Business Profile

Grocery Store

Safeway

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Complaints

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

Customer Complaints Summary

591 total complaints in the last 3 years.
225 complaints closed in the last 12 months.

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

Initial Complaint
Date:11/20/2023
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 23-Sep-2023, I purchased a $20.00 ******** I-Pass Gift Card from *********** When I attempted to load the gift card onto my I-Pass account I was unable to do so because it stated that card had a $0.00 balance. I contacted ********** on the same day and I was informed to call the number on my ********** receipt. I called as instructed and was told that I would receive a call back from the ********************* On 24-Sep-2023, I received a voicemail from gift card specialist, *****. I returned the call on 25-Sep-2023 and was instructed by ***** to submit 3 images to email address ****************************************** with my ticket number (******): (1) My ********** receipt, (2) front of I-Pass Gift Card, and (3) back of I-Pass Gift Card. On the same day, I submitted all 3 images as instructed. later the same day, I received an email reply from ***** (Gift *********** stating, "Your ******** I-Pass isn't a gift card. We don't resolve issues with transit cards. You will have to contact the phone number on the back of your card." The front of the card states, "I-Pass Gift Card" (as per the image I submitted per the Safeway request. I purchased the I-Pass gift card from ********** (a Safeway retailer) not I-Pass. I would like a full refund.
Business Response
Date: 11/21/2023
To whom this may concern,
On 09/25/2023, ***** from our Gift Card Team advised the customer that the ******** I-Pass is not a gift card. Unfortunately, we don't resolve issues with transit cards. The customer has already been advised that she will have to contact the phone number on the back the ******** I-Pass card for further assistance.
Thank you for your time.
Aryssa P.
Customer Support Team
Business Response
Date: 11/22/2023
Greetings ***************************:

We are sorry you had trouble redeeming your ******** I Pass gift card. Unfortunately, we do not support this card, so you will need to contact the I-********************* directly.

You can contact them at the following number - 1-800-UC-IPass ***************).

We apologize for the inconvenience. If there is anything else we can help you with, please reply here or call our *********************** at ****************.

Thank you,

********
Customer Support Team
********
Initial Complaint
Date:11/20/2023
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.
Digital coupons are impossible to access. Seems like they are not always located as Safeway newspaper ad reports. Also, their website offers no help in HOW to locate digital coupons.Isnt it enough to be able to easily clip click/cut coupons? Have a Membership?Get rid of digital coupons.
Business Response
Date: 11/22/2023
Hello *****************:
Thank you for reaching out to us. We hear your concern with our Safeway For U loyalty program and appreciate your feedback, as it's really valuable to us.
We wanted to share that our deals can be accessed from any smartphone via our website or mobile app. And, because it is not limited to only cell phones, you can also access your account from any desktop computer or mobile device.
Both the mobile app and website have a 'Deals' section where you can view and load coupons, along with a 'My List' section where you can see what you've added to your account. If you ever need any assistance, please don't hesitate to reach out on the mobile app by visiting the *** page under Settings or via the Contact Us page on our website.
If you have any other questions or concerns, please reply here or contact our *********************** at ************.
Happy Holidays.
Aryssa P.
***********************
Customer Answer
Date: 11/25/2023

Complaint: 20895576

I am rejecting this response because: it does not answer the REASON(s) for additional step(s) in redeeming on click/ cut coupons or membership. digital coupons are stumbling blocks to customer satisfaction. Accessing it are difficult and involves many steps, not as easy as simply getting on app or cell phone! Getting on, but what step by step is involved with LOCATING the digital coupons for the particular item.
Not a simple straightforward process as you portray.
**********

Sincerely,

*****************
Initial Complaint
Date:11/18/2023
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 company has a reward discount that uses customer phone number. They keep using my information and I don't want to be contacted they have also sold my information
Business Response
Date: 11/21/2023
Hello ***************************:
Thank you for reaching out.
We have unenrolled your Loyalty for U account and deactivated it. Additionally, we have requested that all ********* Communications stop, per your request. Please note that these changes can take 4-6 weeks to update.
If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.

