Complaints

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

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• 

  Safeway

  PO Box 20 Boise, ID 83726

• 

  Safeway

  1003 Medford Ctr Medford, OR 97504-6769

• 

  Safeway

  1030 SW Jefferson St Portland, OR 97201-3449

• 

  Safeway

  1100 NE Broadway Bridal Veil, OR 97010

• 

  Safeway

  1371 NE Highway 99W McMinnville, OR 97128-2722

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:08/27/2022

  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.

  Account under my Mother's Name, *********************, using my Cell Phone Number and Email Address. Groceries to be delivered to: *************************************************************************. Since August 22, 2022 early AM, chose my Grocery Items on the Safeway Grocery App as I always do for Delivery. This was a large Order because my Car has been in the Shop almost 2 months & depending on Groceries being delivered. Takes a long time to Clip Coupons on the Site, Find Items, choose Substitutions, then, I split the Cost per Items with my 83 year Old Mother and she pays with her EBT for her *********** pay my portion with my Debit Card. We always do this & have never had a problem until August 22, 2022. When I hit the Check-Out Button, it usually says, "Thankyou for your Order, gives a Order # and We receive our Groceries that Afternoon. This date, the Safeway App returned to the Payment Screen and in Red said "having Technical Difficulties, check back later." I tried several times to check-out, each time, would do the same thing. In the Afternoon of the 22nd of August, 2022, the Screen now said my Order was on Hold, I have not been Charged and to Call ************. I did & was told I hit the Check-Out Button too many ********** Locked my Account, they would create an IT Ticket, they would need to clear my ************ my Account & could take ***** Hours. I told them to escalate this because need my Groceries. That night realized Safeway had charged my ******** Account for my portion placed on my Debit Card. I filed a Dispute with my Bank. I called Safeway back, they did eventually reverse the Charge. They cleared my ******** was told I could Order. I did, same thing has happened multiple times since 08/22/22. Safeway tried blaming a processing error with my Bank, my Bank absolutely denies this, it is Safeways App and Website. They have taken my money about 5 times & not processes an Order. It is over 72 Hours, they have never fixed this or called me. They owe me $201.34 + fix App!

  Business Response

  Date: 08/29/2022

  Greetings: 

   

  We are responding to a message sent regarding a charge made for a grocery delivery order.

  We are very sorry for the trouble you have had placing your delivery order with your mother. We would like to assist further, but we have checked our systems and have not found that a charge in the amount of $201.34 has been made to your debit/credit card. The most recent transactions we see are $39.95 and $162.90 for your recent orders. If you are still seeing a charge in the amount of $201.34, we ask that you please contact our ******* Services team at ************, and we are happy to look into this further for you. Please feel free to respond if you have any questions or concerns in the meantime. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:08/22/2022

  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.

  This is the second complaint I filed with you against safeway. For almost 4 months now, I have been trying to get someone from their company to help me resolve an issue with their mobile app. They have done nothing to help me. This is the second time as I said that I have come to you trying to get some help.

  Business Response

  Date: 08/26/2022

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

   

  We are responding to a message sent regarding issues you have experienced using our 4U mobile app.
  
  We are very sorry for the trouble you have had using the mobile app to receive 4U digital coupon discounts on your purchases, and that this has not yet been resolved for you despite your contact with our Support team. However, we are happy to take a look into this with you to get it resolved.
  
  If the trouble you are having is in redeeming clipped 4U offers on your in store purchases, please respond here providing a photo of a recent receipt along with a list of items/offers that were not properly discounted.
  
  If your issue pertains to a technical issue within the app, please respond here with the error message(s) you are receiving, along with the action you were taking within the app when the error message appeared (ie signing in, trying to clip an offer, trying to update your preferred store, etc). If your concern is relating to the function of the mobile app, please provide screenshots of any error message you are receiving.
  
  Please let us know if you have any additional questions or concerns. We look forward to hearing from you.
  
  
  
  Thank you for shopping with us.

  Tim 

  Customer Support Center 

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17744814
  
  I am rejecting this response because:
  
  Sincerely, they still have not resolved to the issue. And I've had no response from them directly ever in three and a half almost 4 months. I have talked to them and emailed them every bit of information that I could possibly do and at this point if they don't have a huge file on me that is their fault and I'm completely absolutely disgusted with this entire process if they do not get a hold of me directly within the next week I will daily be sending both you and them complaints and then I'll start slamming them online as much as I can wherever I can I will even sign up for ******* and all that other stuff which I don't have right now and I will daily throughout the day because I don't work, I will throw out the day continue to bash them until somebody addresses my **** issue! This does not resolve anything! I'm rejecting it because of that reason and that reason alone. Three and a half almost 4 months of complaining about this and this is the c*** that I get?
  
