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

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:12/11/2023
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 entered the premises. An employee by the name ***************** immediately came out from behind his booth, stood in front of me, and stated, excuse me, Im going to need you and your dog to exit the premises. I then stated, you didnt even ask if it was a service animal, to which he replied, well, I assumed, since you were holding it. I then requested he have his manager handle the matter. I did not see him again, prior to checkout and leaving the premises. 10/11/2023 9:00am
Business Response
Date: 12/12/2023
Hello ****************************:

Thank you for reaching out. Can you please let us know which location this occurred at?

Thank you,

Aryssa P.
Customer Support Team
Initial Complaint
Date:12/10/2023
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 purchased meat from Safeway grocery store located in ****, ** 12/8. I brought it home and opened the plastic wrap to find a large dead fly on the side of the meat. This is just absolutely beyond disgusting. Apparently there are others that have seen the same as noted on my social media. I was told by the store, the meat is processed on premises not from a factory. There is no excuse for this. If there was one fly, I can't even imagine how many more are in that area. Does this establishment ever have a health inspection ? or is it overlooked ?
Business Response
Date: 12/18/2023
Greetings ************************* *******:

Thank you for taking the time to make us aware of this incident. We are deeply sorry to hear that this happened. Please know that this is never the impression we want to leave nor the quality of products we strive to provide.

We immediately reported this to our Store Director, had the area serviced by an outside 3rd party, discussed the issue with our *************** Manager, and will monitor the meat cases closely to ensure nothing like this happens again.

Additionally, our Store Director attempted to contact you directly but has not received a callback. If you still wish to speak to someone or have additional questions or concerns, please reply here or call our *********************** at ************.

Thank you for shopping with us,

********
Customer Support Team
********
Initial Complaint
Date:12/06/2023
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.
12/1/23- I picked up my prescriptions from the pharmacy. I was given an incorrect prescription that was for someone else- I ingested this medication for 4 days. The bottle had my name and information on it. I called the pharmacy on Monday and explained that my doctor did not prescribe the medication and I was very concerned about side effects- the guy that answered the phone told me in so many words Im still alive which was very distressing. Nobody has explained how this error happened and this has caused a great deal stress and anxiety
Business Response
Date: 12/11/2023
To whom this may concern,
We have resolved this complaint with the patient directly. We take patient safety seriously and with the utmost care and all complaints are handled per our standards and all applicable legal requirements.

Thank you,

Aryssa P.
Customer Support Center
Customer Answer
Date: 12/11/2023

Complaint: 20968741

I am rejecting this response because: issue was not resolved- nobody has contacted me to explain how this error occurred and nobody has provided next steps.

Sincerely,

***************************
Business Response
Date: 12/14/2023
To whom this may concern,

Safeway is committed to medication safety and patient satisfaction. Because of our commitment to quality and safety, Safeway participates in a *************************** (PSO). PSOs create a learning system for pharmacies to ****** medication safety. Given the privacy laws protecting patient information in the pharmacy (HIPAA and the Patient Safety and Quality Improvement Act of ****), we cannot discuss the specifics of any patient interaction and we will reach out to the patient directly in an effort to resolve any outstanding concerns.
We did want to share with you that *************** has spoken with the customer and resolved the claim on December 12, 2023, therefore nothing more *************** can do at this juncture.

As a result, we ask that you please consider this case closed.

Thank you,

Aryssa P.
Customer Support Team
Customer Answer
Date: 12/15/2023

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:11/29/2023
Type:Customer Service 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 a week ago I noticed all my gas rewards were gone after recalling I had somewhere around 80 left from buying gift cards at the end of October and beginning of November. I contacted customer service through chat and they stated someone had used my rewards on coupons in ********** and reissued me 8 rewards which wasnt enough and got used by this person in ********** again. I contacted customer service again to change my number and further investigated myself to see in my rewards history that they used ****************************************************************************************************************************** 24 hours. I didnt see them so I contacted customer service through chat again to find out it was denied. This agent said they got approval from their supervisor and they would call me. I have not heard from anyone. I need these rewards reimbursed because I was planning on using them for gas for the next 7-8 fill *** and they also expire at the end of December which Im running out of time to do so. The original number on my account is **********, please contact me at this number. The new number on account is ********** which is my wife. I have two case numbers with Safeway, ******** and ********
Business Response
Date: 12/01/2023
Hello *************************:

Upon looking at your account we were able to verify that a different source logged into the account, added the Grocery Rewards, and redeemed them in a different state from where you reside. We appreciate you having taken the proper steps by updating the password and phone number on your account, and want to let you know that we have reinstated your 77 Grocery Rewards. Please allow 30 minutes to 24 hours for those Rewards to update and reflect on your account.

