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

589 total complaints in the last 3 years.
230 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/17/2025
Type:Customer Service Issues
Status:
UnresolvedMore 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 12/31/2024 My wife purchased four ******* gift cards for a total of $800.00 at the ********************************************************* in ******. This turned out to be a scam and was reported to the ***, FTC, Citibank, Safeway and Sephora immediately.There is a BBB complaint relating to this ******* a result ******* has disabled the cards, authorized refunds and referred me back to Safeway.I have spent hours on the phone with Safeway and have been to the local customer service desk several times. ********************** refuses to issue refunds even though I showed them the Sephora emails. Today I asked the manager at ************************************************ if she would help me and contact Sephora herself. She refused.This is between Safeway and Sephora and I am stuck in the middle. Please help.
Business Response
Date: 01/26/2025
Greetings *** *******:

We have reviewed and shared this incident with our ********************* They informed us that your ticket is still under investigation, and you will be notified when they have updates.

We see our team emailed you the same information on 1/24. If you have any additional questions, please reply to that email or call our ******************** directly at ************, prompt 4. They are available Monday - Sunday from 6 AM - 6 PM PST.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 01/27/2025

Complaint: 22826083

I am rejecting this response because:
Nothing is being done.
Safeway "gift card" group does not respond.
Sephora insists that they are working with Safeway to resolve the issue and that Safeway will contact me.
This never happens.

Sincerely,

*** *******
Initial Complaint
Date:01/14/2025
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.
12/19/2024 209.02$groceries.i never got the groceries. I reached out and was told my case was being escalated within 7 days. I never heard back. I reached out a second time and was told my case hadn't been escalated and was being escalated and I'd hear back within 3 days. I never heard back. I called a third time and was told the exact same thing. I still dont have a refund. Reference #s: ******** and ********
Business Response
Date: 01/16/2025
Greetings August ***** *******:

Our team has tried several times to refund this order but was unsuccessful. They have sent you an email with alternative options for a refund. Please respond to their email or you can provide us with the requested information here, and we will pass it along.

Our apologies for any inconvenience this may cause you. If there is anything else we can help you with, please don't hesitate to contact our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM PST.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:01/13/2025
Type:Sales and Advertising 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.
3 off fresh produce coupon never come off, Safeway is doing fake coupon deal.
Business Response
Date: 01/19/2025
Hello Kun ****,

Thank you for sharing your concerns with us.

We have reviewed your complaint and the account associated with the email and phone number provided here and found no such coupon was clipped or any transactions before the attached coupon had expired.

Please provide us with your loyalty account email address and phone number, if different from above. Please also include a photo of your receipt, top to bottom.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:01/13/2025
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.
On January 5th I had a customer service (CS) agent named Rianazaira cancel my pickup Safeway order as it was 3 hours late over the promised time. She reported the $77.38 charge would fall off my account in 3-5 business days. On January 7th Safeway charged my account an additional $68.38 for the groceries that I didnt receive and was canceled. I contacted Safeway CS again and spoke to ***** **** who told me to rest assured I would receive the refund of $68.38 and the $77.38 would fall off my account in 3 days. She couldnt give me an answer as to why I was charged twice. On Saturday January 7th I received the refund for the $67.38, but not the $77.38. After I contacted my bank and they told me to contact Safeway. I did. This time I spoke with Mac Franknel who at first told me that I would receive the refund by Monday January 13th, 8 days after the refund was supposed to be issued. After I asked him if I could speak to a Manager because each person Ive spoken to at Safeway has told me to rest-assured Ill receive the payment in 2 or 3 more days, he told me that they only charged me $68.38 and not $77.38 and that a manager cant help me I should contact the store and then immediately terminated the conversation. So on the same day I contacted the store directly and the manager told me that he can not help with the refund and to contact their customer service or my bank. I contacted my bank again and they said that they cant do anything about the pending charge and to contact the store or wait for January 13th to see if it falls off or is charged. It is January 13th and the refund still has not reflected on my account. At this point Im wondering if Safeway is trying to fraudulently steal money from my account.
Business Response
Date: 01/16/2025
Greetings ***** ****:

Our ******* services team looked into this, and there is no pre-authorization hold on our end. We would have released this when we charged the order on 1/6. If you still see this on your account, unfortunately, we would have to refer you back to your bank, as there is nothing we can do. Depending on your financial institution, they may hold funds for up to 10 business days.

Our apologies for any inconvenience this may cause you. If there is anything else we can help you with, please don't hesitate to contact our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM PST.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:01/11/2025
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 subscribe to Safeway delivery. On January 6 I ordered 14 items, one was not available, for a total of $54.73. The order was delivered in my time slot, but none of it was my order. I did not receive anything I ordered. I called CS to initiate a refund and have been denied. I would like a refund on my items.
Business Response
Date: 01/14/2025
Greetings ***** ********:

We appreciate you sharing your concerns with us and apologize for any inconvenience this may have caused you.

We have submitted a refund of $54.73 back to your card on file. Please allow 3-5 business days to see the credit. You should have also received an email receipt with the same information.

If there is anything else we can help you with, please contact our ************************ We are available Monday through Sunday from 6 AM to 10 PM PST at ************.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 01/14/2025

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.

