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.
225 complaints closed in the last 12 months.

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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:09/12/2024
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 placed an online order on 8/18/24 to be delivered that evening. It never came. *** told me if I replaced my order they would honor the store coupons that I had for being a fresh pass customer. I had one coupon that gave me $40 off of a purchase of $75 or more. They owe me $40 for that item I also had a coupon that gave me ground beef @ $3.99 a pound. I was charged $5.99 a lb for 3 lbs. They owe me $6.00 on that item. I also had one for grapes @ $1.26 a pound. I was charged $5.98 for 2 lbs. . They owe me $3.46 on that item. When I reordered on 9/19/24, with less items ordered because they out of stock.My charge went from $47.97 for Order # ******** to $87.13. for Order # ********. That is a total of $49.46 that they owe me. I have called on 8/19 & spoke to ******, them *** who gave me Reference # ********. I was told I would get my refund iby ,8/28/24. I called back on 8/29/24 & was told it would take longer because it was originally over $50 they owed my. I was given a new Reference #: ********. I called on 9/3/24They keep changing when the money would be refundedI called 9/12/24 and I was put on hold for over 70 minutes until I finally hung up and am now filing a complaint against this poor excuse of a company. They also owed me 500 reward points which finally got refunded on 8/31/24 which should have been refunded immediately when they failed to deliver my order. It took repeated calls to get even that back. I want an immediate refund. They've delayed long enough. Extremely bad customer service. They probably cancelled the first order because I had a lot of legitimate coupons and figured I would get tired and just forget they owe me. They have no trouble charging me the monthly fee for this it don't honor their own coupons even though they promised to honor all coupons on the replacement order. I just want the money I am owed. There were more sale prices but I no longer know what they were. I want the$49.46 that they owe me. Originally told me $71.84.
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.

We have submitted a refund of $49.75 back to your card. Please allow 7-10 business days to see that credit back to your account. If you don't see it by the allotted timeframe, please call your card issuer to inquire about the release of the funds. Additionally, you should have gotten a receipt emailed to you with these details.

If you have any other questions or concerns, please call ************. We are available Monday - Sunday from 6 AM - 10 PM MST.

Thank you,

******************
Customer Support Team
********
Customer Answer
Date: 09/16/2024
I just checked my account and have received the refund dated 9/14/24. Consider this complaint closed

I do want to thank you for your help in this matter. I had been getting the run around from them. I feel this should have been resolved in a more timely manner. Also clear correspondence from them as to when it would be resolved and following through as to what they said would have helped. I just don't know if I would have gotten this refund without your help.

Thanks again.

*****************************
Initial Complaint
Date:09/10/2024
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.
09/08/2024 Yes, I shop at Safeway at *******************************************, I have been a customer for over 10 years now, and having a problem with employee cashier she ********* ******** see me refuses to serve me, like today 09/08/2024 the Safeway was super busy she open a cashier lane/line and when I got there the cashier walked away like I was a ghost so I return to the other to the other lane as soon as I left, Safeway Cashier ********* ******* came back and help other people as I stood there in line waiting, this is the second time in 2 weeks she has decided she didn't want to help me and she was the only employee there that could help. I would hate to have a real live emergency because for whatever reason this cashier has it out for me this employee would let me die! I have tried talking with supervisor above this cashier I was told by manager **** would talk to his employees about the issue well the issue still there. This employee has it out for me for some reason, and I shouldn't have to shop at another Safeway, this is the first time I ever had to make a complaint against employee who goes out of there way make me as a disabled person feel horribly bad. Employees need to treat everyone the same even if they don't like them or not.
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 shared your concerns with our team, and our Front-End Manager ****** has called and left you a message to call her back so she can get more details and discuss this with you further. If you have not spoken already, please return her call at your convenience.

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:09/09/2024
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.
On 5/18/24 I purchased a $200 ********* gift card from Safeway. I attempted to use the gift card shortly after and discovered all $200 had been drained. Upon physical examination of the gift card discovered it had been physically ******** with-card had been opened and resealed and two digits of the gift card number erased. On 6/3/24 I opened ticket # ****** with Safeway but after different calls and emails Im still waiting for a resolution.
Business Response
Date: 09/10/2024
Greetings ******* *****:

Thank you for taking the time to share your concerns with us. We sincerely apologize for any inconvenience you have experienced.

