Complaints

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

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• 

  Publix Super Markets Corporate Office

  PO Box 407 Lakeland, FL 33802-0407

• 

  Publix

  7764 Normandy Blvd. Jacksonville, FL 32220

• 

  Publix

  9964 Old Baymeadows Rd Jacksonville, FL 32256

• 

  Publix

  Blanding Blvd Jacksonville, FL 32207

• 

  Publix

  1014 N Main St Gainesville, FL 32641

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received faulty 200 **** gift cards from publix one was 130 and other was 70 and they did not work. **************** said dispute with bank but this did not work and now I would like contact by corporate to resolve this issue

  Customer Answer

  Date: 06/16/2025

  Yes the item was purchased at Publix and was faulty/not as described

  Customer Answer

  Date: 06/16/2025

  Original receipt was lost this is the receipt Publix gave me as a replacement

  Business Response

  Date: 06/25/2025

  Re: Case #23467758: Kristian Hayward
   
  We received the above concern from the BBB on 6/17/2025. We apologize for any inconvenience Ms. Hayward experienced with the Uber gift cards. Ms. Hayward did not contact Publix Corporate office 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 our store management.
  
  Assistant Store Manager (ASM) Mayrelis Moxam spoke on the phone to Ms. Hayward on Sunday, 6/22/25. The ASM informed Ms. Hayward that she needed to return to the store with the gift cards and/or receipt and we could complete a research tracer for the gift cards that are claimed to have been empty. This is the process that we would use for any customer with this concern. Ms. Hayward has not yet returned to the store with the gift cards. She filed the BBB complaint nearly a week before notifying the store of the issue.
  
  I searched and found the transaction for Ms. Hayward. Her purchase was almost two months ago on April 25, 2025. I submitted the research tracer on her behalf, as is standard protocol, to research the gift card concerns. Typically, it takes roughly two weeks to hear back from the tracer as it has to go to the issuing company that owns the gift cards, in this situation Uber. At the point that they reply, we will reach out to Ms. Hayward and inform her if Uber approves the refund or not.
  
  Sincerely,
  
  Joe Baker
  Store Manager, Store #1506
  Britton Plaza Publix
  (813) 835-1280
  
  If Ms. Hayward 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. Hayward will accept this resolution and continue to allow Publix to serve her family's grocery needs.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,The lack of a single full-service grocery store in *********, ******* is unacceptable and deeply troubling. When the northside of metro Atlanta is saturated with options and yet the southsidespecifically Hapevilleremains completely neglected, the implications are clear: this is a case of economic redlining and systemic disregard, rooted in racism.********* is not some remote, unpopulated town. It is the home of Deltas global training center, Porsches North American headquarters, and is rapidly expanding with new developmentsmany of which are half-a-million-dollar homes and condos. Delta alone brings in a revolving door of pilots, flight crews, and trainees, while the airport just five minutes away sustains dozens of hotels filled with guests in need of basic amenities, including access to fresh ******* claim that there arent enough people to sustain a grocery store is not only disingenuous, its insulting. The truth is, there has been no will to invest in ********** growth the way other, predominantly white areas have been prioritized. That is discriminationplain and simple.This issue is long overdue for correction. We are demanding equitable infrastructure in *********, starting with a grocery store. Communities on the southside deserve the same access to food, resources, and dignity as those in ********, **********, or *******************This is not a request. Its an expectationone long ignored, but no longer tolerable.Sincerely,**** ******

  Business Response

  Date: 06/23/2025

  Re: Case #23464299: Tara Denman
   
  We received the above concern from the BBB on 6/13/2025. We apologize for any inconvenience Ms. Denman experienced with wanting a store in her area. Ms. Denman contacted Publix's Corporate office previously for a resolution to her request before contacting the BBB regarding her comments. 
  
  We forwarded the comments to our Real Estate department for resolution. They emailed Ms. Denman the following: 
  
  "Dear Tara,
   
  Thank you for your email and for passionately advocating for Hapeville. We understand your frustration with the lack of a full-service grocery store in the area and appreciate you bringing this issue to our attention.
   
  At Publix, we are committed to serving communities across Georgia, and Hapeville is indeed on our radar. Our primary challenge in establishing a store there has been finding a suitable site that meets our requirements, including sufficient space for our prototype, adequate parking, and accommodations for truck deliveries. These logistical constraints have delayed our ability to move forward, but we are actively monitoring opportunities in Hapeville and will proceed as soon as a viable location becomes available.
   
