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

  1103 SW Highland Dr Gresham, OR 97080-8623

• 

  Safeway

  11919 N Jantzen Dr Portland, OR 97217-8195

• 

  Safeway

  1525 W Main St Molalla, OR 97038-7362

• 

  Safeway

  1550 N Pacific Hwy Woodburn, OR 97071-3622

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:12/15/2022

  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.

  On November 19, 2022, I placed a delivery order #******** on the Safeway app. It was scheduled to be delivered November 20, between 5:00pm-9:00pm. I edited my order later in the day on the same day I originally placed the order, and they charged me incorrectly for the taxes, despite still paying using SNAP. To complete this, I contacted customer service. I also sought a refund for items I had not selected, but were chosen and bought for me anyways (I had selected "Do Not Substitute"). I contacted customer service again. When it was ****** and there was no sign of my delivery, I contacted customer service again. Then once the groceries were finally delivered, 20 minutes after the 4-hour delivery window, there were multiple items missing from my order. I contacted customer service again and they claimed to start a refund process, but said that it would need to be reviewed before processing. Within one day of this, I put in a request for a refund for that specific order on the Safeway app, and it said (and still says) "Your order refund request is under review. A final email will be sent within 24 to 48 hours." This was three and a half weeks ago, and there has been no change in this status. I have also contacted Safeway's customer service multiple additional times since then, and have been given the response that they are escalating the issue, emailing the store manager, but are unable to issue a refund immediately. There are no signs that I will be getting a refund without external pressure applied, as I have contacted Safeway at least 7 times in the past month. I was initially only seeking a refund for the missing and incorrect items, but I am now seeking a refund for the total order amount $119.50 plus damages for all of my efforts and time in the amount of $80.50, for a total of $200.00.

  Business Response

  Date: 12/18/2022

  Greetings *************************: 

   

  We are very sorry for the trouble you have had in receiving the refunds for your order that you had submitted. Unfortunately, we are unable to provide you a $200.00 refund for the full amount of the order, plus the additional amount as requested. However, we are happy to assist you with the items on the order you had issue with. Please respond here with a list of the items that were missing upon delivery, as well as the substitutions that you were not satisfied with so that we can assist you with your refund.

  In the meantime, please know that we are forwarding your comments and concerns with our store's *************************** team for review, to ensure that issues like these do not occur. 

  Please respond here if you have any other issues or questions in the meantime. 

   

  Thank you for shopping with us.

  ***

  Customer Support Center 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18576868
  
  I am rejecting this response because:It is long since past the time that I would have accepted a normal refund. I have no reason to believe that I will get a refund for the proper amount this time, either. Due to the large amount of time that I have been forced to invest in trying to collect my rightful refund, I am requiring payment for the full order as well as labor costs. I have given Safeway more than enough chances to refund me, and they have chosen not to over and over. It is time to make proper restitution if you wish not to lose a customer to QFC. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/11/2022

  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.

  Ordered grocery delivery from safeway for delivery on October 17, 2022 1:01 PM 5:00 Pm. Total was $130.59.I've requested in the past no doordash delivery and only that they deliver using refrigerated trucks due to the store they deliver from being far away from my home and items arriving thawed and warm. Was told they would honor that request. However, on the day of delivery they used doordash and my order didn't arrive until 10:30 pm. All refrigerated items were warm and freezer items were thawed. All other food was soggy and looked tampered with all I didn't trust the items and disposed of them. I contacted safeway customer service the next day and was told they would immediately give me a $10 credit due to the late delivery however the full order refund needed to be requested and then once approved would be fully refunded. Was told to wait 5 days.Waited the time asked and still no refund. Contacted them again and was told refund was approved and I would receive in my bank soon. Waited another few days and no refund in bank. Contacted safeway customer support again and was informed it was denied and that they had to resubmit and to wait another 5 days. Waited again and still no refund. Contacted them again today (12/11/22),and they stated they are resubmitting another request and to wait another 5 days.I'm so tired of trying to get this refunded! They failed to deliver non damaged items due to their own negligence and now refuse to compensate me for it!

  Business Response

  Date: 12/16/2022

  Hello April,

   

  Thank you for bringing this to our attention. I was able to review the request and I show that the refund was processed on 12/11/2022. I will send you a copy of the refund receipt to your email that is on file. I will also follow up with the agents to find out why this took so long for you to get this refund and coach them. We sincerely apologize for the inconveniences.

   

  _ *****

  Customer Answer

  Date: 12/17/2022

   
  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:12/08/2022

  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.

  Safeway of ****************** has been a convenient place for myself and others. Now and as of late the store is in absolute chaos! It used to be the store where people knew where everything was and because of what is happening now with their so-called "remodel" all products are off the shelves and moved to different parts of the store and some are just no longer there. I speak for people, some seniors, some people who are not at all able to navigate change and simply DO NOT go home with their needed products. How, at Christmas time, they have decided in their corporate meetings to UP-END the store is beyond me and others.I feel whomever in the corporate stratosphere has come up with this unbelievable FAILURE of an idea which affects so many, do their shopping at Safeway. I sincerely doubt the fat cats send their peons to shop at Safeway. I, personally, live in the neighborhood of Safeway along with many poor and disadvantaged people who have disabilities and this chaos is in the neighborhood of stepping on ADA ******************** should be done about this unthinkable situation affecting so many!

