Complaints

This profile includes complaints for Publix Super Markets Corporate Office's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Publix Super Markets Corporate Office

  PO Box 407 Lakeland, FL 33802-0407

• 

  Publix Super Markets Corporate Office

  350 5th Avenue New York, NY 10112

• 

  Publix

  125 SW 34th St. Gainesville, FL 32603

• 

  Publix

  13040 Abercorn Expressway Savannah, GA 31419

• 

  Publix

  4765 Hodges Blvd Windsor Commons S/C Jacksonville, FL 32224

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Publix Markets in ****** SC I is Involved in Unauthorized ************* Indemnity by Character Assination in Self Checkout Electronic #1 in Fraud and Identity Theft

  Business Response

  Date: 04/14/2025

  Re: BBB Case #********: ***** ******
   
  We received the above concern from the BBB on 4/9/2025. We apologize for any inconvenience Mr. ****** experienced in our store. Mr. ****** did not contact the Publix Corporate office before contacting the BBB regarding his concerns.
  
  We take all communications to Publix seriously and want to help resolve Mr. ******** concerns. We are missing information on what Mr. ******** exact issue is so we can work to resolve this for Mr. ******* The information provided is not clear what he means. We have reached out to the customer by email requesting the information, see the email we sent him below. We hope Mr. ****** will contact us or the BBB soon with the missing information so we can resolve this for him. 
  
  Date Sent:  04/09/2025 15:16
  
  "Dear Mr. ******************** you for taking the time to contact the BBB. They informed us of your comments and have asked us to attempt to address them. Unfortunately, we are not clear on the issue you contacted the BBB about. To further process your case, we need some additional details. Please reply to this email, providing us with:
  
  1) More information about your comments. Please include as many specifics as possible. 
  
  2) Please include the names and/or descriptions of any associates involved and the department they work in. 
  
  3) Please include the full name, size, flavor, and, if possible, the UPC/barcode for any products involved. 
  
  4) Can you provide any other information to help us investigate and resolve your contact with Publix?
   
  Please do not alter the subject line of this email, as it contains your case reference number, which will allow us to expedite the handling of your reply.
  
  We look forward to hearing from you soon.
  
  Sincerely,
  Customer ************************** 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 Mr. ****** will accept this resolution and continue to allow Publix to serve his family's grocery needs.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited Publix on March 30 10:30am. I ordered birthday cupcakes for my son the week before over the phone and spoke with a Hope. I told her he was a teen so just decorate them however they would like using primary colors. When I came to pick them up on the 30, I was handed a 6 pack of plain primary colored cupcakes with no birthday anything. When I asked why they were plain they all scrambled to find the ticket. I told them exactly what was discussed. While no one would make eye contact, I overheard an older lady say "you should never throw the ticket away." I saw the ticket and no where on their did the girl list birthday, which I specifically said. When I asked for birthday picks a lady came for out of the back with pink ones. I told her it was for a boy and that I would just take them home and do them myself. She them rolled her eyes at me. When she did that I called her out and said excuse me. She them came over and attempted to grab the cupcakes out of my hand smashing two of them. I said excuse me and that I would be taking them as I needed them for his birthday. She said I am not needed as a customer and I can't talk to her ******************* like that. Not sure how I talked to them exactly, besides being annoyed that I didn't get what I ordered. I never yelled or cussed. I them said that she needed a better job where she didn't have to talk to customers/the public. She tried to take the cupcakes again and and proceeded to say "*** *******" to me. I told her I would be talking to the store manager. She was evidentially the bakery "manager" ******. As I was directed to the store mgr on duty he was already on the phone. I am assuming ****** had already called him to give him her version before I could get there. When he got off the phone I explained what had happened. There were several witnesses include customers and other workers. He apologized and gave me the cupcakes for free. The issue is that I don't feel like this will be properly resolved.

  Customer Answer

  Date: 04/01/2025

  Pictures of issue.  I would like to be contacted by cooperate, that's what I wanted you all to help with.

  Business Response

  Date: 04/08/2025

  Re: BBB Case # ********: *** ****
   
  We received the above concern from the BBB on 4/8/2025. We apologize for any inconvenience Ms. **** experienced in our store. Ms. **** contacted Publix Corporate office previously for resolution before contacting the BBB regarding their concerns. 
  
