Business Profile

Grocery Store

Safeway

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Complaints

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

Customer Complaints Summary

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:10/12/2022
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.
My girlfriend and I went to the pharmacy to get some shots. Our appointment was for 5:30. We arrived 15 minutes early and saw that there was a line wrapping around the pharmacy aisles. Because the business advertises that you can "skip the line" if you make an appointment, we went to the front to inquire where we needed to go. When the pharmacist ************************* passed us, we tried to ask him if we should proceed to the waiting room that it appeared customers waiting for flu shots were seated. He angrily yelled no to both of us without further acknowledging us and rushed past to perform other duties. Not wanting to escalate the situation, we waited in line for an hour. We went through the motions at the pickup window and when we finally got to the waiting room we patiently waited, despite it now being 6:30. ******** entered and took my girlfriend into the back room. I was later told by her that he made a number of rude/lewd comments. Further, he also must have intentionally tried to make the shot he administered more painful, as she said none of her previous shots felt nearly as painful as that time. Next, he took me. When he administered the shot to me, I could clearly feel that he was pressing much too unnecessarily hard (my parents are phlebotomists). He also did not immediately hold gauze or cotton to the spot he administered the shot, causing severe arm bruises. This happened to both of us. Although it was an unpleasant experience having care so unprofessionally given, we were not that affected. However, we are incredibly concerned that ******** will continue to administer the same low level of service to people who are more vulnerable and/or afraid of receiving shots/health advice. Those prone to physical and mental abuse should not be working in a pharmacy, and Safeway should be doing a better job vetting its employees for the sake of the community.
Business Response
Date: 10/13/2022
Greetings ***********************:

Your comments about your recent trip to the pharmacy are concerning to us. Please respond with the store pharmacy location you visited so that we may look into this further.

Thank you for reaching out to us.
***
Customer Support Center
Customer Answer
Date: 10/14/2022

Complaint: 18201519

I am rejecting this response because: There has been no resolution to the matter. Here is the Safeway address where the incident happened:

Safeway, ************************************************* 98117

Sincerely,

***********************
Initial Complaint
Date:10/11/2022
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.
My $5 drink got contaminated twice and my shirt ripped off and dirty fluids dripped onto my fresh laundry and my groceries pilferaged. I wanted a refund but I think these baristas are giving $5 drinks away for scumbags contaminating what I paid for and taking my clothes off in the cafe. This abuse isn't okay. These perps keep stalking and **** their victims if they can. Why are your employees doing this?
Customer Answer
Date: 11/03/2022
I was given a gift card for $10 from Safeway and the abusive person/hooker stalking in the store was removed.
I consider this resolved for the market transaction in question from Starbucks.
Thank you
Initial Complaint
Date:10/11/2022
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.
My complaint is regarding Safeways customer service. I have had multiple issues ordering over the Safeway app between of 10/9/2022 and 10/11/2022. I have contacted Safeways customer service chat and phone line (as instructed to by the ****** Ave. store manager) with zero success in receiving any answers. On 10/9 I called regarding a glitch in their app that charged my card without submitting an order. Safeway store directed me to the customer service line. After being given the biggest inhuman run-around with no answers I asked to speak to a supervisor or escalations team. They said they didnt know their supervisor or their name. Then let me know a supervisor would give me a callback in 24 hours. I never received a call back. Today 10/11/2022 I submitted an order and was charged an EBT debit fee of $1.95 that I needed to pay separately for with a credit card. I have never been required to pay for this fee with a separate payment method in store. I contacted the Safeway customer service chat from within the app asking why I had to pay for this fee separately. I was connected to *****. She did not answer my question and sent only three chat messages out of my multiple responses saying she was checking my account. I asked to speak to a manager or escalations team. She then closed the chat on me. I started a new chat with *****. He never responded even though I asked the same question. I got one message saying that the chat would time out in one minute if I didnt send a message. I was sending many messages asking the same question and to speak to a supervisor. ***** then also closed the chat on me. I have one simple question. Why did I have to pay for the fee with a different payment method? And I received a shocking level of literal unresponsive from multiple levels of Safeways customer service. They have absolutely zero accountability and the worst possible customer service that is absolutely unjust.
Business Response
Date: 10/13/2022
Greetings ***************************:

We sincerely apologize for your unsatisfactory experience with the **************** Representatives you provided. We have forwarded your comments and concerns to the *************************** team. 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 Safeway grocery delivery.
In the meantime, please provide us your most recent order number, along with the email address and phone number associated with your account, and we are happy to review your order and the $1.95 charge mentioned.

