ComplaintsforPublix Super Markets Corporate Office

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good Afternoon,My name is ******** and on 06/25/2024 about 9:20am I went to the deli and asked for a couple of subs one with prosciutto and the other with ham and turkey that was like saying a bad word all looked at each other and rolled their eyes, because they had to go to the trouble of cutting the meat for the sandwich I requested, they left me waiting for a good 15 to 20 min until another lady came to ask me if I needed help and I responded I dont know what is going on and I went on to explain I had been waiting for 15/20 min when she went to ask this other girl that HAD NOTHING DO WITH WHAT'S GOING ON SHE TURNED BACK rudely AND SHE HAS TO WAIT her meat has to be cut. I responded to her and told her I have a lot of patience and time but thought it was ridiculous to wait 15/20 min to cut the meat then they came to me to ask me how much meat I wanted on the sandwich I ANSWERED IDONT KNOW WHATEVER YOU U USALLY PUT A SANDWICH THAT PUBLIX MAKES when she comes back she puts a sticker on a sandwich 6inch ***** for cheese and mayo no veggies she said she weighed it and that is the price. So I asked the lady to please weigh the prosciutto and the price was 6.97 plus I understand they need to charge me for bread and cheese then they printed another sticker which stated they needed to charge me a veggie sub in top of the 6.97 but the total was still not ***** which my point is not the price its the feeling of racism/prejudice/ discrimination for being Hispanic, blonde and white and the unfairness of wanting to charge me more. They were rude. If they dont like to work, then dont work. Your slogan is where Publix is a pleasure. The funny part is I ask for a manager and

  Business response

  07/01/2024

  BBB Case #********: ******************** We received the BBB case above from Ms. * on 6/26/2024. We apologize for any inconvenience she experienced with our store. We appreciate Ms. * 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 the concerns to store management who replied on 6/29/2024 with the following:
  
  "I was able to get in contact with ******************** and I apologized on behalf of my *************** and the store. We went over her experience at our location and how we could improve our service at our Deli. She was pleased to have leadership call her and I welcomed her back and told her if she ever needed anything we would be here to provide the premier service that we are known for. 
  
  Thank You,
  *******************
  Assistant Store Manager #****
  ***************"
  
  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 she will allow Publix to continue to serve her grocery needs.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need to have my claim adjuster give me details on the policy limits on my claim. I have submitted my MRI and my health conditions are getting worse from my concussion.I cant sleep at night now because of migraine headaches and my body is in pain.I would like to have Publix pay all of my present and future medical expenses and loss wages in the amount of $50,000.00 this week.I have provided Publix with Medical Documentation supporting my claim.The injuries I have suffered are life threatening and I can feel myself about to pass away from my head trauma.Please contact me this week and send the compensation I need to cover my expenses.

  Business response

  06/21/2024

  BBB Case #********: *******************************. We received the BBB case above from ******************** on 6/20/2024. We apologize for any inconvenience he 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 are referring ******************** to our ************************** in order to speak with the Claims Adjuster that was assigned to him:Since ********************' claim involves medical issues, to avoid any possible HIPAA issues, we are unable to reply back directly to an open public forum like the BBB with a resolution. ******************** has been instructed to contact his adjuster with any and all concerns, questions, or other feedback regarding his claim. We have included his adjuster's name again below for ********************. The adjuster's toll free phone number was already sent to ******************** in the past so he can follow up. We hope that ******************** will follow the directions previously sent to him regarding his claims. We hope the BBB understands due to the nature of this issue, we are unable to provide specific resolution to this issue. 
  **************************
  Publix Super Markets, Inc. ********, **
  Customer Claims Unit ********** ***************

  Customer response

  06/21/2024

   
  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live next to the Publix in Cityplace- *************************************************************************** I am so tired and disgusted by the amount of dogs that are walkjng around in the store. They are very clearly not service dogs and don't even attempt to pretend to be one with a fake "service dog" coat. I finally said something to an employee today when I saw two small dogs just walking in the aisles. The employee just looked at the customer, shrugged and walked away. She later told me that they have had police talk to customers with these dogs and they do nothing but argue. Publix has got to crack down on their no pet policy with fines or kicking people with animals out. If they are a legitimate service dog, they should have some paperwork on them. It is a complete detriment to my health and hygeine to be grocery shopping with slobbering dogs!

