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.
224 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: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,

*****************************
Initial Complaint
Date:08/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I live in ****************** ; a small town called ******* .PO Box 29 ; Kyabram 3620.Why does Safeway not have Lynx Messy hair **** there ?And when can you supply it please.Best hair product on market .
Business Response
Date: 08/25/2024
Greetings ***************************:

We appreciate you reaching out with your concerns. Unfortunately, we do not operate in *********; we only operate in the ***. You will want to contact ********** directly, as they should be able to assist with your inquiry.

Thank you,

******************
Customer Support Center
********
Initial Complaint
Date:08/22/2024
Type:Service or Repair 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.
on 8/18 at 11:09am my girlfriend called safeway to ask if she could return some items and make sure it would be ok so we do not waste our time traveling there for nothing. She spoke to a *** named ***** who went over the items then after a brief hold stated it was ok to come on down and gave us her name as well as the name of her supervisor **** so we had some names to reference. When we arrived at the store customer service told us they will not do the return. We asked to speak to **** who came out and said he never spoke to ***** and did not approve the return. ***** was not available they apparently did not know where she was. **** was very unprofessional, rude, and a poor listener. For starters **** kept mentioning a discrimination complaint. At no time did I or my girlfriend mention anything about a discrimination complaint or even say those words but he kept saying that my girlfriend filed one. He is such a poor listener he could not get anything said to him right and incorrectly said that we stated that we talked to him which is incorrect we stated we spoke to ***** and only ***** on the phone and she gave us her name and his name to mention. He then accused me of switching our story around I advised him that is not true and I have stated the same thing every time that we spoke to ***** and she gave us his name, I never once stated that we spoke to **** directly but he could not get this right and on account of his inability to listen properly had the audacity to accuse me of lying. **** took pleasure in denying to do the return and showed no inclination to want to help the customer at all. I'm surprised someone of his ineptitude is in that position as he displayed no management qualities at all. I would like to know why Safeway told us yes only to deny us once there and waste our time and put us through such an embarrassing ordeal. I would like management to pull recordings to verify what we were told by ***** is true and an apology from ****.
Business Response
Date: 09/02/2024
Hello ****** ********,
We appreciate you taking the time to reach out.
Our Store **************************************************************************) does not have a *****, and the Managers name is not ****. If you could please clarify what store your girlfriend called, we'd be happy to direct your concern to the appropriate personnel.
Thank you.
Aryssa
Customer Support Center
Case ID: ********
Customer Answer
Date: 09/09/2024

Complaint: 22177476

I am rejecting this response because:
This complaint was addressed to Safeway in Issaquah. address *********************** If you are claiming the bbb sent this to the wrong place please respond or notify them or as management please forward to correct store as if this remains unresolved it will be a negative **** on the Safeway business. I do not consider this a satisfactory response this seems like disregarding the issue pretending facts don't match in an attempt to discredit the complaint. As far as I am concerned this is the correct store and you need to address the matter as a professional not acceptable to play dumb. If you are not the Issaquah store and management sent to the wrong place please notify them so this gets to correct person in your company. I await response from Issaquah store mentioned already, there are two I specified the address of which store it is. Thank you and we await a response still please use whatever process you use to get this to correct person in your company.

Sincerely,

****** ********
Business Response
Date: 09/15/2024
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
********
Initial Complaint
Date:08/21/2024
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.
Complainant has been treated poorly at one of their local stores recently, so she decided to try another location. It is disheartening that the experience was also HUMILIATING. On July 10, 2024, prior to visiting the store located at ***************************************************************, Complainant called to find out what time the deli closes. A female answered the phone and informed Complainant that they closed at 6:30 PM., since it was about 6:39 PM. (The employees do not identify themselves on the phone). Complainant asked to speak to a supervisor, and, a male took the call. He stated that the deli actually closes at 7:00 PM. When Complainant tried to communicate to the male employee (who is supposedly a supervisor), that the female employee had given her contradictory information regarding the deli closure, the male employee became irritated and slammed the phone down. He hung up on Complainant. This kind of rude behavior does not add anything of value to the marketplace, and, is destructive to their reputation. Further, a disturbing pattern of misconduct has emerged at the business. It appears that it is the NORM to treat customers with contempt, and, the environment is unwelcoming. This business is not prioritizing customer service excellence. Complainant believes that respect and friendly service are the foundation of healthy relationships. By hiring the wrong people with hostile attitudes, the business is alienating customers. Complainant is requesting that this rude behavior be addressed. Thank you.
Business Response
Date: 08/21/2024
Greetings *****************************:

We appreciate you taking the time to share your concerns with us. We were deeply disappointed to hear about your experience and sincerely apologize for the poor customer service and inconvenience this may have caused you.

