Complaints

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

close

Find a Location

Safeway has 327 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Safeway

  PO Box 20 Boise, ID 83726

• 

  Safeway

  1003 Medford Ctr Medford, OR 97504-6769

• 

  Safeway

  1030 SW Jefferson St Portland, OR 97201-3449

• 

  Safeway

  1100 NE Broadway Bridal Veil, OR 97010

• 

  Safeway

  1371 NE Highway 99W McMinnville, OR 97128-2722

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:05/24/2023

  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 purchased a doordash gift card at Safeway. The amount was $200. It was purchased at a self checkout counter with a cashier that use a scan card to approve the transaction. When I got home, I had put the doordash card pin number on my doordash app. It indicated that there was no money in the card. We immediately went to Safeway ***************** We were told to contact customer support at an 800 number. At this point they gave us a ticket number and launch an investigation on what is going on with the card so they can offer ** a full refund. We have been waiting approximately 2 weeks to get our money back. They have been giving ** the runaround and have been very dismissive to me and my wife . What Safeway essentially did was take our money.

  Business Response

  Date: 05/29/2023

  Greetings ***************************: 
  
  We sincerely apologize that you have not been able to use the Doordash gift card you purchased with ** and that this has not yet been resolved. Please know that per your recent contact with our Gift Card support team, ticket ****** was opened. Our Gift Card team has advised ** that they will be reaching out to you directly after hearing back from the card partner regarding this issue with your gift card. 
  
  If you would like to contact our Gift Card support team in the meantime, you are welcome to call **************, directory option 4 with your ticket number for any other information or assistance until this gets resolved. 
  
  Thank you for shopping with **. 
  ***
  Customer Support Center 

• Initial Complaint

  Date:05/15/2023

  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.

  First of all this company ruined my cousins 15th birthday second of all I have no desire to come into grocery shop@ any Safeway store in the near future & third and final point Ill only come into purchase something from ********* nothing more. So remove the game ads from this company now before I call corporate to file a complaint

  Business Response

  Date: 05/23/2023

  Greetings *****:
  
  Your comments are concerning to us and we wanted to assure you that we certainly never want anyone to leave our store feeling this way. We can see the nearest store is **************************************************************************. Is that the store you had issue? Also, if you could give ** some more detail on what went wrong, we would like to investigate the matter further to prevent any reoccurrence. In regard to the ads, we do have the email or phone # provided in this complaint registered. Could you please let ** know where you are seeing the "Game Ad"? We truly appreciate your time and thank you.
  
  *****************
  Customer Support Center
  Case ********

• Initial Complaint

  Date:05/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safeway advertises extra digital deals through its Safeway U app. It is impossible to sign up for an account. Constantly says technical issues. These deals are only available through the app. Advertising these deals is false advertising as there is absolutely no way create an account in order to get the savings.

  Business Response

  Date: 05/17/2023

  Greetings *******: 
  
  Your comments are concerning to ** and we wanted to make you aware that no cell phone is needed, can also reach ** on our website on any desktop or Laptop computer at ****************************************************** and click the Red Button "Sign **" and follow the prompts.  You need name, address and phone # you would like to use at the pinpad checkout, and start browsing.  If you need any assistance with the website or signing **, we can take your call at **************, or you can chat with ** at Safeway.com as well.  Thank you for reaching out to ** and enjoy the week ahead.

  Thank you for shopping with **,

  *****************
  Customer Support

  Case ********

   

• Initial Complaint

  Date:05/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Pharmacy had a $50 promo if you filled five prescriptions. I presented my filled sticker card today but didnt receive the $50 gift card. I would have gone to a different pharmacy if I had known this wouldve happened.

  Business Response

  Date: 05/18/2023

  Greetings J Dattol: 
  
  We are very sorry that you did not receive your $50.00 gift card per the mentioned promotion. Our store pharmacy team has advised that they were able to arrange for you to return to the store to receive a $50.00 gift card to make this right. 
  
  Once again, we would like to apologize for any inconvenience this has caused, but we are glad we could get it worked out with you. 
  
  Thank you for shopping with **. 
  ***
  Customer Support Center 

• Initial Complaint

  Date:05/13/2023

  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.