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

Thank you,

Aryssa P.
Customer Support Team
Customer Answer
Date: 12/04/2023

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:11/28/2023
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.
Safeway violates the customer right to choice and privacy. ********************** imposes customers privacy invasive shopping requirements. These issues are detailed below.As many other grocery stores, Safeway provides savings through the digital coupons program. In order to sign up for this program, Safeway provides a first option, which is more privacy invasive, to download a phone app, and a second option, more privacy friendly, an on-line signing up. As a customer protecting my privacy, I chose the second option. There are three weeks since I am trying to sign up using the second option, and Safeway is refusing to activate the account. I did talk with their central customer service several times, as their system was randomly generating error messages when I was trying to sign up, error messages such as "we are having technical difficulties", "invalid phone number", "invalid email address" - all such messages making no sense. The latest interaction with safeway customer service and IT ***** said what i was suspecting from the beginning, namely that I have to download the app on my phone in order to sign up for the digital coupons program. Even more strange, they forbid me to use an aol.com email ***** or America on Line, is one of the oldest email providers, a very well known business that Safeway has no right to restrict). As a solution to all this, I asked Safeway to create the account for me, because after all, this is a simple shopping account just like the old store cards were. The refused that as well.What is the goal of this program, if customers cannot sign up? Safeway must open this program to customers, and make the sign-up process transparent and user friendly, just like the other grocery stores having such a program do. As a customer, I am not given the opportunity to buy products at the digital coupon price because Safeway makes it difficult for customers to sign up, unless customers accept Safeway phone notifications and other privacy invasive options.
Business Response
Date: 11/29/2023
Hello ***************************:

We apologize about the technical difficulties you have experienced when trying to create your Safeway for U account on our website. No mobile device is needed to take advantage of our savings, so we want to help you troubleshoot, so you can stick with signing up directly on our website.

Please make sure 3rd party cookies are enabled on your device, clear cookies and website data, then reboot your device.

When attempting, again, to Create an Account, please make sure to remove the '+1" from the beginning of your phone number and use the email you'd like. Please let us know if these steps helped you.

If not, please provide us with the following details, so we can share this information with the appropriate team.
-Visit www.whatismybrowser.com and provide us a screenshot of the information provided
-Let us know what device you are using
-Provide us with the Operating System on your device
-Provide us with the complete email and phone number you attempted to use

If you'd like, we can also follow-up with you personally and walk you through the registration and navigating through the website.

Thank you for working with us to help you get this matter resolved. We look forward to hearing from you soon.

****************
Customer Support Team
Customer Answer
Date: 11/29/2023

Complaint: 20930445
Thank you for your reply. We already went through all the debug steps you mention in your reply. Just some highlights of my efforts: We talked to your staff three times, including to your IT ***** Last interaction was with *** (from IT), he gave the reference number for the call as ********. *** mentioned to download the app, because that is the way it will work, and that an aol.com email is not acceptable on your system. Regarding the other questions you ask, we used two different laptops running windows 10, and a mobile phone running android 11. None of these worked. We also did step by step sign up with your staff, live, as you mention here in this response. Regarding the phone number and email we used, this is the case number opened with your customer service ***** so that you can retrieve that info from there: 07800551
Therefore, I ended up opening this bbb case after exhausting all possible reasonable paths. Clearly, you are making hard for customers to sign up unless customers accept privacy invasive solutions. We even invited you to create an account for us, and you refused that as well.
Please resolve this issue - you have all the info. If this imply for your system to be updated to accept an aol.com email address - you have to do it because aol.com is a legitimate, well known business, and you have no right to discriminate.

Sincerely,

Business Response
Date: 12/06/2023
To whom this may concern:

Unfortunately, we do not allow users to use an email with an *** domain for security reasons. We double-checked with our IT Team and they verified that using the *** domain has been detected as potentially dangerous.

We do not want to put our customers at risk, so we have asked that Mr. Secareanu use a different email and try again.

