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.
230 complaints closed in the last 12 months.

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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:01/18/2023
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.
Today,I bought a giftcard in this store for my friend. Before going outside from the store, I suddenly realized that my friend may not like it, so I asked whether I can return it or change another thing, they said no. I don't understand why I can't return something I bought three minutes ago.
Business Response
Date: 04/24/2024
Hello *************,

Thank you for taking the time to reach out.

Please note that Gift Card purchases are non-returnable and non-refundable; All sales are final.
Can you please let us know which location you visited?

Don't hesitate to reply here or call our *********************** at ************.

Thank you,

Aryssa
***********************
Case ID: ********
Initial Complaint
Date:01/17/2023
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.
I have medications that are due to be filled and they wont fill them on the due dates without me having to call my doctor to have them call the pharmacy and the pharmacy then acts as if the doctor never called. Ive been present during such calls and they lie about it saying the doctor ***** called. Its ridiculous and Im going to have to change pharmacies. My should be filled today abcs they said to call my doctorI have a new script on file. They are not following my doctors orders.
Business Response
Date: 01/17/2023
Greetings *************************:

We sincerely apologize for the difficulty you have had with our pharmacy staff during your visits. We have shared your comments with our store's teams to ensure that all prescriptions are being fulfilled correctly and in a timely manner. We appreciate you taking the time to reach out to us and provide your feedback about your experiences. Please respond here letting us know if you would like to be contacted personally by a member of our Pharmacy Management Team regarding your concerns.
Additionally, feel free to 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:01/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on January 1,2023 I went to the ********, ********** , Safeway to get a few items for a New Year breakfast , I was going to purchase the items with my United Healthcare OTC Health benefit Card , I got in and hand the to cashier and she ran the items when she ran the items she told me the items not go through so she call over another cashier , she move me other to a different cash register and she ran the same items said the same things the items did not go through, and that it was nothing , so to go home and wait a few hour to check my balance on OTC card , so I did some money was missing off my OTC card , I went back to Safeway the cashier know that the balance was off , so they ran my card again and a few more time at customer service, I was told again my OTC did not go through , they told me again to go home wait a few days that how long it take the refund to go back on my OTC card ,when I got back home I check my OTC card balance again this time my balance zone i had zero balance on OTC card now I am at home on NEW YEAR day with zero dollars no items that I take home and without a NEW YEAYS breakfast ,they take $180.00 of my OTC card all I had on the card United Healthcare put $180.00 on a card every first of the month , I check my balance on the first before I went to Safeway, I had $180.00 on my OTC card but when I got back home I had zero, Safeway is the only store I want to that day, here is the transaction number from that day , (#**********-$37.90) (#********-$37.54) (#*********-$37.54) (#********-37.54) this last transaction was January 5, 2023 (#*********-$29.48) all I want is to have the $180,00 put back on my OTC card .
Business Response
Date: 01/17/2023
Greetings ***********************:

We are very sorry for this trouble you had of your OTC card being charged for your purchase, and not having received the items or a refund as of yet. Please know that we have shared your comments with our store's Management Team to ensure issues like this do not persist. Unfortunately, we at Customer Support are unable to process a refund to your OTC card for you. We ask that you please return to the **************** Desk of our ******** store at your earliest convenience for assistance with your refund, as it will need to be processed by our store's team. Once again, we apologize for any inconvenience this may have caused.
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:01/15/2023
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.
Today, I placed order ******** at safeway using a an *** card. I double checked that the *** card would be the one charged. Unfortunately, I'm not sure if there was some sort of glitch but I didn't realize the *** payment method had not saved and my old payment method was charged. I reached out to safeway and ****** was extremely unhelpful. The email confirmation for the order did not list the payment used, otherwise I would have canceled it right away to correct the payment. I don't want my money back, I have the items, I simply want the payment reversed on one card and charged to another. I spoke to a supervisor ********* , she gave me a number to call but she left the chat before I could respond with other questions which I have screenshots of. The way ****** handled this was not okay though, and he even called me a different name which concerned me as I wasn't sure if he was looking at the right account at one point. Both him and his supervisor seemed like they wanted to brush me off and not assist with this issue. I'm very disappointed with safeway employees and their lack of effort
Business Response
Date: 01/16/2023
Greetings *************************:

We apologize for the confusion regarding the payment on your recent grocery delivery order, and we are sorry that you did not receive adequate assistance from the Customer Support agent or supervisor you had spoken with. Your comments have been shared with our Management Teams to ensure that our customers who contact us are receiving the best level of service possible. Thank you for reaching out to share your experience with us.
Additionally, regarding the charge made for your order, you will need to return to the store that processed your order with a copy of the receipt, as the order will need to be processed as a refund, and then charged back to your EBT card as needed. Our records show that the store that fulfilled the order is located at 4811 *****************, *******, *******, 85033.

Thank you for shopping with **.
***
Customer Support Center
Initial Complaint
Date:01/13/2023
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.
The pharmacy department at the Long Gate shopping center is the worst. They never answer the telephone, they hang up on their customers and do not return calls. They are very unprofessional. They processed a prescription (opiate) whereas the insurance company paid for it and it was showing waiting for pickup, which prevented another pharmacy from receiving and filling the prescription to the customer. However, although there was an active script, the Safeway pharmacists would not issue the prescription to the customer until the doctor said it was approved because the prescription was being ordered two weeks prior to the 90 day time frame. So the pharmacy would not answer the phone, fill, or transfer the prescription to another pharmacy. The customer suffered from the unprofessional treatment from the pharmacy. They refused to do their job and why because they are not made to be accountable for their actions! If they were not going to fill the prescription then why could they not discontinue the transaction so that it did not show processed and therefore, another pharmacy could fill it? They are breaking the law. I will be consulting with legal counsel as well. Thank you!
Business Response
Date: 01/17/2023
Greetings *********************:

Safeway pharmacies comply with all applicable federal and state laws regarding the filling of prescriptions. We are unable to discuss any specific patients without a valid patient authorization to discuss protected health information.

Thank you for reaching out to us.
***
Customer Support Center
Initial Complaint
Date:01/12/2023
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.
On 1/1/2023, I attempted to purchase groceries at this location using a gift card I received for Christmas. The gift card is saved to my phone. According to the card issuer, "customer must present eGift QR code payment either printed, or on mobile device to Checker as tender." Two people at the store declined to honor this card on 1/1/2023 even though I used the card at the same store on 12/30/2022.
Business Response
Date: 01/12/2023
Greetings *******************:

We are very sorry for the trouble you had using your E-Gift Card when shopping with us recently. When the ** code is presented by physical print or as an image on a mobile phone, our associates should be accepting the gift card. We will be sharing your comments with our store's teams for review, to ensure issues like these do not persist. Please respond here letting us know if you would like to be contacted personally by a member of our store's Management Team regarding your experience.
Feel free to 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
Customer Answer
Date: 01/12/2023

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:01/05/2023
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.
Was shopping twice at Safeway; both times over-charged: Called the Safeway customer service ******************* 1/2/**: Overcharged $4.32; the Safeway rep also said she was going to add ************************************************ as well as $4,32 added back to my account; 1/5/23: went to Safeway; NO credit of $4.32 added to may account; NO "rewards' added to my account and over-charged for $1 for another item This seems to be a pattern; it's not a lot of money, but if they are doing it to everyone, it would surely add up.If you need photos of the receipts, etc please let me know.both were at Safeway Store ****.
Business Response
Date: 01/05/2023
Greetings *************************:

We are very sorry that you were not charged correctly on your recent purchases, and that you were not properly credited for these transactions. However, we are happy to look into this with you. Please respond here with the receipts from the transactions where the overcharges occurred. Please also list the item(s) that were not charged correctly, as well as any digital 4U coupons that should have been applied, if applicable.
We look forward to hearing from you.

Thank you for shopping with us.
Tim
Customer Support Center
Customer Answer
Date: 01/06/2023

Complaint: 18691337

I am rejecting this response because: it didn't offer any compensation. Attached you will find 1. the receipt showing that I was overcharged for blueberries(0419) and overcharged for toothpast(0422 and ****) for a total of **** overcharge. The appropriate coupons can be found in my account. I would also note that I previously contacted Safeway customer service*************) and was told the money would be credited to my account-it was NOT credited. So I've wasted a lot of time, repeatedly, just trying to get money back from Safeway's original overcharge.

