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.
227 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:07/21/2023
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 ordered 10 bottles of ******* Natural Passion Fruit Juice at $2.99. I was charged before Safeway even made the order. Delivery came with one bottle of above named juice and I was charged $8.00 for the delivery. However they removed from my card $38.30. The same thing happened last month with different order. They removed transaction last month and kept $26.00. I called customer service and they ended up hanging the phone up. Im disabled and can barely walk. Safeway or any others company should not abuse elders. They said itll be 7 working days. You told me that last month. I still have not gotten money back.
Business Response
Date: 07/23/2023
Greetings ***********************:

Please accept our apologies for the unavailable items on your recent order. We reviewed your receipt and found that 9 quantities of the Florida's Natural Passion Fruit Splash were out of stock, therefore they was not delivered, and you were not charged for them. All the orders are picked from the store shelves by in-store personal shoppers. Unfortunately, it is possible that items that are available for orders at the time of checkout may not necessarily be on the shelf at the time of picking. We recommend using the substitution feature at checkout, which allows you to choose options for personal shoppers when they find an item unavailable.

Additionally, as noted in our terms of use, a pre-authorization charge is made to your debit/credit card based on the estimated total in your Order Summary when placing an order online with us. In the event that your order is changed when fulfilled due to out of stock items, substituted items, or weighted products, the final charge for your order may change from the estimated total.

When a final charge is made from your order on the date of delivery/pickup, the pre-authorization that was made at checkout is then removed and will be released from your debit/credit card within **** business days.

Checking your recent orders, we have confirmed that no pre-authorization charges are still on your debit/credit card from our end, and only the final charges from your orders remain as listed on your delivery order receipt. For example, with your delivery order from 07/21/2023, our end only shows the final charge of $10.99 for the order that was adjusted due to the out of stock items.

If you are seeing any charges other than the final charges for your delivery orders at this time, we recommend contacting your banking institution for further assistance.

We can assure you that we are doing everything possible to provide an excellent grocery delivery service, and we are confident that in the future your orders will reflect that commitment.

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:07/20/2023
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.
My case is a purchase of an empty gift card. I paid $100 for the card but my friend received an empty card with no money in it. I have contacted customer service at **********************. They said they will investigate but no update since 06/01/2023. I have provided additional information if you need:1 pictures of a gift card I purchased at Safeway with no money in it.2 safeway receipt
Business Response
Date: 07/24/2023
Greetings *****************:

We are very sorry that the gift card you recently purchased did not show any available funds. Please know that we have reported this issue to our Gift Card support team who are currently working to get in contact with the gift card partner. Our Gift Card team has advised that they will be reaching out to you as soon as possible with an update on this.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:07/19/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a complaint earlier and you do not allow further uploads of documents as I have tried repeatedly. I ordered online & 1/2 my order was not delivered for a 9 am delivery. After phoning customer service immediately I was informed there was NO possibility of a redelivery of my errant delivery until the following day. Given I was making dinner for guests I ordered from ****** Stones on Instacart to replace the items which were missing. Fast forward to 4:30 pm the same day & an extremely rude delivery person was waiting at the top of my stairs. I indicated I had already purchased all of the items which were missing & he just left it there. Upon NUMEROUS contacts w/ customer service via phone and email I asked for $52.18 of the original order to be refunded. Replacing these items cost A LOT more. In the interim I have received multiple conflicting emails via web, Yelp etc. to no avail. The latest asked me to jaunt on over to the Marina ********************** and fill out a form due to their ineptitude (hip ************** replacement don't make it easy). It's not that hard. You order from a Company, receive and pay for a product. **********************.com or Marina ********************** are delaying, obfuscating and lying.
Business Response
Date: 07/20/2023
Greetings ***************************:

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

We will be happy to assist you in refunding any missing items from your order so you do not have to return to the store. Please respond here confirming that the order you are referring to is order #******** scheduled for delivery on 07/07/2023.

Additionally, please include a list of items that were missing from the order so we can review and refund on our end.

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 delivery experience. Regarding your concern with the unsatisfactory actions of our delivery driver, rest assured we always take these concerns seriously.

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: 07/20/2023

The amount of times I have had to provide this info is UNBELIEVABLE.
Here is the info I have provided over 5 times:
Upon checking your previous conversation, the refund process for the missing items has been submitted on July 7 ***** with a total amount of $52.98. please advise that the refund will take 3-5 business days for it to be posted in your account. We also sent you a refund receipt copy in your personal email.

