Complaints

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

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• 

  Safeway

  PO Box 20 Boise, ID 83726

• 

  Safeway

  101 SE 82nd Ave Portland, OR 97216-1003

• 

  Safeway

  1051 SW 1st Ave Canby, OR 97013-3827

• 

  Safeway

  1455 NE Division St Gresham, OR 97030-4270

• 

  Safeway

  1535 N 1st St Stayton, OR 97383-1213

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: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,
  
  *******************

• Initial Complaint

  Date:04/02/2023

  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.

  well i went to the safeway gas station on mt view rd in ************* and i tried to get gasoline. I immediately needed to cancel the transaction because the hose had touched the 91 octane and I needed the cheaper stuff. at this point my bank account balance was at 0. i was unable to get fuel and my bank account was empty. after three hours of phone calls and speaking in person at not only the gas station part of the store but also inside the main store. no solution has yet been found. I have a receipt for $0.00 in gas and all the money in my bank account is gone. my bank still lists the transaction as pending. safe way blames my bank and my bank blames safeway. im inclined to think this is safeway policy as it never happened anywhere else and must either have something to do with safeway rewards program or the amount being 0 on the transaction. nonetheless it is not my fault and they have no right to take my money and hold it while collecting interest on it for any amount of time while also not allowing me to fuel my vehicle in return. this has put an great hardship upon me this evening and despite find a way to overcome this ridiculous circumstance and following the recommendations of the store manager, their support team and the support team at my bank. they still have not released the funds. making me unable to even purchase gas elsewhere or even go home or work tomorrow. this is such a ridiculous position to have put a person in and should in fact be a crime! i think they should compensate me for this completely unnecessary and terrifying experience.

  Business Response

  Date: 04/02/2023

  Greetings *********************: 
  
  We apologize for the confusion regarding your recent stop at our ********** fuel station. At fuel stations, a pre-authorization amount can be held for purchases made at a pump regardless of the amount being purchased. The reason is due to not knowing the dollar amount of gas that will be pumped before the transaction is complete; being that there is no signature required for pump transactions, there could be a risk of fraud. The hold is then released once the station receives the completed amount from the customer's financial institution. 
  
  Unfortunately, we do not have the tools to further assist you with your concern, but we ask that you contact our ******* Services team at ************** for more help and information regarding the pre-authorization charge. 

  
  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:03/27/2023

  Type:Delivery 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.

  One of my favorite sandwiches is a ******. When the Safeway in ******, ** added this sandwich to their menu over a year ago, most of the times I've ordered or tried to order it, they don't have the Marbled Rye bread that is used for the sandwich.In March 2023, Safeway had a special price for a ****** for $9 that included potato chips and a soda. I went to the ****** Safeway the week before St Patrick's *** and ordered the ******, but they didn't have the Marbled Rye bread, so I didn't order it. I spoke to the Assistant Manager **** and she said they would have the bread by the next week. I ordered a ****** there on March 17, St Patrick's ***, and once again, they didn't have the Marbled Rye bread so I didn't order the sandwich. I spoke to the Store Director (female) about my frustration that the ****** Safeway didn't have the correct bread to make a sandwich that was the special for the month. The lady at the deli said they did not have the Marbled Rye the entire time of the special.I called the Safeway in *********, ** and they had the Marbled Rye bread, so I drove 4 miles to this store and got my ******. The lady at the deli said they usually have this bread to make sandwiches. Why does this store have the Marbled Rye bread most times and the ****** store almost never have it?I called 877-Safeway on March 17 to complain about not having the Marbled Rye bread to make the ****** that was a special sandwich at the ****** Safeway and I received case #*******. I was told a district manager would contact me. I called again on March 23 because I had not been contacted by the district manager, and the case was escalated. To date, I have not received a call or response to my complaint about the ****** Safeway almost never having the Marbled Rye bread to make the ****** sandwich, but the *********, ** store having it most of the time.

