Business Profile

Grocery Store

Safeway

Headquarters

This business is NOT BBB Accredited.

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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

562 total complaints in the last 3 years.
243 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:04/05/2025
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 still have not been refunded for my order i never received ********* its been way more than 7 business days
Business Response
Date: 04/08/2025
Greetings ****** ********:

Thank you for reaching out and bringing this to our attention.

We would like to confirm that the refund request for Order #********* amounting $125.47 has been successfully processed. An email confirmation will be sent to you shortly.

Please note that depending on your financial institution, it may take ****************************************************** your original form of payment.

We appreciate your patience and thank you for choosing to shop with us.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:04/02/2025
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 complained about no one atteding me at on open till for over 5 minutes when I complained to a staff member she called me an a****** i asked to speak to the manager and when I told him he got very defensive at me and to not shop at his store ever again!!
Business Response
Date: 04/02/2025
Greetings **** ******:

Thank you for sharing your experience with us. We understand how important it is to feel valued and respected while shopping, and we take your concerns very seriously.

We have noted your account of the incident, including the lack of assistance at the open till and the interactions with both the staff member and the manager. Please know that we expect all our team members to treat customers with courtesy and respect, and we are looking into this situation to ensure it is addressed appropriately.

To assist us in investigating this matter, could you please provide the address or location of the store where the incident occurred? Additionally, we would appreciate it if you could confirm whether you have an account registered with your phone number and email. This information will help us locate your records and proceed with our investigation.

Thank you for bringing this to our attention. Your feedback is invaluable to us, and we are committed to making improvements to enhance your shopping experience.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:04/02/2025
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.
This happened on April 2nd what it is is a security guard and he's he's trying to find everybody give me somebody don't do nothing here and then you know you're smart talk to them and the story for this thing outside the fat people you just he needs to go before he gets hurt or hurt somebody else and last night he got in my face because he wasn't acting professional and I told him and he cussed me like a dog and the stupid stuff you know and if you don't quit you know thank you he is Brazilian one.
Business Response
Date: 04/02/2025
Greetings ******* ******:

Thank you for bringing this matter to our attention. We take concerns about safety and professionalism very seriously and want to ensure that our customers feel comfortable while shopping.

To help us investigate this situation further, could you please provide the location of the store where the incident took place?

We would also appreciate it if you could confirm whether you have an account registered with your phone number and email. This information will help us follow up with you promptly.

Your feedback is important to us, and we are committed to ensuring a safe and respectful environment for all our customers.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:03/26/2025
Type:Delivery 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.
Complaint Regarding Delayed Pickup Order and Unacceptable Substitution Order #********* Dear Safeway Customer Service,I'm writing to formally ********************** my frustration with a recent pickup order I placed at your *********, ** location (Order #*********).My order was scheduled for pickup between 7:00 PM and 8:00 PM on Tuesday, March 25, 2025. However, despite arriving within the pickup window, my order was not ready until after 8:20 PMwell past your stated deadline for order pickup. This made it impossible for me to receive my order within the designated timeframe, which defeats the entire purpose of scheduling a ********* make matters worse, one of the key items I ordereda rotisserie chicken advertised for $6was substituted with a different chicken product that cost over $20, more than three times the original price. This kind of substitution feels like a bait-and-switch tactic, which is not only misleading but egregiously unfair to your customers.I expect better transparency, communication, and care with order substitutionsespecially when the replacement is significantly more expensive and outside a reasonable price range for an advertised product.I respectfully request:A full refund for the substituted chicken.An explanation for why my order was delayed past the pickup window.Steps your team will take to prevent this type of experience from happening again.Please let me know how this matter will be resolved. I can be reached at this email or by phone if needed.
Business Response
Date: 04/03/2025
Greetings ***** *******:

Thank you for sharing your experience with us regarding your recent pickup order (#*********) at our *********, ** location. We understand the importance of receiving your order on time and with the correct items, and we take your feedback seriously.

We apologize for the delay in your pickup order and understand the inconvenience this has caused. We are currently looking into why your order was not ready within the designated pickup window of 7:00 PM to 8:00 PM. We are committed to identifying the cause and ensuring that our team adheres to the scheduled pickup times.

Regarding the substitution issue, we understand your concern about the significant price difference between the advertised $6 rotisserie chicken and the substituted item costing over $20. Our substitution policy aims to replace items with similar products when the originally ordered item is unavailable. However, we agree that the replacement should be within a reasonable price range.

We are also reviewing our substitution practices to ensure that similar issues do not occur in the future. Your feedback helps us improve, and we truly appreciate your understanding and patience.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:03/24/2025
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 03/01/2025 I ordered a Safeway Delivery Order through the Safeway App order #********* totaling $156.90 when my order was delivered I realized I only got half of the things I paid for which totaled $82.10 I immediately contacted customer service in which I was told the refund would be received in 3 days I still to this date have yet to receive my refund. I've contacted the company almost daily for the past month and am always given the run around they tell me they have escalated my case escalation id #******** but nothing ever happens I contacted the storeanager at my local Safeway who argued with me I ordered through door dash which is incorrect. I just want my money refunded I used my EBT card which is my only means of buying food so not having my groceries or the money has created a difficult hardship for me and Safeways staff has had no care or compassion in regards to this
Business Response
Date: 04/02/2025
Greetings ******** *******:

Thank you for reaching out to us regarding your recent Safeway delivery order and refund issue. We understand the frustration and hardship that this situation has caused, and we appreciate you bringing it to our attention.

After further investigation, we're pleased to inform you that your refund of $82.10 has been processed. You will receive an email with details regarding the refund. The refunded amount will be credited to your original payment method within 5-7 business days.

We apologize for the delay and any inconvenience this may have caused.
Thank you for your continued patience, and we appreciate the opportunity to resolve this matter.

Sincerely,

******
Customer Support Center
Case: ********
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:03/16/2025
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,

****** *******

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Safeway is NOT a BBB Accredited Business.