Grocery Store
SafewayThis 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.
- 226 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/26/2023
Type:Customer Service IssuesStatus: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 unable to access online pharmacy services, and my Safeway's pharmacy doesn't answer the phone (on average I am calling them about 15 times a day, just to be told they're not available). Every time I attempt to log in, I am redirected to sign up. I cannot sign up, as my phone number is already in use. This is because I already have a safeway pharmacy account. I have tried this on: chrome, firefox, safari, as well as the safeway for you app. I have tried it on my phone, my iPad, my laptop, and the library computer at two public libraries. My pharmacist has confirmed for me that it is not just me, no one is able to log into the account and they're "working on it." However, while they've been "working on it," there has been no alternate way to log in and access pharmacy records online. The only way I can do any pharmacy business is by going in person. I am requesting a solution - let me log into my pharmacy account. It appears the error is in the fact that it strongly redirects to 'sign up' no matter what browser you use. This has interrupted my medications already. Please just let me log in and stop redirecting me to sign up. I don't want to hear that I need to clear my cache again. I've done all that. I've really done every single troubleshooting step you can think of. **************** is nonresponsive on this issue, though I have been regularly emailing as I would like to have access to pharmacy services.Business Response
Date: 08/27/2023
Greetings *********************,
We are sorry to hear about the issues you have been experiencing when you try to log into the pharmacy portion of our website or mobile application. So we can get this looked into by the proper team, please provide us with the following information:
The Safeway pharmacy location you use, your DOB, rx number(s), and the mobile app and web browser versions you are attempting to log in from.
Thank you,
********************
Customer Support TeamInitial Complaint
Date:08/26/2023
Type:Customer Service IssuesStatus: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.
The Complainant is writing to request BBBs help in hopes of reaching a resolution. Great customer service is out of stock at ********************** (store # ***). Despite being a valuable customer, Complainant has been receiving horrible treatment from the grocer. On 6/6/23, Complainant presented a VALID raincheck to Miss ******, and, she blatantly refused to honor it. She still has the raincheck, but it has expired.. Sadly, Complainant could not rely on Miss ****** to apply fundamental principles of basic customer service etiquette that all customers deserve. On 8/15/23, *********** visited the store for her weekly shopping trip, and, attempted to purchase Haagen Daz ice cream, which was a must buy 2 sale. Since there were only 3 left, *********** asked ****** to give her the 3rd one at the sales price. He refused to accommodate her request and took the ice cream away from her. Clearly, his behavior does not provide assurance that he is passionate about providing the highest standards of customer service. On another occasion, *********** requested a raincheck and one of the associates told her to come back the following week on Tuesday when the sale ends. Complainant is an older adult with a disability and does not live in close proximity to the store. She takes Uber to visit the store. Safeway should be mindful that some policies are harmful to their customers, and, does not bring anything of value to the relationship, except anger and frustration. Notwithstanding, it is an inconvenience to visit the store, only to find that necessities are out of stock. Most reputable businesses who appreciate their customers want them to return, and, the best way to do that is to offer rain checks. While the customer is there, they will more than likely shop for additional groceries. It is a win-win situation. Complainant has tried to engage a supervisor named ****** about some of the problems she is encountering at the store. Sadly, he has displayed utter indifference to her concerns. As such, the Complainant decided not to solicit his help anymore. The kind of job performance described in this complaint should not be perpetuated as acceptable because it drives customers away. The goal should be to provide a great customer service experience every time. It earns a customers loyalty, increases job security for employees, and, leads to long term prosperity for businesses. Complainant requests contact from the business for the purpose of addressing these serious issues Thank you.Business Response
Date: 08/29/2023
Hello *********
Thank you for reaching out. We have submitted your comments to our District Leadership. He has asked that you please return to the store and speak with *****, ***** is aware of the issue and is happy to further assist. Have a great day and thank you for shopping with us.*********************;
Customer Support CenterInitial Complaint
Date:08/25/2023
Type:Product IssuesStatus: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 spend hundreds of dollars at this store on a monthly basis. I attempted to exchange a simple product but was then harassed by ***** an employee at the time. I would like an explanation and contact by this business.Business Response
Date: 08/26/2023
Hello Mo,
Could you please provide us with the date and approximate time and some more detail of this incident, along with the product in question and we are happy to get this to the proper Leadership.