Sincerely,

*************************
Business Response
Date: 01/19/2023
Greetings *************************:

Thank you for your response containing this information about your purchases and the 4U digital coupons that were not successfully applied. Once again, we would like to apologize for any inconvenience this has caused. Unfortunately, we are unable to confirm that these offers were clipped to your account due to the date of their eligibility, so we have escalated your concerns to our IT team for review. Please know that once we have confirmed this with our IT team, we will be happy to further assist you with your credit.
In the meantime, we ask for your patience while we look into this. Unfortunately, we do not have a timeframe that this will be resolved, but we can assure you that we are working to get your concerns addressed as quickly as possible. Once we have an update or resolution for you, we will be contacting you at the listed phone number to let you know. If we are unable to reach you, we will leave a message with our details and a phone number to reach us if needed.
If you have any other questions or concerns, please feel free to respond here or contact our Customer Support team at **************.

Thank you for shopping with us!
***
Customer Support Center
Customer Answer
Date: 01/26/2023

Complaint: 18691337

I am rejecting this response because: Simply put, *********** at Safeway is wrong, and I take exception to the response which says they can't confirm the coupons were clipped correctly. That, in its entirety, is wrong. I explained this fully to "***" on Sunday 23 January 2023 at 4:30pm-yes, he called me on a Sunday afternoon at dinnertime-and have previously supplied the store receipts which show that *********** is wrong.
Why Safeway refuses to admit this and make corrections is beyond me, and frankly it's troubling, as I can only imagine how many other customers have been over-charged in similar situations.
The response, as detailed above, is a great disappointment. I can't imagine why Safeway won't admit its mistake and make amends.

Sincerely,

*************************
Business Response
Date: 01/31/2023
Greetings *************************:

We do apologize that our call regarding your 4U offer redemption was inconvenient for you, and we are sorry for the confusion regarding these offers. We would like to note that, per our conversation, an $8.00 credit was added to your account as compensation for the missed redemption of the digital offers for the toothpaste and the blueberries. Our records show that this credit has since been redeemed.
Please let us know if you have any other issues or questions.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 02/06/2023

Complaint: 18691337

I am rejecting this response because: We are sorry for "confusion" is not an apology, and it totally ignores Safeway's total responsibility for the problems caused. How about "We are sorry for causing this issue, and are working to correct the IT problems highlighted by our failure to honor coupons correctly clipped and added to your account. The fault in this case Safeway's."

And I'd note the $8.00 credit-since "redeemed"-was simply returning me to where I should have been in the first place-again, no apology for the multiple mistakes made by Safeway; instead, an effort through obfuscation to avoid responsibility.
Whatever happened to apologizing for making mistakes at the expense of others? I reject Safeway's response, as they refuse to take appropriate responsibility for their errors.
"

Sincerely,

*************************
Initial Complaint
Date:01/03/2023
Type:Billing 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 9/1/22 I placed an order with Safeway delivery because I was unable to drive due to physical disability. I had placed it using my EBT card everything looked like it was getting charged to my EBT I even put in my PIN number so I didn't think to check the payment that was processed. Safeway makes you put a credit card onto your account however I did not authorize the full amount to my credit card. 9/4/22 at 1:23pm I first contacted the Safeway customer service after noticing that my credit card was charged for the full amount. On top of that I was charged taxes and fees on an all food purchase. They said they couldn't do anything for me after the payment was processed. I would have to go down to the store to get it fixed defeating the purpose of a delivery service. Super frustrating because I have zero income due to my disability and had no one to drive me. Through many other frustrating calls to customer service, inconveniently paying for a ride to 2 different stores to waiting for long periods of time because customer service failed to say I had to go to the store it came from. No one able to help me or give me any resolution. I attempt getting it resolved through my credit card, they tell me I have to get it resolved though Safeway. On 12/27 I made the last call to customer service trying to escalate things. I kept getting told the same things and that if I try to escalate things they'll tell me the same things. They did say when that mistake in payments happens there's nothing they can do eluding that this situation has happened to others. I'm discussed with the way I was treated by a store I've shopped at my entire life. I will have no problem with driving a longer distance just to avoid the treatment I got especially at a really difficult time in my life.Order #******** Delivery *********** September 1, 2022 3:00 PM 5:00 PM Delivery Address ******************************************************* Purchase Summary Final Total: $180.61 *******************************************************
Business Response
Date: 01/03/2023
Greetings ***************************:

We are very sorry for the difficulty you have had with your grocery delivery order, and trying to receive a refund for it. After reviewing your order, we see that the *** payment information was not correctly entered during the checkout process. We do require a credit/debit card to be entered during checkout for orders placed online, as not all items ordered may end up being applicable to to *** payment. Since the *** information was not entered during checkout, the order was charged to the credit card on file. We understand how this can be frustrating, and we do apologize for any confusion regarding your order.
Additionally, while we do provide deliveries, we are unable to accept refunds/returns via delivery. As such, all refunds/returns must be handled by our associates in-store. We see that your order was fulfilled by our store at 3320 **********************************************************. You are welcome to return to this location with a copy of your receipt and any items from the order that you would like to have refunded. Unfortunately we do not have another way of assisting you with a refund to your credit card for this order. We would like to apologize again for any inconvenience this may cause.

Please feel free to respond here if you have any other questions or concerns.
***
Customer Support Center
Customer Answer
Date: 01/10/2023

Complaint: 18674384

I am rejecting this response because:
I was previously told by another customer service representative that I didn't add an ebt card and that's why I got charged on my credit card (although I see that I have one on my account, added in September). Now you're telling me it was rejected because I didn't put the numbers in correctly. I double checked and it is the correct info. Additionally Safeways checkout system did not make it clear at checkout that my credit card was getting charged (to me that seems fraudulent). If it did I would have canceled the order immediately.
The Arden store is not close to where I live therefore really inconvenient for me. On top of that I'd need to rebuy everything then take it back to return it, including all the perishable stuff. All of those items are not the same price as when I purchased them. I think I'm going to need a little more than sorry.

Sincerely,

***************************
Initial Complaint
Date:12/18/2022
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 store # *** in ************* Staff is rude. Broke glass, trash every where. Food not keep safe. Food rotting selling expired food
Business Response
Date: 12/19/2022
Greetings *****************************:

We sincerely apologize for your poor interactions with our store's associates, as well as your experience finding poor quality products and a lack of cleanliness in our store. This is certainly not the kind of experience we want our guests to have when shopping with us. Please respond here letting us know if you would like to be contacted personally by a member of our store's Management Team regarding your concerns. In the meantime, we have forwarded your comments to our store's teams for review to ensure we are providing the best level of service possible.
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:12/16/2022
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 Stores **** are guilty of what has been entitled as a come on. This weeks ad features a great deal on 10lb bag ValBest Chicken Leg Quarters. For the member price of $5.00! Stating that it will be valid on this day only 12/16/2022. Upon arrival to the store I inquired about the product and was told by the meat department that it was not in the meat delivery, and wont be today at all. This isnt the first time that Safeway has ran fraudulent ads. But I must say their machination did what it intended to do. Is get you in the store to make some other purchase. Which I did but did not feel good about being manipulated. Shame on this grocer and their deceitful practice.
Business Response
Date: 12/18/2022
Greetings *********************************:

We sincerely apologize that you were not able to locate the 10lb bag ValBest Chicken Leg Quarters for purchase during your visit to our store on 12/16. We completely understand your frustration that this product was not in stock for the available 4U coupon you had located. As noted in our terms of use, not all items may be available when shopping with us. Per Section 2. We May ****** What We Offer; Offerings Are Not Always Available: "We may add, remove, change, or terminate any of the services, products, pricing, programs, promotions, and/or other offers, deals, coupons, and/or specials (collectively, "Offerings") described or offered through any of the Sites at any time without notice to you. Not all Offerings are available at all of our stores or at all times."
As such, we are unable to provide a credit for this deal. Our store's manager may be able to provide a rain check for this offer. However, please note that any and all rain checks are at the discretion of the Store Director. Please respond here if you would like to be contacted personally by a member of our store's Management Team regarding this issue.
Please feel free to 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

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