ComplaintsforPublix Super Markets Corporate Office

Grocery Store

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Initial Complaint
02/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.
Initial Complaint
02/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.
Initial Complaint
02/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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,

***************************
Initial Complaint
02/05/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.
Initial Complaint
02/05/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.
Initial Complaint
02/01/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My name is ******************************* I did an ATM machine in which was in the for of a transfer and went to customer service regarding my transaction and received no plausible excuse as to where my money is I've experienced several problems with this store in the past throwing Away my valuables on purpose the have pending charges for crimes against a disabled person being myself and are trying to force their way out of prison I swear under oath
Business response
02/12/2024
BBB Case #********: *******************************. We received the above BBB case on 2/1/2024. ******************** 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 2/1/2024 we sent him an email to request the store location and additional information. To date, he has not reached out to us to provide it. We look forward to addressing his concerns should he decide to respond to our request. 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.
Initial Complaint
01/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The Publix at ****************************** continues to have a abysmal customer service, they don't pay attention when you ask them they don't want to cut the meat then they don't want to work they work very slow they don't hire enough people the cookies are incredibly hard this is brought up multiple times and you don't have that amazing ********* chicken anymore please immediately correct these issues it's always happening and always excuses and never fixing it I love the quality of food but I hate the quality of service at this location
Business response
01/18/2024
BBB Case #********: *******************************. We received the above BBB case on 1/15/2024. We apologize for any inconvenience ******************** experienced in our store. 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 Manager who replied on 1/17/2024 with the following:

I was able to reach *********************************** to discuss the issues he experienced at our location. His major concern was the variety of hot foods being offered and wanted to request a healthier selection of baked items in the hot case. I explained to him we have a planogram to follow daily as this is controlled by Corporate so customers can shop at any Publix and find the same selections and variety of food. He also brought up the Bakery cookies being too hard and I let him know that we will be sure our Bakery associates are following the proper process to avoid this from occurring again. I provided ******************** with the store phone number and let him know that he can contact me or Assistant Store Manager ****************************** directly and we will personally take care of him. He thanked me for the call and took the information we provided to contact us directly for future issues.

Thank you,
*****************************
Store Manager @ Store # ****
************

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
01/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Was charged twice for an item that was buy one get one free at the location on ********** in ******** *******. Went through the Publix website and submitted a complaint on December 30. Received a response on January 2nd saying that I would get yet another response within 48 hours. That response never came. I was overcharged and ignored and not responded to properly by the company. The customer service for ********************** is flawed and severely lacking. Meanwhile I still am owed $3.19 for the item I was overcharged for. I also called to ask for the manager, ****, at the location two days in a row and he was not available. When does he actually work???
Business response
01/15/2024
Re: BBB Case #******** ***********************. We received the above BBB case on 1/11/2024. We apologize for any inconvenience ****************** experienced in our store. 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 and the Assistant Store Manager replied with the following on 1/12/2024:

I reached out to this customer, ***********************, at the phone number he provided but did not reach him. I left a voicemail message inviting him to call me back at his convenience to resolve his concerns.

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

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
01/15/2024

Complaint: 21118365

I am rejecting this response because:
I want to know how this matter will be resolved before I spend my time and gas money going back to the store where I received terrible service. I'm also insulted that I'm hearing from the assistant manager of the store and not the manager themselves. Publix is fully capable of resolving this matter through the mail or other than me driving back to the store.

Sincerely,

***********************
Business response
01/17/2024
Re: Case #********: ***********************

We received the additional reply regarding the above concern from the BBB on 1/16/2024. We again apologize for any inconvenience and confusion ****************** experienced in our store with his purchase of the Athenos Reduced Fat Feta Crumbled Cheese not ringing up for the price he thought it should be; for there not being a response to his concern sent in on December 30, 2023 from the store; and for the Store Manager not being available to speak with when he called; additionally, we are sorry, ****************** has rejected the offer of the Assistant Store Manager to discuss the concern and try to resolve this for him.

We have researched ********************************* concerns to try and resolve these for him and found the following information:

Regarding the email he sent to Publix on December 30, 2023 to share his concern. ****************** sent the following:

"Store Number: ***
Comments: I bought feta cheese which was buy one get one free. I was charged for both at checkout. I shop at Publix because I have confidence in my purchases. I should not have to double check to see if I have been overcharged or not. I am owed $3.19 plus tax. It is a long drive for me to get to Publix, I am not driving back to the store just to get my refund."