  Business Response

  Date: 03/27/2023

  Greetings *****************************:
  
  We sincerely apologize that you have not been able to order the ****** sandwich from your ****** Safeway store due to the lack of marble rye bread, and we are sorry that you have not been contacted further regarding this issue. We have reached out to our ******************* team to have a team member contact you to further assist you with this issue. 

  
  Thank you for shopping with us. 
  Tim 
  Customer Support Center 

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19856557
  
  I am rejecting this response because: I have spoken with customer service agents at ********************** before about this issue, but I still do not have a resolution. I would like a response from a someone in a management position to respond to my complaint.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/05/2023

  Greetings *****************************: 
  
  We apologize that this has not yet been resolved for you. We have asked our Management Team to reach out to you to further discuss and resolve this issue. A member of our Management Team will be reaching out to you as soon as possible by your listed methods of contact. 

  
  Thank you for shopping with us. 

  ***

  Customer Support Center 

  
  

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19856557
  
  I am rejecting this response because:  I have spoken with representatives at 877-SAFEWAY several times and have case number #******* regarding this matter.  I was told by the representatives that a district manager would contact me and it has been almost a month and I have not been contacted.  I requested in my BBB complaint to have a management person respond and to date that has not happened.  I am rejecting this response because I would like a management person respond to my BBB complaint as opposed to a customer service representative.  Based on me not being contacted by a district manager about this matter in close to a month, I do not believe that a someone from Safeway management will contact me via phone or email.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/20/2023

  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.

  March 11th 2023, ************ ******* Safeway pickup order placed through the app. In the amount of $354.53 Tuesday march 14th I got a text from a store worker saying that they will issue a refund and that itll show within 3-5 business days. It has been 5 business days since this. I have not got refunded and that was all of my food stamps for the month.

  Business Response

  Date: 03/20/2023

  Greetings *****************************: 
  
  We sincerely apologize that you have not yet been refunded for your order from March 11, 2023. We have processed a refund in the amount of $354.53 for this order. 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.

  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 03/20/2023

   
  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:03/18/2023

  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 made a purchase order through amazon, amazon says they are open until 8, i walk in before 730, and they are closed. if they are not open, they should not advertise as being so. this was meant to be a gift and i live on little as is, and with gas prices and everything else raised in price, this makes life that much more difficult.absolutely ridiculous! unacceptable!

  Business Response

  Date: 03/20/2023

  Greetings *********************: 
  
  We apologize for the difficulty you had making your Amazon purchase at our ********** store. We have confirmed with our store that Amazon purchases can be made as late as 7:30pm. However, we are not responsible for the listed hours on the Amazon website. We ask that you please reach out to Amazon customer service for further assistance getting this corrected. 

  
  Thank you for reaching out to us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:03/16/2023

  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.

  Your associate ******* from the ************** location (3/9/23) screwed up my coupon from GoodRX. The following coupon is supposed to work in the system---she was clueless on how to process this and screwed me up!

  Business Response

  Date: 03/19/2023

  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. 
  
  To make this right, we have thorough documentation of this incident and we have 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. 
  
  We ask that you please return to the store pharmacy at your earliest convenience with your receipt and a copy of your GoodRx coupon for a refund. If you would like to be contacted personally by a member of our store's Management Team regarding this issue, please respond here letting us know. 
  
  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:03/13/2023

  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.

  Attempted to get refund for items overcharged from an advertisement on food items. The customer service desk was closed during the initial purchase therefore, had to come back to store location ****. The manager on duty ****** disposition was rude, combative and unwarranted. Other customers there encountered the same with this manager. She is loud and obnoxious. I wasn't able to resolve the issue and now will have to make another unnecessary trip to the store to attempt resolution.

  Business Response

  Date: 03/21/2023

  Greetings ***************************: 
  
  We would like to apologize for the unfortunate experience you had at Safeway.  We strive to provide the best service possible, and it sounds like we didn't meet your expectations. Our Store Director ******* would like to personally assist you in resolving this matter.  Please feel free to contact ******* at ************.  We look forward to hearing from you at your earliest convenience to resolve this matter. 
  
  Please feel free to respond here or contact our Customer Support team at ************** if you have any other questions or concerns in the meantime. 
  

