Publix Delivery & Curbside
reviews and complaints

I’ve been using this app for a total of 2 months. I work long days and I started using it to have groceries ready at the end of my work day that way I can pick them up and go straight home. For some odd reason even though I was ordering everyday my latest order got canceled and I got an email stating that my account was deactivated. They then sent a email requiring me to send a picture with my name and card to verify it was me. I’ve never had to do this once with any company. I called to ask if there’s anything else I can do to recover my account because I don’t feel comfortable sending stuff like that over email. I was told that was the only way and if I didn’t do it I wouldn’t be able to use the account.

1: why do I have to go through a third party to buy my groceries while I’m the one picking it up.

2.why after about 2 months of ordering they’re just now doing this?

3.Every other company that I know of literally has more than 2 ways to verify your identity.

Instacart Publix is one of the worst mobile ordering apps I use. Inventory is never accurate. The search is horrible. You could search “Publix Greek yogurt” and you won’t find it until you scroll all the way down and ask it to load more. They also recently introduced six sponsored items for every search, which means you’re going to scroll down twice past a bunch of irrelevant items before you even get what you’re looking for. Search “cheddar cheese” and you’ll be presented with sponsored items for all other kinds of cheese, but most definitely not the one you searched for. The chat doesn’t update without refreshing the page (and sometimes restarting the whole app is necessary). The app reports you get to the store well before you actually arrive. You also can’t change your car color/type until it thinks you arrive, which often confuses the employees. Everyone else (Target, Sam’s, DoorDash) has this figured out but Instacart must have some of the worst leadership or developers or Publix is an awful partner.

Publix review
Publix is a wonderful store with great products and fair prices. They get FIVE ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ from me. I only wish I could say the same for their shopping cart system Instacart. I was very impressed with my first order that was easy to place and extremely fast delivery . Since it was such a wonderful experience, I decided to place a second order. I put items in my list, however I could not view my cart. It asked me to scan the QR code of my gift card, but it would not work and would not give me the option to enter the card number again. I submitted a text message requesting help, but heard nothing. I called Publix who suggested I call them instead. So I did. The agent was NO HELP at all!
He suggested I call my bank . I had no trouble placing my first order so I should have no trouble placing a second, because I have plenty of money on that card.
He suggested I reboot my iPhone, which I did and still the same problems.
I will call Publix in the morning in hopes they can take my order over the phone.

I tried this app twice and each time was a complete disappointment. The purpose of this app was to make shopping more convenient, when in reality it turned out the opposite.

1) There are not enough variety of items to choose from depending on your location.
-The items available are usually more expensive and not the usual brands you maybe familiar with. And the items I did choose, they tried to replace them with something completely different that I did not want.

2) The BOGOS do not work.
-I’m not sure if this is a technical difficulty; however, the app will tend to charge you full price although the item was advertised on sale.

3)Late delivery
-Not only does it take a long time for the person to shop for your items, but they did not deliver the groceries in the promised time frame (2hours) more like (4hours).

It is more convenient for you to go to the store, pick out your items, and stand in line than it would be to use this app.

I do not recommend signing up for their annual subscription of after my experiences!

I placed an order today - about $80 in groceries. While I was pleasantly surprised with the fee structure and ordering process - that’s about where my approval stopped with this. As my order delivery time approached, I got an email telling me that my order is delayed. The new estimate time was sent. That time came and passed. I waited 30 min after the new estimated delivery time and my order said it was still in the store . I finally called customer service - and the customer service rep apologized and offered me a free delivery on my next order. When I explained to her that offering me a discount if I should choose to spend more money with them doesn’t rectify the situation. I asked her to go ahead and refund my order since she couldn’t give me an estimate on delivery and had no details on the status of my order.

The net result was 3 hours later - no food and waiting 7 days for the credit back to my card.

This will be the first and last time I order with them. Next time I’ll just drive to Publix and save myself the wasted time.

It allows you to favorite items which would be great if you could shop from your favorites. But you can only shop from what they decide is my items. Leave it alone with stupid AI. I think I know better what I want. I look at the list of “My items” and it is full of items I did not want but they gave me as a substitute. So when I get the item I do not like...you will be reminded of the mistake in the “your items”.

