Publix Super Market at Spring Hill Towne Crossing — Local services in Spring Hill

Poor Customer Service Experience at Publix – Jim Warren Pkwy, Spring Hill

I’m writing this message with a heavy heart after an extremely disappointing experience at the new Publix on Jim Warren Parkway in Spring Hill. I’ve always loved Publix—not just for the quality of products, but for the exceptional customer service that typically sets it apart from other stores. Unfortunately, that was not my experience today.

Around 6 PM, I went to the customer service desk to send a Western Union transfer to my mother, who is currently undergoing surgery and urgently needed the funds. Josh T. initially assisted me with professionalism, kindness, and efficiency—exactly the kind of service I’ve come to expect from Publix. I truly appreciate how helpful he was.

However, things took a turn when Josh called over Zack, who I understand oversees the customer service desk, for approval of the transaction, as the amount was $5,000. I completely understand the need for caution with large transfers. Zack requested my driver’s license, Social Security number and passport, and other personal details. I provided everything he asked for without hesitation, and the first transaction was successfully completed.

I then explained I had a second transfer to make—for $3,000—and that’s when the situation became uncomfortable. Zack began questioning me again, asking why I was sending the money, who it was going to, and probing into the nature of the transfer—even though I had already answered these questions during the first transaction. I explained that the money came directly from my bank account, showed a stamped bank receipt as proof, and emphasized that it was urgently needed for my mother’s medical care but he wanted me to violate my mother's HIPPA and go into full detail.

Despite all this, Zack abruptly voided the second transaction, said he wasn’t "comfortable" proceeding, and walked away—leaving me standing there mid-sentence. I was stunned, humiliated, and made to feel like I was doing something wrong or even criminal. His behavior was not only unprofessional but showed a complete lack of empathy and customer service. It’s one thing to be cautious, but it’s another to treat a customer with suspicion and disregard after they’ve complied with every request and clearly explained a personal and sensitive situation.

I understand we live in a world where financial fraud and scams are real concerns. I respect that precautions must be taken—but when a customer provides all documentation, answers all questions, and shows clear, legitimate reasons for their actions, they deserve to be treated with dignity and respect.

Thankfully, the situation was handled with compassion and care by both Josh T. and Charlotte, the Deli Manager who was the Manager on Duty. Thanks to their professionalism, the funds were ultimately sent, and my mother will receive the help she needs. I am incredibly grateful to both of them for their understanding and kindness.

But I must ask: Is this really how Publix wants customers to feel when sending fund (Western Union) during a difficult time? Like they're being interrogated, judged, and dismissed?

I sincerely hope Publix addresses this issue. Zack’s conduct reflected poorly not only on himself but on the store. A little empathy goes a long way—especially when customers are dealing with urgent, emotional situations.

Thank you for taking the time to hear my experience. I hope this feedback will lead to better training and greater awareness in handling sensitive customer interactions...

As I wandered the shiny new aisles of the Publix in Spring Hill yesterday with my wife, something hit me—a memory so vivid it felt like I was six years old again. Growing up, I was the youngest for years, often tagging along with Mom to the grocery store while Dad worked long hours and my older brother hung out with him. It was just me and Mom, navigating the aisles together. But every so often, I’d lose her. Maybe I lingered too long by the cereal boxes or got distracted by something shiny. In those moments, my little heart would race, and I’d dart up and down the aisles, searching for her familiar face, calling out, “Mom? Mom!” Yesterday, as I turned a corner in Publix, that old feeling crept back. Not panic, but a quiet ache. I wished I could run through those aisles and find Mom again, just to see her smile one more time. It’s funny how the smallest things—a familiar store layout, the hum of a crowded aisle—can pull you back to childhood, stirring up memories both sweet and bittersweet. I wonder if any of you have had this happen lately—where a moment triggers a memory of racing through life to find someone you love. It’s a reminder of how our hearts are wired to seek, to chase after what matters most. In those grocery store moments as a kid, I was desperate to find Mom. Now, as an adult, I’m reminded of a deeper search—one for peace, for love, for God. The Bible says in Jeremiah 29:13, “You will seek me and find me when you seek me with all your heart.” Just like I ran those aisles for Mom, I’m learning to run toward Jesus with that same childlike urgency, knowing He’s always there, waiting to be found. So here’s to those little triggers that remind us of love, of home, and of the One who never leaves us lost. Anyone else chasing down a memory in the grocery store...

I have been a loyal Publix customer for 28 years, and today was the first time I experienced an issue that prompted a complaint. I acknowledge that the store is new and likely still working through operational challenges. Throughout the years, I have consistently supported Publix, even when they decided to discontinue in-store cake baking. Although their frozen, in-house decorated cakes are a satisfactory alternative, they lack the exceptional quality that Publix once offered. On a scale of 1 to 10, with 1 being the highest rating, I would give their cakes a 9. However, the Publix sub remains unparalleled in quality. Unfortunately, my experience today was disappointing. The staff appeared to be inadequately trained, and their sub preparation seemed disorganized. I am compelled to question whether this is the new standard for Publix. The sub I received was one of the worst I have ever had. The staff demonstrated a lack of customer care, failing to prepare my sub according to my specifications. Instead of the requested lettuce and tomato, I received a sub that was essentially devoid of toppings. After expressing my dissatisfaction to the lady behind the counter, she responded with a dismissive 'Thanks for coming to Publix,' which seemed insincere. Ultimately, my Ultimate sub was a disappointment, with insufficient cheese, an improperly cut sub, and a lack of lettuce and tomato. Furthermore, the staff had not prepared onions or jalapenos, and the sub sauce was applied excessively, rendering the bread soggy. This sub fell short of Publix's usual standards, and I urge the company to address these...