I scheduled for a delivery from 5pm -7pm time window. Received NO text notifications of status changes, regarding my order and had to continue to check the website.

The order stayed in "packed and ready" status until 7:15pm. By this time, I had already called customer service TWICE to complain, and was speaking to a manager. I've had this issue once before, where I had a 9pm-11pm window, and my items weren't delivered until 12:30am! I purposely ordered as early as I could to avoid that situation.

Manager informed me to give it 2hrs past the delivery window (now making it a 4hrs delivery time? Smh), then to cancel if no delivery.

Shortly after hanging up the phone, the status changed to the delivery being in progress. I called customer service, again, as I had to look at the status via website and the messages weren't being sent to my phone. I asked the rep how many stops the person had, and I was told 4, and that he should get to me by 9pm.

I was still angry, as it had ruined my family's dinner plans for this evening, because I had planned to cook what I ordered. So, I checked again after 30mins…there were 6….SIX STOPS to make before mine, a far cry from what I was quoted, plus I was angry that I was going to be the last stop.

Finally, I see there is 1 one stop left to go, before mine. It's now 930pm. I look and I FINALLY received a text message to say that my order was CANCELED, and undeliverable! I am beyond livid!

Amazon couldn't care less about their services or guarantees, and make up rules on the fly to cover up for poor customer service. I asked the manager where the info was listed, on the website, about giving an additional 2hours past the delivery window, and she said it wasn't provided anywhere. I would have to call customer service for that information. Yeah right!

I called back, AGAIN, and the "best" they could do was offer me some time tomorrow later afternoon for a delivery that I needed tonight.

Sorry and Inconsiderate bunch! Never again!

I'm left feeling a lot more annoyed/frustrated after a conversation with a customer service agent. Amazon has always dealt well with any issues I've had in the past, and they've been few and far between, but I guess Amazon Fresh is a different beast. Even though they cancelled an order of mine a couple weeks ago, that didn't stop me from using them again. Yesterday I was sent an email with a coupon code for $10 off a $50 fresh delivery order and it failed to work when I tried to use it even though I met all the terms of the coupon. I completed my order anyway, but figured I should say something, especially since a similar discount amount was being advertised at the top of the website. When I brought it up on the customer service chat, I was flat out lied to. He said the coupon didn't apply to me -- first that it wasn't for Fresh orders, and then that it was only for first time customers. Well, the whole point of the coupon was for Fresh, so that's entirely false. And then neither the coupon nor terms said anything about it being for first-time customers, and that's something that coupons ALWAYS specify when that's the case. So I guess they really rely on that clause in the terms that says they can arbitrarily choose not to allow someone to use it or retract it at any time -- but if that was the case, the CS agent should have just said that. Now a situation that I was just curious about has pissed me off due to the customer service person being either dishonest, ignorant, or unwilling to check up on something. Or maybe Fresh is a shady/misleading operation. I may go back to using other food delivery services instead.

Here are the terms for the coupon by the way (coupon email sent at 10:42am MT on July 1 and I tried to use the coupon on my order within 3 hours on the same day):

Enter promotional code FRESH10 at checkout for $10 off your next Amazon Fresh order after spending $50 or more. This is a limited time offer. Offer good while supplies last. Offer is restricted to select Amazon Fresh customers who are recipients of this offer. Offer is valid on orders of $50 or more. Taxes, tips, alcohol, regulatory fees, and delivery fees do not apply when determining minimum order amount. Offer available to Amazon Fresh customers and only applies to products sold by Amazon Fresh (look for "sold by Amazon Fresh" on the product detail page). Products sold by Local Market, third-party sellers, or other Amazon entities do not qualify for this offer. Items must be purchased in a single order and delivered at the same speed to a single address. Offer does not apply to digital content or alcohol. Delivery fees and taxes may apply to the full value of discounted and free promotional items. Offer limited to one per customer and account. The maximum benefit you may receive from this offer is $10. Offer may not be combined with other offers. Amazon reserves the right to modify or cancel the offer at any time. Offer is non-transferable and may not be resold. Offer discount will be allocated proportionally among all promotional items in your order. If any of the products or content related to this offer are returned, your refund will equal the amount you paid for the product or content, subject to applicable refund policies. If you violate any of these terms, the offer will be invalid. Unless an Amazon.com Gift Card is the stated benefit of the promotion, promotional codes (including those placed directly in accounts) may not be redeemed for Amazon Gift Cards.

