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

589 total complaints in the last 3 years.
228 complaints closed in the last 12 months.

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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:05/05/2023
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 placed on online pickup order to be picked up at the Safeway in **************** on 4/22 because their diet pepsi was on sale and it showed they had them on hand. I received a text that they didnt have them so I went online with chat and cancelled the order before the pickup time, but they went ahead and charged my **** for $22.37. I placed the same order on 4/25 for the Safeway in *********, ** and again the system showed they had the pepsi on hand and they didnt. As before I cancelled the order and my **** was charged $18.55.I have now have called their **************** number at least 3 times trying to get my refund. I was told on 4/26 that they would request the refunds again and it would be done in 5 - 7 business days. Its now been 7 business days and I dont have them. I just called **************** and they dont know when they will issue my refunds. I have should have never been charged in the first place for orders that I did not pick up, especially when it was Safeway's fault for not having accurate inventory.
Business Response
Date: 05/09/2023
Hello and Thank you for reaching out.
We have refunded $22.37 for order ******** and $18.55 for order ********. I have emailed the refund receipts to the email on file. Please accept our sincerest apologies for the delay and stock issue. We have submitted your comments to our ********************* teams for your Division and an investigation will be conducted. We truly appreciate your patience and if we can assist further, please let ** know.
Thank you for shopping with **,
*****************.
Customer Support Center
Case #********

Customer Answer
Date: 05/14/2023

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:05/02/2023
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.
Order ******** placed on 4/11 was marked delivered and never received. Reported the issue same day and was told a refund would be processed. Did not get confirmation and was told to speak with payment services. Case FIN0048375 was opened with payment services. Advised to wait 5-7 business days for a response from management to refund the order. As of 5/2 refund still not received. I have been speaking with **** in this department.
Business Response
Date: 05/04/2023
Good afternoon,
Thank you for reaching out. Our records indicate the order was delivered to the correct address. Please see photo's attached. If there is anything more that we can do, please let ** know.
Thank you
*****************
Customer Support
Case: #********

Customer Answer
Date: 05/04/2023

Complaint: 20011536

I am rejecting this response because: this is entirely incorrect. As explained multiple times I didnt receive the order. The photo shown is also not of my house. The company is continuing to lie to me saying they will be refunding my money and finding every excuse not to refund it. If thats the case Ill be disputing the charge. Its $60 and theyre acting like its $600.

Sincerely,

***********************
Business Response
Date: 05/10/2023
Greetings ***********************:

Please accept our sincere apologies that the store failed to process your refund as requested. We have processed the refund for you today, 05/10/2023 in the amount of $66.70. 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 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 ** at **************.

Thank you for shopping with **.
***
Customer Support Center
Initial Complaint
Date:04/28/2023
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.
04/25/23 17:27 I bought two packs of Oreos, I was due $1.02 in change. Manager then overrode the transaction but that still left me due .02.The manager said it's "illegal for them to Cashback" I asked if I'm receiving .02 why aren't also receiving the dollar she overode? She told me, "fine, you don't get anything".I said what I was doing isn't wrong and I'm going to show her my process again. I come back into the store, I go grab more Oreos. The manager rips the products out of my hand. I grab different Oreos and walk around her. I mentioned as it stands, she stole money from me because she refused to give me my change.I go to check out, she tells the guy at the register to not check me out.He continues to check me out, then manager sends her assistant to physically remove the attentive at his station and override the process.She mentions she's calling the cops, to which I asked to please do so that we can both talk to them.Police get there, they listen. One cop goes inside, and comes out with $1.02.The cop informed me, next time they see me there I'm being charged for trespassing. I've always experienced Safeway to be a welcoming and humble place. Never would the thought cross my mind this environment would breed hostilely towards it's customers. I'm being penalized for my patronage.This chicanery and gross over-reach shouldn't be tolerated. I have the police report 2023-06831.
Initial Complaint
Date:04/26/2023
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 an online order on 4/15/2023 for less than $100. When they finished my order they added substitutions when I requested NO substitutions. The substitutions were ridiculous and way higher than what I selected. My total ended up being $137.97. I chatted with **************** and had them cancel the order. The 1st person I spoke to that canceled the order said I would receive my refund in 3-5 business days. The same day I received a partial refund of $76.11. I then reached back out and spoke with ******. I told her I only received partial. She stated it showed the whole order was canceled and I should receive my refund.The next day still nothing. I then reached back out and I spoke with ******** and she stated I would receive my refund in 5-7 business days. On the 7th day I spoke with ****. She then told me to wait til the 8th day if I havent received anything that they would process it and Ill receive my refund.On the 8th day which is today I spoke with ****** again this morning around 8amand she stated there was no update on my refund and she was putting some form in. I stated I would like my refund today because I have waited long enough and nothing has need done since there was no update. She stated her filling out the form will get my refund today.It is now 8pm and I spoke with *********. He gave me the run around then I asked for a supervisor he kept procrastinating trying to get me to let him fill out ANOTHER form. I told him no thank you. I need to speak with a supervisor to have this resolved. He told me to hold on then ended the chat.I just would like my refund.
Business Response
Date: 05/01/2023
Greetings ***************************:

Please accept our sincere apologies for the trouble you had with your Drive Up & Go order. We truly appreciate your patience in this matter and have notified our Online Shopping Director so these issues are not repeated.

Our records show that refunds in the amounts of $76.11 and $61.86 have been refunded to your debit/credit card on 4/15/2023 and 4/27/2023, respectively, totaling $137.97. Please allow 3-5 business days for these refunds to reach you. Additionally, we have sent refund receipts to the email address registered to your account for your records.

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: 05/02/2023

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:04/25/2023
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 was being overcharged and refund was not provided. Starting 3/27/23, there is a glitch in Safeway system that my employee discounts were not being applied on any of my purchase. I called customer services on 4/11/23 to explain the situation. Instead of giving me an actual refund to the credit card that I used, I was provided some $29.** amount of credits in my member account to be used for future purchase. I then scheduled an online grocery order to be picked up, but I had to cancel. Instead of cancelling the order and reverting all the charges, the store processed my order and claimed that it has been picked up, and then refunded the items. By doing so, the credits of $29.** that was in my account is used and no longer active. Basically, I still not being provided with the refund or credits of overcharges on the purchases that was made from 3/27/23 to 4/11/23 - and the first customer representative calculated that to be $29.**. I tried to customer services on multiple occasions via live chat and phone call, none of the representatives were helpful. I want the business to refund me my money and to provide compensation of all the time that I have wasted on this situation.
Business Response
Date: 04/28/2023
Hello
Thank you for reaching out regarding a missed incentive. According to our records, the employee did receive all the expected incentives. Please see attached receipts at the bottom. "Employee Savings". In regard to order ********, the customer was given a full refund to the Credit Card on file for a "No Show" on 04/13. There are no other credits or refunds on the account nor is there any documentation to support a "credit" on the account. . Please let ** know if we can assist any further and we are happy to do so.
Have a momentous day.

*****************
Customer Support Specialist
Albertsons Companies

Ref: 04278948

Customer Answer
Date: 04/28/2023
Complaint: 19978781

I am rejecting this response because:

The business is unable to apprehend the situation.
On 4/11/23 at around 4pm PST, I called the **************************** in regards to the employee savings that had been missing on my recent transactions and the digital receipts were loaded in my account. I was then transfer to Safeway ******** Services line. The representative spent almost an hour to calculate the employee savings that I was owed and he calculated that to be $29.**. He put this amount of credit in my account to be used on my future purchases. (Time stamp was attached). If the business did proper documentation, there should be such incident noted in my account and the solution that was provided to the customer. I had also made a purchase on 4/12/23 and the receipt shows CSTMER SRVE CREDIT. The fact that the business says There are no other credits or refunds on the account nor is there any documentation to support a "credit" on the account. is a lie. I was able to apply part of the credits to my one of my purchases. (Receipt is attached.) It is not my job as a customer to make sure if the business put any documentations when an incident happens. If this customer service credit is not the credit is not the credit I have been referring, I dont know what that is then.
On 4/11/23 evening, I placed an online order to be picked up. As shown on the email confirmation, the prices of each item and the savings, there is no recent history of the sale prices that had ever been this low. (Feel free to prove me wrong). The prices shown right now in this attachment is the prorated final price after the credits that I was able to applied.
And please allow me simplify this for them. Due to a prior error, business issued a $10 credit for the customer onto their members account.  ******** placed an order of $100. ******** paid the transaction with $10 credit thats on the members account and $90 with their credit card. Then customer cancelled the order and was refunded $90 back to their original form of payment, the credit card.  Where is the $10 credit? It disappeared on this universe.

