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            ComplaintsforPublix Super Markets Corporate Office

            Grocery Store
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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              For about two year, the ice/drink machine at the store at ***************** has seldom worked. Occasionally, I have spoken to a manger who has advised some convoluted excise for a part that is pending. The story has gotten old. More recently; I have been visiting the store on Q7th and ******************. Here too the ice machine is not working. When placing an order for a sub, one seeks the value-driven proposal of a combo. This is lost when the drinks are not available. So at the ************* location, the associate was so kind as to direct me to the seafood department. There, another lady was kind enough to provide the ice - she had this amazing friendly atrofie, welcoming the opportunity to assist. So I came back the next day and again she helped. On the third day I speak with a different lady and she advised that due to cross contamination they were not supposed to do it. She did provide the ice. When I attempted to explain that I had been informed of this at the Deli, she advised that the lady at the Deli did not work in her department. At the deli counter the young lady advised that the discount still applied. It turns out that coke is not included and yet another associate - an attentive manager - went above and beyond to apply the discount, despite my insistence that she not. She even walked with me to show me the Publix lemonades included in the promotion. At the end of the day, your entire staff is in one manner or another there to assist and they have done so. It is more a matter of Publix being a support system to bring forth the best qualities in the associates and deliver a great experience. Realize that there IS an area to eat at this location. How much more is it expected that everything works properly? Another matter is that I would, from time to time, receive promotional offerings, with $5 coupons, as I nearly always use my phone number at checkout. This hasnt happened in some time. Your associates are not to be reprimanded. It supported.

              Business response

              03/06/2024

              Re: BBB Case # ********: *************************. We received the above BBB case on 3/3/2024. We apologize for any inconvenience ******************** experienced in our stores. We appreciate ******************** taking the time to share his comments with the BBB, and we appreciate the trust you have placed in us to address his concerns. We forwarded his concerns to the Store Managers who replied on 3/5/2024 with the following:
               
              I was able to speak with ************************* regarding his concerns. He fully understands that we have been working to rectify this issue and replace our soda machine. He thanked me for my attentiveness as I encouraged him to meet with me on his following visit and stated he enjoys coming to shop at our location. 

              *******************
              Assistant Store Manager
              Store 1397
              ________________________

              ******************** returned the phone call to the store and I addressed his concerns. I apologized to him for the soda machine not working. I advised him that the machine is currently working and apologized for the inconvenience. I assured him that our intention is to have all the services and amenities that Publix offers available to him. He expressed that other stores have the ice machine and it works. I agreed with him and explained that our machine is extensively used and unfortunately, when the machine is broken, the parts are ordered but they are not readily available. We talked for a few minutes and he thanked me for addressing his concerns and for making sure that the ice machine was repaired.

              I encouraged him to introduce himself to Assistant Store Manager ****** and myself the next time he is in our store. I also assured him that in the event the machine breaks down again, we will open a bag of Reddy Ice and provide it to him. He was happy with this arrangement.

              Thank you,
              *************************
              Store Manager Store 1614
              _____________________________

              Regarding the concerns ******************** has about the lack of rewards and promotional offerings, we would like to apologize for his disappointment. Customers' offers are tailored to their unique needs and shopping habits. While we cannot guarantee that ******************** will receive the same offers on a consistent basis, we still encourage him to enter his phone number at each transaction so we know better how to serve him. After further research, we found that his account is set up correctly. We would advise ******************** to please watch his email for more savings to come.
               
              If ******************** has any further concerns, questions, or other feedback, we hope he will reach out to his Store Management directly to allow them the opportunity to resolve the issues quickly. We also hope that ******************** will continue to allow Publix to serve his grocery needs.