We have shared this with our ********************* and they have re-escalated your ticket and should be reaching out to you shortly to provide more details.

If there is anything else we can help you with, please reply here or call our ******************** directly at ************ prompt 4.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 09/16/2024

Complaint: 22260974

I am rejecting this response because:
I have not received a positive resolution as of 9/16/24.

Sincerely,

******* *****
Business Response
Date: 09/28/2024
To whom it may concern:

Our team informed us that they spoke with ******* ***** yesterday, 9/27/24, and verified the necessary information for a refund. Once the refund has been processed and issued, we will send additional details to the email address on file.

If there is anything else we can help with or you have any questions, please reply here or call our *********************** at ************ and select prompt four for the Gift Card Department.

Thank you,

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

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:09/04/2024
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.
August 18th 2024 I called the Safeway and Issaquah and spoke with a employee named *****. I explained to ***** that I purchased some items a couple weeks prior but I had the receipt I had the card that I purchased the item with and I also use my club card number I told her that I wanted to return the items and call to make sure that I would be able to do so. ***** told me to hold on and she went and verified whether I could return these items or not with the manager ***** comes back and tells me yes you can come in with the items and return them and if you have any issues let them know that you talk to ***** and **** the manager that was at 11:09 a.m. . I go into the Safeway around 3:00 in the afternoon and I take my groceries in that I was going to return and when I went to the customer service desk to return my items and explain the situation to the lady that was working she had told me that ***** specifically told her not to return my items and that they couldn't do it anymore. I immediately tried to explain to her know how I just talked to ***** and I get extremely embarrassed and humiliated so I leave the store with my items and didn't get to return them. My boyfriend then goes in after me with the items and goes and talks with **** the manager at that time **** calls him a liar starts becoming verbally aggressive with him and tells him that he's not going to return the items regardless if he has a receipt use the club card or even has the same car that he purchased the items with **** the manager was so incredibly unprofessional that it shocks us how he could even have a position as he does because he's so bad with people. Well I was talking to **** explaining to him the situation he was completely ignoring me and kept bringing up the situation about somebody filing a complaint about discrimination. My boyfriend told him that we never filed a complaint for discrimination that we were just trying to return some items he completely ignored him.
Business Response
Date: 09/14/2024
Greetings ******* ******:

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

We have shared both complaints with our District Manager, *******. She informed us that she has reached out twice, left a voicemail with her number and email address, and has not heard back. If you have already connected, please disregard the above. However, if you have not, please reply here with your best contact information so we can ensure our team touches base with you.

Thank you,

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

Customer Answer
Date: 09/15/2024

Complaint: 22235996

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
Date:09/02/2024
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 Monday, January 8th, 2024 at 5:20pm I entered the Safeway parking lot in ************, ** in my ***** Accord from Hwy 89 south, turned right and proceeded to the Safeway gas station on the far side of the parking lot. It was very busy with a lot of traffic moving to and away from the pumps. I stayed on my side of the path (right side) and safely proceeded to the pumps when suddenly my tire on my passenger side exploded! It left me shaken and when I got out and realized what had happened, I was amazed to see I had run over a small curb protruding out into the pathway. I noticed that not only was the Sun directly in my eyes because of the time of day, but that because of where the Sun lay close to the horizon, it cast long dark shadows over the pathway thereby obscuring any contrast in vision, in other words making the curb invisible to my eyesight. The curb is very low and is not properly painted red, thus it has become gray with age. I could also see quite obviously from the tire tracks that many other vehicles had hit this curb in the past for probably the same reason. I feel that *********************************** is responsible for the damage to my vehicle. I honestly think that if you send someone to investigate, youll wonder why that small protruding curb is even there. It serves no purpose. And it sticks out right in the path that leads around the pumps. As a result, my front tire exploded and my rear tire was damaged beyond repair. The accident also damaged the front bumper. Honestly, I would be happy with just even having my tires reimbursed.I submitted a letter along with pictures and receipts soon after the event happened to Safeway headquarters complaint ***** in *****, ID, and to this date, I have been promptly ignored.
Business Response
Date: 09/10/2024
Greetings *********************************:

We are sorry to hear about this incident. We reached out to our ************ location, and they did not have any record of a claim ever being filed for this.

