ComplaintsforSafeway

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 6th, 2024, I purchased two $500 ********** gift cards at the Safeway store located at *****************************************. The total amount paid was $1000.On Monday, July 8th, I attempted to use these gift cards at **********, where the cashier opened up the gift card informed me that the cards were fraudulent.Immediately on July 8th, I returned to the Safeway store to seek a refund for the fraudulent gift cards. However, the Safeway staff dismissed my complaint. I am deeply concerned and frustrated by this response, as I paid Safeway for these gift cards, and Safeway accepted my payment. Therefore, it is Safeway's responsibility to ensure the legitimacy of the merchandise sold, including gift cards.On July 9th, I contacted Safeway **************** at ************ (Option 4) to file a claim (Claim Ticket ******). On the same day, I also sent an email to ***************************************** with all the relevant details and photographs of my Safeway receipt and the fraudulent gift cards. Subsequently, I received Gift Card Case Number 11944670.What is particularly alarming is that the Safeway store staff informed me on July 8th that such fraud cases occur frequently and are ongoing. This suggests a systemic issue that Safeway is aware of but has not addressed.I am demanding a full refund of $1000 for the fraudulent ********** gift cards sold to me. Safeway must take responsibility for the merchandise it sells and ensure that customers are not victims of fraud.I expect a prompt resolution to this matter. Please contact me at your earliest convenience to confirm the processing of my refund. Thank you for your attention to this urgent matter.

  Business response

  07/18/2024

  Hello ***********************: 
  
  We appreciate you taking the time to reach out.
  
  The refund for your Ticket #****** has been approved. One of our agents will be reaching out to you to gather more information on how you would like that refund to be processed. 
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case 12006908

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  When using their mobile app to order food they asked me to approve any substitutions but when navigating to the app it would not let me substitute or delete any items to fulfill the order so they automatically substituted items without my permission even though I was well within the timeframe.

  Business response

  07/12/2024

  Hello *************************: 
  
  We sincerely apologize about the substitutions on your Order #********.
  
  After review of your account, we did find a refund of $14.24 for some substituted items, but we went ahead and processed another refund in the amount of $35.32 for the rest of the items. Please allow 3-5 business days to see that recent refund in your account. You should have also received a receipt via the email associated with your order.

  Additionally, we have added a $30 credit to your home shopping account for the inconvenience. Please allow 30 minutes to 24 hours for that to update onto your account.
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

  Customer response

  07/12/2024

   
  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. Thank you for your understanding I love using your guys app and using the meal planning feature 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of the transaction:July 7th,2024 11:20.The amount of money you paid the business:(Provide the exact amount if known, or specify if it was for two Amazon gift cards.)What the business committed to provide you:Two valid Amazon gift cards.What the nature of the dispute is:When I opened the gift cards, I discovered that the claim portion had already been removed. I ended up purchasing cards that were already claimed and therefore unusable.Whether or not the business has tried to resolve the problem:I contacted the store, but they did not offer any solution to the issue.

  Business response

  07/10/2024

  Hello *********************:
  
  Thank you for taking the time to reach out about your Gift Card issue. 
  
  We have created Ticket #****** on your behalf and it has been escalated. Our representative, *******, has called, left a voicemail and emailed you directly. Feel free to return the call or respond to the email for further assistance. 
  
  If you have any other questions or concerns, you can also contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 25, 2024, I purchased 2 Amazon gift cards at two different Safeway stores for a total of $1,000, $500 each. I paid with a credit card. At noon that day, about 2 hours after the purchase, when I tried to use the gift cards, I discovered that the cards were fake and had Apple gift card information attached. I immediately called the Safeway gift card department (For questions, or to order gift cards directly from one of our highly trained customer service agents, please call ************, option #4.), and provided all the information they needed to email ****************************************** I was then issued ticket #******. I subsequently sent 3 more emails with no response, no phone calls. Nothing. I just want my money back.When I looked up information online, I was told that this happens all the time, and that Safeway is well aware of the fraudulent Amazon gift cards and continues to sell them to the public! I want my money back because it didn't show up in my wallet and Safeway prevented someone from stealing my money.

