Amazon Prime Now App Negative ReviewsAMZN Mobile LLC

Amazon Prime Now Negative Reviews

2.5
2.51481 star

Total 74 Negative Reviews

Amazon Prime Now App Complaints & User Negative Comments 2024

Amazon Prime Now app received 74 complaints, negative comments and reviews by users. Have you ever had a bad experience using Amazon Prime Now? Can you share your negative thoughts about amazon prime now?

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Amazon Prime Now for Negative User Reviews

Terrible Service for Whole Foods purchasesHate that there is no communication between you and the order picker. There are always items missing in the app that are in the store and there is no way to communicate. When you want to order Serrano peppers...you can order by the lbs but not by the item. Also, if they are one minute late, they cancel your order with no notification....also can’t pick up the order if they cancel the delivery (again with no notice). One time I put coolers on my front porch with a note for the driver to place in them...and they just placed next to the coolers. Shipt is much better customer service..unfortunately cant order from Whole Foods...guess I’ll have to just buy from the regular grocery stores cause can’t deal with this terrible service..Version: 5.12

Seems ok...Search function is a bit strange, you search for 1 thing and item with no relevance show up! Also, it would be better if everything was still listed but then showed out of stock rather then just removing things when not in stock, just means you’re looking for things that are out of stock..Version: 5.16.2

Horrible AppThe app is constantly frozen! I’ve had to uninstall and install several times. Moving from the cart to the search feature is gruesome. And for some reason the app never has updates. All my other apps are constantly getting updates and since I have installed the prime app I have received zero updates for IOS. Maybe if the IT department actually listened to its customers it could start pushing out bug fixes in the form of updates. But no, that concept is too complex for them to comprehend. I’ve reached out to prime now on three separate occasions and nothing has been fixed. Grocery shopping on this app is not efficient nor user friendly. The IT department for prime now must do something to remedy this issue. It is impossible to complete a grocery order on this app. without spending less than an hour messing with the app!.Version: 5.14.1

Disappointment after DisappointmentI am beyond disappointed with Prime Now. I’ve placed a total of 20 orders over the span of a year. I’ve had 2 orders cancelled on me because they arrived way before my delivery window and I wasn’t home yet. I’ve also had 4 orders that never arrived and replacement orders are often placed for much later time windows which results in lots of stock unavailable. It is impossible to contact the delivery person when there is an issue with the order. All you can do is call customer service for a refund afterwards, and the issue will continue to happen in the future. I have given this app so many chances because I love Wholefoods, but they continue to fail my expectation. At this point I rather just cut out Wholefoods completely..Version: 5.16.3

Missed potentialThe app generally works ok but can get stuck in a loop and crashing when leaving feedback. The execution/outcome is poor, however. The first couple orders were perfect, but my last 3-4 have either been missing items or completely unsuitable replacements have been used. For example, sending K-cups instead of instant coffee or sorbet instead of frozen fruit. The delivery people people also had some weird penchant for leaving the delivery immediately in front of my door, making it impossible to open my door without damaging the bag or goods. It’s not ready for prime time. The customer service team is quick to address refunds, but they miss the mark in being a time saving service. It’s not convenient to micromanage a delivery person or then end up with items that aren’t close to expectations. I get the impression that whoever is assembling the orders is doing a mad dash through the store without asking for help finding items. Ex- K-cups for instant coffee... went to the Whole Foods myself and there it was. Deleting this app because the final product is a disappointment..Version: 5.4.1

Great concept but the app is terrible.I gave this 3 stars because Whole Foods is doing an awesome job on their part. The App on the other hand, is awful. It freezes constantly. I would say that 9 out of 10 times that I go to place an order, the app is frozen. I have to exit out of the app, trying it over and over again until I have to eventually remove the app and reload it onto my phone. Same goes for alerting Whole Foods that you’re on the way. The concept is great but my app is usually frozen when I go to notify them. I really wish you’d fix all of the bugs that are associated with this app because it would be amazing if you could actually get on and use it..Version: 5.13

Could be betterSince COVID, had been ordering from WholeFoods via the Internet for home delivery and it was fine. Decided to try the dedicated app when switching to curbside pickup to see if anything was better. It’s just okay, should be better. I don’t understand why the app lacks the simple feature to make a “Favorites” list to order off weekly. And, when compiling a weekly order over a few days time, items “disappear” from your order when your store is suddenly are out of stock, meaning you might think you ordered something but actually have not. When ordering through the website, at least an item is ghosted out, so you know to look for an alternative. I appreciate the overall service and am grateful to those who make it happen, but would also appreciate an improved app in the future..Version: 5.17

Drivers are either extremely good or extremely incompetentI’ve had very many good deliveries using this app I’ve decided not to use it anymore after one of the drivers and dropped off my groceries at someone else’s door at night. Obviously I’m not going out at night door to door to see which of the wrong addresses in my neighborhood my groceries were delivered to... when I called customer service they attempted to call the driver and they repeatedly did not answer they’re phone, the only thing the customer service person was able to do was to issue a full refund... but now I’m spending an entire night without any food in my apartment... I didn’t order any food out because I was counting on my groceries being delivered.... if this is the quality of the drivers that they can just do an incompetent job without repercussions I can’t recommend anyone use the service..Version: 5.6

