Complaints

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

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• 

  Safeway

  PO Box 20 Boise, ID 83726

• 

  Safeway

  1103 SW Highland Dr Gresham, OR 97080-8623

• 

  Safeway

  11919 N Jantzen Dr Portland, OR 97217-8195

• 

  Safeway

  1525 W Main St Molalla, OR 97038-7362

• 

  Safeway

  1550 N Pacific Hwy Woodburn, OR 97071-3622

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Safeway May 26th 2025 - I paid 109.70$ for my first online pick up order -Safeway promised me that once my order was completely fulfilled with items reaching minimum order of 75$. I would see the promo SAVE30 on 75$ reflect on my receipt. Or I would be refunded 30$ if it did not apply. Prior to me placing the order I chatted with assistant that explained the promo was not working for several customers and assured me to place order and promo would show up on my final receipt - after reaching out for a refund on the 28th I was told I would be refunded via payment method - Mon. 2nd I reached out again not seeing my refund. I was then told due to my payment method being EBT they could not refund me so they gave me store credit of 50$ which is not true - My dispute is the whole promo SAVE30 and the poor customer service and misinformation I received from the start to now The store manager ******* kept repeating there was nothing more they could do denying me access to regional support or a supervisor. When I suggested they offer refund to another card on file only then did he say that was a possibility. After days and hours spent being told over and over there was no way. I was completely done talking to someone with zero empathy and effort to resolve. Safeway needs to be held accountable on all levels - Safeway has harbor 30$ plus dollars of their loyal customers $ without providing them upfront fine print about paying with EBT refunding them with store credit instead. This is forcing us to shop and spend at your store providing Safeway guaranteed profit. Not save me $ or time! The promo should be removed completely from the top of the website not encouraging customers to take a chance trying online order pickup especially if its an ongoing tech issue that has not been resolved over 4 months Safeway is ok misleading, inconveniencing, then gaslighting their customers - I called and requested support from a regional manager Mon. 2nd still no call back

  Business Response

  Date: 06/06/2025

  Dear ******,
  
  We understand the concerns youve raised regarding the SAVE30 promotional offer and your recent online pickup order. Your feedback has been reviewed carefully, and we recognize the frustration this situation has caused.
  
  After a full review, we confirmed that the SAVE30 promo code had already been used with the information linked to your account. As outlined in the promotions terms, this offer is:
  
  - Valid only for first-time online grocery orders
  - Limited to one use per household
  - Not applicable to repeat orders or accounts with prior usage
  
  Because the system detected prior use, the discount was not applied at checkout. This is consistent with how the promotion is designed to function. Full details of the offer can be reviewed here:
  *******************************************************************************************
  
  Regarding your refund request, orders paid using *** are not eligible for direct refunds to that payment method. In these cases, a store credit is issued instead. A $30 store credit has been applied to your account and will be available during checkout on your next online order. When you reach the checkout screen, select Enter Promo Code, and you will see the option to apply your available credit.
  
  This resolution is consistent with our promotional and payment policies. 
  
  *******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23430713
  
  I am rejecting this response because: 

  Safeway has failed to acknowledge and resolve my complaint and issue with my whole experience.

   - As I sated that was my first online order that is why I tried to use the Promo SAVE30. When chatting with a representative while placing the order he explained the promo was not being acknowledge to other first time online order customers. Please do not lie and say I used the promo code before and this be the excuse for why your still withholding my forcing me to shop at your store with store credit.

  - In regards to my refund. If you read my issue to understand and resolve effectively you would have acknowledge the attached chats that confirm I was told my refund would be issued back to my original payment method. That did bot happen instead I has told the only option was store credit when in realite I have the option to get my money back through another payment method on file since Safeways system is outdated and can not refund an EBT card. All this was not mentioned prior to me placing my first online order. 

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/03/2025

  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 May 28th 2025 I ordered my twin daughters a graduation cake with their pictures on it. We have over 50 guests that was going to be at our house celebrating so I ordered a big sheet cake and received the order confirmation. On 6.2.2025 at 5pm my mother and the twins went to pick the cake up and they stated that they did not have the cake and it was too late to make one. They also did not have any pre-made cakes. This has left my daughter's and guests with no cake on their big graduation. It was very disappointing and I would like compensation for my daughters. The staff did nothing to solve the issue but apologize.

  Business Response

  Date: 06/04/2025

  Dear Mariasha,
  
  Thank you for reaching out and sharing the details of your recent order experience.
  
