![]() “It’s like a guillotine – you’re cut off,” she said. A customer service number only exists for customers – not the platform’s contractors, which are directed to utilize a 24/7 chat function within the shopper app or communicate via email in the case of deactivations. She learned through the app that her appeal was denied without further explanation. ![]() ![]() An email from Instacart informed her that her account was “linked” to another account on the platform, a breach of the company’s contractor agreement, according to a copy of the correspondence shared with CNN Business.Īccording to Instacart, a “linked account” is the term the company uses to describe an account it has detected as having indications of fraud, but it does not mean there is a duplicate account using identifying information of the shopper, or that the shopper’s personal data has been compromised.įreedman, who was informed in the email that she could appeal, insisted she had only one account and sent documents to Instacart to plead her case: “I have only one account with Instacart … This is either an error or my account has been hacked?” she wrote.ĭespite numerous attempts to get the company to review her situation, including through social media, her account remains deactivated nearly a month later. It was good exercise – I was enjoying it,” she told CNN Business.īut in late March, Freedman was abruptly kicked off the platform she had been logging into daily to shop for and deliver groceries. For Rachael Freedman, shopping for on-demand grocery delivery startup Instacart felt like something of a dream job.įreedman, who is based in San Diego, signed up for the service in November 2020 after staying at home for years to take care of her kids.
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