Publix Customer Service Issues

During my visit to your store today at University Village, Store #28 in St. Petersburg, FL, I encountered multiple issues regarding my service dog. Despite showing the employee her service certificate and identification, I was repeatedly questioned about the legitimacy of my service dog by various employees throughout the store. This led to me feeling uncomfortable, anxious, and ultimately discriminated against. The constant harassment made it difficult for me to shop peacefully, and I eventually had to leave due to the stressful situation. The lack of awareness and sensitivity towards the rights of individuals with service animals was concerning. I hope that in the future, your store can better educate its staff on ADA regulations regarding service animals to avoid similar incidents for other customers. - AJ

Hello, Today, at 5:11 p.m., I visited Publix at McAlister Square in Greenville looking to purchase Starbucks Mocha sauce and Vanilla Latte instant coffee. Unfortunately, the two Mocha bottles available were past the best-before date of July 10, [redacted], and most of the Vanilla Latte instant coffees were best before September 24, [redacted]. I politely asked an associate for products that were not expired. Despite his effort, a lady who joined him insisted the dates were manufacturing dates, not expiration dates. When I tried to show her the best-before marking, she denied that expired products had been removed. After this disagreement, she left without explanation. The way I was treated was unacceptable. I am disappointed and will not return to Publix in Greenville due to this experience. Sincerely, Dirk M.

Regarding case #[redacted], I initially lodged this complaint on October 31, [redacted]. An email from the store assured contact within 5 days, prompting my follow-up in that time frame. The store manager returned my call but failed to leave a voicemail. Upon returning the call, he vaguely mentioned the issue without addressing why no voicemail was left. After detailing the incident time, he casually mentioned a 24-hour return call promise, which never materialized. After a month, I reached out again, and the district manager, Phillip, expressed deep regret and pledged another follow-up in a few days, which never happened. It's approaching a year now. Is my patience running thin? Absolutely. Do I need to endure further delays? No. The company removed the complaint forum from its site, the customer service line is inaccessible, diverting customers to the website. Recently, I was subject to verbal harassment and disrespect by a bagger, a situation that you seem indifferent to. Is this the new standard of customer service you profess? I recall Jason, an exceptional deli clerk in Murfreesboro, who exemplified excellent customer care. Identifying and compensating individuals like him generously would immensely benefit your customer service ethos. The ongoing neglect of the incident from almost a year ago is unacceptable, with no visible efforts for resolution or discipline. Until action is taken, a mere monetary apology won't suffice.

On July 21st, it was announced that all Publix stores were set to mandate masks for adults. Despite this, my husband (75) and I (70) visited the Spout Springs Rd. and Friendship Rd. stores in Georgia separately and have noticed numerous instances of adult customers not wearing masks, despite having preexisting medical conditions. Today, during my visit, I encountered two unmasked women. Despite the presence of signs, there have been no audible announcements. I spoke with the store manager, Kurt, who mentioned that Publix relies on customers to report non-compliance. When asked for specifics, I found it challenging to provide details as the individuals moved throughout the store. This lax enforcement is concerning given the "requirement." Finding an alternative store for our groceries isn't a satisfactory solution. The lack of adherence is disappointing and creates an uncomfortable environment for us.

I am still facing an unresolved issue at the Publix where my husband and I shop for groceries. No employees are stationed at the entrance or exits to check if customers are wearing masks. We live in Georgia and it's disappointing that Publix seems more concerned about losing customers rather than truly caring about our safety by following Walmart and Kroger's lead in enforcing mask-wearing. Despite Publix Corporate's claims of caring, their actions do not reflect that sentiment. If I provided the specific location, they would likely take notice.

I had a troubling experience at the store located at [redacted] Atlanta Rd Cumming, GA [redacted]. The employee involved is a female named Terri who works as a cashier. I encountered several issues with Terri's behavior. She was impolite and unhelpful, particularly when it came to selling age-restricted items like wine, insisting I didn't resemble my ID photo. Additionally, she asked customers to remove masks during a health crisis to check their faces against their IDs. Terri embarrassed me in front of others by loudly commenting on my payment method for lotto tickets and gave incorrect information about product availability. Her unprofessionalism extended to openly discussing breaks and complaining in front of customers. I found her attitude to be consistently rude and unsettling, leading me to decide not to frequent this store due to her behavior.

For the past three visits, I've tried to purchase items from your weekly flyer sales, only to find that you are out of stock after just two days. It seems like you may have limited quantities available deliberately to drive customer traffic. The first time I missed out on a buy-one-get-one deal on a lovely wine. The second time, I couldn't find the Biltmore smoked salmon which was advertised. Today, I was disappointed to see that the Pinot Grigio wine, two bottles for $14.99, was sold out except for one bottle found by Josh. All these instances occurred shortly after the flyer was released. Unfortunately, due to the virus, Publix no longer offers rain checks, which seems confusing to me. I may have to limit my visits to Publix and shop elsewhere for items that are consistently in stock.