              Customer response

              03/13/2024

               
              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please note that cups are generally in limited supply, if not completely depleted, at the **************** location. Furthermore, I was advised that my request for technical support, for the issues related to not getting the coupons, would be escalated and I have not received any response. The staff were, overall,  as attentive as possible. Publix could provide better customer service by supplying email addresses. The interactive voice response (IVR) system for the stores also suggests that extensions are available and these are not provided to customers. Having to wait, while a manager is paged, has been a time-tested recipe for extended hold ties. While this time, my call was promptly answered, it could have easily gone the other way. A better commitment to services, by small adjustments, would go a very long way. Independent of the aforementioned, my highest of gratitude is extended to the staff. 

              Sincerely,

              *************************
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              DO NOT WANT TO REVEAL NAME ** FAMILY WORKS FOR PUBLIX AND MAY LOOSE JOB BC OF RACISM. Accused of stealing while being uniformed and personal shopping for clients while at the self checkout. By a store clerk. *****. I stood up to myself. And used my freedom of speech to say heres the receipt and im not stealing. Then i was ganged up by ****************** store publix managers and continued to be accused of stealing and then . My purchased receipt was threatned from me and my purxhased items aswell for agressive being taken from my person. I am a disabled military do not handle threats and stressors well. I stand up and speak up. I had to shop for two clients each spending more and 200 but was unable to finish check out because of a the racism. And accusation. I am in that publix seven days a week spending more than ***** in grocery sales. For publix employees salaries. To be accused of stealing during checkout while in personal shopping uniform then ganged up . IS NOT THE PUBLIX GAURANTEE AND SOCIAL KINDNESS. Check the cameras april 1 between 4pm and 6pm at self checkout hollywood mall. ************************* problably in cahoots with ***** and *** and there will not be any justice or peace or punishment for the mistreatment. Corporate compaint #*******

              Business response

              03/05/2024

              BBB Case #********: **** ****. We received the above BBB case on 3/2/2024. We apologize for any inconvenience ************ experienced in our H3138373132303836**35H. We appreciate that he took the time to share his comments with the BBB, and we appreciate the trust you have placed in us to address his concerns. ************ previously contacted us on 3/1/2024 regarding his concerns and we forwarded those concerns to the District Manager who replied with the following on 3/5/2024:

              "Our Customer, ************, has been contacted in order to apologize and resolve his concerns amicably. I assured him that I would look into this matter and address all of his concerns.

              Thank you, 
              *************************
              District Manager
              ***** District #**
              H**363731393930373836H." 

              If ************ has any further concerns, questions, or other feedback, we hope he will reach out to his Store Management directly to allow them the opportunity to resolve the issues quickly. We also hope that ************ will continue to allow H323436373439343231**H to serve his grocery needs.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              ******** Publix. 2/26/2024 Time 12:15-12:45 pm It is currently lunch rush. And there is a line in deli with 7 ppl including myself. You have 1 worker with her back turned doing other tasks instead of taking orders. One worker appears to be doing online orders and has disregarded the line. This is ridiculous and unacceptable. On top of that they both have attitudes.

              Business response

              02/28/2024

              BBB Case #********: *****************************. We received the BBB case above from ************** on 2/26/2024. We apologize for any inconvenience ************** experienced in our store. We appreciate ************** taking the time to share her comments with the BBB, and we appreciate the trust you have placed in us to address her concerns. We forwarded her concerns to Store Management who replied on 2/28/2024 with the following:

              "I called and talked to **************. I apologized to her for the wait time she experienced and the service that she was provided when she received her sub. I asked her in the future to please find me if she has any other issues at our Publix. She made no special requests during the call and at the end she thanked me and told me to have a good day.

              Thank you,
              *****************
              Assistant Store Manager #****"

              If ************** has any further concerns, questions, or other feedback, we hope she will reach out to her Store Management directly to allow them the opportunity to resolve the issues quickly. We also hope that ************** will continue to allow Publix to serve her grocery needs.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I found a small metal piece inside the ice cream and I took photos of it I emailed and tried to call to no avail, they need to stop or check that batch. My concern is for the consumer.