Thank you,

Aryssa P.
Customer Support Team
Initial Complaint
Date:11/16/2023
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 buy this Apple Card put ***** on there I check it nothings is on there at all can you help me
Business Response
Date: 11/19/2023
Greetings ***********************:

We are sorry to hear you've had an issue with the Apple gift card you purchased, and we apologize for any inconvenience this has caused you. We have looked into this matter and see a ticket was opened on 11/16/2023 when you contacted us by phone.

We have requested images of the back of the packaging, the back of the card, and the receipt to research the issue, but we have not received those. We are unable to proceed without this information.

The image submitted here matches the transaction info provided, which was activated successfully, and funds accepted by the card partner on 11/15/2023 at the time of sale. If you are having redemption issues with the card, we encourage you to contact the card partner because we cannot see transactions on partner cards.

Thank you,

*************;
Customer Support Center
Case ID: ********
Initial Complaint
Date:11/14/2023
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.
Every time I spend money in this store I use my club card in accordance with their policy and every single time Im over charged without fail and Im not the only customer who has this problem . If they over charge every customer and only half of them discover this problem they get to keep all of the money they overcharged people I down load their coupons as you are supposed to and still get over charged for those items I always end up taking my receipt back in and get back on average $10.00 to $17.00 dollars also Im required by law to pay a bottle deposit and I get penalized $2.00 if I want my cash back thats not fair I have no choice but to pay this deposit. This amounts to blackmail. I want all of my deposit money back that I paid also when you pay for your groceries with food stamps they dont put the overcharge back on your card they give you back cash not right or legal. I would very much like an investigation into this matter as its unfair business practice
Business Response
Date: 11/20/2023
Greetings BBB:

As a store and a company, we do our best to ensure that the pricing stated within the advertisements and on the shelf are properly and accurately set up. From time to time, we do have an issue that needs to be corrected and when made aware we do so. Aside from an error on our part we will also have challenges with coupons or advertised pricing that was not correctly followed by a customer (not meeting the minimum purchase necessary, purchasing the wrong size, or wrong item brand). We will from time to time have things like the coupon was not downloaded to the account, or to the wrong Safeway card.Honestly, there are a few other reasons why this happens. Bottom line though,we do our best and when we fail, we will make it right.

When returning containers for credit we use the "Bottle Drop" system. This is a system that has participating people return their green bags through the "chute" and it is counted within a few days and provides the credit for each container at 10c per eligible container. The customer receives the credit via the kiosk and a scan bar refund voucher. In addition, Safeway offers an additional 20% to the voucher if the customer choses that option at the kiosk. The only requirements are that the customer use it in the store that day and they must use the full amount. We are not certain how ******************** thinks he is being penalized $2.00. There is no penalty of any kind, just a 20% incentive to redeem the bottle voucher here at the store.

Thank you,

Aryssa P.
Customer Support Team
Customer Answer
Date: 11/21/2023

Complaint: 20872215

I am rejecting this response because:

Sincerely,

***************************** the over charges happen every time and have been happening for over three years now and continue on today
Initial Complaint
Date:11/13/2023
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.
Hello. i went to the safeway grocery store to pickup my grocery order and they gave me the wrong order. i was on my way out of town so i didnt realize they gave me the wrong stuff until i arrived at where i was going which was 3 hours from the nearest safeway. I contacted them online and was told not to worry they would submit a refund and i would see it in 5 to 7 days. Its been over a month now and i have contacted them at least 5 times now and they keep telling me the same information. They keep resubmitting the refund with no resolution and telling me to keep waiting. I seem to be stuck in this endless loop and its ridiculous for a small grocery order. I dont really know what else to do other than ask for help on this. My order number for the store is ******** and the reference number they gave me is ********. They also gave me a case number of ********
Business Response
Date: 11/17/2023
Hello ***********:

Thank you for reaching out.