We thank you for your time and we await your reply.*****************
Customer Support CenterBusiness Response
Date: 08/26/2023
Good Day
******, our store Director reached out to *************** and this issue has been satisfactorily resolved. Please let us know if any additional information is needed to close the case.
Thanks for your time
*****************
Customer Support CenterInitial Complaint
Date:08/25/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 21st I stopped at Safeway in ******* ** at *************************************************. I bought some groceries items as well as their hot chicken wings. Im on the old back home in ******************* and I started eating the wings. I bit into one and noticed the inside was raw. I immediately call the store and explain what happened. I was told the manager will reach out. I then call the corporate office and I made a complaint and I was told theres nothing they can do and that each store handles their own complaints. So the manager reached out a week later. Her name was ***** and she told me she would issue a gift card. I wait a week and I received nothing so I reached back out to the store and got the run around so I asked to be contacted by her manager. No call nor no gift card. I call corporate again and explain what the issue is about getting in touch with a manager. They say the same thing they cant assist and the would send a message out to the district manager. I never heard from anyone. I made several tickets with my complaint. Still nothing. Now in August I get a call from corporate saying they will issue the gift card of the same amount. At this point they need to increase the gift card amount due to the unprofessional behavior this entire company displayed! Totally unacceptable for customers who patronize their business. I patronize their business with my hard earned money and they are selling low quality items that are not fully cooked!Business Response
Date: 09/02/2023
Greetings *****************************:
Please accept our apology for the poor quality chicken wings and service you have received regarding this incident. We can assure you this is not the quality or standard of service we strive for.
We have shared this incident with our management team for review to avoid another incident like this and requested that they follow up with you directly to discuss this matter further.
If you have any other questions or concerns, please don't hesitate to reply here, and we'd be happy to assist.
Thank you for shopping with us.
*************;
Customer Support Center
Case ID: ********Initial Complaint
Date:08/24/2023
Type:Product IssuesStatus: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 order groceries from Safeway and their delivery guy did not deliver it to my apartment. I asked them to refund my money and they rejected the request.Business Response
Date: 09/02/2023
Greetings *********************:
We are sorry that your grocery order was not delivered and that you have not received a refund. We sincerely apologize for any inconvenience this may have caused you. Please respond with the email address, phone number, and the order number so we can investigate this incident further.
Thank you for shopping with us.
*************;
Customer Support Center
Case ID: ********Customer Answer
Date: 09/04/2023
Complaint: 20518139
I am rejecting this response because: because until today Safeway has not refunded my money. I have attached the order details and proof that the order was not delivered to my apartmentOrder no ******** / Aug. 23
Sincerely,
*********************Business Response
Date: 09/12/2023
Dear *********************,
Thank you for sharing your information with us. After carefully reviewing your order, we noticed that you were entitled to a refund, but it didn't go through on our end. We have reissued this in the amount of $62.06 on September 12, 2023. Please allow 3-5 business days for the amount to be credited to your original payment method. 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
********Initial Complaint
Date:08/24/2023
Type:Service or Repair IssuesStatus: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 is the second time that Ive received meat that was bad with hard dark parts. *** still not received a refund for the first one even though I was promised a refund weeks ago. I was also denied a refund for this second one. This is getting weird. It seems they give the grossest items to pick *** because we cant see it all with no contact. They are also substituting over priced selections when an item is sold out and charging me for the extra aswell. I cant trust Safeways pick up food even more now. What am I to do? Im disabled and rely on pick up but how can I trust it when I dont get a refund for something this gross unless I complain on BBB or in store.Business Response
Date: 09/03/2023
Greetings *****************************:
We are sorry to hear of the product quality issue you have experienced while using our ********************** and we sincerely apologize for the inconvenience. Please reply here and provide the items and order numbers so we can investigate this incident further.
Thank you,
*************;
Customer Support Team
********Customer Answer
Date: 09/04/2023
Complaint: 20517817
********,The meat in question is the same meat that you didnt refund from the last complaint and the second one was from my most recent order.
Sincerely,
*****************************Customer Answer
Date: 09/13/2023
********Business Response
Date: 09/15/2023
Hello
A refund has been issued on August 24, 2023 of $57.07 refunded to the credit card on file. Please check with your Financial Institution if you have not yet received that refund. Also, a $50.00 credit was applied to your account for the inconvenience.
