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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/22/2025
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 was promised a refund for a pickup order I was too sick to pick up. However, the customer service agent I spoke with never processed the refund as it has now been 7 business days with no refund. This is some of the worst customer service I have ever received and ********************** is not going to just steal almost $60 from me. I have now disputed the charge with my bank because of your deceitful customer service.
Business Response
Date: 03/24/2025
Greetings ****** ******:

Thank you for reaching out. We understand the confusion regarding the refund timeframe and appreciate your patience.

As per our records, the refund for Order #********* was escalated on 03/13/2025. Refunds typically take 7 business days to process, so you can expect to see the funds returned by any time today.

If the refund has not been received by this date, please dont hesitate to contact us, and well be happy to assist further. We appreciate your time and look forward to resolving this for you.

Thank you,

Arleen
Customer Support Center
Case ***********
Customer Answer
Date: 03/30/2025

Complaint: 23102550

I am rejecting this response because:
The refund apparently didnt go through because I had to dispute the charge with my bank

Sincerely,

****** ******
Business Response
Date: 04/04/2025
Greetings ****** ******:

Thank you for your patience while we work on this.

After further review, we can confirm that the refund for your order has been processed. You should receive an email confirmation regarding the refund shortly. Please note that it may take 5-7 business days for the refund to appear on your original payment method.

Were committed to ensuring this issue is addressed, and we appreciate your patience as we work through this process.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 04/04/2025

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. Just so you are aware, I disputed the charge with my bank so the refund may have processed twice.

Sincerely,

****** ******
Initial Complaint
Date:03/20/2025
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.
Greetings, my name is ****** **** *****! Im contacting you to complain about false advertisement and damaged goods during a delivery orders. I placed my first delivery order on March 16th 2025 order number *********. The order was over $80 and I was supposed to receive $30 off my order for the first time delivery. I contacted customer support via the app. I was denied the promo for the $30 off. Then on March 17th 2025 order number *********. The order didnt get to me until after 9 PM EDT and there was damaged goods in the bags. I asked for a refund via the app and was denied almost 3 days later. The reason it was denied is because they dont do refunds for certain items. I received an email stating that. Im disabled and only receive SSI and SNAP benefits. I used my SNAP benefits for both orders. Yet your company felt that I should be denied my claims. I feel false advertisements shouldnt be shown to the members of your loyalty club if youre not going to honor them. At this time I would like all my money back for the orders. The amount of the orders in total is $112.92 refunded back to my EBT card so I can shop where Im valued as a customer. Not treated like some vagrant of the street.
Business Response
Date: 03/21/2025
Greetings ******:

Thank you for reaching out to us regarding your recent order and the refund request.

We understand that you wanted to get a refund for the SAVE30 offer that was not applied to your first order because it did not reach the required amount to be eligible. Additionally, you requested a refund for the items that were damaged during delivery.

We investigated the order you provided and found that you spoke to a supervisor about order *********, and a $30 credit was applied to your account. This credit was also applied to your order with delivery date 03/21/2025 and order number *********. We sent you a copy of the final receipt for this order, which shows that you were able to use the credit. This receipt was sent to the email address linked to your account.

We also investigated order *********, your online refund request was initially declined due to the requirement to return the damaged items to the store. However, we have now processed a full refund of $25.47 for the damaged items. This refund will be credited to your original payment method within 3-7 business days. A confirmation email has been sent to your registered email address.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 03/21/2025

Complaint: 23096457

I am rejecting this response because: What was explained to me by the company that owns the supermarket. That the $30 off doesnt apply to those who use snap. Which theres nothing that states that. Prior to anything being taken off my order was over $80 dollars. Your store had false advertisement. When your owners state that those customers that use SNAP benefits arent allowed to take advantage of your promos. Do respectfully, the 2 orders before this one you can give credit for both if those orders. I was advised that your market doesnt allow refunds of SNAP benefits. So someone needs to explain!!!! It doesnt take a week to receive SNAP back to my card. Its done in minutes. I havent received my money back and the information that was given isnt coming together with what you state and the corporation that owns you states!!!!!!