  We value your input and will continue to explore options to bring a Publix to Hapeville as quickly as possible. If you have any further questions or suggestions, please feel free to reach out. Thank you for your commitment to your community.
   
  Sincerely,
  David Parry, CCIM
  Real Estate Manager
  Publix Super Markets, Inc."
  
  If Ms. Denman 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. Denman will accept this resolution and continue to allow Publix to serve her family's grocery needs.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was verbally accosted for returning items with a receipt two days after I purchased the item by a manager name ***. He just told me that he did not have to follow the public promised policy and at his discretion could refuse me from returning items that were not appropriate for human consumption.

  Business Response

  Date: 06/13/2025

  Re: BBB Case #********: ***** J. ********
   
  We received the above concern from the BBB on 6/10/2025. We apologize for any inconvenience Mrs. ******** experienced in our store. Mrs. ******** contacted Publix Corporate office previously for resolution to her concerns before contacting the BBB. We forwarded her comments to our district manager for further review. They have responded with: 
  
  "I called and spoke to Mrs. ********* I listened to her concerns. I apologized for any inconvenience we had caused. Also, I let her know that Im not seeing in Teds behavior what she noted to the BBB, but that I will definitely meet with *** and discuss what she is stating. She went on to say that she buys items that spoil in 2-3 days and returns them, including milk and produce/deli items. I told her we would honor refunds, but our store management could deny them when they become abusive. I also let her know that we provide the best quality product, and we cant control what happens once the consumer takes them from the store. Mrs. ******** also stated that she used to get several items but couldnt find them. I assured her I would discuss this with ***. Mrs. ******** was very thankful that I took the time to call. She even stated that she was venting with me and that she appreciates that I invited her back to shop, and we will take great care of her, and thanked her for being the best part of Publix. She thanked me for calling her.
  
  Sincerely,
  
  ***** ***
  District Manager
  Miami ********************************* has any further concerns, questions, or other feedback, we hope she will contact 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.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23444028
  
  I am rejecting this response because it was summed up inaccurately and made to paint me in a false light. Publix is violating the Consumer Protection Act by refusing to return items with receipt and allowing their managers to decide. How is it misuse if they sell you produce that goes bad 1-2 days after purchase. We live 1 block away so highly doubt its an us issue.  This conversation was very much misconstrued.  
  
  Sincerely,
  
  ***** J ********

  Customer Answer

  Date: 06/13/2025

  Not sure how you can resolve with local store when it was *** from Management that was the one screaming at verbally attacking me at the store.  Happy to provide proof of receipt showing items purchased 2 days prior and condition of items.  The truth always prevails.

  Business Response

  Date: 06/18/2025

  Re: BBB Case #********: ***** J. ********
   
  We received the above concern from the BBB on 6/10/2025. On 6/12/2025, our District Manager, ***** ***, has contacted and addressed the customer's concerns to her satisfaction. We advise that if ***** J. ******** has any new concerns or questions, we advise that she speak to a member of her store management team. She is also welcome to contact our ************************ for assistance as well. 

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23444028
  
  I am rejecting this response because: the consumer protection act was violated. There must be accountability not gas lighting.. 
  
  Sincerely,
  
  ***** J ********

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent you a complaint yesterday but forgot to mention that Publix refused to honor their own gift card and I am short over $42.00. I am an elderly, disabled person on a fixed income, and my insurance company provides me with a U Card for some bills and groceries, since I have ******** and ********. I handed the $42.00 gift card to the clerk for a purchase of approximately $64.00 and told her to use that, then handed her my U-Card to cover the balance. She put the entire amount on my U-Card, not honoring Publix gift card. I never authorized her to do that and gave her instructions on how to pay for my purchase. The supervisor ***** refused to fix the problem and wanted to throw me out of the store, since I was crying. I cannot afford to lose any money, and needed that money on my U-Card to pay for surgical supplies needed for a biopsy for cancer. I had to cancel my surgery since I cannot afford those supplies due to the mistake Publix made and refused to correct. I reported this to my insurance company, and they advised me that Publix could have fixed the problem and put the money back on my U-Card. Can you help me fix this so I do not have to die of cancer because of the mistake Publix made and refused to correct. Thanking you in advance for your prompt cooperation in this matter, I remain, since it could be a life or death situation, and an urgent solution is needed.

