ComplaintsforPublix Super Markets Corporate Office

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I always purchase my Unsalted Tops - Premium Crackers from Publix. The individual stacks inside the last box I purchased were not sealed properly. I don't know the exact price. I am guessing approx $3.60

  Business response

  08/02/2024

  BBB Case #********: *************. We received the BBB case above from Ms. **** on 8/1/2024. 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 our Corporate ***************** (CQA) department. They are reviewing the concern.
  
  Per the Publix Guarantee, we would encourage Ms. **** to return the package of crackers to her local store where she purchased it along with the receipt so they can provide her with a full refund of the purchase price. We hope Ms. **** will do this at her earliest convenience. 
  
  Publix Guarantee: 
  If for any reason you are unhappy with your purchase, we want to make it right. To return OR exchange an item, simply bring it to the store with a receipt and we will replace it OR give you a full refund in the form of your original payment. 
  
  If you paid with a card or entered your phone number at checkout, we may be able to look up your receipt for you. If we locate your receipt, we will give you a full refund in the form of your original payment.  
  
  If you dont have a receipt and were unable to find your receipt in our system, you may need to identify yourself as a Club Publix member or provide a government-issued photo ID. We will give you credit in the form of a Publix gift card.
  
  We reserve the right to limit refunds based on misuse or where prohibited by law. 
   
  If Ms. **** has any further concerns, questions, or other feedback, we hope she will reach out to her local Publix store 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.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 2, 2024, I purchased a ****** Gift Card from Publix Store #****. I have the receipt. On May 5, 2024, I called ****** to use the gift card for park tickets. I was told by the ****** representative that most of the gift card had been used, and the authorization number on the back of the gift card was not valid (missing numbers). ****** stated that I must contact Publix. On May 8, 2024, I contact Publix Corporate offices and filed a complaint. I was told that the store manager would contact me. On May 9, 2024, the store manager--Alex--contacted me and obtained my information. He stated that he would put in a ticket to corporate. Weeks passed with no response. I left messages for the store manager on May 29th and June 24th. No return phone calls. I called corporate on July 2nd and was told that the store manager would immediately return my phone call, as they had processed my complaint. As of today--July 29, I have yet to hear back from the store manager. I have contacted my credit card company to no avail. Publix sold me a ****** gift card that was fraudulent, and they have not resolved my complaint. I request a full refund of the $200 purchase price of the Gift Card. I have noticed that since my complaint, Publix has put up warning signs next to their gift card kiosk regarding fraud. That's great for future buyers but has not helped me, who is out $200 and Publix not accepting responsibility. If this is such a problem, they should have all gift cards behind the customer service area.

  Business response

  07/31/2024

  BBB Case #********: *************************************. We received the BBB case above from ************************ on 7/29/2024. We apologize for any inconvenience he experienced. We appreciate ************************ taking the time to share his comments with the BBB and we appreciate the trust you have placed in us to address his concerns. We forwarded the concerns to our Assistant Store Manager who replied on 7/30/2024 with the following:
  
  "I have spoken to our customer, ************************, and resolved his issues with the gift card. 
  
  Thank you,
  ***********************
  Assistant Store Manager 1447"
  
  If ************************ has any further concerns, questions, or other feedback, we hope he will reach out to Publix directly to allow us the opportunity to resolve the issues quickly. We also hope that ************************ will allow Publix to continue to serve his grocery needs.

  Customer response

  07/31/2024

   
  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

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have unfortunately been out of the Voquesna for over 1 week now. I woke up vomiting last early Thursday morning. And continued vomiting after every meal until Saturday mid-day. On Friday afternoon the diarrhea started. I missed work on Thursday and Friday due to my symptoms! *** been trying unsuccessfully to get a prescription for Voquezna 10mg from my pharmacy. My abdomen hurts so much right now and I have an incredible amount of gas that trying to work seems impossible. Im at a loss as what to do next. Publix pharmacy has really dropped the ball on this one and after all the back and forth c*** with them they finally realize that the med I need the most is out of stock and must be ordered! Im so frustrated and and extremely uncomfortable that Im not sure what to do next. I REALLY need that medicine but I dont have a way of getting it. Can you please help me? I have repeatedly asked my Publix pharmacy for a refill of my medication but they have come up with several different excuses as to why they couldnt fill the prescription such as needs prior authorization but they failed to contact me or my doctor to tell someone, I had reach out to the pharmacy myself after a few days to see why my medication wasnt ready for pick up. So I contacted my doctor and they had a PA done with in a couple of days. Then I had to ask again for the refill and this time they said they were again waiting for my doctor to confirm the directions for my medication which my doctor knew nothing about and after finally getting that sent over to their liking they finally discovered that my med wasnt even in stock!!! Im still waiting for my medicine!! Im trying to avoid going to the hospital because Im in so much pain with my stomach all because Publix pharmacy cant seem to communicate well with anyone!!

