ComplaintsforPublix Super Markets Corporate Office
Grocery Store
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Complaint Details
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Initial Complaint
01/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bad experience with this store very few are willing to help, after the negative experience multitudes of time going there to shop for other people, it was the worse, customer service horrible, cashiers and baggers bad, bad and bad not for all but for most, they don't follow instructions, they don't appear happy, most don't speak, managers stand by the door with no concern as to what's wrong or even offer help. Baggers oh my God they mix chemicals with food, batteries with hot items, it doesn't matter if you tell them you shopping for someone else but it matters to me because I too have customers and I know what good customer service is, and I know how to make customers happy. Publix in Hixon and Market street please district manager train the whole staff at both locations.Business response
01/26/2022
Business Response /* (1000, 10, 2022/01/19) */ We have escalated the customer's concerns to the District Manager for this region. The District Manager will be contacting the customer by phone within 24-48 business hours. Consumer Response /* (2000, 12, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a very apologetic called from district manager. I have faith that he is going to make sure things improve. Thank you district manager for your kindness and support.Initial Complaint
12/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
1. Repeated out of stock on advertised items. 2.Quantity limits posted on website but not at point of display 3. Complaint on 12-20-21 to store manager at Longwood Fl/ SR 434 led to no resolution and my inference that his statement " some customers remove the limit signs to make their point" was directed at me personally. Specifically relating to BOGO and policy to not grant rainchecks, it appears on several items that were not in stock, and reappeared immediately after sale ended. On one item, a staff member, when questioned said he knew the item was "in back" but he had been told not to put it out.Business response
01/17/2022
Business Response /* (1000, 7, 2022/01/07) */ On 1/3 this letter was mailed to our customer: Mr. ******, Thank you for the time to let us know about some recent concerns you have had while patronizing our store. I apologize for these experiences, but certainly, I understand the frustration you, and I'm sure many others are experiencing with the inconsistent inventory levels, particularly for items that are advertised. Our store teams work tirelessly to ensure that that all items are available at the right time and in the right amounts for all our customers to purchase. Unfortunately, the pandemic has put extraordinary constraints and roadblocks on all retail stores to maintain the appropriate in-stock condition from week to week and day to day. Unfortunately, we will continue to experience these fluctuations as supply chains will be strained for the foreseeable future. Rest assured that our corporate buying office also works behind the scenes with all suppliers to mitigate and/or eliminate supply shortages. However, this doesn't eliminate all the shortages. These advertised items are planned months in advance by our buying and marketing offices and at times there are unforeseen circumstances that greatly reduce the supply of these items to the stores during the ads. While the corporate decision to temporarily discontinue the rain check policy was put in place, I'm certain we can at the store make every attempt to accommodate you with a similar item at the advertised price of the items that experience unforeseen shortages. You can simply ask for me whenever this occurs and we will work together to find the best solution to meet your needs. Lastly, I will meet with my store team to ensure that we continue to keep what we have on hand, on the shelves for you and the rest of our customers to purchase. If you have any additional concerns or questions, please feel free to contact me at the number provided below or simply ask for me the next time you are in the store. Sincerely, Ryan ***** Store Manager #1428 Consumer Response /* (2000, 10, 2022/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Regional Director phoned. Discussed my concerns. Indicated they would follow up. Importantly they listened and understood my concerns. Hopefully constructive improvement will occurInitial Complaint
12/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Pharm tech argues with me over having filled a prescription incorrectly - basically called me liar. I had to call down there 8 different times this month for them to correct errors made in my mom's prescriptions. This is not a new thing. I have to do this nearly every month, because I grew weary of picking up the medication only for her to tell me it was wrong - again, so I would have to go back down there. This month was no different, except that insubordinate pharm tech kept filling them incorrectly & I had to make more calls than the norm. I've have requested they please note her account on numerous occasions so that we could avoid my having to make all these calls and they wouldn't have to redo their work, but it never has been or they are simply not looking at the account. During one of these conversations, he mentioned one of her prescriptions had been filled for 30 pills - I said no, we need 30 days. He said he would correct that. I got a text saying the prescription was ready, but the cost point was less so I called to see why. He says that one is less this time, it must have come down, so we gave you a break on that this time. I even said - it is usually $18.52 per month, and this month it is $10.72. Turns out instead of filling the prescription for 30 days (60 pills) like they have done for the last how ever many years we have had her medication there, he fills it for 30 pills - Now, I ask you. I'm calling down there and complaining about their filling her prescriptions for 90 days instead of 30 - why would I ask for 30 pills ? So when I call him on it, he calls me a liar and asked if I wanted to transfer. I asked to speak with the pharmacist, and his response was "it's going to be a while" - nice. The interesting thing is that I never have an issue out any other Publix I have shopped in, it is always the one store, and I am not the only person who shares this opinion. It doesn't matter how many complaints that are reported, nothing ever changes.Business response