One of the Publix apps should have a way to suggest items you would like them to carry.

It could make shopping a pleasure if we had a voice about what we want and we could control our own list of items.

Publix, you are lucky you will survive the cancel culture that will silently happen with well over 50% of the population that is over big corrupt businesses because you are privately held business and a huge amount of your profits go to your employees. Use that in the future and listen to your customers...less AI please...we know what we want...let us tell you, not the app. Thank you very much for being different.

With the Covid issues, trying to get back to using some curbside delivery where possible.
It’s always something. This time, I tried to back arrow from final stages of checking out so I can add one more item. No back arrow was working. So I decided to complete the check out and add an item afterwards.This time, not seen before, I found a special link cheesecake add to existing order”. Carefully, I clicked it. Suddenly I was presented with a new check out Chico’s for the one item. I figured that was new. So I found out I had created two separate orders. The shopper with the single item order had trouble finding my choice for Totinos pizza snacks. I know what I requested or the back up was there but he sent a blurry photo after asking me to quickly call customer service to get all the other ordered items on his ticket. I can scarcely find the phone number before he could not find one thing I had ordered from him so I asked him to refund that order. Later, I figured out the item I had ordered was also on the main order and I believe it was filled as requested, by the way.

Being “sheltered in place” in Atlanta due to the coronavirus, I decided to try this app and order online. I placed my order on a Sunday and got a confirmation of a pickup time window on the following Wednesday (fine, I know they’re very busy in these trying times) at the closest Publix. I showed up in the designated curbside parking near the end of the pickup window, called into the store and was told they had no record of my order. A very nice customer service person came out and I showed him the confirmation email, and he said I was at the correct store, correct time and that, yes, I had ordered ... BUT BUT BUT, some “third party” (i.e., not Publix itself) handled and processed the orders and they had not gotten it at the store, so no items were pulled for me. I was told to call the third party, which I did ... and the wait time was 69 MINUTES ... riiiiight ... I did nothing wrong, just wanted groceries, and I have to wait there for another hour ... I don’t think so ... I then cancelled the order ... THIS IS A TERRIBLE APP ... SHAME ON PUBLIX AND WHOEVER THE HECK THE MYSTERIOUS “THIRD PARTY” IS

NOTE: When something is inevitably missing DO NOT click on the option to CREDIT ACCOUNT! They give you back the money as a credit and you need to make a MINIMUM purchase of $35 to use it. So absolutely stupid if you don't make big purchase orders. Click the option to credit back on the card payment you used!
It’s so disheartening how every other order i place is almost always missing something. This is a great service, and its so convenient, but please take my warning if you have an important pick up examples like birthday dinners, or special meals you’re making, or things you NEED, DO NOT USE THIS! Because even if they FORGET something, as in you check your bags before you leave and realize something is forgotten, publix cannot do anything about it as its INSTACARTS fault. Publix will tell you to contact instacart. So this is great if you’re doing SMALL orders, and you dont mind if one or two things is missing. I also had a $100+ order stolen! The instacart person said they delivered it and they drove off with all my groceries. Learned my lesson there for sure, never did delivery again. I’ve moved about 4 times in the past 2 years and its not a location issue either. I experience missing items everywhere i’ve lived. So just be prepared if things are missing. !

When I logged into Publix and needed my groceries delivered, I was transferred to Instacart. The woman that did the shopping for me was good and we were even able to message each other if she picked a substitute I did not care for. (Although some items were not available, there are substitutes.) here’s the problem: once my groceries were delivered, I received an urgent message from my bank blocking a transaction in the San Francisco area. Luckily my bank did not let a transaction go through, especially since I shopped in Miami. The headquarters for Instacart is in San Francisco. I immediately cancelled my card, deleted the Instacart app from my phone and contacted them to let them know what happened and because I deleted my account online, the woman I spoke to said they were not able to help me. She said that my account was probably hacked but couldn’t be sure. Unless hackers are monitoring Instacart continuously and since headquarters for Instacart is in San Francisco, I don’t know what happened except that my bank prevented any transactions going through. All Instacart could provide me with was an “I’m sorry”. I will not use this company ever again and I thank god that my bank has a number of preventative actions in place to help me. If you use this company to purchase anything, you might be on the hook to pay for things that you did not buy….. Beware!