  Business response

  07/23/2024

  BBB Case #********: *****************.  We received the BBB case above from ************ on 7/22/2024. We apologize for any inconvenience she experienced with our pharmacy. We appreciate ************ taking the time to share her comments with the BBB and we appreciate the trust you have placed in us to address her concerns. We forwarded the concerns to our Pharmacy Supervisor who replied on 7/23/2024 with the following:
  
  "I called the customer on 7/22/24 with no answer then left her a voicemail on 7/23/24 at 12:15 pm.
   
  ************ had previously had a prescription request for this medication that failed earlier this year. The pharmacy worked on the request again. The pharmacy had ordered the product and it came in on 7/22/24. **************** physician cancelled the prescription electronically on 7/22/24. I had the pharmacy try to process a prescription again for ************ and they got a rejection that it had been filled 7/22/24 at another retailer already. I will have the pharmacy team keep this medication in stock for 1-2 months to ensure if she needs it again we have it for her.
   
  Thank you,
  ***** ************************* | Pharmacy Supervisor  Pharmacy Operations
  Publix Super Markets, Inc."
  
  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 allow Publix to continue to serve her pharmacy needs.

  Customer response

  08/02/2024

  All is fine now. I received samples from my gastroenterologist and they sent a new prescription to an out of state pharmacy from ***** that was kind enough to overnight me the medication. Thanks 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested two Mega Million Lottery tickets and two Powerball Lottery tickets, the cost $8.00. I gave the cashier a twenty dollar bill. She gave me the lottery tickets and $2.00. I asked her where's my $10.00? I gave you a twenty dollar bill. The cashier said I gave her a $10.00 bill. I said no I gave you a $20.00 bill. Another employee counted the money in the drawer and said there was no overage. I said the employee who counted the money talked to other people while counting the money so she must have not counted it correctly, how can you count money and talk to someone at the same time. When the cashier wrong up the sale she must have typed in $10.00 and not $20. I then told her I want to see a Manager. The Manager came over and said the camera showed $10.00. I told them the cashier lied and they refused to give me $10.00 they owed me. Very disgusted and disappointed they have a cashier that is a thief. The ****** probably rang up $10.00 so she can keep the $10.00 she owes me.

  Business response

  07/18/2024

  Re: BBB Case #********, ************************;
   
  We received the above concern from the BBB on July 15, 2024. We apologize for any inconvenience **************** experienced in our store. **************** contacted Publix previously for resolution to her concerns.
  
  We shared the information submitted with the store management team. Store associates do not have the ability to email externally; however, below is the response provided by our store management.
  
  Dear ****************,
  
  Thank you for sharing your experience with us. We appreciate your feedback and apologize for falling short of our premier customer service standards, which are a cornerstone of our company's reputation and a key differentiator from our competitors. 
  
  We attempted to call you several times but were not able to speak with you.
  
  We take your disappointment seriously and would like to apologize in person and make amends. Please contact me or Assistant Store Manager ************************* at your earliest convenience to discuss resolving this. You can reach us directly at ************** or by asking for us when you are in the store next. We look forward to meeting you soon.
  
  We appreciate your patience and understanding. We sincerely thank you for shopping at Publix. We know you have a choice when it comes to selecting a supermarket, and we appreciate your having shopped at Publix. We hope you will give us another opportunity to regain your trust and confidence, and that you will again find shopping at Publix a pleasure.
  
  Sincerely,
  
  *********************
  Store Manager, Store #****
  ************* Publix
  ***************
  
  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 accept this resolution and continue to allow Publix to serve her family's grocery needs.
  
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Publix ******************************* 0712/24 Amount paid $20.39

  Business response

  07/23/2024

  BBB Case #********: ***************************. We received the BBB case above from ************** on 7/12/2024. 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. Assistant Store Manager ******************* replied to let us know that on 7/15/24 and 7/16/24 he called ************** but was only able to leave a voicemail message. As of today, she has not returned his calls. 
  
  We do hope ************** will reach out to the store in order to have her concerns resolved. In future, if she 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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 5, 2024 I reported thru the Publix website that their deli Macaroni Salad gave me food poisoning, case number provided below. I received a reply yesterday (July 8) that the case would be escalated. I returned the product to the store this afternoon and told the person at ***************** ****, that it gave me food poisoning and should be tested. No response. I asked him if he heard me. He said food poisoning? as he kept typing. I asked if it would be tested. He laughed and said I dont think we can do that. I said it really isnt funny. He said I can give you $3. Very generous of him considering that was the sale price. I had stomach pains that were so excruciating, I felt like I was going to pass out, as well as EVERY other symptom of food poisoning. Its bad enough Publix doesnt take incidents of food poisoning seriously, but for a **************** Representative to first ignore, and then laugh at a Customer reporting it, is incomprehensible and disgusting. Should anything like this ever happen again, Ill know to call the ***** instead of wasting my time thinking Publix might actually care.

  Business response

  07/17/2024

  Re: BBB Case #********: **************************;
   
  We received the above concern from the BBB on July 10, 2024. We apologize for any inconvenience **************** experienced. **************** contacted Publix previously for resolution to her concern. 
  
