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

589 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:03/07/2025
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 October 6, *************************************************** store for *****. Order #*********. Pick up address was *********************************. I had some things come up and I couldn't come to pick up the order. On October 7, 2024 they substituted items and charged my credit card for the order I DID NOT pick up $83.07. I was charged for the order I didn't pick up nor approve of any substitutions. Now I was going through charges on my credit card and found that I have been charged. I reached out to customer service and I was told refund has been submitted. Now, I have been checking my credit card and month later contacted again customer service and they are telling me that such order doesn't exist and they can't help me. I have charge on my credit card and I have supposedly my purchase receipt on my app. I need my refund of 83.07$. Safeway employees should be ashamed to charge unsuspecting customers for orders that were not picked up.
Business Response
Date: 03/10/2025
Greetings ****** **********:

Thank you for bringing the refund for order #********* to our attention. We have followed up on this refund for the order you were unable to pick up on October 7th. Kindly allow 5-7 business days for the refund to reflect on your payment method.

Thank you for your patience and understanding.

****
Customer Support Center
Case ID: ********
Initial Complaint
Date:03/06/2025
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.
Ordered from Safeway through Fresh Pass delivery Driver error, never received my paid order Been trying since January 25th for refund Safeway has been fighting me the whole way, never did receive refund yet.
Business Response
Date: 03/06/2025
Greetings **** *******:

We have reviewed your order and can confirm that the amount of $100.84 was refunded on 2/26. However, as you have not yet received the refund, a follow-up has been submitted directly to our backend team today, March 6, 2025, regarding your order #*********.

Please allow an additional 5-7 business days for this matter to be fully resolved. We appreciate your patience and understanding as we work to address this.

Thank you for shopping with us

Anna
Customer Support Center
Case ID: ********
Initial Complaint
Date:03/03/2025
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.
Safeway promotes the use of digital coupons. Digital coupons discounted prices are displayed with next to the many items in the stores. Digitial coupons that I have clicked/saved are supposed to be honored at checkout when I enter my phone numbers on the Safeways terminal, but it rarely or never get honored, and I am rushed at the checkout because there is always a long queue of people (usually only one or two registers are opened). It happened to me a few times and I stop believing that the 'digital coupons' are real deals. I don't wish this happen to others but reading the comments on Reddits, it appears it is a common known issue. Their digital coupons are misleading people to buy things thinking they are getting discounts.
Business Response
Date: 03/06/2025
Greetings **** ***:

Thank you for reaching out and sharing your experience with us regarding the digital coupons at checkout. We understand how frustrating it can be when promotions arent honored as expected, and we appreciate your feedback.

Please know that we are committed to ensuring our digital coupons provide the value they promise, and we take this issue seriously. We will forward your feedback to the appropriate team to investigate the matter and work on improving the experience for all customers.

If you experience this issue again, please feel free to reach out to our customer service team, and we will assist you in resolving it as quickly as possible.

****
Customer Support Center
Case ID: ********
Customer Answer
Date: 03/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and
the business stated that the message will be forwarded to their appropriate team and fix the issue in the future. It happened several times so I will stop buying digital coupon items for now.
For now, I find that this resolution is satisfactory to me. I assume it can take some time to fix the issue, if i encounter the issue again (after a couple of months for them to fix it), I will submit a follow up complaint with BBB.

Sincerely,

**** ***
Initial Complaint
Date:03/02/2025
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.
On January 3, 2025 I was supposed to receive a grocery order .the order I received was wrong so I requested a refund.The refund was declined so I went through chat to have them do it again.. They said they did. The reference numbers for the chats are ******** & ******** **** times a refund was not received so then I started emailing them and I have the emails They said they process the refund multiple times and yet I have not received a refund till this day and today is March the 2nd 2025
Business Response
Date: 03/03/2025
Greetings ******* ****:

Thank you for reaching out to us. We would like to inform you that a full refund in the amount of $32.26 has been processed today. The refund will be reflected in your payment method within 5-7 business days.

We sincerely apologize for any inconvenience caused by the delay and appreciate your patience and understanding in this matter.

