Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Saw on my mobile app BOGO ******* cough drops. First store 1 bag none in stock 2 and 3 store over phone I'm stock get there no stock 4th store no stock after driving 20 mile and 3 phone calls to verify and the deli has no hot fried food in hot case at 5 pm on Saturday waisted time and fuel for an apology can't put fuel in my car

  Business response

  01/30/2025

  Re: Case #********; ****** Moody 
   
  We received the above concern from the BBB on 1/26/2025. We apologize for any inconvenience Mr. ***** experienced in our store. Mr. ***** contacted Publix on 1/27/2025 to resolve his concerns. We forwarded his concern to our district manager for resolution. Below is the District Manager's reply:
  
  Contacted and spoke with this customer on 1/28/2025, resolving the concern.
  
  *** ******
  District Manager
  ************ Division
  *********************** 34
  
  If Mr. ***** 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 Mr. ***** will accept the District Manager's resolution and continue to allow Publix to serve his family's grocery needs.

  Customer response

  01/30/2025

   
  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

  01/11/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been using Public Pharmacy in *********** Game for over 6 months, getting pain medicine that I really need, and today they refuse to fill my prescription without reason

  Business response

  01/23/2025

  Re:  BBB Case #********:  ******* ******.
  
  We received the above concern from the BBB on 1/11/25. We apologize for any inconvenience Mr. ****** experienced in our store. Mr. ****** did not contact Publix's corporate office before contacting the BBB regarding his concerns. 
  
  We forwarded the comments to our Pharmacy Supervisor who replied with:
  
  I called the patient a couple of times, but he did not answer the phone, and he does not have a voicemail set up. I will make one more attempt. I also encourage Mr. ****** to call and speak with the pharmacy manager about his concern. 
  
  Sincerely,
  
  Ame ******, PharmD
  Pharmacy Supervisor | Jacksonville Division
  Publix Super Markets, Inc.| 3300 Publix Corporate ****************************
  
  This e-mail message and any attachments are confidential and contain information intended only for the addressee(s).  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.  Thank you.
  
  If Mr. ****** 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 Mr. ****** will accept this resolution and continue to allow Publix to serve his family's pharmacy and grocery needs.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 1, 2024, I purchased a $100 **** gift card from Publix store number 0547, register number *****. Two weeks ago, I received a call from the recipient because he could not activate the card. We both called the gift card company only to be told the store did not activate the card. I called the store and spoke with the customer service manager who asked me if I had the receipt. I did and immediately went to the store although I was told the store was busy. When I arrived at the store, the manager asked me for the card and the receipt. Id already told the manager the card was given away. During our initial conversation, she only asked about the receipt. Her response was I assumed you would bring the card. At that point, I was frustrated. I was not given a correct or complete response during my initial inquiry. While waiting on resolution, I noticed the receipt had card not activated printed on it. I advised the manager of such to no avail. She gave me a printout, and I left the store. That was two weeks ago. As of today, Publix has taken $107.95 from me, and given me nothing in return. In all honesty, its bordering on theft because Publix knows the card isnt activated, AND still has my money. I have retrieved the card. At this point, refund me or activate the card. Doing neither is unacceptable.

  Business response

  01/07/2025

  Re: BBB Review ID: ****** & ******************** Case ********: ******** Smith 
   
  We received the above review from the BBB on 12/21/2024 and a case on 1/7/2025 with the same information. We apologize for any inconvenience Ms. ***** experienced. Ms. ***** did not contact Publix Corporate Office before contacting the BBB regarding her concerns.
  
  We shared the information the BBB 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.
  
  I called and spoke with Ms. ***** and she will be coming by the store to speak with me and this situation will be resolved. 
  
  *** *******
  Assistant Store Manager
  ************** Publix #***
  **************
  
  If Ms. ***** has any further concerns, questions, or other feedback, we hope she will reach out to her store management or Publix Corporate directly to allow us 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