The store has submitted a claim through our independent agency. They will investigate and contact you directly.

Thank you,

******************
Customer Support Team
********
Customer Answer
Date: 09/11/2024

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:08/31/2024
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.
Back on August 17th I placed an online order. When I got the notification that my order was ready for pickup I was told they did not have two of the items, but the total for my order was more than I original amount. After reaching out to customer service on 8/17 they put in an expedited request to cancel the order and refund. This was case number ********. Im 8/31, I reached out to customer service again saying that I did not receive my refund. After looking into the system, I was hold the back end team has not touched the original ticket and that they can put in a new ticket to request the full refund. Why does I customer have to wait so long (after being told today that I will have to wait another 5-7 business days) for a refund that I never picked up. The new ticket number is ********. This is horrible service when you get told one thing, you wait, nothing happens, you reach back out and now told to wait longer. I put out ***** plus the 20 dollars worth of points on this order and no one seems to care.
Business Response
Date: 09/01/2024
Greetings *********************:

Thank you for taking the time to share your concerns with us. We sincerely apologize for any inconvenience this may have caused you.

We have submitted a refund of $60.45 for your order. Please allow 3-5 business days to see that credit back to your account. You should have also received a receipt in your email with the same information.

If you have further questions or concerns, contact our *********************** at ************. We are available from Monday to Sunday, 6 AM to 10 PM MST.

Thank you,

********************
Customer Support Team
********
Customer Answer
Date: 09/01/2024

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:08/28/2024
Type:Order 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.
This is a complaint concerning the following failures by Safeway, to which they have so far refused to respond, either to my phone calls or the attached letter dated July 5, 2024: (1) breach of Safeway Fresh Pass agreement stating that tipping will not be expected, (2) unsanitary compliance with public health standards in deliveries, (3) unsafe/insecure deliveries by unidentified private parties arriving in unidentified vehicles. These matters are described in detail in the attached letter of July 5, 2024. I request a conscientious and timely response to these justifiable concerns.
Customer Answer
Date: 09/08/2024
This is an addition to my email sent to you earlier this evening.

It occurred to me that if my Fresh Pass membership has been cancelled despite the fact that I did not request this, then please request that my earned Rewards also be reinstated when my membership is reinstated.

My wife and I have built up a Rewards balance that I do not want to lose as a result of the mistaken cancellation of my Fresh Pass membership.

Here is a screenshot taken just now of my Rewards balance: (Attached)

Thank you for helping to resolve this. I would appreciate it if you will please acknowledge receipt of this email.

Sincerely,

Dr. ****** ********
Business Response
Date: 09/08/2024
Greetings Dr. ****** ********,

Thank you for taking the time to share your concerns with us. We sincerely apologize for any inconvenience or confusion you may have experienced related to your ********* membership or our delivery service.

We wanted to touch on each of your concerns outlined in your letter. Please see below.

1. Tipping is not a requirement for ************************** drivers or 3rd party drivers (ex: DoorDash). If a tip is not placed, it does not affect the level of service we provide. At checkout, the system provides a recommended amount for a tip if you choose to, but its not required. If you do experience poor service from a delivery, please reach out to our customer service call center to report the concern.

2. We take food safety and sanitation seriously, and we would like to know the order #s as a reference to these concerning issues so we can address these conditions and practices with our 3rd party delivery providers. There are sanitation and food safety standards that the 3rd party delivery provider follows to avoid what you have listed.

3. When receiving your order from a 3rd party driver, you will get updates from the service provided of when the driver is on their way, ETA, driver's name, and vehicle type. These are all indicators to help identify the driver when arriving. You will also have the option to call/text the driver in real-time to coordinate. These are all protocols to help make the delivery process secure. The 3rd party drivers are not employed by Safeway, they are affiliated with the company they are driving for (DoorDash-Uber).