Now I am asking the business to do its due diligence and honor the employee savings that I was owed ($29.** that the first representative had calculated minus the $5 that I was able to use.)

Sincerely,

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

Business Response
Date: 05/04/2023
Greetings *********************:

While we do see the **************** credit that was successfully redeemed on your purchase on 04/12 in the amount of $8.00, we would like to note that the **************** credits are applicable only to in-store purchases and are not accepted in our system to be used towards grocery delivery or Drive Up & Go orders placed online. As such, we are confirming that upon review of your Drive Up & Go order scheduled for pickup on 04/13, there was no credit used to discount the order. Additionally, we see that the full amount of $25.90 charged for this order was successfully refunded to your debit/credit card.

We are not able to provide any further credit or refund for this order. We apologize for any confusion regarding this order or the credit that was previously added to your account.

Thank you for reaching out to **.
***
Customer Support Center
Customer Answer
Date: 05/10/2023

Complaint: 19978781

I am rejecting this response because:
1. Would you please go back and listen to or read the notes for ticket # ******** then explain to me where did the promised credit went?
2. Please explain every savings that showed up for each item on order # ********, in the form of regular price, sale price, and employee savings.
3. Since ***, **************** Specialist, saw that there was a $8 credit that was successfully redeemed on my purchase on 04/12, would you please credit $3 to my account because all I could see is $5 on my receipt Transaction # 000971093005423****1436. If that person was referring to a different transaction, please share the receipt with me.
Sincerely,

*********************
Business Response
Date: 05/15/2023
Greetings *********************:

Our records from case ******** show that the $19.00 **************** credit on your account was discounted on your purchase from 04/13/2023.

The listed discounts from order #******** are as follows:

COCA COLA CLASSIC 0.00 B
Regular Price ****
for U Savings ****-
2 QTY DIET COKE **** B
Regular Price 19.58
for U Savings ****-
SPRITE **** B

DARIGOLD CHOC OLD 3.50 S
Regular Price 4.49
for U Savings 0.99-
2 QTY BANQUET LI **** S
Regular Price 5.58
for U Savings 1.00-
DANNON LT ***** FIT 3.50 S
Regular Price 4.79
for U Savings 1.29-
COFFEE MATE LIQ **** S
2 QTY YOPLAIT SI **** S
Regular Price 7.58
forU Mfr Coupon 1.50-
for U Savings 1.60-
V CRNR WHOLE MILK **** S
Regular Price 3.99
forU Store Coupon 1.52-
V CRNR 2% MILK RDC **** S
Regular Price 3.99
forU Store Coupon 1.52-

HRML PPRNI PILLOW 4.79 S

SIG SNACKNG TOMATO **** S
Regular Price 3.79
for U Savings 0.46-
S FARMS ******** **** S
2 QTY PEPPERS BE **** S
LITEHOUSE POPPYSEE **** S

PT BUFFALO CHICKEN 13.07 S
PT HAM OFF BONE 8.03 S
Regular Price 9.34
for U Savings 1.31-

Unfortunately, since we see the full amount of the $8.00 credit was redeemed, we are not able to provide an additional credit. We apologize for the confusion regarding the credit. We are not able to confirm your transaction from the transaction number provided. If you would like to confirm, please send the listed date, time, and the numbers following the date and time near the bottom of your receipt; this information will appear underneath the line item reading "Total Number of Items Sold".

Thank you for reaching out to us.
***
Customer Support Center
Initial Complaint
Date:04/24/2023
Type:Billing 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.
False Advertising.Safeway promises discounts and coupons for opening a pharmacy account and transferring prescriptions there. I have done all the things required - scanned the coupon, opened the acccount, moved and filled prescriptions. There are no coupons despite MANY emails. They will not resolve the problem.This is FRAUD.
Initial Complaint
Date:04/19/2023
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.
On April 3rd 2023 I did an online order to pickup from Safeway at 3pm at 545pm when I didn't hear from Safeway I called n was told my order was ready went to pick up order had to go into store to let them no I had arrived went back to car and waited was not able to get my receipt because printer wasn't working while going through my order at home I did not receive several items amounting to ***** filed a dispute on April 5th dispute # ******* case #******** Safeway isn't disputing that the money is owed to me and I have been told it's holding in a bank to be credited to my account each time I have called I am being told something different today it's the bank is backed up and can't give me a date to get reimbursed which has now caused a hardship for my family. All I want is reimbursed for items not received and to not be given a run around for issues that was not my fault and are at store level.
Business Response
Date: 04/24/2023
Greetings **** Lose:

Please accept our sincere apologies that the store failed to process your refund as requested. Our records show that our ******* Services team has processed the refund for you on 04/05/2023 in the amount of $38.41. While 3-5 business days are typically allowed for a refund to be processed, 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.