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/23/24, my PCP sent RX for 3 of my medications to the Publix Pharmacy (PP) at ****** in order to ensure continued care as the holidays can change business hours. I reached out to the pharmacy on 12/27/24, only to be told my doctor had put DNF until 1/11/25. Contacted PCP and sent new Rx. *** had sent correct but was told by PP that it was in their system correct, it was just further back in my file. 12/31/2024, at 10:59am and spoke to PP and was told my refills be done by 5pm. I was happy the hiccup was over and my stress/anxiety would subside! Well, I get notice 2 are ready, so I prepay, sign consent. I had a few food items I needed from Publix. I arrive around 6:30, knowing they close early d/t holiday. I was informed it was needing Prior Auth. Odd, I thought as Ive used PP for the last 3+ years for not only my needs but my children as well. This has been a bump every once in a while, but not since my PCP had completed the paperwork PP required well over a year ago. I picked up two & would just go shop, go home, fix dinner and contact them around 8:30., as 9pm close time. I ALWAYS treat others how I want to be treated and I get Im not the only patient who has needs. At 7:29pm, I received a call stating that PP will not fill my last med as my PCP isnt a certain type of doctor. And the solution I was given was to find another pharmacy and call my PCPs emergency #. I have learned that to be my best me, I have to advocate appropriately when needed. This situation has left me blindsided, upset and frustrated because communication on PP part could have went a long way in preventing the collapse of medical care for myself. I would imagine Im not the only person that this has caused issues for.

  Business response

  01/14/2025

  Re: BBB Case ********: ********************************
   
  We received the above concern from the BBB on 1/2/2025. We apologize for any inconvenience Ms. ******* experienced with our pharmacy. Ms. ******* did not contact Publix Corporate office before contacting the BBB regarding her concerns.
  
  We forwarded her comments to our Pharmacy Supervisor who replied with: 
  
  I researched Ms. ********* comments and found that all three of her prescriptions were, in fact, filled. I called and left her some voicemails asking her to return my calls. When she calls me back I will be glad to discuss her concerns and validate that they are resolved.
  
  Sincerely,
  
  **** ********
  Pharmacy Supervisor
  Publix Super Markets, Inc.
  
  If Ms. ******* 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 Ms. ******* will accept this resolution and continue to allow Publix to serve her family's pharmacy and grocery needs.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep frustration and disappointment regarding my recent experience at Publix Grocery Store on ************************************************************************************************ I shop exclusively only at all Publix grocery stores because how caring and friendly most importantly clean especially? But for this location was not so & in results Ive got food poisoning even after I asked for utensils to be clean in the attached video granted I am trying to keep a good sense of humor and said a few funny things or try to be funny with me being a secret Santa, but I was supposed to say secret shopper , but I was not being funny when I say I do call and contact corporate in regards to how good Publix is, but I was very disappointed on the night before I had to go to work. I stopped to grab me a sub, from the location listed above and was not pleasant, the night of 12/31/24 I bought a sub honey glazed ham and cheese sandwich at the Deli, that the Manager **** had to make for me granite he was overwhelmed with everybody complaining as you will see in the video, but he still took the effort to make my sandwich, but I dont think he was looking properly at what he was doing because now Im sick with food poisoning and I have the picture to prove why his staff was being very rude for management to the deli workers. The video explains it all.

  Business response

  01/09/2025

  
  Thank you for your correspondence dated January 2, 2025 in regards to event EV2025882805.
  
  Ms. ***** indicated on 12/31/2024 she purchased a honey turkey sandwich, chips, drink, and strawberry cake from Publix Supermarkets. Ms. ***** indicated she consumed half of the sandwich that evening and felt sick on 1/1/2025. Ms. ***** stated that she continued to feel ill and sought medical treatment on 1/4/2025. 
  
  Publix requested the product to be returned for inspection; however, Ms. ***** indicated that it was thrown away. Publix was not afforded the opportunity to inspect the product, nor does Publix have any knowledge of what food(s) was consumed prior to or after consuming the product. At this time, Publix has no objective evidence to support any illness or discomfort is associated with the consumption of the products purchased on 12/31/2024. In addition, no other similar product complaints were received in the weeks after or leading up to the alleged incident. 

  On 1/9/2025 a Customer Relations Gesture was offered to Ms. ***** to make up for the negative experience that she associates with the products purchased from the store; however, she has declined to accept at this time.

  We will continue to work towards an amicable resolution in hopes we can resolve her concerns. 

