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

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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:10/22/2024
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I went to refill a prescription on the Safeway app only to find it had been archived by a pharmacist even though it has 3 refills left and its one Im actively taking. Because it was archived by a pharmacist, I cant un-archive it and request a refill. Safeway shouldnt be allowed to do this to people.
Business Response
Date: 10/29/2024
To whom it may concern:

We followed the patients prescriber's request to cancel the ** in question. This was documented on the deactivated **. For patient safety, there should not be 2 prescriptions of the same strength with different directions. This will lead to patient confusion as to which one patient should take. The current direction prescription was rescripted last week.

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

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:10/21/2024
Type:Delivery 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.
Placed an order on August 10. Had to cancel it. Requested a refund that day. Was told itd be 5-7 business days. It is now October 21 and I have not received my refund. I have called multiple times and each time it was supposedly escalated.
Business Response
Date: 10/26/2024
Greetings ******* *********:

We appreciate you taking the time to bring this to our attention and sincerely apologize for any inconvenience this may have caused you.

We have issued a refund of $78.58 back to your card. You should see this immediately, but it may take 3-5 business days to reflect.

Again, we are very sorry for the inconvenience. If you need any more assistance, please reply or call our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM MST.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:10/21/2024
Type:Customer Service 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 August 20, 2024, I purchased a $50 Amazon gift card from the Safeway store at *********************************************. After opening the card, I discovered that it had already been used. The gift card was physically tampered withhalf of the card was cut, and the valid portion had been taken by someone else. It appeared that the card had been reassembled afterward. I immediately contacted the store's customer service, but they directed me to call the Safeway gift card department. When I called, the department was already closed. The next day, I called Safeway customer service again, explained the situation multiple times, and was transferred to the gift card department, but no one ever picked up. I attempted to call three more times after that, but none of the calls were answered. I also tried disputing the charge with my credit card company, but that was unsuccessful.I am requesting that Safeway refund me the $50 for the unusable gift card.
Business Response
Date: 12/07/2024
Greetings ****** *****:

We appreciate you bringing this to our attention and sincerely apologize for any inconvenience this may have caused you.

We shared your complaint with our Gift Card team, and they let us know that they have created a ticket for your issue and will reach out to you directly to resolve it.

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

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 12/10/2024

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:10/19/2024
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.
This complaint is for the Safeway on *********************************************************. The person who runs this store ***** should be immediately fired. For the last several weeks delivery drivers have to stand in long lines and wait to pay for 2 or 3 items that belong to someone else. The reason for this as told by ***** himself and another manager was that the cause for the issue is that two of the scanners in self checkout got stolen so they removed the other 4 as well. Now delivery drivers have no ability to use self checkout. Apparently, now they want to act as if they are trying to curb theft. This store has so much inventory stolen that I do not see how it is open. Just two weeks ago I stopped a guy from taking a whole cart out of the store. This is after they spent thousands of dollars on some dumb security apparatus and have hired security (kids walking around the store who do absolutely nothing to stop people from stealing). They said that the total of the stuff was well over 200 bucks. Today when I had the issue with checking out I tried to point at someone to tell the manager that they were stealing and all he did was to shrug his shoulders. They really do not have to care. They will just raise the prices and let the working class bite the bullet. This store has caused me to lose at least 150 bucks this week alone. Today I lost 27 bucks on the order I had. I shopped for two people and had over *************************************************************** a long line to pay for items that are not even mine. Some days I have two items and have to wait in line over 20 minutes. There is no way that corporate knows how awful this store is ran. I will never shop at this store. Only a fool would. Why would I spend my money here when drug addicts can take what they want for free? To make this worse the woman in customer service was doing nothing and said she could not check me out. The *** ***** says he would have helped me, LOL. They would not open another line.
Business Response
Date: 10/29/2024
Greetings ****** ********:

We appreciate you sharing your concerns and sincerely apologize for any inconvenience you experienced during your visit.

We have shared this incident with our District and Store Managers for review so they can investigate and take appropriate action to improve in the future.

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

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
Date:10/18/2024
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.
JUNE 14, 2024 Entered Safeway *********** in an attempt to have a Safe and quiet place to purchase pharmaceuticals And as a former Employee of Safeway I have been a Patron for 50 years. The Managers have been overstepping and working Outside of Safeway's impeccable **************** training they are famous for. This Case takes that to A Whole other extreme! As a business manager, I believe in recycling By bringing in my own bags to shop, they were paper, and they started getting too heavy so I purchased 2 Safeway/********** bags and placed the items To purchase in those bags and went to the front register placing them on the belt only to have a Sherrif stand at the Head of the Belt near the candy and film my Property with her body camera. I instantly felt violated and stopped short of giving our Company dollars to the violations. THEN, She became violent towards us and stood in front of the door trapped me in the store at the ********* and placed Handcuffs tightly so my hands are Now unusable for long times, in pain just writing this. Took my companion Animal and Property. What Kind of Company is Safeway that will charge a former employee and fellow businesses with walking in their store? This is beyond a Bad Review I Need Answers
Business Response
Date: 10/27/2024
To whom it may concern,

We thank Ms. ***** for her letter. An investigator will be assigned to review the incident and determine if additional training is needed.