  Our store manager addressed Ms. ****** concerns and replied with:
  
  "After leaving 2 voicemails, Ms. **** called me back. She was happy at the end of our conversation and ultimately repeated the statement that she wrote in her initial email. I let her know that we provided coaching to our bakery manager about the situation. She was happy that we reached out to her. 
  
  Sincerely,
  
  ******* ******
  Store Manager, Store #****
  ************
  ******************** Publix
  ************"
  
  If Ms. **** 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 Ms. **** will accept this resolution and continue to allow Publix to serve her family's grocery needs.

• Initial Complaint

  Date:03/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It took about thirty minutes to get a sandwich when it should take about five. I would like to be compensated for waiting so long. That my legs hurt for standing up so long.Period it looks like one of the lines, right has one person and the other doing online in the front. This store needs to hire way more workers. You can't have just one the person making a sandwich .

  Business Response

  Date: 03/31/2025

  Re: BBB Case #********: ******* Olivieri 
   
  We received the above concern from the BBB on March 24, 2025. We apologize for any inconvenience Mr. ******** experienced in our store. Mr. ******** did not contact the Publix Corporate office before contacting the BBB regarding his concerns. 
  
  We forwarded Mr. ********** comments to the store management for resolution. Our Assistant Store Manager replied with:
  
  "We were able to call and speak with Mr. ******* ********, and we sincerely apologized for the inconvenience presented at our location. Mr. ******** was very happy with our conversation over the phone, and will be provided a replacement sub on his next visit to our store. We will apologize to him in person when he is in the store.
  
  Sincerely,
  
  ****** ******** *****
  Assistant Store Manager
  Publix at *******, Store #****
  **************"
  
  If Mr. ******** 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 Mr. ******** will accept this resolution and continue to allow Publix to serve his family's grocery needs.

  Customer Answer

  Date: 03/31/2025

   
  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

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Publix should be ashamed of themselves. Publix is a $57 billion company according to ******. And Publix at ******************************************************************** the pizza oven has been down for several days so I have not been able to get any pizza because the oven is not working not only that but this is a brand new Publix location. Its only been open two or three months and the pizza oven stopped working already. Also, what doesnt make sense is why it would take this long for them to fix the pizza oven because I could see if they had to fix pizza oven at multiple other locations, but this is the only location in ******* and in ******* that has hot pizza bar so because it is the only location that has hot pizza bar is not like they have so many pizza ovens to fix and thats why its taking this long. This is the only location that has hot pizza bar so it should not take this long I am very disappointed at Publix. For the past several days, I called the store and they tell me that the pizza oven is still down and not up and running andhas not been fixed yet. Not only that, but Im pretty sure Publix has lost a lot of money because they have not been able to sell pizza, wings, and other hot food items. I guess Publix love to lose money. As long as their pizza oven is not working Publix is going to continue losing customers and money. I stopped at ********* and the store manager at ********* said they lost a lot of money because people was buying pizza from Publix up the street but because the oven is down at Publix, ********* sales has went back up.

  Business Response

  Date: 03/20/2025

  Re: BBB Case #********, Neyo White
   
  We received the above concern from the BBB on 3/15/2025. We apologize for any inconvenience Mr. ***** experienced in our store. Mr. ***** did not contact the Publix Corporate office before contacting the BBB regarding his concerns. 
  
  We forwarded the concern to our Store Management for resolution. Our stores do not have direct access to receive or send external email. Below is the response from the Store Management:
  
  "I spoke to Neyo and apologized for our Pizza station not working when he came to visit. I notified him that it was running now. Neyo appreciated the phone call.
  
