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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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:08/04/2023
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.
Incident on 7/5/23.Messaged Safeway/Albertsons via webform twice. No reply since. Message is below:"I have a very tight grocery budget, and I shop the deals and coupons mostly. Safeway in *********** *********** is not particularly cheap, but it's the most convenient. That said, today was the most recent time (of multiple incidents) of the pricing being incorrect. Most of the time, I "eat" the incorrect price, unless it's $10 or more. Today I didn't ignore it because it was $15 total between 3 items. When I brought it up to your store associates, I did not have a good experience.I was at Self Checkout (which, for the store, is a benefit, but not for me) and 3 things scanned incorrectly. Associate #1 was very nice and checked on the shelves for me. They told me incorrect information, but I let it slide and told them to just take it off my list instead. But instead of taking it off the list, it was "scanned in" a 2nd time. So not only did I have 0 items, I was going to pay 2 times for it. With some trepidation, the associate finally took the item off (2 times).The 2 other items were a "Must buy 2, ************ Promo. It was Ritz and Triscuits. I was told I couldn't mix brands, just types (2 ritzs or 2 triscuits qualify, but 1 each dont). It's all made by *********************** It should've scanned correctly. The pricing was the same and the products were right next to each other. I "mixed and matched" but still didn't get the correct pricing. I told Associate #2 that the labeling on the shelves was poorly done. I was told "Corporate" handles labeling. I wasn't offered anything, despite pointing out the Price Guarantee policy.There have been multiple cases where an item scanned incorrectly, or I didn't get the coupon price, and I've let it go. Over time it's probably $100 or more.It's not so much the price, but the attitude of the associates. Today was the last straw."
Business Response
Date: 08/06/2023
Greetings *********************:

We hope this message 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 unsatisfactory actions of our employee, rest assured we always take these concerns seriously.

Additionally, as you noted, because the items you purchased were scanned incorrectly, you are eligible to receive a gift card for the inconvenience at the discretion of the Store Director. Unfortunately, we are not able to provide this from the **************** center, and will have to be taken care of at the store level.

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 as soon as possible to assist you further with your purchase from 07/05 regarding the items that were scanned with the incorrect price at the register.

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.
***
**************** Center
Customer Answer
Date: 08/06/2023
Better Business Bureau:
I wish Safeway's internal comments system worked as well as this complaint has in getting a reply. A month passed with no response using their web comment form. Kudos to BBB for getting a response in a few days.
I will "Accept" this reply, assuming I actually get a message from the store. I'm not necessarily counting on it, and even if I did, still reluctant to shop there.
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:07/28/2023
Type:Order Issues
Status:
UnresolvedMore 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 has a contract with GoodRx for prescription drugs. If a customer provides a good rx coupon, ********************** has to honor it.I brought in a goodrx coupon to the Safeway pharmacy. The pharmacist refused to honor it. He told me that he would be selling the medication below cost if her honored it. so he charged me the full price. I needed the medication that day. I could not transfer it to another pharmacy, etc.Good RX states that Safeway has a contract with them and must honor the price on the coupon unless it is a controlled substance (It was not)I called Safeway corporate headquarters and spoke to an offshore employee who refused to transfer me to a manger. She asked for my name and number. I asked if she would transfer me to a manager if I provided that and she said yes. After I gave her my name and number she refused to transfer me. Her name was ***************Safeway is breaking the contract with goodrx by refusing to honor the coupon.I have used goodrx at multiple safeway and fry's stores and never once had a problem until today.This is dishonest and unethical. It is also taking financial advantage of a ******************************* needs to honor goodrx coupons and refund the differential to me.
Business Response
Date: 07/31/2023
Greetings ***********************:

We are very sorry to hear about the difficulty you had using your GoodRx coupon when making your purchase from our pharmacy, and that you were not able to get this resolved with our Customer Support team. We would like to look into this with you to reach a resolution. Please respond here with the store location you visited so we may assist you further.

We look forward to hearing from you.

Thank you for shopping with us.
Tim
Customer Support Center
Customer Answer
Date: 08/01/2023
The store is ***********, **
************************************************************************************************************************************************************

Customer Answer
Date: 08/02/2023

Complaint: 20391650

I am rejecting this response because: I provided the information requested and have not heard the response
Sincerely,

***********************
Business Response
Date: 08/09/2023
Greetings ***********************:

Thank you for providing the store location regarding your recent pharmacy purchase where your GoodRx coupon was not accepted. We would like to apologize once again for the trouble you had getting your coupon accepted at the pharmacy, as GoodRx coupons are to be accepted, provided the coupon is applicable to the prescription and within its valid dates.

