ComplaintsforPublix Super Markets Corporate Office

Grocery Store

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Initial Complaint
10/31/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Publix continually portrays items for sale online and in store that they are not sourcing nor have any idea when they will source. There is no pandemic to blame for supply chain issues. Their deli department just perpetually posts out-of-stock apologies on packaged processed products such as carrot-raisin salad or egg salad when the deli manager has no information from their warehouse when or even if the products will be stocked......"it will eventually stock" is their response to inquiry. Such poor business practices mislead customers and represent false advertising. If the product is no longer available......DO NOT ADVERTISE IT!
Business response
11/04/2024
BBB Case #********: **** *********. We received the above concern from the BBB on 10/31/2024. We apologize for any inconvenience Mr. ********* experienced with our store.

Mr. ********* contacted us directly on 10/31/2024. He was provided with the information below regarding upgrades that are taking place with all of our Deli Salads. He informed us that he understood and was satisfied with the information his Publix store management provided to him.

"We apologize for not being able to get the Carrot and Raisin Salad you've been requesting. Many of our area's Publix stores are suffering from the same shortage. This began with a recent label upgrade for our Deli Homestyle salads. So as not to deplete the stores of all of our homestyle salads at once, the label upgrade took place incrementally, and the Carrot and Raisin Salad is the most recent casualty. Other Deli Salads will follow suit as they work to complete the label upgrades on all of our Deli Salads."

Our store apologized for the out-of-stock issues while this required upgrade was taking place. In the meantime, impacts from Hurricane ****** and Hurricane ****** also took place. Our store followed up with Mr. ********* again, apologizing for being out of stock due to inventory issues at the warehouses due to the effects of the hurricanes and the continued upgrades to the labeling of the Deli Salads, which was delayed by the hurricanes. Again, Mr. ********* told the store management he understood. The store management offered Mr. ********* his first order at no charge once they had the items in stock.

We hope that Mr. ********* will contact the store directly with any concerns or other feedback he has since he appears to tell them he understands any issues that have come up when he speaks with them. We hope he will also take them up on their offer of his first order at no charge once the items are in stock. To do this, he just needs to speak with the Store Manager or Assistant Store Manager when shopping. They look forward to assisting him.

We appreciate Mr. ********** understanding as we work through this change and hope he will contact the store directly for any other ways we can improve his shopping experience.
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
************************************************************ 1.2 mi ************** Open Closes 10 PM More **************** do not restock items. I had to drive 15 miles to ****** to buy hand wipes,, I bought all of the hand wipes at Publix 2 months ago and they never restocked. They also do not restock batteries. i tried to buy a CR2025 and no stock. This store is the worst I have ever been to and I have lived and shopped at over 20 publix stores over 20 year and this is the worst example of how a store should be run
Business response
11/06/2024
BBB Case #********: **** *******. We received the above concern from the BBB on 10/29/2024. We apologize for the issues Mr. ******* experienced with our store. He had not contacted Publix before contacting the BBB. We forwarded his concerns to the Assistant Store Manager who replied on 11/05/2024 with the following:

"I just called our customer, **** *******, and spoke with him about the opportunities he experienced at the store regarding the out-of-stock position of the two items mentioned below.

I apologized for the inconvenience and informed him that we have 8 CR2025 batteries on the shelf at the moment and would be more than happy to hold them for him if he would like. I also informed him that the Wet Ones Wipes he is asking for have been a warehouse cut since 9/20 and that if he would like, we would be more than happy to call him the next time we receive a case. **** politely declined and thanked me. I assured him that if he needs anything in the future, do not hesitate to reach out.