Sincerely,

****** **** *****
Business Response
Date: 03/31/2025
Greetings ****** **** *****:

Thank you again for your continued communication. We understand your concerns regarding the SAVE30 promo code and appreciate your patience.

After thoroughly reviewing your account, we can confirm that the $30 discount was credited to your account as per the terms and conditions of the offer. We have carefully examined your order details, and while we understand your request, the SAVE30 promotion had specific eligibility criteria, which were outlined in the terms and conditions. The credit was successfully applied to your account and used for order #*********, placed on March 21st, 2025.

We recognize the importance of clarity. While we understand your request for a refund for this promotion, the credit applied to your account reflects the resolution we could provide, and it has already been utilized in your recent order.

We value your feedback and appreciate your patience as we resolve this matter.

Sincerely,

******
Customer Support Center
Case: ********
Customer Answer
Date: 03/31/2025

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:03/20/2025
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 February 13, 2025, I purchased an ****** gift card from Safeway in ********, **. I gave it to my sister, who proceeded to check the balance online. She discovered that the gift card has been used and claimed. I had bought it with $500 loaded in it. My sister tried to get a refund from ******, but the representative told her that since she didn't buy the gift card they couldn't discuss the issue with her. With my sister's help, I submitted copies of the Safeway receipt and the gift card to ****** to resolve the issue; however, on February 26, they sent an email to confirm that the gift card had already been used on another Amazon account and cannot be refunded. On the same day, we went back to Safeway and spoke with the store manager about the problem. She told us that this has happened before and directed us to submit a claim with Safeway's gift card department, whose phone number is located on the receipt. We called the department and the Safeway representative asked us to send copies ofthe receipt, the gift card (front and back) and ******'s reply. On March 11, Safeway sent a response stating that they can't issue a refund and to reach out to the gift card carrier, which we've already done and informed them when we placed our claim. On March 13 (the deadline for a standard 30-day return), we went back to Safeway and told them that our claim was rejected. My sister tried to get permission to record the conversation with the ****** representative but was told that she couldn't due to store policy. After informing them of our intent to find and use other resources to resolve this issue, they made copies of the pertinent documents and placed another claim and told us the process could take weeks. We are concerned that by the time we receive a reply, the deadline for return would be way past it and it'll be used against us. Neither Amazon or Safeway offered to replace the gift in place of the refund we were asking for.
Business Response
Date: 03/24/2025
Greetings ******** *********:

Thank you for your patience. Upon review of Case 16658319/16980907 regarding the reported gift card details, we found that the issue was escalated on 3/8/2025. We received a response after 72 hours stating that our devaluation request was rejected because the gift card no longer had any credit.

Additionally, we have confirmed that the activation of the gift card was successful, and the funds were properly loaded onto the card.

If you have any further questions or need additional assistance, you can contact the ******************** at ************ (press #4).

Thank you,

Arleen
Customer Support Center
Case ***********

Customer Answer
Date: 03/24/2025

Complaint: 23093850

I am rejecting this response because: Safeway is negligent by not taking sufficient measures to secure gift cards they sell to prevent theft, and therefore fraud.
I am rejecting Safeway's response to my complaint regarding Claim #s: 16658319/16980907.

As previously mentioned, I have contacted ****** first to try and resolve this issue with them; however, they directed me to contact Safeway instead after confirming that the gift card had indeed already been claimed.  Please reference image of Amazon correspondence confirming that the gift card was already used by another Amazon account holder.

