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.
230 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: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.
Initial Complaint
Date:02/19/2025
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 ordered groceries from Safeway in ************* ****** beginning of January. They were suppose to be delivered to my home. First and last time I tried their delivery service. I cancelled the service after never receiving my order. I have since had to do pick up orders only. The photo they showed on my groceries being delivered was not my house. Mysteriously that photo will no longer load the actual photo they gave in my email after multiple complaints. Did not receive groceries and have not been refunded. I have called Safeway customer service multiple times to get reimbursed. The first two times they told me they would process my return, they never did. The third time I was told I would hear back from someone and never did. All I want is to be refunded and theyre wrong to be corrected.
Business Response
Date: 02/26/2025
Greetings ****** ******:

Thank you for reaching out to us. We understand that your unresolved concern regarding the refund for the order you did not receive can be frustrating.

We have forwarded your concern for your refund to be processed. Please allow us an additional 5-7 business days to work on the refund amounting to $194.18.

Thank you for your time and patience.

****,
Customer Support Center
Case ID: ********
Customer Answer
Date: 03/01/2025

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. I noticed this morning I have been reimbursed for my order and greatly appreciate this. I would recommend they correct their customer service process so that this doesnt have to happen with customers in the future.

Sincerely,

****** ******
Initial Complaint
Date:02/19/2025
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 called Safeway pharmacy for two plus days where phone calls were not answered and ignored to re fill my blood test strips and then later my ****** insulin.. I went in there after complaining to the manager about them not answering phones for two days and not having my medication and got through to someone then to only go to the store and not receive any medication I needed and now Im officially out of one of my insulins !!!!
Business Response
Date: 02/25/2025
Greetings ***** *********:

Thank you for reaching out to us regarding your concern with the pharmacy's efficiency.

We'd love to assist you by forwarding this to the appropriate team. In order for us to do so, can you please provide the pharmacy location?

Thank you,

****
Customer Support Center
Case ID: ********
Initial Complaint
Date:02/17/2025
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.
On Dec. 12, 2025 I went to Safeway. In their drive was a 2' + dia. x 6 1/2" deep pothole. When I came back out 2 tires were ruined so called AAA for assistance - said they had aided others that week from same pothole. In talking with manager she acknowledged that they knew of problem & opened an insurance claim (******** Ins.). I drive a 2019 Camry with 5" ground clearance so car bottomed out. ******** paid $1,677.85 but that left $1,400 +/- of underneath damage that they will not pay. In talking with both parties they saay they will not pay. This made for an expensive shopping trip.
Business Response
Date: 02/27/2025
Greetings ***** *******:

Thank you for bringing your concerns to our attention. We have conducted an independent appraisal to assess the damages to the property, which resulted in a payment of $1,677.85. This amount covered the cost of the two damaged tires, for which we have received appropriate documentation.

Regarding your request for additional compensation of $1,500 for your time, we have not found any evidence of undercarriage damage. If you have any further documentation or supporting information that could substantiate this claim, please dont hesitate to share it with us.

We appreciate your understanding and cooperation.

****
Customer Support Center
Case ID: ********
Customer Answer
Date: 02/28/2025

Complaint: 22952961

I am rejecting this response because:
You (Safeway) failed to understand what I have been saying. There is damage to the underside of the vehicle. I will attempt to attach 2 documents but I am unfamiliar with this format so do not know if i will succeed. Regarding payment for my time; I do not have 35 to 40 hours to spend on an issue that I did not anticipate & for which Safeway has acknowledged negligence. I do expect to receive a minimum of $1,500 for time. Plus, I do expect to be paid $1,411.47 per the estimate from *** ****** for that work. I am also including a copy of their computerized scan.
In the interest of full disclosure I filed a complaint with the ***************************************** as I had not had a response from the BBB complaint. If this is not successful I will file a complaint with the Washington Insurance Commissioner.

Sincerely,

***** *******
Business Response
Date: 03/07/2025
Greetings ***** *******
Thank you for your response and for providing the additional documents.
We have reviewed the materials attached, but they do not establish a clear connection between the damage to the underside of your vehicle and the incident at our store. To ensure an accurate assessment, we can arrange for an independent appraiser to evaluate the damage and determine if it is related to this incident. Please let us know if youd like to proceed with this option.
We appreciate your patience and understanding as we work toward resolving this issue. Should you have further questions or wish to proceed with the appraiser, please dont hesitate to reach us back.

Thank you for shopping with us.
*******
Customer Support Center
Case ***********
Customer Answer
Date: 03/11/2025

Complaint: 22952961

I am rejecting this response because: The damage to my car happened 3 months ago & while Safeway did pay for some of the damage it has continued to stall on other damages & may time. I did not stop at Safeway because I needed a project.
The cause of the damage was a pothole that they admitted they knew about. When AAA came out to help they said they had been out several time before that week to take care of other cars. My car is a standard upper model ****** Camry all of which have 5" of ground clearance. The pothole in question measured 6 1/2" deep so obviously the underside of the Camry hit the pavement. This pothole at a minimum should have had a sawhorse type barricade with a light & cones guiding people around it. It had nothing. The pothole is a block from Tractor Supply, 1 1/2 blocks from Ace Hdw. & 3 blocks from *****. I would have sent a handyman to purchase crushed rock to fill it & possibly quick set concrete for the top.
Had the above been done I would not be going thru this. I am dealing with family & personal medical issues plus as president of an HOA I should be rewriting our CC&R's. I can not afford any more time. If you want to examine the underside you will need to bring a lift to my home but any further damage witll be your reponsibility.