Thank you,

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

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:02/26/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have called Safeway ************* on multiple occasions, Feb, 10, 13, 15, 17, 25, and ***************************************************************************************************************************** order to increase profits. As a result, I, and many other PAYING customers, were in line on Monday, February 10, 2025 for up to, and in come cases, more than 30 minutes. There were up to 17+ people in each of the two (2) checks stands that were open, other than self check out. The checkers were doing their best; however, they were unable to keep up regardless of how hard they worked.I, and other customers complained to management and were told that the staffing shortage was a direct result of the corporate staff reducing hours again. Managers informed us that they had no say in the matter and were basically forced to comply regardless of how many times they attempted to plead their ******* a result of me standing in line for 30+ minutes, not only was I frustrated, but standing for so long has aggravated an existing knee injury that has caused additional pain since.Additionally, each time I called *************, all of the representatives I spoke with have been very professional, courteous, polite, and friendly; however, the corporate staff can't seem to be bothered to respond to my complaint, or to the complaints of other consumers with similar complaints. A number of the representatives I have spoken with have suggested that I and other consumers be compensated by Safeway because of our experiences, but again, absolutely no reply from the corporate staff.The reduction in store hours, increased costs of the goods we purchase, coupled with having to wait in line that much longer, is unacceptable to say the least.
Business Response
Date: 02/28/2025
Greetings *** ******:

Thank you for your continued patience and for bringing your concerns to our attention. We understand your concern regarding the long lines, extended wait times, and repeated escalations youve had to make.

Regarding your request to be contacted by corporate, we want to reassure you that we have followed up on this matter and are actively working with the appropriate team to ensure they reach out to you as soon as possible. We recognize the importance of resolving this promptly and are prioritizing the issue as we navigate our internal processes.

Thank you for your understanding.

******
Customer Support Center
Case ID: ********

Customer Answer
Date: 02/28/2025

Complaint: 22995675

I am rejecting this response because: this response does not address any of my concerns, and is, in my opinion, another tactic to stall in the hopes that I will walk away and drop the complaint.

Sincerely,

*** ******
Business Response
Date: 03/10/2025
Tell us why here...Greetings *** ******:

We would like to inform you that your request has been forwarded to the appropriate department for further review. As a token of our appreciation for your patience during this process, a $25 credit has been applied to your account. This credit can be used toward your next transaction and should be reflected within 30 minutes to 24 hours.

Thank you for your understanding.

Thank you,

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

Complaint: 22995675

I am rejecting this response because: your corporation staff refuses to contact me about this issue and provide me with a suitable plan forward to ensure this problem, and others like it, will not happen again. Please keep in mind, I will not go away until my issues with Safeway have been resolved to my satisfaction.

Sincerely,

*** ******
Business Response
Date: 03/24/2025
Greetings *** ******:

We wanted to inform you that we have followed up on your case and have taken the necessary steps to address your concerns. Additionally, we have ensured that the appropriate management will be reaching out to you directly.

We are also continuously working to improve our processes to prevent issues like this from occurring in the future.

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

Customer Answer
Date: 03/24/2025

Complaint: 22995675

I am rejecting this response because: Safeway's response is vague at best and does not actually address any of my complaints. Additionally, Safeway Corporate still HAS NOT CONTACTED ME even after filing this BBB complaint.
Again, I WILL NOT GO AWAY QUIETLY!!

Sincerely,

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

Thank you for your continued communication. We have reviewed your feedback and acknowledge that the initial response did not adequately address your concerns. We understand that you have not yet received any communication regarding your complaint, and we take this seriously.

Please rest assured that your complaint has been escalated to the appropriate team for further review. We are committed to resolving this matter, and we will ensure that this is followed up on promptly.

Thank you for your patience.

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

Complaint: 22995675

I am rejecting this response because all I hear is platitude and no actions from Safeway/Albertsons. The fact that I read Safeway's responses with the hope that I will just drop this issue is disrespectful and lazy. **************** appears to operate on the premise that if you ignore people long enough that your problems will go away. Ignore/delay tactics will not work with me and your words need to be backed up with action. Words are easy to say, but respect is earned from actions, and you have not earned any respect from me.
Stop playing this game and step up to the plate and take responsibility for your company's behaviors in its endeavor to make money at its employees' and customer's expense.

