Business Profile

Grocery Store

Safeway

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Safeway's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

590 total complaints in the last 3 years.
229 complaints closed in the last 12 months.

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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:06/29/2025
Type:Service or Repair 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.
The online ordering through the Safeway app has been HORRIBLE. This people just dont care. I dont know if theres an issue with the app or the shoppers just being dishonest but each time I take the time to select substitutions for each order, only for them to be ignored and the shopper to tell me they dont see any substitutions. The seem to be very lazy and not customer service oriented. It takes forever to get a response when using the chat as well. The inventory system is a mess. It will show that they have the items, but when its time to shop it shows that the items are out of stock. Never again!
Business Response
Date: 07/01/2025
Greetings Tiffany Tyree:

Thank you for sharing your detailed feedback regarding your recent experience with the Safeway app and online ordering process. We appreciate the time you took to provide insight on the substitution feature, inventory display, and communication during your order. Your comments help us identify areas where we can improve both our digital platform and in-store execution. We will forward this information to the appropriate team for further review.

Thank you for your patience and understanding.

Anna
Customer Support Center
Case ID: 19225692
Customer Answer
Date: 07/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23534733, and find that this resolution is satisfactory to me, as long as the issue actually gets addressed. This has been a recurrent issue, and they don’t seem to care at this location.

Sincerely,

Tiffany Tyree
Initial Complaint
Date:06/25/2025
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 placed an online order with Safeway on June 3, 2024, under order number *********, for a total of $117.39. The order was delivered incomplete, so I submitted a complaint to customer service on June 5, 2024. I was informed that a refund request had been submitted and that it would be processed within 5 to 7 business days, meaning by June 14, 2024 at the latest.That deadline passed without any refund. I followed up again on June 17, and the representative told me that they didnt know why the refund had not been processed, and that it would take another 5 to 7 business days. I waited again.Finally, on June 21, 2024, I received an email stating that my refund had been denied, with no valid explanation and no accountability for the delays or the missing items. I have now waited well beyond the promised timeframe with no resolution.I am requesting a full refund of $117.39 for the items that were not delivered. I believe Safeway has failed to honor its own refund timelines, and the customer support experience has been unacceptable.I have attached supporting documents, including the order confirmation and the denial email.
Business Response
Date: 07/01/2025
Greetings ***** *******-*********:

Thank you for providing the complete details regarding your concern and for sharing the supporting documentation. Upon review, we have successfully submitted the refund for your order, and a confirmation email has been sent to the email address associated with your account.

We truly appreciate your patience throughout this process.

****
Customer Support Center
Case ID: ********
Initial Complaint
Date:06/24/2025
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 placed a grocery oder on the safeway app and I submitted a refund request. I received an email in response stating that my refund was approved and already refunded. I still have not been refunded for the order.
Business Response
Date: 06/27/2025
Greetings Amanda Shriver:

Thank you for reaching out regarding Order #124343649.

After thoroughly reviewing the order, we can confirm that a full refund of $37.26 was successfully processed. Please note that refunds may take up to 7 business days to reflect on your original form of payment, depending on your financial institution.

An email confirmation regarding the refund may be received within 48 hours. We appreciate your patience while we work to ensure this matter is fully resolved.

Thank you for shopping with us!
Arleen
Customer Support Center
Case ID: 19105717

Customer Answer
Date: 06/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23514611, and find that this resolution is satisfactory to me.

Sincerely,

Amanda Shriver
Initial Complaint
Date:06/24/2025
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.
On June 2, 2025 I placed an online order for delivery. On June 3 when the order was to be delivered , I noticed very early in the morning, but they charged the incorrect card that was on file. I am mediately notify them to change the payment option. They informed me that they could not, and that I would have to cancel it and re-order. When I asked if it could still be delivered if I did that they stated no. I went ahead and canceled it because I could not have them charge my debit card. I ended up walking to the store to purchase the things in person. When I return home, the delivery that had been canceled have been delivered. I could not afford to pay for these groceries twice so I immediately called Safeway and asked him to please pick up their items as I had already purchased them because the order had been canceled. They were not able to, and I was offered a refund to my debit card and EBT for the entire order as it was their mistake. I have not been refunded and I have been told by at least four or five chat people that it has been refunded and to call my financial institution. It is now June 24 and *** called my financial institutions. And they have confirmed that nothing has been refunded to those cards. I have asked to speak with a supervisor live rather than chat and Ive been told that they will call me back and that has been escalated and Ive been given so many case numbers Ive lost track no one has called me back and all the chat representative to give me the same answer -that its been refunded but it has not. Ive spent more than four hours since June 3 sitting on the phone with these chat people trying to resolve this as they will not give me a phone number to a manager. I have taken screenshots of every conversation with each chat person to back up my statements. I have screenshots telling me by Chat the dates that this has been refunded and the escalation numbers etc..
Business Response
Date: 06/26/2025
Greetings ****** ********:

Thank you for bringing this to our attention. After a thorough review, we have confirmed that the store processed the refund for Order #********* on June 16, 2025.