  Sincerely,

  
  ******* *****
  Assistant Store Manager
  **************** Publix #****
  ************"
  
  If Mr. ***** 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 Mr. ***** will accept this resolution and continue to allow Publix to serve his family's grocery needs.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 28, I purchased a rotisserie chicken and A ********* fountain drink.from the Publix located at ************************ When I got to my hotel room the soda tasted like water and the chicken was pink on the inside. I returned the chicken to Publix customer service desk the ***************************************** said it would be a minute so I walked around the store found the manager,if I recall correctly the manager was ****, I explained to the manager the situation about the undercooked chicken,and the lady who was with him said to me that's a lye I then went on about the fountain drink and he said yeah it wasn't working ..I said there is no sign, so again was called a lyer , at that point I informed the manager that I could show him my bank account transaction he said no so I said wait a minute let me get this on video at that time he said I have to leave the store, and I asked him why do I have to leave ,he stated because I was recording him. I stated that I am a customer that has legitimate complaints and I'm being called a lyer

  Business Response

  Date: 03/17/2025

  Re: BBB Case #********, **** ***********
   
  We received the above concern from the BBB on 3/12/2025. We apologize for any inconvenience Mr. *********** experienced in our store. Mr. *********** did not contact Publix Corporate office before contacting the BBB regarding his concerns.
  
  We forwarded the contact to our District Manager who investigated the comments and replied with: 
  
  I called Mr. *********** in an attempt to address his concerns and introduce myself to him. Upon answering the phone, Mr. *********** immediately and very rudely told me, I dont have time for this! I began to offer to call him at a later time when it was better for him. He hung up the phone with no response.
  
  Upon reviewing the witness reports on the issue, I found that the information provided to the BBB did not match what happened in the store. Based on what the witnesses stated happened, I believe that the store team handled this appropriately.
  
  Should Mr. *********** wish to discuss this, I encourage him to call the store and speak with Store Manager ****** ******. He would be happy to work to resolve this issue.
  
  Sincerely,
  
  ***** ******
  District Manager
  Publix Super Markets, Inc.
  
  If Mr. *********** 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 Mr. *********** will accept this option for resolution and continue to allow Publix to serve his family's grocery needs.

  Customer Answer

  Date: 03/28/2025

  I was in a meeting when district manager called me , I simple told the district manager that I could not discuss the matter at that time!!

  I took the undercooked chicken to the customer service desk, they had the chicken to look at , and as far as soda I asked the manager to taste the soda from fountain machine that still did not have an out of order sign 

  Customer Answer

  Date: 03/31/2025

  I was in a meeting when district manager called me , I simple told the district manager that I could not discuss the matter at that time!!

  I took the undercooked chicken to the customer service desk, they had the chicken to look at , and as far as soda I asked the manager to taste the soda from fountain machine that still did not have an out of order sign 

  Business Response

  Date: 03/31/2025

  Re: BBB Case #********, **** ***********
   
  We received the above concern from the BBB on 3/12/2025 and the follow up response on 3/31/2025. We apologize for any inconvenience Mr. *********** experienced in our store. Mr. *********** did call Publix Corporate office in between the two BBB contacts regarding his concerns.
  
  We forwarded the contacts to our District Manager who investigated the comments and replied with: 
  
  "I called and had a pleasant conversation with Mr. *********** regarding his experience at our store on *************. He was satisfied with my response.
  
  ***** *****
  District Manager | ************** | Lakeland Division
  Publix Super Markets, Inc.
  Office: **********************"
  
  If Mr. *********** 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 Mr. *********** will accept this option for resolution and continue to allow Publix to serve his family's grocery needs.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1 of 2025, I was a customer at *************************** located at **********************************************************************. The first was a Saturday, Upon my visit on this date I walked the store like normal grabbing other items. I located a store employee because i couldn't find the which i later located on aisle 8. I located the Charcoal which was stacked about 3 bags high and very close to the shelf above the bags. I attempted to grab the bag from the front and pull it out but that didn't work it just cut the bag open on the side, so i decided to grab the bag from the bag side at an angle. At this time as i pulled the bag i felt something sharp make contact with my hand and forearm area as i got the bag out. i quickly removed my hand and went straight to customer service informing the Female associate who was present. At this time i informed her of what happened and she immediately informed a Manager named *****. He completely ignored my injuries or care to know my name or any basic information but went to the location of the charcoal and i proceeded to check out as normal. As i paid he returned and said well have a good day. At this time i requested that something be documented of this occurrence because of his lack of care and my arm bleeding from the cut and the simple fact that i wasn't even offered a brandade which would have satisfied me a little. On the 3rd of March I was contacted by Publix *************** associate ***** ****, Who asked me a series of questioned and notified me that a investigation was taking place. On the 4th of March I was contacted BY Publix *************** associate *** ********-****, who from the start of the initial call made me feel like i had did something wrong for shopping at Publix. I was told by her they wouldn't be covering my injuries and it was my fault i got cut trying to grab the Charcoal but they wouldn't be covering anything and Publix would like to Offer me a ****** courtesy gift card but i must sign a Disclosure form.

