Business Profile

Grocery Store

Safeway

This business is NOT BBB Accredited.

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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

590 total complaints in the last 3 years.
229 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:05/16/2025
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 10th 2025 I shopped at Safeway in *******, ********, at this time I purchased 2 corned beef briskets upon returning home I froze both products, today the 5/16 I cooked one of the items upon tasting the item the meat was bad, and made me sick, i took the other brisket out of the freezer and it seemed bad as well. It is totally irresponsible to allow meat in this condition to be sold. I tried to contact Safeway headquarters and also tried to submit a complaint online, the online did not even submit and there is no one at corporate that can handle this issue apparently. So hopefully by submitting to BBB there may be an answer before anyone else gets sick.
Business Response
Date: 05/20/2025
Greetings ***** Cedar Face:

Thank you for bringing this to our attention. We take product quality and safety very seriously and are committed to looking into the matter further.

To properly investigate this issue and determine how we can best assist you, we kindly ask if you could provide either a copy of your receipt or the phone number you used at checkout. This will help us locate the transaction and review possible refund or resolution options.

We appreciate your detailed feedback and will follow up once the requested information is received.

Thank you for shopping with us.
******,
Customer Support
Case ID: ********
Customer Answer
Date: 05/21/2025

Complaint: 23342417

. I used my Safeway card # ***********, the phone # connected to the account is ************, plus the food was paid for with EBT so it should be easy to find, as well I still have one of the products in my freezer if a picture of that is needed.

Thank You

***** Cedar Face

Business Response
Date: 05/27/2025
Greetings ***** Cedar Face:

Thank you for providing the additional information regarding your transaction.

After thoroughly investigating the matter, weve issued a $20 credit to your Safeway account. The credit will be available within 24 hours and can be redeemed during in-store transactions by entering your phone number at checkout. Please note that standard exclusions may apply.

We appreciate your continued support and thank you for bringing this to our attention.

Thank you for shopping with us.

******,
Customer Support
Case ID: ********

Customer Answer
Date: 05/28/2025

Complaint: 23342417

I am rejecting this response because: I have to travel 80 plus miles to my nearest Safeway store for a $20 refund, which will cost $40 in gas, please make a shop online coupon or refund to the *** card that was used, it doesn't seem fair that I have to do all the running around when it was no fault of mine that Safeway sold meat that had gone bad.

Sincerely,

***** Cedar Face
Business Response
Date: 06/05/2025
Dear *****,

Thank you for bringing this matter to our attention. We understand your concerns regarding the inconvenience of traveling to your nearest Safeway location and the frustration this situation has caused.

After reviewing your case, we have issued a $20 store credit to your accountexceeding the original $16 requestas a gesture of goodwill. This credit is available for use at any Safeway location and can be accessed by providing the phone number associated with your account at checkout.

Please note that, in accordance with our company policy and regulatory requirements, refunds to EBT cards must be processed in-store with the original receipt. This ensures compliance with federal guidelines governing EBT transactions and helps us maintain the integrity of our refund process.

While we recognize this may not be the resolution you were seeking, we believe this approach balances both policy adherence and customer consideration. Should you have any further questions or require assistance with your account, we remain available to support you.

*******
Customer Support
Case ID: ********
Customer Answer
Date: 06/05/2025

Complaint: 23342417

I am rejecting this response because: I have already explained the inconvenience of travelling for a $20 refund is ridiculous, why can't a online voucher be given by using my Safeway card number. As for not being able to refund to EBT except instore I don't believe that to be true as I have had refunds processed without going in store for example *******. I do not understand why there is only one option for a refund.

Sincerely,

***** Cedar Face
Initial Complaint
Date:05/15/2025
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 did 1 online order when I was sick. I picked it up. The dog pill treats were not available yet was charged I didn't realize at time. Called store bit after and never a return call. Then saw another charge wk later for even more $ which again i did not do. Again and again this keep happening it's been months constant text messages every wk saying order canceled to late yet never was order. Went into that store multi times mind u it's an hr 1 way with no answers. Called safyway customer service even my bank (only thing they could do was cancel card which is linked to everything) so even tried going next town woodland they were most helpful looked at my messages from company went to my only order months before said there was no recurring order so they were stumped and said call again to corporate. So again just got off phone with ***** at safeway he said another 5-7 business days to check on they end cause I don't have order #s for him... um how would I I didn't order anything I offered the reference #s on each the transactions they took my $ in he said they wouldn't help. So yet again I've been out my money and more each month for 4months now. This is grossly disgusting all time I've spent driving to locations, calling card company, calling holding for **** with corporate all for them stealing my money. This is fraud bottom line seems like they thought I wouldn't care or check but I did and I'm not ok with them taking $ they were not given permission to take. So sad all the **** just say oh sorry for inconvenience..... um are u tho?
Business Response
Date: 05/20/2025
Greetings ****** *****:

Thank you again for your patience while we investigated this matter. Our team has confirmed that all charges have been successfully refunded and any pre-authorizations have been voided.