I have used Instacart four times in the last six weeks. I feel the process is not honest regarding the total costs. My last order, I requested a receipt and the delivery person acquiesced. Then four days later I received an email from Instacart for the same grocery order. My Publix price was $ 82.82 and the Instacart grocery price including delivery, tip and fees was an additional
$31.00. I feel this is too much especially sine it took one hour and 45 minutes for my groceries to be picked, while I was sitting watching my iPad for communication with the picker regarding substitutes or declining. There was 40 minutes where no items were put in my cart. I also at the end requested new meat since it had been so long since the meat had first been placed in my cart. Overall very displeased with Instacart and the process.

One prior delivery was a disaster with sour cream and other refrigerated items arriving warm. Also the delivery person didn’t read my comments when she started filling my order and therefore gave all kind of substitutes that I did not want. She
did not prepare for my order appropriately. She did not communicate with me during filling my order and did not bag in paper as requested in my comments.

I also tried unsuccessfully to communicate with Instacart. They were not answering phone and I waited over 3 hours on web chat without reaching anyone.

I do not recommend this service. Publix needs to change providers since it is also a reflection of their company.

I have only used this service twice and today has convinced me to never use it again. The first shopper failed to look at the instructions to NOT replace certain items and ignored text with specific requests. When I brought this to her attention she promptly told me she would be glad to cancel my order. When I told her wanted my order anyway, less the items I said not to replace, she politely said she would. Several minutes later when this app said my groceries would be arriving in the next six minutes, I received a text stating my shopper could not complete my order and it would go to the next shopper. I attempted to respond to the text and was informed that was not possible. After multiple phone calls, I was told my order would still be coming about an hour or so later and offered $5.00 off my next delivery order. I have been a loyal customer of Publix for decades and I have never received such poor service from any of the Publix’s I’ve ever shopped at as I did tonight. If this is the best delivery system you can find, I may as well use Walmart or Winn Dixie. When the store manager told me that InstaCart was not part of Publix and he had no control over them or there employees I reminded him I didn’t log on to InstaCart, I logged on to Publix. You need to find a new provider that lives up to the quality I’ve come to expect from Publix, not the service or lack there of I received tonight from InstaCart. I’m beyond disappointed with Publix over this and I hope the $500.00 dollars plus I spend there every week is enough for someone that reads this to care.

So I have shopped several times with this app this week and had no problems. Today (which is Sunday) I could go out so I needed some groceries delivered by 10am.Publix was able to pick and shop for my items by 9:15am. Then the app kept updating the delivery time, first it was 11am, then 12pm, and I didn’t notice that there was a problem until I checked the app and found that the delivery time was moved to 1pm. No one called to let me know that the delivery was being postponed. I call customer service and they decide to tell me that there are no drivers available to pick up my items( then why allow me to pick that 11am in the 1st place?) But that someone should be available some and they’ll let me know. I call one hour later and they tell me that I am in the queue and that the delivery time I see is the time it will actually be delivered(the ETA is at 3:30pm) and they would like to apologize. I want to just cancel the order and pick it up myself, but my shift ends at 9pm and I needed the items ASAP. I check one hour later (by this time it’s now 2p) and it updated AGAIN to 4:00p. Frustrated, I call back to cancel. This time the agent says that the app was never updated and that it still said that shopper was still shopping (which was an outright lie because my app said the shopping was complete and now it is waiting for delivery and the last two agents I spoke to told me that they could see from their end that it was complete). Obviously I know he’s lying, but I am canceling the order so I forget about it and ask him to cancel the order

So in conclusion, they have terrible service during the weekends and this was my first time ever calling customer service for instacart and that service is absolutely terrible because they will say anything, including straight up lying to you, to get you off the phone and not help you at all.

I’m actually looking forward to going back to grocery shopping myself after the experiences I’ve had with this app.

It’s disappointing that the prices on my receipts don’t match the prices on the app, especially for BOGO sales. For one order I placed, the app registered the BOGO sale for my choices, but the shopper notified me the second flavor I ordered was out of stock. So I asked for the same flavor as the first one, specifically to take advantage of the BOGO sale. My receipt notes one as a replacement, and not only did I get charged full prices for both items… but I was *alsocharged two *differentprices for the same exact item. (One was 20¢ more.) Not sure if there’s a price markup for replacements that’s noted somewhere in the fine print or not...