Please note that refunds may take up to 7 business days to reflect, depending on your financial institution. If the refund has not appeared by tomorrow afternoon, we encourage you to reach out to us again so we can continue the investigation and provide further assistance.

Sincerely,
******
Customer Support Center
Case ID: ********
Customer Answer
Date: 06/26/2025

Complaint: 23514037

I am rejecting this response because:
I have hsd several chat agents instruct me to check with my financial institution since June 12th. As of 6/26 12:15am, my financial institution has NOT received the $32.77 due back on that card and my EBT CARD as of 6/26 12:15am has not received the $43.10 due back on thst card either. It has been
23 Days since I first brought attention to this matter and still no resolution. If two cards confirm they havent received the refund it seems some rechecking on Safeways end to verify where they sent the refund because i havent received it. This is why I contacted BBB because this is same response given and not one call back from a Supervisor has been made to me as promised seversl times.
Sincerely,

****** ********
Business Response
Date: 07/08/2025
Greetings ****** ********:

Thank you for your continued patience while we reviewed your concern regarding Order #*********.

After a thorough review, we can confirm that while the order was canceled, the delivery was still completed. The store has reviewed the matter and has agreed to proceed with a full refund of $75.87. This refund will be issued to the original forms of payment used on the order, including both debit card and EBT, if applicable.

The refund will take 7 business days to reflect on your account, depending on your financial institutions processing timeline.

We appreciate you bringing this to our attention and allowing us the opportunity to assist.

Thank you for shopping with us!
******
Customer Support Center
Case ID: ********
Initial Complaint
Date:06/23/2025
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.
On June 23, 2025, I purchased two Xbox gift cards worth $50 each (totaling $100) from the Safeway store located at *************************************************************. I paid cash and received a receipt confirming that both cards were properly activated at the time of purchase.After leaving the store, I attempted to redeem both cards. However, upon scratching the code area, I discovered that both cards had missing or unreadable characters, making them completely unusable. The scratch-off material on these cards was abnormally thick and difficult to remove unlike other Xbox cards Ive purchased before and I believe these cards were either defective or potentially tampered with while on the sales rack.I have:Both physical cards Photos of the damaged codes My original activation receipt showing they were paid for in full I attempted to get help from multiple Safeway stores, including:Safeway Sequoia Station (************)Safeway on *********** (************)And finally, I contacted the original store at 4th & King **** store gave me conflicting and dismissive responses, ranging from:Call the number on the receipt (which is closed before 6 PM Pacific)You must be 18 or older to report the issue (which is false and discriminatory)We dont handle that and Try another locationWeve never heard of Gift Card Buyback (even though corporate policy allows for this process)This is now the second time Ive had a gift card issue with a supermarket chain. Last year, a $250 Amazon gift card purchased at Lucky (also part of the Safeway/********** network) was tampered with, and no one ever responded to my written complaints.?Desired Resolution:I am requesting:A full refund of $100 in cash or store credit Or the issuance of two new, valid $50 Xbox gift cards This complaint is being filed due to Safeways refusal to take own of a clearly defet product.
Business Response
Date: 06/25/2025
Greetings Orlando Nell:

Thank you for bringing this to our attention and for providing the photos of your physical receipt and gift cards. Upon review, a representative from our team has already spoken with you and successfully obtained the necessary images of the gift cards along with the activation receipt.

This matter has been escalated to our second-level support team, and we are currently awaiting the outcome of their investigation.

The team will continue to keep you informed and will follow up as soon as further updates become available.
Case ID: 19077040

Sincerely,
Arleen
Customer Support Center
Case ID: 19073461
Customer Answer
Date: 06/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23509723, and find that this resolution is satisfactory to me.

