Publix's Instacart Curbside Order Experience - Store 1442, August 21, 2026…read more
I am writing to provide feedback regarding my first curbside pickup experience at Publix Store 1442 on August 21, 2026. Unfortunately, the experience was unsatisfactory, not simply because of the delay, but because of the sequence of events and the apparent inconsistency in how curbside orders were being handled.
My original order was placed at approximately 3:59 PM EST. The estimated pickup window provided was 6:18-6:38 PM. At approximately 5:44 PM, I received a notification that the order was taking longer than expected, but no revised pickup time was provided. The order was ultimately marked ready for pickup at approximately 6:41 PM.
At approximately 7:25 PM, I used the app to indicate that I had arrived. For at least the next ten minutes, I observed two associates outside walking back and forth with shopping carts. I assumed they were returning the carts to the store, although I could not know what they were actually doing.
At approximately 7:35 PM, the app notified me that there was an issue preventing curbside service and instructed me to come inside to retrieve my order. I did so and went to Customer Service, where I received a courteous apology for the situation, which I appreciated.
While I was waiting, what appeared to be a manager briefly greeted me and continued on with their duties. Shortly afterward, another customer's curbside notification was audibly received at the Customer Service desk. Almost immediately, that customer's order was being packed into a cart to be taken outside by an associate--the same individual I had observed outside when I arrived and later observed near the store entrance after I went inside.
I recognize that there may have been circumstances I was unaware of, and I do not want to unfairly accuse any employee of intentionally neglecting a responsibility. However, from a customer's perspective, the contrast was difficult not to notice. My order had been delayed, curbside service was subsequently unavailable when I arrived, and I was required to come inside, while another customer's curbside order appeared to receive prompt attention immediately afterward.
There was also an issue with the contents of my order. I had ordered three sandwiches through the Instacart menu and selected the bread and cheese as part of those selections. One associate returned with only what appeared to be one portion of the sandwich order and then went back to clarify the request with the deli. The associate subsequently returned with only a quantity of shaved deli meat, which was not what I had ordered. The bread and cheese selections I had made through the Instacart menu were not reflected in what I received.
I understand that delays, technical problems, misunderstandings, and order errors can happen. I also understand that curbside pickup is a convenience service and that circumstances can occasionally prevent it from operating as intended.
My concern is therefore not simply that something went wrong. It is the overall appearance and inconsistency of the service I experienced. When a customer has already waited beyond the original estimated pickup window, reports their arrival, is then told to come inside because curbside is unavailable, and subsequently watches another curbside customer receive immediate attention, it naturally raises questions about whether the process was being managed consistently.
I would appreciate it if management could review what occurred with this order, including the curbside service interruption, the handling of customers waiting for curbside pickup, and the incorrect deli portion of my order. I am not seeking to unfairly characterize any individual employee; I would simply like the circumstances reviewed so that future customers do not have a similar experience.
Thank you for taking the time to review my feedback.
