Business Profile

Grocery Store

Safeway

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

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.
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:11/22/2022
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.
Dear BBB Team,My husband ********************* ordered a Covid-19 Test in *********************************** Safeway Pharmacy on May 4th 2022. Address is ************************************************************, phone number is *************. The Covid-19 test costs $99.He was in a hurry and didn't ask for a receipt. We've contacted Safeway by sending email on the website and kept calling them in the last two months, try to get a receipt so our insurance company can cover this cost. Unfortunately, no reply from email, most of the time no staff answering the phone. Luckily my call went through two weeks ago, a nice lady in South Lake Safeway pharmacy answered my phone. She did find the transaction of my husbands Covid-19 test in the system, but she apologized that under the company policy, they cant email us the receipt or mail to me. She will be happy to print one for us to pick it up. The thing is we live in ******, and we don't have friends or family who are living in that area. My husband went there for a conference meeting in May, our insurance company also agreed to cover this test fee if we can bring them the receipt. We checked with our local Safeway which is located on S. ************, ********, asked if they could print a receipt for us, of course the answer was no, because the transaction happened in Mainland.What we ask for is Safeway to send us a receipt via email or mail before the end of the year.Highly appreciate your kind assistance, for further questions please feel free to contact me.Best,***********************
Business Response
Date: 11/23/2022
Greetings ***********************:

We apologize for the difficulty you have had in receiving a copy of your receipt from your transaction, but we are happy to look into this with you. Please respond here providing your husband's date of birth; please also provide the phone number entered at the register when the transaction was made, if applicable.
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.
Tim
Customer Support Center
Customer Answer
Date: 11/23/2022
Dear Better Business Bureau and Safeway,

Thank you for the quick response to my complaint. Please find the attached Covid-19 Report which contains my husband's personal information such as name, DOB, location for the test.

The Safeway Pharmacy where my husband ********************* did the test is in *********************************** Pharmacy (****************************************************** *****) Phone number is *************. The transaction happened on May 4, 2022.

Would you please send the copy of the receipt to our email ********************* or by mail to *********************, ************************************************************* 96813

Thank you or your assistance in this matter.

Sincerely,

***********************
Customer Answer
Date: 11/29/2022
Dear BBB,

I am writing to report that my existing complaint is not resolved. Safeway never contact me regarding my request.

My complaint submitted on 11/22/2022 against Safeway. The complaint was assigned ID ********.

BBB has received my notification that this complaint has been resolved and closed the complaint on 11/24/2022, unfortunately after that, Safeway fails to follow through with the agreed resolution, I provided my email and mailing address but hear nothing form them.

I'd like to ask BBB's assistance to help me solve this problem.

Best regards,

***********************;
Business Response
Date: 12/02/2022
Greetings ***********************:

Thank you for your response with this information. We would like to share the following information on how to access your pharmacy receipt online:
Printing a Medical Expense Report

1. You will need to begin at our pharmacy site: https://www.safeway.com/pharmacy.html
2. *elect ONLINE PRE*CRIPTION REFILL.
3. *ign in.
Enter registered email address and password and select *IGN IN.
*elect FORGOT PA**WORD for forgotten passwords.
4. *elect EXPEN*E REPORT under the Prescriptions tab.
5. You may need Rx number *******, Which Safeway pharmacy filled this: enter ****** and search. *elect the * Lakes address.
6. Enter desired date range and select GENERATE REPORT.
7. *elect the PRINT button on the right side of the page for your pharmacy transaction from May 4th.
Another option is that you may visit your local ****** Safeway, sign the records release form, and our team can provide the records to the local ****** pharmacy to print and provide the record to the customer.
We hope this helps. Please feel free to contact our Pharmacy *upport team at ************** or ****************************************** if you have any questions or concerns using our pharmacy site.

Thank you for shopping with us.
***
Customer *upport Center
Customer Answer
Date: 12/10/2022

Complaint: 18454358

I am rejecting this response because: The solutions from Safeway are not helpful. First we can't sign in Safway website to pull out a receipt because we never register an account. Second we went to our local Safeway to ask if them can help to print the receipt, or sign a release form. The local Safeway which is located on ***************************************************************** told ** they can't, because they don't sharing data with Mainland Safeways.

