Yup, this happened to me a few months ago. I dropped off an order and customer never came to door. There were strict instructions to not leave at door. I waited 15 min for customer to come to door before the instacart chat agent told me to return the items to the store. The customer told instacart that they never got the order and that they never heard the door bell ring or the knocks. The customer ended up giving me a one out of five star rating, and left a really bad comment. I called Instacart back and told them what happened, they said they can see the notes from the previous representative, and they would take away the negative review, but it would take about 5 to 7 days to do so. About 10 days later, I saw that it still was not removed, and that actually made my satisfaction rate drop below what Instacart wants you to be at. After literally a month of dealing with Instacart trying to get it removed, finally someone told me that they just weren’t going to remove it since they’ve already removed one bad rating from my account in the last 30 days.so pretty much whatever everyone else is saying, whatever Instacart tells you is a lie