  We recognize the significance of your daughters graduation celebration and the expectations you had for the cake order. A $10 customer service credit has been added to your account and will automatically apply to your next purchase when you use your phone number at checkout. This credit will appear on your receipt as **************** Credit.
  
  Your feedback has been documented and shared with the stores leadership team for internal review and follow-up.
  
  Sincerely,
  
  *******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:06/02/2025

  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 went to this safeway extremely handicapped. They have handicap spots by the door. . I hobbled to the door just to seeit is NEWLY closed. Says use other door. I hobbled in and boss lady was rude and said it was clearly marked. Kind of. After you get out of car. I'm not claiming anything towards *** but I am asking to let the people who make these decisions to care. . If you want the door closed then please remove the handicap spots. And talk to your staff about compassion. It Was insulting. Do better!!!

  Business Response

  Date: 06/02/2025

  Greetings ***** *********:
  
  Thank you for taking the time to share your recent experience at our Safeway location. We sincerely appreciate your feedback regarding accessibility and the conduct of our store personnel.
  
  We understand the challenges you faced due to the temporary door closure and the inconvenience this caused, particularly given your mobility limitations. We recognize the importance of clearly marked and accessible entrances, especially in proximity to designated handicap parking.
  
  Your comments regarding the interaction with store staff have also been noted. We take these matters seriously and will ensure your concerns are shared with the appropriate leadership team for further review and follow-up coaching, as needed.
  
  Thank you again for bringing this to our attention. We remain committed to providing a respectful and accessible shopping environment for all customers.
  
  Sincerely,
  ******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 06/02/2025

   
  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.

  I hope it will be fixed appropriately 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/29/2025

  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.

  About 7 mos ago my husband called to find out when he could pick up his prescribtion we are both senior citizens but neither of us have insurance. Recently, He has ******** as of April 2025 he is now 65. The pharmacist every month would say its not ready "do to your insurance". We were perplexed as he had NO insurance and did not understand the comment. We read on the discount card this is not insurance However the pharmacy said it is insurance it was the "discount card" . We always thought the discount card was NOT INSURANCE. We actually got upset about something we did not understand. We talked to the ******** manager who said it was a misunderstanding and we apologized to the Pharmacy and to the manager for not understanding the insurance card and the discount card were the same thing. The manager at the ********* Safeway assured us our apology was accepted however the next month to get the medication we were unable to use any discount card again as retaliation. We were told per the manager we had no option to use a discount card for medications as senior citizens that makes a big difference in price. My husband continued to try to use his card every month and sometimes they would honor the discount card other times NO they would say you cannot use a discount card. Last month we had no problem getting the prescribtion The Pharmacy was amazing as we love our Safeway. We actually love our town and our Safeway even the pharmacy. We do not understand why this morning we were told by the DOCTOR Safeway will not longer fill any of my husbands prescribtions without explaination. We do not understand now what was done by us to be banned from the local Pharmacy after months of great experiences in the Safeway since the misunderstanding. Now we have to drive 28 miles round trip for his medication. We love the pharmacy and are sorry for the misunderstanding but we do not know what to do now. I want to go there but do not feel welcome at all even to shop.

  Business Response

  Date: 06/04/2025

  Greetings ***** **********:
  
  Thank you for sharing the detailed background of your experience, and for your continued patience as we look into this matter.
  
  We want to assure you that your concerns are being reviewed carefully by the appropriate team. We understand the importance of accessible pharmacy services, especially when it involves senior care and consistent access to necessary medications.
  
  You will be contacted directly once the review is complete. In the meantime, we appreciate your loyalty to your local Safeway and the understanding you've shown throughout this situation.
  
  Thank you for shopping with us,
  ******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 06/04/2025

   
  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 if they review and provide some information regarding the misconduct of employees at the Safeway Pharmacy. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:05/27/2025

  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 April 23, 2025, I received a grocery delivery through the Safeway app that was contaminated and reeking of cigarette smoke. I am in my first trimester of pregnancy and was deeply concerned for my health and my babys. I contacted customer service immediately and was told I would receive a refund within 35 days. After two weeks passed with no refund, I called again. The representative gently insisted I needed to wait 57 business days but that timeframe had already passed. She said she would escalate the ticket again to bring it to the local Safeways attention.Despite that, no one followed up. I then called the store directly and was told the issue would be elevated to a manager. Multiple calls later, it has now been over a month and I still have not received a refund or resolution.I paid out of pocket for this order due to health concerns and mobility limitations (I have a torn ACL and cannot drive), and I relied on Safeway delivery for convenience and safety. Instead, Ive experienced stress, repeated delays, and no accountability. Safeway has failed to honor its refund commitment or take responsibility for delivering contaminated groceries.I am requesting a full refund for the order and an apology for the way this situation has been handled.

