CX Insights
Instacart ends price tests
Following an investigation from Consumer Reports, Instacart is ending its controversial price tests that charged consumers different prices for the same products. This is a followup from newsletter 75 - so a swift reaction to public feedback and a Senate bill introduced to crack down on surveillance pricing. In the meantime, Instacart also settled a lawsuit from the Federal Trade Commission and will pay $60 million in consumer refunds about alleged deceptive service fees for delivery orders and automatic membership renewal.
It’ll remain to be seen if consumers rebuild trust with Instacart. It’s an important reminder for CX leaders that your distribution and delivery partners play a role in a consumer’s experience with your brand; be mindful of the partners you choose!
Retailers brace for returns
Returns are estimated to cost retailers $850 billion in 2025 - just shy of 16% of total sales, slightly down from 2024. Of all returns, 9% are expected to be fraudulent.
Retailers are taking different measures to reduce the burden of returns. Some are using AI and machine learning to combat fraud. Some are charging for mail-in returns - H&M, Abercrombie & Fitch, J. Crew, TJ Maxx/Marshalls, and Macy’s charge anywhere from $3.99 to $11.99 for mail-in returns, with the founder of Happy Returns citing the increased cost pressure from tariffs as a reason for some retailers moving away from free returns.
Customers may change their shopping and buying habits - maybe some will go in-store to evaluate look, feel, and fit. Some will simply buy less, or take their business elsewhere. One study found that 84% of respondents would stop shopping at their favorite retailer if stricter returns policies were implemented.
If your organization is exploring any policies like this, CX leaders will need to balance the cost to the company with the impact on the consumer. Start monitoring customer sentiment around returns and explore alternative ways to meet customer needs and minimize the need for returns.
Dishonors list - UK’s worst customer service
The Guardian has shared their “Dishonour’s List” recalling the worst customer experiences in 2025. Some dishonorable mentions:
- A cell phone provider that had no process to change the principal account holder of a mobile phone contract except marking that person as deceased - and a representative suggesting the customer do that, at expense of the customer’s credit history
- A bereaved policyholder being hit with increases in premiums for home and auto insurance because she now lives alone
- Travelers having hotel and homeshare trips interrupted due to trees falling on the property or other guests using the hotel room while they were out, and originally not being offered a refund
These stories make you want to laugh and cringe at the same time. Take some time to review your edge case brand policies and make sure to seal any gaps, train agents, and update self-service materials accordingly.
AI Headlines
- China’s top internet regulator is drafting rules to govern the use of human-like AI services
- The CX Reckoning of 2025: Why Agent Experience Decided What Worked
- The AI Transparency Crisis Regulators Can’t Ignore
- VCs predict enterprises will spend more on AI in 2026 — through fewer vendors
- SoftBank to buy data center firm DigitalBridge for $4 billion in AI push