It's not helpful and very irresponsible.

Sincerely,

***********************
Initial Complaint
Date:11/18/2022
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.
I ordered a Fresh Pass delivery order #******** in the amount of $143.19 on October 25, 2022. Safeway used Door Dash to provide the delivery service. Unfortunately, the delivery driver delivered my groceries to the WRONG address. The picture the driver sent as proof of delivery was of someone else's front door. I have tried to get a refund online and also on the phone having dealt with at least six customer service reps over the last three and a half weeks. My account on the Safeway website states this order was refunded on October 25, 2022, yet the charge for the order went through my bank on October 27, 2022. My internet correspondence can be tracked via Safeway Case ID: ********** have been through THREE different "escalation" calls for this problem over the last month. In every call, Safeway first tried to tell me that the refund was issued on October 25 (it wasn't - in fact, on October 27 the full amount was taken out of my bank account.) When I explain this to them, agents claim the matter "has now been escalated" with a promise that I will see the refund post to my bank account within 5 to 7 business days. I called a third time just over a week ago, heard nearly identical patter being offered as in the other two calls, and was told I should see it in my account any day. Again, no refund was issued within the promised window of time. The reference number for this last call that I made is ******** and the woman I spoke with was named **************** has been over a week since I placed that call and once again no refund was issued. It has been nearly a MONTH with no refund in sight. I want an ACTUAL refund, not just a promise of one. I will not settle for yet another promise - only cash will do.
Business Response
Date: 11/18/2022
Greetings *****************************:

We are very sorry that you did not receive your grocery delivery order, and that you have not yet been refunded for the order. Our store did previously attempt to refund the order, but it looks like the refund was not processed successfully due to a technical issue. We apologize for the confusion and inconvenience this has caused. We have now successfully processed a refund for your order in the amount of $143.19. A refund receipt has been sent to the email address associated with your Home Shopping account as confirmation. The refund has been processed today, but may take an additional 3-5 business days to reach your debit/credit card.
We appreciate your patience in getting this taken care of. Please let us know if you have any other questions or concerns.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 11/18/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and, seeing the actual refund is now pending in my bank account as it should have been weeks ago, find that this resolution is satisfactory to me. Thank you for getting results where I could not.

Sincerely,

*****************************
Initial Complaint
Date:11/17/2022
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.
Dear Better Business Bureau,I am writing today about the voilation of my legitimate rights done by the Safeway.com. Safeway.com deactivated my account simply because I contacted their customer service at ********** for food quality issue. The local safeway store at Pullman left a paper notice in my shopping bag, blocked me to complain any food quality issue. Now, my bank account info is still stored in my accuunt, deactivation exposes my bank account to great risk. I shopped on safeway.com for grocery delivery since September this year. However, some of the items I got either rotten or substituted with something i do not want or at higher prices. On Nov 12, food delivery, the beef ribs I got were half box animal fat. In october oders, a whole bag of lemon were rotten, none of them fresh, rotten liquid wet the whole shopping bag and contaminated other fresh food. The blueberry I got had food mold inside, the naval oranges have black spots inside, noodles broken, cakes were delivered on the public area floor without packaging in shopping bags which I paid for. Lots of issues, i called ********** to report and ask for return. On Oct 21, due to my familly member's emergency at *******, I was unable to receive the fresh food sscheduled for delivery, so, I notified and agent to cancel and they did. however, the driver insisted to deliver my order, leaving two bags of food outside my home for over 24 hours. When I got back home later the next day, those fresh food were unfit for eat. Agents confirmed me to discard the order and issued me a refund covering 85% of the order cost. On Nov 10, I canceled my freshpass membership due to unsatisfied service and threatening notice in my shopping bag. Local safeway store emailed their payment department on Nov 11 to charge me back the refund of $47.75 with no legitimate reason. Then On Nov 13, they did it again to take back the refund of $11.33.I hope everything can be done beatifully in this democratic society. Best,Aria
Business Response
Date: 11/21/2022
Greetings:

Safeway canceled this customers account due to what it believes is abuse of the delivery programs rules. The customer submitted an abnormally high number of complaints and demands for refunds. To avoid future issues, the store carefully reviewed all products included in the customers orders before the items were delivered. Every product was verified to be in excellent condition, within the sell-by/use-by dates, and no substitutions were made. Despite this, the customer continued to submit refund requests regarding every order, alleging product issues the store knew to be false based on its review of the products.