              Business response

              02/29/2024

              BBB Case #********; *********************. We received the above BBB case on 2/21/2024. We apologize for any inconvenience **************** experienced in our store. We appreciate **************** taking the time to share her comments with the BBB, and we appreciate the trust you have placed in us to address her concerns. 

              We forwarded her concerns to our Corporate ***************** (CQA) department.  They informed us that they have notified the manufacturing facility of ******************** concern. They forwarded the photos to the manufacturing facility. They have also requested that **************** provide the foreign material to them so it can be forwarded to the manufacturing facility for an investigation. CQA will continue to work with **************** and the manufacturing facility to resolve this concern. We appreciate **************** bringing this to our attention and hope she will continue to work with CQA for resolution.
               
              If **************** has any further concerns, questions, or other feedback, we hope she will reach out to Publix directly to allow us the opportunity to resolve the issues quickly. We also hope that **************** will continue to allow Publix to serve her grocery needs.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              On 2/17/2024 I went into the store 45min - 1 hour of the store opening. I needed to get some balloons filled with helium. A service advertised as available in both the website and the app. I was told by the produce department that I would have to wait because they were unloading the truck. Not only was this unprofessional to express to the customer, it was dismissive, rude and unfair to me as there was no sign or communication indicating that on a Saturday, their advertised service is unavailable until the produce truck is unloaded. Or only available during a time in which the produce truck is not being unloaded. I went to customer service. The customer service rep was unhelpful. Refused to help me because she didnt know how to do it and didnt make ANY effort in finding me someone who could. So not only did I have to walk to the completely different opposite side of the store, to then be walked BACK to the opposite end, only for both the customer service representative, and the same unhelpful produce worker to continue to deny me service. The produce worker told me verbatim that they didnt have time to do this negate they had other things to do. The customer service representative said NOTHING to the produce employee or me to offer an alternative. I decided after a minute of silence and disbelief to take my business elsewhere since I was blatantly denied service. The produce employee ******* stated have a good day as I walked away, upset and frustrated with the lack of help and discrimination. I paid for my other items and left in tears.

              Business response

              02/20/2024

              BBB Case #********; ***************************.  We received the above BBB case on 2/19/2024. ****************** had not contacted Publix Corporate Offices for resolution prior to contacting the BBB. We apologize for the issues ****************** experienced in the store and we take these concerns seriously. 
               
              In order to assist her, on 2/19/2024 we sent her an email to request the store location and additional information. To date, she has not responded to us to provide the requested information. We look forward to addressing her concerns should she decide to contact **. 
               
              If ****************** has any further concerns, questions, or other feedback, we hope she will reach out to us directly to allow us the opportunity to resolve the issues quickly. We also hope that ****************** will continue to allow Publix to serve her grocery needs.

              Customer response

              02/22/2024

               
              Complaint: 21309854

              I am rejecting this response because: I have responded to the email sent to me from Publix Corporate with the store location and the name of the Produce Clerk that was given to me as requested.

              Sincerely,

              ***************************

              Business response

              02/26/2024

              BBB Case# ********; ***************************. We received the BBB case above from ****************** on 2/19/2024. We apologize for any inconvenience ****************** experienced in our store. We appreciate ****************** taking the time to share her comments with the BBB, and we appreciate the trust you have placed in us to address her concerns. We forwarded her concerns to Store Management who replied on 2/24/2024 with the following:

              "I have attempted to get in contact with ****************** on two separate occasions and left voicemails with each call, but I have not heard back from her. Can you please forward the below response to ******************************************************,

              I was made aware of your most recent shopping experience at our Oak Hill ******* store and wanted to reach out to you to offer my apology for the inferior service you received. I regret to hear that we have disappointed you and failed to meet your service expectations. We would never knowingly disappoint our customers and I appreciate the trust you have placed in ** to address your concerns.