4. There will be times when out-of-stock items may occur when the order is picked at a later time than when it was ordered. Our goal as a company is to have ZERO out-of-stock and fulfill the customers needs. We would also recommend selecting possible substitution suggestions at checkout to give our shoppers some flexibility when picking your order. We will continue to monitor OOS and correct any opportunities to make sure our website/app is accurate on in-stock items. Also, you have mentioned our warehouse/fulfillment center. This process has changed recently and now all orders in the area are being shopped at an actual store location. You should see improvements in out-of-stock and delivery services going forward.

We appreciate your feedback and concerns as this will help us do better in serving the community. Also, as requested, we have refunded you $99 for your subscription.

If there is anything else we can help you with or if you have any other concerns, please don't hesitate to contact us again.

Thank you,

******** M
Customer Support Team
********
Customer Answer
Date: 09/09/2024

Complaint: 22210441

I am rejecting this response because:
*Nowhere* in my letter dated July 5, 2024, addressed to Safeway did I request cancellation of my and my wife's Safeway Fresh Pass membership! I do NOT wish to cancel that membership since my wife and I depend upon Safeway deliveries. We are seniors who have depended upon Safeway deliveries for some years.

I ask the BBB please to resolve this matter so that Safeway does not disenroll my wife and me from the Fresh Pass program since this was NOT requested, and not the intention of my July 5th letter.

The purpose of my letter dated July 5, 2024, was simply to express my dissatisfaction with individual issues described in that letter, and to request Safeway's response to the concerns I expressed.

To repeat: My letter requested Safeway's response, NOT cancellation of my Fresh Pass membership subscription.
I do not wish, nor have I requested, a refund of the Fresh Pass subscription.

Having been Safeway delivery customers for some years, dating back prior to the pandemic, my wife and I had become accustomed to what used to be very satisfactory service. I wished to bring to Safeway's attention the need to remedy the deficiencies I described in my letter that have occurred as a result of changes in Safeway's tipping policy and use of private drivers.

Again, nowhere in my letter did I request that my Fresh Pass membership be cancelled.

For Safeway to cancel a Fresh Pass membership without that member's request would be tantamount to an attempt to punish a member for bringing his or her legitimate concerns to Safeway's attention.

I request that Safeway reverse its cancellation of my and my wife's Fresh Pass membership, since such cancellation was NOT requested. No one reading my letter will find any request of this kind expressed.

Beyond this, and for the record, I do not believe that Ms. ****** *., Customer Support Team (#********* has adequately responded to my concerns, but has instead intentionally or unintentionally misread my letter of July 5, 2024, and has made a decision to cancel my and my wife's Fresh Pass membership when no such cancellation was requested or intended.

I respectfully request that Safeway reinstate my Fresh Pass membership and express its apology for having taken this step when cancellation of my membership was never requested by me.

***************************** ********
Business Response
Date: 09/11/2024
Greetings Dr. ****** ********:

Our apologies for the inconvenience. Your membership was canceled by mistake, it should have only been refunded. Unfortunately, we can't reinstate it on our end, and you must sign up again. Once you have signed up again, please let us know and we will refund the charge immediately.

Additionally, we don't see any points lost on our end. However, if you do lose any points, we will certainly add them back for you.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 09/14/2024

Complaint: 22210441

I am rejecting this response only because I wish to have the opportunity to submit the attached letter addressed to Ms. ******** *.
Once I have received her response and the promised refund of the ********* membership re-enrollment charge which I have paid today, I will accept that this matter has been resolved.

Sincerely,

Dr. ****** ********
Customer Answer
Date: 09/23/2024
After I wrote my 9/14/2024 letter to Safeway and sent it through your BBB website, the next day I received a detailed receipt for my $99 payment. In case you can forward this to Safeway, here it is:
Business Response
Date: 09/25/2024
Greetings Dr. ****** ********:

Thank you for reinstating your FreshPass account.
We have issued a refund, in the amount of $99, for your annual plan.