In addition, Safeway requires the customer return any allegedly defective products in order for a refund to be issued, but this customer failed to do so on multiple occasions. The failure to return the products as required resulted in the chargebacks the customer identifies in their complaint.

The store made multiple attempts to contact the customer regarding their complaints, but received no response. Given the unjustified refund requests, the failure to return the allegedly unsatisfactory products, and the failure to respond to the stores contacts, the decision was made to cancel the customers account.

Thank you.
Tim
Customer Support Center
Customer Answer
Date: 11/21/2022

Complaint: 18420100

I am rejecting this response because: all the reasons mentioned in business response are false. First. all the refund request were processed and proved by customer service agents. Second, customer service agents confirmed with me that online order items are not acceptable to return to local store, and requested me to discard, this has voice recording for my calls. Third, the refunded items I got were in rotten condition and expired condition, but the store lied everything, such as the lemon, the whole bag was rotten and I complainted to the ********** and described in detail; the butter cookies expied in July but sold in Oct, etc. I also suggested to send pictures of those problems to provide strong evidence, but customer service agents at ********** told me no such choice. (i put this suggestion because Whole foods solve the food quality issue in this way, requiring customers to upload pictures.) All those problems happened for such a long time, i can not save those rotten food until today.
On Oct 21, due to my family emergency, i requested the order to be return back to store, i contacted the customer service on time, before the delivery. This request was confirmed by the agents at **********. However, the order was not, and all dairy food and other fresh food in the bags were bad the next day. this complaint was recorded in the system and i was told to discard those bad food. Now, the local store charged me back the 85% of the refund, which was illegitimate. And, they have my payment info in the system and continue to mischarge again on Nov 12 order for $11.33.
Another issue, I never got a call from any customer service agent to require me to return bad food to store, neither did the store. The voice mail (from local store) left on my phone simply asked to me to contact the store.

I donot think lying is a good solution to this food quality issue.

Also, i strongly request delete my payment info from my account, i donot care whether my account reactivate or not, one thing is super clear, as a business, they cannot abuse customer's payment info and expose them into danger!

Sincerely,

*********************
Initial Complaint
Date:11/16/2022
Type:Service or Repair 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.
I purchased a tweleve pack of beer eligable for a digital rebate that I preloaded on my account. The rebate was never paid. I called Safeway and was told to call back after 14 business days. I called again tonight and was lied to that I did not preload the offer. Safeway blames their partner or tells you that you didn't preload the offer. I liked it better when they honored the program. If it doesn't work or your partner wont pay its bills shut down the program.
Business Response
Date: 11/17/2022
Greetings *************************:

We are very sorry that you have not received the rebate for the Elysian beer you purchased, but we are happy to look into this with you. We have confirmed your purchase in our system. Can you please confirm that the email address on your 4U account is the same email used on your PayPal account? We ask that you please also confirm that you have not received an email in your inbox or in spam/junk from Neptune, who facilitates the rebate. Feel free to let us know if you have any other questions or concerns in the meantime. We look forward to hearing from you.

Thank you for shopping with us.
Tim
Customer Support Center
Customer Answer
Date: 11/17/2022

Complaint: 18415639

I am rejecting this response because:It's not resolved yet. They asked for information. Here it is. The email address for my 4U account is different from my Paypal account but in the past all notices of my rebates from Safeway/Neptune were sent to my 4U associated address, ******************** I have recieved mulitpul rebates succesfully in the past in amounts excedding $100 from Safeway/Neptune and have made no changes to any of my accounts or addresses. My Paypal address is ******************* I confirmed with Paypal today that my last rebate from Neptune was made in May. I check my inbox & spambox everyday and have not recieved any emails from Neptune since May. This is the second time in a row that I have not recieved my rebates from Neptune and I spent many hours on the phone with Safeway to clear them up. Everyone makes mistakes so I tried again this time with one purchase.