  *********************************

• Initial Complaint

  Date:08/21/2022

  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.

  Today I placed an order, ********, on the ap. About an hour before delivery a boy called me from the store and let me know he didn't know what some things were on my order so he couldn't find them. Not that they were out of them, but he didn't know what they were. I finally got the order, it was missing everything except for the frozen dumplings I ordered. Everything else was not given to the delivery driver. This isn't the first time this has happened. It's actually about five times I've had this same.issue with this same store and person in charge of doing the delivery orders on Sundays. I called the store and immediately the boy got very angry. I did say this was the fifth time he messed up and he immediately started talking about how he's not going to be spoken to any kind of way and then told me to come to the store.to fight him. I told.him to knock it off and I just wanted the refund. He set the phone down to do the refund I guess and he could be heard laughing with multiple people, the front end manager included, about how he was going to beat me up if I ever came into the store. It was just insane. I have a recording of the conversation as well I'd very much like to play for the store manager so they can hear how multiple employees were laughing about this one employee losing his mind and trying to fight customers. All I want is a full refund on the order. They only refunded a couple of the items. And honestly for the hassle I should get something off my future order. Even though I know they will mess that order up too. The little boy in charge of the delivery orders, especially on Sundays, needs to be fired because this isn't the first time he's been an issue and I've actually had friends have the same experience. The front end manager should also be reprimanded for laughing at customers and thinking it's funny I was threatened physically when she though I was on hold and couldn't hear them. This store is a.nightmare and honestly needs a whole new staff

  Business Response

  Date: 08/22/2022

  Greetings **** *******: 

   

  We are responding to a message sent regarding your recent grocery delivery order. 

  We sincerely apologize for your unsatisfactory experience with the store associate you spoke with about your order, as well as the Front End manager they had spoken with. 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 Safeway grocery delivery services. 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 interaction. Please provide the name of the associate you spoke with if available. 

  Our records show that a refund in the amount of $12.97 was processed for 2 qty Reddy Ice Premium Packaged Ice - 16 LB and Loaf Cake Cinnamon Slices 10 Ct - EA on 08/21/2022. We have processed an additional refund in the amount of $2.99 for the Open Nature Cutlery Spoons Compostable - 24 Count. Please check your credit card statement for the refund, and allow three to five business days for processing. When checking your credit card statement, please take into consideration your statement cycle cut date and that the refund may not have been received by your credit card company for an additional two to three business days after we submitted the refund.

  Additionally, we have added a $10.00 credit to your Home Shopping account for the inconvenience. This credit will be available to view in the Payment section of the checkout page when you shop next. Please note that you will need to apply this credit manually to have it discounted on your next delivery or Drive Up & Go order. 

  Please dont hesitate to contact us again by email, chat, or call us at ************** if you have any other questions or concerns. 

   

  
  Thank you for shopping with us.

  Tim 

  Customer Support Center 

• Initial Complaint

  Date:08/15/2022

  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 groceries 8/14/22 for pickup at Safeway at ******************************************************. I put in my order at 7:44 AM and pickup time was 12:00 noon or a time frame **** PM. I arrive at 4:20 PM followed directions on the app giving Safeway heads up I'm on the way, also parked in the pickup stall notifying as directed on the sign. An hour goes by nobody brought out my order. I called the pick up **** and the main line to the store not one person answered. Went on the Safeway app they changed my status to order picked up. I contacted the Safeway chat explaining what had happened, they said they were going to take care of the issue and if i could wait another 20 mins, 20 mins went by nobody brought my order out. I went back onto the chat requesting a refund of my money it was supposed to be back on my MasterCard in **** hours. 8/15/22 checked my bank no pending refund. I had to call four times and still haven't received my money back and now I was told wait time of **** days. Unacceptable of Safeway and I don't think they are being truthful and my money $242.56 won't be returned to me. I'm tired of the run around with these people and Safeway. They gave me a partial credit of $12.99 for the FreshPass which I never ordered I expected that back on my bank card not a credit as I will never shop at Safeway again. They owe me $173.00 on my card and $69.00 on CalFresh EBT card.