Thank you,
***** P. ******
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 continue to allow Publix to serve his grocery needs.
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/26/24 /, around 7:00 pm my brother (**** *****) and I (******) were physically assaulted by an employee at the *************************************************************************************. Shortly after returning home I called the store speak with the manager to request the employees and manager names and employent information. I was denied the request. When I informed the manager that I would need a copy of the video surveillance, he stated that they would review it and that i should call back the following day and speak to *** the manager.
Business response
11/06/2024
BBB Case #********: ****** *****. We received the above concern from the BBB on 10/28/2024. We forwarded it to our ************************** for resolution. They replied with the following: I called and left a message for Mr. ***** on 11/4/24. He has not returned my call. If he calls, I will speak to him and address this incident. There is video footage of this incident, and it has been retained.

Sincerely,
***** St. ************************************************************
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received a prescription on ****** on Monday evening oct 21 rx was for 10 when I got it home only 8. When I brought it up to pharmacist she said their inventory was correct. Fact there were 8 and I have a *********** should check your cameras to see if someone possibly skimming on the side I have heard of other stories from Groveland store.Its not that big of a deal for me other than I got ripped ******* have cameras everywhere in the ************************** need to check them.
Business response
10/31/2024
BBB Case #********: ******* ******. We received the above concern from the BBB on 10/23/2024. We apologize for any inconvenience Mr. ****** experienced with our pharmacy. Mr. ****** did not contact Publix previously before contacting the BBB. We forwarded his concerns to the Pharmacy Supervisor who replied on 10/28/2024 with the following:

"I followed up with the pharmacy team and we have not been able to confirm that his prescription was shorted. All the initial steps taken do not point to any type of mis-count for the prescription. I called the customer but had to leave a voicemail. I left my name and phone number and asked Mr. ****** to give me a call back so we could discuss his claim in more detail. If the customer calls back, I will follow up with him accordingly to discuss his concern.

Thank you,
***** ******, PharmD
Pharmacy Supervisor
***************** | Publix Super Markets, Inc.
P:*********************"

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 continue to allow Publix to serve his pharmacy needs.
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have shopped at the *********************************************** store since 2015 but no more. The meat department never has advertised sale items 50% of the time I go there. Since yesterday I went 3 times at three different times of day for a BOGO greenwise boneless chicken breast. This meat department is out of advertised items 50% of my visits. I learned to not shop until I go to meat department first and 50% of time I leave empty handed. The manager is totally unaware of the issue here which shows he is not at the top of his game because he would be going around the store making sure they have product for customers during advertised sales. I spoke to the employee of the meat department and told me he has worked at other Publix stores and none had this problem and he shook his head and acknowledged the problem. This meat department manager needs to be demoted and retrained and someone else promoted to this meat manager position. This is a critical problem with this store going on for well over a year. The falsely advertise products on sale then regularly month after month don't have them. May I suggest you close this store and lease it to ****'s because that is where I will be shopping now. Imagine all the time, gas and frustration this Publix location causes it's customers.
Business response
11/01/2024
BBB Case #********: ***** *******. We received the above concern from the BBB on 10/23/2024. We apologize for any inconvenience Mr. ******* experienced with our store. Mr. ******* did not contact Publix previously before contacting the BBB. We forwarded his concerns to the Store Manager. Assistant Store Manager ******* ***** replied on 10/31/2024 with the following:

"I tried to contact our customer, ***** *******, this morning and was unable to reach him. I left a message including our phone number and invited him to call to discuss his concerns.

Thank you,
******* *****
Assistant Store Manager | Store #****
Shoppes at ************** | ************"

We hope Mr. ******* reaches out to our store management so his concerns can be resolved. If he 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 continue to allow Publix to serve his grocery needs.
Initial Complaint
10/21/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear Publix Management,I am writing to raise concerns about the online order processing at your ***********, ** location (********************************************). Recently, my online orders have not been processed consistently, and when they are, they are often delayed beyond the promised time. This has been an ongoing issue, and it seems like the deli may be short-staffed or not paying adequate attention to online orders.These delays have caused repeated inconvenience, which is disappointing given the high standards I associate with Publix. I hope you can address the staffing and responsiveness issues to improve the overall online ordering experience at this location.Thank you for your attention to this matter.
Business response
11/01/2024
BBB Case #********: **** ********* We received the above concern from the BBB on 10/22/2024. We apologize for any inconvenience Ms. ********* experienced with our store. Ms. ******** did not contact Publix previously before contacting the BBB. We forwarded her concerns to the Store Manager. Assistant Store Manager **** ****** replied on 10/31/2024 with the following:

"I have attempted to contact our customer, Ms. ********* three times. Each time I received a message stating that the wireless customer was unavailable so I was not able to speak with her at this time.