  We shared the information you submitted with the store management team. Store associates do not have the ability to email externally; however, below is the response provided by your store management.
  
  Dear *******************************,
  
  We at Publix always focus on providing high quality products and providing premier customer service. I'm sorry we didn't live up to that expectation in this circumstance. I have followed up with my customer service staff team about the importance of always providing premier service. We could have handled this situation better. 
  
  I would like to extend a $50 Publix gift card to you. The next time you are in the store, please stop by customer service and ask for me or ********************** Manager ************************* so we  can provide the gift card to you. 
  
  If there is anything else we can do for you please let us know when you are in shopping or call us at the number below. We would be happy to assist you.
  
  Sincerely,
  
  *******************
  Assistant Store Manager
  Publix at ****************************************** #****
  ************
  
  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 accept this resolution and continue to allow Publix to serve her family's grocery needs.

  Customer response

  07/17/2024

   
  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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im outside vendor for Canada Dry a few age I was in the store I got there kindly late do to heavy load: When got I started pulling my birds to work: grocery manager didnt say good afternoon or nothing he came to me with nasty look and told me you cant come this late: I kindly explain to him why I was late his response was not my problem he say it in a very nasty way: Im not sure what going on but he cant talk people like that I my supervisor about the issue and it seems nothing happened: Every time I go I get the nasty look and they are not very nice: please look into this matter unfortunately I have to there today to service the store

  Business response

  07/09/2024

  BBB Case #********: ***************************. We received the above BBB case on 6/27/2024. **************** 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 6/28/2024 we sent **************** an email to request the store location where the concerns took place. 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 Publix directly to allow us the opportunity to resolve the issues quickly.

• 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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The clerk at the Publix Pharmacy drive thru window opened the ziploc type bag to put the cash register receipt inside the bag. Ive used Publix Pharmacy for ************** always place the receipt outside the bag. He then put the bag wide open into the sliding dispensary drawer and slid it to me. I reached for the bag & a bottle of pills fell to the driveway. I had to move my car to try to retrieve the bottle but it got crushed by the tire causing most of the pills to spill out onto grease spots on the driveway. I gave the broken bottle back & asked for a replacement. The pharmacist, ***, said Im giving you a new bottle with a new label, but I am not refilling this prescription. He had scooped the 13 (out of 30) into another bottle by hand. The pharmacy always pours pills from a large bottle onto a plastic tray with a spout & counts out the amount needed with a stainless steel flat metal tool.I explained to him that the clerk had caused the medications to spill out of the drawer and out of the bag. He said I will not refill this prescription. My child is on social security disability and ******************* I cannot afford to pay cash to buy him this medication and l cannot give pills handled without standard sanitary precautions to my child. The list price of this prescription is $545.08.

  Business response

  07/09/2024

  BBB Case #********: ***********************. We received the above BBB case on 6/27/2024. ************** had not contacted Publix Corporate Offices for resolution prior to contacting the BBB. We apologize for the issues ************** experienced with our pharmacy and we take these concerns seriously. In order to assist her, on 6/28/2024 we sent ************** an email to request the store location where the concerns took place. To date, she has not responded to us to provide the requested information. We look forward to addressing her concerns should she decide to contact us. 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 and pharmacy needs.

  Business response

  07/10/2024

  BBB Case #********: ***********************. 
  
  We received the above BBB case on 6/27/2024. ************** had not contacted Publix Corporate Offices for resolution prior to contacting the BBB; however, per new information (see below), her son's other mother did contact Publix. Again, we apologize for the issues ************** experienced with our pharmacy and we take these concerns seriously. 
  
  ************** responded back to our request for the store location on July 9, 2024 at 18:16. She stated she did include the store location in the BBB complaint, she also stated she contacted Publix about this issue on previous case *******. She stated this time that the store was the one in Cullman, AL, (Publix Store #****). She included information in her response that she spoke with Pharmacy Supervisor *********************** and "he apologized for what had occurred at the Publix Pharmacy in *******, *******, and said that he was obtaining a new refill prescription for her son. ****************** was on vacation this past week so he was not able to follow up with **************. When she attempted to call him and found this out she spoke with a covering Pharmacy Supervisor."
  
  We reviewed her response to us and the BBB complaint again in case we missed the store information and still did not find that listed. We also reviewed the case number she provided and it was not in ****************** name but in the name of another women who also claimed the same issue with "her son's medication". That case also had a different phone number on it from the information in ****************** BBB concern so we were not able to locate that case  based on ****************** initial BBB contact to us.
  
  We appreciate ************** responding and providing the information so we could review this issue. According to the response she sent to us she has spoken to two different Pharmacy Supervisors who are resolving this already for her. We also saw the response on the other lady's case that claimed to be the son's mother that ****************** left a voicemail for her to contact him about the resolution. We encourage ************** to call ****************** so that he can finish resolving this for her son.
  
  If ************** has any further concerns, questions, or other feedback, we hope she will reach out to her store and 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 grocery and pharmacy 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,
  
  *******************************

*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. ↩