  Business response

  06/21/2024

  BBB Case #********: ********** We received the BBB case above from Ms. ******** on 6/19/2024. We apologize for any inconvenience she experienced with our store. We appreciate Ms. * 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 the concerns to store management who replied on 6/21/2024 with the following:
  
  "I called Ms. * twice and left voicemail messages and today she did return my call. She was very appreciative of the time I took with her, my candidness of the pet policy, and that we are doing what we can to enforce this policy. All of her concerns were addressed and resolved and she was happy with the resolution. 
  
  Thank you,
  *************************
  Assistant Store Manager #***"
  
  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 allow Publix to continue to serve her grocery needs.

  Customer response

  06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I want to re-iterate to Lexi my gratitude for taking the time to speak with me. She empathizes and told me their steps in place and S.O.P. She also welcomed me to come get her if I see dogs in the store.
  
  Sincerely,
  
  ********

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a service complaint for the Publix located at ************************************************************ . On June 16. 2024, I went shopping with my hubby of 15 years and the young girl at the self-check out was being very rude to me (my hubby didnt want me to say anything though). She kept coming up to us and interrupting as we were trying to check out. I told her we would let her know if we needed any help but instead she kept talking saying things like "Can you two take me home with you". Who says things like this? I know this was not a real question and it was only to be annoying and she kept asking it not once or twice but a dozen times as if there was malice involved. I have reported an earlier case when associates literally followed me around the store and out to the parking lot which I was concerned for my safety. This is getting out of hand. Please stop.

  Business response

  06/21/2024

  BBB Case #********: *******************************. We received the BBB case above from ****************** on 6/16/2024. We apologize for any inconvenience she experienced with 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 the concerns to store management who replied on 6/20/2024 with the following:
  
  "I have placed two calls to our customer, ******************, and left a voicemail message each time. I requested that she call us back at her convenience to discuss and resolve her concerns. 
  
  Thank you,
  *********************
  Store Manager
  Publix Store #***
  **************"
  
  We hope that ****************** reaches out to our store manager to have her concerns addressed. 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 allow Publix to continue to serve her grocery needs.

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Publix on *********** on ******* and *********** are priced gouging and charging food tax which is illegal. This has to be the worst publix I ever been to the whole deli staff who makes the sandwiches are rude they don't care about cross contamination, the management is horrible. I made a purchase of some frozen popsicle and even the manager who was temporarily on the register was surprised when she saw the item got taxed. In ******* only prepared hot food are taxed. The price I paid for this item was not the same price advertised by the freezer and I have proof. All these super markets are changing their prices and having secret prices just for profit. Instead the manager look into it all she said was you don't have to buy it with a smart attitude. This is the type of people publix has in management position to deal with customers which explains why this specific ********************** customer service is so horrible. I been coming here a little over a month now and it's getting worse and worse. If publix going to commit fraud against foodstamp and customers this will indeed get investigated. How on the receipt it says tax forgiveness but I still got charged a price that was not advertised. I only bought that item so how am I getting charged a different price than advertised? This is the corporation greed that publix are indulging in. I don't understand when I brought this up I get a weird response from management like I did something wrong, with her telling me I don't have to buy it. I need to know who regulates publix because I'm going to get this investigated outside of publix

  Business response

  06/21/2024

  BBB Case #********: ***************.
   
  We received the above concern from the BBB on June 16, 2024. We apologize for any inconvenience ************** experienced at our store. ************** did not contact Publix previously before contacting the BBB.
  
  We forwarded ****************** concerns to the Store Manager who replied on 6/20/2024 with the following:
  
  "I just spoke with ************** and explained to him why the specific item in question is taxable, and he understood. We also covered all the concerns regarding his shopping experience and he was happy after our conversation and pleased with the resolution.
  
  Thank you,
  ***********************************
  Assistant Store Manager Store 1382
  Publix Supermarkets, Inc."
  
