Ask HN: Did I make the gods at Instacart mad somehow?

My account can no longer Add a Special Request. The big rectangular button just disappeared completely from every page type in the mobile and the web app. Is this some sort of passive-aggressive Unprofitable/Headache Customer-Be-Gone™ gambit?

It's not like we're making a zillion special requests, only one or two essential, common products by specific name and department. And we've always tipped well and only reported real, important issues (which, sadly, there have been one to three with all but one order).

I called customer service and they said they'd escalate to some other group, but the issue is still there and there's been no follow-up. (Oh, and we were cheated out of a $20 product that wasn't actually delivered on the last Costco order and customer service also never followed-up, so it fell outside of the 7 day window and so we got stuck with paying for something we didn't receive.)

I'm unsure about ordering again, and considering just risking going myself to save the headaches, time, and costs. I really want to love IC (YC S12), but the issues and the lack of communication, so far, have gotten in the way. :'(

Any suggestions?