  Business Response

  Date: 06/09/2025

  Greetings ****** ******:
  
  Thank you for bringing this matter to our attention and for your continued patience throughout the process.
  
  After thoroughly reviewing your order and the associated concerns, we have issued a refund of $78.45 to your original form of payment. Please note, depending on your financial institution, it may take 5 to 7 business days for the refund to appear on your account.
  
  We understand the importance of delivering safe, high-quality groceriesespecially under your current circumstances. Your feedback has been noted and shared with the appropriate teams to help ensure better service moving forward.
  
  Sincerely,
  ******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 06/11/2025

   
  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:05/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safeway in *******************. 1. Digital Coupons barely work. 2. 5/22, ears of corn with digital coupon were $0.07 each. Mine rang up for $0.50. I told the clerk, but I didn't ask for refund because I didn't want to make trouble for $0.21.2. 5/25, tri-tip on sale for $3.97 per lb with digital coupon, but at check out, the discount was not given. We had to have the clerk over-ride after they checked if was on sale, if I added the correct member number, check the signage. All was correct. 3. In February, ribeye steaks were $6.99 per lb with a digital coupon, but at check out, the discount was not given. We had to have the clerk over-ride after they checked if was on sale, if I added the correct member number, check the signage. All was correct. But the clerk said no one else had brought up a problem. How many people purchased this steak at the regular sale price. We look over our receipt every time; how many people don't, and Safeway is making money.

  Business Response

  Date: 05/26/2025

  Greetings ******* ******:
  
  Thank you for sharing your detailed experience with digital coupons at Safeway in *******************. We recognize the issues you've described regarding coupon application and the need for manual overrides at checkout.
  
  Weve identified that the phone number on file appears to be associated with two different Safeway accounts. This may be contributing to the inconsistencies with digital coupons not applying correctly.
  
  To help us look into this further, could you please confirm which Club Card account you are currently using?
  
  We appreciate your time and look forward to resolving this matter.
  
  Thank you for shopping with us!
  ******,
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:05/22/2025

  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 made an online pickup order on may ****** that the store was unable to fulfill. I was charged for the order which was never picked up and the company kept denying that the order existed, claiming I would be refunded in a day after my date of inquiry and or stating I was never charged. I emailed & was told Id be refunded but never was. Then called FOUR times and received a different incorrect excuse as to why I wasnt refunded EVERYTIME. The last phone call with a supervisor they tried to tell me I was never charged and so they cannot refund me. But the day before the lady repeated the charges and last digits on my card And claimed the refund would be in on the 20th!! (The next day) at latest. I have yet to receive any resolution. From The store and/or customers service phone number. I would never use Safeway again after this experience but I need help retrieving my $51.28 that they charged to my card.

  Business Response

  Date: 05/26/2025

  Greetings ***** ******,

  Thank you for reaching out and sharing your experience. After reviewing your case, we want to confirm that your refund request was processed on May 23, 2025. It may take 5-7 business days for the funds to reflect in your account. If you have not yet seen the refund, we recommend checking with your bank for any processing delays.

  We deeply regret the inconvenience caused by the miscommunication and appreciate your patience throughout this process. Your feedback is invaluable, and we will be using this as an opportunity to improve our service and ensure smoother resolutions in the future.

  Thank you for shopping with us.

  
  *******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:05/19/2025

  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.

  All of 2025, (and longer) Safeway advertises prices on their coupons, U Deals and flyer. All you should need to do is swipe your Safeway card or select the items on their App to get the advertised price. We actually do both. However, we are charged the regular price, not the advertised price, on a significant amount of items on every shopping trip. We highlight the discrepancy and return with our receipt. Management is always respectful, says the computer didn't have the right price and they give us cash for the disputed amount. I'm sure there are other items on the receipt we were over charged and didn't identify. This occurs every week and has become a game to see what we were over charged and go back to the store. However, when we saw what was going on with ******, we decided that "the computer didn't have the right price" every week on so many items, should be reported and investigated. What about the rest of the people who shop at the ******************** Safeway??

