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

590 total complaints in the last 3 years.
229 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:04/05/2025
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 still have not been refunded for my order i never received ********* its been way more than 7 business days
Business Response
Date: 04/08/2025
Greetings ****** ********:

Thank you for reaching out and bringing this to our attention.

We would like to confirm that the refund request for Order #********* amounting $125.47 has been successfully processed. An email confirmation will be sent to you shortly.

Please note that depending on your financial institution, it may take ****************************************************** your original form of payment.

We appreciate your patience and thank you for choosing to shop with us.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:04/04/2025
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 am writing to file a formal complaint regarding an issue with my order #*********, placed on April 2, 2025, for a total of $66.03. I have yet to receive the items I ordered, and despite multiple attempts to resolve the situation, I have not been issued a refund or received a satisfactory response.Order Details:Order Number: ********* Order Amount: $66.03 Delivery ************ Wednesday, April 2, 2025 Issue: The order was never delivered.Timeline of Events:I placed an order for grocery items, which was due to be delivered on April 2, 2025. Unfortunately, the items were not delivered on the scheduled date.I immediately reached out to Safeway customer service to inquire about the missing order.I was assured that the matter would be investigated and that a refund would be issued.Despite these assurances, I have not received the refund or any further communication from Safeway regarding this issue.Given that I did not receive the items as ordered, I am entitled to a refund under Safeway's policies, and I kindly request that this matter be resolved immediately.
Business Response
Date: 04/04/2025
Greetings **** *******:

Thank you for bringing this to our attention.

After further investigation, we can confirm that a refund request for order #********* was escalated and submitted on April 3, 2025. Please note that the refund is currently undergoing the standard processing timeline, as it is part of an active investigation related to the missing order.

We understand the importance of this matter and want to assure you that it is being handled appropriately. Refunds typically take 57 business days to reflect, depending on your financial institution.

We apologize for the inconvenience and appreciate your continued patience as we work to resolve this.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 04/09/2025

Complaint: 23160723

I am rejecting this response because: it has been over 7 days and I have still not received a resolution from Safeway.

Sincerely,

**** *******
Business Response
Date: 04/23/2025
Greetings **** *******:

Thank you for your continued patience. Wed like to inform you that a refund in the amount of $66.03 for Order Number: ********* is currently being processed. The refund will be issued to your original form of payment and may take 57 business days to reflect, depending on your financial institution.

We appreciate your understanding as we work to resolve this matter.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 04/24/2025

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:04/02/2025
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 complained about no one atteding me at on open till for over 5 minutes when I complained to a staff member she called me an a****** i asked to speak to the manager and when I told him he got very defensive at me and to not shop at his store ever again!!
Business Response
Date: 04/02/2025
Greetings **** ******:

Thank you for sharing your experience with us. We understand how important it is to feel valued and respected while shopping, and we take your concerns very seriously.

We have noted your account of the incident, including the lack of assistance at the open till and the interactions with both the staff member and the manager. Please know that we expect all our team members to treat customers with courtesy and respect, and we are looking into this situation to ensure it is addressed appropriately.

To assist us in investigating this matter, could you please provide the address or location of the store where the incident occurred? Additionally, we would appreciate it if you could confirm whether you have an account registered with your phone number and email. This information will help us locate your records and proceed with our investigation.

Thank you for bringing this to our attention. Your feedback is invaluable to us, and we are committed to making improvements to enhance your shopping experience.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:04/02/2025
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 happened on April 2nd what it is is a security guard and he's he's trying to find everybody give me somebody don't do nothing here and then you know you're smart talk to them and the story for this thing outside the fat people you just he needs to go before he gets hurt or hurt somebody else and last night he got in my face because he wasn't acting professional and I told him and he cussed me like a dog and the stupid stuff you know and if you don't quit you know thank you he is Brazilian one.
Business Response
Date: 04/02/2025
Greetings ******* ******:

Thank you for bringing this matter to our attention. We take concerns about safety and professionalism very seriously and want to ensure that our customers feel comfortable while shopping.