  Business Response

  Date: 03/10/2025

  Thank you for your correspondence received 3/6/2025 regarding EV2025888118 which occurred on 3/1/2025 involving customer ***** ******. Please be advised that Publix Supermarkets is self insured and self administers all claims brought against the entity. 
  
  On 3/6/2025, we discussed Mr. ******** complaint and concerns with him. While this is not an incident that Publix Supermarkets is liable for, we were able to extend a Customer Relations Gesture to make up for the negative experience which the complainant accepted.
  
  Thank you for allowing us the opportunity to address the concern. Publix Supermarkets hereby considers this matter resolved.

  Customer Answer

  Date: 03/10/2025

   
  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

  Date:02/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February ******* Publix Pharmacy *************************** I have been taking the blood thinner Eloquist for just over a year. Due to its high cost, I was able to get a coupon discount code through the manufacturer. I am constantly being overcharged and the pharmacy isnt using the card they have on file unless I call to have it corrected. In the past my other medications were not submitted to my insurance company and instead the pharmacy billed Paramount RX rather than my Optim RX resulting in overcharges that I was unaware of until many months later.

  Business Response

  Date: 03/10/2025

  Re: BBB Case #********: ******** ******
   
  We received the above concern from the BBB on 2/27/2025. We apologize for any inconvenience Mrs. ****** experienced in our store pharmacy. Mrs. ****** contacted Publix Corporate office previously for resolution to her concerns. 
  
  We forwarded Mrs. ******* comments to the Pharmacy Supervisor for resolution. They replied with:
  
  I called Ms. ****** to address her concerns. She stated that she had insurance in 2023 that was not billed for her prescription fills. She and I worked through the prescriptions from 3/9/2023 to 3/3/2024 billed to an insurance company. I have emailed a list of all relevant prescriptions to ************ Billing for review and will follow up with Ms. ****** with any resolution. We additionally addressed her copay card concerns and confirmed that all prescriptions have been billed correctly for this specific concern. I followed up with our local pharmacy team to ensure they address billing concerns on the phone so customers can utilize the prepaid service. She was happy with the information and understands that we will return her contact with the results of her claims review.
  
  Sincerely,
  
  **** ********
  Pharmacy Supervisor
  CLT Division
  Publix Super Markets, Inc.
  Office Phone: ***********************
  
  If Mrs. ****** has any further concerns, questions, or other feedback, we hope she will reach out to her pharmacy team or Publix directly to allow us the opportunity to resolve the issues quickly. We also hope that Mrs. ****** will accept this resolution and continue to allow Publix to serve her family's pharmacy and grocery needs.

  Customer Answer

  Date: 03/10/2025

   
  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

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday, Feb 21, 2025, I went to store 1239 in *********, **********************, **, to rent a carpet washing machine. The customer service associate assisted me and helped me with my request. I was informed that there was only one carpet washing machine left and that it worked perfectly, the rest that they have in the area designated for these machines in their store are out of order. I told her, perfect, if you guarantee me that this one is working well and is clean, I will rent it. The associate went with one of her managers and came back with a nice smile and indeed that machine works very well, she was very professional. I proceeded to pay and took it. At my home I made the pertinent arrangements to start washing my carpet, what was my surprise when I started, the machine works, but it does not **** up the water that it is using to wash the carpet. The area where I started to wash, was completely soaked in water and dirty water, which should return to the vacuum cleaner. I stopped my work and went back to the store, the customer service associate was very kind and with a genuine apology offered to give me my money back. So we did. She was always very kind and professional. The store manager was in the customer service booth at the time and never came over to see what was going on, never spoke to me. All of this is recorded on the cameras that they have throughout the store. My question, Who pays for the rental of another machine, my time and that my carpet is not damaged by the defective machine and all the dirty water on my carpet, that you Publix, rented me. This is not right, your customers deserve respect and excellent service. Publix where shopping is a pleasure, Thank you.