I expect to be paid at this point per the ****** estimate previously submitted & for my time.
SAFEWAY CAUSED ALL OF THIS TURMOIL! If you care about your customers; myself & all that I will tell you will take cate of this NOW!

Sincerely,

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

Thank you for sharing your concerns. We want to ensure that this matter is resolved to your satisfaction. To address the additional damages youve mentioned, we are happy to arrange for an independent adjuster to assess the situation. Please contact ******* ***** at ************ to schedule an appointment at your convenience.

We are committed to resolving this matter and appreciate your cooperation in moving forward.

Thank you,
****
Customer Support Center
Contact ID: ********
Customer Answer
Date: 03/25/2025

Complaint: 22952961

I am rejecting this response because: I agree to have car inspected under my conditions. I also expect to receive the cost for the work outlined in the *** ****** estimate & to be paid for my time. Safeway was clearly negligent.
I also wanted the following to be on the record. On Monday March 24 at approximately noon Washington state time I called ******* ***** & left my name, phone number, & claim number. I did the same on Tuesday March 25 at 9:30. I want it known that I have met the time line to continue this claim.

Sincerely,

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

Thank you for providing additional information regarding your claim. We understand your expectations concerning the inspection of your vehicle, the reimbursement for the costs outlined in the *** ****** estimate, and compensation for your time.

We have noted your statement about the timeline, as well as your attempts to contact ******* ***** on March 24 at approximately noon (Washington state time) and again on March 25 at 9:30 AM. This information has been documented to ensure that your efforts to comply with the timeline requirements are properly recorded.

We kindly advise you to await further communication from the appropriate team regarding the status of your claim.

Thank you,

******
Customer Support Center
Contact ID: ********
Initial Complaint
Date:02/14/2025
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.
Im concerned about ongoing issues related to advertised offers not being honored/applied accurately. This happens on a regular basis, What troubles me more than anything is that there are many consumers who can barely afford to put food on their tables and they rely on these advertised offers in order to feed their families. On 2/9/2025 I saw a posted, "Digital Coupon $3.00 off when you buy Three (3) Smithfield Participating Products". I tried to activate the offer on my Safeway app and received a response: "Sorry, no deals found for this item". I attempted to address the concern with the store associates who responded rudely and did not help to address the issue. I went ahead and made my purchase and followed the offer details as advertised but did not receive the store disounted offer. This happens on multiple occassions. I have filed a complaint with the ***************************************** and would also like assistance from the Better Business Bureau to help address this issue and ongoing fradulent practice. I should not have to spend hours of my time scanning my receipts , calling Safeway customer service for error resoltion, file complaints with the *****. This is wrong and consumers need to be protected, especially vulnerable populations.
Business Response
Date: 02/25/2025
Greetings *** *****,

Thank you for bringing this matter to our attention, We understand how important these advertised offers are, especially for consumers who rely on them to feed their families.
Your concerns regarding the $3.00 off digital coupon for ********** participating products and the issues you faced with our app and store associates have been reported to the assigned department. We are currently investigating the matter to ensure that these issues are addressed promptly and effectively.

We appreciate your patience and understanding as we work to resolve this. If you have any further questions or concerns, please do not hesitate to reach out to us.

Thank you once again for your feedback.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 02/25/2025

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:02/14/2025
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.
On Tuesday, January 28, 2025 I placed an order at Safeway store # **** for pickup at 7:25 am but cancelled it at 11:09 the same day. I received a text from Safeway saying that they had received the cancellation and my card had not been charged but It was charged. I called their customer service number on January *********************************************************** 5-10 days. Today is February 14 and I have not received the credit to my card it has been 14 days.
Business Response
Date: 02/25/2025
Greetings ***** ********,

Thank you for reaching us and following up with your refund.
Upon reviewing your account, I see that a refund request was submitted on January 31. However, as you have not received the refund yet, we have sent a follow-up to the assigned department to expedite this process. Kindly expect an email notification once there is an update with your refund.
Thank you for your understanding.

*******
Customer Support Center
Case ***********
Customer Answer
Date: 02/25/2025

Complaint: 22940557

I am rejecting this response because: I am rejecting this offer temporarily because I was already told that I would receive a refund but did not. I want to keep this complaint open until I receive the refund. Thank you.