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
Initial Complaint
Date:10/10/2022
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 dont normally make complaints to businesses, but I am fed up with Safeway's bait and switch weekly ads.For 4 months now I have seen Refresh ******* 24 packs on sale in your weekly ads, but when I do my weekly shopping at Safeway stores ****************************************************************** or ******************************************* they are out of stock, and judging by the shelving, was never on the shelves. Discussions with on-site managers confirmed this and they were out of stock. Instead of the 24 pack, I've been directed to the 12 packs which are higher priced ($6.59 for a 24 pack vs $8.00 for 2 12 packs).This is a classic bait and switch scam.I am copying this complaint to the Better Business Bureau and the ********** ********** of ******** Affairs. I am also going to be doing my grocery shopping at a competitor.
Business Response
Date: 10/13/2022
Greetings *************************:
We are sorry to hear you were not able to locate the 24pk Refresh ******* beverages in your local store. With the high demand for these items, we want to assure you we are doing everything we can to keep stock available for all our customers. We have shared your comments with our stores' Management Teams for review. We are sorry for any inconvenience this caused.

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: 10/13/2022

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, IF Safeway either stocks Signature ******* 24 packs or stops advertising them on sale.

Sincerely,

*************************
Initial Complaint
Date:10/07/2022
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 had a raincheck for ********** ******". It required me to purchase them in quantities of 6 bottles. I tried to buy 24 bottles (4-6-bottle groups) today with the raincheck. The cashier, ****, told me I could only buy 6 bottles at the raincheck price. I told her I didn't want the ones not covered by the raincheck price. I have purchased many 6-bottle packs before and this is the first time there has been this problem.The raincheck did not specify an upper limit, other than I had to buy lots of 6 bottles. This is a deceptive business practice.
Business Response
Date: 10/13/2022
Greetings *****************:

We apologize that you were not able to use your rain check to redeem all 24 ***************** bottles on your recent purchase. We ask that you return to the store **************** desk for assistance. Or if you can respond here with the store location, we are happy to have a member of our store's Management Team contact you personally regarding this issue. In the meantime, we have shared your comments with our store's Management to ensure that issues like this do not occur.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 10/17/2022

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. As I said in my original complaint, **** at The *********** Store in ********** is the one who denied the raincheck.

Sincerely,

*****************
Initial Complaint
Date:10/07/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a pick up order on April 9th and never got notification it was ready. My card was charged and I never received items. I have contacted at least 20 times and gotten no help
Business Response
Date: 10/07/2022
Greetings ***********************:

We are sorry that you did not receive your order or a refund for your order from April, but we are happy to look into this with you. Unfortunately, we were not able to locate your order in our system from the information you provided. Please respond providing your order number along with the first and last name used for the order so that we may further assist.
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:10/04/2022
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 gave the checkout staff the coupon for $10 off produce and for some reason they didn't use it
Business Response
Date: 10/05/2022
Greetings *****************************:

We are responding to a message sent regarding a produce coupon on a recent transaction.
We apologize that you were not able to use your $10.00 off produce coupon on your recent purchase. From the receipt provided, it shows that another coupon was used to discount the total charge for the purchase, which is why the $10.00 off produce coupon was not applicable. You are welcome to use the coupon you have on your next purchase containing $10.00 or more of produce.
If you have any other questions or concerns in the meantime, feel free to contact our Customer Support team at **************.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 10/05/2022

Complaint: 18157019

I am rejecting this response because: there was no other coupon, your cashier did it wrong and took the coupon I gave her so I dont still have it

Sincerely,

*****************************
Business Response
Date: 10/13/2022
Greetings *****************************:

We apologize for the misunderstanding. However, from the receipt you provided, we see that the coupon was applied and the purchase discounted accordingly on 10/02/2022. If you have any other concerns regarding your purchase, we ask that you please visit or call the **************** desk of your store.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 10/19/2022

Complaint: 18157019

I am rejecting this response because:they are lying

Sincerely,

*****************************
Initial Complaint
Date:10/04/2022
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 ordered groceries online with delivery. Groceries never showed up. Safeway canceled my order indicating no driver to deliver after waiting hours for the delivery. Safeway agreed to refund my money. No money has yet to be refunded. No verification via email of refund in progress.
Business Response
Date: 10/05/2022
Greetings *********************:

We apologize that you did not receive your order, and that you have not yet received a refund for the order.
Our records show that a refund in the amount of $25.05 has been processed; we have now processed an additional refund in the amount of $33.66 for the remainder of your order. Please allow 3-5 business days for the refund to reach your debit/credit card. We truly appreciate your patience and have notified our Online Shopping Director, so this issue is not repeated.
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: 10/06/2022

Complaint: 18163635

I am rejecting this response because:

Sincerely,

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

The previous refund of $20 was for wasting my time of deliveries never showing up.
The $5 and change was for the driver tip, but the driver never showed.
If Safeway were to go back and check the correspondence between myself and the rep this can be verified.