We have shared this incident with our store director for review and asked that they follow up with you directly via the email provided here.

If you have any other concerns that we can assist you with, please reply or call our *********************** at ************. We are available from 6 AM - 10 PM MST.

Thank you,

******************
Customer Support Team
********
Customer Answer
Date: 08/27/2024

Complaint: 22172605
Complainant is rejecting this response because despite the business communication that they shared the complaint with store management and asked that they follow up with you directly via the email provided here, they have yet to demonstrate human decency and reach out. Honestly, Complainant would have been SURPRISED if the business had reached out because it would have been seen as old-fashioned. A business could choose to be part of the cure or the DISEASE. The problem is that the business is not hiring the best people to be the face of their organization. That being the case, customers are subjected to a toxic, hostile culture while patronizing their stores.

As stated in the complaint, the customer was desirous of shopping at this location due to mistreatment at another store. Obviously, a pattern of poor customer service has emerged at their **********************. If the business cannot be responsive, or, engage with a prospective customer regarding poor treatment, Complainant has NO confidence in the business ability to resolve problems after becoming a customer. The best way to earn a customers trust and loyalty is to make customer service a priority. Unfortunately, the business is having trouble with this concept. We, as consumers, get what we tolerate, except that this Complainant will always DEMAND the service that she deserves when she is spending hard-earned money. Consequently, the customer has decided to take her business elsewhere.

Sincerely,

*****************************
Business Response
Date: 09/18/2024
To whom this may concern:

We have tried to respond to the customer via email, but we receive a return message stating that it is undeliverable.

Thank you,

Aryssa
Customer Support Team
12803396
Customer Answer
Date: 09/22/2024

Complaint: 22172605

Complainant is rejecting the business response because she has NOT encountered difficulties receiving communications at the email address listed in the complaint (valuemode-*************************). In fact, Complainant has received all status updates sent to this address from the BBB without any issues. The business excuse that the email returned an undeliverable alert is suspicious, given that they have refused to make one single attempt to contact Complainant, as promised in their email one month ago. It is a powerful reminder of the hostilityand incivility in the business landscape.

Complainant is providing an alternate email address should the business feel so inclined to reach out about the egregious treatment. The alternate email address is valuemode-**********************. Thank you.

********* *****
Business Response
Date: 10/01/2024
Greetings ********* *****:

Our Store Director, **** *****, sent you an email today, 9/30, with his contact information so that you can discuss your experience. At your earliest convenience, please reply to his email or call him at the number provided.

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

Thank you,

******** M
Customer Support Team
********
Initial Complaint
Date:08/20/2024
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.
This store often does not restock (or even sometimes stock) advertised sale items. This week, they advertised 2-lb cartons of strawberries for 2.99, and despite four visits made by me, they had none for sale each time I was there. Each time I inquired, I was simply told that they were out but would have more on day x. I would come back on day x, and they still would not have any more. This is not the first time this has happened at this particular store (************************************). I have noticed they will run low stock on a sales item, "sell out," and have nothing for the rest of the sales period, which usually runs Wednesday-Tuesday. When the sale is over, the sale items magically appear in profusion, usually the day after the sale is over. That is false advertising, in my book.
Business Response
Date: 08/30/2024
Greetings,

A member of Safeways customer service team contacted the customer at the number provided and left a voicemail requesting a call back to discuss the customers concerns.