Sincerely,

Orlando Nell
Initial Complaint
Date:06/22/2025
Type:Sales and Advertising 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.
On June 15, 2025 Safeway did not honor their posted price guarantee: if the check out price was wrong and resulted in an over charge , the item was free. I purchased 10 items, and I was overcharged on 8 items--80% error rate. Manager.***** ***** acknowledged the overcharges and refunded the pricing overcharge difference-$*****. When asked, Mr. ***** refused to honor the posted store policy and provide the items to me at no cost. He stated he would not give me any free groceries. I am owed $50.79--the difference between the price of each over charged item and the amount refunded. I have receipts and a photo that is posted in the store guaranteeing items are free if not charged correctly.*** Note that the AZ Attorney General just reached a $275K judgment against another retailer (Family Dollar) which has failed UPC scanning-accuracy inspections by Weights and MeasuresThese UPC errors, whether intention or not, are costly to Arizona shoppers. Had I not reviewed my receipt prior to leaving the store, it would have been costly to me. Naive and trusting consumers are not always paying the advertised price and enforcement penalties --like Safeway has posted need to be enforced and honored by store management. These guarantees are the ONLY leverage consumers have.Explanation/price break ********** charged $83.22 Correctly charged - 8.97 Balance/subtotal ***** Refunded by ************ ***** Amount Due $50.79
Business Response
Date: 06/23/2025
Greetings ******* ******:

Thank you for bringing this matter to our attention. We understand the importance of ensuring store policies are properly upheld and appreciate you taking the time to document your experience.

At this time, we are unable to access the images you submitted. To assist you further, we kindly request that you resend the transaction photos and store signage in PDF format, as our system cannot open the current file type. These documents are important to help us accurately review and address your concern.

We look forward to receiving the files so we can continue with the appropriate next steps.

Thank you for shopping with us!

Arleen
Customer Support Center
Case ID: ********
Customer Answer
Date: 06/24/2025

Complaint: ********

As per your request, pdf photo of Safeways pricing guarantee.

case #********

Thank you

Business Response
Date: 07/02/2025
Greetings ******* ******:

Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced related to the pricing discrepancy during your recent visit.

After reviewing the details, we acknowledge there were multiple overcharges, and we appreciate that the manager refunded $23.46 at the time. However, we understand your concern regarding our posted price guarantee policy.

While the policy excludes specific categories such as dairy due to state regulations, we recognize that this may not have been clearly communicated at the time of your visit. In the interest of making this right and maintaining your trust, we will be issuing a full refund of $50.79 to resolve this matter.

We appreciate your feedback and your diligence in reviewing your receipt. This helps us ensure we uphold the integrity of our store policies and provide the best experience possible.

Sincerely,
***** *******
Director, Front-End Operations & Customer Service
Case ID: ********
Customer Answer
Date: 07/03/2025

Complaint: 23503820

Thank you for your response.

Before I move further with a decision, I'ld like to know how and when Safeway will actually refund my overcharge of $50.79.

The refund process is too ambiguous at this point for me to commit to this. I am requesting an explanation from Safeway so there is no misunderstanding.

I would appreciate your contacting Safeway for a response.

Thank you

Business Response
Date: 07/08/2025
Greetings ******* ******:
Thank you for your patience as we work to resolve this matter. I understand your concern regarding the refund process and want to provide clarity while also recognizing the inconvenience this situation may have caused.

You have two options for how the refund of $50.79 can be issued:

*In-store refund:
You may visit the store, and a manager will assist you in refunding the amount back to your original form of payment
*Payment services refund:
If you prefer not to return to the store, we can process the refund through our **************** team and have the amount returned to your original payment. We would just need a phone number and name to access the loyalty account.

In addition, as a guarantee of goodwill for the inconvenience, we would like to offer you a $100 gift card. You may choose to pick it up at your local store ( I would just need to know which store you choose to go to, or we can have it mailed to you. Just reply with your preferred address.

Please let us know how youd like to proceed with both the refund and the gift card, and we will ensure that this is taken care of.

We appreciate the opportunity to make this right.

Sincerely,
***** *******
Director, Front-End Operations & Customer Service
Case ID: ********

Customer Answer
Date: 07/09/2025

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.
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.

ADDITIONAL REQUEST
Since Ill be shopping with the gift card at the same Safeway store (Vistoso), will the store manager honor the Price Accuracy Guarantee--- should the situation arise?

Contact Information

1. ******* ******, phone ************ (for refund to purchase)

2. **************************************************************************************** 85739 ( home address for gift card)

Thank you,
******* ******

Sincerely,

******* ******
Initial Complaint
Date:06/22/2025
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.
We bought fried chicken a lot of times and it really cooked and they always over charged us and the *** **** acted like we needed help shopping and they are very rude we don't want to go back in the store we 1800 alot and nothing is still done
Business Response
Date: 06/22/2025
Dear Timothy,

Thank you for reaching out and sharing your experience. To help us investigate and resolve your concern thoroughly, could you please provide the following details:

1. Date(s) of Purchase
2. Store Location (City and address, if available)
3. Details of the Overcharge (e.g., amount charged vs. expected price)
4. Description of the Interaction with the Employee (including the name “John” mentioned)
5. Any Receipts or Transaction References

Once we receive this information, we will be able to conduct a thorough review and provide a formal response.