  Business Response

  Date: 08/16/2022

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

   

  We are responding to a message sent regarding a recent Drive Up & Go order placed with us.

  We are very sorry for the trouble you had receiving your order on the date scheduled for pick up. A refund is currently being processed in the full amount of ******. Unfortunately, we are unable to guarantee a refund reaching you in **** hours, but the refund may take up to 7 business days to reach your debit/credit card. We apologize for any confusion regarding your refund. Please know that we have shared your concerns with our Management Team to ensure that issues like these do not persist. Please feel free to respond 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: 08/16/2022

   
  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:08/13/2022

  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.

  Order #******** 07/31/22 We were charged $70.85 for an online order. We had to cancel transaction.08/02/22 We were refunded $59.70, short $11.15 Why have we not received a FULL refund?Order #******** 08/11/22 charged $144.53, I called store when I arrived & told them I did NOT want ANY of the substitutions so guy told me I would be receiving a refund w/in a few days for those items.08/13/22 We were refunded $11.45, however I am still owed $72.42. Clearly this store or Safeway as a whole is in the business of ripping off their customers, I want my money back!!!!!!!!!!!!!

  Business Response

  Date: 08/15/2022

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

   

  We are responding to a message sent regarding recent grocery delivery orders you had placed with us. 

  We apologize that you did not receive a full refund for your order 46759695. Our records show that an additional refund in the amount of $11.15 was processed on 08/14/2022. Please allow an additional 3-5 business days for this amount to reach your debit/credit card if you do not see the amount refunded yet. 

  Furthermore, we would like to apologize that you have not been fully refunded for your order 47760245. Our records indicate a refund in the amount of $60.97 was submitted on 08/15/2022. Please check your credit card statement for the refund. When checking your credit card statement, please take into consideration your statement cycle cut date and that the refund may not have been received by your credit card company for an additional two to three business days after we submitted the refund.

  We have shared your concerns with our Management Team to ensure that issues like these do not persist. If for some reason the refund does not appear on your statement, please dont hesitate to contact us again by email, chat, or call us at **************.

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:08/12/2022

  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 ordered home delivery several times in the past couple months, and 3 out of 6 had problems like missing items, damaged cake, or wrong items. Today I called their customer service, the person named ****** answer my phone call, when I said their delivery had problem, I hope they could improve it, she told me that if I didnt like their service, I could use other services. What kind of attitude of their customer service is.

  Business Response

  Date: 08/15/2022

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

   

  We sincerely apologize 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. I hope you will give us a chance to restore your confidence in Safeway.

  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:08/11/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 24th I ordered some groceries online. Not as usual a habit as some, but my husband and I had covid and wanted to remain home while testing positive. My account was charged, but my order never received. I emailed Safeway July 25th after one interaction and a choice of refund or delivery that I would rather just have my delivery, I understand things happen. July 26th no further response and no option online. I emailed Safeway at 10:48 am I would just like my refund, I had replaced my groceries through other means. August 2nd, emailed for the status of my refund. August 4th, emailed for the status of my refund. August 8th, again emailed for status of my refund. No refund, and even worse no communication. I understand things happen, and I can be very patient with communication, but that time has come and gone.

  Business Response

  Date: 08/11/2022

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

   

  Please accept our sincere apologies that your refund has not been processed as requested. We have processed the refund for you today, 08/11/2022 in the amount of $110.93. You should see the refund in three to five business days. Please check your credit card statement for the refund. When checking your credit card statement, please take into consideration your statement cycle cut date and allow for extra time if required.

  We truly appreciate your patience in this matter 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: 08/11/2022

   
  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:08/10/2022

  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.

  Bought a pre made sandwich from the deli today & had a giant piece of paper in it. I pulled the whole thing out of my mouth. Also last month I used self check out & did 20 cash back. Accidentally left it in the self check out. I called ameditaly, within 5 mins off getting *********** caught the person taking it on camera & said they would not refund my money.

  Business Response

  Date: 08/17/2022

  Greetings *********************: 

   

  Thank you for reaching out to us. 

  We are very sorry that the sandwich you received had a piece of paper in it. We would like to report this onto our teams to ensure issues like these are not occurring. Can you please respond providing the store location? Please also provide the name of the sandwich, and if possible, share photos of the product packaging and UPC, as well as the receipt from the transaction. 