Sincerely,

*************************
Business Response
Date: 11/30/2022
Greetings *************************:

Thank you for your response with this information. We do advise our customers utilizing rebates to have the same email address for their 4U account as is used for their PayPal account to decrease the possibility of issues arising. However, we will note that you have received rebates from us before with your accounts being associated with two separate email addresses. Unfortunately, we are unable to provide this rebate for you immediately, but we have escalated your concerns to our IT team to further assist with getting this resolved for you.
We would like to note that once we have an update or resolution on this issue we will be contacting you by the phone number provided to let you know. If we are unable to reach you, we will leave a voice message with any pertinent information as well as a phone number to contact us back, if needed.
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
Customer Answer
Date: 12/07/2022

Complaint: 18415639

I am rejecting this response because:it is a generic answer and does not apply to me specifically. They called and told me I had not clipped the rebate & that is why I didn't get it. I do not agree & will no longer be using their rebates. I want my negative rating to stand as a warning to others. My business of using them for beer rebates has gone elsewhere as they have proved they are incapable of honoring their agreements.

Sincerely,

*************************
Initial Complaint
Date:11/15/2022
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.
Placed an order successfully, and then was cancelled without any notice. Tried to place another order, found the coupon code to save $20 doesn't work. Called the customer service, after 30 mins, the representative said she will give me $20 credit. I waited for one day but nothing showed up. Called them again, was told the credit is still pending. Instead, this time the representative said she will refund me $20 after I placed the order. I did and then representative said she can't do it for some stupid reason. Apparently she lied to me just want me to place the **** order. I have been shopping with Safeway for over 10 years, this is the worst experience ever had.
Business Response
Date: 11/16/2022
Greetings *******************:

We apologize for the difficulty you have had in receiving the SAVE20 promo code for your first online order. As mentioned, the SAVE20 promo code can only be entered when placing your first order with us. Because the order you initially placed was later cancelled, a final charge was not made and the promo code was not discounted. Because no charge was made, we unfortunately cannot provide a credit to your account. However, because the code was not successfully discounted we can instead process a refund in the amount of $20.00+delivery fee for this promo code on your second order.
At this time, we see that a final charge has not yet been made on your second delivery order. We ask that you please contact us on the date of your delivery, after the final charge has been made and the receipt provided, and we will be happy to refund the $20.00+delivery fee. You are welcome to respond here or contact our Customer Support team at ************** for assistance with this refund. Please let us know if you have any other questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:11/09/2022
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.
Still happing even a year later. Every time I try to use my Benefits card the Safeway terminal is down and it cannot be used in self checkout. The reason has been explained over and over again. The person that works there is not turning on the terminal in the morning like she is supposed to. Every single time she works which is 5 days a week the terminals claim a S3 terminal not connected. She refuses to even read that error message and then BLAMES THE CUSTOMERS over and over again that we are too stupid to understand how a card works. She even claims that she fix it and gets the same error and then blames the customer again that they messed everything up. Then we get told "Oh well." When she's not working everything works just fine and no issues at all. She works every single morning when elderly come in and use these cards. I have complained to Corporate over ten times now and they have done nothing. One day corporate was there. I was complaining and the woman from corporate ran as fast as she could to the office and locked herself in there without even finding out what was going on. I wasn't yelling and was acting perfectly fine, she just saw that the woman was blaming me and didn't want to deal with it. Then the other issue is I go to the regular line and have to wait forever because Safeway refuses to have managers in the store when it opens. So poor ***** who is a very hard great worker that has been there forever is stuck dealing with EVERYTHING. She is not a manager or assistant manager at all and cannot do certain things. One day she was stuck for over 15 minutes asking for help over the intercom while everyone was in the break room just hanging out. She was stuck and alone and with a line of over ten people long whole the entire store ignored her and screwed off in the break room instead. The real issue here is I have been complaining over and over again and corporate keeps lying over and over again that they took care of these situations.
Business Response
Date: 11/17/2022
Greetings ***************************:

We are very sorry that you have continued to have issues using your benefits card when being assisted by this associate. We also apologize that you were not able to speak with the member of our corporate team that was in store on your recent visit. Please know that we have reported your concerns onto our store's Management Team for review to ensure that all processes are being completed by our associates. We are also disappointed to hear about your experience waiting in line with our associate ***** while she did not receive assistance from other store associates. We have reported this onto our store's Management Teams as well. We appreciate you reaching out to us and letting us know of your experience, as we want to ensure we are providing the best level of service that we can.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 11/18/2022

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:11/08/2022
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.
On 8Nov2022 I was shopping at Safeway in ************ **. The item is clearly marked as being $5 off when you buy $25. My grocery purchases totaled $128. The store refused to honor it citing that you have to spend $25 specifically in baby care goods. However, that is not stated anywhere.
Business Response
Date: 11/09/2022
Greetings ***********************:

We are sorry for the confusion regarding the 4U digital coupon clipped to your account on your recent purchase. We have reviewed your account, and we do see the offer clipped to your account for $5.00 off your purchase. However, the description of the offer is as follows: ******************** When you spend $25.00 on participating ********* items." We have reviewed your transaction from 11/08/2022 and found that the items purchased are not qualifying items under the ********* Savings offer, so the $5.00 discount is not applicable to the purchase. We would like to note that this offer is still available on your account until the end of day 11/10/2022, if you would still like to use it.
Please respond here or feel free to contact our Customer Support team at ************** if you have any other questions or concerns.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:11/08/2022
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.
I bought gasoline at a Safeway on *********************** in *******, ** on October 16, 2022, pump #**. The pump was obviously not calibrated correctly. I had approximately a quarter of tank when I began filling, and the machine showed ***** gallons (exceeding the fuel capacity of my 2010 ***** CRV) when I finally stopped it before the tank was full.I have a receipt (uploaded) and I made a complaint to an employee, who said she would tell her supervisor.I filed a complaint only on October 17 and received an automated reply. I received another email on October 18 from a Safeway/Albertsons Customer Support Team representative, ****** (case #********). I have heard nothing since. I followed up with ****** on October 30. No reply.Apart from the overcharge, I have spent considerable time filing my complaint, following up and, now, filing another complaint, taking photos for documentation and uploading the photos.
Business Response
Date: 11/09/2022
Greetings ***********************:

We apologize that the charge on your recent fuel transaction was incorrect, and that you have not yet received further resolution. Any refund would need to be issued by the fuel station where your purchase was made, as such we ask that you return to the fuel station with your receipt at your earliest convenience for assistance. In the meantime, we have reported your concerns onto our store's Management Team to ensure that this issue does 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 this issue.
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: 11/09/2022

Complaint: 18376508

I am rejecting this response because: 1) I live 2 1/2 hours from the fuel station, so it is impractical for me to return to that station to receive a refund. 2) I reported the problem to the clerk at the station when I purchased the fuel. I was not offered a refund or any compensation at the time; I was told that a manager would be informed of the problem. 3) The response does not specify how or whether the station would compensate me for the problem if I were to return to the site. I have submitted a copy of the receipt, so there is no reason for me to submit it to the fuel station in person. This can be handled remotely. 4) Yes, I would like to be contacted personally by a member of the store's management team. I was told that would happen when I first submitted a complaint. Instead I received no further communications.
This is not just an issue with a specific fueling station. It is an issue that reflects on Safeway brand in general (a brand that has a virtual monopoly on the grocery business in my home community of ************), and the company has so far demonstrated it has no serious interest in resolving the problem. It is probable that the faulty equipment cheated a large number of unsuspecting customers, not just me. I am surprised that Safeway is not more concerned about the larger implications of this problem.