In a separate instance, the shopper either completely disregarded the quantity I ordered (2 to take advantage of another BOGO sale) or there simply wasn’t another one to buy and the shopper didn’t bother to tell me so. The shopper checked out before I could review and approve all adjustments made to my order, even though I’d been responsive/approving order adjustments as the notifications came in.

Maybe a potential solution is having real time stock at the selected store incorporated somehow to mitigate the potential for item replacements?

Last point of frustration I’ll mention is the discrepancy in time displayed for delivery while shopping is different for actual delivery estimates at check out. I get things change, but it has a symbol that looks like the free shipping symbol to me, only to find out that I have to pay for priority shipping (despite the marketing of free delivery) if I want to get an estimated delivery time that’s still later than the advertised time when I added the last item to my cart just before clicking “check out.”

Positives are it’s convenient if/when you don’t have time to go to the store yourself.

The higher prices for items makes sense since someone else is performing the service of actually going to the grocery store for you.

I think the hiccups with the not getting the advertised sales kind of undermined the appeal of having someone else do a grocery run for me.

With all of the other delivery services available this one really falls flat on its face in all areas.

Now when I say this it’s not because of publix. Every time I go there in person it’s fantastic. Decent prices, clean, produce and butcher counter is always fresh and well priced.

I’ll go through a number of reasons to avoid this service. Most of this is a complaint about the company and not so much the app. But if I can steer someone away from a shady overpriced service I’ll use every avenue possible.

1. Fund holds-
I understand holding funds to pay for groceries and what not. That’s fine. But when it’s 30 dollars over the actual amount it’s kind of ridiculous.

2. Order accuracy-
I have never ordered from this service and received a correct order. Something is always off. No matter what. Order 1 bushel of bananas? Get one banana but pay full price. Order a tub of butter? Get the smallest one possible, still charged full price for the large.

3. Shady business practices-
After speaking to customer service and asking why I was charged 105 dollars for 75 dollars worth of merchandise I was told I wasn’t supposed to see the actual receipt. The driver isn’t supposed to leave that in the bag. That way you can’t see how much you were charged extra. It seems like a lot of this is literally pocketed by this company and they train their employees to deliberately hide this from customers.

4. Customer Service- I have never spoken to a customer service team so far off of the knowledge of what their company does. Constant backpedaling when they say something they shouldn’t have. Most of the conversation was the rep trying to re explain something 4 ways as to not divulge the way the company actually does business.

5. Driver Compensation- I was told by a driver that they aren’t paid from the gross markup on merchandise. They’re apparently poorly paid and are almost dependent on tips. When I’m already paying 25% extra on groceries it’s hard to be able to tip something substantial.

Overall I’d say this company needs new management, training, structure, and pricing to even qualify being worth downloading. If you read this far, thank you. Hopefully I saved you some money and irritation.

I thought I would try the app out today for the first time. I was having a busy day and the groceries would arrive by the time I was ready. I went through and set up my order. Now, I had to do this as a guest since it would not load the page to use my Publix login. I figured I would be able to check out as a guest too; then later be able to log in once the glitch was fixed. No, I had to create a new login. So after doing this, I go through the check out process. I like that they have Apple Pay (I don't like putting my card into apps that I have not used before). I check out and think everything is fine. NO. I was wrong. My account is immediately flagged for fraud. It gives me a number to call. So I call. I have to explain why I am calling 3 times, then I'm put on hold (she doesn't even ask my name or anything for verification). She comes back to say that I will be emailed. I asked if I can be transferred to the fraud department. No, can't do that, they only work in email. I ask for a supervisor, I am denied that too; since they don't have the information to help. So I wait for the email. I get it, and it tells me to respond if I have any questions, I do. I am asked for a photo ID and the last 4 digits of my card number. This immediately sets off red flags. No reputable would ask for a photo ID through email if they value their customer security. I email them as such. ’Scott’ says I can cover up any information I do not wish to show, but they need to verify my identity and the last 4 digits of my card. Now keep in mind I did not use my card. They do not have the last 4 digits, so this information is just useless. I call the customer service number again. Again, they DO NOT ask for any verification and greet me by my name. I ask for a supervisor, who was on lunch apparently and has to call me back. I explain I am calling the mainline for a reason, I don't want some stranger calling me back, this is the whole problem. I finally get a supervisor and voice the whole issue with this process. He is going to escalate it further, and I still have to wait for a callback and my account remains locked. I have not gotten another email from the ‘fraud department’ after telling them my payment method was not a card, and if they are going to offer an option like Apple Pay and then flag the account as fraud, they need to not offer it. What the hell is wrong with this company. I cannot believe a company like Publix, that values customer service, would partner with this company.