Sincerely,

*** ******
Initial Complaint
Date:02/25/2025
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.
Didnt receive my order ********* i submitted a request and no refund has been issued its been more than two days now i am requesting a full refund
Business Response
Date: 02/28/2025
Greetings ****** ********,

Thank you for reaching out to us regarding your order 117304681.
We have received your request and noted that you contacted us on 02/25. Please be advised that refund processing typically takes 5-7 business days. Rest assured, you will be notified as soon as the refund has been processed.
We appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact us.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 03/02/2025

Complaint: 22991201

I am rejecting this response because: it said 24 to 48hours for my refund nothing has been issued

Sincerely,

****** ********
Business Response
Date: 03/10/2025
Greetings ****** ********:

Thank you for reaching out regarding the refund you have not yet received. Upon reviewing your case, our team followed up on the refund on March 8th. Kindly allow an additional 5-7 business days for the refund to reflect on your payment method.

We appreciate your understanding and patience in this matter.

****
Customer Support Center
Case ID: ********
Initial Complaint
Date:02/25/2025
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.
Dear Safeway **************** Team,I am reaching out to request a courtesy refund of $15 for the inconvenience I experienced while obtaining a price adjustment for my online order (#*********).After picking up my order, I noticed that the Atlantic Salmon Fillet (Farmed) was charged incorrectly. I initially contacted the customer service desk at the ********************** store where I picked up my order, but they informed me that they could not process a refund for a Drive Up ******** a result, I had to make multiple calls to your customer service team:First call (2/21/25, over 25 minutes): The agent agreed to issue a refund of $17.52, but it was not processed.Second call (2/25/25, over 45 minutes): The agent was confused about the price adjustment but eventually agreed to issue two refunds ($10 and $8). However, I only received the $10 refund.Third call (2/25/25,to a Safeway store Drive Up team, a couple minutes): I was told to call ************ again to receive the remaining $8 refund.Fourth call (2/25/25, 23 minutes): I finally received the remaining $8 refund, but I was informed that the total $18 refund was issued as a credit rather than a refund to my credit ******* total, I spent approximately 1.5 hours on calls due to multiple errors and miscommunication in the refund process. Given the significant time and effort I invested and Safeways inability to issue me a refund to my credit card, which was used for the original purchase of the online order, I kindly request an additional $15 refundpreferably credited back to my original payment methodas compensation for the inconvenience.I appreciate your time and assistance in resolving this matter. I have attached the receipt of my order. Please let me know if any further information is *********** regards,****
Business Response
Date: 02/27/2025
Greetings **** *****:

Thank you for reaching out to us regarding the price adjustment for your online order #*********. We understand the frustration caused by the multiple calls and errors during the refund process, and we deeply regret the time and effort you had to invest.

We are happy to offer an additional $15 refund as compensation for the inconvenience youve encountered. We will ensure that this amount is credited back to your original payment method used for the order.

We truly appreciate your patience and understanding throughout this process, the refund will take about 3-5 business days to reflect.

Thank you for giving us the opportunity to resolve this matter.

****
Customer Support Center
Case ID: ********
Initial Complaint
Date:02/24/2025
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 complaint is regarding a refund for an online order placed on December 6, 2024, totaling $116.95. Despite countless attempts to resolve this through customer service, I have yet to receive my refund. This situation has now dragged on for nearly three months, requiring hours of my time making repeated calls, only to be told the same scripted response with no follow-through.Summary of the Issue: I placed a grocery delivery order on December 6, but received someone elses order instead. I immediately contacted customer service, who assured me they would reach out to the driver and follow upI never received any update.I called again and was told a refund for my entire order would be processed within 10 business days.Since then, I have called over 10 times, each time being told: A ticket has been created. The issue is being escalated. A refund will be issued in another 10 business days.Every time, I wait. Every time, nothing happens.I have also asked to speak with a supervisor multiple times, but each time I have been told no one is available. On one occasion, I waited on hold for 45 minutes before being told no one would speak with me.This has been an incredibly frustrating and unacceptable experience. Not only have I been out $116.95 for months, but I also had to repurchase my groceries, meaning I paid twice for what should have been a simple order. The amount of time and effort I have spent trying to resolve this is completely unreasonable.
Business Response
Date: 02/27/2025
Greetings ******* *********:

Thank you for reaching out to us.