Thank you.
Aryssa
Customer Support Center
Case ***********
Initial Complaint
Date:08/20/2024
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.
Im extremely disappointed in Safeways deliver service. I placed an order on August 5th (#********). I had over 20 items that should have been delivered, but I only received one item. A two page receipt was also in the bag and showed that I ordered several items. The driver definitely should have known that there shouldve more than one bag. I tipped and paid the delivery fee for just one item and I still have nothing. I called immediately hoping they can call the driver but was told to wait 3-5 days for a refund. I again called on the 9th, and 15th. Again, was told to wait 3-5 days. So here we over a couple weeks later and after several calls ** still being told to wait. Im on a weekly grocery budget and this really made for a difficult week for my family. We didnt get the groceries or a refund. Ive been a weekly shopper at Safeway for over 30 years and dont understand why Im being treated this way. **************** has been friendly, but I just keep getting told the same thing I will see the refund in 3-5 days, but it never comes.
Business Response
Date: 08/24/2024
Greetings ***************************,

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

We can confirm that a refund of $94.43 was processed today. Please allow 3-5 business days to see that in your account. You should have also received an email with the same information.

Additionally, we have added a $25 credit to your account that you can use on your next order for the inconvenience. Please note that you will not see this on your account, but you can see it at checkout.

Again, we are sorry for the inconvenience. If you have any other questions or concerns, please don't hesitate to reply here or call our *********************** directly. Our number is ************, and we are available Monday - Sunday from 6 AM - 10 PM MST.

Thank you for shopping with us.

********************
Customer Support Team
********
Customer Answer
Date: 08/26/2024

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:08/20/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed my order ******** i did not receive my order at all i contacted them i keep being told im going to be refunded and no one has bothered to issue me my refund for my order ********
Business Response
Date: 08/20/2024
Greetings ***********************:

We are happy to inform you that a full refund of $112.50 was processed. Please allow 3-5 business days to see that in your account. You should have also received an email with the same information.

Our apologies for the inconvenience. If you have any other questions or concerns, please don't hesitate to contact us again.

Thank you,

********************
Customer Support Team
********
Initial Complaint
Date:08/19/2024
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.
Complaint Regarding Unresolved Hacked Gift Card Issue - Safeway ********************************* ************ ********************* Company Name: Safeway Inc.Store Location: ****, ** Company Address: **** ***** P.O. ************************************** Phone Number: ************** Complaint Details:On May 12th, 2024, my mother purchased a $200 Nordstrom gift card from a Safeway store located in ****, **. When I attempted to use the gift card at a Nordstrom Rack, I discovered that the card had a zero balance. After an investigation by *********, it was revealed that the card had been hacked and the funds were used in a different state.Upon *********'s advice, my first verbal contact was with Safeway manager in ****, ** location on June 24th, 2024, where I was advised to contact *********, stating that this is not Safeway issue but Nordstroms. My second attempt of contacting Safeway was on July 31, 2024 via email, providing all necessary documentation, including the purchase receipt, a screenshot of the unauthorized transaction, and an image of the gift card. I have not received any response or resolution from Safeway till today date August 18th, 2024. This lack of response and resolution is unacceptable, as I am left with a compromised gift card and a $200 loss. I am seeking a full reimbursement of the $200 for the compromised gift card.I request that Safeway reimburse me the full $200 for the hacked Nordstrom gift card. I am also requesting an acknowledgment of receipt of my complaint and an update on the steps Safeway is taking to prevent such issues in the future.I hope the BBB can assist in resolving this issue promptly.Thank you for your assistance.Sincerely,*********************************
Business Response
Date: 08/20/2024
Hello *******************************:
We appreciate you taking the time to reach out about the Nordstrom gift card.
We did not find that a Ticket was already open for this issue. However, out Team did create Ticket #******, on your behalf, and had it escalated it to our second level.
For more information or updates, please don't hesitate to reach out to our ******************** at ************, option #4.
Thank you.
Aryssa
Customer Support Center
Case ID: ********
Initial Complaint
Date:08/16/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was promised a delivery for order number ******** on August ******* between the hours of 7am and 9am. The order was never deiivered and I called ************** to cancel the order and request a refund. I was told that the refund would be sent in 3-4 days. It's not August 15, 2024 and I have not received my refund. I have contacted them again and they keep moving the date I will be refunded.
Business Response
Date: 08/16/2024
Greetings *******************************:
Thank you for taking the time to reach out.
We apologize for the delay in your refund for Order #********. On 8/13/2024, a refund of $101.08 was processed to your original form of payment.

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

Aryssa
***********************
Case ID: ********

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

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Safeway is NOT a BBB Accredited Business.