Complaints

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

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• 

  Safeway

  PO Box 20 Boise, ID 83726

• 

  Safeway

  1103 SW Highland Dr Gresham, OR 97080-8623

• 

  Safeway

  11919 N Jantzen Dr Portland, OR 97217-8195

• 

  Safeway

  1525 W Main St Molalla, OR 97038-7362

• 

  Safeway

  1550 N Pacific Hwy Woodburn, OR 97071-3622

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:10/15/2024

  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

• Initial Complaint

  Date:10/14/2024

  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.

  safeway pharmacy in ********** store #*** sold me diabetic monetring machine without all parts which i cant use it. when i called pharmacy to return the devise i was told no they will not return it/ why cant i return if its of no use. the manager hung up on me

  Business Response

  Date: 10/30/2024

  To whom it may concern,
  
  We received Mr. ******* prescription on 9/26/2024. We promptly called the doctor's office to clarify the script or send a new one. The following Monday, we called again and requested clarification or a new script, and again, they told us someone would call us back. We spoke to Mr. ***** on several occasions to explain the situation and asked him to call his doctor since we had not heard back. A couple of days later he called us back to let us know he had spoken to them and they would call us. Meanwhile, we had left several messages at his doctor's office and the clinic to no avail.
  
  Mr. ***** called us again and told us he wanted a refund and we informed him that once the items left the store, we could not take them back. We let him know that we still had not heard from anyone and asked that he call his provider again as his insurance was set to expire and any further costs would be out of pocket. To date, we have not received a phone call.
  
  Thank you,
  
  ******** *.
  Customer Support Team
  ********

• Initial Complaint

  Date:10/14/2024

  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 have visited this Safeway two or three times since i've been in the area. The first time that I visited was before work (around 7:15am) and I wanted to grab a deli sandwich for lunch in the office. However, when i went to the deli area, no one was available to help me. The workers that were there all seemed to be busy doing other tasks and everyone just ignored me until i got the attention of one young lady. She told me it wasn't her job to do sandwiches and Id have to ask someone else, the next person i asked told me she would call for someone and as i waited another 15 mins i realized that I was now late for work... so i asked for the manager and the woman who appeared stated that she was the store manager and asked what the issue was, when i explained that the deli area seems to not be staffed to take orders and that everyone is ignoring me (and another man) she told me that they were short on staff and couldn't help me. I told her that this was unacceptable and she basically gave me a look that said, she didn't really care. I immediately left ****** off because they had wasted about 30 mins of my time by then... I returned again this morning (its been about 2 months since that first incident) and this time i got there around 7:25am and still there was no one at the deli and they were no where near being prepared to open. I asked a person standing nearby who was doing another job what time does the deli open and he told me that they open around 9:30 or 10am once the staff finishes cooking the chicken. Online the hours show that this safeway opens at 5am... I don't understand why their deli **** is not open during early morning hours when this is the time many would come to grab a sandwich before going to work. They do not seem to be very organized at all and the inside of the store is not very well kept, that is bad enough but also this safeway is very seedy as they also have armed security at the door. Very disappointing mgt of this store.

  Business Response

  Date: 10/21/2024

  Greetings ******* ******:
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you. To ensure your issue is addressed promptly, confirm the store location you visited, and we will route it to the correct team.
  
  Thank you, 
  
  ******** M
  Customer Support Team
  ********
  

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22420157
  
  I am rejecting this response because: They asked me to name the specific store so that they can resolve the issue, so i'd like to give them a chance to do that by naming the exact store. The store address is *****************************************
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/04/2024

  Greetings ******* ******:
  
  Thank you for sharing the store location. We have escalated this to our team for review, and they will contact you directly to discuss your concerns. 
  
  If there's anything else we can assist you with, please don't hesitate to let us know or call our *********************** at ************. We are available from 5 AM - 10 PM PST - Monday through Sunday. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  Date:10/08/2024

  Type:Delivery 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 ordered five prescriptions for delivery by Safeway, but after a week I called back and was told they were mailed out and they could not track them. I need these prescriptions for heart/blood pressure issues from a prior heart attack. Neither Corporate nor the store in ******* will help. ****** at the pharmacy in ******* was very *********'s a list of the prescriptions. The replacement value is more than $1,000.00:7051788 (**********)******* (************)******* (Hydrochlorathorazide)7051789 (**********)******* (**********)Sincerely,***** *******

  Business Response

  Date: 10/14/2024

  To whom it may concern, 
  
  We appreciate the opportunity to address the customers' experience. 
  
  Due to Federal privacy laws, we are not able to discuss patient specific matters. Our District Pharmacy Manager will reach out to the customer involved to address their concerns.
  