In light of Safeway's continued rejection of my complaint, I will contact ****** again and try to request if they can disclose any information on the Amazon account that claimed the gift card; however, they have already stated that due to security reasons, they could not disclose any details about said account in the above-mentioned correspondence with them.  In light of this, I will attempt to get in writing their confirmation that neither my account or my sister's account were  the ones who claimed and used the gift card.  This is to prove that I, the purchaser, or my sister, the gift card receiver, did not claim the gift card ourselves and are not defrauding either Safeway or Amazon.

When my sister and I went back to Safeway to file my initial claim, the store manager we spoke with, informed us that this issue is not exclusive to me.  According to the manager, gift cards get stolen and returned to their kiosk until a purchaser loads them with funds, when whoever committed the theft then proceeds to claim them.  She even showed us physical gift cards with similar issues brought to their attention.  It seems to me that if this has happened numerous times before, Safeway could and should have taken measures to prevent this from happening again.  My sister took pictures of the kiosk as evidence that Safeway has not done their due diligence to secure the gift cards to avoid theft and therefore, fraud.  If Safeway and ****** continue to reject my claim, what other recourse do indigent people like me have in trying to recoup our losses?

I am on a fixed income and cannot afford to lose $500.  I had tried to give the gift card as a present to my sister for her help in various problems that I've had this past year.  I did not expect to hear back from her that the gift card had already been claimed and used.  Now she is again trying to help me with this issue whose resolution process seems to be in place only to hinder and not help people like me. What protections do consumers have when faced with this problem?

Sincerely,

******** *********
Business Response
Date: 04/02/2025
Greetings ******** *********:

Thank you for your patience while we looked into your refund request. We have thoroughly checked the issue with the appropriate team, but unfortunately, they are unable to issue a refund as the transaction reflects as No Credit in our system.

We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience this has caused.

If you have any additional questions or need further assistance, please reach out to ************************** at ************** (press 4).

Thank you for your understanding.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 04/09/2025

Complaint: 23093850

I am rejecting this response because: as referenced in the attached image, the gift card was claimed by another account before my sister, who I gave the gift card to, could use it. For security reasons, ****** cannot disclose to me the details regarding this other account. This means I have been defrauded. According to Safeway's store manager, the gift cards get stolen, then put back after the claim codes are acquired to be used when buyers load them up with money. Safeway chooses to sell stolen/defective merchandise even with this knowledge and continues to be negligent by not properly securing these items so this could be prevented from happening and affecting their customers. Now I'm supposed to accept their response to my complaint without objection? This is unacceptable. Isn't this a reason why we have consumer protection laws?
Therefore, since Safeway and I seem to be going back and forth without an acceptable resolution, I will also be filing a complaint with the Consumer Protection Unit of the Santa Clara County's *************************** I simply cannot afford to lose $500 and expect not to do anything about it.

Sincerely,

******** *********
Business Response
Date: 04/21/2025
Dear ******** *********,

Thank you for reaching out and sharing your concerns with us. We understand how frustrating this situation must be, and we sincerely appreciate your patience.

Please be assured that we have resubmitted the devaluation and refund request to our second-level support on April 18, 2025, and we are currently awaiting their response.
if you have any additional details to share or follow, please dont hesitate to reach out.

Thank you for your time and understanding.
*******
Customer Support Center
Case ID: ********
Initial Complaint
Date:03/19/2025
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.
On the 15th day of January , 2025 at approx. 6:20- 6:40 p.m., at the Safeway stored listed above, I went to that store to purchase deli sliced meats, upon entering the store and walking to the deli ***** i was the only one in line, until a Hawaiian man showed up, but while I waited for clerks to return they immediately went to wait on a man who was not even waiting, and i spoke up saying I was next and still the Hawaiian clerk still waited on this man first, when I was finally asked if I needed something, the clerk had a serious attitude, I than stated after the discrimination of my white race that I needed two things sliced, the clerk proceeded to the slicers which I now noticed were overcrowded with meats all around, and the slicer was also dirty and old meats laying on the surface, the clerk proceeded to slice the roast beef and I guess she didn't think I was looking, but I caught her picking up old meat off the old sliced stuff laying there and asked her what she was doing and asked if your putting that old stuff on my fresh meat, she turned to face me completely in shock as she didn't realize I, was watching, later i complained to service desk, i even went back few days later to confront mgr., who after watching the store footage confirmed my whole story. This was a case of racial discrimination and also what appears to me as the clerk was tying to make me sick with bad meat.
Business Response
Date: 03/26/2025
Greetings ******* *********:

Thank you for reaching out with your concerns regarding your recent experience at our store. We appreciate the detailed information you have provided about your interactions with our deli staff and management. We want to assure you that we take your feedback seriously and are thoroughly investigating the matter.

To clarify, we are currently in the process of reviewing the incident you described and have already accessed schedules to follow up and interview the deli employees who were working on January 15, 2025. This includes speaking with the female employee you interacted with, as well as the "older lady" you mentioned. We will also be speaking with the customer service employee and managers who were involved in your case, including the daytime store manager you spoke with. We are also reviewing any available video footage to ensure we have all the necessary details.

We understand that you are seeking financial compensation for how you felt you were treated, and we want to ensure we address your concerns appropriately. As part of the investigation, we are assessing the situation thoroughly, including reviewing the actions taken by our team at the time of your visit and following up on your complaint.

Regarding the letter you mailed to the Hawaii district office, we see that it was sent to the old address. We will make sure it is redirected appropriately, and we will personally follow up to ensure your concerns are being properly handled by the district team.

Thank you again for your patience, and we assure you that we are committed to resolving this matter fairly and professionally.

Sincerely,
******
Customer Support Center
Case ID: ********

Customer Answer
Date: 03/26/2025

Complaint: 23079663

I am rejecting this response because:this is a issue that deals with racial profiling/discrimination against myself because i am a ethnic white male, as opposed to the hawaiian male she took pride in waiting on first, even though he was not standing in line before me...this is a serious violation of my rights to be treated fairly and the clerk ignored those federal rights.
Second the clerk created a health /bacteria safety violation by using a dirty slicer and attempting to place old meat in with fresh sliced meat....this could and does create a safety of health violation and indicates she also may have maliciously perpetuated this action on or and because i was white ,
So no that is not an acceptable response from safeway, this solution requires escalation to settlement or legal proceedings in a state court to view the footage and response of manager , short of that i do not accept
And this will come to pass shortly if a settlement is not offered for a federal civil right violation and possible hate crime because im white
the legal entity im communicating with has advised me to see remedy before moving forward, so that is my response.

Sincerely,

******* *********
Business Response
Date: 04/07/2025
Greetings ******* *********:

We have received your concerns and are investigating. If you have additional information to provide please reach out ****** ****** ******************************************************

Were committed to ensuring this issue is addressed, and we appreciate your patience as we work through this process.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 04/07/2025

Complaint: 23079663

I am rejecting this response because:

Sincerely,

******* ********************* you for responding again, as this is my 2nd rejection of safeways reply....due to nature of discrimination and its actionable asset to federal proceeding that were on store camera, and also same clerk violating health laws and mixing ftesh sliced meat with contaminated meat left on slicer, was not only against store policy i presume!!, but also goes against health department standards for public entities serving sliced meats in this fashion...never are old meats to be mixed with fresh meats.
i feel i've been more than patient, and even reached out to the store to resolve this issue. But at this point in time if safeway has not offered monetary compensation it will be escalated to legal lawyetr representation on my behalf, and to also notify the health deparment as well, but i am willing to negotiate a settlement in the next few weeks to resolve this as ive been advised, and this will also personify the path i choose to tesolve this negor court proceedings, at that point settlements are generated with the perspective issue throigh amount of employees one company retains...but this will hopefully resolve by end of april, at that time if not a counsel will intervene...thank you , ***** *********
Initial Complaint
Date:03/16/2025
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 paid for the annual Safeway delivery. They charged me $99. The stupid thing hasn't worked since I gave Safeway my money. I want a refund immediately. This is absolutely ridiculous.
Business Response
Date: 03/17/2025
Greetings ****** *****:

We have reviewed your ********* membership and found that your subscription for June 2024 was canceled. However, it was successfully renewed on March 13, 2025. This is the reason you did not receive the benefit of free delivery for the previous month.