We don't usually use Amazon Fresh to grocery shop - the selection is limited compared to what we can find at Trader Joe's, ALDI, or even our local Kroger. However, our family minivan decided to have expensive transmission problems just before a massive snow storm and cold snap hit our area, we live in a food desert, and we were not going to try to drag a wheeled picnic cooler through the snow and cold, so we decided to try using Amazon Fresh once a delivery slot became available.

We had to wait three days for a delivery slot, which I won't complain about, because the blizzard of early February 2022 was front page news pretty much everywhere, and nearly everybody was shut down for a couple of days. Even if delivery had been available in the middle of a blizzard, forcing drivers to work under white-out conditions would have been dangerous and cruel. Our driver was also awesome. I feel bad for Amazon employees. Truly. They aren't paid much, and they work under terrible conditions.

The ordering, however, left much to be desired.

Selection was surprisingly limited. You'd think with a site that promises to be everything everywhere for everybody for its regular deliveries, and a merger with a large upscale grocery chain (Whole Foods) plus the Amazon grocery label 365 Fresh, there would be lots to choose from. Nope. I felt like I was shopping in the online equivalent of a convenience store, only one which had some organic options and luxury options added to the regular items, so it was a convenience store with delusions of grandeur.

The items were priced much higher than they would have been if I'd bought them from ALDI or Trader Joe's, or even from Kroger, but then again, that's what one expects from a convenience store, isn't it? Still, Amazon keeps selling itself as a site that has such a low bottom line that it tries to undercut Wal-Mart. I therefore expected better pricing.

Finding things was not always easy - Amazon Fresh takes a little bit of getting used to for site navigation. It's not as simple as "type in this item from your grocery list, choose from results." Again, I would have expected it to be more like the Amazon I'm familiar with for regular orders, having been a Prime member for over a decade. Instead, it seems like Amazon Fresh is more like Whole Foods But Make It 7-11.

Then there were the last-minute changes. This was what had me absolutely fuming and got me at the keyboard to leave a bad review. I had added smoked salmon and trout to the list - I was hoping to put smoked salmon in omelets I'm making tonight, and save the rest for a romantic Valentine's Day brunch in bed with my husband. The smoked fish was deducted from the order at the last minute. Literally the last minute. As in after the delivery last minute. Our offspring helped put the groceries away in the fridge; about half an hour later, I looked in, because I was getting ready to cook. No smoked fish. I thought uh oh, maybe they were put in the wrong bag and delivered to the wrong household by mistake, better contact the delivery driver, so I opened the delivery confirmation. The driver's name was now missing. I opened up the order, clicked on one of the smoked fish packages, requested a live online chat because I hate being called on the phone, got a person or possibly a bot with a person's name, who knows, and was told "those items are not on your order." What? Yes, they were, otherwise I could not have opened the order and requested the chat. "They were not available. Don't worry, you have not been charged." Chat window disappeared. I went back to the order and only just then did the order say "Item not available." I was able to get screen shots of that, at least. If I'd known this was going to be an issue I would have screenshotted the order before the items were removed at the last minute.

Amazon basically lies about items being available to hook people in, then pulls them at the last minute, saying "No. Not available after all. Sorry." You are not given a chance to make a substitution of like kind. I would have appreciated being given a choice between substitution and refund. Actually, I would have appreciated the item not being made available to add to my cart at all if it was not in stock, but failing that, I would have liked the option to substitute a similar item.

I have heard that lately, regular Amazon is likewise getting unreliable about items offered for order - they will be advertised on the site, but after you order them, oops, they're not there anymore. And good luck getting hold of customer service about any of THOSE orders if you need to complain or ask for help.

Ugh. Overrated.

This is the second "Fresh" order over two hundred and fifty dollars I've signed in for. Like the last shipment, NONE... that's zero... frozen products were left out while I was charged for them.

I checked the Amazon fresh page and found the same frozen goods were enticing me to buy and receive in two days. So someone is lying about packing frozen products in your bag. Then, you can fight with the "Never there" customer service to get refunded.

This has turned into a nightmare for me... I have other things to do besides monkey with Amazon assholiness. I'm done. Contacting BBB and Consumer affairs, my five thousand plus followers on Facebook including the Marine Corp group I administrate. Good luck Amazingyerstillinbusiness.