              ****************** our goal is to provide our customers with Best-**************** each time they shop with us. I want to assure you that I will be addressing your concerns about our rude associate in produce and the lack of service you received from her with our store team so that we can provide you with the level of service that you have come to expect from Publix.

              Thank you for bringing this matter to my attention, and for allowing us to address your concerns. We value your business and we will continue to work hard at improving the level of service that you receive with the hope that we can continue serving you in the future. At your convenience I would like to offer you $50 for the inconvenience of having to go elsewhere to have your balloons blown up and the unacceptable service you received at our location. If you have any further questions or concerns, please don't hesitate to reach out to me or the store manager, *************************** and we will be happy to assist you any way possible.

              Thank you,
              ************************************
              Assistant Store Manager Publix #***
              **************"

              We hope ****************** will call the store or ask for Store Manager *************************** or Assistant Store Manager ************************************ when shopping in order to receive the offer the store made to her. If ****************** has any future concerns, questions, or other feedback, we hope she will reach out to her Store Management directly to allow them the opportunity to resolve the issues quickly. We also hope that ****************** will continue to allow Publix to serve her grocery needs.

              Customer response

              02/27/2024

               
              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

              Sincerely,

              ***************************
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I have heard stories about this one assistant manager at Publix in *********** she has been very very rude to her employees this assistant manager yell at her employees if they do something wrong I have seen it before when I go shopping there and its not a pretty site to see when this assistant manager yells at her employees this assistant manager isnt the nicest person I have seen there at Publix she is also very rude if someone is sick I have heard so many stories about her I think she needs to be fired right away because she is the most rudest person at this Publix in *********** ******* she doesnt know how to be nice to her employees there at all so I highly recommend you guys FIRE HER NOW

              Business response

              02/16/2024

              BBB Case #********: *******************.  We received the above BBB case on 2/10/2024. ************ had not contacted Publix Corporate Offices for resolution prior to contacting the BBB. We apologize for the issues ************ experienced in the store and we take these concerns seriously. 
               
              In order to assist him, on 2/12/2024 we sent him an email to request the store location and additional information. We also called him on two separate occasions at the number he provided but we were not able to reach him. To date, he has not responded to us to provide the requested information. We look forward to addressing his concerns should he decide to contact us. 
               
              If ************ has any further concerns, questions, or other feedback, we hope he will reach out to us directly to allow us the opportunity to resolve the issues quickly. We also hope that ************ will continue to allow Publix to serve his grocery needs.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I shop at the ****************** every week and am tired of them not having the vanilla Okios 4 pack yogurt in the dairy case. I have been to the store 3 times this week and there is no vanilla Okios. It is a Bogo this week but this is also happening when it is not a bogo and much too frequently. All the other flavors will be there but no vanilla. Also there are times when it is in the back and not in the dairy case and you have to ask for it. Other stores do not seem to have this issue.Second complaint is this store has not carried Goya lentils for over a year. I found out recently that the ********** store does have them so why does this store not have them. I bought the Goya lentils there for over 10 years and all of a sudden they stopped carrying them.

              Business response

              02/08/2024

              BBB Case #********: ***********************. We received the BBB case above from ************** on 2/7/2024. We apologize for any inconvenience ************** experienced in our store. We appreciate ************** taking the time to share her comments with the BBB, and we appreciate the trust you have placed in us to address her concerns. We forwarded her concerns to Store Management who replied on 2/8/2024 with the following:

              "I spoke with customer ************** this morning and communicated to her that the Oikos Vanilla 4pk yogurt has been cut from the dairy order but we are scheduled to receive two cases tomorrow. I also informed her that the Goya Lentils were received today at our location and have been worked to the shelf for her to purchase. ************** stated she will call the store tomorrow to see if the ************* has arrived at our location. I asked her if there was anything else I could help her with and she replied "no".