  I ordered pickup groceries on Thursday May 11, 203. Safeway always does a pre authorization amount on my bank account when ordering online. That amount was $275.12. When the order was picked up the amount charged was $281.22. I had added to the order so that's why the amount was more. On Saturday morning my husband went to the hardware store for something. Our debit card was denied. I checked our bank account and found that the pre authorization amount of $276.12 was still pending to be deducted from the account. The account was overdrawn by $57. I called Safeway customer service and was told it would take 3-5 business days for it to come off the account. I escalated the call to a billable supervisor who messaged HER supervisor who told her the same 3-5 business day *******. Safeway blames the bank. The bank would have no reason to do this. This is a Safeway problem plain and simple. THEY ARE ILLEGALLY HOLDING MY MONEY!!! If I have an emergency what would I do? I will never shop there again. Order number is ********.

  Business Response

  Date: 05/21/2023

  Greetings *********************: 
  
  We apologize for the confusion regarding the charge for your recent Drive Up & Go order. 
  
  The charges you are describing are a pre-authorization charge that had not dropped off yet. When an order is placed with us online for delivery/pickup, there is a pre-authorization charge that is made to confirm the method of payment is valid which is released within 5-7 business days. Then, when the order is fulfilled on the date of delivery/pickup, a final charge is made, which is what ends up being the charge on your final receipt. 
  
  We would like to note that since your order was edited to have items added to your cart, this resets the pre-authorization to the new estimated total and will cause the window for the pre-authorization to drop off take longer. 
  
  Once again, we would like to apologize for any confusion or inconvenience that this may have caused. At this time, our ******* Services team has confirmed that the pre-authorization charge in the amount of $275.12 has since been released on our end. And again, it is standard for a pre-authorization charge to be released within 5-7 business days. If you are still not seeing this amount returned on your end, we ask that you please reach out to your banking institution for more details; as mentioned, the charge is no longer available on our end and has been successfully released. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

• Initial Complaint

  Date:05/12/2023

  Type:Sales and Advertising 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.

  Today, May 11th, 2023, I went to Safeway pharmacy on **************** in **************, to pick up my son's prescription. I asked the associate explanation about the product. I was then asked if I agree that I decline counseling. I clicked that I denied this statement. The associate canceled the transaction and started it over. She then clicked for me that I agree with the statement. I questioned her because I felt she was forcing my answer. I was explained that if I do not agree on the first question that I denied consulting, then I cannot sign that I receive the item.I felt that Safeway pharmacy is forcing their customers to agree on false statements and it should be two different questions: denying consulting and get the item.I refused to purchase the item as my rights were not respected.

• Initial Complaint

  Date:05/11/2023

  Type:Delivery 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.

  Safeway, ***********, ** branch:Every time I keep giving this store another chance, they always somehow mess up!They deliver orders with missing items, systemically!Every other item is out of stock (exaggerated to prove point). Just irritating.The ************ is mediocre.The Chat CSRs take on a lackadaisical feel. Something needs to be done about the service at this store!Thanks.Best regards.

• Initial Complaint

  Date:05/10/2023

  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.

  This evening, May 10, 2023, I placed a food only grocery delivery order on the Safeway iPhone app. Using my EBT card for a total of $34.98. The app should have allowed me to charge the full amount to my EBT card but, instead, forced me to charge $7.96 to my debit card (PayPal), thereby basically stealing that money from me. I have called their customer service and was told I could only calculate the order (I NEED THE FOOD) or go down to the store in person and have them reprocess my payments. I told them I am physically handicapped and it is very difficult to and thats why I ordered through the app for a delivery (and I have to pay $12.95 a month to get a discount on deliveries). He finally offered a store credit which does me no good as I need the little money I have left in my bank. *** attached the receipt and it appears the app is using the ************** amount as the basis for the bank card charge. The app is broken and they wont admit it! Ive just been on the phone with customer support and after waiting 20 minutes for the local store to be added to the call, ************* up on me and I was sent to the customer satisfaction survey. They have done this 3 other times in the past week and I am awaiting a refund, but Im not holding my breath!