Sincerely,

***** ********
Customer Answer
Date: 03/04/2025
The charge has been refunded. Thank you for your help.
Initial Complaint
Date:02/10/2025
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 had an online order (*********). I ordered 6 packages of chicken and received 6 packages of chicken. It was B1G1, so I should have been charged for 3 items. However, it looks like they scanned 7 packages and charged me for 4 of them. Moreover, if you look at the last 2 chicken items on the receipt, they have the exact same weight, so it looks like the person scanned the last package twice by mistake.I thought this would be an easy mistake for them to fix, but when I tried to report this through the website, it failed, and told me to contact customer service. After that, the process was like a nightmare. First the agent said I was not charged for 7, but only 4 - I explained the B1G1 situation, then the next agent (or maybe the same one) said there is no proof that I ordered 6, then I sent the order confirmation, then the next agent seemed to only look at the first page of the receipt, and told me that I was charged for 3 items, and one of these charges being 0. That's also not correct. Why are you making so hard to do business with you?
Business Response
Date: 02/11/2025
Greetings ****** ****,
Thank you for reaching out to us and bringing this issue to our attention.
After carefully reviewing your case, I can confirm that there were indeed 7 packages of Signature Farms Boneless Skinless Chicken Thighs Value Pack - 3 lb included in your order. However, you should have only been charged for 3 packages, as the Buy One Get One (B1G1) offer applies to 3 pairs of chicken thighs. It appears that there is one extra pack of chicken included on the order, resulting in an overcharge.
To resolve this, we will refund the extra package of chicken thighs that was incorrectly charged, totaling $13.11. You will receive the refund within 3-5 business days. Additionally, I will send you a copy of the final receipt to your email for your reference.
We strive to provide excellent service, and your feedback is invaluable in helping us improve. I apologize again for the inconvenience and thank you for your patience and understanding.

Thank you for shopping with us.

*******
Customer Support Center
Case ***********
Customer Answer
Date: 02/11/2025

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:02/10/2025
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.
Safeway Pharmacy consistently refuses to fill my prescription requesting that I receive brand or generic depending on availability. Each month I am told my prescription is backordered so that I have to make an extra trip and take extra steps to reiterate that I am eligible for both. Ultimately they realize that I am correct and fill the prescription but it is frustrating and sometimes up to a monthly. Today I called and the tech told me that they would not fill my prescription as written because it needed to say brand was medically necessary. Until today my prescriptions were at least accepted later than the full by date. Now they are arbitrarily creating additional obstacles, and infringing on my quality of life and impeding on my ability to perform my work responsibilities and duties.
Business Response
Date: 02/19/2025
Greetings ********* *******,
Thank you for reaching out and bringing this matter to our attention.
We sincerely apologize for the inconvenience and frustration you've experienced with your prescription fulfillment. We want to assure you that your concerns have been raised to the pharmacy management team for further action. Please expect to receive a notification via email or a call from the pharmacy team regarding updates on this issue.
Thank you for your patience and understanding.

*******
Customer Support Center
Case ***********
Business Response
Date: 02/19/2025
Greetings ********* *******,
Thank you for reaching out and bringing this matter to our attention.
We sincerely apologize for the inconvenience and frustration you've experienced with your prescription fulfillment. We want to assure you that your concerns have been raised to the pharmacy management team for further action. Please expect to receive a notification via email or a call from the pharmacy team regarding updates on this issue.
Thank you for your patience and understanding.

*******
Customer Support Center
Case ***********
Initial Complaint
Date:02/07/2025
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 ordered some flowers from this business on 1/21/25. The flowers delivered were very poor quality and were not at all as pictured on their website. Despite taking proper care of them and putting them in fresh water, they still died completely after 2 days. That is not the norm. I reached out to the business several times via live chat agent explaining the situation and requesting a refund. I was told a refund was issued and would reflect in 3-5 business days. After 5 business days had passed and still no refund, I reached out again, only to be told that no refund had been issued. I have now spent over 2 hours of my time trying to get this resolved. Id like a full refund and to be compensated for my time. This is all very frustrating.
Business Response
Date: 02/25/2025
Greetings ****** *******,

Thank you for bringing your concern to our attention regarding the quality of the flowers you received in your order.

Upon reviewing your account, I see that there have been refund requests for order #*********. However, it appears that no refund has been posted to your account as of yet. With this, a follow-up to the assigned department was submitted to expedite this process and ensure that your refund is issued as soon as possible. You will be notified through email once refund has been already posted.

We truly appreciate your patience and understanding in this matter. If there is anything else we can do to assist you, please do not hesitate to let us know.

Thank you once again for your understanding.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 02/26/2025

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:02/06/2025
Type:Service or Repair Issues
Status:
UnansweredMore 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 bought this ***** gift card right and when I went to redeemed it said someone else used it. So I basically never got the money and got scammed I looked to check the gift card balance and this website said my card was not activated and I went back to the store and they told me they couldnt do anything about it They also metioned how I was gonna get scammed too. They checked my id as well I was so confused . I was trying to get a gift card for my friend and then I saw how the gift card was not working. I check ***** website and they said the gift card was already redeemed. So basically I got scammed

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