ComplaintsforCanada Safeway Limited (HO)

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased * refillable water jugs from Safeway. I have purchased these before but stopped when we no longer needed the service or went elsewhere. We returned due to convenience. I paid $** for each bottle and was told it's a $** DEPOSIT.After a few months we decided to go back to ******** for our water and I went to return the * bottles for my $** deposit.The **************** informed me that it is NOT a deposit with this new water company. You have purchased the bottles and are just charged for the refill. We were NOT informed of that when we purchased. We were NOT told of this change. Otherwise we would have gone elsewhere that charges a deposit and refunds it. We have never heard of this type of refillable bottle charge before.I left the water jugs there and left told them we will no longer shop at Safeway. This happened Sunday may *** 2024 before ****am.I want my deposit back. $***** That is $** for each bottle returned for deposit.

  Business response

  08/05/2024

  Thank you for bringing this to our attention. We apologize for any confusion or inconvenience this may have caused. We are currently investigating the issue, and in order to do so effectively, we kindly ask that you provide us with the following:
  
  1. The address of the Safeway store at which you purchased the water jugs; and
  2. A copy of the receipt confirming the purchase (including the date) of the water jugs.

  
  Once we have these details, we will be better positioned to look into this. Thank you for your understanding.
  
  Sobeys Capital Incorporated

  Customer response

  08/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  This is in response to the business questions.

  #1.Safeway ********** ********, **
  ************** **************

  #2. These * jugs were purchased over * months ago. And I am sorry, I really don't keep receipts for * months unless it is a major purchase.

   

  Sincerely,
  
  *************************

  Business response

  14/05/2024

  After thorough investigation, we have received confirmation from the store manager that they have been in contact with you directly in order to resolve the matter. We now consider this matter to be closed. We look forward to serving you again soon.

  Sobeys Capital Incorporated

• Initial Complaint

  18/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  January ** **** I am writing to bring to your attention a serious concern regarding the hazardous icy conditions on the sidewalk outside your Safeway Liquor store at ****************************************************** As a regular customer of your establishment, I believe it is crucial to address this matter to ensure the safety and well-being of both patrons and employees.On December ** 2023, I encountered an extremely slippery and icy sidewalk while entering your store.(Liquor store side) Despite my best efforts to navigate carefully, I observed several other customers struggling to maintain their balance as well (I fell myself and hurt my back)and I wasn't able to work for * days. This not only poses a significant risk of injury to customers but also reflects poorly on the store's commitment to ensuring a safe environment for its patrons. I understand that weather conditions can be unpredictable, and maintaining the sidewalks during winter can be challenging. However, I believe there are measures that can be taken to mitigate the risk of accidents. Here are some suggestions:Prompt Snow and Ice Removal: Regularly clear the sidewalks of snow and ice, especially during peak shopping hours. Application of Salt or Ice Melt: Utilize salt or ice melt products to prevent the formation of ice and to promote safer walking conditions.Warning Signs: Place visible warning signs to alert customers to the icy conditions and encourage them to exercise caution.Increased Staff Vigilance: Instruct staff members to monitor and address icy conditions promptly, ensuring a safer environment for customers.I believe that taking proactive measures to address these concerns will not only enhance the overall shopping experience for customers but also contribute to the positive reputation of your store within the community. I appreciate your attention to this matter and trust that you will take the necessary steps to rectify the situation promptly. I did made a Customer complaint and no one got back

  Business response

  26/01/2024

  Dear **********************,
  
  Thank you for contacting Safeway about your experience at the ******* Safeway Liquor Store on December **, 2023. Safeway takes this complaint very seriously and is continuing to investigate. A member of the Safeway team will follow up with you regarding this complaint. 