App is great, groceries are expensive!The app is great work fine there are no issues with it as far as I can tell. The prices of products from prime now coupled with the delivery charge compared to shopping at alternative supermarkets and using their delivery service e.g. Tesco makes using this app and their 2 hour delivery very much for the affluent. The prices observed across the range are hyper-inflated some items have a 50% markup compared to competitors. Unfortunately, this service is not for me based on price alone. I don’t quite understand the economics of the pricing strategy. Seems ridiculous to me..Version: 5.16.2

Past purchasesFor weeks now I have been trying to use prime now to reorder items. But many items are no longer available to reorder. How can this be? Even the basic items that would be available at Morrison’s are not available, but are if I went directly to Morrison’s delivery website. Could someone explain this. Because if it continues it makes Prime now sort of unnecessary and I might as well opt for online food delivery and patiently bare the few days delivery..Version: 5.10

Needs a lot of Work if it wants to Compete with InstacartI used the app for the first time. I was impressed with the selection of products available to order from Whole Foods and the delivery fees. However, the actual delivery was horrible. I live less than a mile away from a Whole Foods and they sent my order to a Whole Foods about 7 miles away. I placed my order around 5pm and the only available slot for delivery was 8 - 10pm. Around 10pm, I hadn’t received word from the driver. I called and they informed me they were in the middle of dropping off another order and I should have my order in approximately 30 minutes. Instacart at least informs you when your driver is on the way. I never received that notification. Upon arrival, the driver entered the wrong building and could not find my apartment. When I asked if they read my delivery notes, they stated “No.” I had to stay on the phone and provide them with step-by-step instructions. By the time I received my food, it was almost 11pm. This may have been my first and last time using Prime Now..Version: 5.6

Extremely buggy, for years..Would be better off with a web page shoved inside an app than this. In fact I just had to use the desktop mode on my phones browser to place an order, which wouldn’t go through even after 5 attempts (reboot and app closed / reopened). Issues (iPhone 8 Plus): 1. Clicking on a product has stopped working, it either crashes the app or kicks you back to home page. Every time, it’s totally broken. 2. Double tapping text to edit search doesn’t work, never has. Just try typing a word, then double tap to select it, then backspace / type a character. 3. Clicking add to basket can take up to 1/2 minutes on 200Mbps internet. Same for loading basket. 4. Often doesn’t allow me to place an order! I have to switch to desktop website to do that, 1 in 4 times I’d guess. 5. Dark mode bug - when enabled, the iOS clock is white, so it is not visible. 6. Many items have incorrect images / descriptions (not specific to the app I know) Please just try using your app for yourselves, it’s clearly in need of a complete rewrite :).Version: 5.16.6

Love the service, app needs workPrime now grocery delivery is the best. Life changing. But the app.. three big requests. Make the app for iPad and make it rotate so if you have an iPad in landscape position with an attached keyboard, you can actually use it. Lots of people use iPads with attached keyboard cases. Second, improve the search algorithms. The search misses a ton of super relevant hits and grabs totally random false hits. It’s easier to find something by browsing the department than the search. Third, the app is glitchy and hangs up, particularly when going in and out of the cart. I often have to close it out and restart it to complete my order..Version: 5.13

Needs ImprovementApp needs to be updated to allow ordering in fractions of a lb. on meats/seafood . i.e. 1.5 lbs, 1.75 lbs, etc. as well as an option to note the number of pieces as an alternative to ordering by the lb. Sometimes you need 4 chicken cutlets because you are cooking for 4 people and you don’t necessarily know(or care) what that equates to in lbs. Also needs an option to include notes, for example, if you order 4 chicken cutlets but you don’t want them packaged all together because you want to put half in the freezer for a few days. Or if you want bananas but you would prefer a more (or less) ripe bunch, etc. If you are pre-ordering for a future delivery time, you should be able to add/remove items up until the point at which its being shopped..Version: 5.3

Awful, Just, awful!Support is absolutely lousy if you should waste your valuable time asking for help with all the steps you've taken already so you could at least, try, to eradicate the network error message which will come without fail when you're trying to complete checkout. You will tap continue, expecting to complete your purchase and... wham! It crashes and tells you to either go to settings or try again because it thinks you don't have a very good internet connection when you certainly have a very good internet connection, because you're able to use mobile aand broadband no problems what so ever, with all your other internet based apps on your phone and your computer! humph!.Version: 5.16.3

Outrageously poor experienceThey marked my order delivered in the middle of my window. Called them immediately, suggested I just need to wait until the end of my window. Called again. I’ve been told that I can just use a button to contact the driver. There was no such button. “We can reimburse you, and maybe you can resubmit your order”. Thank you, not ever again. The very least you can do is to reimburse, that isn't addressing the issue though..Version: 5.16.6

Horrible softwareI ordered three times and every single time they delivered super late (2 hours after the slot) and to the wrong address, even though I tried to call them before to make sure they fix the system. Yet not only the system was not fixed but it’s been almost impossible to speak to someone qualified at customer service or the drivers..Version: 5.16.1

A real flaming pile of rancid garbage appThey didn’t even bother to develop an ipad app; they just scaled the phone app to Romper Room size. Oh, and by the way, the phone app is worthless. Some of it is the back end not updating available stock quickly enough, and some of it is that you can only miss pick suggested items from the search drop down, and a lot of it is the overall clumsy nature of the whole mess of an interface. This is on top of a service that has delivered at least one to three items that needed refunding at least 7-8 times out of 10, or took way to long to deliver (there is no way I’m going to accept groceries that have been in a car for an hour and a half). However, the saving grace, as always, is Amazon’s customer service..Version: 5.10

