One common theme is customer service. Whether it's good or bad service that the secret shopper experiences. For example, friendly and helpful staff or rude and unhelpful ones.
Common things include poor customer service like unhelpful or rude staff, dirty or unkempt premises such as messy stores or dirty restrooms, and issues with product quality or availability.
A secret shopper once went to a hotel. The lobby looked great and the check - in process was smooth. However, when they got to their room, there were hairs on the bedsheets. On the other hand, at a bookstore, the staff was very knowledgeable and helped the secret shopper find exactly what they were looking for.
There was a secret shopper at a jewelry store who was checking for product knowledge of the staff. The shopper asked about a rare gemstone ring. The salesperson initially gave some wrong information. However, when the shopper revealed their identity at the end of the visit, the store provided extra training to the staff so they could be more accurate with product details in the future.
Late deliveries are a common horror story. Maybe there's traffic or the store is super busy. For example, a shopper got stuck in a long line at the checkout and was late. The customer was furious.
There was a shopper who noticed a customer had ordered a lot of comfort food items. When delivering, the shopper found out that the customer was going through a tough time. The shopper left a kind note with the groceries. The customer later reached out to Instacart to praise the shopper's thoughtfulness. This story stands out as it shows how Instacart can be more than just a shopping service.
There was a shopper who got an order from an elderly customer. The list had some hard - to - find items. The shopper spent extra time going to different stores to find everything. When the shopper delivered, the elderly customer was so grateful and shared some old - fashioned recipes with the shopper as a thank - you. This shows the unique interactions that can happen during Instacart shopping.
One memorable story is about a mystery shopper in a bookstore. The cashier was so distracted by their phone that they rang up the items three times. The mystery shopper just watched in amusement as the cashier finally realized the mistake. It was funny because it was such a basic error in a place that's supposed to be calm and organized.
One common element is unprofessional staff behavior. Like the staff being rude or overly fake as in the case where they spot a mystery shopper. Another is poor service quality, such as a dirty hotel room or long waiting times. And sometimes, there are management issues, like the store manager yelling at the staff which creates an uncomfortable environment for the mystery shopper.
One horror story is about a Shipt Shopper who got a large order with a tight deadline. The store was out of several key items, but the customer wouldn't accept substitutes. The shopper had to run to multiple stores to try and complete the order, and in the end, still got a bad rating just because of the items that were out of stock. It was really unfair as the shopper did their best.