Business Profile

Grocery Store

Safeway

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

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.
226 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:09/25/2024
Type:Billing 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 am writing to address two serious issues I encountered during my visit to your store on August 12, 2024.While checking out at the self-checkout station, I encountered an issue with a sale item that required the purchase of four items. I decided to remove the item from my purchase list, but the system flagged this and requested assistance from a representative. Despite the notification clearly flashing at the self-checkout station, no one responded for over five minutes. As a result, I was forced to leave the store without completing my transaction due to the unacceptable delay.This lack of responsiveness is inexcusable and falls far below the standard of service I expect as a customer. Therefore, I am demanding a $50 store credit as compensation for the time wasted and the poor service I received.Additionally, I have discovered that my Safeway online account associated with the email address ************************ is no longer accessible. I have reason to believe that my account may have been closed, potentially by *** ****, the store manager, without any notification or authorization from me. I demand that my Safeway account be reinstated immediately.I expect a prompt resolution to these matters. Specifically, I want the $50 store credit applied to my account and my online account fully reinstated within 24 hours.Failure to address these issues will not be tolerated, and I will take further action if necessary.
Business Response
Date: 10/05/2024
Greetings ***** *****:

Thank you for sharing your experience with us. We are deeply sorry to hear that you did not receive prompt assistance at self-checkout, and we apologize for any inconvenience this may have caused you. When convenient, please confirm your mailing address so we can send you a gift card for the inconvenience.

Additionally, we reviewed your loyalty account and saw recent successful logins. If you are still having trouble, please let us know and include any error messages you may receive.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 10/05/2024

Better Business Bureau:
Thank you for your response. A gift card in the amount of $50 would be very gracious for my troubles. My mailing address is: ***** *****, P.O. *******************************. Please let me know if you need any further information.

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:09/24/2024
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.
Safeway Store is intentionally hiring non English speaking store employees. On September 23, 2004 at about 7:45 PM on store camera Safeway, Burlingame Store Manager ***** informed me Safeway store hires non English Spanish speaking employees because Safeway Stores understands they are students. On September 23, 2024 at about 7:45 PM I entered this Safeway Store and I immediately approached the young lady Safeway Store delivery department employee as she sat in the public delivery area. I asked he had someone turned in my lost cane. She replied sorry I do not speak English. I repeated my question. She again said sorry I do not speak English. I asked her for her to give me the name of her store manager. She again answered sorry I do not speak English. I approached the female clerks in the self-checkout area. ***** identified herself to me as the store manager. I pointed out the young lady Safeway store clerk to her and I explained to her my problem. I immediately telephoned Safeway Store Corporate Headquarters and complained. My complaint number is13470585 taken by *****. I have been a Safeway Customer for more than 50 years. Its my understanding that Spanish speaking employees are required to speak some English i the work place. I do not speak Spanish. This incident is recorded on the store cameras from about 7:45PM to about 8:02PM on 9/23/24.
Business Response
Date: 10/04/2024
To whom it may concern,

We appreciate the opportunity to address the customers' experience.

Our Store Operations Specialist spoke to the customer, on 10/3/2024, and apologized to him for any inconvenience. He let the customer know that he will follow up with the Store Manager on ensuring that all staff know the manager on duty so that customers aren't inconvenienced by waiting.

If you have any other questions or concerns, please reply here or contact our *********************** at ************.

Thank you,

Aryssa
***********************
Case ID: ********
Customer Answer
Date: 10/04/2024

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:09/23/2024
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.
Club Card # is *********** I get a lot of prescriptions at Safeway and I was given a 20% off your purchase (max savings of $15) as a result. Expiration of the coupon was 9/9/24. On 9/9/24 I went to my local store and bought over $75 of items in order to maximize the coupon. When I checked out the cashier would not accept it and said it couldn't be combined with discounts on my club card. I was told I should have removed discounts from my account on the app before checking out. (There is actually no way I can find to do that..) Anyway after leaving I looked at the coupon and saw no fine print indicating it could not be used along with the discounts on my club card. When I got home I called into the customer service number and the person just did not understand the issue / had no idea about this type of coupon. so i must resort to filing a complaint here. attached is a photo of the coupon. I would like $15 somehow credited back to me - either a check or a credit onto my safeway club card is ok. i am a loyal long-time customer as I'm sure you can see, and this is very aggravating.
Initial Complaint
Date:09/20/2024
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.
On 9/19 I placed a pickup order for Safeway using the Safeway App. A number of the items I was purchasing were in the weekly sales add. For example coke products were buy 2 get 3 free and Dr. ****** items were buy 2 get 1 free. Before I placed the order, I reviewed it to make sure I was getting the sales prices on the products I was ordering. I put in my payment information and placed the order. When I went to pick up my order, I noticed the total charged for the order had increased. I the re-reviewed the order and notice I was now being charged for the items that were supposed to be free. When I arrived at Safeway I went inside to discuss with workers at the service desk and was told they couldn't fix the overcharge. I the communicated that if they could not correct the overcharge, then I would not be picking up the order and they would need to refund my account. They informed me that they didn't have ability to do that either so they would put a request in online to have my account refunded. Once the refund went through, I tried to repurchase my groceries, but now I wasn't getting sale price on almost everything. I called the customer service number online and was told to purchase items at higher price and then call back and they would credit my account. I told them I wasn't willing to do this because previous instances of this overcharging did not result in a correction. They apparently couldn't connect me with anyone whom had authority to correct over charging. This over charge amount was over 30 dollars.
Business Response
Date: 09/21/2024
Greetings ***** ********:

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

We reviewed your order to see what happened, and it looks like one of the items purchased for the B2G3 free promo was out of stock, and you rejected the substitution our shopper selected. Due to this, an unexpected overcharge occurred because the terms and conditions of the offer were that you must get five. We apologize for not explaining or addressing this at the time. We were, however, happy to see that you successfully placed another order and took advantage of the sale.

Again, we are sorry for the inconvenience and have shared this with our team so incidents like this don't happen again. Additionally, we added a $10 credit to your account that you can use at checkout on your next online order.

If there is anything else we can assist you with, please don't hesitate to reply here or call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM MST.

Thank you,

******** M
Customer Support Team
********
Initial Complaint
Date:09/18/2024
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.
I have been complaining about this woman Safeway employee name ***** since February 19, 2024 without any response from the store manager, Mr. ***** ******. So I decided to reach out to the corporate office. I have been attempting to just live with the problematic situation with this Safeway employee name *****. It has become unbearable at this point in time. I sent a typed out letter to what I thought was the corporate office at ************************************************** which I am attaching here. That letter went out on July 31, 2024 without any response. So now I decided to file my complaint with the Better Business Bureau.
Business Response
Date: 09/23/2024
To whom this may concern:

Our Store Team has tried several times to try to remedy the customers concerns, but Mr. ***** has not been satisfied with any attempts that have been made.

Mr. ***** has been asked not to shop at our location due to using foul language and acting inappropriately towards our associates but continues to stop by and intimidate the Team.

Thank you.
Aryssa
Customer Support Center
Case ID: ********
Customer Answer
Date: 09/24/2024

Complaint: 22301713

I am rejecting this response because: What is Safeway talking about. I don't use foul language. I was never ask not to shop at this particular Safeway. What is going on here? This woman employee is rude and even the security guard who works at this particular Safeway told me this.

Sincerely,

****** *****
Initial Complaint
Date:09/16/2024
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.
On September 1 st was my transaction at the store which the proof of my purchase receipt is on my rewards and on the Safeway app . One week later on September 7th I went back to return the items I bought that are unopened unused which were 4 bags of dog food some dog treats and 6 items dove body soap shampoo/conditioner also unused . I went back the actual store I bought it from also having the card I used to buy the items . The customer service *** and assistant manger Dillan in ****** wa very rudely without even looking up my account or even looking at the stuff I returned said no . So I called corporate Safeway telling them the situation . They told me not to worry that someone would call me and I would be able to return the items . I have reference # ******** and reference number ******** # the reason why I needed to return the items is because my dog was stolen from me therefore making it so I didnt need the items and as far as the hygiene stuff I simply couldnt afford to keep them as I had just gotten laid off . Im not sure why I was spoken to so rudely and not sure why I wasnt able to return the total is just ****** . I am asian and almost feel like I am being rejected for a return because they are racist and being discriminated for no reason I have a very frequent shopper of Safeway if you look on my account thats the main store I buy all my groceries at !!
Business Response
Date: 09/26/2024
To whom this may concern:

We appreciate the opportunity to address the customers' experience.

After further investigation, we found that our manager acted in accordance with our return policies, and unfortunately, we will not be able to honor the refund.

Thank you.

Aryssa
Customer Support Center
Case ID: ********
Initial Complaint
Date:09/16/2024
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.
Every time I go into that place I am treated like a rat, like an animal, and their practices are foul towards customers. Every time I go in there I fear what's going to happen to me because the city of ******** refuses to take care of the bums that come in and take over, therefore safeway is told to deal with it, when they "deal with it" they then treat every able bodied normal human being like a criminal, like a piece of dog ****, and I won't stand for it. I went to go get SOAP there was 2 guys in front of me one had 2 carts full and I asked if I could just go to the self checkout and pay for my stuff there, she gave me the dirtiest look and then told me no you can't. ?? so I stood around being treated like a criminal for *************************************************************************** and wouldn't let me just pay and go. They check bags at the door, they keep people locked in a tiny area when all they want to do is leave rather than stick around that place and allnots germs. For some of us this is the only store we can get to as locals, don't treat us like the problem when we have to deal with the city of ******** too, call the city to deal qoth your problem rather than taking it out on the good hard working people of the city
Business Response
Date: 09/25/2024
Hello ****** *******,

Please see the attached document.

Thank you.

Aryssa
Customer Support Center
Case ID: ********
Initial Complaint
Date:09/16/2024
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.
I am getting an error message in the Safeway One Touch Fuel App. I called Safeway customer service and spoke to someone named ****. He gave me a reference number of ********. He could not help me with the error and would not let me speak to his manager. Can someone please tell me why Im getting this error ???
Business Response
Date: 09/17/2024
Hello ******* ********:

We appreciate you taking the time to reach out.