  Business response

  07/07/2024

  Greetings Xurui Kong:
  
  We appreciate your bringing this to our attention, and we are very sorry for any inconvenience this may have caused you. 
  
  We've contacted our ********************* and they let us know that your refund was approved. They need to verify your information before they can proceed, though. Please reply to the email we sent to you today or call us directly at ************** Prompt 4 with the requested information. Our ******************** is open from 6 AM - 6 PM - Monday through Sunday. 
  
  Thank you,
  
  ******************** 
  Customer Support Center
  ********

• Initial Complaint

  07/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered from Safeway on June 27th order #******** while ribeyes were on sale. The day came and went without any sight of my groceries. I reached out to Safeway the next day and was promised I would be refunded. I still have not received any refund confirmation whatsoever. I have attached an image of the transcript as well.

  Business response

  07/15/2024

  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 original form of payment in the amount of $78.20. Please allow 3-5 business days to see that in your account. 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

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order on line delivery. I have ordered this product numerous times (more than 10 times on line) and numerous times when the delivery person goes to get the item its constantly out of stock. Nowhere on the Safeway web site does it say out of stock. The item is Harmless Harvest Coconut Water. This is an ongoing problem. I keep getting emails from Safeway saying they are sorry and will take care of it but the problem still continues. If they cannot guarantee items to be in stock pull it from the web site so people dont order it. Normally you when place an order on line for an item and its out of stock it reads out of stock. They need to fix this issue permanently.

  Business response

  07/10/2024

  Hi ***************************: 
  

  Thank you for taking the time to reach out to us. 

  Our District Front End Operations spoke with *******, the Store Director, who advised that the store is getting back on track with ordering. As of this moment, they have one available and will be receiving the next shipment this weekend.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ID: ********

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Safeway has advertising scheme called Digital Deals. These deals are for members. Using the Safeway App.. the customer needs to scan in the bar code or QAR off of the product or off of the sale placard or or price sticker that is on the shelf below the product. The issues. 1. In the weekly flier, the Digital Deals don't have the items barcodes listed. 2. Scanning the barcode on the product only works some of the time to bring up the deal in the App. Where you click a box to get the deal..3. Sometimes scanning the barcode or QAR code doesn't bring up the page with the deal. 4. Customers and checkers don't like the Digital Deals because of the reccurent problems.5. There isn't any benefit for the customer as compared to only entering your Club Card number by scanning your card or entering your card number to get the sale price when you check out. 6. Safeway is the only benafitiary of Digital Deals as compared to sale coupons.

  Business response

  07/10/2024

  To whom this may concern:
  
  We appreciate the opportunity to address the customers feedback. 

  1.) The digital deals do not include a barcode because they are digital offers and not coupons.
  
  2 and 3.) Digital deals are all available in the app and can be accessed in several ways.
  Scan the barcode on the tag at the shelf
  Scan the actual UPC on the product
  Search for the item by product name on category on the app
  Our weekly printed ad also includes a barcode at the top of the cover where a customer can scan the barcode with their mobile app and add all the digital offers to their list.
  Once you do any of the above and pull the up item, just clip deal and the item will be added to your deals list.
  
  4.) Our store associates can assist consumers with using the app and understanding the offers/deals to help problem solve effectively.
  
  5.) Digital deals allow us to offer higher savings above and beyond traditional saleprices saving our customers money.
  
  6.) When customers clip digital offers and use our loyalty app, customers can get additional benefits.
  They will be sent personalized deals on the items or categories they buy most.
  They can also earn reward point by clipping offers in the app that are redeemable for discounts on fuel or groceries, free items, and/or use as cash off total order
  
  We would be happy to have someone contact the customer and support them while hearing and addressing these concerns directly if the bureau would like to share contact info.

  Thank you. 

