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.
226 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:09/13/2023
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.
Order no. ******** has not been refunded to me. Safeway did not deliver my groceries on the 31st of August. **** from Safeway called me that day and advised me that the door dash driver returned my groceries back to the store because they could not find my address. I asked them to refund my money when I spoke to **** from Safewag.I'm still waiting for my refund. It's been three weeks. I reached out many times on my Safeway app regarding me refund but they have not refunded me and today is 9/12
Business Response
Date: 09/13/2023
Greetings *********************,

We are sorry to hear you didn't receive your refund for order #********. We have processed a refund of $39.48 for this order and added a credit of $25 to your account for the inconvenience. The credit can be used immediately, but please allow 3-5 business days for your refund. We sincerely apologize for this incident and any inconvenience this may have caused you.

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

Thank you for shopping with us,

*************;
Customer Support Team
********
Customer Answer
Date: 09/14/2023

Complaint: 20595178

I am rejecting this response because: I don't see the refynd/credit in my account.

Sincerely,

Rikka M.
Business Response
Date: 10/01/2023
Hello BBB,

As stated in our response, the order was refunded on 9/13 and would take 3-5 business days to credit to the account. It's far exceeded that.
Furthermore, the customer has used the $25 credit that was placed on their account on another order.
We are asking that you close the case in our favor as we resolved the customer's issue.

Thank you,

********
Customer Support Team
06582368
Initial Complaint
Date:09/10/2023
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.
Safeway store FortWashington ** contracted with Door Dask delivery to delivery my groceries that I had paid $47 for, The delivery was suppse to be between 2Pm and 6 Pm, at 2;06 Pm got a call groceries were delivered. However, after carefully checking I did not see a delivery to ************************************************************. Appear they delivered to wrong address . Suspect deelivery was to ****************************************************************. I suspect the deliver to this addess because saafway and door dash deliver to this ******** address all the time for me and I am constantly trying to get e-delivery,Yesterday at 2:10 Pm when I noticed that Safeway through Dood Dash delivered to wrong address called the Grocery delivey tool free number at ************ and registered a non delivery of order ******** . The Grocery delivery stated they will re-deliver the groceries the folowing day 09-10--2023 between 8 Am and 10 Pm. Its now 11:00 Pm and no redelivery. aled Grocery delivery service once again and filed a complaint and they stated delivery will be sometime on 09-10-2023/
Business Response
Date: 09/13/2023
Good Morning
We are writing in response to BBB complaint ***********. ************** placed an order with Safeway **** on 9/9/23 to be delivered to his address between 2pm and 6pm. The order was completed at the store and handed off to a Door Dash driver, who confirmed the delivery was completed that afternoon. However, the Customer subsequently reached out to explain they did not receive the order and requested redelivery. The order was re-delivered Sunday morning. ************** confirmed the order was received and he was credited $25 to account for the delay. In addition, we have reviewed our communication processes to help ensure a mistake does not happen again in the future. If you have further questions or need further information please let us know.

*****************
Customer Support Center
Initial Complaint
Date:09/09/2023
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 have had trouble multiple times with digital coupons not being applied to my purchase. the way the prices are displayed at checkout along with the way the employees rush through the transaction make it impossible to see if the prices for each item is correct. I try to use self checkout whenever possible, and when I do I am usually able to spot discrepancy's, but when the purchase is to large for self checkout I feel like I'm being forced into overpaying with out proper knowledge of what I'm being charged for each item, under pressure from the long line behind me, and melting frozen gods in my cart. On my last visit I had to many items for self checkout. when everything was scanned it was much more than I calculated, and more than I had left on my credit card. under pressure to move along I took a $100 bill out of the cash I had together for rent, and prayed I could come back to take care of the discrepancy. At home I realized the electronic coupons didn't apply. I went back later hoping to resolve it, but they said their computer system was down, and they couldn't do a return (it was 9pm, and the store is 24 hours). By the time I returned again the coupons were no longer available, and they weren't able to give me the prices i was supposed to pay in the first place. I went back home, and in desperation grabbed anything I could on the receipt to try and get some of my rent money back. By then my household had already opened most of the items. I looked online for Safeway's return policy, but discovered that they don't disclose it. When I went to return the items I was told I cant return open products, this is a reasonable policy, but I wish there was a way I could have known that before.
Business Response
Date: 09/09/2023
Greetings Ryder *********:

We are sorry you've had numerous issues with the online coupons not coming off at checkout and that you couldn't return purchased items due to them already being opened, as you were unaware of store policy. So we can look into this and best address the situation, please confirm your preferred shopping location and the phone number you use at checkout.