The rep. agreed to refund me the $58 and change on top of the above amount. Safeway needs to check there correspondence record. Until this is resolved I will never ever set foot in another Safeway store.
So far the service provided has been pathetic.
Initial Complaint
Date:09/30/2022
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 8/23/22 I went grocery shopping at the Safeway in Castle Rock. I purchased multiple items including a 6ct Sandwich Rolls from the bakery. The next day, I went to make my children's lunch and something ***** caught my eye. I noticed metal shards were baked into the bread. I took photos of the bread and have put the rolls in the freezer to preserve them.I called the Safeway **************** line and filed a complaint. They gave me a case number of ********, No one ever contacted me to follow up about this issue.On 9/21/22 I called to inquire about the problem. They told me they would escalate the issue. They provided me another case number of ********. No one ever called me.It concerns me that the business did not even care to follow up with a customer that found metal in a bakery item.
Business Response
Date: 10/03/2022
Greetings *********************:

Thank you for writing to us. We are sorry that our ROLLS FAMOUS BAKE HOUSE SANDWICH 6 CT contained a piece of metal. We have forwarded your comments to our ***************** staff. Our ***************** Staff will review this incident with the manufacturer and all personnel directly responsible for this product line to help prevent a recurrence. We will have a member of our ********** team contact you as soon as possible as follow up to this issue.

In addition, we have added a $3.00 credit to your loyalty account on 10/03/2022, case ********, at 3:00pm to compensate you for the purchase price of the product. The credit will be available in 30 minutes but can take up to 24 hours to load. All normal exclusions apply. Excludes Beer, Wine, Spirits, Fluid items in the refrigerated section (including Fluid Dairy and Dairy substitutes), tobacco, fuel, Gift Cards and Gift Certificates. Please be advised anyone who has access to the account can redeem the $3.00 credit at the time of checkout. We certainly appreciate your patience, as well as bringing this matter to our attention.

If you have any further questions about this product, please refer to the contact information listed on the packaging.

Thank you for shopping with us!
***
Customer Support Center
Customer Answer
Date: 10/05/2022

Complaint: 18138348

I am rejecting this response because:
As usual, no one has reached out to contact me.

Sincerely,

*********************
Business Response
Date: 10/13/2022
Greetings *********************:

We apologize that you have not yet been contacted by a member of our team regarding this issue with the rolls you received. A member of our ********** team will be reaching out to you as soon as possible for further discussion of this issue.
We hope you will give us a chance to restore your confidence in our products. 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!
Tim
Customer Support Center
Customer Answer
Date: 10/19/2022

Complaint: 18138348

I am rejecting this response because:

Safeway has taken no action whatsoever to resolve this serious issue of finding metal shards in their fresh baked bread. I will never shop there again.

Sincerely,

*********************
Initial Complaint
Date:09/26/2022
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 purchased $14 worth of merchandise from Safeway ************************************************************************************* and paid with a $100 bill in the self serve machine. Machine did not give me change. "******" saw me pay. "******" said the machine always has problems with $100 bill. "******" worked on the machine for 20 minutes and was unable to get it to give me change. Tall slim ***** lady who said her name is "*******************" told me to come back another day to get change when someone from Safeway with authority is there to give me change. I am disabled in pain from back surgery nerve damage. Nothing happens to me that is not happening to other people. This is happening to other people who have not complained. *******************" should have opened another cash register and given me my $86 change instead of running me an old disabled man around to get his change.I've been a customer of *************************** St for 11 years. Thats longer than 95% longer than most of the people have worked at that Safeway. There is always new people working there and former faces disappearing.Safeway needs to be professional and deliver my change in cash, not check, to my residence. Safeway needs to be professional and having an employee with authority on duty at all times to fix a broken cash machine
Business Response
Date: 09/29/2022
Greetings ***********************:

We are responding to a message sent regarding getting change during your recent visit to our store.
We are very sorry for the difficulty you had in getting change from the automated machine for your purchase when you visited our store, and that our available associates were not able to assist you in making change. We completely understand your frustrations, and we have reported your concerns to our store's Management Team to ensure issues like these do not continue.
Please send a photo of your receipt from this transaction if you did not receive the correct change from your purchase and we are happy to further assist you. Please also respond here letting us know if you would like to be contacted personally by a member of our store's Management Team regarding this incident. Feel free to contact our Customer Support team at ************** if you have any further questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 09/29/2022

Complaint: 18127846

I am rejecting this response because: Safeway has not trained all their employees stationed at cash machines to remove jammed cash from machine thus requiring customers to come back the next day when Safeway authorized person is there to open jammed cash machine.

Sincerely,

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

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Safeway is NOT a BBB Accredited Business.