Thank you,

******** M
Customer Support Team
********
Initial Complaint
Date:10/16/2024
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.
Arrived at the Safeway location at ******************************************** at 2:45 a.m. store signage as well as ****** maps indicates the store is open 24/7 except for Christmas. However after calling the store around 2:50 a.m. the same day, I was referred to speak to the store manager ******* who comes in about 10:00 a.m. we were told. Safeway needs to update ****** maps with the real store hours and discontinue marking the store as 24 hours leading people to drive long distances only to find that the store is closed for many more hours, leading to large inconvenience. At the moment, store signage as well as ****** maps leads the average customer to believe that the store is actually open 24 hours when that is not the case. The store's phone number is **************
Business Response
Date: 10/26/2024
Hello ***** ****:

We appreciate you sharing your concerns with us and apologize for any inconvenience you may have experienced due to our ********* location being unexpectedly closed.

We contacted the store, and they told us the hours are correct. However, they closed because they were short-staffed the night you visited.

Again, we are very sorry for the inconvenience. If we can be of any more assistance or you want to be contacted directly by our store team, please reply here or call our *********************** at ************, Monday through Sunday, 6 AM - 10 PM MST.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 10/27/2024

Complaint: 22428747

I am rejecting this response because: As seen in the attached PDF file, the majority of 1 star reviews for this location *****************************; indicate the hours are always consistently wrong based on multiple individuals visiting the store at night, and are consistently turned away. There is no way that just that one night the store was understaffed because I have visited later hours in the past and came across the issue but didn't report it at the time, hoping that it was a one-off.

Sincerely,

***** ****
Initial Complaint
Date:10/15/2024
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.
Why wouldnt their location to buy a gift card? I took it home and it ended up as missing two digits for the numbers so I cant use it so I took it back to them and they told me I had to call their corporate 800 number I called and left a message. Never got a call back That was on October 14, 2024. I uploaded the two cards and its supposed to have 13 digits as youll see for the upload. It only has 11 digits.
Business Response
Date: 10/17/2024
Hello ***** *********,
Thank you for taking the time to reach out to us about your Gift Card issue.
Gift Card Case: ******** has been created for you. In order to move forward, our Team does require proof of purchase; this can be a store receipt, or a bank statement. Additionally, if you would like a refund, make sure to also verify the last four digits of the payment card.
Please respond here or reply to the email we sent out to you today, 10/17/2024 at 10:20 AM.
We look forward to hearing from you - Thank you,
Aryssa
Customer Support Center
Case ID: ********
Customer Answer
Date: 10/22/2024

Complaint: 22427642

Receipts attached id number ********

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

Business Response
Date: 10/26/2024
Hello ***** *********:

Our ******************** emailed you on 10/17 requesting copies of your receipt or bank statement as proof of purchase and the last four digits of the payment card for a refund once they receive proof of purchase.

We have sent them the pictures of the gift card you shared here, but more information is needed. Please reply to that email with the requested information so our team can assist you with this issue. Alternatively, you can call ***************, select prompt four, and give them your case number ********. They are available Monday through Sunday from 6 AM to 6 PM.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 10/28/2024

Complaint: 22427642

Im not sure why they need it because it is on the receipt I sent over

Last 4 credit card. 0509

Sincerely,

***** *********
Business Response
Date: 10/30/2024
Greetings ***** *********:

We are still waiting for a copy of the receipt. The picture you have attached here is of the gift cards. We have also emailed you requesting this information.

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

Thank you,

******** *.
***********************
********
Business Response
Date: 11/10/2024
Greetings ***** *********:

Our ******************** let us know they received the image of the receipt that you sent. The refund process is almost complete. We are now waiting for our accounting team to process the refund to your card. We do not have a timeframe for this. Our ******************** will contact you as soon as the process has been completed.

Thank you.

******** *.
Customer Support Team
********
Initial Complaint
Date:10/15/2024
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 placed an online order due to having shoulder surgery and not being able to drive. There was an offer of $20 off your first order. The code wouldnt work so I called the 877 x** 5040 customer service number. I want to be clear that the store is NOT at fault the customer service center is. Since the code wasnt working a supervisor at the center told me to let the order go through and she would call me after it was delivered and adjust the discount personally. She never called and when I called the center I was told she was unavailable. The order was on 9/26/24 and I still havent gotten my $20.00 back. The customer service number and **** are useless, they cant do anything and Im sure its because they are in another country. The supervisor not calling me back is absolutely unacceptable! So is being hung up on by their ****. I even tried to contact the corporate office but it sends you back to the same useless center. My $20 should never have been spent and now all they offer is a credit to my Safeway account. Thats unacceptable as its forcing me to spend it there which shouldnt have happened in the first place!!! Plus the fact that its been 3 weeks of me wasting my time and energy on this. I finally called the store and was told theres a 14 day window for them to help me. I truly believe the **** at the center know this and drug it on long enough to pass that ****. At this point I feel they owe me a lot more than just $20.00. I live a block away from their store and shop there weekly and because of this encounter with the customer service center I dont think Ill be a Safeway customer anymore. Ill drive to another grocery store further from my home and definitely would NEVER order online, Id rather starve than deal with that center again.
Business Response
Date: 10/15/2024
Greetings Angela Wade,

Thank you for sharing your concerns with us. We sincerely apologize for the delay in processing your refund and the poor customer service you received. We have shared the details you provided with our team for review and appropriate action.

