up

They are stealing $ from the delivery people. It's shameful and shouldn't be allowed. How can you input an amount and change it after the fact? We need a few start-up companies to get into the food delivery business. The ones that currently exist are complete shit

[smirkymonkey]

67. That is just horrible!

I give all my delivery people at least a 20% tip and it's usually entered in to the order before anything is delivered. What an awful thing to do to someone who is risking their life to bring you what you need to survive. This just makes me so angry. What the hell is wrong with these people?