01/26/2022
Business Response /* (1000, 5, 2021/12/29) */ Pharmacy Supervisor has called and left a voicemail for Ms. **** on 12/29.Initial Complaint
12/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 12th, 2021 I purchased an Amazon Prime Gift Card for $130 for my son's teacher with funds that his 2nd grade class contributed from Publix. Unbeknownst to me it was NOT a general Amazon Gift Card that could be used on any purchase. I asked the Publix associate to please refund the card and I would purchase a general Amazon gift card right then. They explained this was something I would have to speak with Amazon about. I left, went home, called Amazon and spent forever on the phone with them. They explained that Publix is in fact the one that would make this correction since the card was purchased with them. I went back to Publix and explained what Amazon said and that's when a manager finally admitted that THEY had to fill out a form and send in the refund request. The employee made it seem like everything would be refunded, so that's when I put my own money on the line and purchased the correct gift card for $130. I wanted to make sure my son's teacher got the gift card before Christmas. Today is December 16th and Publix just called me and said my refund request has been denied. I have a gift card for $130 I do not want or need and they won't do anything about it. I just want to get my money back. As of right now, I have given Publix $260. I haven't used this Prime gift card, I don't need this gift card, I just want my $130 back. It's unfair that they lied to me first when they said Amazon would fix this and then a second time when they made it seem like it wasn't a big deal and the card would be refunded. The only reason I purchased the 2nd gift card was because they took the time to fill out the proper paperwork and made it seem like it would be fixed. They even took down my bank information for where to send the refund!Business response
01/13/2022
Business Response /* (1000, 5, 2021/12/28) */ I called the customer and left a voicemail asking for a return phone call. I am requesting the store location at which the gift card was purchased so that it can be escalated to the appropriate business area. Consumer Response /* (3000, 8, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Publix corporate office called to inform me that there is nothing they can do. To say I am disappointed is an understatement. I've been a loyal Publix shopper all my life and this was a simple mistake. They absolutely lied and acted like I was going to get my money back. They took down my bank information and made me believe I was going to get a refund. That's the ONLY reason I put an additional $130 of my own money on the line. They have no signage posted about the finality of a gift card purchase. A company with $44 BILLION in revenue every year and they won't make this right. It's shameful. This $130 was funds raised for a local teacher so she could buy supplies for her classroom. Any issues I've ever had, Publix has always made right. I'm not sure what changed but I hope they know I'll be telling everyone in my community about this. Business Response /* (4000, 10, 2022/01/10) */ Our buyer for gift cards opened a case with the vendor for the gift card. The vendor then replied and stated the gift card could not be devalued, therefore they will not be reimbursing Publix. The store manager called the customer to inform that they would not be able to refund the customer for the gift card. We are now closing our internal case.Initial Complaint
12/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I requested a refill of my necessary psychiatric medication on Saturday 12/4/21. It is now 12/8/21 and they still not only have not filled the medication but they also will not answer the pharmacy phone and there is no option for a non-prescriber to leave a voicemail. I find this to be medically negligent - it is absolutely inappropriate for a medication refill to still be pending after 4 days and there is no way to contact the pharmacy without physically showing up in a pandemic.Business response
01/17/2022
Business Response /* (1000, 5, 2021/12/22) */ The pharmacy supervisor, George ****** called the patient and left a voicemail on 12/20/2021.Initial Complaint
11/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a six pack of cup cakes at Publix. I bit into the icing of one of the cup cakes and bit into a plastic toy that was imbedded in the icing. I chipped some porcelain on a tooth, but went to a dentist to make sure I didn't do any more damage. Cost of dentist visit was $275. This plastic toy looked like a piece of hard sugar candy. I broke and swallowed a piece of the plastic. This is very dangerous, a child could easily swallowed this toy and get stuck in their throat.Business response
01/04/2022
Business Response /* (1000, 5, 2021/12/10) */ Publix Super Markets, Inc. has responded to Mr. *********Initial Complaint
