Business Profile

Grocery Store

Safeway

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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

591 total complaints in the last 3 years.
228 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:11/03/2024
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.
Safeway is using deceptive trade practices. They advertise one price for a product, another price for the "members" price and yet another price for "digital coupons", with absolutely no explanation or warning to the public/their customers about what a "digital coupon" is and that by simply being a "member", who were once promised the "best prices" for giving them our phone numbers, does not guarantee the best price anymore. And, further, that simply entering in our phone numbers (using our digits to enter the number) doesn't provide you the "digital coupon", you have to bring in your phone now, to upload a program, to have installed on your phone (very intrusive), to access a coupon, and then, not even all that will guarantee you the price advertised for a "digital coupon", you have to actually use the program on your phone to select it and have it applied!!!This is getting WAY out-of-hand, expecting customers to not only check-out their own groceries and enter our phone numbers. But we also have to use our personal phones, to allow a program to be installed on our phones, and then we have to use the program, while shopping, to be able to actually benefit for the advertised lowest price for each and every item that you purchase in the store. This is CRAZY!!! And, it is intrusive and violates our personal space on our cell phones!!!Further, the customer service, at least at the ********************** in ******, **, has absolutely no idea how to de-escalate a situation when a customer is clearly upset and angry at this deceptive practice.
Business Response
Date: 11/18/2024
Greetings ***** ** ********:

We appreciate you sharing your concerns and store experience with us, and we sincerely apologize for any inconvenience, confusion, or frustration this has caused you. We have shared the details provided with our team to ensure situations such as these don't arise again in the future.

Additionally, all details of our loyalty program, Safeway for U, can be found on our website. Please visit the link below by copying and pasting it into your browser for details and to sign up if you wish.

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

To receive member pricing, enter your phone number at checkout; that has not changed. For items with digital coupons, please download the coupon to your account before purchasing to ensure you receive the savings. You can do this through our mobile app or on a computer by logging into your account. Please note that needing to download the coupon is indicated in the advertisement, website, and product tag.

Should you need further assistance with this, a member of our team at the store would be happy to help, or you can call our *********************** at ************. They are available Monday through Sunday from 6 AM to 10 PM PST.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 11/18/2024

Complaint: 22508595

I am rejecting this response because:

As I have mentioned before, I am NOT willing to have to use an application on my phone, to get the "preferred"
or lowest price available. I have registered my phone number with them, with that intended purpose, years ago.

Since they seem to believe that they need to put customers through extra obstacles, to get the ADVERTISED lowest
prices on their products, I will cease going to their stores. I will shop elsewhere, where prices are there to deceive and
confuse customers, especially the elderly, who have no intentions, whatsoever, of using additional practices just to get
the advertised price, shown on the shelves of the product that they are pulling to purchase.

Deceiving the public is NOT okay with me and should NEVER be allowed or okay with ANYONE.

I hope that Safeway actually awards **** for his behavior, because the response received actually encourages it.

No more Safeway shopping for me and I will NEVER recommend them or encourage ANYONE to shop there. Instead, I will
warn others of their deceptive pricing practices.

Sincerely,

***** ** ********
Initial Complaint
Date:10/31/2024
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 have been overcharged numerous times shopping at this Safeway as well as the *************** location. Yesterday I was overcharged $23.61 on 5 items listed on sale and with "Clipped" coupons. I noticed and *********** in customer service took over **************************************** begrudgingly . Last month I was overcharged approximate $11.00 on 3 items (Kevins frozen meals) I called and was told this had been a problem and they were aware of it but apparently did nothing, and have lost my receipt and cannot be refunded without.I'm afraid these stores are habitually overcharging customers and most don't even notice.I hope this will be resolved and STOP STEALING FROM CUSTOMERS!
Business Response
Date: 11/04/2024
Greetings ****** *****:

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

We have reviewed your account with the information provided here, and while there is an active account with your phone number, there is only one transaction from two months ago and one coupon clipped from the same time.

