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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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: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.
On May 06, 2022, I pulled into the Safeway parking lot located at ******************************************************. Along with my ******* ******* we parked in a legal parking spot at around 5pm. My ******* ******* entered the store to purchase a few items while I remained in the car as there was a slight drizzle of rain and I did not have on the proper footwear. I was only wearing bedroom slippers as I did not intend to exit the vehicle. While I was awaiting my sister's return, a male Safeway employee was gathering shopping carts and while retrieving the carts from the parking lot he hit my vehicle which caused significant damage to my vehicle. I saw and heard the entire incident.The shopping cart the Safeway employee was retrieving scratched my vehicle from the front of the vehicle on the passenger side to the back of the vehicle. He did not say a word. I'm in shock as I watch him walk away and continue to collect carts. Once my sister returned to the vehicle, I asked her to look and see if there was any damage. I advised her to motion for the female security guard to come over. The security guard was standing outside smoking and could not be concerned about what just occurred and proceeded to advise my sister to speak with the manager.The manager came out to the vehicle and I pointed out the employee who ran the cart down the side of my vehicle. My sister took photos of the vehicle and the manager returned to the store to retrieve an incident report for me to complete. I asked the manager if the cameras work outside of the store and he responded yes. I also asked why the security guard could not be bothered as I was screaming. The manager did not respond. Apparently the security guard is only there for shoplifters. I stated that the negligence of the employee would require Safeway to monetarily be responsible for the repairs as my vehicle did not have any damage to the passenger side of the vehicle until this fateful day.
Business Response
Date: 08/09/2022
Greetings Hershely *****:

We are responding to a message sent regarding a recent visit to our store.
This is very concerning to us, and we would like to make sure you are assisted as soon as possible. Unfortunately, we are unable to take further action from our **************** center, but we ask that you please return to the store's customer service desk and fill out an incident form for your concerns to be handled accordingly. Please feel free to respond or contact our **************** team at ************** if you have any questions or concerns in the meantime.

Thank you for shopping with us.
***
**************** Center
Initial Complaint
Date:08/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8.4.22, I was supposed to be prescribed prochlorperazine 10mg for my chemotherapy-related nausea. Instead the pharmacy provided me a 10mg bottle of Glipizide 10mg. When I called at 9am 8.5.22 about the mistake an associate on the phone acknowledged that they made a mistake. They apologized and re-processed it.This could have caused great harm to my person. This is a grave error on Safeway's part.
Business Response
Date: 08/15/2022
Greetings *********************:

We have handled this pursuant to our internal patient safety processes. We can only share protected health information pursuant to a valid patient authorization or upon request from a regulatory agency.

Thank you for shopping with us.
Tim
Customer Support Center
Customer Answer
Date: 08/15/2022

Complaint: 17682182

I am rejecting this response because: This response is insufficient and without any remorse for such a serious issue.
There should be consequences for this major error that occurred and I am offended by the response.

Sincerely,

*********************
Initial Complaint
Date:08/03/2022
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.
This case is regarding an online order ******** placed on June 29.For this online order, I never received the delivery, nor was provided delivery tracking or driver contact information.On June 29, I called Safeway's customer service and talked with ****** at 5:57PM ****** standard time. He said he processed the full refund of my order and the refund should take a few days.After a few days, since I still did not see the refund in my credit card account, I contacted Safeway's customer service online chat on July 4 and spoke with *********.********* said she did not see any refund processed for order ******** in spite of the fact that customer service representative ****** said he processed the refund.She said she processed my refund on July 4.However, as of today, I still don't see the refund in my credit card account. On July 30, I contacted headquarters by email **************************************************** to request refund, but they haven't responded to me at all. I just received their automated receipt confirmation message with case number ********.
Business Response
Date: 08/04/2022
Greetings *********************:

We are responding to a message regarding a recent grocery delivery order you placed with us.
Please accept our sincere apologies that the store failed to process your refund as requested. We have processed the refund for you today, 08/04/2022 in the amount of $128.24. 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: 08/06/2022