To help us investigate this situation further, could you please provide the location of the store where the incident took place?

We would also appreciate it if you could confirm whether you have an account registered with your phone number and email. This information will help us follow up with you promptly.

Your feedback is important to us, and we are committed to ensuring a safe and respectful environment for all our customers.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:04/02/2025
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 I'm needed to talk to someone, I'm having an issue with an employee who works at Safeway, I actually stopped shopping there 6 months ago because the employee wouldn't stop bringing her electric bill to work and telling other employees and customers that I was sending her that to her house, so I stopped shopping there because I felt they were harassing me, today I come in second time in 7 months for soda sale, and the same employee seen me and started telling everybody very loudly that I'm sending her p@rn to her, and I had other employees coming up to me about this and asking me if this was true. I have know idea where this crazy employee ********* person problems are but I would like to be able shop there once in while without being harassed/ or slandered!
Business Response
Date: 04/11/2025
Greetings *. *****,

Thank you for contacting us regarding this matter. Our **************** Manager for **********************/********** attempted to reach you by phone, but the call was routed to voicemail. They have also sent you an email about this matter. Please feel free to call back or reply to the email at your earliest convenience to discuss your experience in our store. You can reach our **************** Manager directly at ************, or you can provide the best number and time to contact you.

*******
Customer Support Center
Case ID: ********
Initial Complaint
Date:03/31/2025
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 am reaching out to formally complain about my concerns regarding a refund denial at the Safeway location (********************************) On 3/25/25, I attempted to return a purchase WITH a VALID receipt, expecting to receive a refund of $139. However, the customer service representative informed me that my refund would need to be entered as a "request", still unsure as to why, when Safeway has a return policy that CLEARLY STATES "no questions asked", and that I should be hearing back from someone in a few days. Well fast forward to today, I walked in and the customer service representative informed me that my refund was denied but was unable to provide a clear explanation as to why.This situation has caused me significant inconvenience, especially as it is the beginning of the month and I have financial obligations that I was counting on this refund to help cover. Given that I had a legitimate receipt, I believe my return should have been processed in accordance with Safeways return policy.I kindly request that this matter be reviewed and that my refund of $139 be processed as soon as possible.
Business Response
Date: 04/01/2025
Greetings ****** ***********:

Thank you for reaching out regarding your recent experience at our Safeway location on ************

We understand your concern about the refund denial despite presenting a valid receipt.

To assist you further, we kindly ask that you provide a copy of your receipt or order number. You can also provide your phone number or email linked to the account.

Once we receive this information, we will reach out to the store location and the customer service team involved to gain clarity on the situation. We are committed to resolving this matter as quickly as possible and will keep you updated on the progress.

Thank you for your cooperation and for bringing this issue to our attention. Please let us know if you have any additional information that may help us with our investigation.

Sincerely,

******
Customer Support Center
Case: ********
Customer Answer
Date: 04/04/2025

Complaint: 23140884

Here is the copy of my receipt that the store took.

Business Response
Date: 04/11/2025
Greetings ******,

Thank you for contacting us regarding this matter. Our **************** Manager for ********************** attempted to reach you by phone, but the call was routed to voicemail. Please feel free to call back at your earliest convenience to discuss your experience in our store, or provide the best number and time to contact you.