Sincerely,

***********************
Business Response
Date: 11/17/2022
Greetings ***********************:

Thank you for your response. We apologize that you were not compensated at the time of your fuel purchase, and that you have not yet been contacted about this issue. We have reported your concerns onto our store's Management Team, who will be contacting you about this issue as soon as possible. We completely understand the inconvenience of visiting the fuel station for further assistance with a refund, but unfortunately our system does not have the ability to provide you a refund remotely as requested. Any refund will need to be done on-site. We apologize for any inconvenience this may cause.
Please also know that we have reported these issues to our teams to ensure that issues like this do not persist. Feel free to respond here if you have any other questions or concerns.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 11/30/2022

Complaint: 18376508

I am rejecting this response because:
The "response" repeats verbatim the response from Safeway I received nearly two weeks ago. The objections I outlined in an earlier BBB communication remain, and no member of the store's Management Team or anyone else representing Safeway has ever contacted me, even though I have been told repeatedly they would.
Absolutely nothing has changed, except it is more clear than ever to me that Safeway has no serious interest in dealing with this issue.

Sincerely,

***********************
Business Response
Date: 12/07/2022
Greetings ***********************:

We sincerely apologize that you have not yet been assisted in getting this issue with your fuel purchase resolved. Please know that we would like to get this taken care of for your as soon as possible, and have again asked our store's Management Team to reach out to you for further assistance.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 12/12/2022

Complaint: 18376508

I am rejecting this response because:

I just want to point out that over nearly two months the promised interaction with a manager has been made many times but has never happened. So I am led to doubt the sincerity of the words in the response.
So: I don't object to the words in the response;I reject the lack of action the response admits to but addresses only with the same promise I received the first time I complained.
In all this time no one has called or emailed to propose a solution that offers me a refund of a specified amount and a reasonably convenient way to receive it.
Is that really too much to ask? Why is it so difficult? Does Safeway not have a standard process in place for dealing with problems like this?

Sincerely,

***********************
Business Response
Date: 12/21/2022
Greetings ***********************:

Once again, we sincerely apologize that this has not yet been resolved. We have been in contact with our store Management at the store where you made your fuel purchase. Our store's team has called you today, without response, and left a voicemail since they were unable to reach you. They have advised that they will be reaching out to you later today, or if you'd like you may call back the number that had contacted you. We hope to hear back from you to get your concerns taken care of.
Please feel free to reach out here if you have any other questions or concerns.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 01/09/2023

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, because the business subsequently contacted me, apologized for the delays, and offered me compensation in the form of a gift card.

Sincerely,

***********************
Initial Complaint
Date:11/08/2022
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.
Date of interaction 11/04/22 Employee who issue Regards *****, Manager at ******* Safeway Issue at hand I have experience signs of retaliation while going through the hiring process at the ******* Safeway. I'm aware of others woth a worse background then I get hired at this store and through the process I have consistently been spoken down to regarding my application by *****. I have been ignored by ***** the hiring anger. I was told I'd be contacted and have things properly explained but rather have been ignored and now I can't even get ahold of anyone. I was emailed by the background company informing me of an adverse decision. The process was told it would take 4 to 5 days depending on the background check. I wasn't contacted at all. I was briefly informed of an adverse reaction given to explanation. The district manager ***** doesn't answer her phone and is the only place of contact to file any complaint to to recieve an explanation of denial. I'm about to go to the news to share this so no oke else has to go through this.
Business Response
Date: 11/17/2022
Greetings ***********************

We are responding to a message sent regarding your recent application and interview at our ******* store.

Our records show that you had discussed your concerns of the position with *****, and that you have been advised of the steps needed to appeal the results of the adverse background check.

Additionally, our Division Talent Acquisition Representative has since met with our stores interviewer to discuss her accounts and ensure all candidates are treated with courtesy, dignity and respect. In addition, she has also contacted you to discuss appealing the adverse decision and has offered to further explain our hiring processes, which were met with disinterest.