I have always enjoyed shopping at Publix. I shop there despite their prices being higher than Walmart Grocery Store and Aldi’s. Much higher in some cases. But I’ve always been a loyal customer of Publix because I like shopping there. During this Covid - 19 crisis decided to download and use the Publix app for delivery. What a mistake, NEVER AGAIN. The Publix app is very deceiving. It leads you to believe that Publix is ha sling your order and charging you. Very misleading. It’s not Publix at all. It’s a third party company. What’s worse, the company that Publix has chosen to represent them is HORRIBLE. They did not follow any of my delivery instructions and they did not get my order correct at all. I ordered about 25 items and received 5 of them. Plus they substituted one item for a different item which was three times the cost of the item I ordered. The Publix slipcase to $21.42 but they charged me $48. By the time they added all the additional fees. Then the driver left my totally wrong order at my door in the pouring rain and drove off in a hurry before I could speak with him. As soon as I saw the order at my front door in the rain, I noticed only three bags so I knew the order was wrong. But as I called out to the driver to speak to him he drove off rather quickly ignoring me. That was the end of my experience. The beginning of my experience was even worse. Wh n I placed my order on the app it said I’d have my order delivered that day. I was surprised by that and very pleased. That evening I got an email saying it was delayed and would arrive the next day. It never showed up the next day. Low and behold I got another email that night saying the same thing. So I waited patiently the next day ... this promise/delay routine went on for a couple more times until it finally arrived soaking wet from the rain this evening. I ordered with the assumption that Publix was fulfilling the order and the charge. I trust Publix so I proceeded placing my order ... Well I don’t trust Publix any more. They should be ashamed of themselves misleading customers and they should be ashamed for having a third party shopper/delivery service when and they should be ashamed even more for the company they chose to fulfill this scam of a service. I WOULD HAVE EXPECTED MUCH MORE PROFESSIONALISM AND DEPENDABILITY AND FAIR PRICING from a store I used to trust. Do yourself a favor. Don’t use their app, don’t shop t their store and don’t have a delivery from them.

see note below for more general comment about using this app in the light of the current COVID-19 Crisis

Initially I was impressed with ordering process it had a few quirks but overall a good experience. After ordering we had following issues mostly with InstaCart not Publix :

1. No itemized paper receipt with order and in the app you have to go item by item there was no equivalent to a paper receipt I could find.

2. Using app to go back to original order is complete is cumbersome 3 levels deep in unintuitive selections

3. I left a $20 tip on my original order of $183 and still took out $20 tip for $83 order after many items not available. It was hard how to find the place to change the tip. (Of course)

4. They charged my card for over $205.00 on a final charge of $83.00.

5. When I was ordering on the first few items I got pop-up notices telling me how much more I needed to add to reach the $35 free delivery level. I was way over that and still got charged the delivery fee and a service charge of more than the delivery fee. These type of things should clearly be flagged and confirmed at checkout.

6. Substitutions were horrible.
- Got pork/beef hotdogs in lew of beef
- I specifically asked for club soda in GLASS bottles
and a specific brand and serving size 10 oz
I got plastic off brand on much larger serving size that goes flat even unopened.
- ordered Pepperidge Farm lite bread 45cal per slice got Publix deli bread not only thicker but much larger slices (2x) no nutritional info and historically spoiles faster.

7. I was quite pleased though with:
notifications of shopping progress, start, finish, and driver on way with time estimate.

8. Availability - the app itself is lacking selections. My wife found items listed for Publix in-store pickup that were not listed for deliveryFfrom InstaCart (like oatmeal Pepperidge Farm bread - only sourDough was listed in InstaCart). Not sure why other than it’s harder for third party to have a list as complete as in-store selections.