  Business Response

  Date: 12/09/2022

  Greetings ***************************: 

   

  We sincerely apologize for your poor experience shopping at our remodeled ****************** store. We completely understand the frustration that yourself and others have had finding items that have moved within the store. We have reported your concerns with our store's Management Team on your behalf. Thank you for reaching out and providing your feedback regarding our store. 

  If you have any other questions or concerns, feel free to respond here or contact our Customer Support team at **************. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:12/07/2022

  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.

  ********* subsidiary - Safaway has all over the country promotion: Fill your new or transferred prescriptions to receive $25 discount on groceries and a Prescription Stamp Card. You may choose to receive discount as physical gift cards or digital coupons loaded to your Safeway for U account (up to $75 total value). Gift cards may be redeemed for your in-store purchases or online orders for any purchase amount. Digital offers will be automatically applied to your next transaction of $25 or more using your Safeway for U account. Complete the Prescription Stamp Card with stamps showing (5) prescriptions filled at our pharmacy and receive $50 discount on groceries". I am self-paid customer and had a new prescription for Latanoprost sent by my ** to Safeway Pharmacy in ***********. When I paid the price and asked for card - was told by a pharmacist that the promotion has been cancelled. When checked out grocery in 5 min later- got a receipt whre excat promotion has been listed. Came home checked the Website-it is there. Called the pharmacist and she recommended to call ********* customer service. There people barely understanding things first transferred to the same pharmacist who confirmed her earlier words saying I need to resolve it ********* customer service in CA. Second, third and fourth time the **************** folks after few discinnection and misleding telephon transfer told me that ...it is sole discretion of local pharmacy and ********* has nothing to do with it. Why it is on its Website, why they are printing it at EVERY grocery receipt? It is poor and missleading business practice that not suppose to be in place in such large business.

  Business Response

  Date: 12/18/2022

  Greetings *******************************: 

  
  
  We apologize for the difficulty you have had in receiving the discount offer for your new prescription, and that you were not able to get this resolved with our pharmacist or our Customer Support team. However, we are happy to look into this for you. We would like to note that the offer would need to be loaded digitally to your 4U account that is associated with your phone number/Club Card number. We were unable to locate an account with your name in our system that was also associated with the phone number or email address provided. Can you please confirm the phone number/email address associated with your account, and confirm the name on the account as well? 

  Additionally, we will also need to check for the eligibility of the offer for your account in our system. Please respond providing the Rx number and your date of birth. Once we have all the mentioned information, we are happy to look into this further for you. 

  Please feel free to respond here or reach out to our Customer Support team if you have any other questions or concerns. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:12/06/2022

  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.

  My doctor sent a prescription on Wednesday 11/23/22 at 9:30am to be filled. I am set up to receive text and phone call notifications for prescriptions when they are filled. After not hearing anything for two days, I attempted to call Safeway 12 times and left 2 voicemails. My wife ended up driving down there for them to tell her they had to order them and that they would be in at 2pm. After 2pm we again tried calling multiple times with no answer. We went in when I got home from work. They handed me my pills and didnt say anything. I thought the bottle felt light so looked in the bag. They had only given me 15 of the 90. When I went back to the counter to tell him he went back looking for the pills again. After ten minutes he went and talked to the pharmacist. He came back saying they had to order them and they would be in Monday now. Monday came around and I called them in the morning. I told them that they were supposed to be in Friday. He looked and couldnt figure it out. He told me that they werent on backorder so they should be in that day at 2pm and that he would call me. When I hadnt heard from him by 4pm I tried calling again. Called 6 times with no answer. Went back down again at 5:30pm. There was a line of about 20 people. If they would answer the phone they probably wouldnt have such a long line. Now they are telling me they dont have them again and possibly tomorrow. Tomorrow will be almost a week since my doctor sent in the prescription.

  Business Response

  Date: 12/07/2022

  Greetings *****************************: 

   

  We sincerely apologize for the difficulty you have had in receiving your prescription. Please respond here with the store location you visited so we may document your concerns to our teams. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:12/05/2022

  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.

  I received a product that was not to my specifications (from the deli department involving roast turkey). The meat was cut in such a way - in spite of my explicit directions, that I could not use it as intended.I called the store in order to get permission to return and exchange the item. I had no reply so I called Safeway corporate headquarters to complain.September 2022 - Reference # ******** No one called back as promised.December 2, 2022 - Reference # ******** Told someone would call back in 30 min to 24 hours. No one called back.December 5, 2022 - Reference # ******** Told a "manager" will call me back. No timeline was specified. No idea about when someone will call.My complaint is aimed at the store AND corporate headquarters. They have customer service, but they are not living up to the service they promise. I expect them NOT TO LIE to me, and to provide the service they promise.

