ComplaintsforPublix Super Markets Corporate Office

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Double charging I have a ************ pay dis**unt card on file to pay $50 for my medicine and the pharmacist was charging me $35-$50 **pays and also using my dis**unt card. I should have not had any out of pocket ** pays. My insurance ** pay is$50 which the Pralulent dis**unt card would have **vered my expenses. I call Pralulent at to **nfirm my balance. I have an allowance of $3500 . I have paid $550 out of pocket

  Business response

  04/19/2024

  BBB Case #********: *****************************. We received the BBB case above from ****************** on 4/12/2024. We apologize for any inconvenience ****************** experienced with 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 pharmacy management who replied on 4/19/2024 with the following:
  
  "We placed a call to ********************** insurance benefits team on her behalf and then we clarified the information with her. She now understands that there was no refund required. She was satisfied with the resolution. 
  
  Thank you,
  ***************, PharmD
  Publix Super Markets, Inc.
  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 allow Publix to continue to serve her pharmacy needs.

  Customer response

  04/19/2024

   
  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,
  
  *****************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently, I bought a small bottle of Publix brand honey but it turned out to be 2/3 sugar and 1/3 honey. I asked for the manager at my local Publix on *************. and showed him the crystalized sugar telling him that either Publix or its supplier was selling the public sugar for the price of honey. He responded that everybody does it to what I said that doesnt make it right and is still fraud. He exchange my bottle of honey and dismiss me as a nuisance. I think somebody needs to pay attention to what is going on at either Publix or one of its supplier and management needs better training.

  Business response

  04/03/2024

  Contact has been made with claimant and resolved amicably.

  Customer response

  04/03/2024

   
  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,
  
  ***************************

• Initial Complaint

  03/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Nine days ago, I attempted to purchase $40 worth of groceries at Publix's ****** - Crossing location at the intersection of Highway 138, and 212 in *******, **; the ten pouches of StarKist Chunk - Light Tuna in Water did not ring up for the advertised ten pouches for ten dollars, so I informed the cashier who had the bagger check the tag on the shelf. They agreed that the price was incorrect, so they offered one pouch for free; however, this doesn't reduce the price to ten for ten. I asked for the MID, and ********************* arrived; she said she could only offer one pouch for free, so I complained to Publix's HQ. They assigned me a reference #*******, but never bothered to contact me, so now I'm contacting you as I said I would if they did not respond to me.

  Business response

  04/01/2024

  BBB Case #********: ***********************. We received the BBB case above from ****************** on 3/24/2024. We apologize for any inconvenience ****************** experienced. 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 store management who replied on 3/28/2024 with the following:
  
  "******************,
  
  Please accept my sincerest apologies for the issues you experienced at our location recently. It is never our intent to disappoint our valued customers, and I can assure you that if you should have any questions or issues in the future, we will make every attempt to ensure that you leave feeling satisfied that your concerns were addressed properly. I am happy to offer you a $20 gift card. Please either come to the store in person or call me at the store and provide your mailing address so I can mail it to you. If I can help with anything further, please reach out to me at the number below or ask for me when you are in the store. I would be happy to assist you. Again, my apologies for your inconvenience and I look forward to seeing you soon.
  
  Thank you,
  ***************************
  Assistant Store Manager Store 1071
  **************"
  
  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.

  Customer response

  04/01/2024

   
  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,
  
  ***********************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, 2 times in a row I ordered the same order. 5 wings and mashed potatoes. The first time I went and picked up my order it wasnt done. It was 3:35 which is lunch time and I understand it may be busy but I got there at 3:45 and it wasnt even started. The second time which is tonight, I set the order for 8:15 and got there at 825(which gave them time)the young man who works behind the food stated that oh just because the system shows we got it dont mean we got it. As I stated before I dont want a refund or even compensation just please talk to the workers thats all. My orders are not been accounted for even when ***** minutes have passed by. Also you can check the cameras to see if everything I am saying is factual. The second time was completely unacceptable because I ordered 1 hour in advance and no customers were in line. My orders arent catering orders just simple meals.

  Business response

  04/05/2024

  BBB Case #********: *****************************. We received the BBB case above from ******************** on 3/13/2024. We apologize for any inconvenience ******************** experienced. 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 store management who replied on 3/29/2024 with the following:
  
  "I spoke to ******************** regarding his concerns when ordering from ******** department. I apologized for his experiences and assured him that we have met with ******** Managers and they are providing coaching to ******** associates to ensure this does not occur again. He was happy with our solution and we resolved it to his satisfaction. 
  
  Thank you,
  *************************
  Assistant Store Manager Store 1541"
  
  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.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gave me a soggy sub

  Business response

  03/25/2024

  BBB Case #********; *******************************.  We received the above BBB case on 3/9/2024. ****************** 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 3/13/2024 we sent ****************** an email to request additional details of his concerns that were not included in his original message. 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 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.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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,
  
  *************************

  Customer response

  03/28/2024

  The ice machine at the ***************** location is once again malfunctioning. Would you be so kind as to ask the store manager to reach me? The best time to do so is after 3:00 PM or via email. Thank you

  Customer response

  03/29/2024

  The ice machine at the ***************** location is once again malfunctioning. Would you be so kind as to ask the store manager to reach me? The best time to do so is after 3:00 PM or via email. Thank you

  
  

  Business response

  04/03/2024

  Re: BBB Case # ********: *************************. We received the original BBB case on 3/3/2024 with a follow up email on 3/29/24. We apologize again 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 appropriate areas who replied to ******************** on 4/3/2024 with the following:
  
  Dear ********************,
  
  Thank you for taking the time to capture and share your recent experience with the ice machine at our Publix location at ****************** Our sincere apologies for this inconvenience, again. It is never our intent to knowingly disappoint our customers. I have been in contact with our district manager, *****************, regarding your concern. ***** has confirmed that the ice machine was operable as of Monday this week.
  
  Additionally, ***** has discussed your subsequent concern with his team. He has stressed the importance of urgency in reacting quickly when issues do occur to ensure we meet our customers expectations. They will continue to monitor this fountain machine to help ensure it remains operable. If you experience any issues while shopping with us at store #**** in the future, please do not hesitate to notify our store manager ************************* or Assistant Store Manager *********************. If at any time any issues are experienced with this fountain machine, they would be happy to take care of you by providing a cup of ice and 16 oz soda of your choice.
  
  Again, we apologize for this continued issue. We are always striving to meet our customers expectations and we appreciate the opportunity to serve you every time you shop with us.
  
  Sincerely,
  
  ***************************
  Director ************* and Social Media
  **********************.
  
  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. Our store management does not have direct access to receive or send external email. If ******************** will either call the store or speak with the store management while he is in shopping, it will help to avoid delays in resolution for him.

  We also hope that ******************** will continue to allow Publix to serve his grocery needs.

  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** 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.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