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Publix stop filling my prescription at the store after it was resolved by regional manager.I would like *** the regional manger for Publix pharmacy for store ********************** shopping center to return my call about an issue that is on going few months ago Publix stop filling Telehealth prescriptions they filled the prescription and said that would be the last time they would fill it at that point I reached out to **************** they had the regional manger on the same day he called me with in a couple of hours, we resolved the issue and he called over and told the pharmacist that it would be okay to fill the prescription moving forward, but two months later I'm having the same problem I moved from ************** to ********** where I have but filling my prescription for the last 3 years it's the same Doctor from *******, ************** and that I have used for about ten years the only difference is I been doing thru Telehealth so I would have to drive an hour each way to see the doctor in person as I have been with. I called customer service again to reach out to *** to help resolve the issue again but this time no call back it's going on two weeks now and medication goes unfilled. At the store in Boca they said I would have to change doctors or drive to his office or Publix won't fill the necessary medication. I had no choice but to make this complaint

  Business response

  01/13/2025

  Re: BBB Case ********: ****** ****** ****
   
  We received the above concern from the BBB on 1/2/2025. We apologize for any inconvenience Mr. **** experienced in our pharmacy. Mr. **** did not contact Publix's corporate office before contacting the BBB regarding his concerns. 
  
  We forwarded his concern to our pharmacy supervisor who replied with: 
  
  "The patient was contacted and informed that the pharmacy would be filling his prescriptions."
  
  If Mr. **** has any further concerns, questions, or other feedback, we hope he will contact his pharmacy management or Publix directly to allow us to resolve the issues quickly. We also hope that Mr. **** will accept this resolution and continue to allow Publix to serve his family's pharmacy and grocery needs.

  Customer response

  01/13/2025

   
  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. The only thing is I did contact Publix CS the second time but never got a response that is the only reason I reach out to BBB. Yes I could have called again to say this time I'm reporting this to the BBB but said that CS should have forwarded my message to be called back. Thank you for resolving the issue. I look forward to a long relationship with Publix
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today, on 12/26.2024, I shopped at Publix located at *******************************************. While shopping, I picked up Natalies Tangerine, which was clearly labeled on the shelf as $6.79. However, when I checked out, I was charged $7.49 for the same item.This discrepancy in pricing is misleading, and I believe its important to ensure that the prices on shelves match what customers are charged at checkout."

  Business response

  01/03/2025

  Re:  BBB Case #********: ****** *****.
  
  We received the above concern from the BBB on 12/26/2024. We apologize for any inconvenience Mr. ****** ***** experienced in our store. Mr. ***** did not contact Publix before contacting the BBB regarding his concerns.
  
  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.
  
  I spoke with the customer on 12/27/2024. I apologized for the product ringing up incorrectly and told him that we would be happy to honor our Publix Promise and refund his money at his earliest convenience. He was thankful for the call and happy with the resolution. 
  
  Sincerely,
  
  **** ****
  Store Manager, Store #****
  ****************** Publix
  ************** 
  
  If Mr. ***** 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 Mr. ***** will accept this resolution and continue to allow Publix to serve his family's grocery needs.

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My names is ****** *******. On December the 24th 2024 I decided that I could not afford Christmas and I wanted to have some kind of food for my kids and I .I made a order approximately 9 am in the morning. I looked on the app and it already took my money and everything . I called several times and I was told that my order wasnt filled and that i would need to keep calling back to speak to someone. After playing phone tag by 7:16 am a lady answered and told me she didn't have an order . Then she put me on hold for 15 mins and then came back on and gave me a number to call . I called it and no answer. I called her back and she said oh yeah they are closed. She then handed it to her manager . I then explain to her that I was wanting to know about my order as I had nothing to eat at my house and I needed to know why I wasn't given the number earlier so I can get my money back to then get my food. She says oh I'm sorry . I said we have no food and your employees didn't handle that very well . I am floored because if I had food that would of been fine but I told her I took the lady off what I have and she then say oh well not her problem . So now I am reporting it I ALSO DID TELL HER THANKS FOR RUING MY CHRISTMAS. NOT HER PROBLEM . I WILL MAKE SURE IF THIS IS NOT HANDLED HERE I WILL GO HIRE SO THAT THIS WILL NEVER HAPPEN TO ANYONE DISCUSTING !!! IF I WOULD OF GOTTEN THE NUMBER THE FIRST TIME I CALLED AND TOLD TO CALL THEN I COULD OF HAD SOME KIND OF FOOD. THIS IS SO DISCUSTING HOW THE MANAGER ACT. I KNOW SHE WILL SAY THAT NEVER HAPPENED BUT I HAVE THE RECORDS OF ALL MY CALLS AND I DARE YOU TO LOOK AT THE CAMERAS

  Business response

  01/08/2025

  Re: BBB Case #********: ****** *******.
   