Unfortunately, we at the *********************** are unable to provide any refund for your purchase from our pharmacy, as this must be handled at the store level.

However, we have shared your concerns with our store's Management Team for review, as we want to make sure we are providing the best level of service possible. Additionally, we have asked our store's Management Team to contact you directly to discuss your concerns with you further and assist you with a refund as needed.

Thank you for shopping with us.
Tim
***********************
Customer Answer
Date: 08/11/2023

Complaint: 20391650

I am rejecting this response because: No resolution to the issue. I am back where I was before I filed the complaint with the BBB. RE-READ the BBB Complaint. I spoke to management in the *********** Safeway store. He refused to abide by Safeway's contract with Good RX. I escalated this to Safeway corporate for resolution through the BBB. Referring me back to the person who refused to honor the contract Safeway has with GoodRx is a waste of EVERYONES time.
Do the right thing Safeway and honor your contracts with your vendors.

Sincerely,

***********************
Initial Complaint
Date:07/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
will be making a bbb complaint but this ******* ** ***** ****** point ******** ave store charged me two amounts on 7/10/23 ***** and ***** they are claiming they refunded me back the *****, they did then they took it out again i was charged both amounts. the store manager ******** called me and LAUGHED at me and told me to call corporate she made me get my reciept that she supposedly had and wanted me to tell her the amounts and do the math. first off she doesnt get to see my beginning amount so her laughter was unjustified and i said i was making a better business bureau complaint and she laughed at that too. she laughed and told me to contact dshs and that i was wrong. she laughed and mocked me telling me to contact corporate. first off, i WORK for DSHS. the way she spoke to me like she is so above me and i am incompetent is disgusting and she is incorrect. i was charged both anounts and SHE is reading the reciept incorrect and as the store manager she needs to learn to not only be able to properly understand charges on a reciept but how to display empathy towards a customer. of course i am upset i was over charged 100$ of course i can verify it on my card and when you ccalk in and the app its a huge amount and SHE is the one who is incorrect and she should not be speaking to customers at all what so ever if she is going to LAUGH at their hardships from her own stores error and in top of it be incorrect. this needs to be addressed now. i will make my bbb complaint, and may file in small claims and i am highly offended that she insinuated i am an incompetent "welfare" case when I literally WORK FOR dshs. he mocking me and laughing and telling me to contact corporate as if she was so above me is disgusting and not how to treat someone, ever. the district manager reached out to me and then never replied after that and i have not been given my money back and 100$ is alot when you already rely on ebt. i have been discriminated against
Business Response
Date: 08/01/2023
Greetings *****************************:

We hope this message 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 I know how important it is for our customers to have an efficient service and a pleasant shopping experience. Regarding your concern with the unsatisfactory 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. 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.

Additionally, our District Manager has advised that they, along with the Assistant Store Director, have attempted to contact you multiple times but received no response.

We have confirmed that **************** was able to process a refund in the amount of $98.09 for the incorrect charge. Please allow 3-5 business days for us to process the refund. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds.

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
Initial Complaint
Date:07/28/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 Saturday, July 22 I logged into my Safeway account and noticed that my 5 rewards were missing. Upon further investigation, I found there was a '*******', a "Valued Customer" and a phone number of ************ that should NOT be on my account. I started an online chat and they said they would fix it. A couple of hours later, it is not fixed. So I chatted again. Still not fixed. Rinse and repeat. I have chatted with them FIVE times now and it is still not fixed. When I log in, it tells me I am not the primary person. I am so tired of dealing with their inept chat people. I need someone who actually knows how to properly fix my rewards account and make ME the PRIMARY and ONLY member to call me and get this sorted. I should have ONE account. With ONE name (mine) with ONE email and ONE phone number (the same phone number I have had for EIGHT years).
Business Response
Date: 08/03/2023
Good Morning *******************

We thank you for reaching out and apologize for any trouble you have experienced. It looks as though the issue has since been corrected on our end. Please check go to your account , sign out and back in and let us know if you are still having the same issue and we will further assist. Thank you and we look forward to a speedy resolution.

*****************
Customer **************
Customer Answer
Date: 08/08/2023

Complaint: 20389398

I am rejecting this response because: while it looks like my account was FINALLY restored to my own, I am still missing the 5 rewards that were stolen when this whole thing was messed up. I was promised by one of the several different chat agents I spoke with that they would be restored as well.

