Review: Very Disappointed With Instacart

I placed an order from Total Wine & More for three items, but when my order arrived, the beer I paid for was missing from the bags. I was still charged for the item even though it was never delivered. I contacted Instacart expecting a simple refund for the missing item, but instead, my refund was refused. I don’t understand how a customer can be charged for an item they never received and then be denied a refund. This is not about getting something for free—I simply want to be refunded for what I paid for but did not receive. I have video of the bag I received. I also have documentation showing the order and delivery information. I’m extremely disappointed with how this was handled. I have used Instacart expecting reliable service, but refusing to correct a charge for a missing item has seriously damaged my trust in the company. Because Instacart has refused to resolve this, I will be disputing the charge with my bank. I hope Instacart reviews this situation and does the right thing.