  Thank you for shopping with us,
  
  Aryssa
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22396297
  
  I am rejecting this response because:  not heard from Safeway
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/29/2024

  Greetings ***** *******:
  
  Thank you for reaching out to us again. We are sorry that you have not heard from our team yet. We shared your message and asked that someone follow up with you as soon as possible if they have not already done so. 
  
  We appreciate your patience and sincerely apologize for the inconvenience. If there is anything more we can help you with, call our *********************** at ************. We are available Monday through Sunday from 6 AM - 10 PM MST. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22396297
  
  I am rejecting this response because:   Safeway has not contacted me regarding this issue.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/13/2024

  To Whom It May Concern:
  
  We have attempted to reach out with no success. Can you please confirm the phone number and/or email address where you want us to contact you? 
  
  We look forward to hearing from you. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22396297
  
  I am rejecting this response because:  I've furnished my phone number ************** several times, and have heard NOTHING from Safeway.  However, I did receive a very threatening voicemail from Safeway legal team (Sedgwick) threatening to sue me for complaining.  Again, nothing from Safeway, and only a threatening voicemail from Safeway's legal team (Sedgwick).
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/07/2024

  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.

  9/16 ordered groceries online and had them delivered since it was free for the first time.Many items were missing from the order.I was charged for all items.Requested items missing to be refunded.Safeway refunded only my credit card but not the pebt card. I have tried 3 times and each time they say wait it will come. It has been over a month of them stealing my money since there is no way to dispute with a bank with a pebt card.

  Business Response

  Date: 10/08/2024

  Hello Crystal Geronimo: 

  We appreciate you
  taking the time to reach out.

  After further review of your Order 100744123, we did find two refunds, both processed on 9/16/2024. The Total Refunded Amount was $ 22.77 ($8.26 back to your credit card and $14.51 back to your EBT Snap).

  If you still don't see the refund to your EBT account, you will have to reach out to your local EBT office to inquire on the release of the funds.
  
  Please reply here or contact our Customer Support
  Center at 877-723-3929, if you have any other questions or concerns.
  
  Thank you,
  
  Aryssa
  Customer Support
  Center
  Case ID: 13782637

• Initial Complaint

  Date:10/04/2024

  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 shop weekly (sometimes 2x a week) for groceries and household supplies from my local Safeway store (#****). I have noticed a sharp increase in the amount of displays they are trying to jam into every isle and isle corners, the checkout lanes, and into any available space. It had gotten so bad today that I decided I have had enough and was going to stop shopping at their stores. I checked out and then went over to their **************** desk to complain. I asked to see a manager, who came over to talk to me. I told them they were losing my business due to the congested and unsafe (fire hazard) situation I described previously. She didn't even take a second to apologize for my displeasure, but instead told me to take it to their corporate group, and they were just doing what corporate told them to do. When I told her this was not acceptable and I was done, she said that no one talks to her like that, that my business was not wanted there, and to get out and never return. I told her what she could do with that.While shopping today, I got to witness a homeless man shoplifting and walking right out the door. What a dump! I won't be spending another dime with them or their other subsidiaries. My neighbors had also complained about Safeway and are boycotting them as well. Now I know why.I would love to see a ********* inspector go into see how bad it is. Two grocery carts cannot go past each other in many spots due to the over stacking of displays there.JD

  Business Response

  Date: 10/19/2024

  Greetings, **** *****:
  
  Thank you for taking the time to share your concerns with us. We sincerely apologize for the issues you have been experiencing and for any inconvenience this has caused you. 
  
  We have shared the details you provided with our District and Store Manager for further review and improvement.
  
  If you have any additional questions or concerns, please don't hesitate to call our *********************** at ************ Monday through Friday from 6 AM - 10 PM PST. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

• Initial Complaint

  Date:10/02/2024

  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.

  The cashier charge me without my authorization *****, the **** manager have to tell the cashier to surrender the cash to me; how many customers is been due it the same way stealing all the way.

  Business Response

  Date: 10/03/2024

  Hello ***** ******: 
  
  Thank you for reaching out.
  
  Please let us know the date, time and location of where this occurred.
  
  We look forward to hearing from you soon.
  
