Publix Delivery & Curbside

Convenient and occasionally super fast but I once checked the map during delivery to see how close they were and I watched the driver stay in the same place on a road that was opposite the direction of the store and my home for over ten minutes. Did he go home for a while before bring my stuff? I don’t know but usually I get a better person. My only complaint about the app is I hate that I choose a replacement ahead of time and the shopper doesn’t use that information. I constantly have to check if I need to tell them the replacement again. And if the replacement isn’t available you get a refund instead of an opportunity to replace again.

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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.

I love the idea of ordering groceries for delivery and this app handles the basics just fine. But one of the features I would like to enjoy is the ability to place an order for delivery several hours later. I do this while at work and want things delivered at night. The app lets you do this but every single time - not just sometimes, every single time - I do so the delivery comes early. Sometimes I’m home for this but not always, and if you’re not home they cancel the order. When I called to complain both the cust svc rep and his supervisor said they didn’t know how to fix, explained how this wasn’t really a cust svc issue and tried to explain that their algorithm for giving orders to drivers probably was the issue. i asked a simple question - how do we make sure this doesn’t happen next time? They couldn’t answer it.

The app categories are not organized well. There should be a category for BOGO and organic items. Also BOGO only works in the app when you buy the exact same item.. not like in the store where you can mix flavors for the BOGO etc. You also can’t save items for easy access next time. You also pick the time at the end which I don’t like, i’de prefer it to be at the start. Also, there should be something to indicate them to substitute items (last week my item was out, they couldn’t get ahold of me and then I didn’t get my item), They should model the app to be like the Walmart grocery pickup app which is really easy and user friendly. I don’t mind paying more for the food to get Publix quality. I’ll keep using the app for now but am looking forward to updates.

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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.