App needs workThis app needs improvement, instead of asking me to verify my account every fourth or fifth sign in, why can’t I be kept signed in? Seems buggy... also, descriptions of some items but not others- there needs to be better descriptions of these items as some do not even have photos. Then at times I’ll add an item to my cart and it will tell me the item is no longer available only to see the same item listed for sale ten minutes later which is sort of confusing. The ui is not really smooth to use; its kind of a pain really... notifications through text with a direct link still take me through the app where again, I have to verify my password. Not sure what that’s all about right there other than a total annoyance. Please improve for better usability and item clarification through proper descriptions! Thanks! App is sloooowwwww, freezes ).Version: 5.11

Always have to delete the app and re installAs much as I love the convenience of the whole idea, it is not convenient how I am constantly having to delete then re-install the app in order for my order to process. I will be ready to check out, then as I’m picking a time window it tells me that connection is lost, try again later. No matter how Many times I fix my internet, or make sure my cellular data is on, it does Not work. Then, I miss the time window I wanted. Sometimes the deleting and re installing doesn’t work and I just go to the market (poor me). Hoping that is something that can be fixed, because I love the idea, I just wish it would work more often..Version: 5.7.1

Needs a “Saved for Later” list for out of stock itemsIt’s so frustrating when going to checkout that the items that are no longer in stock just disappear from my cart. Why can’t you put them in a save for later queue or list so I can add them back when in stock easier???. When going to checkout I just want to check for a pickup window or delivery(which is hard to get) but every time I check I lose half my cart bc stock comes and goes then tomorrow I have to re add everything and check again. Make this process easier and add more pick up windows.Version: 5.16.2

Terrible Customer ServiceI ordered from Prime Now as I wasn’t feeling well. It took ages to place order as items cone from different shops so you have to pick items from one by filtering every time you look an item up. Delivery is a joke. I got a call from the delivery person to say my items were down stairs. I explained that their are four lifts and that I was not feeling very well. He said that he had six bags and they were to heavy I would need to go down and collect them. I had to get up, shower, get dressed and go down to collect shopping left on the floor in the corner. The whole point I ordered was because I was not well and had been in bed all day. Phoned the customer compliant department and the person said I’m sorry you are not happy with the service you received. I’ll pass you complaint on. That was it! I’ve been a prime customer for years! But will not be using Prime Now again..Version: 5.3

FreezerYou would think that one of the biggest conglomerate on the planet would provide an app that functions better than this one. But unfortunately, that is not the case here. Each and every time, it’s necessary to delete the app and then reinstall it because it freezes. Sometimes, this must be done two or three times. I’ve had the app for several months, certainly long enough for the developers and management to read the other reviews citing the same problems and address it. Perhaps it’s being corrected right now. Surely, They would want current customers to continue being customers and strive for new. But if not, this app is a good way to achieve that goal, as well..Version: 5.16

Way Worse than InstacartI’ve recently become a reluctant user of Prime Now after Whole Foods refused to keep working with Instacart. The app for Instacart is way better in a whole bunch of ways: (1) Insta lets you delete from your order before it’s processed; (2) Insta lets you add different items to your order before it’s processed; (3) Insta lets you see what time your delivery is coming before finalizing your order - if you need an onion tonight but the order can’t be here til tomorrow, then you should get a chance to delete the onion; (4) Insta deliveries are way faster and more frequent; and (5) you get to see what your shopper is doing m real time and communicate with them. I am SO DISAPPOINTED in Prime Now after being a weekly Instacart user for many months. I hate that we have to use this instead now - please make it better..Version: 5.10

One way to completely kill the serviceTo everyone reading these reviews I will inform you that the service used to be free delivery when you spent £20, however, now they have inflated it to £40 or a £4 delivery charge. I used to use this service all the time! I even bought prime just for the convenience of this service... Whoever thought this was a good idea needs to be fired as you can tell from these reviews that the people are not happy!.Version: 4.4.1

Error with network / location servicesHave an issue that has been going on for a couple of months now where I can get as far as completing my basket and selecting a delivery window but when I click to confirm payment, I receive a network / location error and keep being redirected to iOS location settings. Location is enabled for the app but I’ve not been able to complete an order through it. I have since deleted the app and use PrimeNow through a browser. How has this not been resolved yet?!.Version: 5.16.4

Love-Hate Relationship with this appI love this app but there are many issues as well. Like another reviewer said, it’s silly how you don’t need to sign in to place the order (anyone could get into your phone and do it) but you have to sign in just to see simple stuff once your order is placed? That’s odd. Most apps like Instacart and Kroger allow you to shop for an alternative in case your first choice is out of stock. This app is not as sophisticated yet. Instead, you get the shopper’s text with a default alternative and if you don’t respond within 15 mins you get charged for that default replacement..Version: 5.16.4