  Business Response

  Date: 05/21/2025

  Greetings ******* ****:
  
  Thank you for taking the time to share these detailed observations. We understand your concerns regarding the pricing discrepancies you've encountered at our ******************** location, and we appreciate you bringing this to our attention.
  
  Your feedback has been shared with the appropriate teams, including Store and Pricing Operations, for further review and investigation. Ensuring accurate pricing is a top priority, and your experience underscores the importance of continued system monitoring and improvements. We also recognize the effort youve made in reporting these issues regularly, and we value your dedication as a loyal customer.
  
  If you are open to it, wed appreciate the opportunity to follow up directly. Please feel free to send us a private message with your contact details, or reach out via the "Contact Us" page on our official website, referencing this feedback.
  
  Thank you again for helping us identify areas for improvement. We are committed to addressing this concern and making your shopping experience better.
  

  Sincerely,
  ******
  Customer Support Center
  Case ID: ********
  

  
  

• Initial Complaint

  Date:05/18/2025

  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.

  On 05/16/2025 I ordered grocery delivery via Safeway app for $40.73 order number #:126303771 I received my order but every item was expired and the bottled waters i ordered were damaged which i mistakenly put as expired I submitted a request on the Safeway app but it was declined and I was not given a reason why. This is unacceptable it was my first time ordering from the Safeway app and I had an awful experience.

  Business Response

  Date: 05/19/2025

  Greetings ****** *****:
  
  Thank you for contacting us regarding your recent Safeway app order (#*********) placed on May 16, 2025.
  
  We understand your concern about receiving expired items and damaged bottled water. Per our current policy, refunds for damaged or expired products require the item(s) to be returned to the store where the purchase originated. However, since this was a delivery order, wed like to look into the matter further.
  
  To assist with our investigation and help our store and quality assurance teams take appropriate action, we kindly ask that you provide photos of the affected items.
  
  We appreciate your cooperation and look forward to resolving this for you.
  
  Thank you for shopping with us.
  ******
  Customer Support Center
  Case ID: ********
  
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23346754
  
  hi I appreciate the prompt response but I am sorry to say I no longer have the damaged/expired items as they have been trashed before i submitted this complaint and I did not think to take photos which was my mistake. I would just like my money back please I am disabled and have little left on my snap card and this delivery was supposed to last for a while.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/04/2025

  Greetings ****** *****:
  
  We are currently reviewing the details of your order #********* with the appropriate team. We understand the importance of receiving fresh and undamaged items, especially during a first-time order experience.
  
  Although we typically request photos or returns of the items for review, we recognize your concern and are working to determine the best course of action.
  
  Thank you for shopping with us,
  ******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:05/17/2025

  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 attempted to use a gift card to complete an order for food delivery, the order came to a total less that what was on the gift card. When I tried to finish the order it said it required a back up debit card, even though there was a total of $0.00 being charged to the debit card and none of the items ordered would have weight adjustments. I'm in between checks at the moment and I have nothing in my account and when I tried to complete my order it said there was an issue because of my card, even though nothing was being charged to my card. On top of this I can't even use my gift card at the physical store because it transfered that balance to my safeway online account. So I have no way of completing my order in the app, or buying food at the store with the gift card.

  Business Response

  Date: 05/18/2025

  Greetings ******,
  
  Thank you for reaching out to us regarding your experience using Safeway Cash for your online order. We appreciate the opportunity to clarify how the process works and ensure youre able to make the most of your gift card funds.
  
  Once a gift card is redeemed and converted into Safeway Cash, the balance is securely stored in your account and the original card is marked as redeemed. This process is final and cannot be reversed, as the redemption code becomes inactive for security and tracking purposes.
  
  Regarding your online order, the system requires a secondary payment method to account for any potential changes in your order total. This is due to possible substitutions or variations in item availability, which may cause the final amount to differ slightly from the estimate. Rest assured, Safeway Cash is always applied first, and your secondary payment method is only used if necessary.
  
  If you noticed a charge on your secondary payment method, please note that this is a pre-authorization hold, not an actual charge. It is a standard practice to confirm that the backup payment method is valid. Any unused portion of this hold will be released by your bank in accordance with their policies.
  
  Your Safeway Cash remains available and can still be used for both delivery and pickup orders. To ensure the best experience, we recommend updating your Safeway app by reinstalling it, or alternatively, placing your order through our website.
  
  For more details, you may refer to our Terms of Use and Privacy Policy:
  
  Terms of Use - *********************************************************************************************
  Privacy Policy - ********************************************************************************
  
  *******
  Customer Support Center
  Case ID: ********