  Sobeys Capital Incorporated 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was shopping around ****pm of Dec **. the price tag in the seafood counter shows Fresh Malpeuqe Oyster is $**** each. so I ask the man working at the counter ****** to pack ** oysters. Later as I scan the Oysters at self checkout I realized it scan at *** instead of $** for ** oysters. I noticed that the price label says $*** per unit not $**** which is a mistake. I let a staff work at selfcheckout know there is a mistake in pricing and she took the item back to check with ****** in seafood, and came back with corrected price tag. $**** per unit, totalled $**. I then shows them the website about Scanner Price Accuracy Code, and said that they need to gave me additional $** off because of the competition act. She refused and pull ****** to the front, ****** was very rude and started the conversation with what do you want? I was very angry at his attitude but claimly explained my ask again to him and ****** claimed that he was unable to gave discount as the price is already corrected? What? I then ask for the Manager and explain one more time my ask for $** off according to ************* Accuracy Code. The man ********* claimed to be acting manager of the store also refused in a bad manner saying that the code does not apply because the item was on sale and have expired. They still have the old price tag and he already honoured the sales price for me this cannot gave $** off. Which I pointed out thats not what the law says, the item is scanned at the wrong price than what it showing in your price tag for it. He insisted what he stand in a disrespectful way. I still feel very angry at the attitude towards me and handling of this issue by of staffs (****** etc.) at this store and unprofessional behaviour of the manager ********* for not respecting me and not knowing or following the law. I later found the $**** was the special on Safeway flyer for Dec ***** and the sale is nationwide, so Dec ** is the second day for this sale not expired as the manager claimed.

  Business response

  12/01/2024

  Thank you for bringing this to our attention. We are working on a solution with the store to help rectify this matter and will be in contact with you soon regarding next steps. Thank you for your patience.

• Initial Complaint

  25/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Canada Safeway Store **** , ********* ******* November 28, 2021. Receipt was not kept but the transaction was recorded on my credit card statement.History On Nov 28 I purchased 4 gift cards from Safeway for $100 each, 3 were for *********** 1 was for *** ***. I gave them to my daughter and son at Christmas time. In January my daughter tried to use 2 of the ********** cards and they failed. I returned to Safeway, they said it wasn't their problem, it was the company they got them from, a company called ********* *******. After a 1 month investigation by ********* they replaced the two cards .Now the problem, in February 2022 my son tried to use his ********** gift card with the same result, no money on the card. I returned it to Safeway who contacted ********* again. This time ********* said " the card has $0 on it, someone must have used it , contact ********** for a printout of the purchases. I called ********************** in *******. They said the card had $0, and there was no record if it ever being used. I provide this information to Safeway and ********* with no result, They say it's not their problem. There has been numerous emails between myself and both company with no result. The bottom line is I am still out $100. A side note , *** *** gift card worked perfectly.

  Business response

  07/04/2022

  Please see correspondence ********. 

• Initial Complaint

  25/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint is about not being able to use my Safeway Corporate gift card as intended. The terms and conditions state that one of these cards can be used to buy anything in store except another Corporate gift card.On Sunday, October 3 - I attempted to pay for the purchase of 2 Air Canada gift cards with my corporate Safeway gift card. I was denied by the cashier and manager at ******* (*********) Safeway in *********. I was actually embarrassed in front of other customers as the manager mentioned "*****" loudly indicating that I might be doing something wrong. I have bought third party gift cards multiple times in the past with a corporate Safeway gift card. I quote the terms from the safeway.ca web site "Corporate Gift Cards (Cards) have no value until activated. Cards are valid at participating stores in Canada. Cards can be used for all in-store purchases except another Corporate Gift Card (grocery, fuel or liquor), to buy third-party gift cards in any ***** locations, stores in ****** or ******* ***** stores in **************** or as prohibited by law"This clearly states that a corporate gift card can be used to buy third party gift cards except at *****, ******* ***** and stores in ******.

  Business response

  03/11/2021

  ******** please find a letter, dated and submitted as of November 3, 2021 for onward circulation to our customer. 

  Customer response

  04/11/2021

  
  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 appreciate the fast response and gift card offer.. thanks.  I would like to confirm though, that this matter has been clarified with the store(s) and I may now use my Corporate Safeway gift card to purchase third party gift cards.  
  
  Sincerely,
  
  *************************

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