Contact Publix Delivery Curbside Support

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.

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.

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