With the renewal of your subscription, you are now eligible to enjoy the free delivery benefit, including the order placed on March 14, 2025, and can continue to take advantage of all associated benefits moving forward.

******,
Customer Support Center
Case: ********
Customer Answer
Date: 03/17/2025

Complaint: 23073083

I am rejecting this response because:
I can't use the app. Before, I get. After. UNACCEPTABLE. Currently at this second it doesn't work. You lie. Money. Now!
Sincerely,

****** *****
Business Response
Date: 03/27/2025
Greetings ****** *****:

We appreciate the opportunity to clarify our refund policy.

A full refund of the FreshPass subscription fee is available if the cancellation request is made within the first 15 days of the paid subscription period and no delivery orders have been placed. Unfortunately, refunds cannot be issued if a delivery order has been placed within this time or if the cancellation request occurs after the 15-day period.

If you are not eligible for a refund, you may still cancel your subscription. However, you will continue to receive all FreshPass benefits until the end of your current billing cycle, after which your subscription will not be renewed.

********* annual and monthly subscribers receive free delivery on eligible online orders of $30 or more (pre-tax, excluding alcohol, tobacco, and fluid dairy products). A minimum order fee applies to orders under $30. If Flash delivery is available, subscribers also receive a discounted Flash delivery fee.

If you have any additional questions or need further assistance, please contact the ********************************* toll-free at ************.

Thank you,

******,
Customer Support Center
Case: ********
Initial Complaint
Date:03/15/2025
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.
At 1150 I was shopping at Safeway, and while walking around the store I saw a mouse run across the aisle floor (Aisle 10, toilet paper/paper towel aisle if it's important)A little later I needed to use the restroom, which was in the back of the store, while in the back using the restroom I saw a rat on a bread flat
Business Response
Date: 03/17/2025
Greetings ******* *****:

Thank you for bringing this matter to our attention. In order to assist you more effectively, could you kindly provide the location of the Safeway store where this incident occurred? This will enable us to address the situation appropriately.

Thank you,
****
Customer Support Center
Case ID: ********
Customer Answer
Date: 03/17/2025

Complaint: 23070646

I'm not sure how to be able to send the correct address without labeling the header as not satisfied.
The address:
*************************************
Business Response
Date: 04/01/2025
Greetings ******* *****:

Thank you for bringing this matter to our attention. We take cleanliness and hygiene very seriously, and we appreciate you sharing your experience with us.

We understand your concerns regarding the presence of rodents that you observed in the store. Please know that maintaining a safe and sanitary environment is a top priority for us.

To ensure the highest standards of cleanliness, we partner with a third-party pest elimination company that visits our stores on a monthly basis. If any pest activity is detected, our stores immediately escalate the situation and request additional service.

In this instance, we have recently reached out to the pest elimination company to address the issue. They conducted a thorough evaluation, took measures to eliminate the pests, and implemented exclusion measures to help keep pests out of the grocery store. The company is also actively monitoring the area to ensure that no further activity occurs.

We value your feedback and want to assure you that we are committed to maintaining a safe shopping environment.