*******
Customer Support Center
Case ID: ********
Initial Complaint
Date:03/26/2025
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.
Complaint Regarding Delayed Pickup Order and Unacceptable Substitution Order #********* Dear Safeway Customer Service,I'm writing to formally ********************** my frustration with a recent pickup order I placed at your *********, ** location (Order #*********).My order was scheduled for pickup between 7:00 PM and 8:00 PM on Tuesday, March 25, 2025. However, despite arriving within the pickup window, my order was not ready until after 8:20 PMwell past your stated deadline for order pickup. This made it impossible for me to receive my order within the designated timeframe, which defeats the entire purpose of scheduling a ********* make matters worse, one of the key items I ordereda rotisserie chicken advertised for $6was substituted with a different chicken product that cost over $20, more than three times the original price. This kind of substitution feels like a bait-and-switch tactic, which is not only misleading but egregiously unfair to your customers.I expect better transparency, communication, and care with order substitutionsespecially when the replacement is significantly more expensive and outside a reasonable price range for an advertised product.I respectfully request:A full refund for the substituted chicken.An explanation for why my order was delayed past the pickup window.Steps your team will take to prevent this type of experience from happening again.Please let me know how this matter will be resolved. I can be reached at this email or by phone if needed.
Business Response
Date: 04/03/2025
Greetings ***** *******:

Thank you for sharing your experience with us regarding your recent pickup order (#*********) at our *********, ** location. We understand the importance of receiving your order on time and with the correct items, and we take your feedback seriously.

We apologize for the delay in your pickup order and understand the inconvenience this has caused. We are currently looking into why your order was not ready within the designated pickup window of 7:00 PM to 8:00 PM. We are committed to identifying the cause and ensuring that our team adheres to the scheduled pickup times.

Regarding the substitution issue, we understand your concern about the significant price difference between the advertised $6 rotisserie chicken and the substituted item costing over $20. Our substitution policy aims to replace items with similar products when the originally ordered item is unavailable. However, we agree that the replacement should be within a reasonable price range.

We are also reviewing our substitution practices to ensure that similar issues do not occur in the future. Your feedback helps us improve, and we truly appreciate your understanding and patience.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:03/24/2025
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.
On 03/01/2025 I ordered a Safeway Delivery Order through the Safeway App order #********* totaling $156.90 when my order was delivered I realized I only got half of the things I paid for which totaled $82.10 I immediately contacted customer service in which I was told the refund would be received in 3 days I still to this date have yet to receive my refund. I've contacted the company almost daily for the past month and am always given the run around they tell me they have escalated my case escalation id #******** but nothing ever happens I contacted the storeanager at my local Safeway who argued with me I ordered through door dash which is incorrect. I just want my money refunded I used my EBT card which is my only means of buying food so not having my groceries or the money has created a difficult hardship for me and Safeways staff has had no care or compassion in regards to this
Business Response
Date: 04/02/2025
Greetings ******** *******:

Thank you for reaching out to us regarding your recent Safeway delivery order and refund issue. We understand the frustration and hardship that this situation has caused, and we appreciate you bringing it to our attention.

After further investigation, we're pleased to inform you that your refund of $82.10 has been processed. You will receive an email with details regarding the refund. The refunded amount will be credited to your original payment method within 5-7 business days.

We apologize for the delay and any inconvenience this may have caused.
Thank you for your continued patience, and we appreciate the opportunity to resolve this matter.

Sincerely,

******
Customer Support Center
Case: ********
Initial Complaint
Date:03/22/2025
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.
I was promised a refund for a pickup order I was too sick to pick up. However, the customer service agent I spoke with never processed the refund as it has now been 7 business days with no refund. This is some of the worst customer service I have ever received and ********************** is not going to just steal almost $60 from me. I have now disputed the charge with my bank because of your deceitful customer service.
Business Response
Date: 03/24/2025
Greetings ****** ******:

Thank you for reaching out. We understand the confusion regarding the refund timeframe and appreciate your patience.

As per our records, the refund for Order #********* was escalated on 03/13/2025. Refunds typically take 7 business days to process, so you can expect to see the funds returned by any time today.

If the refund has not been received by this date, please dont hesitate to contact us, and well be happy to assist further. We appreciate your time and look forward to resolving this for you.

Thank you,

Arleen
Customer Support Center
Case ***********
Customer Answer
Date: 03/30/2025

Complaint: 23102550

I am rejecting this response because:
The refund apparently didnt go through because I had to dispute the charge with my bank

Sincerely,

****** ******
Business Response
Date: 04/04/2025
Greetings ****** ******:

Thank you for your patience while we work on this.