Terrible Customer ServiceI have used AP to order breakfast items from Whole Foods over 10 times with excellent results at first. I ordered before 7 am to qualify for the 8 - 9 am 1 hr window. The first time, the order was on my porch at 8 am! The subsequent orders arrived later and later in the window with all the items in good condition with no unacceptable substitutions. I placed my last order with Whole Foods at 6:30 am and scheduled the 8 am - 9 am window. I received a message shortly after 7 am, I believe, that my order had been assembled and was waiting to be delivered. By 9:10 am I had heard nothing from the store or the driver. I called the driver who spoke with a heavy accent. He was difficult to understand but I managed to get that it “was the store’s fault”. The order was on my porch by 9:22 (time listed on receipt) I think it was more like 9:30 or 9:35 am. The two packages of frozen entrees were soft and not cold to the touch even though they were packaged in an insulated bag. I tried repeatedly to use “customer service” to have them call me as per their instructions but there was no response. As a final resort, I’m writing this review..Version: 5.11

When it works, it’s amazing! But...I’m handicapped so this app is a blessing. It’s hard to impossible to get to the store and get a week worth of groceries from my car and into my house. So when everything works out, it’s WONDERFUL. However, the shoppers who put your order together are sometimes... not very communicative. They don’t answer simple questions or acknowledge requests (like asking for the bread to be sliced). You won’t know until the order ships if something is out of stock, and no replacement options are offered, although I believe that this is supposed to be policy. This makes it difficult to make sure that you can get your weekly shopping done properly. Also, you don’t have to sign in to place your order, but you have to sign in - repeatedly - to keep track of the progress of your order’s arrival. Not cool. I want safety measures to keep the wrong person from spending my money, not to keep me from checking in the arrival time of my order..Version: 5.16.2

OK but not greatI’ve used the service twice and did not experience fast delivery. You have to book a delivery slot, and I could not checkout on each occasion because there were no delivery slots. New delivery slots are available to book from the next day and they are also not for same day or even next day delivery. So for each order I booked, the delivery turnaround was 3-4 days..Version: 5.16.2

Outmatched in every way by the competitionThis app lacks the basic functionality required. When you start building a cart, if something goes out of stock, it just removes it without telling you. So you don’t even notice. I could’ve picked different eggs. You cannot edit a cart once an order has been placed but before the shopper begins. The notifications don’t always work properly. The quantity limits are very arbitrary and don’t at all match what I see in the store or what I’m told when I call. You can’t put in a special request when items you know the store carries aren’t listed. Adding more than one of something is arduous. UX really needs to come up with something better. The number of items in my cart reflects the quantities. That’s insane. If I’ve ordered 5 avocados and 5 oranges, that’s 2 shopping cart items, not 10. Count line items, not quantities. The app just doesn’t compare to instacart, and I feel bullied into using it now because of the severed relationship with instacart. I’m now actively looking at which of my staples can be purchased from instacart stores so I can minimize my use of this app..Version: 5.10

£40This use to be so good. I use to use it three times a week and ended up doing all my shopping on it. Now they have increased the minimum spend to £40 it’s just not worth it. You can order from most supermarkets and they will deliver it just 7 hours later. This was good but now it’s rubbish. Also their fresh fruit has gone.. well it’s not fresh anymore. On my last three and final orders all the fruit had to be returned..Version: 4.5

What service!Since the outbreak of Covid-19 I’ve been unable to get any service from this app. Prior to it I used to use it all the time. There really isn’t any excuse for it to still be the case when it’s September 2020 and I even live in London so the fact I haven’t been able to use the service is at the very least disappointing. What makes it worse and got me quite annoyed was the fact this app encourages you to shop and over a certain value to get a free slot, you spend time shopping and when it comes to checkout it says no slots available more are realised later. Which is an epic waste of my time!.Version: 5.16.6

Great idea - poor executionTried this for a while as the concept is great. But it is poorly executed. Every week there are items missing without warning and it’s impossible to get a delivery slot without spending hours just refreshing your checkout screen every 30 seconds. Won’t be using any more. I hope someone picks up the idea though and does it better. The idea has legs. But not with this lot..Version: 5.17.1

Not particularly cheapDisappointing range of stuff and poor value compared to something like Costco, given this is only available in areas which are also likely to have one. The range isn’t up to much, and although they have offers like £5 off 5 items, this is from a very limited choice some of which are overpriced to begin with. As such, it’s difficult to find 5 items which you want and which are also priced at a competitive level..Version: 5.15.1

What have you done?Have used this service in the past and was happy with it. Went to use it today (with the latest version of the app) and all it says is “Same-day grocery delivery is free with Prime”. I don’t want groceries but I can’t get past this screen. I even tried agreeing to an “invitation” in the hope of being able to order the electrical item I want, but all I get is the same “Same-day grocery” screen again. What on earth has happened? I had to give up trying to order my item and use Argos instead (yes, it was that bad!)..Version: 5.16.6

Needs workA good service but the app constantly signs me out. Plus why can’t I seem to reserve a slot before I have built a basket? It’s annoying building a basket before I know if I can get it delivered when I need it. I also had some network errors trying to confirm my order when my network was fine..Version: 5.16.4

Order cancelled with no reason and no refundI have placed an order on 8th Sep but got cancelled with no explanation. I have called the customer service 3 times and write 3 emails, still haven’t got the refund yet. And no one get back to me even through they promised will investigate and call me back. Looks like this app/system is not well managed. Not worth and safe to use it. Such a waste of time! I have deleted the app already and would not recommend it any of my friends!.Version: 5.5

