Review: Using Amazon Prime Now for Whole Foods Delivery in New York City

By Anna Breuer on 2 August 2018
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Amazon is finally making good on its promise to consumers for its $14 billion takeover of Whole Foods Market with the launch of delivery through its Prime Now service.

Delivery from Whole Foods via Prime Now is available in 24 cities and deliveries will arrive within an hour, albeit for an extra fee, while deliveries within a two-hour window are available at no charge provided the customer hits the $35 minimum.

The Seattle-based company recently added Fort Lauderdale, Miami, and Palm Beach, as well as parts of Long Island and New York City to the list of eligible areas.

Here are the basics: Delivery is available between 8 a.m. and 10 p.m. daily and, while not every item in the store is available, thousands of items found in Whole Foods stores are available across multiple categories including prepared foods (including sushi), produce, baked goods, dairy, meat, seafood, flowers, and staples.

To test the service, I downloaded the Prime Now app. Once I logged in it recognized my profile including payment methods and shipping addresses. Unlike my attempt to test Amazon fresh, in which I was never able to find items I wanted, I quickly filled up my shopping cart with a pound of organic cherries, four avocados, an “Opera” patisserie, Lundberg Jasmine rice, Talenti Belgian chocolate gelato, three bananas, and a Salmon Nigiri roll platter.

My only gripe was that there were too many taps required to see details on a specific product and I then had to navigate using the back arrow to continue shopping.

When I opened the app, it promised me $10 off on my first order but, at checkout, the app repeatedly told me the code was invalid. A quick call to Amazon customer service connected me to a friendly customer service rep named Moe and she cheerfully acknowledged a known issue with the coupon (the app fails to tell the customer that there’s a $50 minimum required to use the coupon) and immediately told me she had applied a $20 credit to my account to compensate.

I placed an order at 5:40 p.m. for delivery on a Sunday evening between 8 p.m. and 10. I immediately received a message from a Prime Now shopper: “I’ve started working on your order. I’l let you know if there are any changes. Thanks!”

This was followed up half an hour later with another message from my shopper advising that my order is ready. “We’ll keep it temperature-controlled until it leaves the store.”

Shortly after 8 p.m., I received another message: “Ian has your Whole Foods Market Order and is out making deliveries.” While it would have been useful to know approximately when Ian would be arriving, the app did keep me informed.

The order arrived at 9:40 p.m., well within the promised window, and was in three supermarket-style brown paper bags. Everything was physically in excellent condition but the sushi seemed warm and the ice cream had already started to melt even though both were in shiny insulated pouches. Another call to Amazon customer service resulted a very prompt refund as well as a sincere apology for this.

Amazon doesn’t allow customers to give cash tips but suggests a $5 tip on the app. The driver was pleasant enough although he seemed confused by his own app and I left the $5 tip on the order (it can be adjusted upward or downward for 24 hours after delivery).


For what effectively is Whole Foods delivery version 1, the system worked quite well. Customer service was spot on, delivery was prompt, and notifications kept me informed.

(Photo: Accura Media Group)

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