Sincerely,

******
Customer Support Center
Case: ********
Initial Complaint
Date:03/14/2025
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 would like to express my concerns regarding the behavior of ******** and *****, who work in the pharmacy. My wife and I have encountered a series of interactions with them that have left us feeling disrespected and unvalued as customers. On multiple occasions, my wife has experienced similar issues with these individuals. When we attempted to address our concerns, they dismissed our feedback and maintained an unprofessional demeanor. During our conversations, they frequently interrupted me, preventing me from articulating my thoughts. When I inquired about their lack of courtesy, they responded by scrutinizing my complaints rather than engaging in a constructive dialogue.I believe it is important for all customers to be treated with respect and professionalism, and I hope that this feedback can lead to improvements in how customers are treated in the future. Thank you for your attention to this matter.
Business Response
Date: 03/17/2025

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

Thank you for taking the time to share your feedback regarding your experience at our pharmacy. We appreciate hearing from our customers, as it allows us to review our service standards and ensure a positive experience for all.

Please be assured that we take all customer concerns seriously. We will review the matter internally to ensure that our team continues to uphold the highest level of professionalism and service. Your feedback is important to us, and we appreciate the opportunity to continually improve our customer interactions. Thank you for bringing this to our attention.

******,
Customer Support Center
Case: ********
Customer Answer
Date: 03/18/2025

Complaint: 23068900

I am rejecting this response because based on past negative reviews and interactions with ******* and ***** , the behaviors have not changed and the negative interactions continue to happen.

Sincerely,

****** *******
Initial Complaint
Date:03/14/2025
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 have multiple undelivered orders in my account. I have spent hours on chat trying to get these undelivered orders refunded. Ive been asking so long, some the orders have left my history. I would like the undelivered orders refunded as well as the cost for the fresh pass that never actually works. Perks supposed to be premium customer service are junk the people dont understand, dont speak english, or otherwise dont do what they say. Hardly ever able to meet delivery times.
Business Response
Date: 03/21/2025
Greeting *** *****:

We appreciate your patience as we worked to address the refund issue regarding your previous orders. Our team has thoroughly reviewed the matter, and we have processed a refund of $241 for order #*********. The funds will be returned to your original payment method within 5-7 business days.

Thank you for being a valued customer. We appreciate your time and look forward to serving you again in the future.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 03/21/2025

Complaint: 23064708

I am rejecting this response because: there are multiple orders? There is another one more recent. I want a refund for this fresh pass ******** too. You keep charging my card even though I canceled it

Sincerely,

*** *****
Business Response
Date: 04/01/2025
Greetings *** *****:
Thank you for bringing your concerns to our attention. We understand that you are seeking a resolution regarding multiple orders and recurring FreshPass charges. We have reviewed your account and would like to inform you that your most recent order shows as delivered. If you did not receive the order or encounter any issues with it, please let us know so we can further investigate and assist you.

Regarding your FreshPass subscription, you may cancel at any time by accessing your account settings. Please follow these steps:

Go to Your Account Settings.

Click on the FreshPass section.

Select Cancel.

Alternatively, you can also cancel by calling the ******************** toll-free at **************. Refunds of eligible paid subscription fees will be processed according to the terms outlined at the time of subscription.

Sincerely,

******
Customer Support Center
Case: ********
Initial Complaint
Date:03/12/2025
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 am filling a health violation by an employee and harassment from the employees it sounds ridiculous but I have been shopping at this grocery store for years and a young manager has harassed me several times because of there mistakes in advertising and now I parked in the handicapped parking out front the store front doors and witness the young disrespectful manager smoking at the door entrance but I said something to her about looking directly at me and her snarling mucus and spitting strait down in front of the door. It looked like an oyster and I simply said you think you could spit that off to the side and she made nasty comments to me and said f*** off and then went in and what ever she told the security inside at the door they walked up to me at the door and told me she said I was making trouble and not to come in and if I had anysence I better leave and trying to intimidate me while I am standing there with walking device and then threatening me with violence I better go or I will have more issues walking so I said I will fill a complaint and was threatened leave or I wont be able to make it talking.I shopped there and there other companies for 30 years and even get my prescriptions there but this is lack of respect and disgusting.
Business Response
Date: 03/13/2025
Greetings **** *****:

Thank you for reaching out to us regarding this matter. In order to proceed with the investigation and address your concern, could you kindly provide the store location?