These are the list of items being submitted:
Galbani Sliced Fresh Mozzarella Cheese - 12 Oz 1 $5.99
Philadelphia Chive & Onion Cream Cheese Spread Tub - 7.5 Oz 1 $4.99
Open Nature Yogurt Greek Lowfat 2% Milkfat Strained Plain - 32 Oz 1$4.99
Califia Farms Extra Creamy Oat Milk - 48 Fl. Oz. 1 $5.54
O Organics Organic Baby Spinach - 5 Oz 1 $3.50
O Organics Organic Basil - **** Oz 1 $2.49
*************** Organic Sweet & ************************* Tray - 7 Oz 1 $4.49
O Organics Organic Broccoli Florets - 18 Oz 1 $5.00
Bobs Famous Salad Dressing Roquefort Dressing - 16 Oz 1 $8.99
Primo Taglio Pepper Turkey - **** Lb 1 $7.00
Once again, please accept my profound apologies for the inconvenience caused and any negative experiences you have had. We value your feedback and appreciate your willingness to bring these issues to our attention. Your satisfaction is of utmost importance to us, and we are committed to rectifying the situation and restoring your trust.
Should you have any further questions, concerns, or information to share, please do not hesitate to reach out to me directly. I am here to listen, assist, and ensure that your voice is heard.
If you are experiencing any other issues or have any questions, please do not hesitate to reply.
Thank you for shopping at Safeway!
Rosalie
Customer Support Team
********
Customer Answer
Date: 07/24/2023
This complaint has by no means been resolved. They've been giving me the runaround since 7/7/23 & until they're refund is in my bank account it should absolutely be considered open.

Best,

*****

Business Response
Date: 08/04/2023
Hello *****,
Our records indicate a refund of $139.59, and a receipt was sent to the email on file on 07/29. In addition to the refund , a credit was made to the account of $100.00 and it is reflecting "Active" on our end toward a future delivery or Drive Up order.
If the refund has not yet reflected to the account, please let us know and we will reach out to our ******* Services center for an inquiry.
Thank you
*******
Customer Support Center

Customer Answer
Date: 08/04/2023

This issue has been resolved in the form of a refund for the items not received. Please call/email w/ any questions.

Best,

*****
Initial Complaint
Date:07/12/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CLOSE PHARMACY ACCOUNT. June 26, 2023 Initial request. Via telephone customer service, I requested cancellation of my pharmacy account over a week ago. I was told I would receive confirmation of cancellation within ***** hours. I have not received that confirmation. I am requesting again that my pharmacy account with ********************** be cancelled. I never use it and no longer want it.July 4 I emailed *************************************** when I received no notification that the account had been closed. There were a series of back and forth emails, where I also included my personal information. To date my PHARMACY ACCOUNT HAS NOT BEEN CLOSED.This is the last communication I received.From: Web Comments (Safeway) <***************************************>Sent: Wednesday, July 5, 2023 4:25 PM To: ********************* <*********************>Subject: commentsAndQuestions/pharmacy Hello *****,Thank you so much for contacting us again. I hope all is well with you and your family. I appreciate you for providing us this information for us to escalate your request. Your comment is important to us as you can be sure that it's receiving our fullest attention.I have submitted a detailed report to the Pharmacy management department and it's now being escalated. You may wait for an email/call update regarding the outcome of the report. We cannot promise you any turn around time for the resolution, but rest assured that you will be notified by the management team about this. Please keep lines open.Thank you for your patience and understanding. I hope you know how much we appreciate your business, and hope you'll continue shopping with us. Feel free to write back if there is anything else that you would need. ***** Customer Support Team ********
Customer Answer
Date: 07/13/2023
Von's contacted me by phone and left a message that the pharmacy account has been closed. Please close the complaint as resolved.
Initial Complaint
Date:07/06/2023
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.
I placed order #**** or ********* on the app several days ago. I found great $5 deals on proteins and wants to stock up as much as I could. I am fixed income and on disability. During my shopping I found a listing for .5# ribeye a $5.99 per pound and decided to give it a try as a treat, I never do that for myself. I entered a 1 into the box and thats that. Fast forward I drive to Safeway with my kids, order is brought to my vehicle And I head home. Ive never once had an issue here the employees are fantastic. Ive lived in town for the last 6 years and frequent the store often. Once I arrive at home and unpack I immediately notice the two huge packs of bone in ribeye, listed at $9.99 per pound and priced at $71 and some change overall. I immediately contact Safeway through the app, tell them that my rent alone will not process with this much cash being deducted, and that I needed to return the items but theres no way I could get to the store that evening. I was told that a refund was in the works And the meat wasnt mentioned again. I put the pack into the freezer where they still are Today and now Ive been denied my refund and made to feel awful by three separate representatives on their chat feature. I ask that those chats be used as evidence here to show that *** said EXACTLY the same here as there. I need this $71 refund and if I have to go through my bank Im going to also file a suit in small claims for the added stress of the entire event. Please understand I did not do any of this to be greedy, I ordered bags of $5 chicken just to have meat at home and received $71 in ribeyes. Why in the world would I do that??
Business Response
Date: 07/06/2023
Greetings ******************************:

Please accept our sincere apologies that the store failed to process your refund as requested. We see that the offer you clipped would have had the ribeye steaks charged at a total of $6.97. We have processed the refund for you today, 07/06/2023 in the amount of $66.15. 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 associated with 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
Customer Answer
Date: 07/07/2023

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,

******************************
Initial Complaint
Date:06/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im disabled and ill, I depend on grocery pickup at the Safeway closest to me. Its the only Safeway within 50 miles. ***** time I order, there is something wrong or more. I got to the point that I stopped filling out the customer reviews they email because its doesnt do anything to help me, it just wastes my time and energy. The last time I did pickup was the worst so I had to report it to BBB. The meat they brought me was expired and parts of it were brown and hard. When we arrived at the store, the pickup signs were covered and I had to call in many many times over 30 minutes to get my order brought out. The guy acted like he wasnt in reality. And when he brought out our order, he was extremely inappropriate towards my 12 year old daughter. He acted gross and I couldnt believe my eyes. My son had to step between them because the guy was reaching for her hair before he turned and went back in the store like everything was fine. We went home stunned. Is this what I have to look forward to from Safeway? Rotted meat and inappropriate employees? ********* the extra miles to Whole Foods where Im treated with dignity.
Business Response
Date: 07/04/2023
Good Afternoon
We have spoken to our ********************* Team who is reaching out, if they have not already, to the customer directly with the resolution via the information provided here.
If you have any questions or comments, we are happy to help further.
******* V
Customer Support Center

Customer Answer
Date: 07/04/2023

Complaint: 20255886

I am rejecting this response because I havent received any contact from the business as it states in their reply.

Sincerely,

*****************************
Business Response
Date: 08/04/2023
Greetings *****************************:

We apologize that you have not had contact regarding your concerns. Please reply here confirming your best form of contact. Our team has advised that they have reached out by phone and email and have not received response. Please know that we would like to get you in contact with our teams to further assist you.

Thank you for reaching out to us.
***
Customer Support Center
Initial Complaint
Date:06/17/2023
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.
I placed a delivery order (#********; $69.62) that was scheduled for May 31, 2023. The driver called to say he couldnt make it to our house and that the delivery would be rescheduled. When it was not delivered the following day, I called Safeway and they said it would arrive June 2 and that I would receive a $10 credit for the inconvenience. When the delivery did not arrive June 2, I called again and was told it would arrive June 3 and that I would receive another $10 credit. The delivery did not arrive on June 3, and I called to cancel the order. During that call and on a subsequent call on June 5, I was told I would receive a full refund, but the credit card I used still has no record of funds credited to my account. Moreover, my ********************** app incorrectly describes my order as having been delivered and my $20 credit as a partial refund. I am still owed $69.92 for this undelivered order, and their customer support has surprisingly incompetent throughout this whole ordeal. I have wasted so much time trying to resolve this situation on the phone.
Business Response
Date: 06/18/2023
Greetings *******************:

Please accept our sincere apologies that the store failed to process your refund as requested. We have processed the refund for you today, 06/18/2023 in the amount of $69.62. You should see the refund in three to five business days. We have also sent a refund receipt to the email address on your account for your records. 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 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:06/07/2023
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.
February 25th *************************************************************************************************** the amount of $366 after making the purchase I realized that I was unable to pay my bill or use the funds the store and apple directed me to Safeways gift card services for a refund apple stated it was up to Safeways gift card services since thats where I bought the gift card ***** from Safeways gift card department created my ticket and told me I would have a refund within 21 days this was a lie after 21 days passed I escalated the matter to ****** supervisor ***** who stated there was no turn around time for my refund and left me a voicemail around April 19th and April 21st stating my refund was mailed to **** solstice ln which was never received my local post office had been returning all of my mail Safeways gift department stated they could give me no information until 30 business days had passed which was may 30th 2023 on may 30th I spoke with ****** supervisor ****** who stated she would listen to ****** calls and only listened to one of ****** calls and stated ***** did not reference and address and ****** has no turnaround time for my refund check that was returned each day Safeway gift card department is stating they are working on my ticket but cannot give a definite or for sure answer giving an answer that you are working on the issue is not giving me a resolution I have been waiting since February 25th 2023
Business Response
Date: 06/11/2023
Greetings *******************************:

We sincerely apologize that you have not yet been refunded for your gift card purchase. Per our Gift Card teams, we have confirmed that the check that was initially mailed was returned due to not being deliverable as addressed, which out team did not receive back in the mail until the end of May. Our teams have confirmed that we have since received the correct address and sent the check back out on 06/02/2023. Furthermore, our Gift Card team has advised that they were able to contact you and confirm this. Once again, we are sorry for any confusion regarding this refund.

Please feel free to respond here or contact our Gift Cards support team at ************** - directory prompt 4 if you have any other questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 06/11/2023

Complaint: 20155958

I am rejecting this response because: I have not received my refund check Safeway blames the u.s postal service the u.s postal service has held my mail back for two days this week ***** from safeway gift card services lied about what address my refund check was initially sent to I am still waiting to see if I am going to actually receive my refund check safeway is not able to provide proof that my refund check actually went into the mail safeway also states my refund check was mailed June 1st or 2nd but has sent several emails on June 1st and 2nd stating there was no update after contacting the better business bureau is when I was told my check was remailed June 1st or June 2nd

Sincerely,

*******************************
Business Response
Date: 06/15/2023
Greetings *******************************:

We apologize for the confusion that occurred the last time we mailed your check, and that you have not yet received your check. Please know that we have resent it through the ***** and it should be reaching you soon.

Thank you for reaching out to us.
***
Customer Support Center
Initial Complaint
Date:06/04/2023
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.
Chronic overcharges and rude behavior from employees and store manager. I deal with this almost weekly yet the store mgr blames me for incorrect information pertaining to my account. Blaming customers for their incompetence and rudeness is unacceptable! Even the store mgr is unbelievably rude!
Business Response
Date: 06/06/2023
Greetings ***************************:

The complaints you have shared are concerning to us. Please respond here with the city, state, and nearest cross streets of the store location you are referring to. We also ask that you provide the associate and/or manager name(s) and description of the poor interactions you have had with our associates, so we may report your concerns to our teams accordingly.

We look forward to hearing from you.

Thank you for reaching out to us.
***
Customer Support Center
Initial Complaint
Date:06/03/2023
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.
Earlier this year, Safeway Delivery added "driver tip" to the billing for online orders. My primary issue is that when a customer selects a percentage of the order price, it doesn't get adjusted for the ACTUAL order being delivered. For example, if an order being placed is estimated at $200.00 before coupons/discounts and the customer stays with the default of 5% tip, the tip is listed as $10.00. But when the actual order is picked and the final receipt is created, the tip is NOT adjusted for the true 5%. Let's say the final picked/delivered order (after subs and out of stock items) winds up being $130.00. The driver tips remains $10.00, not the $6.50 it should be adjusted to be! This bad practice has cost customers (like myself) a lot of money and it's not okay! I have already voiced my concern to Safeway HQ, but was met with an auto-reply and the problem still exists. This sort of negligence is how class action lawsuits happen.
Business Response
Date: 06/06/2023
Greetings *************************:

We apologize that our system does not adjust tips according to the final charge made for grocery delivery orders. Please know that we have shared your concerns with our Management Teams for review.

In the meantime, please know that you are welcome to contact our Customer Support team by chat, email, or by phone at ************** if you would like a refund to be processed for any amount of a driver tip from your order.

Thank you for shopping with **.
***
Customer Support Center
Customer Answer
Date: 06/06/2023

Complaint: 20140514

I am rejecting this response because: this is the same automated blow-off response I received when I emailed the company directly. "Sharing with Management Teams for review" is code for "we're gonna put your issue in this nice little black hole where it will never be resolved." This is not a single-transaction issue. Safeway is bilking it's customers collectively of hundreds, if not thousands, of dollars each and every day! It's very simple coding, so get your programmers to fix the little 1s and 0s so we don't have to waste our time calling customer service to get every single delivery partially refunded.

Sincerely,

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

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Safeway is NOT a BBB Accredited Business.