We are very sorry for the delay, and we sincerely apologize for the frustration this has caused you. A refund of $92.48, for Order #********, was processed to your original form of payment on 11/15/2023. We have also emailed a refund receipt to the email on file,but please allow 3-5 business days for the refund to appear on your bank statement. If you do not see the refund by 11/22/23, please reach out to your Financial Institution to be sure they have released the funds.

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

Thank you,

Aryssa P.
***********************
Customer Answer
Date: 11/19/2023

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,

Keny Dimmle
Initial Complaint
Date:11/09/2023
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.
On 10/19/23 I placed an order for grocery delivery and the arrival was scheduled between 6-8pm. At 7:20pm I called the driver and he stated he had been to my location, even though I could see that he was parked at a nearby parking lot and never came. He stated he was returning my items to the store. The next day I called for a refund and a representative states that it was initiated and it would take 5-7 days. I have contacted corporate with no resolution, and its been almost 3 weeks I would like my refund. My order # : ********
Business Response
Date: 11/14/2023
Greetings *******************************:

We are sorry your order wasn't delivered as scheduled, and you have yet to receive your refund. Please accept our sincerest apology for any inconvenience this may have caused you. We have looked into this and submitted a refund of $69.04 back to your original method of payment and sent a refund receipt to your email address on file. Please allow 3-5 business days for this to process. If you haven't received your funds back by the end of the 5th day, we encourage you to contact your financial institution to inquire about the release of the funds.

If there is anything else we can assist you with, or if you still have concerns regarding your experience, please don't hesitate to reply here or call our *********************** at ************.

Thank you,

********
***********************
Case ID: ********
Customer Answer
Date: 11/14/2023

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. I checked my account at 1:41 am pst time and my benefits of $58.85 was refunded to my card. Currently just waiting for the $10.19 to be refunded to my debit card.

Sincerely,

*******************************
Initial Complaint
Date:11/08/2023
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 started using Safeway Delivery in 2008 due to multiple spine surgeries and being physically unable to complete a shopping trip myself. Things went well, until 7 years ago when Safeway started withdrawing money that was unauthorized by me. For 7 YEARS, Safeway has been FORCING Substitutions, boldly disregarding the online order instructions which stated clearly and explicitly... NO SUBSTITUTIONS.They have forced me to spend an unacceptable number of hours on the phone getting the money refunded, for 7 YEARS. I have filed complaints with the store repeatedly, and again just before this last incident occurred.Last Order # ******** placed, after painstakingly checking "no substitutions" for each item ordered, on 10/6/23.Order was delivered to front porch on 10/7/23, containing 1 expired raw meat item and 12 other items that I did not order.I contact Safeway, per usual, to refund my money they took out of my account for items I did not order or want! The refund amount expected came to $74.64. The local store delivery manager rejected the request. I filed a complaint and Safeway provided my phone number to the local delivery mgr to call me to resolve. He never called, nor responded to my request to refund my money. I contacted Safeway again and was told they resubmitted the refund request, and were rude. I found out they had never resubmitted the refund request. Safeway STOLE $74.64 from a handicapped woman who has physically relied on them since 2008. I'm tired of being abused by this unethical company who was forced to previously settle a class action suit filed against them for charging their customers more than what was agreed to at the time the delivery order was placed. Does this have to happen again with the substitutions thefts? I need my money refunded today and for this company to be put on notice. I have evidence to support my claims.
Business Response
Date: 11/09/2023
Greetings ***************:

We are very sorry that you received substitutions that you did not request or allow, and we sincerely apologize for the inconvenience. Please know the Operations Manager will be working with the Home Shopping Team, so they dont substitute for any future order.

We have also processed a refund back to your original form of payment in the amount of $74.64, for the substituted items in Order #********. Please allow 3-5 business days to see that in your account. For your records, we have also sent a refund receipt to the email on file.

If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.

