Why is Instacart NOT Allowing Chat Til It's Too Late?

For several months, I have been unable to "chat" with a shopper during an order. Don't get me wrong, I adore the hard working shoppers. BUT why is there no chat til it's too late. Only when the order is DONE, does the stupid chat feature turn on. WHAAT. What can we do as I like instacart and the wonderful shoppers but not having chat screws things up royally. YES, have contacted them and the "so sorry" blah blah is all they offer. ??