Thank you,

****
Customer Support Center
Case ID: ********
Initial Complaint
Date:03/08/2025
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.
On 2/28/25 I made an order online for delivery to Safeway in *********, Ca. I selected a delivery time frame of 6pm-8pm. My order ran late and was delivered at around 8:30pm. Upon receiving my order I noticed that more than half of my order was not delivered by the door dash driver. I showed him my order and he stated what he had was all that was given. I called into the customer service line to alert them that I had not received almost $70 worth of the items I paid for they assured me I would be refunded for what was not delivered. 3/3/25 I called into customer service again to check on the refund and the ***resentative informed me that the refund was denied but that he would submit the refund again. I requested a refund on the delivery fee and the tip I paid for and he refunded the amount which I did in fact receive on my end. I was given store credit of $10 but I was informed by another *** I can only use it on mobile orders which I wont be doing again so its of no use to me. I called in again today 3/8/25 to check on the claim and was greeted by a very impatient, unfriendly and rude ***resentative. She spoke over me numerous times and refused to answer my questions. She informed me that the store director declined my refund request stating I received my items and they were delivered that same day after my first delivery. I then hung up and spoke to another ***resentative that was more informative and patient. She confirmed that the claim was declined and I couldnt receive anymore help until 3/13/25 due to their policy. I asked if there was another department I could escalate this matter to and she stated no there is not and I have to wait until the 3/13/25 before they will help me further. I called the Safeway in *********, ** and was transferred to the delivery and go department. The ***resentative was very nice he stated I would receive a refund but he had to speak to the director. I asked to speak to her but she was unavailable.
Business Response
Date: 03/10/2025
Greetings ****** *****:

We apologize for any delay this may have caused. After reviewing your account, we can confirm that a refund of $68.90 for order #********* was processed on March 8th. The refund should reflect back to your original payment method within 5-7 business days.

Thank you for your patience and understanding.

Sincerely,
****
Customer Support Center
Case ID: ********
Customer Answer
Date: 03/10/2025

Complaint: 23040046

I am rejecting this response because:
The way I was treated by the Safeway company was unacceptable. I have shopped with Safeway for years. My Mother shops at Safeway and her Mother shops at Safeway. To be treated as if my business doesnt matter and my lively hood is not important is disheartening. I contacted support for over a week. Numerous times I explained my situation over and over again and in return was ignored or hung up on and my situation was handled with no urgency.
No investigation was done regarding my items being missing. I am a single Mother with limited transportation. I was depending on that order to get me through the next few days until I got paid again. That order had milk in it that I needed for my one year old son but it never came. Instead I had to make another order with another company because I just didnt trust that the money I would spend again with Safeway would be handled with care. That money spent was money I needed for essentials to care for my families well being. To have to wait 2 weeks after my initial purchase for a refund on items I didnt receive is preposterous. This whole experience was terrible and I hope Safeway takes notes from the areas where they are lacking. Nobody should fall through the cracks the way I did. I feel I undoubtedly deserve compensation for these mistakes and this experience. From the order being late delivered 35 minutes after the 2 hour window I selected. To the rude and far from empathetic representatives and including the less then thorough investigation from the store director. Not even such as a phone call was made to me regarding my order just a quick rejection. I hope you take these issues into consideration with your next response. Your shoppers deserve better Safeway.

Sincerely,

****** *****
Business Response
Date: 03/19/2025
Greetings ****** *****:

Thank you for following up on your concerns. We appreciate your long-standing support of Safeway and want to address the issues you have raised regarding your experience.

We understand how important it is to receive timely and respectful customer service, and we regret that your concerns were not addressed with the urgency and attention you expected. We recognize the impact this situation has had on you and your family, and we take your feedback seriously.

We appreciate your feedback and will use it to improve our service moving forward.

Sincerely,
******
Customer Support Center
Case: ********

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