Thank you for reaching out to us.
********;
Customer Support Center
Initial Complaint
Date:11/07/2022
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 tried to get Safeway to accept responsibility for its endless negligence regarding its phone app. I have emeailed the person allegedly addressing the matter, ******, five times over 5 weeks and received no response, which just adds insult to injury but it wholly indicative of their negligence. As I told her over and over their app updated against my wishes and locked me out; I had no way to restore access, and ALL the information I was given was yet again completely wrong. I lost at least $50 in vested promos and other discounts on my phone, but their response was they couldnt find anything, which was absurd and offensive, and tat they had already given me compensation before. That is true, because they had screwed up my card and app for months on end and cost me hundreds of dollars over a six month period and entire days of my life trying to deal with them. Their attitude seems to be if we keep s******* the same thing up, then we dont have to take any responsibility for it. I wasted around 4 hours trying to resolve the latest problem amicably for $50, which is less than what their negligence cost. Now if they want to avoid a lawsuit it will be $200, because I can document every aspect of the problem over the past year, and apparently court is the only way to get them to honor their promises.
Business Response
Date: 12/19/2022
Greetings *****************************:

This is Safeways response to your complaint to the Better Business Bureau concerning your inability to redeem clipped digital coupons using the Safeway ForU application which you attribute to Safeways alleged negligence. We take consumer complaints very seriously and appreciate the opportunity to respond.

A review of the history of your situation reveals, first,that it is not accurate that Safeways customer service representative, ******,ignored your complaints and requests for assistance. Rather, our record shows that ****** spent considerable time with you over many months to explain how to use the Safeway ForU app and to resolve your concerns. Indeed, as discussed with you, our research shows that in most instances that you did not receive the benefit of clipped coupons, this was due to user error and not because of any negligence by Safeway.

The record also shows that Safeway has, as a customer service gesture, provided you with discounts for which your purchases were not eligible. For example, after you contacted the company about not receiving a discount on a coffee product, it was determined the discount was not applied because the coffee product you purchased did not qualify for the ForU offer. In that case,Safeway compensated you for the offered discount as a customer service gesture even though your purchase did not qualify for the discount.

You use two registered Safeway loyalty accounts. As you told ******, the first account is your personal account and linked to your club card/ loyalty phone number, and the second account is registered to your parents and linked to their different club card/loyalty phone number. As was explained, you did not receive the benefit of certain ForU offers because the offers had been downloaded on the Safeway app from one of the foregoing accounts, but when checking out at the stores register, the club card/loyalty phone number for the second account was entered when prompted to enter the phone number associated with the account on which the coupon was clipped. In other words, because the offer had been downloaded using the first account, it was not recognized at the register when the loyalty number for the second account was entered.

****** has explained this user error to you and advised that you could avoid future such errors by either merging the two accounts or,in the alternative, by allowing Safeways loyalty team to link the two different family phone numbers to a single loyalty account that could be used at check out by both families. Having declined these solutions, all Safeway can do now is to urge you and your parents to enter the club card/loyalty phone number at the store register that is associated with the account on which ForU coupons have been clipped.

You have also reported to the BBB that Safeways ForU app updated against my wishes and locked me out. As ****** explained after her investigation of your complaint about this incident, the ForU app recently was automatically updated for software maintenance. Customers were required to log back into their loyalty accounts when the software update was completed.When you contacted the company to say you had been locked out of your account, ****** explained that to re-access your loyalty account, you would need to click forgot password and follow the prompts to reset your password and log back in. Unfortunately, you were unable to follow these directions because, as you told ******, you had created a third loyalty account using a series of numbers that were unrelated to any actual phone number. Thus, because this third account was not linked to a real phone number that you could access,you had no way to retrieve the reset password link. This is not due to negligence by Safeway, but again due to user error.

On other occasions that were researched on your behalf,Safeway found the clipped coupons had been offered to you for purchases limited to your preferred store in ********, **********. You did not receive these discounts because you attempted to redeem them while shopping in a Tahoe area Safeway store where the offers expressly were not valid.

You also relate to the BBB that you did not receive at least $50 in vested promos and other discounts. ****** also thoroughly investigated this situation and when completed, informed you that Safeways record does not support that you have any vested but unrecognized discounts.Thus, you are mistaken about this point.

In sum, we regret the difficulty you are having using Safeways ForU app and we are willing to continue to offer you customer service so that you may continue to use the app in the way that it is designed to work.In addition, solely as a further customer service gesture, ********************** will provide you with the demanded $200 gift card. However, going forward, we ask that you use the Safeway ForU app according to its terms and Safeway will provide no further customer service compensation.