Hear the recorded call where they say they'll refund me, but never did.
https://www.youtube.com/watch?v=p463Dps9Jw4
See just how "fresh" their produce is- no refunds!
https://www.youtube.com/watch?v=pt81K9LtRJI

I got an EBT card in Feb 2021 with $2100. 00 on it because I had been denied for the last 10 YEARS & they were "sorry for the inconvenience". I am disabled & home bound. Grocery delivery/product delivery is the ONLY way I have ever been able to purchase ANYTHING. I am NOT one of those "new to online purchasing due to Covid" first timers. I've been doing it since 1994.

Instacart, Walmart Grocery & Shipt all refuse to take EBT cards as payment. Now don't get excited, I mean they refuse to take EBT cards for DELIVERY. They only accept them for pickup or in-store. Talk about disability & senior discrimination! The good ol' USDA started deducting $400 a month from my EBT card, but I had no idea since I couldn't use it due to these discriminatory actions.

I had been emailing the news stations, Apoorva Mehta in India (CEO Instacart), the USDA, etc. from Feb to May with NO response, other than the local news stations wanting to interview me for the situation. Finally Amazon Fresh SAID they accept EBT cards for DELIVERY. I started ordering $500 at a time since the USDA was taking my money back. Yes, my money. I worked all of my life, had 4 careers until I got a traumatic brain injury. When I got down to the last $400 on my EBT card, I placed the order for a total of $515.

When I checked the receipt the next day, I saw that Amazon Fresh had charged the ENTIRE order on my bank card. I made 13 phone calls to them & finally started recording the phone calls. The lady "promised they would refund the money back to my bank within 24 hours". They did not. I filed a claim with my bank, Independent Financial. They drug their asses for months.

Then in September, they denied the claim stating that I got my groceries, I have no right to a refund. I filed a complaint against the bank with the FDIC. The FDIC said that yes, I was indeed entitled to the money & they referred the case to the Consumer Protection Fraud Bureau. I got my money back on 11. 2. 21. I currently have $402 on my EBT card & still, Amazon Fresh is the only company taking them for delivery.

After what I went through from May to November, do you think I will EVER use AF again? Hell, no! I'll let the money go back to the USDA just to keep it out of their hands. It's not worth it to me to get $400's worth of "free" groceries when AF will screw me over again.

Heed my warning! Do file a claim with your bank, AF will NOT likely help, especially if you place a large order like that. FYI, around June 2021, AF started rationing the orders: $500 max at the time when I found out. You will know when you fill your cart, that's when it popped up... but realize it's Russian Roulette every time you use your EBT card with them.

I placed an order there weren't many delivery windows available so I ended up having to wait for 3 days to get a delivery it was scheduled for 8-10 I never received any updates etc then around 10 it updated online saying delayed I called to see if I could get an update and was told more th as n likely it would be within 2 more hours and i can probably expect it by 12am i asked if it would be possible to send me a text letting me know when it is on the way so that i could look out for it and around 12 it said online that there was no tracking available and for me to contact customer service i called and was informed that they have no idea when it would be delivered or what happened at this point I was frustrated and asked to have the order cancelled was told that it was cancelled but never received an email cancelling the items so I asked to have someone call me spoke with a rep I explained everything she was very helpful said she would make sure it was cancelled and send an email about the cancellation but still never received that email I asked if she could explain to me what happened with my order because I have been a long time customer and this has me kind of concerned and no one knows what happened she said she would transfer me to fresh store to speak with someone a man answered who was not helpful at all and couldn't answer any question I had I asked if someone else could give me a call in the morning to discuss this matter like another manager, supervisor or something he said no one would be able to call me so I asked if there was a number to his manager or supervisor that I could call he gave me the number but when I asked who should I ask to speak with I was told who ever answers the phone I think that was very unprofessional at this point I'm very dissatisfied and will stop using this service &i just ended the calll

Cancelled my order, waitedtill last min to tell me. Imhungry

I have had to use amazon fresh over the last couple of months so I can have food shopping delivered, as I can't leave the house. My main complaint is the utter lack of care for the perishable items, especially the frozen ones, which have almost always arrived melted. They have repeatedly shown no concern for food safety. They don't use dry ice or ice packs or anything else. The refrigerated and frozen items are put into bags that look like they are made of foil, and that is all. They pack these items at least several hours in advance of delivery, and the worst was when I got an email 9 1/2 hours before the delivery window that the items had been 'shipped'. The delivery window was supposed to be 5 - 7 am, and the ice cream sandwiches I had bought on that occasion were 2 wafers and some completely melted to a liquid ice cream that didn't refreeze to be anything resembling ice cream sandwiches and were virtually inedible.