Thank you for shopping with us.

*************;
Customer Support Center
Case ID: ********
Customer Answer
Date: 09/11/2023
*******************************************************

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

**********
Customer Answer
Date: 09/11/2023

Complaint: 20578463

I am rejecting this response because they only asked for information. I shop at the Safeway at *******************************************************

and ***********************************************. I use the phone number **********.

Sincerely,

Ryder *********
Business Response
Date: 09/24/2023
Greetings Ryder *********:

Thank you for providing us with that information. After reviewing your account, we do not see a transaction like the one you described. So, the number may have been keyed in wrong at checkout, and this would account for your offers not redeeming, as we do not see any issues with your account.

If you could please provide us with a photo of the receipt, we would be happy to look for it in our system and see what we can do. Otherwise, we can put you in touch with Store Leadership regarding this. Please note we cannot issue a refund; only the store can offer that.

Thank you,

Jennifer
Customer Support Center
Case ID: ********
Initial Complaint
Date:09/07/2023
Type:Billing 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 September 5th, I experienced an issue with Safeway's software, where my account was suspended after using one of their official coupons. Despite my attempts to contact Safeway and prove my authenticity as a genuine customer, my account remained deactivated. Two days ago, I called their customer service, and they promised to respond within 40 hours, but they failed to do so. Today, on September 7th, when I contacted them again, they informed me that they were unable to provide a solution, leaving me with no recourse but to wait. Therefore, my request is for Safeway to promptly reinstate my account and compensate me for the losses I have incurred due to their erroneous actions.Here is my account number: ************
Business Response
Date: 09/12/2023
Greetings *********************:

We have investigated this incident thoroughly and found that the coupon code you used on your orders had an error that prompted many order cancellations. This issue has since been resolved, and your account is now active. We apologize for any inconvenience this may have caused you.

If you have any other questions or concerns, please do not hesitate to reply here or call our *********************** at ************.

Thank you for shopping with us,

********
Customer Support Team
********
Customer Answer
Date: 09/13/2023

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:09/06/2023
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 pay for a monthly subscription through Safeway to have items either delivered to my home or for me to be able to drive up and pick up my grocery items. I ordered my items to be delivered yesterday 9/5/2023 I received a partial delivery. Many of my items were missing. I immediately and promptly within 10 minutes of receiving email notification of my order being delivered called them to let them know I was missing items. I was placed on hold for quite some time finally got to a purported night manager who hung up on me saying they could not help me. I called today which is September 6th and the first person I talked to said their system was down. I asked to speak to the supervisor supervisor said the initial person was wrong but instead of needing a call back in 3 hours it was only one to two hours and could not offer any further help. I then waited until 5:30 p.m. which is more than 3 hours from when I called them this morning to get to a manager who initially said she could have my items redelivered to me for all of the items that were missing however she wanted to have 24 hours to redeliver I said that was not acceptable as I had already waited 24 hours for my delivery. She then told me that she could refund but she would only do a partial refund and would not attempt to call or comment to the store to see if they could have it actually come to me tonight. As far as I'm concerned either the person they hired to deliver my items stole a substantial portion almost 80% or the store stole them and wants to charge me again or make me wait even longer to get the groceries that I have already paid for and it has come out of my account. I want to make sure that they cannot continue to do this practice to anyone as it seems when I spoke with her on the phone the manager that is that this is not the first complaint they got today. If they're doing this to me how many other people are they doing this to.
Business Response
Date: 09/12/2023
Greetings,
We have addressed the situation with the customer and are taking corrective action to ensure this does not happen again. The customer has been given her entire order, issued a refund for it, and was given a $50 COA to make up for this inconvenience.
If you have any other questions or concerns, please don't hesitate to reply to this message or call our *********************** at ************.
Thank you,
********
06480807
Initial Complaint
Date:09/05/2023
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.
I won $10 off $10 of produce and a $15 off $15 of meat from Safeway in their Flavor Adventure game. When I shopped to redeem them and other prizes I had won on 8-31-23, the last day the prizes were good until, the register used my customer service credit before applying my expiring $10 off produce and $15 off meat so I lost them, they expired. I had $10 of produce and $15 off meat in my order and it didn't apply the expiring coupons so I lost out on $25 of wins and Safeway has failed to put that money back in my account as a customer service credit despite 3 chats where their customer service agents said it would be put in w/in 24 hours, then 30 minutes then 24 hours. I even went back to the store to try to use the $25 I was repeatedly told was put in my account as a credit and when I got the register, it was not there causing me a great deal of frustration and embarrassment. I won the $10 off produce and $15 off meat and it should have come off my items BEFORE using any customer service credit that was on my account and it did not. I am owed that $25 as well as credit for my time to contact them about this issue FOUR Times now and the time and embarrassment they caused me by telling me the credit was on there and me going to the store to use it and it not being on there...and is still not on there!
Business Response
Date: 09/06/2023
Hello
Thank you for reaching out. We have submitted Ticket INC10006853 with our IT teams to see where and how those applied if so or not. We will let you know as soon as we hear back from the team. Thank you for your time and we hope to have a resolution soon.
*****************
Customer Support Center
Customer Answer
Date: 09/06/2023