  Business Response

  Date: 12/06/2022

  Greetings ***********************: 

   

  We are very sorry to hear about the trouble you had with the deli turkey you received, and that you have not yet had this issue resolved by our Customer Support team or our store's team. However, we are happy to assist you with this issue. Reviewing your account in our system, we did not see a recent transaction logged for the turkey you had mentioned. Please respond here with the date of purchase and the store location, as well as a photo of the receipt from the transaction if available. 

  We look forward to hearing from you. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:12/04/2022

  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.

  Ordered (8) 12-packs of coke on a buy two get two free offer, received (2) 12-packs of coke, filed refund request for (6) missing 12-packs and received a refund of $2.03 per 12-pack, but was charged $11 roughly each for the remaining two. Writing this while waiting for someone to answer the phone over at ************** for over an hour to try to return the order.

  Business Response

  Date: 12/06/2022

  Greetings *****************: 

   

  We apologize that the 6 qty ********* products were missing from your recent order. In reviewing our records, we see that a refund in the amount of $17.02 had been processed for these items. We are sorry that the correct amount was not refunded initially. We have processed an additional refund in the amount of $10.53 for the missing items. Please allow 3-5 business days for the refund to reach your debit/credit card. 

  Please feel free to respond here if you have any other questions or concerns regarding your order. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer Answer

  Date: 12/06/2022

   
  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:12/03/2022

  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.

  An order was placed for delivery on 12/2/22. Order no. ********. Safeway failed to deliver an entire bag of groceries that included the main meals (so they only delivered sides). I reported the missing items and their report defaulted to a refund request. I called their support on 12/2/22 and explained that the items were essential. They offered to redeliver the items on 12/3 between 10am and 2pm. Case no: ********. I contacted their chat at 10am about a status report. Chat assured me the items were set for redelivery. I contacted chat again at 12:20. I let them know of the history and the representative said a refund was issued and the redelivery was canceled without my authorization. Chat representative, ***********************, not only failed to help me but they wholly ignored my request to speak to a supervisor. Safeway charged me a higher delivery tip than reasonable and failed to provide the items that justified the higher tip. This is theft. Screenshots of both chats are saved.

  Business Response

  Date: 12/06/2022

  Greetings *********************************: 

   

  We apologize that items were missing from your recent grocery delivery order, and that you did not receive the items in the redelivery that was scheduled. We have reported these issues onto our store's Grocery Delivery Manager to ensure that issues like this do not continue. We see that the missing items have been refunded in the amount of $30.46. Unfortunately, we are unable to place a new delivery for these items or schedule a new redelivery at this time. If you would still like to receive these items, you will need to place a new order for them online through our website/mobile app. 

  Additionally, we are sorry for your unsatisfactory experience with our **************** Representative. We have forwarded your comments and concerns to the Grocery Delivery Manager that oversees your store. This incident will be reviewed, and the appropriate action will be taken. We hope you will give us a chance to restore your confidence in our grocery delivery service. 

  If you are still experiencing 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: 12/06/2022

   
  Complaint: 18519567
  
  I am rejecting this response because:Safeway assured redelivery and then canceled redelivery and refunded the amount of the items. However, they failed to refund the service amount and the tip. Both the service amount and tip were disproportionally high due to the failure to deliver the highest ticketed items. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/16/2022

  Hello ******,

   

  We apologize that you were not able to receive the missing item with the redelivery. We have refunded the delivery tip and the delivery service charge for a total of $9.68. Please allow 3 to 5 business days for this refund to reflect back to your account.

   

  -*****

  Customer Answer

  Date: 01/06/2023

   
  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:11/30/2022

  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.

  This is the about the attitude of the pharmacist in helping seniors. I was dealing with the insurance issues for the last 4 months. Finally, I got the necessary paperwork from ******** and medical. She did not step out of her seat to look at the documents. Instead, she directed her junior to do something in the computer and did not try to resolve. There were some good service oriented staff before. They all left

  Business Response

  Date: 12/01/2022

  Greetings ***********************************: 

   

  Thank you for taking the time to inform us of your experience at the Pharmacy. We would like to sincerely apologize for any inconvenience this may have caused you. We take these matters very seriously, and we have directed your comments to the Store Director and Pharmacy Manager for their prompt review. Rest assured this will be addressed to prevent any recurrence of this situation. Please respond here if you would like to be contacted personally about your experience. 

  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: 12/05/2022

   
  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:11/28/2022

  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.

  The pharmacy at the Safeway on ************************************************************************* is terrible! Garbage staff who see you standing there and don't offer help! Lady on the phone at 11:50am 11/28/22 was ******* me when I asked when my prescription was going to be ready! Disgraceful!

  Business Response

  Date: 11/29/2022

  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 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 **************** 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. Please feel free to 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. 

  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