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:08/01/2022
Type:Sales and Advertising 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.
Ive been living and shopping at this Safeway in ****** for the past 28 years and Ive never in my life had an experience as horrible as the one I had tonight. I spend so much money at this store. I was checking out my cart and the items werent checking out at the prices they were labeled on the shelves for. The coffee was labeled $6.97 on sale and rings up $10.99 and the eggs were supposed to be $7.49 and rings up $8.99. So I ask for some help & Im very polite. The boy who is working tells me he just started & he calls for help and I tell him to take his time. Then he tells me that the eggs were checked & they ARE $8.99 & the coffee is correct too. I KNOW this cant be right & I have to see it myself. I go to the coffee isle & the coupon says exactly what I thought, & then to the ***** ******* actually ARENT any eggs at all for sale for $8.99 & mine were $7.49, just like I thought. I return to my cart & the boy tells me the coffee is $6.97 with a digital ********** only have the paper ************ shopper number. Now Im annoyed (rightfully so dont you think?) I hand him back a bag of coffee & ask him to get me the store manager. I want to find out why Im being told my eggs are $8.99 ******* arent eggs for sale for that & ask him why their coupons are so deceptive. The manager comes over & begins verbally assaulting me. I can only hear out of my left ear & have Multiple Sclerosis. I wasnt sure at first what he was saying. I had over $300 in food in my ******** think he missed the class on customer service? He tells me I ASSAULTED the check out boy? I never touched him? WTF? (He must have lied about checking the egg price & made up this story to divert attention from the fact he lied and the manager, ****** has no skills, so he decides to begin bullying and humiliate me, He says theres a video, wont show me, and throws me out. I call the *********** lies to the police saying he cant access the video, theres other complaints about me which is a total lie
Business Response
Date: 08/01/2022
Greetings ***********************:

We are responding to a message sent regarding a recent shopping experience you had in our store.
Thank you for notifying us about your experience with our employee. We would like to share your concerns with the Store Director but need a little more information to ensure this is addressed by the correct personnel.

Please provide the store location that you had visited and please also respond letting us know if you would like to be personally contacted regarding the issue.

We look forward to your response. Please feel welcome to reply, chat, or call us at ************** with the requested information.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:07/30/2022
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.
Store: ************************************************************************ I was verbally abused and disrespected as a customer at this store upon pick up my online order #******** I ordered #******** on 07/29 and reserved to pick up on 07/30 after 3pm. When I arrived around 4pm, I ordered $7.52 4.5LB short rib (was on sale on 07/29), but it got replaced with $17.2 2.5LB short rib, I requested to return the item when attendant brought the order to me, I got rejected by **** in the pick up spot, he told me the only way to do is to accept the order and request cancel online (I couldn't find out how to do it online, since the instruction was to work with store attendant directly). I declined the bags before accepting my order, since I brought my own bags. I got rejected as well, **** told me to cancel it online.**** seems to be new, so I decided to go to the customer service instead to request return and also request the refund of bag fee.I was with my 4 year old daughter, I went to the customer service, and explained why I need to return the item, I got the same answer that I couldn't do so in the store, (however, I have done that multiple times in the past in the same store). I had to argue 10mins, and the customer service **** decided to gave me one time exception to "allow" me to return the item that I don't want. $17.20. I asked her to refund my bag fee $0.3, She said no, I have to accept the bags fees since it was charged when I ordered online. ********** requires the store to charge bag fee, she can not return the bag fees to me. I told her I declined the bags when I pick up the order, **** told me it doesn't count, I had to text/call the store long before I picked up. I told her that I clearly declined the bags upon the pick up, she said no, i have no right to request the refund, she already took back my bags. I said I am willing to pay $1 dollar to the store, to get the $0.3 cent back, it is not about the Money, it is about to acknowledge the right.
Business Response
Date: 08/01/2022
Greetings ***************:

We are responding to a message regarding your experience picking up your recent Drive Up & Go order.
We sincerely apologize for your unsatisfactory experience with our associates **** and ****. 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 Home Shopping services.
Furthermore, at this time unfortunately we are unable to provide Drive Up & Go orders in a customer's personal re-usable bags, so we are currently still using plastic grocery bags when fulfilling orders. We apologize for the confusion.