Complaint: 20556721

I am rejecting this response because:
As noted in the original complaint, I have contacted Safeway FOUR times about this issue and was promised on THREE occasions that the $25 would be put on my account as a courtesy credit and it is still NOT there. I won that money and their system did not apply it to my groceries even though I met all the criteria. I am won that money and was told it would be put on my account when their system didn't apply it to my groceries as it should have and it is still not there. Nothing short of that money being put on my account in addition to consideration for my time and frustration for having to AGAIN chase down these funds is acceptable!

Sincerely,

*****************
Business Response
Date: 09/18/2023
Greetings *****************:

We have viewed your loyalty account and what you won playing Flavor Adventure and found that you have already received credit for these offers, and we will not be providing you with any additional credit.

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

Thank you,

*************;
Customer Support Team
Case ID: ********
Customer Answer
Date: 09/18/2023

Complaint: 20556721

I am rejecting this response because:
I have not been given the $10 off $10 produce nor the $15 off $15 meat. I have given you screenshots proving that they were still on my account on the day they expired AFTER my shopping trip that morning (8-31-23) and the receipt clearly shows they were not applied. Safeway did not honor my sweepstakes prizes and I have given you proof of this!
I will be reporting Safeway to the Attorney General of ****** and the FTC. I will also be plastering this all over social media because it is CLEAR you did not honor my sweepstakes prizes.

Sincerely,

*****************
Customer Answer
Date: 09/18/2023
I would like to request PROOF from Safeway that the $10 off $10 produce and the $15 off $15 meat was applied. They have NOT provided any proof when I have submitted screenshots and they have access to the receipt on my account showing those particular wins were NOT applied to my purchase on the morning of 8-31-23 and in fact remained on my account and expired as UNUSED on 9-1-23 as shown by the screenshots. They have not provided ANY proof and I have.
Business Response
Date: 09/27/2023
Greetings *****************:

We can confirm that these two offers were not applied to your transaction on 8/31 because they were not clipped to your account at the time of purchase.

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

Thank you,

********
Customer Support Team
Case ID: ********
Customer Answer
Date: 09/28/2023

Complaint: 20556721

I am rejecting this response because: Once again, SAFEWAY IS WRONG. The screenshots that I attached to my original complaint are screenshots of MY LIST WHICH ARE ALL CLIPPED COUPONS! These coupons/winnings WERE clipped and in MY LIST WHICH IS ALL CLIPPED COUPONS and should have come off my order! You can CLEARLY see that the screenshots are screenshots of MY LIST as shown on a computer screen! The winnings WERE clipped, ARE STILL owed and should have come off my grocery order but did not and this is WRONG AND OUTRAGEOUS that Safeway is refusing to *********** owed sweepstakes winnings!

Sincerely,

*****************
Business Response
Date: 10/02/2023
Greetings BBB:

We are asking that you please close this case. We have spoken with ************** several times regarding our Flavor Adventure game, which ran from June 7th to August 1st. During this time, he received $10 and $15 credits totaling $70; year to date, he has received $130.

