Business Profile

Grocery Store

Safeway

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

590 total complaints in the last 3 years.
229 complaints closed in the last 12 months.

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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:11/05/2022
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.
During three shopping trips to Safeway, each time they overcharged me. In one case, they even sold me bad meat. I live 40 miles away. That's 80 miles round trip and gas is expensive! Every time they mess up, it costs me to have them make it right. Three shopping trips in a ROW they made a mistake. TWICE they overcharged me. Once, they sold me bad meat that even the meat department had helped pick out! Purchased 2 pieces of the same meat that day and by the next day, ONE was bad. Which meant, we were short what we needed to serve. Which also meant, we had to go to the store to have them refund it YET AGAIN. That time, they failed to put the money back on our credit card. INSTEAD, they put it on a SAFEWAY CARD forcing us to have to shop their AGAIN! Fed up, because of all their errors and our gas and time, I contacted corporate who in their exact words:Hello, Joyful Heart. It's concerning to hear about the issues you have been having at our location in **********, **. Our management team will look into this. Also, while refunds are handled at the store level, we'd like to have someone follow up with you personally regarding this. Can you please provide your best form of contact? We apologize for the inconvenience. -***** BUT THEY NEVER DID FOLLOW THROUGH. THEY NEVER CONTACTED US! THEY NEVER MADE ANYTHING RIGHT!It is not our job to make your application online or via phone do it's job properly. We clip it, it is your responsibility to make it work! I should be able to send my husband in the store with a detailed list, showing the prices, coupons, etc. which I DO to make sure he comes home with an accurate price. EVERY SINGLE TIME you guys FAIL. EVEN WHEN HE TELLS YOU AT THE CHECKSTAND TO MAKE SURE AND APPLY THE COUPONS FOR THE $5 AND $10 OFF OF $50!My membership number shows my purchases so you can see where the errors were.
Business Response
Date: 11/07/2022
Greetings ***************************:

Thank you for taking the time to reach out to us today. We are sorry to hear about the poor quality of the meat you received when you last shopped with us, and that you have not yet been contacted regarding your experience. Please know that this is not the standard of service we strive to provide to our customers. We review all reports of issues such as these to improve our customer experience and we know your time is very important. We appreciate you for bringing this to our attention.

We would like to let you know that we have already reported this to our Store Director for immediate review. As much as we would love to process the refund over email, we would need our store to process this for you. Please be advised that all refunds are at the discretion of the Store Director. We have submitted a call-back request so that someone from management can contact you and assist you on this concern.

We are most grateful for your patience and understanding on this matter. We hope that this incident will not stop you from shopping with us and trusting us again in the future.
Please do not hesitate to reply, chat, or call us at ************** if you have any other questions or concerns in the meantime.

We sincerely appreciate you shopping with us.
***
Customer Support Center
Customer Answer
Date: 11/11/2022

Complaint: 18364647

I am rejecting this response because: Since I have YET to hear from anyone since they were first notified about a month ago (before BBB) and have not heard from them since submitting BBB, I feel they are goign to completely FAIL. They are just a bunch of FALSE WORDS. NO ONE REACHES OUT!

Sincerely,

***************************
Business Response
Date: 11/23/2022
Greetings ***************************:

We are very sorry that you have not yet been contacted, and that this has not been resolved for you. Please know that we are determined to assist you in resolving this, and have again asked our store's Management Team to reach out to you as soon as possible to get this taken care of. Your satisfaction is very important to us, and we would like to apologize again for being charged incorrectly and for the poor quality meat products you have received from us.

Thank you for shopping with us.
Tim
Customer Support Center
Initial Complaint
Date:10/28/2022
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.
On Sunday October 22nd, I ordered a grocery delivery totaling $81.42. The order was delivered by DoorDash within the time frame, and I met the driver at the door to receive the order. When going through the order, it turned out half of it was missing. I attempted to reach out to the driver who had called me asking for directions to my apartment, but it was a corporate line that wasn't monitored. I immediately requested a refund from Safeway and the refund totaled $41.47. I received an email giving the total and telling me to expect an email within ***** hours. on October 25th, I called the service number listed in the email as there was no communication or refund from Safeway. I was told that the request was escalated, but that the refund could take 5 days. I called again tonight (10/28) and was told the request was escalated already, but that I should receive a refund within another ***** hours. Considering that this is entirely on their side, Safeway has been entirely useless helping me recover half my food budget.
Business Response
Date: 11/04/2022
Hello ***********************,
We were able to find the request for the refund and process it We have sent you a refund recite to your yahoo email. Please make sure to check your junk mail just in case.
Hope you have a great weekend,
-*****
Customer Answer
Date: 11/04/2022

Better Business Bureau:

I have reviewed the response made by Safeway in reference to complaint ID ********, and find that this resolution is satisfactory to me in that I ultimately received a refund. The time it took, and the discrepancies with Safeway's information along the way, were completely unacceptable; this issue was entirely their fault. At no point during the delivery process was there a chance for outside influence, ie someone stealing food left at my door, because I collected the food from the delivery driver. Messing with a person's food budget is inexcusable. If the first communication saying, "wait ***** hours for an email" had been correct, that would be understandable, processing a return takes some time. Having to call after 48 hours, and getting the answer that it would actually be 5 days but had been escalated, then calling after 5 days and being told that while it was previously escalated, it could take an additional 5 days, was complete garbage. The situation was resolved shortly after my second call, but this was beyond poor customer service, this was a company not giving a c*** about their customer.