  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 family's grocery needs.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Thursday June 13th 2024 around 2 pm I went into the Publix located at 1951 *************** in *********, ********When I started to check out I had a lot of plants that I had got from their ****************** in the store.I had a lot of plants in fact my shopping cart was full.Unfortunately, I only had one shopping cart for all the plans and I had put groceries in there also because I wasn't getting much.When I proceeded to the checkout ********************************* which I only had spoke to a minimum amount of times began helping pack the groceries I was grateful it would make things quicker for me.Unfortunately, ******* had found items that I had forgot that were in the Shopping Cart which wasn't many and she picked them up out of the shopping cart and like put them towards my face and said "did you forget about these". Oh my goodness I was so mortified and embarrassed.My parents have been shopping at this store since it's conception. Since my father's death I have recently moved in with my mother and now I use the same store that they've been using of course I would. I pray that I never have to shop at this Publix ever again.I will not allow myself to be abused verbally or emotionally by anyone in any way especially by a manager which is to be setting an example to her employees.The only thing that I can say is once I found out that she is actually the top manager over this store I asked myself what kind of example is this woman setting for her other employees and management team under her It is my observation by what happened with ********************************* is that she has been given either more power that has gone to her head or she is just a very very unhappy human being or she's just naturally nasty.I was surprised when I was told that she was the top manager at this Publix Branch that my parents have been shopping at all these years.We were even thinking about letting my granddaughter work for this Publix Branch but not after this situation.

  Business response

  06/24/2024

  BBB Case #********: *******************************. 
  
  We received the above concern from the BBB on June 15, 2024. We apologize for any inconvenience ************************ experienced at our store. We forwarded her concerns to the District Manager for resolution, and after several attempts to contact ************************, he replied on 6/24/2024 with the following:
  
  I was able to talk with ******************************* on Saturday on my third attempt at calling her. ************************ and I had a very good conversation about her experience. She stated that she was a long-time Publix customer and was disappointed by the experience. I apologized and assured her that I would be following up with the manager on their approach and tone when assisting customers. She was very appreciative of the call and only wanted to make Publix aware so we could follow up on the concern. I thanked her for informing us and she said that she would continue to shop at Publix.
  
  Thank you,
  *****************************
  District Manager
  ****************************
  
  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 family's grocery needs.

  Customer response

  06/24/2024

  Hello,

  Publix contacted me and I'm very happy with the outcome. 

   

  Thanks

  ******************************* ?? 

   

   

   

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Before placing my cake order online through Instracart I called Publix located at ************************************ on Thursday 6-6-24 to tell them how I would like the cake with vanilla cake inside (this was noted on the Instracart instructions as well) for pickup on 6-7-24. When my shopper went to shop for my cake she was told they dont have it, when I called I was told the same thing. I was clearly looking at the order and stated I called the day before. The bakery manager ******* was very rude I am surprised she is a manager at your establishment. She was yelling, kept belittling me, and asking repeatedly am I sure I have the correct store. I told her the app will tell the shopper which store to shop at and yes I have the right store. Needless to say I didnt get my son birthday cake. I immediately called your Publix store located at *******-20 also in ********* to place my son cake order again, I asked for the bakery manager and was told she was suppose to be there at 9am and they dont know when she will come in. I went ahead and placed the cake order with Dine and stated I would like vanilla cake inside. Later the bakery manager called me and I told her what previously happened and explained I would like the inside of the cake vanilla (that is an option for this Chocolate Ganache Supreme Cake). The bakery manager assured me she has the order and it will be done the next day. When I picked up my order the next day the cake was not vanilla which is the whole point of allowing 24 hours so they can make the cake, but that still didnt happen. I called Publix at ************ and asked to speak to a store manager, I was told the store manager wasnt in and I was connected to the assistant manager *******, she placed me on hold for 14 minutes and never came back to the line. I had to call back and ******* told me she couldnt find my order. ******* wasnt helpful so I called back today and your store manager is on vacation, maybe you all need a new assistant manager.

  Customer response

  06/12/2024

  I have submitted screenshots of me calling and talking to Publix multiple times and my cake order was still wrong which ruin my son birthday. 

  Business response

  06/20/2024

  BBB Case #********: *************************. 
   
  We received the above concern from the BBB on June 12, 2024. We apologize for any inconvenience ****************** experienced from our store. ****************** contacted Publix previously for resolution to her concerns before contacting the BBB.
  
  We forwarded ********************** concerns to the District Manager for resolution. After several attempts to contact ******************, they replied on 6/20/2024 with:
  
  I spoke to ****************** and resolved her concerns.
  
  Sincerely,
  
  **************************
  District Manager | Publix Supermarkets, Inc.
  
  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 accept this resolution and continue to allow Publix to serve her family's grocery needs.