Albertsons strives for ************************** with accurate pricing to best serve our guests. As part of Albertsons Satisfaction Guarantee program, customers are *********** request a refund on any product which does not meet their satisfaction for any reason.
In this situation, we were unable to provide the service that was expected. Store director, *****************************, has provided coaching to his employees on proper handling of customer service and refunds.Please respond with the order # and item in question for any further refund. We appreciate your time.
*****************
Customer Support CenterCustomer Answer
Date: 09/21/2023
Complaint: 20517817
I am rejecting this response because there wasnt a refund issued.
Sincerely,
*****************************Initial Complaint
Date:08/22/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a money order from Safeway at the end of June for $184.67. I tried depositing it at my bank, but they reversed the transaction and mailed it back. I was told it was invalid, probably because the employee at Safeway had written over the amount in pen. I went to ask for a refund or a replacement copy at Safeway, and was told that they dont do that. Western Union support also told me that Safeway was indeed responsible for fixing this that I should go back, and tell the Safeway employee to call them **** if they had any issues. The man who mainly works at the counter in the afternoons (he was the one working almost every time I went in) still refused, would not call **, and continued to treat me very badly, acting like I was crazy, talking badly about me in front of me, and even saying I cant deal with you and walking away, muttering about me under his breath. The supervisor also did the same thing, as if I was being unreasonable. All I did was ask questions, and was nothing but polite. They both just walked away from me while I was speaking (after cutting me off/speaking over me multiple times; it absolutely reeked of misogyny.) So I left. I was told to come in when their manager was in, and she did print me a new copy. I thought the issue was resolved, but when I took it to a check cashing place, they said it could not be verified, and to take it back to Safeway. I didthey again refused to help. I talked to their online support who said they talked to management and I would be given a refund. I went in, and it was too late in the day, but 2 others confirmed **** would refund me. But she refused after again being very rude & talking badly about me to the manager. They claim they no longer give money order refunds, and that there is nothing wrong with the one I have. Clearly thats not true. I cant cash this anywhere & I feel like Ive been scammed. I want my money back, an ******** ************** for the hardship and emotional distress caused.Business Response
Date: 08/23/2023
Greetings *****************************,
We are very sorry to hear about the problems you have been experiencing with the money order you purchased at one of our Safeway locations. So we can ensure this gets shared with the proper personnel, can you please confirm the store location for us?
Thank you,
********************
Customer Support TeamInitial Complaint
Date:08/19/2023
Type:Product IssuesStatus: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 Jun 14, 2023, I purchased a case of Budweiser beer from Vons with a $15 PayPal rebate clearly written on it, but never received it. I contacted Vons/Safeways, and the customer service confirmed that I should indeed have received it, and told me to wait a month. Now at the end of August, I have never received the $15 PayPal rebate and have contacted customer service again with no response.Please see the attached "Records of email exchanges with Safeway customer service.pdf" details.Sincerely,JunBusiness Response
Date: 08/21/2023
Greetings ***********:
We are very sorry that you have not received the rebate from the offer you clipped on your purchase from 06/14/2023, and that you did not receive further assistance from our Customer Support team. Please know that we would like to get this resolved with you as soon as possible. We have escalated your concerns to our IT team to review further and assist with your rebate. Once we have an update or resolution, we will be reaching out to you directly to let you know.
Please feel free to respond here if you have any other questions or concerns in the meantime.
Thank you for shopping with us.
***
Customer Support CenterCustomer Answer
Date: 08/28/2023
I just received acknowledgment message from Safeway, but not any related solution.
I'm still waiting for the resolution to be completed.Sincerely,
***********Business Response
Date: 08/29/2023
Hello,
Our I.T. Teams have cleared the previous email and resent the rebate to the customer via the email registered with us. We consider this case closed on our end and we thank you for your time.
*****************
Customer Support CenterCustomer Answer
Date: 08/29/2023
This case CANOT be closed because I have not received any rebates from Safeways/Vons.
Please keep this case open until I receive payment.
Sincerely,
Jun
Business Response
Date: 09/03/2023
Greetings ***********:
We are sorry you still haven't received the rebate you qualified for, and we apologize for the inconvenience.