  Business Response

  Date: 02/26/2025

  BBB Case #********: ******* ******-Rambla. We received the BBB case above from Mr. ********************* 2/22/2025. We apologize for any inconvenience ********************* experienced in our store. We appreciate him 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 2/25/2025 with the following:
  
  Mr. ******-Rambla,
  
  We apologize for the rug doctor machine not working for you and the inconvenience this has caused. While we are happy to hear about the level of customer service you received, we do not like hearing about the machine not working. We never knowingly disappoint our customers. We would like to take care of the situation and offer you a gift card to cover the balance of the machine you rented from us. Please stop by **************** during your next ********************** visit and ask for me or the Store Manager, *****, as we would love to meet you and discuss this in person.
  
  Thank you,
  ****** *******
  Assistant Store Manager Publix #****
  
  If Mr. ********************** 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 Mr. *********************** continue to allow Publix to serve his grocery needs.

  Business Response

  Date: 02/26/2025

  BBB Case #********: ******* ******-Rambla. We received the BBB case above from Mr. ********************* 2/22/2025. We apologize for any inconvenience ********************* experienced in our store. We appreciate him 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 2/25/2025 with the following:
  
  Mr. ******-Rambla,
  
  We apologize for the rug doctor machine not working for you and the inconvenience this has caused. While we are happy to hear about the level of customer service you received, we do not like hearing about the machine not working. We never knowingly disappoint our customers. We would like to take care of the situation and offer you a gift card to cover the balance of the machine you rented from us. Please stop by **************** during your next ********************** visit and ask for me or the Store Manager, *****, as we would love to meet you and discuss this in person.
  
  Thank you,
  ****** *******
  Assistant Store Manager Publix #****
  
  If Mr. ********************** 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 Mr. *********************** continue to allow Publix to serve his grocery needs.

  Customer Answer

  Date: 02/28/2025

   
  Better Business Bureau:

  
  t was the answer I was expecting.  What will the store and the managers do to prevent this from happening to another customer? They don't mention it. In other words, they don't do anything. 
  This person who answered my complaint did not read what I wrote. My letter makes it very clear, that my money was returned to me. They don't read, they don't listen and they always think they are right or if you have a different opinion than them about your problem for which the customer suffered the consequences, you become the problem and their enemy.

  
  Thank you for your support, at least I know that my complaint was addressed and will be published on your page.
  

   Complaint ID ********, 
  
  Sincerely,
  
  ******* ******-Rambla

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: ***************************************** and Racial Profiling Dear Publix ***************** I am writing to file a formal complaint regarding an incident I experienced at your store. I recently visited store #**** (The Shoppes at ********) to return some items, and I encountered a customer service clerk named **** who treated me unprofessionally and, I believe, engaged in racial profiling.When I approached the counter, **** did not greet me or make eye contact. She immediately started checking the expiration dates on my items before even scanning them, which was unnecessary and felt targeted. She then told me she couldnt process a return without a receipt. Although I explained the situation, she refused to offer assistance, and I asked her to call a manager. She didnt do so until I threatened to escalate the matter to corporate. When the manager, *****, arrived, he didnt greet me either. **** began speaking to him in Spanish, a language I do not speak, which made me feel excluded and uncomfortable. ***** quickly told me that without a receipt, no return could be processed, and he walked away without further explanation or offering any potential solutions.This experience left me feeling disrespected, dismissed, and unfairly treated. The lack of courtesy, professional communication, and the feeling of being racially profiled has significantly impacted my view of Publix as a company that values all customers equally. I hope you will take this matter seriously and investigate the behavior of both **** and *****, as it does not reflect the level of service I expect from a company Ive supported for years.Thank you for your attention to this matter. I look forward to hearing from you regarding any steps you plan to take.Sincerely,******* ***** ************* ********************** 02/02/2025 Store Address: *************************************** Store# ****

  Business Response

  Date: 02/17/2025

  Re: BBB Case ********; ******* *****
   
  We received the above concern from the BBB on 2/13/2025. We apologize for any inconvenience Ms. ***** experienced in our store. Ms. ***** contacted the Publix Corporate office previously for a resolution to her concerns. We forwarded her concerns to the Store Manager to address. They replied with: 
  
  "I called and spoke to Ms. ******* *****, listened to her concerns and apologized for the inconvenience she experienced at our store.  I assured her that her concerns will be addressed with the appropriate associate. I asked her to please ask for me or Assistant Store Manager **** **** on her next visit to our store to apologize in person and too offer her a full refund for her items. She thanked me for calling.
  