  We received the above concern from the BBB on 12/25/2024. We apologize for any inconvenience Ms. ****** ******* experienced. Ms. ******* did not contact Publix Corporate office before contacting the BBB regarding her concerns. 
  
  We needed additional information to try to resolve her concern. We sent the following email to her on 12/27/2024 at 12:13. To date, she has not responded, so we cannot assist her.
  
  "Thank you for taking the time to contact the BBB. They contacted us with your comments. To process the BBB 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 anyone you spoke to 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. You mentioned placing an app order. What is the order number? Do you have a copy of the order you can provide us?
  5. Was this a Curbside pick-up order, delivery order, or In-store pickup order?
  6. Please provide us with the specific store location (e.g. store number or full address) where you ordered. Our company website "store locator" provides location information. Attached you will find a website link to it: *****************************************************;
  7. 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."
  
  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

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-11-2024, I was at publix ************************************************* at approximately 6:45 pm. I waited patiently in the hot food line. When it was my turn, I requested 2 8 piece dark chicken boxes. I was told that they only had 'mixes', I didn't want thar. Instead of arguing with the associate, I went to ***************** explained what happened received a quizzical look. I then requested a supervisor. Once the manager/supervisor came, I believe his name was ******, iasked what time does this section close, and then again explained what happened. Once again another confused look. I requested the items that came in for. I thought the situation was handled. A few minutes after 7, I go back over by the hot food and wait again patiently. I watch customers get attention, order their food, and leave. Meanwhile, I'm still waiting patiently for 2 boxes of chicken. At 7:46 I call my husband, and let him know that I still do not have dinner as no one has said anything to me about my order. I then ask the person behind the counter - App, about my food. He looks confused then walks around, finds my order that has been sitting there for God knows how long. I left the cold food and return to customer service to inquire about a district or regional contact to complain. For over a decade, whenever I visit publix I have never had an issue with getting my order hot and fresh. I have been and am willing to wait 30 to 45 minutes, even longer for fresh hot food. My family does not eat or want white meat. My experience definitely was a very poor experience and is not one that I am used to while shopping at publix

  Business response

  12/17/2024

  Re: Case #********; ***** *****
   
  We received the above concern from the BBB on 12/12/2024. We apologize for any inconvenience Ms. ***** experienced in our store. Ms. ***** did not contact Publix before contacting the BBB regarding her concerns.
  
  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.
  
  I spoke with Ms. ***** on 12/17/2024. She will be in tomorrow or Thursday for 2 complimentary 8 pieces of dark meat chicken. She will call prior to arrival to ensure that the chicken is ready when she arrives. 
  
  She was satisfied with the resolution we discussed.
  
  Sincerely,
  
  Will ****
  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

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer of ********************** on ************** in *********** Tenn. for several years. I shop once or twice a week and spend a small fortune each month. My mother asked me to go buy gift cards to give to her grandchildren for Christmas. I was treated like a criminal by the lady at customer service and by manager *****. I was told I would not be allowed to purchase the cards today and he suggested that " I do it in smaller increments in the future". Then he told me I would need to come back after work and fill out a bunch of paperwork before I could purchase. Publix sure doesn't have a problem with me buying over ********************** groceries a week. I am a family NP and work for the local University, my husband has been in business in *********** for over 30 years. Do I really fit the profile of a scammer? This is unacceptable to be treated this way and I will never step foot in this store again.

  Business response

  12/17/2024

  Re: Case #********: ****** Lafferty 
   
  We received the above concern from the BBB on 12/10/2024. We apologize for any inconvenience Mrs. ******** experienced in our store. Mrs. ******** did not contact Publix before contacting the BBB regarding her concerns.
  
  We shared the information the BBB 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.
  
  We tried calling Mrs. ****** ******** three times on 12/13 at 2:20 p.m., 12/13 at 5:15 p.m., and 12/14 at 4:50 p.m. We left voicemails each time. As of 12/17/2024, we still have not heard back from Mrs. ************************* she would call and ask for me or for Store Manager ***** *********** we would appreciate the opportunity to address her concern and explain the reason for the questions she was asked regarding gift card purchases. We look forward to speaking directly with her soon.   
  
  Sincerely,
  
  *** ********
  Assistant Store Manager
  ********************** 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 Mrs. ******** will accept this resolution and continue to allow Publix to serve her family's grocery needs.

*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. ↩