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:07/28/2022
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.
Purchased ***** Light beer last week of June 22, promised a $8 rebate via PayPal, coupon was clipped and added to my account, we have a valid PayPal account registered to this account. No rebate ever issued. Have been given the runaround ever since , . For $8.00!! I would like this rebate as promised ( within 3 to 5 business days) or a refund on the beer ( $23.97),. Safeway should give me both at this point , 5 or 6 hours of time on this matter . *************************, ********* ******
Business Response
Date: 07/28/2022
Greetings *************************:

We are responding to a message sent regarding a 4U digital rebate offer via PayPal.
We are very sorry that you have not yet received the PayPal rebate for the ***** product you purchased. Per recent contact with our Customer Support team, we see that your concern has been escalated to our IT team for further review. Please know that once our IT team has established a resolution, or if we have any updates, we will be contacting you by phone to let you know. If we are unable to reach you we will leave a voicemail with the necessary information, as well as a phone number to contact us if needed. Once again, we would like to apologize for this inconvenience, but please know that we are working on getting it resolved for you as soon as possible. Please feel free to respond or contact our Customer Support team if you have any questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/15/2022
Are you kidding me? You call this a resolution?

Its now been almost 2 full months since the original purchase date

I have gotten this same escalation message from your customer service personnel no less than 4 times now

Please refund my rebate and the purchase price of the beer.

I feel completly deceived , lied to and outright victimized by Safeway/Albertsons and now BBB swell

Truly yours, *************************
Business Response
Date: 08/22/2022
Greetings *************************:

We are very sorry for the inconvenience that this has caused. We completely understand your frustration, and we appreciate your patience with us while we get your rebate taken care of. Unfortunately, this issue with the rebate offer has not yet been resolved. Please know that we will be reaching out to you once we have an update or further resolution. Please let us know if you have any other issues or concerns we may assist with.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/30/2022

Complaint: 17613382

I am rejecting this response because:
No rebate has been issued. Period.
Sincerely,

*************************
Initial Complaint
Date:07/19/2022
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.
On June 5th 2022, I placed an order with my local Safeway for delivery, in the amount of $302.01. three hours after I was supposed to receive my order, the store informed me that they're system has a error and won't let them process my delivery, I never received any email stating I would be refunded. I still have not been refunded my money on my EBT card, even after calling over 45 times and speaking to managers, supervisors, all you can name I've spoke to them. And I keep getting told I'll receive my refund within the day , and I still have not received anything.
Business Response
Date: 07/19/2022
Greetings ***************************:

We are responding to a message sent regarding a recent grocery delivery order.
We are very sorry for the trouble you have had with your order. Unfortunately, we were not able to locate an order placed on 06/05/2022 with the account information you provided. Please respond providing your order number and we are happy to look into this further with you. Feel free to reach out to our Customer Support team at ************** if you have any questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 07/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, the Order information is :#******** Delivery *********** July 5, 2022 11:02 AM 12:00 PM
Customer Answer
Date: 07/21/2022

Complaint: 17587152

I am rejecting this response because:

I did not mean to respond that we have a resolution. Safeway did not contact me or refund me yet. Can you please open the complaint back up or do I have to create a new one?

Sincerely,

***************************
Customer Answer
Date: 07/28/2022
********
Delivery ***********
July 5, 2022
11:02 AM 12:00 PM
Business Response
Date: 08/03/2022
Greetings ***************************:

Thank you for your response.
We are very sorry that your order was not able to be fulfilled as scheduled. Since we only charge once an order has been shopped and finalized, there was not a final charge made for your order. However, as you may know, when placing an order online there is a pre-authorization charge that is made in the amount of the estimated total of your cart during checkout. This pre-authorization is automatically refunded to you within 3-5 business days of when the order was placed. Our records show that the pre-authorization made when you placed your order is no longer being held, so we are unable to take any action at this time. If you are seeing a charge made to your EBT card, we ask that you please visit the store's customer service desk for assistance with a refund, as we are not able to process a refund to EBT from our Customer Support Center.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/10/2022

Complaint: 17587152

I am rejecting this response because: I have went to the store over 30 times, every single day, and they tell me there is nothing they can do to consultant with customer support center. I have not gotten my money back, and Its been almost 40 days since the incident. And now your saying I can't get my money back basically. This is crazy.
I forgot to add when I rejected the companies response for my complaint, the photo I have showing that I didn't have any refund processed after the date of the order..