Good service, terrible app.It takes on average 5-7 times of closing and reopening the app before it will allow me to use it. It just freezes not even allowing me to scroll up and down. Adding things into your basket freezes the app. Service is brill though, quick delivery..Version: 5.16.3

Doesn’t deal with loadDespite all their claims of wonderful scalable cloud infrastructures, Amazon’s own offer breaks under load in the most annoying way. With the current crisis, getting a delivery slot is hugely important, but when you do, and attempt to pay, it just dies repeatedly with a network error. As such, it’s just a random race to get your order in some elaborate Russian roulette..Version: 5.16.2

Could improveI don’t have much problems with the app except occasional times that it freezes though. Whole Foods/Amazon need to check their inventories because I am constantly sent a message about how something isn’t in stock or something they didn’t have but on the app says they do have. The first time I made an order, everything was perfect. The next time I made an order, my fruits and veggies weren’t picked with care and most of my veggies and fruits were bad. I gave a third chance but order came out like the second order. It saddens me since I’m a prime member and a busy mom. I wish the people who do the groceries would do their best and pick the best item. I care more about the quality than how fast you can get items in a bag. That’s just me..Version: 5.8

Worst ApplicationAs an engineer, it’s even more salt on the wound of just how horrible this application is. Courier never shows up, can’t ever call or message within the app so have to load the website to navigate on deliveries (which happens on most deliveries), driver logistics are left out to pasture so you can’t even let them know ‘oh how this delivery won’t be delivered since the courier hasn’t picked up the delivery from the store during the delivery and even two hours after the window of time, oh and yes my app is up to date lol, deliveries are never made on time, it’s not just a horrible app, it’s horrendous as a UX experience, 0 out of 100. It’s hands down the worst application I’ve had to use in my life on a regular basis. I’ve deleted it so many times just from disbelief at the experience not becoming better..Version: 5.16.6

👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻I sit down pick my shopping out, which isn’t a lot as I’m not being greedy like other people. I only wanted to get 2-3 days worth of food. I wasted about 20 minutes of my time to get to the checkout for it to say you’re not delivering today or tomorrow. New delivery slots will be available at midnight. I’m sure as a billion pound company you can get your system to say this before we waste time picking out our stuff..Version: 5.16.2

Good service, but major issues with substitutionsThe service is pretty good. I’ve ordered from WH and it is very convenient. My big issue is with the process for handling substitutions. For whatever reason, I don’t receive a notification of a proposed substitution. I only notice it when I open up the app and see it listed in messages, by which time it has already been declined. Please fix the notifications so that we have adequate time to accept or reject a substitution. This is particularly annoying because sometimes the item that is out of stock is one of the primary ingredients I need and then I end up without it. Fix this issue and I’ll bump it up a star or two..Version: 5.6

No longer a convenient quick deliveryInstead of a minimum order of £20 with free delivery it is now £3.99 delivery for orders under £40, so essentially they have added a 20% charge to use the service. I most often only need one or two things and can’t be bothered to go to the shop so I would bump up my order to the minimum with non perishables. Used to use this almost everyday, now I won’t be using it at all anymore! Guy that owns it is already the richest guy in the world, doesn’t need another 20%....Version: 4.3.1

Terrible. Do not waste your time.I tried this service twice in one weekend but both were unsuccessful. Both times I got text messages that their driver was on the way and then a text a minute later that the delivery was undeliverable. For the first one, the customer service rep called with the driver who assured me he would deliver but did not. Spoken to customer service twice more since then but no reasonable explanation and they don’t seem to want to do anything about it. Besides this, they have an extremely poor selection of products. You add things in the basket and at check out a bunch of stuff becomes unavailable. The worst delivery service and a complete waste of people’s time. Do not bother..Version: 5.3.2

TerribleSeriously, don’t use it. It’s terrible, my order never got delivered, after waiting for more than 4 hours, I contacted the customer service, being told due to bad traffic, the order cannot be delivered within the time slot so it’s been cancelled. But come on, should you let me know it’s been cancelled? Instead having me waiting most of the day..Version: 5.3.2

Run!!! WORST COMPANY EVER!I think that you should change your name by Prime Never! For the 3rd time I'm using Prime Now and it's the poorest service I ever used in my entire life!!!! The first time I never had the delivery, the second time it was 1/2h late and now I'm still waiting my third order that never arrived! Not only they deliver late, but they also deliver poisoned products(the infamous houmous!)Right now the service client is on the phone and they are utterly rude!.Version: 5.15.1

Not as good as it once wasThis app has really taken a nosedive when it comes to quality. I was trying to place an order and got stuck in a loop of not being able to get to an item’s details view. I tried going to my orders so that I could make the identical order again, only for it not to be visible in the app, but was available on the website. It seemed like the app is having login issues, since I tried to reinstall the app and the app had network issues during login (I wasn’t having issues with any other apps that require a network connection). This app needs work and can be fixed. Unfortunately that does me no good right now..Version: 5.6

Very useful app but please don’t delete items from cartThis app and service are amazing and have saved me a ton of time. My only complaint is that unavailable items are deleted from my cart. I add 100 items to my cart, go do something else and come back to realize that 10 items have been removed from my cart, and I can’t easily figure out what was removed. I’d rather see that it’s unavailable and check back in a few days to place my order. I’ve also noticed that the app will delete items when they aren’t available at my currently-selected store, when I’d prefer to just select a different store. Fix these issues and this is a 5-star app..Version: 5.16.2