After being a loyal Publix customer for over 40 years, I am frustrated by the consistent issue of some purchased items not making it into my shopping bag. It is unacceptable to have products forgotten on the counter or left behind, necessitating a return trip to the store. This not only inconveniences me, but it also results in lost time and additional cost. It is disheartening to think about how much money may have been lost due to unbagged products. This recurring problem makes me question the value of shopping at Publix, despite its convenience. I may have to explore other options for my grocery needs, even if it means traveling further.

Hello Publix Community, I recently visited a Publix store and noticed the aisle arrows were missing. This led to confusion among shoppers, with some respecting social distancing while others rushed through. One shopper mentioned missing the one-way aisles for the sense of security and organization they provided. I shared the sentiment, as I believe this approach also discourages quick in-and-out trips, guiding customers through the store more effectively. I wonder if we are becoming too complacent with current circumstances, particularly as changes in store policies occur before a definitive solution to the virus is established. Additionally, as a senior who has so far avoided the virus, I question the absence of early shopping hours for older individuals. Are seniors now seen as an inconvenience?

I have had several bad experiences with Instacart, especially a recent issue I've been trying to solve for six days. When I contacted the store and spoke to a customer service representative, I was informed that I could opt for a Publix employee to shop and bag my groceries and bring them curbside. However, when I inquired at another store today for instructions on how to proceed, I was informed that I might have a Publix employee or an Instacart shopper fulfill my order. Is there any way to exclusively request assistance from in-store Publix employees and avoid Instacart shoppers altogether? Due to my health issues, I have been homebound for 14 months and am looking for a solution to not interact with anyone from Instacart. I wish George Jenkins was still around to assist me. I hope you can provide me with some guidance. Thank you, Lynda T.

I had a concerning experience at my Publix pharmacy at Plantation Groves in Ocoee, Florida. The policy they follow regarding the refills of my controlled medications seemed unfair and they were unable to provide a satisfactory explanation. Despite my careful and necessary use of medication, they insisted on refilling prescriptions based on the pickup date from the previous month rather than the fill date. This process was explained as being related to early refills, which does not apply to me. As a senior citizen over 91 years old who relies on others to pick up my medications, I felt disrespected by their approach. I believe that my doctor and I should have more control over these decisions. When I tried to discuss this with the staff, they dismissed me with a comment about being in a pandemic situation. I am looking for a clear and honest explanation for this practice that I find confusing and unnecessary. Thank you for your attention to this matter.

I have a question about the design of your website. I find it frustrating that the prices of your items are not displayed until you add them to your cart. In my opinion, it would be more user-friendly to show the prices upfront before making a decision to purchase. It's like walking into a grocery store where none of the items have prices listed, and you only find out the cost at the checkout counter. It would greatly improve the shopping experience if you could include the prices alongside the items on your website. Thank you. - Joe T.

I started working as a Deli Associate in August [redacted] at Publix store # [redacted]. Unfortunately, I experienced constant criticism and belittling from the Deli Manager, making it challenging to approach her with questions. Despite loving the job, I decided to transfer due to a move to Zephyrhills FL. The Deli Manager initially refused my transfer request. After submitting my two weeks' notice, I completed most of my final days but encountered another awful experience with the same manager. Her sarcastic remarks and actions pushed me to the breaking point. I felt so unwell before my shift the next day that I vomited, prompting me to quit after texting another manager about the situation.

On Saturday evening, we made a quick shopping trip and ordered a Salami Sub for my daughter and an Italian Sub for my husband. Unfortunately, the bread on my daughter's sub was too hard, causing it to crumble and go to waste. Furthermore, my husband experienced food poisoning symptoms after consuming his Italian Sub which was filled with meats, onion, lettuce, tomato, pickle, oil, vinegar, and oregano. The sandwich area at the store was chaotic, with meats and cheeses stacked haphazardly, and toppings like lettuce and onions not properly stored. The employees appeared overwhelmed and the area seemed messy. It's concerning that the cleanliness and organization were lacking, making us hesitant to trust the sandwich preparation at this &Publix location in the future.

Publix needs to update their map. I've struggled to use their online site due to outdated information. Despite living at [redacted] Capitol Drive, Gulf Breeze, Florida [redacted], the map still shows my address as [redacted] and labels the city as Harrold, which is incorrect. Even though I've resided here for over 30 years, the map hasn't been updated to reflect the changes made to my street name and zip code back in [redacted]. Formerly, my address was listed as [redacted] Senate Street, which still appears on their map. Following a street name alteration in [redacted], Capitol Drive replaced Senate Street. It's high time Publix upgrades their maps to accurately reflect these changes.

On # hi atiansb10/15/23, I used the self-service coin center and tried to cash in my ticket, audit #[redacted], for $37.70. Unfortunately, they did not process my request, mentioning that their coin center deposit was balanced. As my husband, a heart patient, needed me at home, I had to leave quickly on the day of the initial transaction. We are elderly and rely on a fixed income, making this amount significant for us. I kindly request assistance as this money is important for us, though small in comparison to your large company. Thank you for understanding our situation.