Additionally, we have submitted a refund of $20.18, and you should see that back in your account in 3-7 business days. If you don't see the refund after the allotted time has passed, contact your card provider and inquire about the release of the funds. A receipt has been sent to the email address on file as well.

If there is anything else we can help you with, please don't hesitate to reply here or call our Customer Support Center at 877-723-3929. We are available Monday - Sunday from 6 AM to 10 PM MST to take your call.

Thank you,

Jennifer M.
Customer Support Team
13925884
Customer Answer
Date: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22426613, and find that this resolution is satisfactory to me. Although I still think retraining or reprimanding should be done.

Sincerely,

Angela Wade
Initial Complaint
Date:10/15/2024
Type:Product Issues
Status:
UnansweredMore 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.
9/4/2024 Safeway Management and own contracted Security Guards allowed an AWOL, rouge armed parking lot guard to come inside Safeway to intimidate, harass, slander my name among other Staff of store and Security Guards. This incident is still continuing with retaliation from complaining with Management. The initial Cashier "*******", has been continuing 10/11/2024, and on the date of 10/11/24, she identified me when asked of non contracted Safeway Security Guards "is that him". Which lead to Non contracted Security Guard following me out the store into other Businesses in the Parking Structure. I'd like the Harassment, Stalking, and Intimidation to stop immediately. Management claims there is nothing wrong yet 9/4/2024 the rouge armed parking lot guards created a toxic, aggressive, simi threatening environment to myself, Safeway's customers and to the Public. For ********************** very own guards to allow this without protecting customers after shopping, and leaving store is total negligence and abandonment duty of care for Customers protection without Prevention or resolution
Customer Answer
Date: 10/16/2024
I'm not an employee of this Marketplace. It's clear I'm not in my statement of facts. It's clear, I'm a Customer of the Store
Initial Complaint
Date:10/15/2024
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 requested a refund days ago and it still hasnt been approved. Its well past the ***** timeframe which is advertised. The grocery store is an hour and a half away from me, do I need to drive these items back for a refund? Im displeased with my pick up order. The substitutions were not approved by me and I wasnt aware of them until I returned home. Why didnt I receive a text message asking me to approve the substitutions?My order was more than it shouldve been because all of these substitutions were more than the products I requested . The yogurt needed to be full fat yet the shopper selected fat free. Most of the canned soup was dented but I decided to keep them. Tell your shoppers not to select dented cans. The dog bones were substituted and almost double the price. There wasnt a picture or description of them online, I thought that they were marrow bones. These bones are for small dogs, it clearly states so on the packaging. My dogs are over 100lb and cannot have these bones because of the choking hazard due to the small size. The spring mix was basically just spinach, theres hardly anything but spinach in it so its not true spring mix and not as advertised. The red bell pepper was NOT organic, organic produce has the organic stickers on them. The potatoes needed to be organic. I wouldnt have approved these substitutions and am upset that I was charged more for them as well. My last pick up order I was over charged when the shopper scanned the salmon TWICE. *** decided NOT to use Safeway pickup ever again. When I had to call about the salmon I was on hold for almost an HOUR. I asked for a courtesy gift card for the hassle but never received one. If Safeway wants to have terrible service then Ill not use your service. Im filing a formal complaint because your website doesnt allow you to submit any email requests and I refuse to be on hold for an hour again.
Business Response
Date: 10/16/2024
Greetings Sunny Stimson,

Thank you for sharing your concerns with us. We sincerely apologize for your dissatisfaction with your order and the delay in processing your refund.

We have processed a refund of $17.22, and you should see that back in your account in 3-5 business days. A receipt has been sent to the email address on file as well.

Regarding the substitutions, we reviewed your order, and "best available" was selected. Due to this, our shoppers substituted based on what was available. If you do not want substitutions, you can pick "no substitutions" or a specific substitution at checkout. This feature is available on our website and mobile app.

If there is anything else we can help you with, please don't hesitate to reply here or call our Customer Support Center at 877-723-3929. We are available Monday - Sunday from 6 AM to 10 PM MST. You can also use the Contact Us form on our website to submit your concerns, and our team will respond to you via email.

https://www.safeway.com/inquiry/contact-us.html

Thank you,

Jennifer M
Customer Support Team
13926663
Customer Answer
Date: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22425118, and find that this resolution is satisfactory to me. However, I will not be shopping at Safeway much at all going forward due to their terrible customer service. My other issue wasn’t addressed but at least I was refunded.

Sincerely,

Sunny Stimson

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