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 regarding this refund, we ask that you contact our ******* Services team at **************.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 04/24/2023

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,

*************
Customer Answer
Date: 04/26/2023
Reguarding complaint number ******** I contacted snap card today no refund has been sent to snap office by Safeway for ***** snap office gave me a case # of ************** my issue has not been resolved and this has been my problem with Safeway during the whole process. I feel as if they are just trying to get me to go away. Please help me resolve this issue and just give me my money back and cut out the excuses and stop transferring me to others complicating the issue even more
Business Response
Date: 05/07/2023
Greetings **** Lose:

Our records indicate a refund request for $38.37 was submitted to the processor on April 17, 2023. While it typically takes 3-5 business days for ***/Snap refunds to be processed, this is only in reference to most in-store transactions where the ***/Snap card and PIN are present. In this case, the *** card was not present, therefore the refund request was manually submitted to the State, where the manual process takes much longer. *********** Services team did advise the customer the refund can take up to 30 days to post to her account, so we recommend the customer wait an additional 2-3 weeks. Should the customer wish to speak to a ******* Services supervisor or manager directly, they can be contacted at ************** or ******************************.

Thank you for shopping with **.
***
Customer Support Center
Initial Complaint
Date:04/13/2023
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.
A relative purchased 3 items from the pharmacy for me from this Safeway grocery store. Which is my local Safeway that I have been shopping there for over 10 years now. I was a blood pressure monitor and thermometer and another item from there. She gave me a receipt with the 3 items and the **** gift card used to purchase it. So I had the option to exchange or return it. I went to customer service and the assistant manager said that they cannot return the items unless I bring the debit card used. So they can credit back the money to the card. I explained to her that it was purchased on a **** gift card and she said thats not possible because the receipt said *****. She go get the card and come back with the items and receipt. So I came back with the **** gift card that was used to purchase the items and the same assistant manager said that the they cannot return the items because the the gift card was altered. The **** gift card was not altered. I dont even know how thats even possible. It was the correctly card that was used and I was going back and forth with this assistant manager and she said that I was now trespassing. And that they are calling the police. I didnt even raise my voice. I was just trying to explain that I did everything they aske d me to do. So I can return the items. So I left. To avoid any kind of trouble and avoid making a scene. I dont know why this is such a big deal. I have the items unopened and unused that were purchased at that store. I have a receipt. And I have the card that was used to purchase the items. And I still got denied. I was even asking for the money back. I would gladly accept a instore gift card for the amount that was paid for the items. Thats what happened and that is the truth. I dont think race was a factor here but that thought came to my mind. I also though maybe she was stereotyping me as a customer who was trying to scam them because there is a lot of homeless that hang out around there.
Business Response
Date: 04/13/2023
Greetings ***************:

Thank you for notifying us about your experience with our employee. We sincerely apologize for your poor interaction with our associate at the customer service desk; we would like to share your concerns with the Store Director so they can reach out to you. However, we will need a little more information to ensure this is addressed by the correct personnel.

Please provide the store location you visited so we may share this with our proper teams. Once this is provided, we can have our Store Director reach out to you to further assist you with your refund and your experience with our customer service associate.