************** has received credit for the offers in question in the form of a **************** Credit, which, by his omission(and verified on the receipt), was redeemed at checkout on 8/31. We do not feel we owe him any additional credit.

Thank you,

********
Customer Support Team
********
Customer Answer
Date: 10/16/2023

Complaint: 20556721

I am rejecting this response because: The courtesy credits that were given were given because of your game's failure to issue the prizes when they were won. If you READ the chat transcripts, which I have copies of, the courtesy credits that were given were ALL for prizes Safeway's subpar game programming didn't fulfill when the game was still going on and were supposed to be given/awarded EACH TIME the Lands in the game were completed. The Official Rules stated such CLEARLY and yet your Game didn't award them at the completion of the Lands, thus the customer service credits. Each time I completed the Lands, I was supposed to get to choose a prize. Your system stopped giving me that option so I contacted your customer service and they manually gave the credits. That does NOT negate or nullify the $15 and $10 off win that was clipped on my account and NOT APPLIED. That and all the other customer service credits were WON and I have SCREENSHOTS OF ALL OF THEM AND EVERY COMPLETION OF THE ***** AS WELL.
YOU ARE NOT ABIDING BY YOUR OWN OFFICIAL RULES AND SAFEWAY OWES THE $!5 off $15 meat and the $10 off $10 produce and I'm reporting this to the **** ATTORNEY GENERAL and PLASTERING THIS ON SOCIAL MEDIA THAT SAFEWAY DOESN"T ABIDE BY THEIR OWN SWEEPSTAKES OFFICIAL RULES and CHEATS THEIR CUSTOMERS. MANY others have had this same complaint with your sweepstakes. Your rules say one thing and then you CHEAT customers and don't give them the prizes they won in accordance with your own official sweepstakes rules.

Sincerely,

*****************
Initial Complaint
Date:08/29/2023
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.
Various including today 8/29/2023 Safeway constantly advertises great deals on meat department items, and never has them in stock. There are no rain checks offers. In this case, signature select spare ribs. I went to several stores in different days and none were available. I believe this is a form of false or deceptive advertising to lure customers to the store. If not intentionally, then the ordering and advertising departments are grossly mismanaged.
Business Response
Date: 08/31/2023
Hello *******

Thank you for reaching out to us regarding our Sale and BOGO Ribs stock. We are happy to get you in direct contact with the Store Director. Please let us know the location you wish to communicate and we will get that to them right away. We hope to have a resolution for you soon.

Thank you

*****************.
Customer Support
Customer Answer
Date: 08/31/2023

Complaint: 20539648

I am rejecting this response because:
I want to talk to someone in corporate about this chain-wide issue of advertising special meat department deals and not having adequate product available

Sincerely,

***************************
Business Response
Date: 09/12/2023
Greetings ***************************:

We are sorry to hear you have not been able to take advantage of some of our meat sales at your local Safeway Stores. Please note that our sale items, unless otherwise noted, are while supplies last. You can find this outlined in our weekly ad or below.

"Unless otherwise noted, offers in this ad are in effect at 7 am, thru midnight at your local Safeway stores. LIMIT ONE COUPON PER ITEM PER DAY PER HOUSEHOLD. Prices and savings vary among store locations. Not all items or varieties available in all store locations. Quantities limited to inventory on hand and subject to availability. Sales in retail quantities only, and we reserve the right to limit quantities sold to per customer. While supplies last. Unless otherwise noted, transactional limits may apply. On Buy One, Get One Free (BOGO) offers, customer must purchase the first item to receive the second item free. BOGO offers are not price sales. If only a single item is purchased, the regular price applies. Manufacturers coupons may only be used on purchased items, not on free items. All rebate offers are subject to applicable manufacturers additional terms. Customer pays for applicable taxes, bottle/can deposit and bag fees, if any, on purchased and free items. We reserve the right to modify or cancel offers and/or correct typographical, pictorial and other pricing errors. Prices for products ordered online generally are higher than in our physical store locations and may vary by fulfillment method chosen. Online promotions, discounts and offers may differ from those in our physical store locations. Offers are void or restricted where prohibited or limited by law and have no cash value. No cash back will be given."

If you have any other questions or concerns, please do not hesitate to reply here or call our *********************** at ************.