              Thank you,
              **********************************
              Assistant Store Manager
              Store 95"

              If ************** has any further concerns, questions, or other feedback, we hope she will reach out to her Store Management directly to allow them the opportunity to resolve the issues quickly. We also hope that ************** will continue to allow Publix to serve her grocery needs.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              A couple weeks ago, I bought about 6 cans of baby formula (Enfamil Gentlease) using the *** benefits. Recently, I have run into issues getting my 2-week old son to assimilate the formula. He spits it out pretty often and gets major stomach aches which cause him quite a bit of pain. Obviously, this is distressing for my son and the rest of the family who are very concerned. So I decided to get an even exchange for the unopened cans (about 5 of them) in order to help him feel better. The new formula (** Formula) is also a *** product. However, when visiting store 452 at ******************** Centre, one of the supervisors/managers on duty at the customer service desk told us we could not get an even exchange for the ** formula. This was after the customer service associate had already inspected the returned formula and given me the green light to exchange it for the **. The supervisor/manager was extremely vague and unclear when explaining why we could not exchange an unused/unopened *** formula for a different *** formula at the same price/quantity. He proceeded to tell me to go to the *** office and tell them the formula I have been getting does not work and that we need a different formula. This happened around 9:10 AM on 2/6/2024. This is also pretty ignorant since the *** doesn't necessarily assign a formula benefit based on a specific brand/formula. They simply allocate a quantity of ***-qualifying formula for people to buy. In my case, I have an allocation of 9 cans of ANY ***-qualifying formula. Meaning my *** receipt does not specify I have to go with Gentlease or ** which also means I should be able to exchange them back and forth. That is why Publix and other places have different *** qualifying formula products. So customers have a choice. This was extremely unprofessional and clearly out of place. Especially since the associate had already rang out the new formulas and was ready to process the transaction.

              Business response

              02/07/2024

              Re: BBB Case ID # ********: ************************************. We received the above BBB Review on 2/6/2024. We apologize for any inconvenience ******************************* experienced in our store. ******************************* previously contacted us regarding his concerns. We forwarded the concerns to the Store Manager who replied with the following on 2/6/2024: 

              "I spoke to our customer, *******************************, in order to resolve his concerns. He was understanding during our phone call and was satisfied at the end of our call. 

              Thank you,
              *************************
              Assistant Store Manager | Store #****
              ******************** Centre | ************"

              If ******************************* has any further concerns, questions, or other feedback, we hope he will reach out to his Store Management directly to allow them the opportunity to resolve the issues quickly. We also hope that ******************************* will accept this resolution and continue to allow Publix to serve his family's grocery needs.

              Customer response

              02/07/2024

               
              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

              Sincerely,

              ***************************
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I am writing to express my disappointment and frustration with the service I recently received at your pharmacy.On February 5, ****, at 12:36 pm, I attempted to call in to refill my prescription. To my dismay, I was informed that it would take 24 hours to process due to the prescription being a controlled substance. Additionally, I was informed that the delay was partly because I hadn't picked up a previous prescription in December.Had the prescription been filled on the same day, as I requested, I would have promptly picked it up. Unfortunately, due to this delay, I had to seek an alternative pharmacy, where I found the generic version at a more affordable price.This experience has left me questioning the convenience of having prescriptions at your location if same-day refills are not possible. I believe in providing feedback to help improve services, and I hope this matter can be addressed promptly.

              Business response

              02/12/2024

              BBB Case # ******** ***********************. We received the above BBB case on 2/06/2024. We apologize for any inconvenience ************ experienced in our pharmacy. We appreciate ************ taking the time to share her comments with the BBB, and we appreciate the trust you have placed in us to address her concerns. We forwarded her concerns to the Pharmacy Supervisor who replied on 2/09/2024 with the following: 

              I sent an email to our customer, ***************************, stating that I would be promptly addressing her concerns. I offered my direct office phone number if any additional details needed to be shared with me from the customers perspective. I have spoken to the pharmacy team and asked them to be aware of differences in acute and maintenance medications whenever possible, and the impact we have on customers when communicating our good intent.