  Business Response

  Date: 06/18/2025

  Re: Case #23439279; Sondra Newall
   
  We received the above concern from the BBB on 6/9/2025. We apologize for any inconvenience Ms. Sondra Newall experienced in our store. Ms. Newall contacted the Publix Corporate office previously on 6/5/2025 for a resolution to her concerns. Our Store Manager spoke to Ms. Newall on 6/17/2025, and Ms. Newall stated she was satisfied with the outcome of the phone call.
  
  If Ms. Newall has any new future concerns, questions, or other feedback, we hope she will reach out to her store directly to allow them the opportunity to resolve the issues quickly. We also hope that she will accept this resolution and continue to allow Publix to serve her grocery needs.

• Initial Complaint

  Date:06/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ABSOLUTELY DISGUSTING EXPERIENCE EXPIRED PRODUCT AND VIOLENT CASHIER This was by far the worst experience Ive ever had in any store and it happened at Publix.They sold me a product that was 3 MONTHS EXPIRED the date was clearly printed on the package. Yet, instead of a quick apology or refund, I had to spend 10 full minutes arguing with the staff, trying to prove something that was written in plain sight.And it gets worse the cashier named *** completely lost control. He didnt just speak rudely he literally told me to f*ck off and started slamming his FIST on the counter in a fit of rage. The aggression was so intense that my hands started shaking. I genuinely felt unsafe.I asked for a manager (*****) and what did he do? Nothing. He just stood there smiling, offering zero help, no apology, no solution. Just blank indifference while his employee acted like a maniac.This wasnt just bad customer service it was hostile, disrespectful, and totally unacceptable. If you care about being treated like a human being, stay FAR AWAY from this Publix.

  Business Response

  Date: 06/03/2025

  To Whom It May Concern:

       Upon receipt of this concern, I contacted Assistant Store Manager ***** ******* to review the concern. We have some conflicting version of events based on what the customer presented. Here is our account of the interaction:

  * Customer approached our **************** desk and was upset, speaking quickly and loudly. It was difficult for our associate *** to understand him. This made the customer more upset.

  * Another associate ****, approached and was able to better understand the customer's accent and immediately refunded the customers money for the out of date product and apologized. The customer asked to speak to a manager.

  * *** ***** approached the customer and the customer still upset explained what had happened. *** listened, smiled and apologized.

  * *** asked the customer tyo walk with him to inspect the markdown rack to verify the other discontinued items were in date and they were and they also walked to the aisle to check the section. As they walked to the aisle, *** ***** explained the markdown process and that it was unintentional to have items out of date on the shelf. They verified the shelf as well.

  * Customer asked for free products to which the *** ***** explained he had already been refunded. 

  * District manager **** has called the customer and apologized to the customer and has already followed up with a store visit.

  * District Manager ****, coached all managers and associates on how we cold have avoided this incident all together and how we can handle this better in the future.

  Sincerely,

  **** ********

  District Manager Publix Supermarkets

   

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  dangerous food bought

  Business Response

  Date: 05/30/2025

  Re: Case #********: ****** Patrick 
   
  We received the above concern from the BBB on 5/30/2025. We apologize for any inconvenience Ms. ******* experienced. Ms. ******* did not contact Publix's Corporate office before contacting the BBB regarding her concerns.
  
  We reviewed the message Ms. ******* provided the BBB and are unable to ascertain what happened. In order to assist Ms. ******* and try to resolve her concerns we need additional information. We ask that Ms. ******* please answer the below questions and reply with the responses so we can look into this for her.
  
  1. More information about your comments. Please include as many specifics as possible. 
  2. Please include the names and/or descriptions of any associates involved and the department they work in. 
  3. Please include the full name, size, flavor, and, if possible, the UPC/barcode for any products involved. 
  4. Please provide us with the specific store location (e.g. store number or full address) where you shopped. Our company website's "store locator" provides location information. Attached you will find a website link to it: *****************************************************;
  5. Can you provide any other information to help us investigate and resolve your contact with Publix?
   
  If Ms. ******* has any further concerns, questions, or other feedback, we hope she will reach out to her store management directly to allow them the opportunity to resolve the issues quickly. We also hope that Ms. ******* will accept this resolution and continue to allow Publix to serve her family's grocery needs.

• Initial Complaint

  Date:05/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When you order delivery of food products from Publix, they raise the price of the product, on top of the delivery charges. I am disabled, and walking around a supermarket is painfull, but they focus on profit not customers. they use a third party compant, Instacart, to do the deliverys, who charge fees, charges, and expects tips. So, why raise the price of the food. Totaly Un American, and Illegal price gouging. Please help

  Business Response

  Date: 05/27/2025

  Re: Case #********: ******* ******
   
  We received the above concern from the BBB on 5/27/2025. We apologize for any inconvenience Mr. ****** experienced shopping through Instacart for delivery from Publix. He contacted the Publix Corporate office before contacting the BBB regarding his concerns; however, he hung up on the agent attempting to explain how the delivery service, fees, and pricing work. 
  