Please feel welcome to reply, chat, or call us at ************** if you have any other questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 04/13/2023
the store was in *******,** on ******************. The store director was involved already. The assistant manager was saying she was told by the store director not to honor the return. Besides the embarrassment and them saying Im trespassing made me feel like I was doing something wrong. It seemed like they were thinking I was up to no good. But yes. I do accept the response.
Initial Complaint
Date:04/10/2023
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 not the first time I have clipped Safeway's rebate coupon and not received the payment. I have complained several times to the 'chat' customer service with no resolution. I buy certain items ONLY when a rebate is promised. I clip all my coupns in the app as instructed. There was a $10 rebate promised for buying 2 6-packs on Mang Cart wihihc I purchased on 4/9/2023. The coupon expired on 4/9 - I was well within the window on time mid day. There is now a new one (that I have nor clipped) again for the same deal and they are trying to have me prove I clipped the one beofre (it disappears after expiartion). They state again - they are 'escalating'. This is now in my opinion bordering on fraud - the prmise of a rebate for purchasing certain items and then not providing the rebate afterward - Safeway has the record that I purchased the required 2 6 packs to be eligible
Business Response
Date: 04/12/2023
Hello

The consumer contacted us 04/10. The customer was informed that the offer was not added to the Loyalty account when the purchase was made, therefore, the offer was invalid. The offer is actually good 03/29 to 04/25, meaning the offer is still valid today. We do see the customer has SINCE clipped the offer and it is, now valid to her specific Loyalty account. We have requested, per our conversation with the customer 04/10, from PayPal to honor the coupon. The customer was advised this process can take up to 6 weeks. If you need additional assistance, we are happy to help.

*****************
Cusgtomer Support Specialist IV
Albertsons Companies

Case ID ********
Initial Complaint
Date:04/03/2023
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 ordered groceries online from Safeway on March 8, 2023. When the groceries arrived, I was teaching online I my home & unable to answer the door. The delivery driver texted to say they would have to take the groceries back to the store. I messaged back to ask them to leave then & got no response. This has never happened before. I have ordered groceries online for delivery for over 3 ************ have always been left at my door without my answering due to no contact delivery. I contacted the Safeway who said they had arranged for redelivery. They also refunded my delivery fee & the driver tip. My groceries did not arrive at the second delivery time. I was given a $5 inconvenience payment. My groceries were rescheduled for delivery twice more. They didn't arrive. I spent hours on ************ trying to resolve the problem & finally opted for a full refund. Despite the fact that the small refunds were processed the day they were given, I was told the full refund would take 5-7 business days. After 7 business days I still had not refund. More hours on the phone. Every time I called no one seemed to know what was going on despite the reference numbers I provided. Every conversation was like starting over. I was repeatedly asked to wait longer & longer for the groceries and the refund with no results. This time after the 7 days, I was told there was no record of my full refund despite the reference number I was given & the email I had stating the refund was processed. I was told another refund would be initiated, but not for the full amount & that it would be another 7 days. The refund amount did process, but was not for the full amount. Safeway claimed they were refunding partial due to the previous small refunds; however, they did not add up to what I paid & did not include the inconvenience money paid. They also reported they would include a $10 inconvenience fee which I have not received. Money paid: $156.88 Refunds received:$3.95 $3.29 $7.52 $5 $137.12
Business Response
Date: 04/04/2023
Greetings *******************:

We sincerely apologize for the difficulty you had in receiving your grocery delivery order as well as receiving the refund when the order was not fulfilled as scheduled. As mentioned, the refunds processed for your order were the following: $3.29, $3.95, $7.52, and $5.00. Our records show that on 03/22/2023 an additional refund in the amount of $137.12 was processed to complete the refund of the whole order for a total of $156.88. Refunds will process from our end to a customer's debit/credit card within 5-7 business days. If you do not yet see all of these refund amounts on your credit card, we ask that you contact your banking institution for further information on when the refund will reach you.

Additionally, we have added a $15.00 credit to your Home Shopping account with us to be applied to a future order. This credit can be viewed and applied in the final step of checkout titled "Payment." The credit will need to be manually applied to your future order to be utilized and discounted from the order's charge.

Once again we would like to apologize for the trouble you had with this order and your refund. Please know that we have shared your concerns with our Management Teams to ensure that these kinds of issues do not persist.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 04/04/2023

Complaint: 19890197

I am rejecting this response because: the inconvenience fee was originally refunded to me directly, not given as a credit to my shopping account. The credit to my shopping account forces me to have to shop with you again to benefit. I will never shop with Safeway again. I should be given an invenience credit that actually means something. I had to purchase additional groceries and have double the cost while you fumbled with the refund of my money paid to you with nothing to show for it but stress and hours spent on chat and phone trying to resolve the situation that was no fault of my own. Your customer service was incompetent and resulted in a financial loss that impacted me as a single parent trying to feed my family. You have the ability to process a full refund in a timely manner and failed to do so.

Sincerely,

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

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