Thank you,

Aryssa P.
Customer Support Team
Customer Answer
Date: 12/17/2023

Complaint: 20930445

I am rejecting this response because:
How can ********************** discriminate against a legitimate business --- *** (Americ Online) that is in business since ****? Does *** know about this discrimination? Not my business, but *** can even sue ********************** for such discrimination. I use this email with the *** domain everywhere, including at all other ********************** competitors (other grocery stores in the Phoenix area), and nobody ever complained and restricted/discriminated against this *** domain and labeled it as a "security risk" - that is absurd, even more so when this is a simple, non-secure account that simply allows customers to enjoy savings. Do customers have to have a special email in a special domain that ********************** likes? What are the email domains that ********************** likes? Customers have many legitimate email domain choices - but possibly ********************** rejects many of them...
Please revise your policies and allow customers to enjoy the savings that you theoretically provide. You do not make your customers any favors by allowing us to shop in your store and enjoy savings - we, as customers, make you a favor that we want to shop in your stores. Please add and allow the aol.com domain.

Sincerely,

***************************
Initial Complaint
Date:11/28/2023
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 first made this complaint in November of 2021, two years ago. The pay screens at checkout direct customers to enter a mobile phone number to get the Member Discounts. This instruction is incorrect, as the phone number registered with the company is not necessarily a mobile number; in my case, the phone number I have registered is my home phone number. The directions on the screen need to be changed to read "phone number" rather than "mobile number". For two years I have been put off and obstructed without any resolution to this complaint. In April 2022 manager ****************************************** emailed me he was working with the Marketing and IT departments to get this corrected; since then, there has been no further communication from *******************************, nor any other form of resolution.
Business Response
Date: 12/14/2023
Greetings ************,

Thank you for reaching out regarding the current language displayed on our checkstand Pin-Pads. We understand that displaying the words mobile number may cause confusion to our guests who are already members of our forU loyalty program. To add context, the need to display "mobile number is to allow guests who are not current members the opportunity to receive the forU savings instantly. For this to work, the number entered must be a mobile number. By entering their mobile number, an SMS text will be sent to the guest with instructions for how to join, if the guest enters a landline phone number, the opportunity to register for an account will not occur.

We will revisit this with our IT teams and keep you posted if an update is possible. Thank you for your patience and please feel free to contact our Front End Operations Director ******** at ************************************************** if you have any further questions.

Thank you,

*************;
Customer Support Team
********
Customer Answer
Date: 12/15/2023

Complaint: 20913820

I am rejecting this response because:
I have attached a photograph of a checkstand Pin-Pad. As the photograph shows, the Pin-Pad simultaneously solicits the customer (not "guest") for his already-registered number, and gives the customer the opportunity to register a number. There is no need, therefore, to text the customer with instructions on how to join.
To say that the instructions as they stand **** cause confusion" to customers is to minimize and distort the situation. The instructions are incorrect, not just potentially confusing.
The reply in no way addresses the fact that for two years I have been put off and obstructed by ***************** without any responsible, coherent response to the complaint until now. More than 19 months ago, manager ****************************************** reported he was working with Marketing and IT to get this problem resolved, yet this reply gives no information on what has become of those efforts. Nor does this reply address how the company's **************** processes need to be altered to prevent the type of obstruction and refusal to communicate I have experienced for the last two years.
Sincerely,