Sincerely,

***************************
Business Response
Date: 08/17/2022
Greetings ***************************:

Thank you for your response.
As mentioned, we are seeing that a final charge was not made for your order, which is why we are unable to process any refund on our end. We apologize for the confusion this has caused. We have requested our store's Home Shopping team take another look into this to confirm if there is anything we can refund on our end. Please know that any refund made to an EBT/SNAP card may take up to 2 weeks to reach you. 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:07/18/2022
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.
My husband went to the location on ****** and ******** in **** **. And he has your guys app and he wanted the drink minute maid aqua ffresca drink in the can and guys didn't have it at all. And it was free reward through the app. He went down their and it wasn't in stock.and they gave him a rain check and he went down there last week and the manager said she would hold the drink. And they told they would call when they get the drink. And they haven't even called back yet. Resolution, we just want the free drink or free food for them not calling back. Thank you.
Business Response
Date: 07/19/2022
Greetings *********************************:

We are responding to a message regarding a free product in store.
We are very sorry that you were not able to receive the Minute Maid Aqua Fresca beverage that you had an offer for, and that you were not able to redeem the rain check provided by the store. Unfortunately, we at Customer Support are unable to provide you the product or an additional credit for it. However, we are happy to notify our store's Management Team and have a member reach out to you personally to resolve this inconvenience. Please let us know if you would like to be contacted by our store's team. Please feel free to reach out to our *********************** at ************** if you have any questions or concerns in the meantime.

Thank you for shopping with us.
***
***********************
Customer Answer
Date: 07/27/2022
We never really got the minute maid aqua fresca .my husband still has the rain check from Safeway. And my husband went in there today and they give him a hard time about free lurence large eggs and gave him a rain check for that too. And he has their app for Safeway and it is ridiculous that they give him a hard time. He wants all his money back because we haven't been in this area not that long. We were homeless for 24 days. But we have a place now. We are a disabled couple and on social security disability. Thank you.
Customer Answer
Date: 08/08/2022

Complaint: 17583497

I am rejecting this response because:

The store has never contacted me at all. About the drinks and eggs that my husband got a rain check on . Thank you.

Sincerely,

*********************************
Business Response
Date: 08/16/2022
Greetings *********************************:

Thank you for your response.

We have shared your comments with our teams for review, and we have asked for our store's Management Team to reach out to you regarding this issue. We apologize for any inconvenience this may have caused. We appreciate you taking the time to share your feedback with us.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/25/2022

***, no one has called us at all. We just want something done . We just want our money back. Thank you

Business Response
Date: 09/09/2022
Greetings *********************************:

We apologize for our delay in response.
We have reached out to your local Mesa store's Management Team regarding this issue. They have advised that they have one of each Minute Maid agua fresca beverage available for you. They did reach out by phone, but did not receive a response and left a voicemail to this effect. Our team has advised that they will try again to contact you by phone today regarding this issue. Once again, we would like to apologize for any inconvenience this has caused.

Thank you for shopping with us.
Tim
Customer Support Center
Customer Answer
Date: 09/14/2022

Complaint: 17583497

I am rejecting this response because: My husband closed out his account because we got sick on the food and they didn't want tooo replace this is food and gave us a gift card which we don't really want the drinks we just want a refund check in the mail because we don't want to go back because they were rude to me and my husband. We are on oxygen and have health problems. We are a disabled couple too.and people take advantage of us. Thank you

Sincerely,

*********************************
Business Response
Date: 09/20/2022
Greetings *********************************:

We apologize for any inconvenience this has caused. Since you had reached out to us regarding a free product that was out of stock during your visits to our store, we have since provided a resolution of setting the products aside for you to pick up from the **************** desk at your convenience. If you are unable to receive these items from your local Mesa store, we will not be able to provide a check or another form of compensation as requested.

Thank you for shopping with us.
Tim
Customer Support Center

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