  Sincerely,

  ***** ********
  Store Manager, Store #****
  The Shoppes of Highland Publix
  **************"
  
  If Ms. ***** has any further concerns, questions, or other feedback, we hope she will reach out to her store management or Publix directly to allow us the opportunity to resolve the issues quickly. We also hope Ms. ***** will accept this resolution and continue allowing Publix to serve her family's grocery needs.

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From 4.19.2023 through until 2.05.2024 Publix Pharmacy at ************** on ***************************** in ******, ******* was charging me incorrectly for prescriptions. They knew that I had a military spouse dependent plan CHAMPVA and I apprised them multiple times of my supplemental insurance SelmanCo that covers anything CHAMPVA does not. I even tried to have them add it as a secondary so they could bill after billing CHAMPVA, but they could not add it.ON 4.14.2023 I was prescribed a meciation that *******'s co-pay was approximately/nearly $200. I spoke with the technician and stated that I have supplemental insurance, but I didn't want to pay all that at the time out of pocket. She said she could check a discount card and she did and found it for around $8.00. She stated that she could put the discount card in for that specific prescription and then I wouldn't have to pay hundreds upfront and I wasn't losing a lot when submitting for my copay refunds from my supplemental insurance. I agreed to have that medicine and that one only on a discount card. Aripropozole (spelling?) I was assured that the rest would remain with my CHAMPVA insurance so I could be refunded my co-pays.This has been well over a year that I have been trying to speak with management regarding their changing my insurance from ******* to the discount card. I spoke with the Pharmacist **** and then his Pharmacy Manager and they both told me that I had to speak with Corporate. When I finally figured out how to contact corporate it wa via a form on the publix website. I filled it out and waited. No response other than the standard form is filled out response. I tried again. My husband tried for me as well. We tried multiple times and then went back into the pharmacy and spoke to **** the Pharmacist. He said that was exactly how I needed to contact them and to continue to do so. I have not received an responses in over a year. Publix Pharmacy charged the wrong insurance incurring over a $700 loss for me.

  Business Response

  Date: 02/17/2025

  Re: BBB Case #********; ****** *****
   
  We received the above concern from the BBB on 2/12/2025. We apologize for any inconvenience Mrs. ***** experienced in our store. Mrs. ***** contacted Publix before contacting the BBB regarding her concerns.
  
  We forwarded Mrs. ******* concern to our Pharmacy Supervisor for resolution. They replied with: 
  
  "Mrs. ***** was called on 2/14 3:40PM and I left a voicemail with my number to call back so I can further assist. 
  She was also emailed on 2/14 3:41PM letting her know my phone number and to ask her to give me a call.
  
  I will address her concerns when she calls me back.
  
  Thank you,
  
  ***** **, PharmD
  Publix Super Markets, Inc.
  Pharmacy Supervisor | Jacksonville Division
  
  This e-mail message and any attachment(s) are confidential, contain information intended only for the addressee(s), and may be subject to attorney-client privilege. Any retention, storage, forwarding, retransmission, publication or other use or disclosure of this message or any of its attachments by any other person is strictly prohibited. If you have received this transmission in error, please notify the sender immediately. Also, please destroy the original message, including all attachments and all copies. This e-mail does not constitute an e-signature, and by this email Publix Super Markets, Inc. does not intend to evidence a binding agreement. Thank you."
  
  If Mrs. ***** has any further concerns, questions, or other feedback, we hope she will reach out to her pharmacy management or Publix directly to allow us the opportunity to resolve the issues quickly. We also hope that Mrs. ***** will accept this resolution and continue to allow Publix to serve her family's grocery needs.