ComplaintsforSafeway

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  No money on apple gift card purchase

  Business response

  07/27/2024

  Greetings *******************:
  
  Thank you for taking the time to share your experience with us. We are deeply sorry to hear there was an issue with the Apple gift card you purchased, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We checked our system and see you have a gift card research ticket open, Ticket #******. To move forward with your ticket, we need images of the front and back of the gift card, the receipt, and an email from the card partner, Apple, saying they cannot assist. Once you have that information, please attach it here or send it via email to ****************************** Please include Ticket #****** in your correspondence.
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction was 06/03/2024. My Mother, Rita **** ****, age 90, bought an ****** gift card for $200 form a Safeway store located at 2751 4th St, Santa Rosa, CA 95405. When we tried to use the card, the card was invalid. The invalid message kept coming up at stores when we tried to use the card. Rita **** **** went back to the Safeway store twice and gave them the information they requested about the card. She has had no responce. I contacted the gift card complaint department for Safeway on 07/02/2024 and they told me to email them a copy of the gift card and receipt. I emailed this on 07/02/2024. The Safeway person said she would get back to me but I have not heard back. I am trying to help my mother with this because she is 90 years old.

  Business response

  07/24/2024

  Greetings Jon **** *****
  
  We are so sorry to hear that the gift card your mom purchased was invalid, and we sincerely apologize for any inconvenience this may have caused.
  
  We looked into this and see that one of our agents called you today (July 23) and left a voicemail letting you know that we would be refunding you at the store level, and you can go into our 4th Street location at your convenience to receive this. 
  
  If you have any questions, please reply here or call our Customer Support Center at 877-723-3929 and select prompt 4 for the Gift Card Department, and they would be happy to assist you further. They are available from 6 AM - 6 PM MST, Monday - Sunday. 
  
  Thank you, 
  
  Jennifer M
  Customer Support Team
  12226169

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 1st I had issues with the order #********. This was cancelled and I was supposed to get a refund. That day at night a few items from the order were still delivered so I contacted a customer service representative and explained the situation. I was told to donate, throw in the trash or do whatever I wanted with those items. That I was going to get a refund for the full amount. The cancellation reference number is # ********. On July 9 I contacted them again and again I was told that I had to wait. The reference number was ********. Then on July 11 again I contacted customer service and again I was told that they were going to process it again. The reference number was ********. Then July 14 with reference # ********. Again I was told to wait . Then today July 22 I was told again that I had to wait. Reference # ********. I dont want to wait anymore. It has been 16 business days since the refund was requested. Could you please help me?

  Business response

  07/23/2024

  Greetings *************************:
  
  Thank you for taking the time to share your experience with us. We are deeply sorry to hear that you did not receive your order and have been waiting a long time for a refund. We sincerely apologize for any inconvenience this may have caused you. 
  
  A refund of $182.89 was processed today, July 23, 2024. Please expect to see it in your account within 3-5 business days.
  
  Again, we are sorry for the inconvenience. If there is anything else we can help you with, please reply here or call our *********************** at 
  ************. We are available from 6 AM - 10 PM MST. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

  Customer response

  07/24/2024

   
  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

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I clipped a few digital coupons that promised 5 dollar rebates for purchase of two separate items that would be rebated within 3-5 business days. I bought an item on the 28th of June (White **** 12 pack) and another on the 4th of July (12 pack of Truly) I never received the rebate. In calling customer service some agents stated that they saw that the coupons were clipped, while others said that there was no such coupon. I spoke with 6 agents in total. All six told me to wait, and call back if it does not appear. Fom July 7th to the 19th I had been directed to wait, and no I am not okay with "store credit" . I want what I was promised. The amounts of the rebates should total $10 and the coupons stated 3-5 days

  Business response

  07/21/2024

  Greetings *******************************:
  
  Thank you for taking the time to share your concerns with us. We are very sorry for any inconvenience this may have caused you. 
  
  After reviewing your account, we found that neither of the rebate offers were clipped to your account now or at the time of purchase. The only rebate on your account is for Modelo, Pacifica, or Corona. In addition, we checked the UPCs associated with both offers and found that the two items you purchased were not eligible.
  
  If the offers are on your account and eligible items are purchased, you will receive the following message on your receipt - "Your Digital Rebate is Under Review. If the transaction qualifies, you will receive an email for additional information." All rebates are handled by ******************* Holdings LLC and PayPal. Albertsons Companies make no payments or decisions on customer PayPal rebates.
  
  If you have any other questions or concerns, please don't hesitate to contact us again. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a FreshPass annual membership from Safeway/Albertsons which advertises delivery of their items as a main feature of membership. I have had the membership for one day and in that time, the majority of items ordered were not in stock at each store I tried to order from, so the service is not being provided as advertised in the FreshPass membership and I cannot order the items I want from their inventory. It's quite disconcerting as a consumer to pay for a service that is not being provided as described. I have attempted to request a refund but they are giving me a hard no, which I find an extremely poor and unreasonable customer experience.

  Business response

  07/20/2024

  Greetings *******************:
  
  Thank you for taking the time to share your concerns with us. We are disappointed that you have not been satisfied with the service and sincerely apologize for any inconvenience this may have caused you. 
  
  We reviewed your account and see that you have placed three orders using your FreshPass subscription, so you are not eligible for a refund as outlined in the Terms and Conditions when you signed up. 
  
  "If you cancel your paid subscription after the first 15 calendar days have passed or if you use the subscription during those first 15 calendar days, your monthly or annual subscription fee will not be refunded. However, you still may continue to use the FreshPass subscription and service through the end of either your monthly or annual subscription plan end date."
  
  These are also on our website under the FreshPass FAQs - ****************************************************************************.
  