The repeated charges occurred due to enrollment in the Schedule & Save program, which automatically reorders selected items on a recurring basis. This is what caused the item from your original order to be processed weekly, resulting in multiple charges.

Weve verified that the subscription has now been canceled, and all associated future orders have also been canceled.

Thank you for shopping with us.

******,
Customer Support Center
Case ID: ********
Initial Complaint
Date:05/11/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my concern regarding the repeated and uncomfortable experiences Ive had with your stores security ******* a nearby resident, I shop at your store almost daily. However, during many of my visits, Ive been consistently followed by your security staff. This behavior causes me significant anxiety and makes me feel unfairly targeted. Whats even more disturbing is that I have overheard security personnel describing my appearance over their radios in a way that implies I am suspected of stealing which is completely unfounded and deeply offensive.I have never engaged in any suspicious activity, and I find it incredibly upsetting to be treated this way in a place I regularly support as a loyal customer. No one should have to feel watched, judged, or unwelcome while simply trying to shop.I respectfully ask that this issue be addressed promptly. I would appreciate a response from management on how you intend to ensure all customers especially ********************** members like myself are treated with respect and dignity moving forward.
Business Response
Date: 05/19/2025
Greetings ***** ******:

Thank you for contacting us. We have reached out to the customer directly in order to investigate their concerns and address with the third party security guard service at this store as appropriate based on our findings.

Thank you for shopping with us.
******
Customer Support Center
Case ID: ********
Initial Complaint
Date:05/09/2025
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.
Im filing a formal complaint about a deeply upsetting incident at the ********************************** (***** WA-3) on May 8, 2025, around 9:37 PM.Ive lived in this community my entire life and visit this Safeway daily without issue. That night, I was harassed by a self-checkout employee without provocation. I politely asked her to scan my ID for an alcohol purchase, and while she seemed cold, she did assist. When my $20 bill wouldnt work at the machine, she walked off and appeared to speak to another employee while glaring at **** approached the only open register to ask the other employee for help. Thats when the original employee suddenly intervened, saying I had to return to self-checkout. When I tried to clarify, she began accusing meloudlyof having an issue with her due to a past unrelated ID matter involving my sibling. I never brought that up. Her tone was aggressive, accusatory, and completely uncalled for.Despite my efforts to stay calm and ask her to leave me alone, she escalated further, eventually telling the other employee she wanted me trespassed and that I could not return to the store. This was said publicly, without cause or authority.I left the store shaken, embarrassed, and now afraid to return to a place that has always felt like part of my daily routine. This employees behavior was completely inappropriate and targeted. As a Black man in a small town, being threatened with trespass in public carries real safety concerns. I feel I was profiled and unfairly ********** requesting a formal investigation into the incident, including a review of store footage, and written clarification about whether a trespass order was truly issued. Im also asking for written assurance that customers will not be arbitrarily threatened or mistreated in this way again.
Business Response
Date: 05/17/2025
Greetings Tyzaih ********:

Thank you for speaking with our team last Friday. We want to follow up by assuring you that you were not trespassed and are absolutely welcome to shop at our store at any time. We also took the opportunity to review your experience with the employee involved and discussed as a team how the interaction may have been perceived, along with ways it could have been handled more appropriately.

We appreciate you bringing this to our attention.

Sincerely,
******
Customer Support Team
Case: ********
Initial Complaint
Date:05/05/2025
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.
This store only has 2 lines open with lines that are going through the aisles. There are no self check out machines open and when I asked to speak to the manager to ask them to open another line they said they were sending someone up but they did not.
Business Response
Date: 05/05/2025
Greetings ******* *******:

Thank you for sharing your experience and providing the photos.

We understand how important your time is, especially when checkout lines are longer and fewer lanes are open. To ensure we address this properly and share your concerns with the right team, could you please confirm the address or location of the store you visited?

We appreciate your time and look forward to resolving this matter promptly.