  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

• Initial Complaint

  Date:03/13/2023

  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.

  Purchased $200+ of groceries to be delivered. Over 24 hours later I have not received my items or any notification from the store. I called customer service and they apologized for the delay, said the items were on the way, and said I would be contacted by the store shortly. Over 2 hours later, I still dont have my groceries or any communication. This branch is conducting fraudulent sales.

  Business Response

  Date: 03/29/2023

  Hello

   

  It seems the order was redelivered to the customer and the customer has submitted another to be delivered today.

   

  Thank you for your time and we aplogize for any trouble this caused. 

  If you have additional questions, please call us at ************.  

   

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

  Customer Support Specialist

  Albertsons Companies
  Case 03552546

   

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, this Is *********************, we've moved from the westside of town using Safeway pharmacy westside. Since we've been trying to get my meds on time and without notifications! So I had several prescriptions due and I had no idea til I went to the pharmacy and the manager ****** had someone else take care of me because I had over 6 meds ready for me and I had provided my phone # to text me so I went a hole month without my prescriptions! There has been no communication and ****** had told me when we get used to you we'll get it right and it's been since July of "22" ? I've tried switching to CVS but they don't felill curtain meds so I have no choice but to go back to ******************************* so he doesn't like me because of my color or heritage? I don't know but my meds were put in I bunch of small pill bottles ****** full so when I opened them they went all over the floor, and um a disabled man, could you please help me to get this resolved. The meds I'm used to get from ******************************* in one big bottle not several it's done on purpose! He treats me bad is very rude and has his favorites! And used to serve me but I called him out on it after that he doesn't serve me treats my wife just as bad! So I watched him for about 39 minutes while waiting in line and treats people very differently especially with the the women customers!

  Business Response

  Date: 03/09/2023

  Greetings *********************: 
  
  Your comments are very concerning to us. Please respond here confirming if the store and pharmacy location you are referring to is *****************************************************************************. We look forward to hearing from you. 

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

• Initial Complaint

  Date:03/07/2023

  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.

  Safeway's printed posters and brochures promised up to $75 for customers to transfer their prescriptions to Safeway from other pharmacies. The Safeway pharmacists told me Safeway would put the credit on my Safeway card. I transferred my prescriptions to Safeway and about 10 days later went to purchase some groceries. At that point, Safeway told me they never put credit on customers' Safeway cards, and they would not honor the promises made in the pharmacy brochures. I returned to the pharmacist and she confirmed they had no way to add credit to a customer's card and would not honor the promises made in the printed materials.

  Business Response

  Date: 03/07/2023

  Greetings *******************: 
  
  We apologize that you did not receive the $75.00 off coupon when you transferred your prescription to our pharmacy per the advertisement provided. Unfortunately, we are unable to provide a credit in the amount of this coupon. In order to receive it, we ask that you please return to the store pharmacy or customer service desk with your receipt from the transaction, as well as the information from your prescription that was transferred. Additionally, if you would like to be contacted personally about this experience, please respond here letting us know that you would like to be contacted, and we will have a member of our store's Management Team reach out to you for further discussion. 
  
  

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19552936
  
  I am rejecting this response because the Safeway response is not clear. The Safeway response says, "Unfortunately, we are unable to provide a credit in the amount of this coupon."

  The response also says, "In order to receive it, we ask that you please return to the store pharmacy or customer service desk with your receipt from the transaction, as well as the information from your prescription that was transferred."

  Is Safeway offering a store credit or not offering a store credit? Please respond. I will not return to the store pharmacy for the purpose of Safeway rejecting my claim a second time.

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

  Business Response

  Date: 03/16/2023

  Greetings *******************: 
  
  We apologize for any confusion regarding our previous message. Unfortunately, we at Customer Support are not able to provide you a voucher or add a credit to your account with us as requested. Your inquiry of receiving the $75.00 coupon can be handled only at the store level. 
  
  Please respond here with the store location you visited so we can have a member of our store's Management Team contact you to get this resolved. 
  

  
  Thank you for shopping with us. 
  ***
  Customer Support Center