Business Profile

Grocery Store

Safeway

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

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:08/17/2023
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.
Refilled two 5 gallon waters inside the store. While my wife was refilling the waters at the glacier water station, I went to customer service to pay for both 5 gallons of water. **** helped me as he was wonderful. He had a bright smile on and his service was phenomenal. Safeway is lucky to have him. He needed assistance on how to charge me to make sure he was charging me correctly. He asked store leader or *********************************. She was super rude with him, but also to me. She yelled at me in front of everyone. She was trying to clarify what refills yet I didnt not know Safeway has two refills stations at different prices. At the same time i thought she may been asking if I owned the bottles or they were Primo water as different grocery store clarifies this with me. The way she asked me was she had a really bad tone, loud as if she was yelling at me. I asked why she had that tone with me as I didnt appreciate it. She said she just wanted to clarify and walked away. I really didnt appreciate how she treated me and Safeways own associate as it should be a work place to help each other in a positive way. I feel like **** would be a better leader than her in my opinion as he treated me how anyone would love to be treated.
Business Response
Date: 08/26/2023
Hello and Good day,
We appreciate you bringing this to our attention. At Safeway, our values include putting people first and being customer driven, so we take these matters seriously. Our district manager has looked into the complaint and further coached our front-end associates in customer service.

*****************
Customer Support Center
Initial Complaint
Date:08/15/2023
Type:Service or Repair 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.
Date 8/15/23, paid $40 on top of the monthly fee for the paid delivery service subscription. Driver came to the door, and when I did not answer, they just left with my order. I stated no contact in the special instructions. They did not **** the order as delivered, nor did they deliver later, and just kept it in a pending status. So I contacted customer service. This is the most atrocious service I have ever received. Flat out just ignored me until the chat ended. So I tried again to enter chat. Did the same exact thing. Did not provide a refund, and the order was still not delivered. Literally stole our money. See the screenshots for more information. Absolutely terrible experience.
Customer Answer
Date: 08/16/2023
My order was delivered two hours late, after I was already asleep, and although this was one kind of solution, I sincerely hope that Safeway not only strives - but succeeds in improving the quality of their services, particularly in the area of their customer service. I want to make it clear that some of us rely on services such as grocery delivery, as in my case, I am disabled and cannot leave the house to physically do the shopping. The outright disrespect and dismissal of the customer service agent has left a bad taste and if I had other options available, I would never use safeway for delivery again. I have experienced too many issues surrounding this particular store and the online service provided, and I beg that safeway's leadership teams address these issues and that they are taken seriously.
Business Response
Date: 08/17/2023
Greetings ***********************:

We are very sorry to hear that you were not able to receive your grocery delivery order on 08/15/2023, and that you did not receive adequate service from our Customer Support team when you chatted with us.

Since your grocery order was not received, we have asked our store team to process a refund for the full amount of the order, $42.54. Please allow three to five business days for the refund to reach your debit/credit card. If you would still like to receive your order, we ask that you please re-place the order online through our website or mobile app.

Additionally, we sincerely apologize for your unsatisfactory experience with our **************** Representatives. We have forwarded your comments and concerns to the Grocery Delivery Manager that oversees your store. This incident will be reviewed, and the appropriate action will be taken. We hope you will give us a chance to restore your confidence in Safeway grocery delivery.

If you are still experiencing issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/17/2023

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:08/15/2023
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 placed order #******** Sunday 07/23/2023. I even paid to get this express delivery, as I was in a rush. One hour later-nothing arrived and it still never showed "on the way." I reached out via chat and there was nothing they could do to assist but ask the driver or store to reach out to me, at some point-but they could not verify when, if ever, anyone would reach out. Of course, no one did. At this point I did not want to leave to go to another grocery store, in fear of this order being delivered and having double product. Another hour goes by and I contact the store. They believe the driver took my order and never delivered it. He assured me the manager would credit my account for the amount the following day. Three weeks later-I still have not received my credit. I understand this takes a couple days but come on. It shouldn't if this was credited in the day, for the day, as it should have been. Then I have spent hours trying to reconcile this, with chat, the store, customer service, etc. I have cancelled my fresh pass and I would like a refund for my past fresh pass payment, as it was only used for that order and I am not paying for something I cannot rely on.I reached out via email-they have said they processed a credit, 19 days later and I have still not received anything. I cannot get anyone to answer me.
Business Response
Date: 08/17/2023
Greetings *********************************:

Please accept our sincere apologies that you did not receive your grocery delivery order on 07/23/2023 as scheduled. Our records show that a refund in the amount of the full order, $103.00, was successfully refunded on our end on 08/11/2023. Once processed, a refund should reach your debit/credit card within three to five business days. Please check your credit card statement for the refund. When checking your credit card statement, please take into consideration your statement cycle cut date and allow for extra time if required. We have also emailed a copy of the refund receipt to the email address on your account for your records.