I don't know where the deliveries start from, but I have followed part of the tracking, and they are quite a long distance away, many, many miles. I have seen a couple of the drivers leaving, and they are driving ordinary cars, so it's not as though they even use refrigerated vans or anything.

I have had English muffins from them that had expiration dates that had passed several days earlier. There is a possibility that they may freeze these and then thaw them before they deliver them, but if they do, that is not really acceptable food handling if you don't know how old they are or what has been done to them.

I bought some decaffeinated tea that was a box of 50 teabags with an expiration date just a few weeks away when I just wanted an occasional cup and wouldn't have used many by then. The ordinary tea had a much farther away date, next year sometime.

On one occasion they left out all of the blackberries I'd ordered that was what I most wanted from that order. They refunded the money, but I had to reorder them and wait longer for them, not to mention that most of the time except for in the very beginning I have had to make a great many attempts around the clock for a delivery window to open up, and there have been several times when there was one but before I could finish checking out it was gone, and I mean gone in a matter of seconds, the time it took to click a couple of times.

I ordered red grapes a few times, 2 lbs, and the first time I only got 1 lb 4 oz, visibly less than 2 lbs. After that, I got over 2 lbs.

The orders were usually correct, except for the missing blackberries, and they didn't cancel any of the items after I'd paid. The deliveries have been made within the 2 hour windows.

The prices are variable and go up and down constantly like the main amazon site, so sometimes they are at least as good or better as elsewhere and sometimes very expensive. The fresh fruit has usually been pretty good, except for bananas. They are in bunches and the same degree of green or ripe, which doesn't work well for me. The packaged non-perishable items are usually okay.

I am a prime member, so I get free delivery if I spend $35.

I will probably have to continue to use amazon fresh for the foreseeable future. I would suggest if you want to or have to that when there are problems you complain to customer service every time. Maybe if they get enough complaints they will start doing things properly. I know - pigs might fly, but one can hope. Apparently they used to use dry ice, but they don't now, not where I am.

I hadn't thought of doing it before I got a comment, but I have just reported this online to the public health department for the food safety issues, and the message said they'd reply in 2 day's time, so we'll see if anything comes of it.

Sat - I used them again tonight, with a delivery window of 7 - 9 pm, and hoped it would be cooler then. It turned out to be in the 90°s F. Today outside, and it will only get hotter and hotter over the next several months. It gets up to 110°F. Or more in the summer. It was about 2 hours and 20 minutes after the email arrived that the shopping was delivered. Once again, in spite of the heat, no care was taken, and my frozen items were mostly liquid and my refrigerated items were warm. This obviously can't go on. There aren't any very satisfactory options for food deliveries where I am. It's not as though I haven't looked into it. Amazon think they can do whatever they like no matter what. Nobody ever does anything about this, no matter how many times you complain. I can get a refund or a credit, but that's not the point. I really don't think it's too much to ask for them to take proper care. It wouldn't take that much extra time or effort and would save them money in refunds and possible lawsuits from food poisoning. I think it's rather hypocritical of them to send emails saying to refrigerate the perishable items when they arrive when they don't take any steps to see that they arrive cold or frozen.

Update - 3 May 2020 - Worst experience yet. This morning I got an order that I thought should be reasonably safe. I didn't order anything frozen or that needed to be kept cold. However, they still managed to mess things up. I ordered organic cabbage and what I received I don't believe to be organic because it wasn't marked organic like it always has been when I do my own shopping, and the bags of organic yams were supposed to be 3 lbs and were just over 2 lbs. This is a problem I've had before with amazon fresh, cheating the customer by providing significant! Y underweight items. What's worse this time is there is no way to contact amazon or request a return. They are now not even taking phone calls, they had already stopped taking emails some time ago, and when trying to request a return, after filling in the reasons, nothing else happens. It says to look at their return policy or'contact us', but there is no way to contact them, so instead of clicking on continue to do with the return/refund it only says'ontinue shopping'.