Thank you,
**** ******
**************************************** Store 1640 Ph: **************"

If Ms. ******** has any further concerns, questions, or other feedback, we hope she will reach out to her store management Publix directly to allow them the opportunity to resolve the issues quickly. We also hope that Ms. ******** will continue to allow Publix to serve her grocery needs.
Initial Complaint
10/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 5th, 2024, I visited the Publix located at ***************************************************************, and purchased a large wrap platter. Upon receiving the platter, I addressed my concern to one of the managers, *****, noting that the tray did not appear to contain the expected ***** servings. ***** suggested to open the tray and count the wraps individually, and further to say I could purchase additional wraps if needed.I am disappointed that Publix did not uphold its pledge and promise of quality. I have purchased large wrap platters in the past and have never received such a small quantity. I also believe ***** could benefit from further training in customer service, as the situation was not handled with the level of professionalism I expect from Publix.
Business response
10/18/2024
BBB Case #22385993: Quinetta Robinson. We received the above concern from the BBB on 10/06/2024. We apologize for any inconvenience Ms. Robinson experienced with our store. Ms. Robinson contacted Publix previously before contacting the BBB. We forwarded her concerns to the District Manager who replied on 10/18/2024 with the following:

"I have spoken with our customer, Ms. Robinson, and was able to take care of her concerns. She was happy with the resolution and I invited her to contact me in the future with any further concerns she may have.

Thank you,
Kourosh Noorbehesht
District Manager"

If Ms. Robinson 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 Ms. Robinson will continue to allow Publix to serve her grocery needs.
Customer response
10/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22385993, and find that this resolution is satisfactory to me.

Sincerely,

Quinetta Robinsin
Initial Complaint
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Publix has a deal of **** buy one get the other one free! ,However, they put the amount of money you're going to save and it looks like that's the price of the item. The price of the item is never displayed. This is very misleading it is steering you to believe that your are paying for the item The amount you're saving which of course is always less than the price of the item..
Customer response
10/05/2024
I've attached a screenshot of the Publix that I encounter the situation. To be fair, I don't know if all of them have the same practices. Again, the address is: 8250 MILLS DRIVE MIAMI FL 33183 STORE #261

Business response
10/16/2024
BBB Case #22382880: Marianela Hernandez. We received the above concern from the BBB on 10/05/2024. Ms. Hernandez has not previously reached out to Publix with her concerns. We thank Ms. Hernandez for taking the time to share her thoughts and comments with us. Feedback like hers is always appreciated. We sent the following response to her via email on 10/16/2024:

"We apologize for not clearly communicating our recent sale prices. Our intention is to always provide advertising that is clear and concise to enable our customers to identify the value of shopping with us quickly. We have shared your concern with the appropriate departments for further review. We sincerely thank you for your feedback."

If Ms. Hernandez 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 Ms. Hernandez will continue to allow Publix to serve her grocery needs.
Customer response
10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22382880, and find that this resolution is satisfactory to me.