  Customer response

  06/25/2024

   
  Complaint: 21839840
  
  I am rejecting this response because:

  Date Sent: 6/12/2024 8:43:27 PM
  I have submitted screenshots of me calling and talking to Publix multiple times and my cake order was still wrong which ruin my son birthday. 
  
  Sincerely,
  
  *************************

  Business response

  06/28/2024

  We received the BBB's reply on June 26, 2024 regarding Case #********: *****************************. The information supplied states ****************** is now rejecting the response that the District Manager spoke with her and resolved the issue; however, she did not state why she is rejecting it. 
  
  We hope that ****************** will reach out directly to the Store Manager *************** at ************** and provide an explanation to him of why she is rejecting the resolution provided by the District Manager. The Store Manager would be happy to discuss any dissatisfaction ****************** may have had with her cake order. Our stores do not have direct access to send or receive external email so calling the store or speaking to the Store Manager when she is in the store next is the fastest way to get resolution. 

  Customer response

  07/01/2024

   
  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. I spoke to **** he replaced the cake and gave me a gift card. This location needs some customer service training, training on the products/items, and clearly communicate to one another so this doesnt happen to anybody else on their special day (birthday). 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order through Instacart from the Publix at ********************************************************. I ordered a sub sandwhich . As I was in the middle of eating the second half of my sandwhich before I took another bite I seen this cricket standing tall before I threw it on the ground. Im not sure if I ate any bugs prior to seeing that . I got a refund through Instacart however I called that location and asked ***** if I can speak to a manager. Called then transferred me to a Mariana ** she offered to provide me with. Gift card but honestly I want to seek legal action or to be compensated fairly as my health was put in jeopardy

  Business response

  06/17/2024

  Publix has made contact and resolved the matter amicably with the customer.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dont remember my Acct #, but Ive been a ********************** Customer since before 1971, when I shopped at the ********************************** in *********** . . . followed by a number of store iterations. till now. I plan on continuing the relationship, currently at my Publix . . . . **********, in *****. You hear from me from time to time, usually when theres a dingbat situation/problem . . . like now. Some one made what I think, is a really bad decision . . . . Carando Mozzarella Rustica Italian Style Meatballs are still being offered for purchase at my Publix . Tried them a short while ago . . . . into the garbage. Got a chance to give them a second chance when they appeared as a BOGO item (a few days later). Tried again . . . same thing . . . terrible. Are these meatballs a Smithfield offering ? By the way, *** tried em all , , ,as they say, and I like the ****** meatballs.Thanks !*******************

  Business response

  06/11/2024

  BBB Case #********: *******************. We received the above concern from the BBB on 6/5/24. We apologize for any inconvenience **************** experienced. **************** did not contact Publix previously regarding his concern. We forwarded his concerns to Store Management who replied with the following on 6/10/2024: 
  
  "I have called our customer, ****************, and was not able to speak with him. I left a voicemail message detailing a resolution to his concerns.
  
  Thank you,
  ***********************
  Assistant Store Manager I Store #****
  3450 E Silver Springs Blvd
  ***************-6406
  ************"
  
  If **************** has any further concerns, questions, or other feedback, we hope he will reach out to his store management or Publix directly to allow us the opportunity to resolve the issues quickly. We also hope that he will accept this resolution and continue to allow Publix to serve his family's grocery needs.

  Customer response

  06/11/2024

   
  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

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shopped at the Publix location store #**** at the ***************** in *****************. After getting my grocery I went get a money order. The cashier Destiny asked the amount and I provided her the amount ($900). She then asked what I needed the money order for? I advised that it was none of her business what I spent my money on nor do I need to disclose to a complete stranger what I spend my hard earned money on! She then refused to give me a money order stating it was policy that they knew what the money order was for. I asked to see the policy but she could not provide that policy. She said its the Publix policy and has been the policy for months. I was forced to give her a reason for spending my money or using my money orI ******* get a money order which is what I stood in line for. So I said its for my car note. I then asked for a manager after I got my money order. ********* the manager said its Publix policy and they have to do that. I told the manager thats insulting to ask an adult what they need a money order for or force adults to disclose what they are spending their money on. The audacity of this company to think you have the right to question hard working citizens on what they wish to do with their money! I understand asking for ID but your company representatives are way out of line to stand and question WHY a money order is needed! For all you know its a private matter or personal matter but moral of the point is, you dont need to know what Im doing with my money order! Youre not the court of investigation or IRS ! You dont understanding how demeaning it is to ask customers to discuss out loud why they need s money order. Other customers are around and those cashiers are strangers. They dont deserve to question me on how I spend my money! All they need to do is verify ID and debit card if needed! I called the customer service number and filled a complaint as well! Your policy should be posted! Interrogation!