Terrible appApp freezes all the time. I have to delete, reinstall, re-log-in just to order, complete an order, check in. Etc. Very frustrating. Several times, I couldn’t check in on way to pick up because app froze. So, I have to wait extra time at pick up. Searching for foods is not simple. There’s no way to send messages, special requests, or communicate with the shopper. Sometimes the app doesn’t show something that I know the store has, so I’m unable to purchase that item. Ive also ordered food for that night’s family dinner only not to receive that one vital item from my order. Customer service explained that prime’s contract with Whole Foods limits the quantity of products that can they sell to customers. So, The store may have 6 widgets, but I can only get 1 widget. Which is not enough widgets to feed my family. The only reason I use this service is because Whole Foods is about 30mins from home and they’re the only store that sells many of our daily foods and products. Otherwise, I would happily say goodbye to this service. If I place the order a day before, I may be able to get a favorable delivery window. Otherwise, not so much. I want to love this service, but it’s sadly lacking. Hopefully, it will improve..Version: 5.12

No goodI am on crutches and needed the stuff I actually ordered. Over half of my ordered items were not available- why offer them in the app? It just creates frustration with your service. I’ve now received items I didn’t order, and replacement items I did not authorise. This is the first time I’ve used Prime Now, I should have listened to the reviews online and avoided. I could have ordered with another company and actually received what I wanted! My time and effort has been wasted. Shut off the app and launch it when you can get the basics right..Version: 5.6

Don’t botherIt seems to be a constant issue that we’ll be sat in the flat waiting for hours for an order that isn’t going to show up. We’ve tried to stick with the app because it seems like it has so much potential but it’s becoming a gamble every time we order anything as to whether it will show up. There’s not a wide variety of things on the app. On top of that it feels like the delivery drivers aren’t very bothered about whether you get your order or not because half of them never show up. It’s seriously frustrating when your ill or incredibly tired from night shifts. Wouldn’t bother if you live in a flat block, if they can’t find it instantly they’ll just give up and drive away and be ‘unable to deliver’ your order..Version: 5.13

So much un tapped potentialI use the app to build my shopping list as everyone I know does. However when an item is out of stock or they don’t have the quantity the item is just deleted. There is a message and the list of what was deleted but 98% of the time it’s gone before I realize and no way to view it again. I think there’s an opportunity to handle this differently so items are not completely gone. When I first started using the app over a year ago I loved the idea of keeping my shopping list on the app. This is obviously not part of the design but should be. If an item is out of stock, why not just flag it? Almost 100% of the time when I go to actually place my order, the item is in stock again. So the app apparently is not designed to help you shop and build you list all week. You have to do that somewhere else. It’s only to be used at the moment of placing an order. I see this as a gap and not fully understanding the user needs. This would be a wonderful enhancement. Please make this a user story and add to one of your sprints!.Version: 5.16.4

Poor App; good serviceFirst time using the app properly and even with it fully updated it is very slow and clunky. Search function works well, but adding items to basket causes the app to freeze- usually it continues to function or sometimes you need to restart. Checkout is straightforward, pick a time, a payment method and you’re done. Notifications were accurate and non intrusive- no unnecessary ones. The app is really let down by just how *slow* it is. Sometimes searches just open the home page. Sometimes the page you’re navigating to is just blank. The delivery map is helpful to see where your driver is, unfortunately it only refreshes when restarting the app. I’d also love to see a function to empty the shopping cart entirely, currently you have to manually set each item to “zero” quantity to remove it. At the very least a swipe function to remove items or put them in a “save for later” basket. Price wise- I’m really happy with the value of items I bought. It would be a “nice to have” if free delivery kicked in from at least £30, and I would definitely consider using it for smaller orders if the delivery charge was £2.99 rather than £3.99. Delivery was quick, it arrived within the first half hour of my two hour slot. The driver followed my instructions and was really polite, all items were correct and I’m happy I got some decent bargains and I didn’t have to go out in the cold!.Version: 5.7.1

Such a shame it's fallen far below InstacartIC had such a great interface. I could easily find and chat with shopper, they could easily contact me and they did. I very rarely got wrong items, i could add last minute additions easily and add items not listed easily. Now.... Wrong items 50% of the time. Never have i communicated with shopper. Cannot add item at all if its not listed but you know for a fact is sold in store. Only way to 'add' a forgotten item, cancel order completely and start over. App is confusing to use. Shopper chat is hard if impossible to find. CS for this is a call center so no way to reach anyone shopping for me. Quantities make no sense, how many lbs of chef case Chicken Scallopini do I want? Not able to just say one, so they got me 4. SO OFTEN items in store aren't listed yet VERY OFTEN items listed I can order aren't actually sold in store! Makes no sense. Hate this service now. I can only order MUST have items and try to do so rarely. Using this app increases my stress in spite of what its supposed to do. Make things easier. Yeah right..Version: 5.15.1

