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

580 total complaints in the last 3 years.
240 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:11/06/2023
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.
To whom it may concern,I placed an order at www.Safewayflowers.co. for a funeral service. Here is the order number for my purchase: Master ID: *********. I ordered two flower arrangements, Item: S16-4471 and Item: S3-4442. The costs for both items is listed here:(1st) Item: S16-4471 cost $311.99 and (2nd) Item: S3-4442 costs $174.99. The funeral service was held on 9/25/23 at Moutain View Funeral home. On the day of the funeral, I noticed the flower arrangements that I received. DID NOT LOOK like the pictures on the website.On 9/26/23, I made a telephone call to Safeway flowers to express my concern and disappointment in the flower arrangements that I received. Later that day (on 9/26/23) I received an email from Safeway Floral. Here is email address *************** In the email message, I received I was requested to send pictures of the flower arrangements. On 9/27/23, I attached pictures of the flower arrangements. Along with, the issues that I had with the flower arrangements. On 10/9/23/, I called Safeway flower to follow up. I spoke to ****** and I informed her that I was following up per the pictures I had emailed on 9/27/23. ****** said that she would reach out to a supervisor to check on the status of my issue/complaint. She placed me on hold for ABOUT 10 MINUTES. When she returned back to the telephone, she asked me to continue to hold. I was placed on hold for another 5 MINUTES. Finally, the next time when she came back to the phone. I requested for her to send the supervisor's response to my email. Seeing that, I could no longer wait on the telephone. The next day, I checked my email. However, I did not receive and update.On 10/20/23, I still had not received a response email. On 10/20/23, I called Safeway flowers for a second time, to receive a resolution. I talked with a customer service representative and explained my issue/complaint. Again, I was placed on hold an extended hold.At this point, I am seeking help to receive a resolution.
Business Response
Date: 11/07/2023
Greetings ***************************:

We are sorry to hear that you were not satisfied with the flower arrangements you purchased or the customer service you received while attempting to remedy the situation. We hope you will accept our apologies for not only the poor experience but any inconvenience this may have caused.

We want to try to get to the bottom of this for you. At your earliest convenience, please let us know which Safeway location the flowers came from, and if possible, please attach the photos you have of the flowers to your response.

Thank you,

*************;
Customer Support Center
Case ID: ********
Customer Answer
Date: 11/08/2023
Dear ******,
I attached the pictures of the flower arrangements, I received from Safewayflowers.com. Also, I attached my proof of purchase that includes the price of each flower arrangement (at the time, I made the purchase) I purchased the flowers arrangements ONLINE at Safewayflowers.com.
Feel free to share the pictures along with my proof of purchase with Safeway.
Thank you!
******
Business Response
Date: 11/18/2023
Greetings ***************************:

Thank you for sharing that information with us, and again, we apologize for the inconvenience. We have shared the information you provided and your contact information with our team and are currently waiting to hear back about how to proceed. Once we have received an update, we will update you here.

We greatly appreciate your continued patience while we continue to look into this.

Thank you,

*************;
Customer Support Center
Case ID: ********
Initial Complaint
Date:11/04/2023
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.
Delivery order cancelled by store on Oct 23. Spoke with store manager on Oct 24 . Was told refund would be processed that day and to wait 3-5 business days. Here I am on November 5th with no refund, no email nothing! Spoke with several chat agents and Everytime I'm told 3 different things. I want my refund so my kids can eat thank you ??
Customer Answer
Date: 11/05/2023
Issue resolved on Nov 5 2023
Business Response
Date: 11/05/2023
Greetings ***************************:

We apologize for the inconvenience caused by the cancellation of your order. We have reviewed this matter and have submitted a refund of $32.48 back to your original method of payment. Please allow us 3-5 business days to process your refund. If your funds have not reached your card by the end of the 5th day, we encourage you to contact your benefits office to inquire about the release of the funds.

If you have any other questions or concerns, please don't hesitate to reply here or call our *********************** at ************.

Thank you for shopping with us.