Thank you for shopping with us,

********
Customer Support Team
********
Customer Answer
Date: 09/14/2023

Complaint: 20539648

I am rejecting this response because:
my complaint is that I believe Safeway is placing meat product on ad and not ordering enough product to support the ad. Whether intentionally, or a result of supply issues, it is a chronic problem and smells of bait and switch tactics.
Another class action ? Hiding behind no rain check policies supports the notion that the chain is lacking goodwill towards the consumer.

Sincerely,

***************************
Initial Complaint
Date:08/29/2023
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.
Safeway advertises ************ with Exxon for my region. All of the Exxon's I've visited in **************************** no longer allow you to enter using the keypad, a phone or account number. You can only use the magnetic strip on the card - recent change. My magnetic strip no longer works. Safeway no longer distributes physical cards. Thus, ************ are not accessible. Have been working with Safeway to resolve issue for months. I call a couple times a month for an update and have never received one. Today, when I asked which corporate division was responsible for the program, so that I could write them, I was disconnected. Twice. Basically, it seems they're advertising a benefit that can't be redeemed
Business Response
Date: 08/31/2023
Hello ******,

We thank you for reaching out. We have investigated the matter and cannot locate any earned rewards in the last 2 months. Our program is designed for every dollar spent on qualifying products, you will earn ONE Point toward ONE Reward. Once you reach 100 POINTS, you can them redeem ONE Fuel Reward at the pump. Currently since June 3rd, your eligible spend was $53.00. That is 53 Points toward 1 Reward. You still would have needed 47 more points to equal one Reward.
At the end of each month those POINTS will expire if not converted to one Reward by reaching 100 points. Our records indicate your phone # for your last transaction was July 19, 2023. If you have changed your phone # or email recently , please let us know what that is and we can assist in updating your account. Your phone # can be used at the pump at all Safeway Fuel stations and at our Partner Stations as well. Please let us know too, what station you visited and whom you spoke with so we can educate and Coach the station attendants. If you have further questions, please let us know, provide further details and documents, and we are happy to help.

Thank you

*****************
Customer Support Center

Customer Answer
Date: 09/06/2023

Complaint: 20538867

I am rejecting this response because:
It doesn't address the heart of issue, which is not being able to access an account at the pump without a physical card with a magnetic strip. Safeway no longer issues physical cards which I've confirmed with several stores and corporate Safeway. The alternate method to access the account has been removed from the pump. Even if I had 100 "rewards", it's useless since I can't access the account - the physical card no longer works [I've had this account for well over 10 years], Safeway won't issue a new physical card and the alternate access method at the pump has been removed.
I've tried to resolve this as an individual for several months and with several Safeway help requests to no avail. On two occasions, corporate Safeway help desk individuals hung-up on me when I requested to know which corporate department was responsible for the program, so that I could write them a physical letter about this issue.
I've had issues accessing my account at the pump for nearly a year prior to this. I chalked it up to not using my rewards in time, but now I'm wondering if there's been an issue since then and I've lost money at the pump because I was unable to access my rewards.
Sincerely,

***************************
Business Response
Date: 09/15/2023
Good Afternoon
Please provide us the address/location of the stations you have visited and we can confirm and see why they don't allow. Our program is designed to use your phone # at the pump so we would need to speak to them directly. We await your reply
Christy V
Customer Support Center
Customer Answer
Date: 09/24/2023

Complaint: 20538867

I am rejecting this response because: I've been waiting months for the Giant Regional reps to respond to an trouble ticket.
These are some of the locations that have pumps that only accept a swipe card:
- *******************************************************************************
- *************************************************************************
- ********************************************************************
- *********************************************************** 20121
- *************************************************************************************
- ************************************************************************
- ***************************************************************
- ********************************************************************************************
- ******************************************

Sincerely,

***************************
Business Response
Date: 10/01/2023
To Whom It May ****************** are writing you today to ask that you please close this case. ****************** has reached out numerous times regarding this. We have escalated this to our IT teams and contacted the fuel partner stations directly, with the same result. They all have keypads or touchscreens, and the prompts are available as they should be. We have also escalated this to our supervisors to explain the same.

Furthermore, after viewing ********************** loyalty account, he does not and has not had enough points to receive any ************. We have explained that here and when he reaches out directly as well.

There is nothing more for us to do here. Please consider resolving this.