We have reviewed your account and would like to inform you that the refund for your order #********* in the amount of $116.95 was successfully processed on February 24th. While the refund should appear immediately, please note that it may take 3-5 business days to reflect on your account.

Additionally, we have provided you with a $30 credit on February 24th, which you can use for your next online order.

Thank you for your patience and understanding.

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

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:02/24/2025
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 12, I placed an online order with Safeway. There was a promotion that offered $30 off my total bill if I spent $75. However, when I tried to use the provided discount code, I kept receiving an error message. I called Safeway customer service to report the issue, and the representative informed me that there was a known problem with the code. I was assured that the $30 discount would be applied to my bill once the groceries were delivered.Unfortunately, when my groceries arrived, the $30 discount was not applied. I called Safeway again and was told that I would receive a refund for the $30. I received an email confirming that the money would be returned to my account. However, when I followed up regarding my refund, I was informed that the money had been credited to my Safeway online account. I clarified that I had requested the refund to be issued to my credit card, as I had paid with it, and I decided that I would no longer be using Safeway.On February 22, I called about my credit card refund and was given ticket number ********. I was informed that it would take 3-5 business days for the refund to process.On February 24, I called again about my credit card refund and received ticket number ********. I was told that my request to have my money returned to my card needed to be approved by a manager. The agent mentioned that the manager's name was ****, but she was unsure of who would give the final approval.I feel as though I am being given the runaround regarding the $30 credit refund.
Business Response
Date: 02/27/2025
Greetings *** *******:

Thank you for reaching out to us regarding your recent online order and the issue with the SAVE30 promotion. We appreciate your patience while we reviewed your case.
The SAVE30 promo code is specifically intended for first pickup order and does not apply to delivery orders, which is why you experienced an error when attempting to use it. However, as a courtesy and in consideration of your experience, we have honored the promotion and provided a $30 credit to your Safeway online account.
We understand that you initially requested a refund to your credit card. While our standard process applies credits to online accounts. The credit was posted to your account and you can use it to your next online order.
We understand the confusion and appreciate your patience.

Thank you,

Arleen
Customer Support Center
Case ID: ********

Customer Answer
Date: 02/27/2025

Complaint: 22981743

I am rejecting this response because: That was not how my refund was to be processed. They can keep the ***** credit. I will no longer prationize Safeway

Sincerely,

Kia *******
Initial Complaint
Date:02/21/2025
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.
On Jan. 15, 2025 I placed an order on ************************** for our local store to be delivered. The order was for the amount of $134.88. Everything I received concerning the order was from Safeway. I received a notification my order was delivered at 6:18pm, when I opened the door there was nothing. We searched all around our house, and checked the neighbors porches just in case it was delivered to one of them, still nothing. I called the store, they said it was delivered by ********, which I was unaware of, was told to contact them for a refund. I hung up, called DoorDash, they said they could not refund me because I ordered through the Safeway website and not through them and the delivery person was not answering their calls. I called the store back and was informed I had to call Safeway *************************** to get a refund. I hung up with the store and called the number I was given. I provided all the information asked for was told I would receive a refund in 5-7 business days and given the case #********. After waiting the 7 days and no refund I have called back weekly. I was told it was sent to the escalation **** and given the reference #********. Still no refund. As of Feb. 17, 2025 I was guaranteed my refund was issued and I would receive the refund and confirmation email in 30 minutes to 24 hours and I was not allowed to call back on this matter. As of today Feb. 21, 2025 still no email or refund. I am only wanting what is rightfully owed to me, the refund in the amount of $134.88. Can you please help me?
Business Response
Date: 02/28/2025
Greetings ******** *******:

We are pleased to inform you that a full refund of $134.88 has been successfully processed for your order #*********. Please allow 57 business days for the refund to reflect on your account.

We sincerely apologize for the delay and any inconvenience this may have caused.

Thank you,

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

Better Business Bureau:

Yes, I received it Saturday morning, just havent had a chance to email you yet. Thank you so much for your assistance.

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