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

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 06/23 I had an order for some groceries to be delivered. On the order I specified that I wanted the items to be left in front of my apartment door, and I put very thorough instructions on how to access the building and get to my apartment. When the delivery person arrived, they sent me a text message saying to come get my groceries, then a few minutes later that they had left my things in the lobby, not in front of my apartment door. Now the reason I wanted them left in front of my apartment door is because there are a lot of thefts of packages, etc. from the lobby of my building. That being said, by the time I made it down to the lobby to get my items, they were nowhere to be found. So I immediately came back upstairs and chatted with customer service, and they stated that I could either get a redelivery or a refund. I opted for the refund because obviously the grocery delivery service isn't very reliable at all. They said ok that they had processed the cancellation and refund. Now yestereday upon looking at my safeway app, I see that on that order it says "refund request declined". I would like my refund, it was nearly $140 worth of groceries that I paid for and didnt get, and I believe that the responsibility for that should fall upon safeway, not me, as it was the delivery persons failure to follow the delivery instructions that caused my things to be stolen, not mine. I have attached screenshots of the chat transcript, the texts from the delivery person, my deliverey instructions and the receipt for my order. Thank you.

  Business response

  06/28/2024

  Greetings, ***********************************: 

  We are very sorry that you did not receive your order at your door step, and for the delay in your refund.
  
  We have processed a refund back to your original form of payment in the amount of $138.24, for Order #********. Please allow 3-5 business days to see that in your account. 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 and we apologize for the inconvenience,
  
  Aryssa
  ***********************
  Case ID: ********

  Customer response

  06/28/2024

   
  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

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 19 2024 at 6:40pm me and my girlfriend and our dog decided to go to Safeway off of *************** because we happened to be walking by it. We walked to the back of the building because I didn't want to be in anyone's way. We were lost and was on the internet trying to find our destination but for some reason was having a hard time doing it. My girlfriend sat on the side and gave my dog some water. After she was done she went inside Safeway. The security on duty came up to us and told us we needed to leave because we were trespassing. I told him my girlfriend was inside and was a customer so how was that trespassing. I told him I was using the wifi and not bothering nobody so why was he bothering me. He wouldn't leave me alone. My girlfriend came back outside with some drinks she purchased inside and we drank our drinks while using the wifi. Well the security guard wouldn't stop messing with us. While we were drinking our drinks he came up again and told us to leave and said we were trespassing I asked him how was a paying customer a tresspassor? He said he was going to get his manager so I was relieved because than maybe he could get him to stop harassing us. Well when the manager came out he sided with the security guard and told us we were trespassing. I asked him how were we trespassing when I was enjoying my drink using the wifi. He told me we had to leave. Thank the security guard said he was getting calls complaining about a suspicious person. I asked him did he mean a black person and how did I look suspicious. He manager finally asked how much more time did I need and I told him 15 minutes at the most and he asked can I leave after that and I said yeah. I was on the internet looking up the place we were headed to next. We wasn't bothering anybody but sure we're harassed by the security guard for no reason because we were paying customers so why were we called tresspassors? The manager didn't handle the situation like he should have.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is my second complaint to BBB about Safeway regarding an almost identical situation. Again I have failed to receive a refund to date for Fresh Pass order #******** ( for $65.03) that was delivered to the wrong address on May 28, 2024. That day I called customer service to request a refund. Since then,I have contacted customer service four more times to get refund updates (6/6; 6/12; 6/17; and 6/25), but with no positive results. Once again I respectfully request your help. As I previously indicated, I am a retired senior on a fixed income who cannot afford to simply absorb the cost and move on. And while I have finally stopped using Safeway delivery, I still appreciate what Safeway offers in general. Thank you very much,****************

  Business response

  06/28/2024

  Greetings *******************:
  
  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 original form of payment in the amount of $65.03. Please allow 3-5 business days to see that in your account. 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: ********

  Customer response

  06/28/2024

   
  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,
  
  *******************

*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. ↩