Sincerely,

Cryssi ********
Business Response
Date: 08/17/2023
Hello Cryssi,
Unfortunately , our records do not show a clip or redemption under either name or phone # for 5 rewards. We are reflecting a balance of 2 Rewards and 62 points as of 08/17/23. Your transaction history does not reflect the earning of 5 Rewards to be redeemed, to date. We do show the last transaction on either account was 08/08.. We did check the other account as well and the total spend in 5 years was only $148.00 on that account with no redemptions. If you have other information we are happy to review further. We thank you for your time and apologize for any inconvenience.
*******
Customer Support Center

Customer Answer
Date: 08/23/2023

Complaint: 20389398

I am rejecting this response because: My whole account is still messed up. Ignoring the fact the 5 rewards were stolen because of the account mix-up, I went to the gas station to try to redeem the two rewards that are supposed to be there and was told there are none. I don't know why this is so difficult to have fixed.

Sincerely,

Cryssi ********
Business Response
Date: 09/06/2023
Hello
We have returned the rewards to this members account several times. It seems she has not used the account since August 6th for a transaction. Without a posted transaction, there is nothing more we can do to troubleshoot or verify. As of today her acccount is reflecting exactly as it should be. We are closing the case and consider this matter resolved.
*****************
Customer Support Center
Customer Answer
Date: 09/06/2023

Complaint: 20389398

I am rejecting this response because: This is false. They have returned ZERO rewards. In fact, their own previous response says they will not give me the 5 rewards that were stolen because even though I have had this account for more than 8 years, they conveniently have no record. Furthermore, the reason I haven't used my account since August 6th is because IT IS STILL MESSED UP. Once they figure out how to aptly do their part and FIX IT, I will happily use it.
This is ridiculous and needs to be escalated to someone who can actually research and fix things.

Sincerely,

Cryssi ********
Initial Complaint
Date:07/28/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Safeway offers a FreshPass annual membership for approx $100/yr, where the member receives free delivery service as long as the order meets a dollar minimum. I legitimately do reside in a building that is difficult to find, and I am aware of this. So, very specific instructions on how to locate the building is in the memo line of my order, as well contact info. The service in 2022 was terrible, so on 1/1/23 I requested to not be renewed. Multiple orders never delivered at all, delivered to incorrect house, poor substitutions or tons of missing items. Safeway took my money anyway. On 1/26/23 I was billed for a renewal. There is a problem with literally every order. This is not an exaggeration. My most recent two attempts of ordering are as follows: I was scheduled to receive a delivery on 6/9/23. I signed up for a 12pm-4pm delivery window, with estimated delivery at 2:30pm. At 9pm the order still had not come, so I contacted customer service to cancel and went to the grocery in person. At 10:07pm I received a call from a driver trying to find me. I am certain they do not deliver past 10 and drivers should make no attempt at that time, despite having canceled and already gone to the store. I answered and explained the situation. It took until 6/28 for them to agree to refund an order that went back to the store. I also suggested they refund my annual membership but they always ignore that request. I had to threaten filing a claim with BBB and having my bank do a chargeback. My next order was on 7/23. I received a call from a man who simply said "no English" and then hung up on me. 2 minutes later I got a text saying my order was delivered, and a photo of a door. That was not my house. My door is white. I contacted customer service wanting a refund, but also that I be contacted by a mgr to discuss. I have now asked 3 times. Still no refund and no mgr phonecall. I also want a refund for the annual pass. If you can't deliver, I shouldn't pay for the service. Period
Business Response
Date: 08/07/2023
Greetings *********************************:

Thank you for your feedback regarding FreshPass. We appreciate the opportunity to respond.

We are sincerely sorry to hear that you have not been satisfied with the FreshPass subscription service or your grocery delivery orders. We completely understand your frustrations and would like to assist you further to make sure we are providing the best level of service possible. We have asked our ********************* team to contact you as soon as possible to discuss your concerns and assist with cancelling your FreshPass subscription.

It is by hearing from customers like you that we can improve our services and better your future shopping experiences with us. Your feedback has been communicated to our ******************** for additional review and consideration as we continue to improve our subscription service.