Sincerely,
******
Customer Support team
Case: ********
Initial Complaint
Date:05/02/2025
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 am submitting this formal complaint due to an unacceptable experience with rhe Safeway store (*******************************************************************************************) regarding an online order I placed on April 15, 2025. I was informed that several items were unavailable, yet when I was on the phone with another employee at Safeway at the same time that someone was shopping my order they said that the items were indeed available. I also visited the store in person and those very items were clearly in stock.This situation required me to make two phone calls and two separate trips to the store to correct what appears to be either gross negligence or intentional misinformation. Either way, this reflects a serious breakdown in customer service and integrity.I expect a prompt response explaining how this was allowed to happen, what steps are being taken to address it, and what will be done to make this right. At the very least, I expect compensation for the inconvenience and time wasted due to the staff's mishandling of my order.
Business Response
Date: 05/06/2025
Greetings **** *****:

Thank you for bringing this matter to our attention and for providing the details of your experience at our Safeway store located in **************, *********

We understand how frustrating it must have been to receive conflicting information about item availability, especially after making multiple phone calls and trips to the store.

After reviewing your concerns, its possible that a technical issue may have affected the visibility of certain items in your order during the fulfillment process. When our personal shoppers prepare online orders, they rely on real-time inventory updates from the system. Unfortunately, there are rare instances where stock levels displayed to the fulfillment team may not reflect the actual in-store availability, especially during high-traffic periods or when recent deliveries havent yet been scanned into the system.

Additionally, the customer service desk only has access to the same system view and updates as our fulfillment team, so they may not have been aware of discrepancies between system data and shelf inventory at the time of your call.

To help make this right, we are issuing a $20 online credit to your account, which can be used on a future online order. We hope this can help acknowledge the inconvenience you experienced while we work internally to ensure this does not happen again.

We appreciate your patience and continued support.

Sincerely,
******
Customer Support Team
Case: ********
Customer Answer
Date: 05/06/2025

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:05/02/2025
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.
I requested a refund for my card due to an online order I could not pick up. I was assured by customer service that I would be refunded in 7 business days. It has now been 8 business days with still no promised refund for the order I could not pick up. This is now the second time I have had to go to the Better Business Bureau to get a refund for an order I did not even receive, and this is terrible customer service. I need my card refunded today.
Business Response
Date: 05/10/2025
Greetings ****** ******:

Thank you for reaching out regarding your refund request. We understand how important it is to have a timely resolution to matters like this. After reviewing your refund request, we have processed a refund for Order #********* in the amount of $44.51. Please note that it may take 3 to 7 business days for the funds to reflect on your original method of payment.

You will receive an email confirmation once the refund has been completed within the stated timeframe.

We appreciate your patience as we worked to resolve this matter.

Sincerely,
******
Customer Support Team
Case: ********
Initial Complaint
Date:05/01/2025
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 purchased a Fresh Pass subscription from Safeway to have my groceries delivered because I do have a car. However, I have had problems with almost every order (documented via chat and phone calls with the company). I asked Fresh Pass at Safeway to cancel my subscription but they say they can not even though I have never received the service I paid for (they say I have because I have benefited from other discounts). They were supposed to refund the cost of the last order that I never received and then offered an additional $30 credit for the problems, but I never received the refund for the order that was never delivered ($81.42, Order *********, customer service reference number *********. Additionally, I was told a supervisor would be calling me to try and find a fix to the ongoing problems since they will not let me cancel but no one ever called. Since then I placed an additional order to use thw $30 credit and it was delivered incorrectly. Calling and chatting with Safeway to fix all this is very time consuming and frustrating.
Business Response
Date: 05/10/2025
Greetings ***** ******-*******:

Thank you for bringing this matter to our attention. We understand how frustrating and time-consuming this experience has been, and we truly appreciate your patience as we work through it.

Please know that your concern has been escalated to the appropriate team, and an investigation is currently in progress. We are reviewing the details of your FreshPass subscription, your recent orders, and the associated customer service interactions, including the refund and credit mentioned.

Once the investigation is complete, we will follow up with you directly to share the outcome and next steps. In the meantime, if you have any additional information to share, please feel free to reply to this message.

Were committed to resolving this issue for you as quickly and thoroughly as possible.

Sincerely,
******
Customer Support Team
Case: ********
Customer Answer
Date: 05/13/2025

Complaint: 23273677

I am rejecting this response because:
It has been over a month and I still have not been refunded over $80 for food I never received though the app says I was refunded. No one has reached out to me after that call or after Safeway posted this message.

Sincerely,

***** ******-*******
Business Response
Date: 05/25/2025
Greetings, *****,

Thank you for getting back to us regarding your refund request for order #*********. Weve completed a thorough review of your case and would like to provide a clear update.

We understand that you did not receive your order and had reached out to our ******************** regarding a refund for your subscription. Weve since cancelled your ********* subscription and processed a $99 refund, which should reflect in your account within 35 business days.

Additionally, **** issued a full refund of $81.42 for the undelivered order. This amount should appear in your bank account within 57 business days, depending on your financial institution. Both refunds have been returned to your original payment method, and confirmation emails have been sent to the address linked to your account.

As a gesture of goodwill, weve also added a $30 credit to your account, which you can apply to your next online order.