Augusto
Customer Support Center
Case ID: 19023677
Customer Answer
Date: 07/03/2025
Here is the receipt pictures . Thank you
Business Response
Date: 07/07/2025
Greetings ******* ********:

Thank you for sending photos of your in-store transaction.

We have reviewed the transactions associated with your account but were unable to locate any details that match the purchase shown in the photo you provided. To assist you further, please provide the following:

*The amount charged and the expected price

*Whether any coupons or discounts were applied

*A screenshot of each receipt showing discrepancies, so we can verify both the item charges and transaction totals

Once we receive this information, well be happy to review and make any necessary corrections.

Thank you for shopping with us!
******
Customer Support Center
Case ID: ********
Initial Complaint
Date:06/21/2025
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 ordered an online order. They informed me after I called that they do not do online orders from that store. I asked for a refund to which they told me would be 5-7 business days. They credited my safeway account for an inconvenience. I called after 7 business days because I haven't recieved the money. They assured me it was on the way. I've called them the past 4 days and they said they just processed the payment. It's been over two weeks. I was told yesterday it would be in my account today. I need that money to feed my dog and they are refusing to give me my money, a correct time frame of when I'll get my money, or a credit to safeway so I can get my dog food. They should have never had delivery as an option if I wasn't able to use it.
Business Response
Date: 06/22/2025
Dear Joshua,

Thank you for reaching out and sharing your experience. To help us investigate and resolve your concern thoroughly, could you please provide the following details:

1. Order Number
2. Date the Order Was Placed
3. Store Location (City and address, if available)
4. Payment Method Used (e.g., credit card, debit, PayPal)
5. Any Confirmation or Reference Numbers related to the refund or store credit
6. Details of the Store Credit Issued (amount and how it was received)
7. Preferred Contact Information (email or phone number)
8. Dates and Names of Customer Service Representatives Contacted, if available

Once we receive this information, we will be able to conduct a thorough review and provide a formal response.

Augusto
Customer Support Center
Case ID: 19022928
Initial Complaint
Date:06/18/2025
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 made an online order on May 21 2025 and canceled the order was never refunded . I called multiple times they kept telling me 3-5 days then 5 to 7 days still never recieved a refund.
Customer Answer
Date: 06/20/2025

Better Business Bureau:

Hello thank you for reviewing my case , it is acceptable.

Ivy Moss
Business Response
Date: 06/20/2025
Greetings Ivy Moss:

Thank you for bringing this to our attention. Following a thorough review, we confirmed that your order was canceled and no charge was applied to your credit card, as verified by the Payment Service department.

We also identified that the $139.09 applied from your Banner Cash Gift Card was not refunded due to a system-related issue. A support ticket (INC12771926) has been submitted to address this, and the reissue process is currently underway to ensure the amount is returned to your gift card.

Sincerely,
Arleen
Customer Support Center
Case ID: 18961065
Initial Complaint
Date:06/11/2025
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.
Hello I would like to file a complaint due to the fact that Safeway doesnt accept s3 benefit cards but accept all other benefit *** and fsa as well as *** for online orders. ******* accepts ** card for online grocery orders yet Safeway still doesnt Im reaching out in hopes that Safeway can change their policy as to avoid filing complaint with the state
Business Response
Date: 06/12/2025
Greetings ******* ****:

Thank you for bringing your concern to our attention regarding the acceptance of S3 benefit cards for Safeway online and Drive Up & Go orders.

We recognize the convenience that additional payment options like S3 benefit cards can provide and understand how these options support your purchasing needs. Currently, Safeway accepts multiple benefit card typessuch as EBT, HSA, and FSAfor eligible in-store and online transactions. However, S3 benefit cards are not yet supported for online or pickup orders.

Your feedback is valuable, and we will escalate this request to our internal teams for further consideration. We periodically review and update our accepted payment methods to enhance accessibility and accommodate evolving customer needs.

Thank you again for reaching out with your input.

Sincerely,
******
Customer Support Center
Case ID: ********

Customer Answer
Date: 06/12/2025

Complaint: 23455305

I am rejecting this response because:
You are contracted with ******** who accepts s3 payments for buying groceries at Safeway also for example ******* does pick up and go as well as delivery for s3 benefit cards meaning it is possible to implement into existing programs. I just am perplexed Safeway can accept my s3 thru DoorDash orders forcing me to lose out on the Safeway membership deals while adding undue financial burden onto me as the consumer.
Sincerely,

******* ****
Customer Answer
Date: 06/16/2025
Id like to just close this complaint as I dont feel its gonna go anywhere and I dont have the health to deal with this issue Ill just shop elsewhere Sent from my iPhone

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Safeway is NOT a BBB Accredited Business.