Thank you,

Aryssa
Customer Support Team
12940754
Customer Answer
Date: 09/25/2024

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. Thank you for issuing a refund of $99 to reimburse me for my re-enrollment in the FresPass Program. I assume you will credit my **** card ending in 4889.

Sincerely,

Dr. ****** ********
Initial Complaint
Date:08/28/2024
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 a delivery order on 8/19/2024. Everything in the order was out of stock except 3 bananas. I called the store to request it be canceled. I was assured twice I would not be charged after talking to two different store associates. I never received the delivery but I was still charged. I then called the customer service number for ********************** corporate. They assured me the amount of ***** would be refunded. It is now 8/28/2024 and I have not received the refund. I reached out twice on this matter and was told to wait longer *************). At this time I was charged for goods I never received. I just want my refund.
Business Response
Date: 09/01/2024
Greetings ***************************:

Thank you for taking the time to share your concerns with us. We sincerely apologize for any inconvenience this may have caused you.

As of 8-30-2024, a refund of $22.94 was submitted. Please allow 3-5 business days to see that credit back to your account. You should have also received a receipt in your email with the same information.

If you have further questions or concerns, contact our *********************** at ************. We are available from Monday to Sunday, 6 AM to 10 PM MST.

Thank you,

********************
Customer Support Team
********
Customer Answer
Date: 09/01/2024

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. While I am very unhappy with how this business treated me and am thankful that after getting the credit card companies and the BBB involved they finally refunded my money.

Sincerely,

***************************
Initial Complaint
Date:08/27/2024
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 purchased a $200 **** gift card from the Safeway in *********, ** in May 2024 for a coach's gift. Our coach attempted to use the gift card at a local **** store and when checking out, the cashier told our coach there were no funds on the gift card and the the pin number on the card had been scratched off. He provided me the gift card and I visited the local Safeway store and a wonderful associate helped me file the claim the ********* services at Safeway/Albertsons on May 17th, 2024. I also called **** and they confirmed the fraud - the gift card had been used online for 3 orders - and directed me back to Safeway where I purchased the gift card. Since then, I have received 0 proactive outreach from Safeway. I have called the gift card team 3 times, with the last being put on hold over 26 minutes and never getting though to customer service. I have emailed them numerous times with no response or a simple "we're still investigating" response. I posted on their social media channels and finally got a response. I was told they would reach out to me. All I received was a canned email they are investigating. This has been going on almost 4 months now. I would like for Safeway to refund me for this gift card our coach never got to use.
Business Response
Date: 08/28/2024
Hello ************************* ******:
We appreciate you writing to us about your coach's **** gift card and we apologize for the inconvenience of this all.
Our ******************** will be contacting you soon. However, we did want to let you know that a refund is getting sent to our Accounting team, today, to process for this **** gift card issue.
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: 08/29/2024

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:08/26/2024
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 July 6, 2024 I've purchased the Amazon gift card valued $100 at Safeway store located *************************************Later, I found that this gift card was used by someone else before I was able to redeem it. Also, I found that the gift card had signs of careful repackaging.I've tried to contact Amazon customer support, but they said I have to resolve this with Safeway.Local store manager told me that she cannot do anything with that, and I have to contact 1-877-SAFEWAY option 4. I spend few hours listening the music on hold, but nobody ever answered me.Please replace the gift card with a good one or refund the money paid for the card.Thank you.Ref: the receipt barcode number: ***********************
Business Response
Date: 08/27/2024
Greetings *****************************:

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

So that our team can properly investigate this issue, you will want to contact our ******************** directly so they can open a research ticket. They will need information from the card, photos of the front and back of the card and packaging, the receipt, and an authorization slip. In addition to that, they will need a letter from the card partner, Amazon, stating that they cannot help you with this issue.

They can be reached at ************ prompt 4, between 6 AM and 6 PM MST, Monday - Sunday.

Thank you,

********************
Customer Support Team
********
Customer Answer
Date: 08/29/2024

Complaint: 22194761

I am rejecting this response because:
I cannot obtain a letter from Amazon yet. They are sending me from one "specialist" to another, now they want me just to email escalations-************* for the resolution.
Currently, I am bouncing in between Amazon and Safeway.

Sincerely,

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

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