Thank you,

*************;
Customer Support Team
********
Customer Answer
Date: 10/28/2023
I was unable to respond by the 23rd when the BBB letter wasn't received until the 25th. By the way, why is my complaint being handled from *****, ** when I live in ********?

Back to the matter at hand. The matter is most certainly not fixed. I have attached a picture from the pump at my local ********, ** Exxon [*************************************************************************]. As you can see, there is no place to manually enter account information.

Furthermore, the fact that Safeway keeps bringing up the points in the account shows that they don't understand the crux of the issue. Since the pump only accepts a rewards card and Safeway no longer issues them, it's impossible for the station to even check the rewards status. At first, I considered this a delaying tactic or a way of waving off my issue, but now, it feels to me, that they're trying to get out of fixing the situation by blaming me, like I'm doing something incorrectly.

Once again, it doesn't matter how many points I have if the pump can't access my account. At least, in the past, when I could manually enter my account information, if I'd let my points expire, the pump would say that I have "0" cents [the equivilent of no rewards] to use. Now there's no way to even try.

I currently have over 100 points, thus I'm *********** a reward, but I can't redeem it. What's Safeway going to do about it?
Business Response
Date: 11/16/2023
To Whom It May *********** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">
This Complaint ID ******** has since been resolved on 10/23/23, after we had provided additional details on 10/1/23.

Our IT teams and the fuel partner stations have confirmed they all have keypads or touchscreens, and the prompts available as they should be. There is nothing more for us to do here.

Thank you,

Aryssa P
Customer Support Center
Business Response
Date: 11/27/2023
Greetings ***************************:

We are sorry to hear that you are still experiencing this issue, and we sincerely apologize for any inconvenience this has caused you. We have escalated this to our team and are waiting to hear back. Once we receive a follow-up, we will contact you with the findings and hopefully a resolution.

In the meantime, it may be possible for the station attendant to key in your phone number for the rewards. If not, and your rewards expire, please let us know, and we will add them back to your account for the next time.

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

Thank you,

*************;
Customer Support Team
********
Initial Complaint
Date:08/27/2023
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.
On 08/25/23 I rented a RugDoctor Steam Cleaning Machine from the Safeway Grocery Store on ************** in ************* which is STORE 739. I went to the customer service desk & was helped by ***. I explained what I needed which was cleaning childs urine from my new sofa. She asked me no questions nor offered anything I might need. She went & got a *********** asked about soap as I saw a shelf with lots of colorful bottles & looked like I might need to complete my job. I was shocked how expensive my total was for only 24 hours time to use which was $85.79! much more expensive than Lowes sold out Bissell rentals! I wheeled ***************** onto the bus to go home. I ended up in the ** that night from getting food poisoning from a bad apple juice i bought from Safeway 2 days before & was unable to get out of bed all night. I woke weak but forced myself to work on sofa. I had only few hours left & I couldnt afford to pay another $60. I put the machine together & realized there was no hose attachment to clean the ******** could not roll the machine over my sofa. I had never encountered this problem before & I was not offered or informed that I would need extras or different machine options were available. I said what I was doing and I was given a machine. At 2pm on the 26th I called the safeway to ask questions but the phone just kept ringing & ringing & nobody answered my call & gave up after 15 minutes of ringing & repeated computer voice telling **** transfer options, Unacceptable! I got the machine that I NEV** USED back on the bus while enduring stomach pain and got the machine returned before my 24 hour time passed. *** took my return & I explained my illness, my problems I encountered and that I never used the machine because there was no hose attachment. She said oh we have hose attachments for $15! My mouth dropped open & my stomach flared in pain. I asked for a refund or anything to make this right & she said No. I spent $40 to learn where not to shop.
Business Response
Date: 08/28/2023
Greetings S *******************:

Thank you for taking the time to share your experience with us. We are sorry that you were not given the necessary information at the time of purchase regarding attachments for the ******************* rendering it unusable for your needs, and we sincerely apologize for any inconvenience this may have caused you.

We have shared your experience with our management team at your local Mission Street Safeway, and they will follow up with you at the email address provided to discuss this further. If you would prefer we make contact by phone, please share your best contact number, as it appears to be missing one digit, and we will add it to our correspondence.

We also encourage you to return to the store to fill out an incident report regarding the food poisoning you experienced from the apple juice.