  We appreciate the BBB reaching out to us on behalf of Mr. ****** regarding prices through Publix Delivery powered by *********. Increased item costs are set by Publix and cover the fee that Instacart charges Publix to shop our locations. Publix does not make any additional profit on ********* orders than if a customer were to shop for the order ************************* themselves. The additional charge for groceries goes to ***************************** fees charged by ********* helps support the Instacart platform and covers a wide range of operating costs, including store shopper operations, insurance, background checks, and customer support. It isnt a tip and doesnt go to the shopper delivering your order but directly to Instacart. Service fees vary and are subject to change based on factors like location and the number and types of items in your cart. You can view the service fee total on every order at checkout. Orders containing alcohol have a separate service fee. Regarding fees involved in Publix Delivery. Service, membership, and delivery fee information can all be found by visiting ************************************************************************, clicking on Publix FAQ under Shop with us, then clicking Delivery & Curbside Pickup, or you may contact the Instacart Customer Experience Line at **************** or ******************.
  
  Mr. ****** also mentioned the delivery driver wanting a tip. Tips are a large part of the income for the drivers; however, tipping is optional. The tip amount defaults to 5% of your order total, but customers can increase the tip amount within 14 days after delivery or decrease it within 2 hours after delivery. Tips are paid directly to the Instacart driver and/or shopper. Publix associates do not receive tips.
  
  Mr. ****** mentioned that it is painful to walk to do his shopping, which is one reason he uses delivery. To help Mr. ****** avoid the delivery fees and increased grocery costs, our stores are equipped with motorized carts to assist him with his shopping. Additionally, if he speaks with the manager on duty while in the store, the manager can assign a Publix associate to help him reach items while shopping. 
  
  If Mr. ****** has any further concerns, questions, or other feedback regarding Publix Delivery powered by Instacart, we hope he will visit the above-listed websites or reach out to Instacart directly by calling ************** or by emailing them at ****************** and allow them the opportunity to resolve his issues quickly. We also hope that Mr. ****** will accept this resolution and continue allowing Publix to serve his family's grocery needs through delivery or help in the store.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23371019
  
  I am rejecting this response because: this is just another corporate brush off on the American people. I used to be happy with their service, but they do not seem to care about their customers, just profits. I will take my patronage elsewhere.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/30/2025

  Re: Case #********: ******* ******
   
  We received the initial concern from the BBB on 5/27/2025 and replied to it on 5/27/2025. We received the rejection of our response on 5/29/2025. Again, we apologize for any inconvenience Mr. ****** experienced shopping through Instacart for delivery from Publix. As stated, he contacted the Publix Corporate office before contacting the BBB regarding his concerns; however, he hung up on the agent attempting to explain how the delivery service, fees, and pricing work. 
  
  While we appreciate the BBB reaching out to us on behalf of Mr. ****** regarding prices through Publix Delivery powered by *********, this is a concern about having to pay for a service Mr. ****** is electing to use. ********* is a third-party company, and the fees and increased grocery costs go to pay their expenses for offering the service of shopping and delivering groceries to Mr. ******* The fees and costs do not go to Publix.
  
  As previously stated, Publix does not make any additional profit on Instacart orders than if a customer were to shop for the order ************************* themselves. The additional charge for groceries and the fees go directly to Instacart.
  
  Mr. ****** mentioned that walking to do his shopping is painful, which is one reason he uses delivery. We previously mentioned that a way to avoid delivery fees and increased grocery costs is to use the motorized carts all of our stores have available for our customers. Additionally, if he speaks with the manager on duty while in the store, the manager can assign a Publix associate to help him reach items while shopping.
  
  Again, Publix does not make any additional profit on Instacart orders than if a customer were to shop in our ********************** themselves. Instacart Delivery or **************** are additional services offered to customers who choose to use them and pay for the services if they are not able to shop for themselves or don't wish to shop for themselves. 
  
  We hope Mr. ****** will save the fees or increased costs by taking Publix up on the option of shopping in our store using the motorized carts and having a Publix associate assist him with his shopping as needed. 
  