              Thank you,
              *****************************, PharmD.
              Pharmacy Supervisor | ********* Division
              Office: **************************
               
              If ************ has any further concerns, questions, or other feedback, we hope she will reach out to her Pharmacy Management directly to allow them the opportunity to resolve the issues quickly. We also hope that ************ will continue to allow Publix to serve her pharmacy needs.

              Customer response

              02/12/2024

              I did reach out to the pharmacy manager before I filled the complaint. I also emailed Publix back asking if the issue would be resolved going forward. I have not heard back.

              Customer response

              02/12/2024

              I did reach out to the pharmacy manager before I filled the complaint. I also emailed Publix back asking if the issue would be resolved going forward. I have not heard back.

              Customer response

              02/13/2024

               
              Complaint: 21248320

              I am rejecting this response because:


              I did reach out to the pharmacy manager before I filled the complaint. I also emailed Publix back asking if the issue would be resolved going forward. I have not heard back.

              Sincerely,

              ***********************

              Business response

              02/14/2024

              BBB Case # ******** ***********************. We received the above BBB Reply on 2/13/2024. We apologize for any inconvenience ************ experienced in our pharmacy and that she is rejecting the Pharmacy Supervisor's reply and resolution. We appreciate ************ taking the time to share her comments with the BBB, and we appreciate the trust you have placed in us to address her concerns.

              ************ stated in her rejection (see below) that she contacted Publix prior to contacting the BBB which means she contacted the Pharmacy prior to 2/6/2024. She has not spoken with the pharmacy or called the pharmacy supervisor as they requested about this since the pharmacy supervisor replied on 2/9/24 (posted to the BBB site on 2/12/2024).

              "I am rejecting this response because:
              I did reach out to the pharmacy manager before I filled the complaint. I also emailed Publix back asking if the issue would be resolved going forward. I have not heard back.
              Sincerely,
              ***********************"

              The Pharmacy Supervisor clearly stated they were addressing her concern. They also offered their direct office number if ************ had any further concerns. To date, 2/14/24, ************ has not stated she attempted to speak with the pharmacy supervisor to address any other questions or concerns she may have. Since the pharmacy supervisor replied after ************ attempted originally to speak with the pharmacy and the pharmacy supervisor stated they were addressing the issues, we consider this case closed and hope that ************ will follow the appropriate steps to speak with the pharmacy supervisor should she have any additional issues or questions about this so they can address them for her quickly.

              We are including the pharmacy supervisor's response again showing the timeline of responding and what was provided to ************.

              The Pharmacy Supervisor replied on 2/09/2024 with the following: 

              I sent an email to our customer, ***************************, stating that I would be promptly addressing her concerns. I offered my direct office phone number if any additional details needed to be shared with me from the customers perspective. I have spoken to the pharmacy team and asked them to be aware of differences in acute and maintenance medications whenever possible, and the impact we have on customers when communicating our good intent.

              Thank you,
              *****************************, PharmD.
              Pharmacy Supervisor | ********* Division
              Office: **************************

              Again, if ************ has any further concerns, questions, or other feedback, we hope she will call her Pharmacy Management directly to allow them the opportunity to resolve the issues quickly. We also hope that ************ will continue to allow Publix to serve her pharmacy needs.

            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              Hello I wrote 3 different checks to Publix grocery stores in December. There was a problem with something that occurred on my credit union account. So on the 2nd attempt all three checks presented were paid. Several weeks later, Publix and their checking service came back and charged me 3 nsf fees after they were paid which is a total of $90.00 They have no signs at their registers to state that they charge this fee after they're paid. This is a violation of The Fair Business Practices Act of not fully disclosing this type of information to consumers. I want a refund.

              Business response

              02/13/2024

              Please attached for our response and pictures.

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