Thank you for shopping with us.
Tim
Customer Support Center
Customer Answer
Date: 12/20/2022

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.

i disagree with Safeway's entire account of what transpired and the information I was given, but its offfer is fair and adequate.
However, Safeway dd not indicate how it will provide the card (pick up or mail etc.), so that needs follow up.

Sincerely,

*****************************
Customer Answer
Date: 01/04/2023
Hi,

Thanks very much. The business with regard to complaint #******** agreed to provide me with a gift card, which is satisfactory but did not indicate how I would receive it; could you contact the business to ask how it will send the card to me? Thanks again,

*****************************
Business Response
Date: 01/05/2023
Greetings *****************************:

Thank you for your response. We can either mail the gift card to the address provided, or we can have the gift card ready to pick up at the **************** Desk of your preferred store. Please let us know which is easiest for you. If you would prefer to pick up the gift card from the store, please respond with the store location that would be best for you.
We look forward to hearing from you.

Thank you for shopping with us.
Tim
Customer Support Center

Customer Answer
Date: 01/06/2023

Better Business Bureau:

Hi, thanks very much. Please leave it for me at the customer service desk at the ********************** at 1444 ****************************************************************. I will come by for it next Wednesday if that would work? Thank you.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Customer Answer
Date: 01/11/2023
Hi, I need to reopen the complaint below against Safeway unfortunately for the reasons below (please convey this to the business). They yet again did not follow through on the offer I accepted, which closed the prior complaint. Thank you, *****************************

I just spent more than an hour making a special trip to the Safeway specified, including ten minutes sweating for a customer service agent and another 10 for her to find and confer with a manager, who state they had no idea of any card left for me at the location. This is absolutely endemic to dealing with Safeway: nothing anyone says is reliable. There should have been some mechanism with the initial offer of a card to specify how I would get it I now have had to reopen the complaint twice. I specified last week that I would pick up the card today to be sure you had time to contact the store. The card now need to be $250 to make up for my having to spend yet another hour+ in making a pointless drive to the store and figuring out how to reopen the complaint yet again. And I would like direct verification of when the card will be available. This is not compensation, but further negligence.

Business Response
Date: 01/24/2023
Greetings *****************************:

We sincerely apologize that your gift card was not ready when you had recently visited your ******** store. We completely understand your frustration, and to amend this we have reached out to our store team to confirm that the gift card offered will be ready for you to receive on your next visit to this store. Unfortunately, we are unable to provide the additional $50.00 you have requested, but we are happy to provide you a gift card in the agreed upon amount of $200.00 for the issues you experienced with our 4U program. We have confirmed with our store team that your gift card will be available to pick up as soon as 9:00am tomorrow, 01/24. Once again, we are sorry that you were not able to receive this gift card during your last visit.
Please let us know if you have any additional questions or concerns.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 01/29/2023

Complaint: 18371765

I am rejecting this response because:

This is unacceptable. I will not pursue litigation if the card works, but the resolution is unsatisfactory. The issue is simple: I had cumulatively wasted an entire day dealing with Safeway as it stalled and lied and stalled and lied and stalled and lied for months. Only because I threatened to **** and not because it acknowledged anything or wanted to do the right thing, it finally made an offer, which I accepted and relied on, and then Safeway didnt follow through yet again. And it as always thinks there should be no consequences for anything it does. Its attitude is always, we offered something before, so if we keep subjecting you to more negligence and keep wasting hour after hour of your time, we dont care. Yet again, Safeway doesnt even address, let alone take responsibility for, the fact that I had to spend another 2+ hours dealing with their negligence and incompetence, just trying to actually accept what was supposed to be compensation. I accepted the previous offer on specific conditions. They did not follow through on their offer; made no effort to communicate how I was supposed to get it; did nothing when I replied and gave them a week to provide it; and yet again put the onus on me to make up for their unreliability. I asked for purely nominal acknowledgment of the above, and they just double down on the denials; they never admit anything.I dont trust anything they say, and they really just have contempt for customers. They yet again fail to understand what when they keep acting negligently or causing you problems over and over and over and over, its their responsibility, not yours.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Safeway is NOT a BBB Accredited Business.