We truly appreciate your patience in this matter and have notified our Online Shopping Director, so this issue is not repeated.

Additionally, we see that your FreshPass subscription was successfully cancelled as of 08/02/2023, and no additional charge for the subscription has been made.

If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/18/2023

Complaint: 20457558

I am rejecting this response because:

"Additionally, we see that your FreshPass subscription was successfully cancelled as of 08/02/2023, and no additional charge for the subscription has been made."
WHY would an additional charge be made? I want to be refunded for the month of July, in which you were not only NOT able to deliver what I paid for, but took approximately a month to refund me.

Sincerely,

*********************************
Business Response
Date: 08/31/2023
Greetings *********************************:

Unfortunately, per the terms of use for FreshPass, since you placed orders within the subscription period, we are unable to refund you for July. However, your subscription was canceled on 08/02/2023, and there have been no additional charges.

If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

Thank you,

******************
Customer Support Team
Initial Complaint
Date:08/15/2023
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 08/05/2023, I use my Safeway app that gave me a $10.00 discount toward a min. $50.00 purchase.I checked myself out at the self-check out station and noticed that I did not receive the $10.00 discount even though the amount was in excess of $50.00. I called over the attendant of this line and showed her the issue. She looked at my purchases and said that the yogurt and Almond Milk were exclude because they were Dairy, in which they were noted in the fine print of this offer. The offer actually stated "liquid Dairy"! Even though I said that Almond Milk is not Dairy, which is stated on the product, she said there was nothing she could do. This is when I asked to see the Manager. He arrived and said the same thing, stating it was in the *********** so it is considered Dairy. I responded that is was a misleading adding, this being a case for fraudulent advertising. He did give my the discount but would not ever consider right from wrong! After going home I called the phone number on the bottom of my receipt, which was suggested to me by another employee in the store, and made a complaint. ref #******** was taken and a few days later the Store Manager did call as he was instructed by Safeway Corp to say how sorry he was for this issue. On questioning him, he did say the the company was right and Almond Milk is a Dairy product just because it in the *********** and nothing would change!What is so wrong about this is most people blindly follow this, never check their receipt or are to afraid to speak up. This Company is tricking people to come into their store and blindly follow their will for profit.Thank you for listening,*************************
Business Response
Date: 08/26/2023
Hello ***
Thank you for bringing this matter to our attention. We have investigated Ms. ******** complaint and have determined that, going forward, plant-based products like the almond milk that ****************** purchased can be excluded from the dairy category for purposes of our promotion exclusions. We are taking measures to update the categorization of these products in our systems. If we choose in the future to exclude these types of products from our offers, we will list them separately in the offer terms. We understand that the store manager did apply the discount to Ms. ******** order and that she also received a follow-up phone call to further understand her concern. We will also be reaching out to ****************** to offer a gift card to thank her for raising this issue. Safeway is committed to ensuring our customers receive excellent customer service and trusts that these actions fully address Ms. ******** concerns.  Please let us know if you have any questions or need additional information.
*******
Customer Support Center
********

Customer Answer
Date: 08/26/2023
I did receive a call from *********/Safeway Corp. yesterday, 08/25/23, stating that they will correct this matter but could not give me a date when this would happen. I asked the representative if she would contact me when this would happen and she agreed to do so.
Until I get a call or see a Discount coupon with their promise this case is not closed to me.
Thank you for the great work you do,
*************************
Customer Answer
Date: 08/30/2023
As of today 8/30/2023 I have not heard back from Safeway Corp. as to their not allowing Almond Milk to be allowed for a discount.
It was their promise to me that they would notify me as to the change.
Thank you,
*************************
Business Response
Date: 09/05/2023
Good Morning
Thank you for forwarding the follow-up communication from ******************* On [date], we connected with ****************** to let her know that this change was completed on August 25, 2023.
*****************
Customer Support Center

Customer Answer
Date: 09/06/2023

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:08/15/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This Safeway location has at most 5 carts for customer use, the rest having been stolen. There are no more hand held baskets available. I can barely get shopping for myself having no basket for the items I would like to purchase. Theft of items is in plain view, as there is little to no security to monitor it and other safety measures. The store is constantly out of items. It appears as if either remodeling was started but stalled and is now being left half finished. I would like to see the baskets restocked and security enforced.
Business Response
Date: 08/15/2023
Greetings ***,

We are sorry to hear about the lack of carts and security at one of our locations. So we can get this handled appropriately, can you please specify the store location you visited?