Sincerely,

***********************
Initial Complaint
Date:10/26/2022
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 was mistakenly charged for an unwanted gift card. I have provided the requested information 6 weeks ago given a ticket # with no resolution to the problem. Safeway # **** h knowledge the mistake.
Business Response
Date: 10/27/2022
Greetings *****************************:

We apologize that you were charged incorrectly for a gift card purchased from our store. Unfortunately, we are unable to provide further assistance here as we do not have the tools available to resolve this issue with you. We ask that you please return to the store's **************** desk with the gift card and your receipt. Or if you'd prefer, you are welcome to contact our Gift Card support team at **************, directory option 4. We are sorry that we could not provide further assistance at this time. Please feel free to reply if you have any other questions or concerns.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:10/21/2022
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 order number is ********. I never recieved this order. The driver shopped multiple orders at once and confused them on delivery. Ive been told the store has to refund. I've been told by the store, ******* the store manager as well as **** the assistant store manager, that they didn't know how so Safeway online has to do it. ive been told its been sent to a level two team at least three times. I've been told by both represtatives and supervisors that the refund was complete. None of that was true. The supervisor I spoke to tonight seemed like hes going to help me but I'm distrustful since I've been told that so many times already. I just need a refund for this order because this insane at this point.
Business Response
Date: 10/25/2022
Greetings ***************************:

We are very sorry that you did not receive your grocery delivery order as scheduled, and that you have not yet received a refund for this order. Per your recent contact with our support team, we have tried to process the refund in the amount of $80.86 multiple times, but the refund transaction cannot be processed due to an error that appears to be on the end of the payment method. We ask that you please reach out to your banking institution at your earliest convenience to confirm there are no issues with your payment method on file, and reach back out to us so that we may process the refund on our end.
Please respond here if you have any other questions or concerns, or feel free to contact our ******* Services team at **************.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 10/25/2022

Complaint: 18298154

I am rejecting this response because the account is now good. Please retry the refund.

Sincerely,

***************************
Business Response
Date: 11/04/2022
Hello *******,
Thank you for alerting that the banking issue was resolved. I was able to send the money back to your credit card for the order. You should have received an email showing this.
Let us know if there is anything else you need, and I hope you have a great weekend.
Customer Service
-*****
Initial Complaint
Date:10/21/2022
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.
Store is clean. Staff is disrespectful. Food not cold. Company is doing nothing about this. Called many times.
Business Response
Date: 10/24/2022
Greetings *****************************:

We apologize for the difficulty you have had with our store associates, and with the temperature of products available in the store. Please respond here with the store location you have visited as well as any additional details regarding your experience, and we are happy to assist you further.
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.
Tim
Customer Support Center
Initial Complaint
Date:10/21/2022
Type:Order 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 used Safeway grocery delivery service for a delivery of 10/09. These groceries were delivered to a closed business. The driver called my cell and refused to tell me where she left the groceries. I called to get this issue resolved. They assured me they would send my groceries out the next day. This never happened. I called again and they assured me they'd send them out again, next day. I never received them. On 10/11 I requested a supervisor to contact me and refund. Nothing has happened. I have not received a call back or a refund. I do not want anyone else to have to deal with this kind of horrible service.
Business Response
Date: 10/24/2022
Greetings *****************************:

We are responding to a message sent regarding your recent grocery delivery order.
We sincerely apologize that you did not receive your order as scheduled, or as a redelivery on the following day. Our records show that a refund in the amount of $101.36 was processed on 10/23/2022. Please allow 3-5 business days for us to process the refund. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds. Please know that we have shared your comments with our store's Management Team to ensure that issues like these do not continue.

Additionally, we are very 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: 10/28/2022

Complaint: 18237377

I am rejecting this response because: I have not received this refund. I responded to the email sent from Safeway, I request a copy of this refund and have yet to receive a response. I have not received any refund to resolve this issue.

Sincerely,

*****************************
Business Response
Date: 11/04/2022
Hello *****************************,
We have sent an email to you with the refund receipt. Please check your junk mail just in case.
Customer Service,
-*****
Customer Answer
Date: 11/11/2022

Complaint: 18237377

I am rejecting this response because: I have received an email stating my refund request was accepted. I have yet to receive this refund. It has been over 30 days of checking my account daily. I have not been refunded for the order I did not receive. It is no beyond frustrating.