If you have any questions about the timing of the refunds, we recommend contacting your bank directly, as processing times may vary.

*******
Customer Support Center
Case ID: ********
Initial Complaint
Date:04/30/2025
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.
On 04/23/25 I placed an online order to be picked up by 8pm on the same day.I got to the store parking lot, indicated that I was there on app, waited 5 minutes before calling the store.They said theres no order here. I looked on APP and it showed a different Store, which is 15 miles away. They don't allow pu after 8pm, No way could I get over there. I called the store and talked to some kid and told them to cancel the order. This was 100% my fault. Here is the problem I have:They charged my debit card $113.32, the groceries were still in their posession, never left the store. This shouldn't be happening until the groceries leave the store. I had to actually call for a refund, or they were not going to auto refund my ******** took 4 days to just "approve" the refund and now I have to wait another 5 days to get my money back. The charged me $113.32 but only credited my account $******. They shorted me $0.50 too. I called and the lady supposedly credited my account, but I am sure I will have to wait another 5 days to even see that. *Ordered 04/23/25 *Credit Card charged same day for $113.32 Called 04/24/25 to inquire why they charged me for groceries I didn't pick up. "That is just their process.I had to call and ask for a REFUND or they would have kept the groceries and my money.Customer service had to put in a "request" to the store for the refund.That refund was just approved today 04/29/25 (6 days later from the date of th order)*They only refunded my ******, it should have been $113.32*I had to call again, this is not ok. *** from customer service says she refunded my the $0.50, but I have to wait for that. *May 4th will be 5 days from today, but that is a Sunday, so I won't see my money until May 5th.This is 13 days that they held onto my money for groceries that I did not pick up. This should be ILLEGAL, this is a bad business process. This is NOT ACCEPTABLE!On top of my refund, I want a store credit for the hassle and the improper use of my MONEY!
Business Response
Date: 04/30/2025
Greetings ***** **********:

Thank you for your detailed message regarding your pickup order placed on April 23, 2025. We have reviewed your concern and can confirm that a refund of $112.82 for Order #********* has been issued to your original form of payment. Please allow 5-7 business days for it to reflect on your account, depending on your bank's processing timeline.

Additionally, we noted the $0.50 discrepancy in your original refund. This amount has now been added to your account as a store credit, along with a $10 goodwill credit for the inconvenience caused.

Please allow up to 24 hours for the credits to appear in your account.

To redeem your credits on your next online order:

During checkout, go to the Payment Section

Under Payment Details, enter the amount of store credit you'd like to use

We appreciate your patience and understanding.

Sincerely,
******
Customer Support Team
Case: ********
Customer Answer
Date: 04/30/2025

Complaint: 23264340

I am rejecting this response because:
$10 CREDIT? WOW! You think it's ok to mishandle and take my money, hold me up for being able to buy more groceries cause I have to ask for a refund on groceries I NEVER RECEIVE! THEN I HAVE TO WAIT 14 DAY TO GET MY MONEY. STOP DOING THAT TO PEOPLE, THEN YOU DONT EVEN CREDIT THE RIGHT AMOUNT. $10 CREDIT IS A SLAP IN THE FACE FOR THE INCONVENIENCE. DO BETTER SAFEWAY!!!

Sincerely,

***** **********
Initial Complaint
Date:04/30/2025
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 use the Safeway pickup app to place an order. Almost every single time I go and pick up my order, there are at least three or more expired items and or rotten. This is at many Safeways in my area. I keep changing stores to see if I can get better service and fresh food. It does not matter which store, they keep putting expired foods in my bag. There is no quality control team. No one to check dates on food, it is a health hazard and it is ripping people off. I have requested refunds and they were granted, but not always. There are several order throughout the last 12 years where they would not give a refund. It is very upsetting to pick up your food and to get home and find out the food has expired. Something needs to happen here, I bet there are thousand of customers experiencing the same thing as I am.
Business Response
Date: 04/30/2025
Greetings ****** *******:

Thank you for bringing this matter to our attention. Weve noted your concerns about expired or spoiled items being included in your orders and fully understand the importance of receiving fresh, quality products. Your comments have been forwarded to our ***************** and Store Operations teams for further review. Ensuring accurate fulfillment and product freshness is a top priority, and your input helps reinforce expectations across all locations.

If there are specific order numbers or dates where a refund was denied, please provide that information so we can investigate further and determine the appropriate next steps. We value your continued business and are committed to making meaningful improvements.

Additionally, weve reviewed your most recent order and confirmed that a self-service refund request was submitted for three items. These refund requests have been processed accordingly through our system.

Sincerely,
******
Customer Support Team
Case: ********

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Safeway is NOT a BBB Accredited Business.