Sincerely,

***** ********
Initial Complaint
Date:01/11/2025
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 visited the ********** VA Manchester lakes store about 2 months ago and needed to return a bag of chips and biscuits to the store. I had just bought the chips in the biscuits a day prior and I had my receipt. Your policy stated that any item can be returned with a receipt. Manager on duty whom wasn't wearing a name tag was an African gentleman and he refused to return the items and said they don't do any returns even with a receipt because how would they make money and they have to sell it back to the customers. So he said that is store policy and when other customers behind me protested too he argued back with them and said that that was the policy even though your competition says otherwise and your return policy online says otherwise too but this manager does not know the policy or the refuses to adhere and puts his own policies in place. I told him I would just leave the items on the counter and he did not care. I reached out to the corporate line twice and nobody got back to me. I have experienced the worst customer service at this store.
Business Response
Date: 01/16/2025
Greetings ******* *********:

We have shared your concerns with our team, who tried to contact you directly with no luck. Please return their call or provide us with your best contact information so we can pass it along.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:01/09/2025
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.
Disappointed in the food and produce at Safeway lately! Recently, I got these berries ($8)and they had mold on them. My other berries ($8) were mostly spilled out. A few days ago, I bought meat ($28) and just noticed the packaging was punctured. On top of that, some of the managers at the local store are very rude, and some employees dont seem to like their job. I added one receipt. However, the other doesnt so in my online account. Store: ***************, **
Business Response
Date: 01/19/2025
Hello Mil ********,

We appreciate you bringing your concerns to our attention and sincerely apologize for any inconvenience this may have caused you. We shared them with our team, and they informed us that they have spoken with you directly, and this has been resolved to your satisfaction.

If you have any other questions or concerns, please don't hesitate to contact us again.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 01/19/2025

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.

Sincerely,

Mil ********
Initial Complaint
Date:01/09/2025
Type:Delivery 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 had placed a pickup order on December 14 it was cancelled the same day and I have not yet recieved the refund. I have contacted several times now. They told me that it was escalated again. Well here it is over 3 weeks later and no refund. I keep getting the runaround from the people I talk to. The order number is *********. The amount of the order to be refunded is $39.91.
Business Response
Date: 01/09/2025
Greetings **** ******:

We appreciate you sharing your concerns with us and sincerely apologize for any inconvenience you may have experienced.

We reviewed the order and show a refund has already been submitted for $32.92. Please allow 3-5 business for that to be credited back to your account. If you don't receive it by the end of the day on the 5th day, please contact your financial institution to inquire about the release of the funds.

If you need further assistance, please feel free to contact us again.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 01/10/2025

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.

Sincerely,

**** ******
Initial Complaint
Date:01/07/2025
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.
On Saturday, January 4th 2025, I entered the Safeway Beretania location to make a cashback withdrawal. I was hassled and given dismissive and truculent attitude by an employee, *** ***. Although I was eventually able to have my request processed the employee continued to be rude and discourteous, even challenging me to do something about the situation. I visited the location and called customer service to have the employee reprimanded but Im unsure of what came of the situation. I am still awaiting a response from the management team in regards to a resolution. I want to submit this claim to hold all parties accountable and to hopefully initiate some sort of reprimand and remediation for that employee.
Business Response
Date: 01/09/2025
Greetings ***** ****:

We appreciate you sharing your concerns with us and sincerely apologize for the poor customer service you experienced.

We have shared this with our District Manager to handle internally and have no additional information as we do not discuss employee matters publically.

If you need further assistance, please feel free to contact us again.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:01/06/2025
Type:Sales and Advertising 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 3 separate occasions I have purchased items from this store and the food was bad on the inside, some were expired, made my children and I sick. The 3rd time I spent $560 on groceries and once we tried to eat the food the majority was rotten on the inside, fresh vegetables and fruit were rotten, the salmon made me sick, the orange juice was expired and made my kids sick. Avocados, milk, orange juice, tomatos, salmon, chicken was bad, there was a SLUG in the blueberries! There were nats in the bread. The strawberries were bad. Almost $600 wasted on rotten, bad, insect infested food. Im disgusted, disappointed as Ive always used Safeway but never go there again. And now am pretty much back to an empty fridge.
Business Response
Date: 01/07/2025
Greetings ******* *********:

We appreciate you taking the time to share your concerns with us. So that we may address this appropriately, please provide the store locations where the purchases were made, photos of the receipts, and your loyalty account email and phone number.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 01/08/2025

Complaint: 22774784

I do not have the receipts as I dont keep them expecting rotted food. The first 2 occasions were one or 2 items. Its the 3 incident where I spent $565 or $575.. something around there. And ALOT of the food was rotten. I checked what I could in the store but until you actually open things you dont know if they are bad. ie: avocados, chicken, blueberries, bread slices, salmon, orange juice, milk, etc. my i spent almost $600 on January 3rd late morning/early afternoon at the ************************* Safeway and now my fridge is almost empty cuz of the refrigerated items that needed to be thrown out. I need a resolution asap as I have 4 kids to feed.

Sincerely,

******* *********
Business Response
Date: 01/14/2025
Greetings ******* *********:

Without store information and a proof of purchase, we cannot assist you.

Thank you.

******** *.
Customer Support Team
********
Customer Answer
Date: 01/14/2025

Complaint: 22774784

I am rejecting this response because: I have attached the 2 bank statements that show on January 3rd, 2024 I made a purchase totaling $559.14 in groceries. I have told you three times now which store it was. The store on ************************* in **************. Both bank statements show the matching dates and store number I believe. I do not have the receipts but I showed you the withdraws out of the bank.

Sincerely,

******* *********
Business Response
Date: 02/03/2025
To Whom It May Concern:

Our Store Director has reached out directly to address these concerns.

If any further assistance is needed, please let us know.

Thank you,

******** *.
Customer Support Team
********

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Safeway is NOT a BBB Accredited Business.