Can you please confirm your email address and phone number on your loyalty account so we can look into the issues you are experiencing? Alternatively, if you prefer, you can call our *********************** at ************ for assistance. We are available from 5 AM - 10 PM PST - Monday through Sunday.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 11/11/2024

Complaint: 22493996

I am rejecting this response because: After speaking with CS Representative "JAX" zero explanation was given for repeated overcharging

Sincerely,

****** *****
Business Response
Date: 11/14/2024
Greetings ****** *****,

Please provide the email address and phone number on the account that you are using so we can look into this. As stated in our previous message, the account we located using the information you provided with this complaint has not been used since September.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:10/30/2024
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.
Store has a history of purposely not adding clipped coupons at the register. It did show some discounts so I didn't notice until I got home. I used the app to CHAT and was told I had to go back into the store and speak to ***************** but when I went into the store, **************** refused to help me due to incompetence. Since Safeway doesn't have **************** **** and discourages you from calling them and says you have to go back to that same store and speak to someone in person who's job it is to make things as hard as possible, I felt this was my only resolution. The store uses "Digital Coupons" that you scan to "clip" in the App. When you input your phone number, it's supposed to apply the Clipped Coupons. It doesn't, by design. The bank on you not noticing or being too embarrassed to ask for help, but it's setup so that the coupons never work and you have to ask an associate for an override. I went through all of my clipped coupons in the app, and my receipt in the app, which proves I input my phone number, otherwise it wouldn't have been saved in the app, and the total of the coupons NOT applied came out to $15.54, that's what I was overcharged.Doritos were supposed to be $4.99 with my clipped coupon, they charged me $6.49 Devour Frozen Meals were supposed to be $2.99 each limit 4 and they charged me $5.49 ea for all 4 (a $10 difference) and then two Screamin' Sicilian Pizzas were supposed to be $4.97 each with the digital coupon but they charged me the regular sale price of $6.99 each. The total difference of the above comes out to $15.54 that I was overcharged, even though I clipped the coupons and input my number. I then returned to the store with my digital receipt but was told the only person who could help me was on break and that the person at the **************** desk was unable to perform **************** duties.The number listed below under Order Number is the barcode on the receipt.
Business Response
Date: 11/03/2024
Greetings ***** ******:

We appreciate you reaching out to us with your concerns, and we sincerely apologize for any inconvenience this may have caused you.

We reviewed your account, and while the transactions are showing, no coupons for the items you listed are on your account. There is one on your account currently, and it's from last week.

Can you please confirm the email address and phone number listed under the Profile & preference tab in the app so we can ensure you don't have more than one account causing an issue?

We look forward to helping you.

Thank you,

******** *.
Customer Support Center
********
Customer Answer
Date: 11/05/2024

Complaint: 22493951

I am rejecting this response because:
They asked a question, I'm just answering the question by providing additional information.
Attached is the screenshot from my account on the day AFTER my purchase, showing the coupons I had clipped the day of the purchase.
Obviously, these are no longer in my account bc the coupons have an expiration, this screenshot was from a week ago, so those coupons are no longer valid, but they were on the date of purchase.
Sincerely,

***** ******
Business Response
Date: 11/20/2024
Greetings ***** ******,

Thank you for sharing the offers that you missed. We understand they will expire and won't be visible in your mobile app anymore, but we can still see all your clips on our system.

We don't see anything clipped on your account to date under your 6538 phone number, which leads us to believe you may have another account or that we need to escalate this to IT.

Please confirm the email address and phone number linked to your account. You can find this by clicking member, profile & preferences, and personal info.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:10/29/2024
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.
Starting on October ******* I have been to several participating fuel stations to use my gas rewards. During that time all the pumps have said I have zero awards which Safeway itself says that I have over three dollars in rewards. I have made nine attempts at calling Safeway to get this issue resolved. No one will help. Ive been hung up on twice. Ive sent two emails with still no results. Ive attempted to go to the pumps again to try to see if the issue has been resolved. As of October 29, 2024 the problem is still not resolved. This my 1st reference number on October 10. ********. Rewards expire at the end of each month. I want what I earned buying groceries. I want my account repaired so I can use what Im entitled too.
Business Response
Date: 10/30/2024
Hello ********* *********:
We appreciate you taking the time to share your concerns with us.
Our IT Team did get back to us and advise that your account was locked and has since resolved the technical issue you were experiencing. With that, they had to reset your password to: Password123! - Once you log in with that temporary password, you will be prompted to enter a new password for your account. After this is completed, please let us know if you're successfully able to redeem your Grocery Points at the pump.
Additionally, we apologize for the experiences you had with any of our associates - Please know it has been shared with our Customer Support Center Supervisors for review.
Thank you.
Aryssa
Customer Support Center
Case ID: ********
Customer Answer
Date: 10/31/2024