Sincerely,

*****************************
Business Response
Date: 11/23/2022
Greetings *****************************:

We are sorry that you have not yet received your refund for your order. We have successfully processed the refund for your order, and we recognize that you have confirmed this by receiving a confirmation email. Unfortunately, we are unable to take further action on our end because the refund has been processed successfully on our end. As previously mentioned, for further assistance please reach out to your local EBT office to inquire on the release of the funds.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:10/20/2022
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 10/13/2022 I attempted to prepay for gas with the Safeway OneTouch app. The app glitched instead of connecting to the pump and charged me three separate $100 preauthorizations, emptying my bank account and leaving me unable to purchase gas to get to work. My bank insists it is the merchant that has the holds in my account, but the app I used (installed on my phone for MONTHS already) is no longer in the Android store and links to download it for Android on Safeway's website lead to a dead page. I've repeatedly contacted Safeway via phone and ******* and after seven days, I've still had zero contact in return from the company. The regular customer service number people send me to the *************** the ************** can't see any transactions from the App, so they transferred me to the App team. The app team refused to escalate me to a manager so I can find out when to expect my money returned and IF I can expect that, since they won't give me any information on the fuel app or why it is no longer available and Safeway is unable to provide ANY support. I can see the charges in my bank account, but Safeway insists they don't have any charges attached to my card whatsoever. Today I called and a very nice woman attempted to help me and said that the charges may be dropped off tomorrow. When I asked who I contact or what I do if that isn't the case, she said she had no idea. There is NO ONE in management or corporate taking ownership, giving any honesty or even contacting me as I have requested repeatedly, and now they can't guarantee my money will be returned because THEY can't find it?!I'd rather not have to file a police report for fraud, but if you are taking money and cant say where it went or if I'll ever get it back, that's what this is. I've been unable to buy fuel to get to work, pet food, food for myself or my medications. My weekly grocery delivery was canceled because Safeway cleaned my account out, and Safeway REFUSES to help.
Business Response
Date: 10/21/2022
Greetings ***************************:

We are sorry to hear that the pre-authorization charges made for your gasoline purchase have not yet been released. Per recent contact with our Support Team, we see that you were able to discuss this issue with our ******* Services team. Unfortunately, the pre-authorization charges for fuel may not be released until up to 4 business days. Unfortunately, per our ******* Services team, we are unable to take further action and it is now up to ****** (a pre-paid/reloadable card issuer) to release the funds.
Please feel free to reach out to ******* Services directly at ************** if you have any other questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:10/19/2022
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.
For over a year I've had numerous issues with this Safeway since my insurance made me change pharmacies due to policy changes. I have to call and remind them of making sure they have my meds in stock. I have to remind them of filling my script even though they have it there. They constantly run out of my meds even though I've been there a year. Now I can't even get ahold of anyone via the phone. I was in a coma a year ago and still recovering so I have to have someone go get my meds. For me and to do that I have to call and verify they are filled. It's been 3 days and I'm over due for my pain meds and I can't get ahold of anyone. I have left messages to no avail. When I did finally get someone they put me on hold them never came back so the phone just hung up on its own. I can't tell you how frustrating and helpless I feel not being able to go there myself. I have never been treated so poorly at any pharmacy. I shop at this store regularly and I take over 18 medication that I depend on to survive and to not be able to get ahold of my pharmacist is unacceptable.
Business Response
Date: 10/21/2022
Greetings *******************************:

We are very sorry for the difficulty you have had in receiving your prescriptions from our pharmacy. Please respond providing the store location where your prescriptions are fulfilled and we will be happy to report these issues you have shared with our store's Management Team. Please also let us know if you would like to be contacted personally by our pharmacy's Manager regarding these issues. 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.
Tim
Customer Support Center
Initial Complaint
Date:10/18/2022
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was shopping at ********************************* today and this woman in self check out said i was trespassed from store. I am not sure for what I didn't steal anything from your store and i have my receite as proof. I am being falsely accused of theft by some of your employees and this blonde woman was staring at me for no reason. i want every employee responsible for these false accusations to be fired immediately. There is no place for employees that mistreat their customers. Whoever filed the trespass complaint should also be fired. If you do not do what i tell you i will have to ask the ** of ********** what is my rights as a customer. I did not steal anything from your store I have over **** dollars in food stamps left. I had my ***** phone in my pocket and gum from 7 eleven store and some mexican food from the mexican store. I will not have my integrity attacked by your employees. people who falsely accuse people people of stealing have no place in your company.sincerely,*************************
Initial Complaint
Date:10/18/2022
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.
I picked up and paid for my 30 day supply for Adderall, and over 15 of the capsules were empty. I was sold empty capsules. When I went to the pharmacy and brought them all the empty pills, they were incredibly rude, shoved the pills back at me, and told me they cant do anything about it. I will not accept that as a final answer. If they cant provide me with capsules to replace the empty ones then they owe me a refund.
Business Response
Date: 10/21/2022
Greetings ***********************:

We are very sorry that your prescription was not filled correctly, but we are happy to look into this with you. Please respond providing the store location where you made your purchase. Unfortunately, we at Customer Support are unable to provide a refund for an in-store purchase, but we will be happy to forward this to our store's pharmacy Management Team for assistance.
Feel free to reach out to 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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Safeway is NOT a BBB Accredited Business.