  Customer Answer

  Date: 05/12/2023

  Yesterday evening, I submitted a complaint online about Safeway, grocery stores, forcing me to use very little money that I have in my bank account to pay for what shouldve been covered through my EBT card.
  
  I just received notice that Safeway tried to charge more money to my bank card! $1.56. Luckily, I had turned off access to my debit card.
  
  I sincerely believe this company figures that they can get away with this and figure that if they make it as difficult as possible to get a resolution, the customer will just give up. Im not giving up!!

  Business Response

  Date: 05/15/2023

  Greetings ***************************: 
  
  We are very sorry for the confusion regarding your recent grocery delivery order. Our records show that you were charged the correct amount of $36.54 for the items they received. The $34.98 was an estimated amount before the actual transaction and shopping of items and that lead to the difference of $1.56. 
  
  To compensate for the confusion, we have placed a $10.00 credit to your Home Shopping account. You will be able to view and use this credit in the payment section of checkout when placing your next delivery/pickup order. The credit will need to be manually applied during the checkout process when you decide to use it on a future order. 
  
  Additionally, our IT teams are aware of the issue with estimated totals for EBT/SNAP orders being calculated incorrectly. As mentioned above, please know that this is only affecting the estimated total when the order is being placed, and does not seem to be affecting the total charged to EBT/SNAP when the final charge for the order is made. However, we are working to get this issue with checkout fixed. We are unable to provide a date that it will be resolved, but please know that our teams are working to get this issue fixed as soon as possible. 
  
  Thank you for shopping with **. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20045128
  
  I am rejecting this response because:

  You are not addressing the actual problem with the *** problem.

  The problem is that I am required to charge some of the total to my personal bank account (of which I have very little funds) to be able to place the order. When I am buying all foods items, your system will still insists that I charge some of the total to my bank debit card

  The money is still missing from my account. The $10 covers the $7.95, but doesn't address the problem.

  What I am demanding is an aknowledgement that you forced me to charge part of the estimated total to my bank card.

  Do not send a canned response again.

  When will this problem be fixed?

  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:05/10/2023

  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 signed up for a Freshpass TRIAL on 05/03/2022 when I ordered groceries for delivery. The groceries were not delivered. I called customer service and tried to get it sorted but it was no help. The order was cancelled and refunded. I made it very clear I did not want the Freshpass and would not be ordering again. This week I got a renewal notice for the Freshpass at $99 a year. Which I assume I was also charged for last year as well after I made it very clear I did not want to continue it and would not be using the service. I attempted to cancel via the website but there is no option, I tried the chat but the rep refused to cancel it and said I had to call a special department. They also refused to remove my credit card info from the account. I should not have to jump through hoops or spend hours for somehting I never should have been charged for in the first place. I would like both years refunded and for you to stop stealing money from me!! Club Card number ***********

  Business Response

  Date: 05/15/2023

  Greetings *************************: 
  
  We sincerely apologize that your FreshPass subscription was not cancelled and that you were charged for the year subscription. Our teams have successfully cancelled your FreshPass subscription and refunded the $99.00 on 05/13/2023. Please allow 3-5 business days before this refund may reach your debit/credit card. 
  
  Thank you for reaching out to **. 
  ***
  Customer Support Center 

• Initial Complaint

  Date:05/06/2023

  Type:Product 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.

  For about a month or two , the Safeway store Address: ***********************************************...for their in store made cheese and Jalapeneo-Cheese bagels look terrible , almost no cheese. I talked to the store "administrator" twice and the third time he snapped at me saying "i already talked to them what do you want me to do?". Then i talked to ********************* or ******* the store manager who was quite rude ... he said "they know exactly how much cheese to put on". There is another Safeway a mile away but i am surprised how rude they are and they are trying o somehow save money on bagel cheese

  Business Response

  Date: 05/15/2023

  Greetings *********************************: 
  
  Your comments are concerning to us. Our teams are currently investigating your complaints. We will be happy to reach out to you when we have gathered our findings. 
  
  Thank you for reaching out to us.
  ***
  Customer Support Center 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20025759
  
  I am rejecting this response because: Safeway JUST said they are investigating ... nothing else ... 
  
  Sincerely,
  
  *********************************