  Additionally, we are sorry that another customer took the $20.00 bill you had left in the self-checkout station. Unfortunately, we are not able to refund this amount to you. If you can please provide your Club Card number, or your phone number associated with a Club Card account, we are happy to provide a $10.00 store credit as a one time courtesy.

  We look forward to hearing from you. Feel free to contact our Customer Support team at ************** if you have any questions or concerns in the meantime. 

   

  Thank you for shopping with us. 

  Tim 

  Customer Support Center 

• Initial Complaint

  Date:08/09/2022

  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 wrote a check to Safeway grocery store in **** *******, for what I was purchasing and to get cash back, I did not receive the Cashback and the manager assured me that my bank account will only be charged for the groceries, and that the store did not charge my account for the cash back that I wrote on the check, I asked to see the check she said come back in the morning to talk with management, so I left the next day, my bank calls tells me they are closing my account. So I go to Safeway and talk to manager telling them that the cashier ran my check and I wrote the amount for the groceries and for cash back, she said she was aware and that I was wronge and wrote the check for only the groceries and no cash back, so I demanded to see the check she got it out the register and showed me the check upon inspection I noticed a line that ran across my writing on the check and someone had rewrote only the amount for the groceries, I told her that the bank closes my account, due to overdraft, she said well it was not Safeway, so went back to the bank and they said I was not in trouble but, to get legal advice because what that Safeway employee did was illegal, and said when I do get help, to give the bank a call and they will assist me with the statements they have from Safeway charging me and a copy of the check I wrote, so here I am trying to get this resolved because Safeway cooperate office is calling me telling me that I owe them money, I explained what had happened and they said they will have collection agency collect the money from me , so I'm begging this will help me I never had been involved with this before, but it's affecting me with other banks and money services, and I just want to have Safeway pay for how it's affected my finances, when they are the one that illegally rewrote over the check I wrote the night before. then trynna charge me for the check bouncing. Please help me in this matter thank you.

  Business Response

  Date: 08/10/2022

  Greetings Meckeil *****: 

   

  We are responding to a message sent regarding a check written to our ******** store. 

  This is concerning to us, and we would like to assist you in getting this resolved. Unfortunately, we are unable to assist with your request. However, we ask that you please contact our ******* Services team for further assistance at **************. 

   

  Thank you for shopping with us. 

  Tim 

  Customer Support Center 

• Initial Complaint

  Date:08/08/2022

  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.

  I placed an order through the safeway app on July 29, 2022 for delivery between 6-9PM that day. I was notified through the app my order was packed and ready to go around 6:00 PM. Around 6:30 I checked the Safeway app to see if my order was on the way and according to the app it was just a block away from my local safeway on its way. Around 7:00PM I checked the Safeway app again to see where my order was and it was back at the store. Around 7:09 PM I contacted the store and asked where my order was and why it wasnt delivered. The person at the store stated that the order wasnt at the store. I puzzled asked what that meant the guy stated my order wasnt at the store the doordasher canceled it. I being unaware Safeway doesnt deliver their groceries asked why ******** was delivering my groceries when I ordered through the Safeway app. I then stated so you mean to tell me just so we are clear that a Doordasher stole my groceries. The guy from the safeway store told me well your groceries arent here and the doordasher canceled the order maybe he will bring the food back. He then proceeded to tell me I could either get my food delivered the next day or get my money back. I told him I want my money. He said wait 3-5 business days. Its Aug. 8, 2022 and I have no money back. I have also had to get an incident report for the *****************************. Safeway corporate has been absolutely no help in the situation. They said I declined to wait an additional 3-5 days to get my money back. When I told them I declined the $5 credit they offered me I just want my money back.

  Business Response

  Date: 08/25/2022

  Greetings ***********************: 

   

  We are responding to a message sent regarding a recent grocery delivery order placed with us. 

  We are very sorry that you did not receive your order as scheduled, and for the trouble you have had in receiving a refund thus far. Our records show that a refund in the amount of $421.81 was processed on 08/08/2022. Please accept our apologies if this refund has not reached your debit/credit card as of yet. An Area Operations Manager from our grocery delivery team will be reaching out to you directly regarding your order and will re-issue the refund if needed. Our teams will be taking appropriate action with the Doordash delivery vendor as well. Please feel free to respond if you have any other questions or concerns in the meantime. 

   

  Thank you for shopping with us. 

  Tim 

  Customer Support Center