If you have any other concerns, please don't hesitate to reply here or call our *********************** at ************ so we can further assist you.

Thank you,

********************
Customer Support Team
Customer Answer
Date: 08/29/2023

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.
Im very impressed please ensure they have my complete phone number
************
Sincerely,

S *******************
Initial Complaint
Date:08/26/2023
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.
Hello, I have been a loyal Safeway customer for over 5 years. During which time I have spent well over $60,000 as I routinely spend $1200-$1500 per month shopping with Safeway. This can be easily verified using my account information as I am signed up for their rewards program. Recently, I was unable to sign in to my account and upon calling customer services was advised to open a new account. I did that and upon placing a pick up order, the order was "cancelled per my request", though I did not cancel it. When I again called customer service to find out what was going on, I was eventually transferred to a representative who informed me that is was "blacklisted" from the system because I had over $2000 in refunds. He said they believed some of those refund requests were not valid and I would not be able to place any pickup or delivery orders.I was taken aback and asked the representative why no one reached out to me before making this decision. He had no answer He also refused to provide his name or a supervisor I could speak with. He claimed he had no supervisor and that there was no one else I could speak with on this matter and the decision was final.Every refund I request was valid and without any proof or so much as a phone call or email explaining what was going on I get black listed from their system! I ***** never been so humiliated and feel that this is a potential lawsuit. I would like Safeway to provide proof of their investigation, if there was one, claiming my refund requests were unwarranted. Why was I not contacted prior to a nameless representative making an arbitrary decision on my ability order food?I feel this is discrimination and fraud on behalf of Safeway and the ********************** because they will not honor their refund policy when an error is made on their part. Shameful!With disgust, ********************* (Safeway club card #***********
Business Response
Date: 08/30/2023
To Whom It May ******************** style="font-size: 0.875rem;">Safeway monitors customer accounts for multiple purposes, including reviewing accounts to determine if a person has an abnormally high number of product refunds. Mr. ****** account was flagged because he has demanded greater than $2,500 in returns in a short time. The total dollar amount of ******** as well as the percentage of products that were refunded, is abnormally high in comparison to the average Safeway customer. Furthermore, many of Mr. ****** orders were verified orders where the store examined every individual product to ensure all produce was fresh, all products are within the sell-by date, and that the packages were in good condition. Despite this, many products were still requested for refunded. The cost of returns represents a significant burden on Safeway because many products cannot be returned to the shelf or cannot be returned to the manufacturer for credit.

All orders are subject to the ************************* terms and conditions (Safeway is a subsidiary of Albertsons), which include a provision stating the following:

9. We May ********* ******************* reserve the right to suspend or terminate your Account at any time, with or without notice to you. You may terminate your Account at any time by notifying ******* in accordance with Section 27 of these ****** ******* reserves the right to collect, and you shall be liable for payment of, any fees and charges incurred before your Account is terminated.

************** agreed to these terms when he opened his Safeway 4 U account as well as when he placed orders for delivery or Drive Up and Go. Given the financial losses caused by Mr.****** ******** Safeway exercised its rights under the Terms & Conditions and elected to terminate his account.

Thank you,
********************
Customer Support Team
Customer Answer
Date: 08/30/2023

Complaint: 20526892

I am rejecting this response because: There was no notification that I was refunded for any items that were actually not expired or missing and furthermore no investigation was made. This was a arbitrary financial decision since I exacting my rights as a consumer. This is fraud on behalf of the *********************** In addition the refunds were "not in a short period", in which the responder did not even mention the time frame. These refunds were over the course of 5 years!

Sincerely,

*********************
Business Response
Date: 09/12/2023
Greetings *********************:
As stated in Albertsons initial response, the company reserves the right to terminate an account with or without notice. *********** has elected to terminate this account pursuant to the terms ************** agreed to when the account was created.

Thank you,
*************;
Customer Support Team
Customer Answer
Date: 09/14/2023

Complaint: 20526892

I am rejecting this response because: I have not been able to speak with a manager regarding this issue, received no notification that my account was in bad standing or that there was any issue and my account was arbitrarily terminated without my ability to provide any counter evidence. I will need to speak with someone at ************************************* to review this decision. Please provide the name, email address and phone number of the appropriate contact at the corporate office.

Sincerely,

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

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