Store #*** was our ****************, ** store. It closed 09/2001. Since the wrong store was selected there was no way for a Store Manager to reach back out to him to try and resolve the issue.

When we received the information through the BBB on 1/11/2024 for ******************, we were able to take the additional information from it that was not on the original contact and find ********************************* transaction and the correct Publix Store #****, ******************* in ********, **. We forwarded the information to the Store Management to resolve at that time.

We apologize the Store Manager was not available when ****************** attempted to call.

The Assistant Store Manager attempted to call ****************** to discuss and address the concern, but ****************** did not answer or return the call to the store.

We researched his transaction for the Feta Cheese and found the following:

The Athenos Cheese was on sale BOGO from December 14, 2023 through December 25, 2023, then went to the regular price of $3.19 each. Since ****************** made his purchase on December 29, 2023, the product was not on sale when he purchased it so he was charged correctly. We apologize if there was some confusion regarding this.

The Assistant Store Manager did not ask ****************** to drive back to the store for resolution but to call the store so they could talk about it. Each of our employees, including our managers, cannot be at the store every minute it is open. They all have schedules they work and days they are off. Knowing this, Publix always has managers in our stores available to assist our customers any time the store is open. Our Assistant Store Manager can resolve ********************************* concern as well as the Store Manager if ****************** will allow him to.

Since ********************************* purchase was made after the sale was over and rang up correctly, it is up to the store management to determine what they would like to do to try and assist ****************** since it was not a pricing error.

We hope that ****************** will take the Assistant Store Manager up on his request to please call to speak with the store management by calling the store at the information listed below and speaking with them.
Business response
01/17/2024
Assistant Store Manager, *****************
Store Manager, *****************
******************* Publix #****
**************

We hope that he will continue to allow his Publix store to meet his family's grocery needs.
Customer response
01/18/2024

Complaint: 21118365

I am rejecting this response because:
This is in no way a resolution or explanation of how there will be a resolution. They are simply stating they hope I remain a customer. Par for course poor customer service from this location.

Sincerely,

***********************
Initial Complaint
01/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
12/22/23 I went to Publix to pay my utility bill. They told me their machine was down. This made the "I don't know how many times their machine down" when I go pay my bill. I've lost count. Over the past 4 months,their machine is down preventing me to pay my utility bill. That inconvenience me greatly. I have a busy schedule. I don't have time to come back whenever their machine is down. Enough is enough. They must do something to prevent their machine from breaking down so much!!
Business response
02/01/2024
BBB Case #********: ***********************. We received the above BBB Review on 1/23/2024. ************ 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 ************, on 1/23/2024 we sent him an email to confirm the store location since he did not indicate which one he visited. To date, he has not reached out to us to provide this information. We look forward to addressing his concerns should he decide to respond to our request.

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.
Initial Complaint
01/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I didnt have my card when I went to pay and I remember I had a Publix gift card my boss got our company so I proceeded to use and the cashier says loudly there is only .38 cents on here, I totally forgot I had already used that card. I asked if I can use my card numbers I had pictures of, this young man by the name ********* very rudely says: No we cant do that! Which is fine I just wanted to ask. I asked if they can hold my stuff and i would be back in 20 min which I came back in 15. When I asked where my stuff was the cashier asks ********* and he says I dont know like if he didnt care. Thanks to this other young man who found my items I went to pay. ********* rings me up and looks at me like Im crazy didnt even apologize for his rudeness earlier nor the fact that he didnt know where my items were. I was so embarrassed the first time I did not have my card because they were so loud and made me feel like I was lying and couldnt pay for my items that an apology would have been nice. I loved Publix till now Ive never in my life had a bad experience at Publix before. I work at *************************** and The owner of the company I work for spends lots of money here buying us gift cards every year for Christmas and thanksgiving for over 300 employees and all my con workers shop here, I feel bad for people who cant actually afford their items and how ********* makes them feel. I wont be entering this Publix ever again.
Business response
01/19/2024
BBB Case #********: *****************************. We received the BBB case above from ******************** on 1/4/2024. 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 1/16/2024 with the following:

"I was able to reach our customer, *********************************, by phone and I spoke with her about her concerns. I apologized for our associate's behavior and I assured her that we would speak with him and coach him on how to provide appropriate customer service so this would not occur again.

Thank you,
*********************
Store Manager
Store 504"

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.

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