Thank you for reaching out,

********

Customer Support Team
Customer Answer
Date: 08/15/2023
The customer support person wanted to know which Safeway is my complaint regarding. It is regarding the Safeway at *******************************, next to the **************** station in **************.
Customer Answer
Date: 08/15/2023

Complaint: 20469584

The Safeway is at ************************************************************************* 20024.

Sincerely,

*****************
Business Response
Date: 08/23/2023
Greetings *****************,

We appreciate you sharing the store location with us. We have shared your concerns with our Store Director for review and asked that they follow up with you by phone or email as soon as possible to talk them through.

We hope these issues get resolved and your shopping experience improves exponentially. If there is anything more that we can help you with, please feel free to reply here.

Thank you,

********************
Customer Support Team
Initial Complaint
Date:08/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a $200 GrubHub gift card for my mother last December. It was impossible for her to redeem it, and when I contacted ******* customer support I was told it was a valid number but had no dollar value. I contacted Safeway and they said they would have to have the card number and a photo of the receipt. Since I had been told the card had no value, this didnt seem like an unreasonable request if it would get me a refund. They took an inordinately long time to get back to me, then said they didnt provide support for gift cards and I needed to contact GrubHub. While waiting for a response from them, I discovered that the $200 value had been assigned to the card and someone identified as ***** N had redeemed it while I was waiting for s reply. I asked if they could freeze it and refund the remaining value to me. After a very long wait they said problems after purchase werent their responsibility. I sent several follow-*** to Safeway on the support case and never got a reply. I consider Safeway to be responsible for this for the following reasons:1) The extremely long delay in assigning the $200 value to the card convinced me that a mistake had been made and the money charged to my credit card had never been assigned to the gift card.2) Because of this, I was forced to share the details of the purchase via email, which I wouldnt have done if I had thought the card was worth anything due to the risk that a hacker could have intercepted it.3) However, Im not convinced it wasnt an inside job. Why would a hacker try to redeem a worthless gift card unless he or she had a way of knowing it was no longer worthless? Either way, whether it was a hacker or an inside job, ** considering also opening a criminal investigation into the theft. If it was stolen by an unknown hacker, I still hold Safeway responsible for poor service on the original purchase and for requiring me to share the data, making it vulnerable.
Business Response
Date: 08/14/2023
Greetings *******************:

We are very sorry for the trouble your mother has had redeeming the $200.00 GrubHub gift card you purchased in December, but we are happy to assist you further. Please respond here with photos of the front and back of the gift card as well as a photo of your full receipt from the purchase so our teams may thoroughly research your gift card.

You are also welcome to contact our Gift Card support team at **************, directory prompt 4 if you have any other questions or concerns in the meantime. We look forward to hearing from you.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/18/2023
This feels like the same runaround got the first time. Im willing to send the information to Safeway because I have nothing left to lose, but I cant say its an acceptable resolution until I see what their response is this time. There isnt even an email address included, so Ill have to go back and look it up.
*******************
Customer Answer
Date: 09/11/2023
The attached photos are the ones I sent to Safeway ************* after Grubhub told me the card had no value. Someone going by the name "Yorke N" got the card number and redeemed it before Safeway replied.
Business Response
Date: 09/20/2023
Good morning,
Mandy from our *********************** has tried to reach out to the customer a couple of times to provide a ********************** Gift Card, for the inconvenience, but there was no answer and no response to the voicemail she left.
Please have the customer contact our Gift Card Team at: ************** option 4 and have them reference Case #*******. We look forward to hearing from you for a quick resolve.
Thank you.
Aryssa P
***********************
Customer Answer
Date: 09/22/2023

Complaint: 20464202

I am rejecting this response because: I received one voicemail on Tuesday. Since then Ive called back three times and left a voicemail each time. Nobody has replied. I dont feel like theyre making enough effort to contact me.

Sincerely,

*******************
Customer Answer
Date: 09/22/2023
I finally was able to get through to Safeway **************** on the fourth attempt. I accepted their resolution. Please disregard my earlier rejection.
Sincerely
*******************
Customer Answer
Date: 09/22/2023
I finally was able to get through to Safeway **************** on the fourth attempt. I accepted their resolution. Please disregard my earlier rejection.
Sincerely
*******************
Initial Complaint
Date:08/09/2023
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 placed an online order to be delivered to my house on 7/13. The order number is ********. I knew things were missing, but without going through the bags it was hard to know everything that was missing. Once I saw that 90 percent of the stuff was missing from my order I called the same day. I was told that I would get a refund in 5-7 days for $66.08. I never got a refund called again two weeks later, and was told that same thing. one week later still no refund. I kept calling the service number at least 7 times and was told to wait 24 hours that it would come. I called today 8/9 and was told that needed to transfer me to the store it came from. I talked to the store and was told it would never come because I should have known the things that were missing before the person left who sent it. I have no idea how I am supposed to know each thing that is missing before the person leaves my house who sent it, since they don't stand there and watch you go through the bags. I am out 66 dollars after being lied to for almost a month saying that my money would come, and now I am being told that it never will, and that the people who have told me that it will have no right to do so. This is theft, and poor service overall. They are gas lighting the consumer and stealing their money.
Business Response
Date: 08/14/2023
Greetings,

The following information has been provided to us by our Ecommerce ********************* team regarding customer *****************************:

Out of the past 8 orders they have received refunds on 4.