Needs workThe concept/service is great, but the app still needs a lot of work. App is very buggy and sometimes prohibitively slow. Sometimes, it takes 10-15 seconds for an item to be added to the cart. While waiting the app is unusable. Typically, my entire order is from Whole Foods. While there is an option to search only in Whole Foods, this is reset each time an item is added to the cart. For a full shopping list this can get very tedious and annoying. After selecting the option to leave out unavailable items (as opposed to the shopper finding a comparable replacement), the shopper still replaced an unavailable item with something else more expensive. I do not know if this was a failure on the app end or on the shopper end, but in either case there doesn’t seem to be a point in including that feature if it won’t work. I’ve been using Prime Now for about two months on a weekly basis for household groceries as a trial, and I think overall the concept is great... but needs a little work on Amazon’s software engineering end before I pick it back up again..Version: 5.16

Terrible Service.Absolutely terrible and completely unreliable. Used a few times over the recent months, most of the orders that have arrived have been missing items that i’ve still been charged for, and several times I have placed orders that have just never turned up with no explanation. Trying to get refunds for missing items or trying to find out why the delivery was never delivered is near impossible due to terrible customer service. STAY AWAY..Version: 5.8

App needs updatingThe app is good and functional but still has issues. For example when there’s a problem with the order and you try and contact the driver you can’t and then when you contact CS they are unable to either. This needs fixing..Version: 5.16.3

When did delivery charges change!!!I absolutely loved this service as was bloody handy with a very reasonable min spend for free delivery. Now that the min spend for free delivery has gone up to £40 (!!!) or £3 for under £40, I am very disappointed especially as I wasn’t notified of this change as use this service every week (will work out a extra £200 a year!!) . I already pay an annual fee for being a prime member and now am being charged again for using a service which was free!! Will now need to reconsider this service 😡.Version: 4.3.1

Extremely disappointedThe first few months were great. As someone with a birth defect of the spine that has cause numerous mobility issues it started as a godsend. The past two months there has been a steady decline in professionalism of the drivers and warehousing staff. Ive reported the numerous issues to customer service. They were only willing to give me a $5 promotion for missing $38 worth of merchandise of which I couldnt even use because despite my account having the receipt amount they always preauthorize $10 extra initially causing a bounce every time. Its absolutely devastating that between physical disability disallowing me from being able to shop normally then to have something that made me feel human again to be this much of a let down when im attempting to feed my two small children as well i just can no longer forgive the inadequacies. Deleting the app ill just use my prime for gift purchases and tv. Going with instacart or shipt for groceries cuz prime now is beyond a disappointment at this point..Version: 5.6

Please stop taking items out of the basket and not alerting the userI really like the idea behind this app and that I can get groceries delivered to fit in with a hectic work life. However one big bug bear is that the apps just removes items from your basket when they go out of stock. You occasionally get a message showing a couple items that have since gone out of stock, but this does not show all of them. Our latest delivery was missing bananas and yoghurt which I knew had been put in the cart but alas, they were not in the order list. Why can you not keep them in the cart, flag in red and offer an alternative rather than simply removing? Just means I end up with an incomplete shop..Version: 5.16.4

Better off going to the shopsThe app works fine but don’t expect to get all your items, some will be missed and others will be replaced with complete random items (you won’t be notified of this until 2 minutes before delivery and you won’t be offered replacements despite choosing that option). That’s if it’s delivered at all. On the plus side you’ll become very familiar with the customer service team..Version: 5.3.2

Truly disappointingThis app is crap. I can’t even use it on my phone (it’s been this way for at least a month). In order to actually place the order it has to be done from computer to avoid the user error. -items placed in cart magically disappear or are out of stock and the app no longer informs you what has been removed (it used to) -shoppers love to just note something is out of stock and not bother offering replacements and you don’t find out until you receive your order -the app doesn’t easily allow the shopper to make logical substitutions (I asked for a 4-pack of corn they were out but they had loose fresh corn and the shopper said due to price difference they could not substitute which makes zero sense). This happens all the time where the store has what you need but the app won’t let the shopper substitute so you end up not getting the item(s) at all which is infuriating -horrible communication w shopper. Most don’t bother to look at their messages or can’t be bothered -9 times out of 10 the shopper picks out over ripe / expired produce and dairy products I could go on and on. DO BETTER.Version: 5.16.3

Avoid replacement optionConvenient but problematic when they don’t have an item. The personal shoppers aren’t always the best in this area. I was shopping for gnocchi. When contacted by my shopper I messaged “gnocchi is the most important item” on my list. Turns out the brand I was looking at wasn’t available. They suggested a replacement of pizza cheese 🤔 I further inquired because that made no sense to me? Pizza flavored gnocchi? Pizza dough? They then said the almond flavored gnocchi wasn’t available, this is all they have? What? I ordered a gluten free version that used almond flour. It’s not a flavor and it’s not a cheese. My shopper clearly had no idea what gnocchi was and before we finished our conversation they finalized the order. So now my gnocchi soup will be missing the main ingredient.😒 Not impressed with this service..Version: 5.7.1

Could be great but it’s notThis app and service has the potential to be fantastic, if it sold the items that you actually need. The way in which it is advertised on the television would lead you to believe that it is your one stop shop for things you require in a hurry. However this is far from the fact. The last three times I have searched the app for basic items I urgently required they were not even stocked. In actual fact it stocks very little of the things you may require in a hurry. For example it’s a Sunday the shops are closed and something breaks at home. You want to replace it the same day so look at Prime now to get it replaced with in 2 hours only to find they don’t stock such item..Version: 5.17