*** one very concerning thing - My wife and I are both over 70 with a few of the high risk health issues and decided to try InstaCart to minimize our risks of going out.

Driver showed up with no mask or gloves. At a minimum we were hoping for a simple mask, anything would have been better than nothing.

We tried Walmart at store pickup yesterday. we just parked on the side of the store called a number on the wall and they came out with a cart with all our items.

Having now tried both delivery and at store pickup (never get out of car),I think doing pick up at stores is a much safer way to go till the virus risk has vanished or delivery folks can get adequate protective gear since we know stuff goes directly from store to our car and not exposed to closed car environment - who knows if driver is coughing or sneezing in the vehicle. This is going to be true of any home delivery till this passes.
Not blaming anyone here just pointing out something other users should consider before using home delivery options like InstaCart.

I am along-time Publix shopper, but had never used grocery delivery until this past week, which is on account of COVID-19. I am sightless, so I do not drive; and, when I am at the store, I have someone help me shop; but, in this time of social distancing, that is not practical. So, I started the process of signing up for grocery delivery. This was on the Publix website and, at that point, it said nothing about InstaCart. For that reason, I had difficulty signing up, as it wouldn’t recognize my password. I lost track of how many times I reset my password before finally getting it to work. Then, it said “Free delivery with Express”, and that this was the case for the first 14 days. I assumed that this had to do with the Coronavirus crisis, and only later learned that there was nothing free about delivery. Meanwhile, I had installed the Publix Delivery app. When I ran into the aforementioned difficulties, I emailed Publix customer service. After several password resets, it was suggested that I call them. I did so, and was connected with a person whose foreign accent was thick enough to cut with a knife. Once I was finally able to sign up, I started transferring my grocery list (which I had already made) to the app. This proved to be quite a pain, as the items in the delivery app were out of sync with the items on the Publix website. I chose a brand of applesauce, in a jar, from the Publix site; but, going to the delivery app, the jar of applesauce was nowhere to be found. I tried to put it in as a special request; but, that portion of the app was so confusing that I ended up deleting the applesauce and substituting something else. I again called Publix customer service to report this, and was told that I would have to call InstaCart’s customer service to report it. Doing that, I was put on hold for well over an hour, and was again connected with an agent with a bit of a language barrier. After telling her of the problem I was having, she instructed me to go to a certain item on the screen—an item that wasn’t there.She had difficulty understanding that I was on the _Publix _Delivery app, _not the regular InstaCart app or (as she would have preferred) on a computer. At any rate, she couldn’t help me, and suggested I call Publix again. I didn’t even mention that I use VoiceOver. Trying to delete one item on the list then caused another item to show twice on my cart, so I had to completely clear my cart and begin again a number of times. Other than the store being out of an item, and no replacement available, the actual delivery went well. But now, I’m dealing with this week’s list and making another special request, as the prepared meal I chose—available from the Publix site—doesn’t show on the delivery app. When I made the request for that meal, it somehow linked it with a jar of applesauce; and, somehow, all of this hid the sub I chose. In other words, the jar of applesauce is showing twice in my cart (in two separate places), each with a quantity of 1. The sub is not showing in my cart, so I went back into Explore, thinking I would have to re-enter that item. However, it says that I have one already in my cart. I don’t want to have to call InstaCart again, but neither do I want to end up with two jars of applesauce (to which the special instructions got linked) and no sub. There seems to be no way to ask to be called or texted when an InstaCart shopper runs into such an issue on one’s cart. The Special Requests Portion of the app, as well as Remove Item, doesn’t work well with VoiceOver. Neither Publix nor InstaCart can assist one when there is a problem using this app. I’m almost ready to scrap the delivery and just make do with canned goods and a few other things I already have, and hope they don’t run out—or I run out of soap and toilet tissue—until the restrictions are lifted.

Update. Now they’ve lost or deleted the group cart feature which was the best feature outside of being able to add instructions for certain items. You had a good thing going and I don’t know who screwed this up but they need to fix it.