They then placed an order on 7/21/23 using the same name and email address but different club card and phone number. They then called in on 7/21/23 requesting refund for $55.16, claiming missing items.

As for order 7/13/23 in which they want a refund of $66.08 for 22 of the 28 items received. Driver ***** clearly remembers delivery to this customer, as he described the house.

On 8/9/23, when the customer called the store again, manager ****** discussed the fact the driver remembered delivering groceries as she came out of the house. The customer agreed she had met the driver outside but claimed to not look in the few bags she received.

Again, she is looking for a refund of 22 out of the 28 items charged for. When ****** asked her how she hadnt noticed she was supposedly missing or her groceries, the customer began yelling and cursing at ****** and hung up.

Please let us know if any additional information is needed.

Thank you,
***
Customer Support Center
Initial Complaint
Date:08/08/2023
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.
Date of transaction: July 26, 2023 Amount: $64.19 My order was canceled and confirmed by Safeway customer service online and **********************'s store manager at ***************************** I also was given a cancellation reference, however, when I called yesterday (Thursday, August 2, 2023) I was assured that the refund would be in my account since it takes seven days from the transaction date for the refund.I have written to Safeway and have not received a response.
Customer Answer
Date: 08/14/2023

BBB
Thank you for your assistance.
I reached out to the local Safeway store, and they processed the refund.
Again, thank you,
*************************
Initial Complaint
Date:08/07/2023
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.
On April 9, 2023, I purchased (2) $50.00 gift cards from this Safeway store. They were a birthday gift for my wife. She attempted to utilize both cards, one worked fine and the second card- $50.00 Lululemon, was damaged- when she pulled off the seal on the back of the card, it tore off the paper-including the card number and code. The card could not be used. I went into the store on April 26, ********************************************************************************************************************************************************** with a ***** service number to file my claim. I filed my claim on 4/26 with **** at the customer service center- ************** and received a claim #******. Per their request, I uploaded pictures of the front and back of the damaged card. I was told I would hear back soon; on May 3, 2023, I sent a follow up email to obtain a status, I was directed to a ***** #. I followed up again on June 24, 2023 via email and was again instructed to call the support center directly. I did call the Gift card customer support center at **************, option gift card **** and was told that it was still under review and I should here back soon. I called again in July, 30 days later and spoke with a representative and this time was told, it could take months; at this point, I stated I would reach out to BBB. His comments were, fine- have a nice day. This is going on 4 months, Safeway sold us a damaged card and will not take the time to make this right; your assistance is greatly appreciated. Thank you
Business Response
Date: 08/13/2023
Greetings ***********************:

We are very sorry that your wife was not able to use the Lululemon gift card you purchased and that you have not yet received a resolution for this issue. Please know that this is not the level of service we want to provide, and that we would like to get this resolved for you as promptly as we can. Our Gift Card support team will be reaching out to you as soon as possible to assist you with a resolution.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/13/2023

Complaint: 20417517

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:08/05/2023
Type:Service or Repair 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.
Date: 8/5/2023 Time: 10:48am Company: Safeway Store: **** - Dir *************** I bought a ************* CKN SALAD @ $7.99/lb. Then the lady weighted, and I saw that it was $8.99/lb. I mentioned it to her when she printed out the price label. She said someone needs to fix the scale!!!This isn't the first time it happened to me; I had bought other salads that was $6.99/lb and they CHEATED and weighted at $8.99 but I let it go in the past.THIS NEEDS TO BE STOPPED!!! Is my hard-earned money and with inflation. THIS NEEDS TO BE STOPPED!!!
Business Response
Date: 08/06/2023
Greetings ***************:

We hope this email finds you well, and we sincerely thank you for reaching out to notify us about this incident.

We certainly understand your frustration with this, and we know how important it is for our customers to have an efficient service and a pleasant shopping experience. Regarding your concern with the function of our store's scales and the actions of our employee, rest assured we always take these concerns seriously.

To make this right, we have thorough documentation of this incident and submitted it to the Store Director of your local store for review. We have asked our store's Management Team to reach out to you directly regarding your concern with ********'s scales for further assistance.

Your concern is important to us, and we do hope in time you will give us the chance to restore your confidence in our service. If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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