  Business response

  06/05/2024

  BBB Case #********: ********************. We received the above concern on 6/5/2024. We apologize for any inconvenience **************** experienced in our store. **************** contacted Publix previously for a resolution to her concerns and below is the response we received from our Store Manager on 6/5/2024:
  
  I was able to reach **************** by phone. I explained to her that this is not a Publix policy and that in fact, this is part of the ***** Services rules and regulations compliance. I explained that it is mandatory for Publix to ask questions about all money service transactions. Based on those answers, we determine if it sounds suspicious or not in order to proceed with the transaction or deny it.
  
  I apologized for the way we made her feel, and I assured her that we were only doing this to protect her as a customer and that we were sorry this made her feel different. I am reviewing this with my **************** team to ensure we are explaining that this is for customers' safety and that we are not coming across as though we are targeting our customers. She understood and was happy that I called her.
  
  Thank you,
  *************************
  Store Manager | Publix 1029
  
  If **************** 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 that **************** will continue to allow Publix to serve her family's grocery needs.

  Customer response

  06/05/2024

   
  Complaint: 21803414
  
  I am rejecting this response because: Thats not the conversation. I explained the disrespect of feeling targeted as a black consumer! The rep stated she understood and would train the staff to not make the consumer feel targeted! 
  If need my ID, Ill provided it but you tell me you wont serve me unless I tell you what I need a money order for is unacceptable! Telling me it doesnt matter if I brought a gift card or money order in any amount youll question me, doesnt sit right with me! The fact your representative didnt even ask for an ID to match debit card is concerning! Are your concerned or targeting? Ill gladly show my ID~ No one asked! Are concerned? As a citizen of the community and teacher! As an educator and advocate of fairness and respect, did you see me as human? After spending $178 in your store! Im there in your store every week spending over $100 and sometimes over $200~ to tell me you will not give me $900 when my home Publix gives me $1600+ in money orders for my rent is an insult! Talk to me like Im human ~ post your policies! 
  or check my ID, she never checked if! She told my well i wont be able to give you a money order as if Im not deserving! I make good money! I refuse to be handled like I need to tell you what I need my money for esp under 1k and without you asking for ID ! Im not the consumer you can handle anyway! I could go to ******* for this treatment! 
  TRAIN YOUR PEOPLE! Its the principle! 
  Standing me up in line over $900 money order? Do better! Ill never shop in that location again! My location never made me feel that way! Was I suspicious? Did I give you the thought I would take my EDFED debit card, type in my pin and scam you for $900! You would be better to ask for ID! Too much ego in customer service! Funny, I earn more than both your employees and I expect better! Explain your policies! Treat everyone coming in with respect! 
  Im sorry ****************, can I see your ID for security purposes 

  me: Sure no problem

   

   Have a great day ***************, see you soon! 

  thats the respect Ive earned! The respect everyone deserves! No master the color or creed! I dont ever have to come there! My money is CLEAN! Its the point you cant talk to people anyway! You never know who you may run into  Now, you train your staff to be respectful! 
  Nobody is beneath Publix workers! 
  

  After work, I expect to be respected! Esp where ** spending my money money 

  ! to tell me it doesnt matter if I got a money order or gift card you would question me was insulting! ********* has never! My BANK has never! ******* has never! 
  Its not what you do, its how you do it! 
  

  DO BETTER! Because if I came with MONEY you would have never gave me this grief! !!!! 

   

  
  
  
  Sincerely,
  
  Dinotra ******

  Business response

  06/13/2024

  BBB Case #********: ********************. Customer's rebuttal was forwarded to our District Manager on 6/7/2024 and he replied with the following on 6/13/2024:
  
  I was able to speak with our customer, ****************, and I assured her that I would address her concerns with the store team. She thanked me for my call and was happy with the resolution.
  
  Thank you,
  ***********************
  District Manager
  **************

*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. ↩