App is continually developing New weird bugs. It’s really annoying. Current issues include communication with the shopper not appearing in the chat box portion of the app if they send a photo all text disappears from the chat portion of the app. Also if you try to switch to text as your preferred method of calm communication once they close out your order, the app decides to then display an alert your phone for every message you take back-and-forth despite the order being delivered and on my kitchen counter my phone is blowing up with every text we made.

My order was completely messed up. I received some items I did not order, and did not get some items the app indicated I did. I had a paper receipt which showed a $30 difference in the totals. Apparently some of the prices online do not match what the price at the store. Their representative made it seem like I was lying about my issue. I also had to send pictures of the receipt and the items I received, for some dumb reason. I felt like I was dealing with an insurance rep rather than customer service. Do they get paid to reject claims or to resolve issues? It was very difficult to discuss these issues via chat (it took hours) so I asked for a phone number but was given one that was not working. In the end, I don't feel I got the appropriate refund back. I will never use this services again.

If an item is not available, you’d think it wouldn’t be offered. The app doesn’t seem to be in sync with the stock. And the prices are not the same as in the store. So you’re not only paying a delivery fee and a service fee and a gratuity but you’re also paying more per item. The app also says that The service fee is 5%, but it is charging me 10%. I was told to just call the next day and get it refunded. Plus when you enter the option of a 20% gratuity, when the shopper can’t buy the item because it is not in stock, then my total is lower, But the original 20% gratuity is the same. Some problems need to be figured out…
It’s a great service to have when you really need it though. I can’t often get out because of health issues. So this is really really convenient for me and I do greatly appreciate it.

I had a delivery today that was delivered early, before the time frame that I requested when I put in the order. I messaged the delivery driver advising I left work early to meet her, even though she was early and asked her to wait for me. She then proceeded to leave my groceries by the front door, in 80 degree weather, in the blazing sun. All of my perishables were spoiled, I had to drive to the store and replace them myself so we could have dinner. I messaged customer service, and they offered free delivery for my next order. They refused to reimburse me for the spoiled food their driver ruined. I am shocked by their insulting response to this situation. I will be filing a complaint with the ComplaintsBoard.com, deleting the app, and I will recommend everyone I know who uses Publix Delivery to do the same.

I’ve been using this app forever, mistakes happen no problem. But the complete lack of customer service is ridiculous. I not only had an entire bag of groceries missing, I got someone else bag, and got an email saying someone would contact me shortly... no one connected me for days. I tried calling the number just rings and rings. I finally sent an email, finally got a response saying they needed more information? Um, ok? May 10th 31 items, 3:16pm delivery. I made the list of missing items the day of but have no access to that information now days later... and then no response 2 days pass and I sent another email!

I don’t understand how I got someone else’s bag of groceries I’m missing a complete bag of groceries and no refund no email... really?

I won’t be using this service anymore. Extremely disappointed.

Rylan substituted a Fat Free Syrup for the one I requested which was not fat free. Fortunately, I was on the app while shopping started and caught the error. I asked this shopper to ask someone in the back to determine if they had any Fairlife 2% but gave an alternative if none were found and the shopper proceeded to substitute stating no one was around. I said I would call the store and have them check and the shopper proceeded to substitute another item without my approval and checked out. I called and the Fairlife 2 % was in the back. Unfortunately, this shopper checked out knowing I was calling on the milk and thus my preferred item could not be purchased. I wish there was an option to take back my tip of $5. My impression of this shopper is shopping as fast as possible in order to maximize profitability without concern for the customer.

Publix is fantastic, Instacart is horrible. My order said it was delivered nearly an hour before it showed up. It just gets worse! While I was on the phone with a Instacart asking about why my order said it is delivered but not at my home, Instacart was calling me, the rep said my driver can’t find my home they put me on a three way call where the driver proceeded to say she ran out of gas and was “having some guy that stay with me” deliver my groceries, I had to tell the Instacart rep that some stranger is not coming to my home and I refused the delivery, he acting surprised. The response was they’d take that driver off my account, but she’s still on everyone else’s. Two weeks later I received my over $200 back on my card. I deleted the app and will not use Publix delivery until they replace the dangerous, unsafe, services of Instacart with a more reputable company.