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

Thank you for shopping with us.
Tim
Customer Support Center
Customer Answer
Date: 08/07/2023
Hello,
The response I received only addresses a refund for the annual FreshPass I paid for in January, but does not address the order dated 7/23 that was delivered to the wrong house. Before I accept or reject, can someone please address the order I paid for that I never received? Thank you!!
Customer Answer
Date: 08/15/2023
I received a response from Safeway through the BBB platform and also a direct email from Safeway. Their reply and their action is unsatisfactory.

First, I emailed them on 1/1/2023 and requested not to be renewed for their service due to poot service during 2022. They charged me on 1/26/2023 anyway. This is theft. I have asked multiple times for this to be refunded to me, and they simply won't. I have record of the email where I requested not being renewed for evidence if needed. They emailed me yesterday saying they are canceling my membership but not refunding me. This is THEFT.

Second, they completely ignored the second issue. On 7/23/2023 they delivered my order TO THE WRONG HOUSE and never refunded me for this. The delivery driver called my phone. When I answered the driver said "No English." Hung up on me. Put groceries down at the wrong door. Took a photo of it. Texted me saying my groceries were delivered. I immediately looked outside. No groceries. I immediately contacted Safeway. They did nothing. When placing my claim I included some photos. One being the photo the driver texted. Also a picture of my actual door. The door the driver delivered to is black. Mine is white. With a turquoise doormat. Which is literally left in the memo line on the order because there is such a problem for Safeway to find building F. The memo says Building F is the last building, hidden by some trees, by parking spot 29, and F202 has a turquoise doormat. And they continue to deliver anywhere they please. They also gave my order to someone who called and said "No English" and then hung up on me, giving me ZERO opportunity to look for them by other buildings.

I need a refund for the order that was delivered to the wrong house. I need a refund for them renewing my membership without my permission to bill me. I have PROOF that I requested to cancel 25 days before the renewal went through.

What is the next step?

Thank you
Business Response
Date: 08/30/2023
Greetings *********************************,

We are sorry you were not satisfied with our FreshPass program, and we sincerely apologize for the issues you experienced while being a member. Our records show a refund on 8/7/2023 for your FreshPass subscription was processed.

Additionally, and we apologize for the delay, a refund was processed today, 8/30/2023, for $53.10 for the order delivered to the wrong home. You should have already received a receipt confirmation. Please allow 3-5 business days for that to be credited back to your original payment method.

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

Thank you,

********************
Customer Support Team
Initial Complaint
Date:07/26/2023
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.
The gift card says it can be scanned from phone. The store I went to is refusing this. It is false advertising.
Business Response
Date: 07/27/2023
Greetings *********************************:

We apologize that you were not able to use your Egift card from your phone when shopping with us. Please respond here with the store location you visited so we may look into this further.

Please feel free to reach out to our Gift Card support team at **************, directory prompt 4 if you have any other questions or concerns in the meantime.

Thank you for reaching out to us.
Tim
Customer Support Center
Initial Complaint
Date:07/26/2023
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.
On 7/14/2023, I used the Safeway app to order several items from the Safeway store located at ******************************************************. The Order number is: ********. Before picking up the items, I noticed that some of them were substituted without my permission. I contacted Safeway customer service and canceled the order and was told by several representatives that I would get a full refund in the amount of ***** dollars within seven business days. So far no refund was issued. I have been given the runaround, telling me that the matter was escalated and that a refund will be issued. Safeway should not have substituted items without my permission, nor charge me for items they have not delivered. Stalling to get a refund is unacceptable.
Business Response
Date: 07/27/2023
Greetings *********************:

Thank you for the opportunity to address your concerns. We sincerely apologize for the inconvenience you experienced with your recent Drive Up & Go order. Checking on this order, our records show that the substitution preference 'Best Available' was allowed for each item on the order. If an item you have ordered is temporarily unavailable at the time your order is shopped, our personal shoppers will fill the remainder of your order using the substitution preferences you selected prior to checkout.