Sincerely,

Marianela Hernandez
Initial Complaint
10/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Greetings,I placed an order on Tuesday (10/1) morning around 8am for a strawberry sensation cake in which I specifically asked for butter cream instead of whip cream or regular icing and I was informed this could be done. Well, upon receiving the cake and bringing it back to the person I got it for birthday they were utterly disappointed and tasted whip cream. I was so embarrased as this ruined their birthday and I spent $25.99 on a cake that she will not eat because she can't eat anything with icing or whip cream on it. She loves butter cream. When I called Publix and spoke to the bakery and advised of my concerns, I was immediately connected to the person who made the cake named ********** who had a smart attitude and seemed to just brush my feelings off and INSISTED she has multiple witnesses that saw that she made the cake, and it has the butter cream on it. She then insisted that I should try the icings they have before purchasing it as if i was slow and was incompetent. I do not appreciate this feedback at all and the level of customer service given to me. Also, another issue that occured in the store (******* *.) I asked her if there are discounts for birthday cakes and her and her rude lady bagger immediately told me NO. Never recommended the birthday cakes you all offer for birthdays just straight no. I will NEVER RETURN to this location ever again and I want my money back to me asap. I do not travel on this side of town so either refund my card NOW and I want a gift card from publix for the lack of help. I had to purchase a new cake somewhere else that cost me $50. So I want the money back that I purchased for this cake $25.99 and $50 for a new cake which included a rush so I cna ensure the birthday is satisfied. You all NEED TO REFUND ME ASAP. $50 for new cake and $25.99 for the cake i paid for and wasted time on. publix location: ********************************************************************************* ************. Store manager: *****
Business response
10/15/2024
BBB Case #********: Nic ***. We received the above concern from the BBB on 10/02/2024. We apologize for any inconvenience Mr. *** experienced with our store. Mr. *** contacted Publix previously before contacting the BBB. We forwarded his concerns to the Store Manager who replied on 10/5/2024 with the following:

"Mr. ***,

Thank you for contacting us. I sincerely apologize for the experience you had with our Bakery department. We appreciate your feedback as it helps us improve. Our goal at Publix is to provide excellent service and quality products to all customers, and I apologize for failing to meet that standard by not fulfilling your cake request. I have addressed this as a training opportunity with both of my Bakery managers, and we will continue to monitor this moving forward.

We received a phone call from your friend regarding the cake. She was trying to speak to *******, who had already left for the day, so she spoke with the Bakery Manager, *******, instead. Your friend wanted to advise ******* to be more careful when taking orders and mentioned that they were eating the cake at the time of the call. We apologized to her and offered to make it right, but she declined.

We are willing to provide a full refund for the amount you paid and the inconvenience we caused you. Since you do not live or shop in this area, if there is a Publix store near you, we can contact them to immediately refund the amount to you, or we can mail you a gift card. Please contact me or my Store Manager, *****, at the store at ************ at your convenience so that we can proceed with your chosen refund option. I apologize once again, and I hope we can make this right for you.

Thank you,
*******-**** *****
Assistant Store Manager, Publix #****
**************"

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 continue to allow Publix to serve his grocery needs.
Initial Complaint
09/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Horrible customer service/experience at the ****************** location **********************************************. The deli here is awful. They always have bad attitudes and never make online orders. Furthermore the manger is horrible ****** needs to be investigated immediately! The store managers arent any better they just offer excuses and free things. I want the same customer service you get from any other location! This whole store needs to be investigated and staff changes need to happen. Most recently I waited almost an hour after my scheduled order time. Nothing but excuses and intentional delays. Always have a bad experience at this location.
Business response
10/08/2024
BBB Case #22362221. Ken Pender. We received the above concern from the BBB on 10/01/2024. We apologize for any inconvenience Mr. Pender experienced with our store. Mr. Pender contacted Publix previously before contacting the BBB. We forwarded his concerns to the District Manager. Store Manager Jeffrey Fritze replied on 10/4/2024 with the following:

"I have spoken to Mr. Pender. We had a productive conversation and he was satisfied with the conversation. He will be coming by for a gift card for his family to reward him for being a loyal customer even when the times are tough.

Thank You,
Jeffrey Fritze
Store Manager/Store 0494
Deshon Plaza / Stone Mountain
770-879-2700"

If Mr. Pender 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. Pender will continue to allow Publix to serve his grocery needs.

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ComplaintsforPublix Super Markets Corporate Office

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