Thank you for reaching out,

Aryssa P.
Customer Support Team
Initial Complaint
Date:11/06/2023
Type:Billing 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 many occasions the sale price shown in the store and their weekly ads was not given at the time of purchase. The cashier then has to go over the overcharges and fix the problem. Fine if this only happened occasionally, however this is a constant reoccurring problem that has affected shopping prices in many occasions to my wife and myself at different occasions. It's happened so much I felt that I had to make this complaint.
Business Response
Date: 11/07/2023
Hello ***********************,

Thank you for reaching out. We want to take a look and see why you and your wife are having issues receiving the sale prices. Can you please clarify whether they were the ************** Card sales or the Digital for U Deals? Also, include any photos, screenshot and additional details of the offers you're referring to, so we can better assist you with this.
If you can also reply with the registered email on your account, along with the phone number you and your wife use at checkout, and the store location and date you most recently experienced this.

We look forward to hearing from you soon.

Aryssa P.
Customer Support Center
Initial Complaint
Date:11/06/2023
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.
To whom it may concern,I placed an order at www.Safewayflowers.co. for a funeral service. Here is the order number for my purchase: Master ID: *********. I ordered two flower arrangements, Item: S16-4471 and Item: S3-4442. The costs for both items is listed here:(1st) Item: S16-4471 cost $311.99 and (2nd) Item: S3-4442 costs $174.99. The funeral service was held on 9/25/23 at Moutain View Funeral home. On the day of the funeral, I noticed the flower arrangements that I received. DID NOT LOOK like the pictures on the website.On 9/26/23, I made a telephone call to Safeway flowers to express my concern and disappointment in the flower arrangements that I received. Later that day (on 9/26/23) I received an email from Safeway Floral. Here is email address *************** In the email message, I received I was requested to send pictures of the flower arrangements. On 9/27/23, I attached pictures of the flower arrangements. Along with, the issues that I had with the flower arrangements. On 10/9/23/, I called Safeway flower to follow up. I spoke to ****** and I informed her that I was following up per the pictures I had emailed on 9/27/23. ****** said that she would reach out to a supervisor to check on the status of my issue/complaint. She placed me on hold for ABOUT 10 MINUTES. When she returned back to the telephone, she asked me to continue to hold. I was placed on hold for another 5 MINUTES. Finally, the next time when she came back to the phone. I requested for her to send the supervisor's response to my email. Seeing that, I could no longer wait on the telephone. The next day, I checked my email. However, I did not receive and update.On 10/20/23, I still had not received a response email. On 10/20/23, I called Safeway flowers for a second time, to receive a resolution. I talked with a customer service representative and explained my issue/complaint. Again, I was placed on hold an extended hold.At this point, I am seeking help to receive a resolution.
Business Response
Date: 11/07/2023
Greetings ***************************:

We are sorry to hear that you were not satisfied with the flower arrangements you purchased or the customer service you received while attempting to remedy the situation. We hope you will accept our apologies for not only the poor experience but any inconvenience this may have caused.

We want to try to get to the bottom of this for you. At your earliest convenience, please let us know which Safeway location the flowers came from, and if possible, please attach the photos you have of the flowers to your response.

Thank you,

*************;
Customer Support Center
Case ID: ********
Customer Answer
Date: 11/08/2023
Dear ******,
I attached the pictures of the flower arrangements, I received from Safewayflowers.com. Also, I attached my proof of purchase that includes the price of each flower arrangement (at the time, I made the purchase) I purchased the flowers arrangements ONLINE at Safewayflowers.com.
Feel free to share the pictures along with my proof of purchase with Safeway.
Thank you!
******
Business Response
Date: 11/18/2023
Greetings ***************************:

Thank you for sharing that information with us, and again, we apologize for the inconvenience. We have shared the information you provided and your contact information with our team and are currently waiting to hear back about how to proceed. Once we have received an update, we will update you here.

We greatly appreciate your continued patience while we continue to look into this.

Thank you,

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

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