  Additionally, we have shared your concerns with the respective stores for review and improvement in the future. 
  
  If there is anything else we can help you with, don't hesitate to contact us again.
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  Customer response

  07/21/2024

   
  Complaint: 22010417
  
  I am rejecting this response because none of the orders were fulfilled. None of them. Youre falsely advertising and selling a product and service that doesnt work.

  This is clearly a cash grab for a poor service and to not refund when none of my orders were fulfilled is poor form.

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

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This store is selling fraudulent gift cards to consumers and refuses to refund. They make the customer go through the troubles of filing a claim through their gift card department just to tell them that there is nothing they can do to resolve the issue, putting the customer out money.

  Business response

  07/27/2024

  Greetings *************************:
  
  Thank you for taking the time to share your experience with us. We are deeply sorry to hear there was an issue with the Amazon gift card you purchased, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We shared this with our team, and they opened a gift card ticket on your behalf to further investigate; the number is ******. Per the notes, the refund was approved, but they need more information from you. They sent an email on the 25th asking you to provide further information, which we will list below. Please reply to that email or send it here so we can share it with our ******************** and move your ticket forward.
  
  Verify Contact Info:
  
  Spelling of your full name
  Mailing address
  The last four digits of the payment card used and its expiration date
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  Customer response

  07/29/2024

   
  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

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 18, I ordered items from Safeway and items were missing. I filled out the form on the website for the missing items for a refund. I went to Walmart and ordered the missing items and had to pay a $10.00 fee to get them delivered in two hours. May 19, I saw my request was denied and I asked why. The items were delivered on Sunday without notice and I don’t know how long they were sitting outside, no one contacted me or knocked on the door. The person on the phone approved the refund and told me to give the items away. I should see the refund in five to seven days. May 22 (approximate date) I called again and asked about my refund, she said they were working on it and I would receive the whole payment back of 198.00 and I should get it five to seven days. May 28 (approximate date) I called again was told it would take five to seven days. June 5, I called again and was told 51.00 would be put in my account five to seven days. June 12, I called again and was told it would be in my account next Wednesday 19 June. I still have not received my refund and it has been over a month.

  Business response

  07/30/2024

  Greeting* Elena P*******:
  
  Thank you for taking the time to share your concerns with us. We sincerely apologize for the unsatisfactory experience and any inconvenience caused.
  
  We have submitted a full refund of $198.73 back to your card. Please allow 3-5 business days for processing before you see it back in your account. Rest assured, you will receive a detailed receipt in your email, too.&nb*p;
  
  If there is anything else we can help you with, reply here or call our Customer Support Center at 877-723-3929. We are available from 6 AM - 10 PM MST, Monday - Sunday.&nb*p;
  
  Thank you,&nb*p;
  
  Jennifer M
  Customer Support&nb*p;
  12105714

  Customer response

  07/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21865938, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Elena P******s

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reaching out to Safeway in regards to a refund, it has now been nearly 4 months and I have not received the refund as promised. On 3/19 I placed an order but it never came, I was told over and over by agents I would receive a refund, then was told to wait 7 business days. 4 months later still no refund, case ID *************** ID ********. Below I will add photos of representatives claiming a refund was processed, yet the business still has my money.

  Business response

  07/17/2024

  Hello *****************************: 
  
  We are very sorry that you did not receive your refund for Order #********, and we sincerely apologize for the inconvenience.
  
  We have processed a refund back to your PayPal account in the amount of $195.21 and you should have also received a receipt via the email associated with your order.
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought products from Safeway.com to pick up groceries on June 1st 2024. The items I received was expired. I reached out to their customer service rep multiple times to get a refund and they kept saying to put it on manually then the refund should appear on my credit card in 3-5 business days. I waited that long, and I still never received my refund. I chatted to about 5 customer service reps saying this. It's already today July 12th and still no refund.

  Business response

  07/20/2024

  Greetings *********************************:
  
  We are very sorry to hear that the items in your pick-up order were expired, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We have submitted a refund of $48.04 for the order in question. Please allow 3-5 business days to see this reflected in your account. 
  
  Additionally, we have shared this incident with our team to prevent situations like this from happening again.  
  
  If there is anything else we can help you with, please don't hesitate to reply or call our *********************** at ************.
  
  Again, we apologize for the inconvenience and hope you will give us another chance to exceed your expectations. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  Customer response

  07/22/2024

   
  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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Being a Safeway customer 30 plus years Ive experienced within the past 6 months a disservice by cashiers. Using reusable bags purchased at Safeway are taken in for bagging groceries bought while in store. These are placed aside by cashier along with items Ive purchased. Cashier then starts with next customers order, expecting me to bag my own items. However, when shopping and purchasing new plastic bags, the cashier bags items Ive purchased. I have verbally inquired about this issue to a young woman who states she is an assistant in charge that day. Her response has been that the cashier by the name of ***** is suffering from dementia and he sometimes forgets. I feel this continues to be an ongoing problem without any resolve. I certainly hope that their elderly patrons are treated with more respect and better customer service.

  Business response

  07/24/2024

  Greetings *****,
  
  We appreciate you contacting us about the issues you had at checkout. We are deeply sorry to hear about your unsatisfactory experience and sincerely apologize for any inconvenience this may have caused you. 
  
  We shared your concerns with our District Manager, and they assured us that this has been taken care of at the store level, and the associate has been spoken to. They also tried to reach out to you directly to discuss this and couldn't catch you, but they did leave a voicemail. If you would still like to speak to our DM, please return their call; they would be happy to discuss this further. 
  
  Please don't hesitate to contact us again should you have any other issues. We can be reached at our *********************** Monday - Sunday from 6 AM - 10 PM MST. We will provide the number for you below. 
  
  ************
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

*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. ↩