App itself worked and that’s about it. 1st shopper sent me a text (through app) saying she could not open my order and t’assumed I canceled so she didn’t get it. I didn’t cancel my order and this is where this service goes goes to crap. Call and was directed to go to the App to send message. After searching where in this app to get a message that my bank was debited $80.00 on a 67 order. I filed my complaint of get my order or refund. Then I get a message a second shopper was getting my order. (3 hours after said it would be delivered). Fine. Updates to shopping and completed. Was notified it was delivered at 7:47 PM. Not at my house. I have no way to contact the shopper once it said delivered. This service sounds good but HORRIBLE on service. I want a refund and anticipate this will be an aggravation. $80 out of my account for groceries gone. DO NOT USE THIS SERVICE. ZERO STARS

I ordered my wife lunch from Publix and made all the choices for alternatives or refunds if the items weren’t available. The main course for lunch was a cranberry chicken salad, the delivery guy didn’t substitute it if unavailable so a few sides minus main course was getting delivered. I tracked him to the location in the app and told my wife it was there then POOF order cancelled AT THE LOCATION. Apparently I needed to hold his hand up the stairs because I missed a toll free number call to my cell that looked like SPAM with no voicemail message left. Ordered lunch via Doordash and it was simple fast and on time. Later I get an email that said I’m getting charged $15 because I wasn’t available to take the call! I’ll dispute that charge with my bank and deleted the app. I love Publix but not this service, the store has nothing to do with and can’t help. Save your money and time - don’t bother with this app!

I haven’t had the time to actually attempt to use their service because their inventory compared to the publix website is so poor. The only sliced bread you can get is from the publix bakery no matter how I type in or go through the different categories (sliced bread for instance). When I do type in the brand of bread I desire which everyone in FL carries I get beef jerky. They have request field, but if I had to do that for every item it defeats the main purpose of using the service. The publix app/website has the item, and happily provides the aisle number. Other delivery/curbside apps also happily provide this item, which is why I’m going to use them over this one. If you’re looking for something specific like bakery items publix has (like cannolis) or laundry detergents then this is your app. If you’re looking for something else that everybody carries until they make some serious upgrades you better look elsewhere.

Shopped at Publix for decades and there’s honestly no better produce or meat around. Recently I’ve experienced problems with doing my own shopping as I’m getting up in years. Thought things were fine until the Instacart app just decided not to work…wouldn’t process my debit or credit cards. I was being successfully billed for the monthly membership, but couldn’t successfully place an order. Many attempts were made to resolve the problem, many calls to Instacart over 2- 1/2 months. Those customer service reps are horrible; the rote reply is “our team will determine the problem and contact you within 24 hours.” I never received one single response to being unable to place an order. After five separate attempts to place an order, my last call to them was to cancel my Instacart account and thereby canceling Publix. I miss Publix, so I’ll try again with a new account. Walmart is pretty good now, but wow I miss the Publix quality.

I live in SW Florida where hurricane Ian came and destroyed everything. I barely have any more and what little I did have I was trying to use for food as we have no electricity or water right now 5 days after the hurricane. When I was placing the order I didn’t realize a small little box was checked automatically for an instacart + year subscription. I never checked the box but to scam and take advantage they automatically check it for unsuspecting people. Now my account is overdrafted and I can’t get groceries and instead of giving my credits or sending it back instantly I was told anywhere from 24 hours to 10 business days. It’s such a horrible feeling having no money as it is but now I have an overdraft fee and can’t get food for awhile. Please pray for us here in sw Florida. Do not use this app if anything use Walmart I regret using this service. It has taken what little I have left and even extra with the overdraft fees.

In the last two weeks, the app stopped sending push notifications regarding the orders that were placed. Even when the shopper tried sending messages about the shopping, the notification was never sent. I didn’t know the shopping had been done until the groceries were outside my house. This is problematic because we ended up with refunds on things we could have used replacements instead. Other issues is that it is not always clear if you are ordering 1 count or 1lb of something.

The other major problem with the app is that for curb side pick up, if the app tells you to go inside to get your own groceries (which not sure why that happened), there’s no way on the app to scan the groceries. So even though the app tells you no one is available to deliver your groceries, you can’t go inside to get them yourself because you can’t scan them out to finalize the order on your app. I stopped trying curb side pick up after running into that issue twice a few months ago.