  If Mr. ****** has any further concerns, questions, or other feedback regarding Publix Delivery powered by Instacart, we hope he will reach out to Instacart directly by calling ************** or by emailing them at ****************** and allow them the opportunity to resolve his issues quickly, or by speaking directly with Store Manager for assistance. We also hope that Mr. ****** will accept this resolution and continue allowing Publix to serve his family's grocery needs through delivery or help in the store.

• Initial Complaint

  Date:05/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a prepared rotisserie chicken in the deli at the *********************************************** location on 5/22/25. Please note the packaging for the chicken was stapled which is a major food safety hazard. If the staple falls into the chicken one could get ingest

  Business Response

  Date: 06/02/2025

  Re: Case #********; ******* ******
   
  We received the above concern from the BBB on May 23, 2025. We apologize for any inconvenience Mrs. ****** experienced in our store. Mrs. ****** contacted the Publix Corporate office the same day as she contacted the BBB for a 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 our store management.
  
  "Dear Mrs. ******************** you for contacting us about the oven-roasted chicken you purchased being in a bag secured shut with a staple. This is definitely not our process for closing the bag. The associate who was working with the chicken that day thought they were doing well because the chicken bag would not stay shut. We have talked with all associates who work in the kitchen area and reinforced the proper process for packaging the oven-roasted chicken so that this doesn't ever happen again. 
  
  The next time you are in the store shopping, please ask for me or my Assistant Store Manager ****, so that we may apologize in person. We have mailed you a Publix gift card to refund your chicken.
  
  We look forward to meeting you soon.
  
  Again, please accept our deepest apologies.
  
  Sincerely,
  
  ***** *****
  Store Manager, Store #***
  Publix at ********
  ************"
  
  If Mrs. ****** 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 Mrs. ****** will accept this resolution and continue to allow Publix to serve her family's grocery needs.

• Initial Complaint

  Date:05/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to return tem Beggin' Dog Treats, Original with Bacon st Publix located at 1746 N Federal ******************************************** Same place where i bouhht it and i was told do you guys dont carry the particular item the person assisting me name was *****. The next day I called and I asked to speak to the manager, so I spoke to ******. ****** said to come back and return the item because they do carry him and I know this because I bought the item at your location couple days later I go and I also bring an additional item and need to return, which is nature bounty vitamin iron that I also bought it at the same location, and I was told the story same story for both items now that you guys dont carrythem which in fact, you guys carry it, your employees have made me lose my time twice now only that by the time on the phone having to wait for manager I have to explain the situation in this complaint is ridiculous. That employees are doing this when in fact theyre lying because these two items are even on your website. They are at your store because I see them so let me be clear. Employees are lying to customers at this public location where Im requesting is to use your full refund in the store credit for both items without me having to go in person to return them because this is unacceptable that you have made me lose my time twice now. Im requesting a store credit in the amount of 9.99 + ***** plus taxes fir both items . And for the time in all the aggravation that is taking me to resolve my issue and the time of work, I have to take to bring the items to your restore and then bring them back a game and taking time off for work for the to do this. Just because your employees are not doing their job correctly. Im requesting a $100 to cover the time worked lost I incurred. Total would be $127.00 Attached is the evidence your store carries those items, if you need proof that your employees twice denied me returning those items please let me know

  Business Response

  Date: 05/30/2025

  Re: Case #********: ******* Chavarry 
   
  We received the above concern from the BBB on 5/19/2025. We apologize for any inconvenience Mr. ******** experienced in our store. Mr. ******** did not contact Publix Corporate office before contacting the BBB regarding his concerns.
  
  We 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 to Mr. ******** and apologized for the inconvenience. We agreed upon a resolution, and I refunded the items onto a gift card for him. Mr. ******** stated he would be in to collect the gift card. 
  
  ********* ********
  Store Manager, Store #****
  Publix at *********************
  ************"
  
  If Mr. ******** has any further concerns, questions, or other feedback, we hope he will contact his store management directly to allow them the opportunity to resolve the issues quickly. We also hope that Mr. ******** will accept this resolution and continue to allow Publix to serve his family's grocery needs.