  Aryssa
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:09/27/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint regarding an unresolved refund issue with Safeway in *********, **. On September 10, 2024, I picked up an order from the Toppenish Safeway location, only to discover that several items were missing from my purchase. I promptly submitted a refund request to address this issue.When I contacted Safeways customer service team through their online chat system, an agent assured me that I would receive a refund. However, after waiting a considerable amount of time, no refund was issued. Upon following up with customer service, I was connected with a different agent who was notably unhelpful and appeared to lack the necessary knowledge to resolve the issue. This agent then initiated a new refund request, further delaying the process.Since then, I have been repeatedly contacting Safeway to resolve this matter, only to be given the runaround at every step. I am extremely frustrated with the lack of action and accountability regarding this issue. The amount in question is over $200, and I find it unacceptable that after several attempts, I have still not received the refund that is rightfully due to **** kindly request your assistance in resolving this matter promptly and ensuring that Safeway addresses this situation with the professionalism and efficiency that I initially expected.Thank you for your attention to this matter.

  Business Response

  Date: 09/28/2024

  Greetings ***** ****:
  
  Thank you for reaching out to us with your concerns, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We reviewed your account, and a refund of $204.72 was submitted on 09/28/2024. Please allow 3-5 business days for the credit to appear in your account.
  
  If there is anything else we can assist you with, please call our *********************** at ************. We are available from 6 AM - 10 PM MST, Monday - Sunday. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer Answer

  Date: 09/28/2024

   
  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:09/27/2024

  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.

  For the last year and a half,Dunkirk Md has had the most inept Coke driver ever in big box store history.9/26 and 9/27 I go in at 7am and there is no 2l Diet Coke on the shelf as usual.I get a raincheck but what good is it if you don't know when they will have product.If you go across the street to the Giant,the Coke guy is fronting shelves all morning.The Safeway store manager has no control of her vendors and I'm tired of ***** a veteran of 48 years in big box retailing,I rarely complain.I do know that the special price sign on the Coke bottle is bait and switch false advertising if you have no product!I really don't want to go to the state,but i'm tired of being treated like chopped liver.Where else do you have to go to a store 3 times to get an advertised products.I think a Coke wholesaler manager and a safeway regional manager should solve this problem.Thank you

  Business Response

  Date: 10/15/2024

  Greetings James Fox:
  
  Thank you for taking the time to share your concerns with us. We sincerely apologize for any inconvenience caused by the out-of-stock issues at your local Safeway. 
  
  We have informed our District Manager about your concerns, and they will work directly with the Coke vendor to resolve the out-of-stock issue. We hope that you will see things improve going forward. 
  
  If there is anything else we can help you with, please don't hesitate to reply or call our Customer Support Center at 877-723-3929 Monday - Sunday from 6 AM - 10 PM MST. 
  
  Thank you, 
  
  Jennifer M.
  Customer Support Team
  13578072

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22347541, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  James Fox

• Initial Complaint

  Date:09/26/2024

  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.

  The Safeway pharmacy (**********************************************) notified me by text that the prescription I had was ready to be picked up. When I went into the pharmacy to pick up, I had to wait 40 minutes in line even though there was only 1 person in front of me and there were 3 pharmacists. After waiting for a life time, I was told the medication had been cancelled and they couldnt give it to me while Safeway was still sending me texts asking me to pick it up. If they knew it was cancelled why did they keep texting me to pick it up? If they sent me text to pick it up, why did I only get told it was cancelled after I drove all the way there and waited for 40 mins? If I had known it was not going to be filled I would never had come in. Safeway Pharmacy system is ridiculously messed up and a complete waste of time. I am asking Safeway to look into this issue why I was not notified of the cancellation and was still texted about picking it up. I am asking them to look into this information discrepancy as well as why theres no clear course of action when I got to the store. The store associate told me to get out of here after telling me they couldnt give me the prescription after I waited in line for 40 minutes.

  Business Response

  Date: 09/30/2024

  Hello Jinlu Ma, 
  
  We appreciate the opportunity to address your experience. 
  
  Please know this occurred due to your prescription being canceled by your prescriber. Our Team then contacted the prescriber to see why it was canceled and they were told that you received it via mail.
  
  Our Pharmacy District Manager contacted you on Friday, September 27, 2024, and left a message - If you haven't already, please return his call to further discuss this matter.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ID: ********

   

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22344959
  
  I am rejecting this response because:

  no solution and explanation about why I was still getting text messages about picking up medication when the prescription was cancelled and pharmacy could not fulfill my order. No solution about how to prevent this information discrepancy in the future or how to prevent tricking customers into store when staff already could see they couldnt fulfill the order 
  
  Sincerely,
  
  Jinlu Ma

  Business Response

  Date: 10/15/2024

  Hello Jinlu Ma: 
  
  The team did some further investigation and found the prescription was cancelled after the texts were sent.  
  
  We sincerely apologize for the inconvenience, as you are right in that we do not currently have notifications related to prescription cancellations. However, we are working to enhance the experience such that we might be able to do that in the future.
  
  We appreciate you taking the time to reach out and share your honest feedback. If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********