11/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Today 11/20.2021 i purchased 4 50$ amazon gift cards in cash. this transaction in not disputed, as the store management will acknowledge. The dispute is that those gift cards were misplaced, by either the girl bagging groceries(which i doubt was what happened) or they were lost when going to my vehicle. when i arrived home, i noticed the cards were missing. I immediately went back to publix, and requested those 4 gift cards to be cancelled, and just give me 4 new gift cards, with 4 new gift card numbers , and all would be ok. they did not immediately do what i requested, but rather went through the video feed to see what happened. This timely step allowed whoever stole those gift cards plenty of time to add those funds to their account, instead of cancelling a transaction that had happened less then 20 minutes earlier. They have denied my reimbursement as a result. i will NOT shop at publix unless this case is resolved with 4 amazon gift cards worth 50$ a piece,Business response
12/08/2021
Business Response /* (1000, 5, 2021/11/30) */ The customer did not provide a store location in their complaint. We have reached out to the customer via email to retrieve the store location that the purchase was made at. We will update when we receive a response from the customer. Consumer Response /* (2000, 7, 2021/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) when publix(remi) contacted, me , i had already assured him, i was going to withdraw this complaint, b/c its was my fault. i received a call today from paul r***, who manages the publix i complained against,and he said he was going to refund the cards. This was such a pleasant surprise considering i was dropping this complaint anyways.i cannot stress how wonderful publix has been through this ordeal. i will be sure to praise them publicly or however else i can help their brand . publix without a doubt top 5 favorite companies, and that says alot, cuz sony(***********) is on that 5 listInitial Complaint
11/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello there. This is about taxation on an item that is not taxable under Section 5051 I.R.C. The item in question is the non alcoholic beer from different brands names. Publix is charging taxes on this item. I spoke to a store manager and could not get an answer. I would appreciate any information on this matter. Thanks. Juan Arturo ******* Please feel free to contact me at: **********@comcast.netBusiness response
12/07/2021
Business Response /* (1000, 5, 2021/11/30) */ Emailed Mr. *******: Dear Mr. *******, Thank you for taking the time to contact us and allowing us the opportunity to serve you. We always enjoy hearing from our customers, and we appreciate the trust you have placed in us as your grocer of choice. We reviewed the information you submitted through the BBB and are escalating your inquiry to the next level of support; they will assist with your concern and provide a answer. Please be aware that you may receive multiple responses. We are currently receiving a high volume of customer contacts. While we will make every effort to respond to you within 24 to 48 business hours, please be aware that you may experience a delay. If you do not hear back from us in a timely manner, please contact a Customer Care representative at 1-800-242-1227. Consumer Response /* (2000, 7, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The merchant's explanation about the taxation satisfied my question.Initial Complaint
11/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I did not have a survey at the bottom of my receipt, so I am creating a BBB compliant. I have been shopping at Publix in Orlando my entire life. Not just since this specific Publix was built, but WAY back when it was located in the same plaza where Ross is now (since the 1980s). The Publix slogan used to be "where shopping is a pleasure." I shop at many different Publix locations in Orlando & recently (past 3 mths or so) have had an issue at every store. I would encourage you to put surveys at the bottom of your receipts, b/c I think you should know about issues that are really pulling down the quality of the Publix name. For this particular store, today was the 3rd time in 2 mths where I got to a register & items didn't ring the price on the tag. A couple mths ago, it was Pepperidge Farm cookies & they adjusted the price. The next time it was Healthy Choice meals. The exact meals were on sale one wk & the next wk the tag was still there (but expired). They gave me a hard time at the register but adjusted the price. Today it was Lean Cuisine gluten free pitas. They wouldn't do a price check b/c the guy couldn't leave the registers. I have an even bigger issue that needs your attention. I moved my prescriptions from ****** to this location because your pharmacy staff were wonderful. That was a few years ago. Recently I needed to call several times about a few issues. Each time I have called someone answers, tells me to hold, or, as in last week, I hear them pick up and put me on hold. For many of these times, I was on hold for nearly 30 minutes. Finally, I called from a different number not associated w/my name, and was on hold half the time. When your staff do answer calls, they are very short with me. The last call, the associate couldn't speak much english. I had to repeat and spell my name and DOB 4 times. I ordered scripts to p/u today & 3 of the 5 were already put back....running out of room...will try to add more commentsBusiness response
01/03/2022
Business Response /* (1000, 11, 2021/12/08) */ From Address: Bill G******Initial Complaint
11/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Pumpkins heirloom or not are edible produce and should be an EBT eligible item. Publix is not adhering to that charging cash for edible produce. Even if it has a team logo on it it is still edible item even if it's a fancy color it is still in edible item. So, WHY don't any of these ring up as produce and require cash / e b t ? I've spoken to several managers and they said that's just the way it is.Business response
12/22/2021
Consumer Response /* (2000, 14, 2021/12/15) */ From: Erica ****** <[email protected]> Date: Wed, Dec 15, 2021 at 10:33 AM Subject: Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXX-XXXXXXXX-XX-XXX) To: Better Business Bureau
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Customer Complaints Summary
160 total complaints in the last 3 years.
69 complaints closed in the last 12 months.