  Customer Answer

  Date: 06/02/2025

   
  Better Business Bureau:
  I did contacted your store and also corporate in regards to this prior to the bbb complaint. 
  the local store has now fix the issue 

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

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For years, I have shopped at Publix, including at the pharmacy at *********, ********************************************************. In recent months, under the leadership of the current pharmacy manager, a woman in her 40s, and with staff such as ******** and *****, the quality and safety of the pharmacy have declined. Poor service. No information provided on prescriptions when picked up. Questions about side effects or other concerns about drugs are glossed over or ignored. Unfriendly service. It is as if I am bothering them. As an example, when I inquired if the head pharmacist would assist me in selecting an over-the-counter cough medicine, she could not be bothered other than to point me to the shelves. She is a grumpy person who is not engaged in her work. She does not seem to understand, as her staff, the seriousness of medicines put in the body and the effects it has. When I tried to save a bit of money on a medicine since I'm on a fixed income, ******** and ***** seemed to make fun of me. They mocked me as I walked away and turned to them, shaming me. Their manager has created a toxic and unprofessional environment, and for this reason -- concerned about my drug safety and tired of the poor service -- I will not return. I will take my business to ********* across the street. A pity. The headquarters of the company should be aware.

  Business Response

  Date: 05/30/2025

  Re: Case #23343653; Jay Waronker
   
  We received the above concern from the BBB on 5/17/2025. We apologize for any inconvenience Mr. Waronker experienced in our store. Mr. Waronker contacted the Publix Corporate office previously on 5/15/2025 for a resolution to his concerns. Our Pharmacy Supervisor spoke to Mr. Waronker on 5/16/2025, and Mr. Waronker stated he was satisfied with the outcome of the phone call.
  
  We forwarded the BBB case to the Pharmacy Supervisor to address with Mr. Waronker again. He called Mr. Waronker and replied to us with the following:
  
  I have reached out to the customer again. The customer stated that this was done around the same time and has nothing new to add to his original concern, which I addressed and resolved for him. I assured him that his concerns were addressed with the store team, and he thanked me for following up.
  
  Thank you,
  
  John Lee
  Pharmacy Supervisor
  Publix Super Markets, Inc.
  
  If Mr. Waronker has any new future concerns, questions, or other feedback, we hope he will reach out to his store or pharmacy management directly to allow them the opportunity to resolve the issues quickly. We also hope that Mr. Waronker will accept this resolution and continue to allow Publix to serve his family's pharmacy and grocery needs.

  Customer Answer

  Date: 06/01/2025

   
  
  Complaint: 23343653
  
  
  
  I am rejecting this response because of a contradiction in the reply by the Publix pharmacy regional senior manager.  During our second conversation (the first conversation as a follow up to my contact with Publix corporate office independent of the BBB complaint filing and the second one following the filing of my BBB complaint around the same time), the person who replied here informed me he had yet to speak to the pharmacy manager and her staff at the location where the service lapse occurred (2900 Peachtree Road in Atlanta) since they have not all been available to meet.   To resolve this complaint, iis very important for this meeting to occur to impress on the staff their lack of assistance, care, and professionalism in carrying out a serious responsibility -- dispensing medications.   In this BBB reply, the senior manager mentioned a group meeting had taken place.   Has it?  I am not certain. 

  The point of all contact with Publix pharmacy management is to impress on them a troubling lapse in their responsbility and attitude towards assisiting a repeat customer with prescriptions.  Also, their unsatisitisctory tone and insensitive demeaner, as if I were bothering them with questions.   The complaint is not just to vent but to improve a very flawed system and procedure now at that pharmacy location.
    
  
  Sincerely,
  
  
  
  Jay Waronker

  Business Response

  Date: 06/12/2025

  Re: Case #23343653; Jay Waronker 
   
  We received the above concern originally from the BBB on 5/19/2025 and the follow up from the BBB on 6/11/2025. We apologize for any inconvenience Mr. Waronker experienced with our pharmacy. Mr. Warnoker has spoken with our Pharmacy Supervisor previously for resolution to his concerns before contacting the BBB regarding his concerns.
  
  We forwarded the additional comments to our Pharmacy Supervisor. They replied with:
  
  "I spoke to the customer again. He stated that there was no issue but requested a follow-up call, which I provided on 6/12/2025. I told the customer that I would be in the store the week of 6/14/2025 to address the concerns with the pharmacy team personally, and he was satisfied with the call and thanked me.
  
  Sincerely,
  
  John Lee, Pharm.D.
  Pharmacy Supervisor ATL
  Publix Super Markets, Inc."
  
  If Mr. Waronker has any further concerns, questions, or other feedback, we hope he will reach out to his Pharmacy Manager or Store Manager directly to allow them the opportunity to resolve the issues quickly. We also hope that Mr. Waronker will accept this resolution and continue to allow Publix to serve his family's pharmacy and grocery needs.