After further review, we can confirm that the refund for your order has been processed. You should receive an email confirmation regarding the refund shortly. Please note that it may take 5-7 business days for the refund to appear on your original payment method.

Were committed to ensuring this issue is addressed, and we appreciate your patience as we work through this process.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 04/04/2025

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. Just so you are aware, I disputed the charge with my bank so the refund may have processed twice.

Sincerely,

****** ******
Initial Complaint
Date:03/20/2025
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.
Greetings, my name is ****** **** *****! Im contacting you to complain about false advertisement and damaged goods during a delivery orders. I placed my first delivery order on March 16th 2025 order number *********. The order was over $80 and I was supposed to receive $30 off my order for the first time delivery. I contacted customer support via the app. I was denied the promo for the $30 off. Then on March 17th 2025 order number *********. The order didnt get to me until after 9 PM EDT and there was damaged goods in the bags. I asked for a refund via the app and was denied almost 3 days later. The reason it was denied is because they dont do refunds for certain items. I received an email stating that. Im disabled and only receive SSI and SNAP benefits. I used my SNAP benefits for both orders. Yet your company felt that I should be denied my claims. I feel false advertisements shouldnt be shown to the members of your loyalty club if youre not going to honor them. At this time I would like all my money back for the orders. The amount of the orders in total is $112.92 refunded back to my EBT card so I can shop where Im valued as a customer. Not treated like some vagrant of the street.
Business Response
Date: 03/21/2025
Greetings ******:

Thank you for reaching out to us regarding your recent order and the refund request.

We understand that you wanted to get a refund for the SAVE30 offer that was not applied to your first order because it did not reach the required amount to be eligible. Additionally, you requested a refund for the items that were damaged during delivery.

We investigated the order you provided and found that you spoke to a supervisor about order *********, and a $30 credit was applied to your account. This credit was also applied to your order with delivery date 03/21/2025 and order number *********. We sent you a copy of the final receipt for this order, which shows that you were able to use the credit. This receipt was sent to the email address linked to your account.

We also investigated order *********, your online refund request was initially declined due to the requirement to return the damaged items to the store. However, we have now processed a full refund of $25.47 for the damaged items. This refund will be credited to your original payment method within 3-7 business days. A confirmation email has been sent to your registered email address.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 03/21/2025

Complaint: 23096457

I am rejecting this response because: What was explained to me by the company that owns the supermarket. That the $30 off doesnt apply to those who use snap. Which theres nothing that states that. Prior to anything being taken off my order was over $80 dollars. Your store had false advertisement. When your owners state that those customers that use SNAP benefits arent allowed to take advantage of your promos. Do respectfully, the 2 orders before this one you can give credit for both if those orders. I was advised that your market doesnt allow refunds of SNAP benefits. So someone needs to explain!!!! It doesnt take a week to receive SNAP back to my card. Its done in minutes. I havent received my money back and the information that was given isnt coming together with what you state and the corporation that owns you states!!!!!!

Sincerely,

****** **** *****
Business Response
Date: 03/31/2025
Greetings ****** **** *****:

Thank you again for your continued communication. We understand your concerns regarding the SAVE30 promo code and appreciate your patience.

After thoroughly reviewing your account, we can confirm that the $30 discount was credited to your account as per the terms and conditions of the offer. We have carefully examined your order details, and while we understand your request, the SAVE30 promotion had specific eligibility criteria, which were outlined in the terms and conditions. The credit was successfully applied to your account and used for order #*********, placed on March 21st, 2025.

We recognize the importance of clarity. While we understand your request for a refund for this promotion, the credit applied to your account reflects the resolution we could provide, and it has already been utilized in your recent order.

We value your feedback and appreciate your patience as we resolve this matter.

Sincerely,

******
Customer Support Center
Case: ********
Customer Answer
Date: 03/31/2025

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,

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

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Safeway is NOT a BBB Accredited Business.