Update - 21 June 2020 - Last night I had another delivery, and the same thing happened with the frozen food arriving thawed. I have had other deliveries between this and my previous update, and the same thing has happened virtually every time. I made another complaint, over the phone which is the only way to contact them, and the US-based lady was very nice. They always have been. She told me she would tell her supervisor as well as filling in a form to send to the correct department about this. It has been much easier to get a delivery window recently. To date I have never heard anything from the public health department.

4 July 2020 - frozen items and other perishables continue to be delivered partially or completely thawed or warm, in spite of my many complaints, but that's not what I ordered today.

I particularly wanted organic green cabbage for juicing. I tried a couple of months ago, and they delivered ordinary cabbage instead. I let it go for awhile and decided to try again. Yesterday amazon fresh didn't have any, so I did the whole foods market option and ordered that way for delivery today. The cabbage was the main reason for ordering, and I bought other items that I don't need right now but will use to top up the order to $35 for free delivery. I ordered all but one organic vegetable, and not a single one of them was organic, and the cabbage was out of stock, but not when I ordered it.

Amazon fresh claimed to have organic cabbage today, so after the whole foods market shopper failed to deliver them, I ordered some, again along with other items I don't need right now to get the free delivery. The cabbage I received was not organic. I rang and complained and hesitated to get replacements, but because I really wanted organic cabbage, I reluctantly agreed, especially because the woman I spoke to said she would put a note on the order about it. Surprise, surprise. The replacement cabbage is also not organic, so I once again had the inconvenience of complaining and asking for a refund, but the worst part is I still don't have any organic cabbage, and I spent in the region of $90 on items I would have bought in future but not right now in my unsuccessful attempts to get the cabbage. If you want organic cabbage, don't bother with amazon. The odds are that you will only get ordinary cabbage.

Update - 3 August 2020 - I'm still using them, nothing has improved, recently items have sometimes been cancelled before delivery due to being 'out of stock', prices have mostly gone up by quite a bit, they have been taking extra money up front for no good reason, as you can't add to an order and I always click'no substitutions'. There didn't used to be anywhere to click on 'no substitutions', and I may be wrong about this, but I don't think you can choose substitutions. It seems like they have changed the way they are doing things, but not for the better - perhaps getting the food from some other place and maybe using personal shoppers. I thought before that all the drivers did was deliver. It's definitely different somehow. I had a delivery the other night containing frozen items, and I was watching the map, and the driver was very near my house, probably less than 5 minutes away, but instead of stopping and delivering my shopping he/she drove an hour out of the way past me on the freeway before coming back to make the delivery, which made no sense.

Update - 3 November 2020 - I have continued to use amazon fresh due to there being no real alternatives, and there have been a few occasions when they have actually got the order right. Not many, but a few. They have recently, finally, mostly changed where the order is coming from to a closer location. It's not close, but it's closer than the other locations.

However, today was a first, and in some ways the worst experience yet. I hadn't got the usual email about the order being on its way. The delivery window was nearing its end, so I looked in my orders on amazon and it said that my order had been refused and was being returned to sender. I rang CS to ask what that meant. The lady didn't seem sure but said she thought it meant I had cancelled it. Not only had I not cancelled the order, I had also not refused it, and I've been alone here, so I know that nobody else refused it. I told the lady that was a blatant lie and to please make a record of that. Since they didn't have stock of the main items I wanted because of doing this, they couldn't do a replacement order. I am beyond disgusted.

A few hours later I got a phone message from somebody at the amazon delivery department, and when I rang back almost immediately the woman who answered didn't even know who she was. A few hours later I got an email about the refund giving the bogus reason 'shipping address was undeliverable.' Since when? Do they mean the address that probably thousands of orders have been delivered to over the years I've been here? Amazon never want to admit they're wrong, not in writing anyway, and if you attempt to leave an honest negative review about them on amazon.com, they will suppress it and say it didn't meet their guidelines.

21 December 2020 - They've done it again. I got no shipping email. They failed to deliver my order. After the delivery window had come and gone my account said it was runnng late but was on its way. Nearly 2 hours later it said 'unable to track order'. Customer service said the driver had failed to take the order. Of course, not everything in the order was in stock, so I opted for a refund. When I got the email about the refund, it said 'shipping address was undeliverable.' As I already have said, amazon will never admit they've done the wrong thing in writing.

Very happy

Very expensive on this site and slow delivery