*******************
Initial Complaint
Date:11/28/2023
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.
Hi, i am having an issue with Safeway grocery that i dont really understand. I received someone elses order almost a month ago now and they keep dragging this out and not giving me my money back. I keep contacting them and they just keep telling me that they are submitting a ticket for a refund and i will hear back in 3 to 5 days and then i never do. Im not sure what else to do because ive been stuck in this never ending circle where they just keep telling me to wait and never get the issue solved. My order number is ******** and ive also attached a screenshot of what they keep telling me. Its such a small amount that i dont understand why they are having such an issue with it.
Business Response
Date: 11/28/2023
Hello *****************:
Thank you for reaching out. We apologize about the delay in getting a resolution for your Drive Up and Go order.
Your experience was shared with our Operations Manager. After looking at the handoff data for your Order #********, it was found that the correct 4-digit code was entered. Since the 4-digit code is only given to and known by the customer who placed the order, unfortunately the refund was not approved.
We thank you for your understanding.
Aryssa P.
Customer Support Team
Initial Complaint
Date:11/25/2023
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 dissatisfaction with a recent experience at your store. During my visit, I needed to use the restroom, only to find that it was locked with a passcode. When I asked a security guard for the code, I was refused access unless I showed a receipt. I explained that I was in the process of shopping and had not yet checked out, but the guard persisted, citing store policy.Upon requesting to see this policy in writing, the guard was unable to provide any official documentation. I then asked to speak with the manager, DJ. However, DJ also denied me access to the restroom and failed to provide a clear explanation or any official policy stating that restroom access is contingent on having a receipt.This situation is extremely disappointing and inconvenient. I believe that denying a customer basic amenities like restroom access, especially when they are actively shopping, is not only poor customer service but also potentially discriminatory.I kindly request that you address this issue, clarify your restroom policy, and ensure that all customers are treated with respect and dignity.Address - **************************************************************
Business Response
Date: 11/27/2023
Hello ***********************************,
We appreciate you reaching out.
The Store Director, who was recently assigned to this store a few weeks ago, reviewed this situation. It was found that the previous store manager put in place the policy of asking for a receipt before allowing customers to enter the restroom.
Since this policy is difficult to enforce consistently and without using discretion, the new Store Director is eliminating it. This way there is no risk of customers feeling discriminated against. He will also be sharing this change with the team and the in-store security.
Thank you.
Aryssa P.
Customer Support Team
Initial Complaint
Date:11/25/2023
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.
Hi Safeway.I visited your store on Thanksgiving Day at or about 5:40 pm. The food that I picked up was pre-made. The Greek box, a salad, an Asian food pre-made meal and eggs. The pre-made meal and the Greek box was so bad I returned on the Novemebr 23, 2023 to find an alternative.Upon my turn customer service was great. But something was amiss. The woman with tattoos that worked in the ********* food section and that wears an "ear piece" while working helped me. It seems like she was waiting for me? Like someone informed her "hence the ear piece"? Nonetheless less I had the food replaced. But the food was even worse hot. It tasted like chemicals. Eating it was the wrong choice. I have had gut and groin pains since eating so over 12 hours I have been in pain.Lastly, I'm not sure what's with the employee needing their phone at all times and having ear pieces but it's unprofessional. Please reach out to me soon for more information.P.s. this was at the safeway @ **********************************************************************
Business Response
Date: 12/07/2023
Greetings,
We take this concern seriously, as well as the health and safety of our associates and customers.

Our Food Safety team visited this store, post complaint. They found food handling practices and chemical storing practices were being done correctly. The store did also have an Ecolab inspection in November and the deli did not have any food safety or sanitation violations. We received the highest inspection you can receive.

Our associate with the earpiece will be retrained. We do use communication devices in-store but are unsure at this time if it was a personal or company device that is said to have been in use.
Thank you.
Aryssa P.
Customer Support Team
Initial Complaint
Date:11/22/2023
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 ordered though their online service which I pay $9.99 per month for. I received part of my order and called into their store. The guest service person I thought was uncaring but then after waiting for redelivery I got the "manager" who was indifferent and it didn't matter to her in the least. Claimed they handed it off to a door dash driver but had no information. Neither of these ladies seemed to care that I was missing 2 items and I honestly don't know if it's because it's been a long day or they just don't like their job. I paid for the service and I paid for my items. I was told it takes 20 minutes for a delivery driver to be dispatched from when they pull the items. I said it needed to be to me ASAP as I had already waited for my stuff and the missing beef is part of my dinner. I waited over an hour to call back giving them more than enough time to get the 2 missing items which was my Tylenol and beef. We are not talking about some crazy big order. I wanted the 2 items I paid for and the service I paid for to be completed. My house is about 20 minutes from the store so I know it wouldn't take an hour but I gave them the benefit of the doubt. I had to wait for the "manager" to find where my stuff was for over 15 minutes for her to come back and tell me they ran out of meat and they will have to refund it or I can wait for it tomorrow. When I said that's theift and that I ordered it and they should have it safe said they don't. I demanded her name as I told her it was going into the report and she hung up on me. This is inexcusable period.
Business Response
Date: 11/30/2023
Greetings *************************:

We are sorry to hear that a couple of items were missing from your order, and we sincerely apologize for any inconvenience this may have caused you. We see our Store Team tried to assist you with your concerns, but ultimately, we refunded you for both items due to product availability.

Again, we apologize for the inconvenience. If you have any other questions or concerns, please call our *********************** at ************, and one of our associates would be happy to help you.

Thank you,

********
Customer Support Team
********
Customer Answer
Date: 11/30/2023

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,

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

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Safeway is NOT a BBB Accredited Business.