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:10/28/2024
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.
October 8, 2024 I spent $265.41 on a delivery order (#: *********) from Safeway. I accidentally sent it to a friends address I had once used previously. (Even though it automatically has sent all previous orders here to my correct address since January)I immediately canceled my order. And got on the chat to confirm it had been canceled And to request a refund because my card had already been charged. I spoke with a live agent by the name of *****. She said that my order was canceled and I had already received a refund. I receive instant notifications from Cash app when I get anything. There was no refund. There still is no refund. I have proof that Safeway took $265.41 out of my account. She said that she would issue a refund request. I have had issues with Safeway before, So I asked her for confirmation before she disconnected that I had canceled my order and that they would refund my card. She said that she had canceled it and disconnected rudely without saying anything else. I reconnected with another live agent, by the name of **********. He assured me that my refund was requested, gave me a code (********) for reference. *screenshot*No refund, called customer service October 21st, more than 9 business days, gave reference code and they had no idea what I was talking about. Said they would submit a refund request and to check 3-5 business days. Gave code #******** for reference. No refund. Called October 28, spoke to *******, gave reference code, still nothing. They have no clue what Im talking about every time I call? She said she would submit a refund request and to check back in 3-5 business days. I said please send something to my email or phone number associated with my account documenting that I requested this refund today. She REFUSED. Said this would take time - I said for $265 Id be happy to wait and then she went silent, came back after a few minutes repeating it would take time, and then HUNG UP.
Business Response
Date: 11/03/2024
Greetings ******** ******:

We appreciate you reaching out to us with your concerns, and we sincerely apologize for any inconvenience this may have caused you.

We have processed a refund of $265.41 back to your card on file. Please allow 3-5 business days to see that reflected on your account. You should have also received a receipt with the same information.

If there is anything else we can help you with, call our *********************** at ************. We are available Monday through Sunday from 5 AM to 10 PM PST.

Thank you,

******** *.
***********************
********
Initial Complaint
Date:10/28/2024
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.
On 10/26/2024 I made an online purchase of groceries to be delivered to my apartment. The order number is ********* for $51.52 on my EBT SNAP card for $49.52 plus $2.00 going on my credit card.whivh they left in the lobby of an 84 apartment building instead of delivering it to my door like they always did. I am 72, on a ****** because of a spinal fusion and cannot walk very fast or far and on oxygen.i went downstairs to get the groceries, but there was nothing there. That lobby is right by the exit door.of the building so anybody coming or going has access to it. All I know is that is that I am out $51.52 in benefits and cash and they should be liable for leaving my groceries in such a insecure area. I want a replacement or refund. Thank you for any assistance you can provide. This really hurts to use my important benefits and not get anything to show for
Business Response
Date: 11/06/2024
Greetings ***** *********:

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

We have submitted a full refund of $51.52 back to your card. Please allow 3 - 5 business days to see that credit back to your account. If you don't see that by the end of the day on the 5th business day, contact your card issuer to inquire about your funds.

Again, we are sorry for the inconvenience. If there is anything else we can assist you with, please let us know.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 11/07/2024

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:10/28/2024
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 didnt get my order ********* was told i was refunded its been more than 7 business days and still no refund
Business Response
Date: 10/30/2024
Greetings ****** ********:

Thank you for taking the time to share your concerns, and we sincerely apologize for any inconvenience this may have caused you.

We have processed a full refund for $101.24. Please allow 3-5 business days to see that credit back to your account. You should have also received an email with these details.

If there is anything else we can help you with, reply here or call our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM.