We're sorry to see that you are experiencing an error message while trying to set up DirectPay on your One Touch Fuel App. For further assistance with this matter, please contact DirectPay **************** at:

Email: ************************************** OR ********************************************
Phone: **************
Mail: DirectPay ****************
P.O. Box 29241
*******, AZ 85038
Thank you.
Aryssa
Customer Support Center
Case ID: ********
Customer Answer
Date: 09/17/2024

Complaint: 22290168

I am rejecting this response because:
After I talked to customer service the first time they told me to call direct pay and when I did I was transferred back to customer service. I also emailed direct pay and have not heard back.

Sincerely,

******* ********
Business Response
Date: 10/02/2024
Greetings ******* ********:

Our team let us know they have contacted you and are working on a resolution. If there is anything else we can help you with, please don't hesitate to reply here or call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM MST.

Thank you.

******** *.
Customer Support Team
********
Customer Answer
Date: 10/21/2024
I'm still getting the same errors in the Safeway One Touch Fuel iphone app and the regular Safeway iphone app. I've talked to about 100 different people at Safeway/Albertsons. Everyone I talk to just tells me to call another dept. What other info do you need to help get this resolved?

Thanks for your help

****

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

We followed up with our **************** team; they told us they spoke with you this week regarding your issue. The issue is ongoing, but they are working toward a resolution as quickly as possible. Please continue to correspond with them. They will be the quickest way to resolve this.

We apologize for the inconvenience.

******** *.
Customer Support Team
********
Customer Answer
Date: 11/12/2024

Complaint: 22290168

I am rejecting this response because:
Thanks. I did talk to them. I'll wait to hear back from them.

Sincerely,

******* ********
Customer Answer
Date: 11/26/2024
This has not been fixed. Im still having the same problem.
Business Response
Date: 12/03/2024
Greetings *******,

We are happy to hear that you have spoken with our team and are working directly with them toward a resolution.

If there is anything else we can assist you with, please don't hesitate to reply or call our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM PST.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 12/03/2024

Complaint: 22290168

I am rejecting this response because:
Same reason that I rejected it last time. Error is still not fixed.
Sincerely,

******* ********
Business Response
Date: 12/20/2024
Greetings ******* ********:

Our team let us know that they continue to work with you on this issue and have let you know they are actively trying to fix the problem for you.

We apologize for the inconvenience.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 12/20/2024

Complaint: 22290168

I am rejecting this response because:
Thanks but not fixed

Sincerely,

******* ********
Business Response
Date: 01/12/2025
Greetings ******* ********:

Our team let us know that they continue to work with you on this issue and have let you know they are actively trying to fix the problem for you.

We apologize for the inconvenience.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 01/13/2025

Complaint: 22290168

I am rejecting this response because: Thanks, still working on it.

Sincerely,

******* ********
Business Response
Date: 01/29/2025
Hello *******,

Thank you for the update. We hope this will be resolved soon.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 01/29/2025

Complaint: 22290168

I am rejecting this response because:
Still not working. See attached error message.

Sincerely,

******* McFadden
Initial Complaint
Date:09/14/2024
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.
On 8:31.24 I ordered about $90 in groceries that were delivered late at night. When I got home I didnt receive any items I ordered but got 2 cases of pop. I filed a request for a refund the next day as soon as I could and it was denied on 9/8/24. I called demanding why my refund was rejected when I didnt get my order. I think its unfair a company can keep my money when they delivered to the wrong address and not refund me for the groceries I never received.
Business Response
Date: 09/17/2024
Greetings ***********************:

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

We processed a refund of $82.72 on 09/172024. 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: 09/17/2024

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:09/14/2024
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 bought a ******* gift card from Safeway Store 41 in ******** on August 18th. When I purchased the gift card, it was noted as "Pending" instead of activated. Safeway told me to call the ******* customer service number to issue because as soon as I bought it, it was "no longer their issue." When I went to look at the balance of the card, even though this was supposed to be a gift for someone, there was nothing on the card. I called *******'s customer service on September 4th, and they confirmed that the card, which I originally tried to put $25 on, had no balance and no value. They instructed me that it was Safeway's to deal with. I went back to Safeway, and on September 8th, they told me that they couldn't do anything about it, and that it was *******'s to deal with. They said that I had to call *******'s customer service, which I've already done, and who already stated to me that I had to discuss the issue with Safeway. It is unfair to me to be stuck between these two companies, spending my own time trying to sort through the issue when I'm out $25 and neither company is taking fault, though Safeway took my $25.
Business Response
Date: 09/14/2024
Greetings ********* *******:

We appreciate you taking the time to share your concerns with us, and we sincerely apologize for any inconvenience this has caused you.

So that we can better assist you, please call our ******************** directly, and they will open a ticket for you. They will need images of the front and back of the gift card, the receipt, and the authorization slip.

Please call ************, and when prompted, select number 4. We are available Monday - Sunday from 6 AM - 6 PM MST.

Thank you,

******** M
Customer Support Team
********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Safeway is NOT a BBB Accredited Business.