Service is Great, App UI Needs WorkThe three stars are for the availability of this service. It is a huge time saver and SO convenient. Thank you!! However, the app UI should take notes from Instacart. I’d like to be able to sort items by diet, such as gluten free. Also, once you place your order, you should be able to add items up until the shopper starts your order. Occasionally it’s been 36 hours between the time I place the order and the first available delivery time so we often run out of additional items by then but I can’t add them. Lastly, the messages and notifications are buggy. I am not always notified of items being out of stock and the replacements by the shopper are rarely right. I am celiac and they will replace gluten free pasta with regular pasta. Please make these updates for an even better user experience!.Version: 5.16.2

Great service- annoying appThe service is brilliant. Can’t fault it. Sometimes they get some items wrong but they’re always happy to sort it out. I do have an issue with the actual function of the app though. Ordering etc is easy enough, but when looking at categories for items it doesn’t actually show that category, but shoes a weird selection of Bananas, milk, kitchen roll abs more. (Eg. Looking under heading nappies and see these other items instead). The search function works fine to find the item you need, it’s just really annoying..Version: 5.17

What happened to 2-hour delivery???I have been a Prime member for quite some time and have been utilizing Prime Now since it first became available in Dallas. However, the last few times I have tried to submit an order, the “free delivery within 2 hours” is non-existent. For example, I just tried to submit an order at 4pm (over the $35 limit) and my next FREE delivery time was 8am-10am the next day...I did have the option to pay $4.99 to have a delivery window of 9pm-10pm tonight - still not close to 2 hours!! I would not be so frustrated if I knew this information as soon as I logged into the app....instead when I am shopping it still says “Delivery within 2 hours” at the top of the page. If it had said, “next available delivery time in your area is 9-10pm,” I wouldn’t have wasted my time and would not be as frustrated..Version: 5.3.1

Good but needs improvement.This service is great when you’re able to find everything on your shopping list. I love the convenience of having same day delivery, because who wants to go to the store after a long day of work when you’re exhausted? No one does. I use it for both groceries and non-grocery items such as: toiletries, cleaning supplies, cat food, beauty products. But....here’s my issue with the app; it only great if you can get everything checked off of your shopping list. There needs to be a vast selection of items that are added to the app, otherwise why use it?.Version: 5.10

Pretty disappointingWe really wanted this to work, but the whole system is pretty messed up. We gave it three tries. 1ST RUN: Pretty good. They delivered one item in the wrong size, so they refunded it and we got to keep it. Some of their product substitution efforts were pretty bizarre. Not bad, though. 2ND RUN: They bagged our order but only delivered half of it. No way to get them to deliver the other bags sitting in their store, other than placing that part of the order again for delivery the following day. They did refund the delivery charge since the re-placed order was too small for free delivery. 3RD RUN: They tried to replace salmon fillets with packaged smoked salmon slices. I sent a message to the shopper asking them to get a different variety of fresh salmon fillet that I confirmed was available, and also sent a message to customer service before the delivery left the store. Nothing they could do, which meant I had to drive to a local store for fish that day - exactly what I was trying to avoid with delivery. They also charged me for a pound of a produce item rather than for the single pepper, which weighed maybe 6 ounces. Their bizarre attempts at product substitutions combined with no real way to communicate with them while the order is being prepared - and no way to note preferences, like ripe bananas - make this pretty useless for us..Version: 5.7.1

This app created one of the worst shopping experiences everI created a pickup order on the Prime Now app, so I didn’t have to go into Whole Foods during the Covid-19 pandemic, which sounded like a good idea. The next morning I checked my Prime Now app and said my order was ready for pickup at 10 am. I drove over, checking in that I was on my way first, and arrived at 10:15. I waited 30 minutes, and no order. I called the store and no one could figure out what happened. 50 minutes after I arrived I got a text that they just started shopping for my order. Finally, after one hour of waiting, my order was brought to my car. Totally unacceptable. I will never use this app again. This system, given what’s going on at present, would be brilliant, unfortunately, it’s not..Version: 5.16.2

Significant deterioration in servicePrime now used to be great, with two hours’ notice you could get a free two hour delivery window and the food was always what was requested. It’s really fallen off and feels like an abuse of market power to get a lesser service for the same cost. You now need four hours’ notice to get a free two hour delivery window, which is consistently at the back end or late, the shopper will substitute your food for a more expensive product after waiting only a couple of minutes to confirm, and recently the delivery person straight up didn’t deliver my food but scanned it as delivered nonetheless. The most insulting this about that was they could refund but not process reordering on my behalf (not a big deal but was a pain) and they didn’t refund the tip for the delivery that didn’t make it to me, I had to call up and request it be cancelled out. If the service keep deteriorating at this rate I will soon stop using it.Version: 5.7.1

Do not rely on if you need food - cancel without explanationI’ve been a Prime member for several years but Prime Now is an absolute disgrace - I’ve just cancelled my Prime membership having been sat at home waiting for a delivery for hours, only to find in my inbox they’ve cancelled our order without explanation or apology. The order was placed hours ago with a food order (I’m stuck at home ill), and it’s now far too late / impossible to get anything elsewhere. There was no explanation and this is after days of problems with the app and a missing bag in my last order. Overall it’s shocking - don’t risk using..Version: 5.6


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