Thank you,

******** *.
***********************
********
Initial Complaint
Date:10/25/2024
Type:Billing 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.
Safeway did not honor my club card discount. When it rang up they told me I need an app online. I already have the club card that I showed them. They still refused.
Business Response
Date: 10/27/2024
Greetings ******** ******:

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

We have two types of offers. The first is club card discounts or member prices. You can use your physical club card or a phone number registered to a club card number. These do not require the app or you to take any other steps. The second type of offer is digital offers. You will want to make an online account, which you can do from our mobile application or website. Digital offers will be marked as such and are different from member pricing.

We searched your information and noted that your phone number is only attached to a club card, but it's not active online to clip and redeem digital offers. Please see the link below for more details on our loyalty program and how to sign up. For more assistance setting up an account, please call our *********************** at ************, and one of our *************************** will be more than happy to help. We are available Monday through Friday from 6 AM - 10 PM MST.

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

Additionally, if you could please provide the store location, club card number, or phone number used at checkout and details of the offers missed, we would be happy to investigate this matter further.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:10/23/2024
Type:Service or Repair 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.
I have been complaining directly to Safeway **************** that the Safeway in ****** at ******************** is never stocked. They are consistently out of all food and products. This is only illegal because of the bait and switch involved here. They are always out of stock of anything on sale because the staff refuses to stock the store more than once a day. I have complained and told their ****************s that this is illegal and they have done nothing at all about it in over three months and over 125 complaints. That store is still always empty and out of stock. Except the expensive over priced stock. THIS IS FRAUD at this point.
Business Response
Date: 10/30/2024
Greetings ***** ********:

We appreciate you taking the time to reach out to us about your concerns.

Our District Manager has recently spent a lot of time in this store, and conversations have been had with the Store Director in regard to your feedback, to make sure the team is working diligently to re-stock the shelves throughout the day.

Management team members have been getting more in touch with sales patterns, so they can more accurately forecast and order appropriately. Its always our intention to sell as much as we can, and this specific store has a very ad driven consumer. We want these sales, and the team here is committed to ensuring the best in-stock position.
If you have any other questions or concerns, please reply here or contact our *********************** at ************.

Thank you,

Aryssa
Customer Support Team
Case: ********
Customer Answer
Date: 01/21/2025
Once again the store manager needs to be fired. I went in last night, Friday night at 6 pm. There is NO FOOD again stocked anywhere and 1 person only working the front and no other employees anywhere. They all left at 3 pm from my understanding and there is barely a staff at night so nothing gets stocked at all. Then I came in at 8:30 am the next morning because I NEED FOOD TO EAT, and the whole store is STILL just as empty even though been open for over 2 and half hours and every staff is just standing around talking to each other and not doing anything at all. The ********** was just talking about their day and not stocking anything even though there is only $30 packages of chicken wings and $60 roasts only out there since 6 pm the night before. People need to be fired and replaced. There were once again customers just walking out the store and not buying anything at all while ***** down the street has lines out the door because that's where everyone went instead. FIRE THEM!!!
Initial Complaint
Date:10/23/2024
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.
I went to this Safeway at ***************************** on the morning of 10/22/2024 to buy two diet Mtn **** and get two free, per the ad for ***** products. They had the ad/sticker up in the aisle with all the other sodas, but there was no diet Mtn Dew. There was one of them at the End Cap of the aisle, but that was it. I asked someone to look in back and they did, but they said they were all out. That employee told me to but the buy the one I found, and they will write me a rain check.I proceeded to do that and purchase some other items, but they wouldn't give me the rain check. I was just going to buy one at full price, and then expected a rain check for two free ones if I came back and bought another one full price. They completely refused to accommodate in me in any way. It's false advertising to lure customers into the store with deals that don't exist.
Business Response
Date: 10/30/2024
Greetings *** ****:

We appreciate you sharing your concerns and sincerely apologize for the bad experience you had at our ********* location and any inconvenience this may have caused you.

We reached out to our team, and they were very apologetic. They let us know they are happy to honor the ad special for the Diet Mountain Dew and provide you with a $25 in-store credit for your trouble. Please return to the store and speak with the Store Director, who will be happy to assist you.

If there is anything else we can help you with, reply here or call our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM MST.

Thank you,

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

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