We have manually applied an equivalent credit of $15 to your Albertsons for U account. The credit will not be visible on your account but will be redeemed upon checkout and shown on your receipt.
All the standard exclusions apply. Excludes Beer, Wine, Spirits, Fluid items in the refrigerated section (including Fluid Dairy and Dairy substitutes), tobacco, fuel, Gift Cards, and Gift Certificates.
Please let us know if you have any other questions or concerns.
Thank you,
********
Customer Support Team
********Initial Complaint
Date:08/18/2023
Type:Service or Repair IssuesStatus: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 trying to figure out whether or not my prescription is ready at your pharmacy at **************************************************************. However, I am getting not only a 404 error from your Safeway Pharmacy Rx iOS app, but also I cannot link my pharmacy information with my online account due to an error message reading We couldnt verify your information.This is now the second time I have had serious issues with this store location and Safeway in general. The first issue I had was when I tried to call in to verify my insurance information and the staff member was not only incredibly rude to me on the phone, but put in the information incorrectly as well. I invite you to read the ****** reviews for this store, as I am not the only one who is having issues with horribly rude pharmacy representatives at this store. It has even been posted on Nextdoor in the University Park neighborhood. I want to speak to a corporate representative about this matter because speaking to representatives at this store on the phone has not only gotten me nowhere, but now I am afraid to even call the store because of your staffs egregious rudeness.Business Response
Date: 08/22/2023
************************
Thank you for bringing this to our attention. For assistance with the Pharmacy RX Application please reach out to 1-800-SAFEWAY so that they can assist and create a ticket. Our IT team can look into these errors to ensure we offer a better experience online. If there are any specifics to whom you have had poor interactions with at the store,please let us know so that we can coach and train appropriately. We look forward to a speedy resolution.
*******
Customer Support Center06176149
Initial Complaint
Date:08/18/2023
Type:Service or Repair IssuesStatus: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 advertised a $25 gift card for new prescriptions with very little details. I went to pick up my prescription from Safeway on 8/8/23. There they informed me that I would need the app to get the promo. Nowhere was that listed but they also said I would need the app before I pick up the prescription. I had to make a Safeway members account and a ********************** account in the process that took me more then half an hr while already in the store. The pharmacist told me the process is now so complicated, she couldn't help me because she couldn't do it for herself if she had to. After jumping through all these hoops, I was denied the promo because I'm ineligibleause for being on government healthcare. That's a lie as I used the insurance provided by my employer. I escalated the problem multiple times and they now have came to the conclusion that I'm ineligible because I'm not on government healthcare. So apparently you're either ineligible for being on or not being on government healthcare which is 100% of the people. That makes the promotion a scam as you're either on or off government healthcare, both of which makes you ineligible. I've escalated this multiple times now and wasted hrs of my time. I was told a supervisor would reach out to me every time but none ever has. My newest case or claim ID ********Business Response
Date: 08/19/2023
Hello ****
Please confirm the store address you are referring to and we are happy to do some further investigation. We have 3 stores in ************* and 1 has no Pharmacy therefore we will need confirmation.
Thank you
*****************
Customer Support Center
********Customer Answer
Date: 08/19/2023
Store ****. The address is ********************************************************************. Store refused to help and made me reach out to Corp customer service. The transaction should already be tied to the claim/case ID ********, ID ********, and ID ********. As mentioned I've tried escalating this multiple times with Safeway. Each time the representative helping me says a supervisor will reach out to me but never does.Customer Answer
Date: 08/23/2023
Complaint: 20491627
I am rejecting this response because:
Sincerely,
************Business Response
Date: 09/06/2023
We have no further information
May we consider this closed?
*****************
Customer Support CenterCustomer Answer
Date: 09/07/2023
There has been no communication from Safeway or BBB since I provided the additional information.Business Response
Date: 09/07/2023
Thank you for reaching out to us and we apologize for the inconvenience. We have reached out to our Pharmacy Leadership teams and they have asked that the customer return to the ********************** and speak directly to ***** or Pinky. We would like to offer a $25.00 Gift Card and supply a stamp book so he can collect stamps to get to his 5th and receive his $50 dollar gift card.
If you have any questions or need further information, please let us know and we are happy to further assist.*****************
Customer Support Center
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