Additionally, please accept our sincere apologies that the store failed to process your refund as requested. Our records show that the refund for your order was processed yesterday, 07/26/2023 in the amount of $30.16. You should see the refund in 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. 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
Initial Complaint
Date:07/25/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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.
7/20/2023, 7/22/2023, 7/25/2023 I have spoken to pharmacy clerks at ****************** location in ******** twice and once at another ******** location which i believe is either on Division St. or ***********************. They refuse to mail me my prescriptions while I'm visiting family in AR. The woman I spoke to at the alternative location (not on *******) told me it was illegal to mail my prescriptions out of state. After the call, I did some research and asked my attorney. The clerk had blatantly lied to me, its not illegal. The second time I called my normal pharmacy on *******. I got the same woman who repeatedly told me that she is not mailing my prescriptions to AR for free and I can call back and speak to a manager. This is ******** discrimination. Today I called and got the same woman who said she would be transferring me to the manager. I was on a long hold when the "manager" got on the phone with me. He had me on speaker and after everything I had to say the woman I have been speaking to was laughing and verbally scoffing at me. I asked him why he had me on speaker with her in the background and he said I was imagining things. When I asked what my options were, like if I could pay to have them mailed, he said he wasn't sure, that I could call back and speak with the manager. So I asked him why he said he was the manager and got no response. I asked him who the woman was that I had been speaking with and he said he wasn't sure. I will be sending out copies of all the info I have to as many corporate and ******** contacts as I can find. I've been lied to multiple times, discriminated against, laughed at, had my privacy completely disregarded, and had my HIPPA rights infringed upon. I'm also going to contact my disability lawyer. What has happened here has been traumatizing and is completely unnecessary.
Initial Complaint
Date:07/23/2023
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.
Doing the grocery order for delivery. We are charged a delivery fee every single time which we agree to along with a delivery window. Nine out of 10 times those deliveries are not made in that window. We are still charge the delivery fee. Theres never an offer to make things right. I have to spend hours on chat, and on the phone with customer service to ever get the groceries delivered it becomes a part-time job that I am paying for. I am never compensated for my time. I should not have to call customer service to get ********************** to do the job. They are paid to do. Additionally the use of outsourcers is disgusting and disrespectful to my time. They end a chat because they dont understand *******. They dont know how to handle situations they refuse to transfer to supervisors theyre not trained well this result in more stealing of my time. Safeway is not our first choice. Safeway is the only option we have in the town where my elderly mother with dementia lives. I would choose any other company, even if it was triple the price if I didnt have to call that crappy customer service every time just to be treated like trash. They still take their payment before delivering anything.
Business Response
Date: 07/24/2023
Greetings *******************************:

Thank you for reaching out to us about the delay in receiving your grocery delivery orders.

We are truly sorry for the inconvenience this has caused you. We certainly understand your frustration and disappointment with the situation and during this time, we know how important it is for our customers to receive their orders within their expected timeframe.

We have submitted a detailed documentation of this issue, and we can assure you that we have notified the *************************** Team that delivers your orders. This allows our associates to ensure this type of issue does not happen again. At all times, our customers' satisfaction will always be our top priority, and we hope you will continue shopping with us.

Additionally, we have added a $15.00 customer service credit to be used towards a future grocery delivery/pickup order placed online. This credit can be viewed and used in the Payment section of checkout. Please know that the credit will need to be manually applied during the checkout process to have it discounted from your future order.

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: 07/24/2023

Complaint: 20364997

I am rejecting this response because: asking me to cal customer service for the same crappy treatment when this happens again is unacceptable. That team has already been contacted multiple times and there has been NO progress. Id prefer a direct number for someone who can actually make things happen instead of asking me to continue to donate my time because your organization doesnt have their act together

Sincerely,

*******************************
Business Response
Date: 08/06/2023
Greetings *******************************:

We are very sorry that our resolutions for the issues you experienced with your grocery delivery orders and our Customer Support team were not satisfactory. We have shared your feedback with our teams and have asked our ********************* team to reach out to you to further discuss your concerns. Unfortunately, we are not able to provide a timeframe that our team will reach out to you, but please know that we will be contacting you as soon as possible.

Thank you for shopping with us.
Tim
Customer Support Center
Initial Complaint
Date:07/23/2023
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.
This is specifically about the Safeway pharmacy at this location. I received a text from them letting me know it was time to refill a prescription. I replied yes, I would like to refill. A couple days later I received another text telling me the prescription was ready for pickup. I went to the pharmacy, paid for my prescription and went home. When I looked at the medication, it was for a DIFFERENT person, and it was a different medication! When I took it back to the pharmacy, the pharmacist sheepishly said "I should have checked". I guess so! When I asked for MY medication, she said they didn't have any. This is pure negligence on the part of this pharmacy! I should have spoken to the pharmacy manager, but I was too angry. I did tell them that I would NOT be coming back. I would like an explanation.
Business Response
Date: 07/24/2023
Greetings *********************************:

Your comments are very concerning to us. Please respond here with the store location you visited so we may look into this.

Thank you for reaching out to us.
***
Customer Support Center

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