********
***********************
Case ID: ********
Customer Answer
Date: 11/06/2023

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:11/04/2023
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 november 1st 2023 i made an order for groceries online through the safeway app. there was a glitch or something within the safeway app and the order didnt get put through but the app debited my ebt account for $250.99. so i called customer service to get my funds returned. the guy said he could see the amount debited from my account and that there was no order that went through. he said he put a note in to inform whoever about this discrepancy and to call back in 24 hours if my funds had not been returned. on november 2nd the funds were not returned but i noticed in my ebt app there was a food return about a half hour after i had called the first time for $66.17. i called customer service and talked to a gal that put in for a dispute on my transaction. i called customer service on november 3rd and they gave me the disputed transactions hotline. so i called them on november 3rd. they said they didnt know what was going on and couldnt see my account information from their side and that i would be hearing from them on the decision made for my dispute in **** business days. there is nothing to dispute! they even have a term for when this happens, they called it a "ghost transaction". and also my ebt is locked up and i cant use it anywhere else and this is not dhs' doing. i have children to feed! we depend on this assistance! and i have to tell my kid sorry we cant eat until safeway decides to give me my funds back that they basically stole!!! and there is no supervisor or department to deal with this except the disputed transaction hotline! this is not acceptable!!! there is no one to hold accountable for starving my family!
Business Response
Date: 11/05/2023
Greetings ***************************:

We apologize that your order did not go through successfully, and your card was still charged. Please accept our apology for any inconvenience this may have caused you.

Since we don't have an order number, please reply with the last four digits of the card used and the exact amount if different from the $250.99 you previously stated, as this will allow us to investigate this matter further.

If you aren't comfortable providing this information here, please call ******* Services at ************.

Thank you,

********
Customer Support Center
Case ID: ********
Initial Complaint
Date:11/03/2023
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.
Today, November 2, 2023 I went into Safeway between 2 and 3 PM to pick up some Chinese food for dinner. This store offers self serve cooked Chinese food. I served myself some food in a takeout container and started walking out when I notice a homeless man serving himself some food. This man smelled so bad of urine and looked like he had not taken a shower or bath for weeks if not longer. The food is not protective whatsoever from people coughing into it. It does not have any kind of glass or plastic protectors. Not too long ago I suggested to a women at customer service that they install some. I reported todays incidence to a lady at the self check out before walking out of the store. She said she smelled the man and told me how bad he smelled. She immediately began walking toward the area where he was. Once I got home, I thought about the situation and ended up throwing it away. I probably should have taken it back but unfortunately didnt have anyone to stay with my mom which I care for.. They need to install some kind of protective covering or have somebody serve the food like other Safeways.
Business Response
Date: 11/06/2023
Hello ******************************:

Thank you for reaching out. We were able to locate your account, but did not find a transaction from 11/2/23. Please reply with the store location you visited, so we can better address your concern.

We look forward to hearing from you soon.

Aryssa P.
Customer **************
Customer Answer
Date: 11/07/2023
The Safeway that I am referring to is located at ********************************************************************************. Phone number ************
Business Response
Date: 11/17/2023
Hello ******************************:

Thank you for providing us with that information.

We are following the guidelines of Contra Costa County by having a sneeze guard in place to protect the food. We cannot discriminate against any customer but we will be very vigilant about keeping an eye on the self-service stations, will clean the area often and change out the food when necessary.

We apologize for the situation you encountered and please see the Store Director, ****, so he can take care of a refund plus a gift card for your time.

Thank you,

Aryssa P.
Customer Support Center
Initial Complaint
Date:11/02/2023
Type:Delivery 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 placed an online order on ****-23 My oder number is74233935. The order was suppose to be delivered on **** at 4pm to 8pm. My order was never delivered I did a chat with an agent in app 9:00pm and was told that the order would be would be rescheduled becausr the store is about to close. The app never showed that it would be rescheduled nor did I get an email confirmation. I chat with another rep on the app to cancel the order I was told that it was canceled. Again I never receievef an order cancelation. The online delivery service and app as well as the reps is the worst ever. I want my refund!!
Business Response
Date: 11/11/2023
Greetings *******************************:

We are sorry to hear that your order was not delivered as scheduled. We have looked into this and processed a refund of $111.68 (the delivery fee was refunded on 11/2, so $4.19 from the total.) for the remainder of your order. You should have received a receipt in your email confirming this. Please allow 3-5 business days for this to be credited back to your account.

If you have any other questions or concerns, please don't hesitate to reply here or call our *********************** at ************.

Thank you for shopping with us.

********
***********************
Case ID: ********
Customer Answer
Date: 11/12/2023

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:10/29/2023
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.
Albertsons Safeway has the worst customer service. The only way I get anything done is by contacting senior representatives in *****************. I'm so frustrated. I shouldn't have to email a vice president or a regional manager just to get something resolved. Every time I contact the Safeway call center I get more frustrated. They promise callbacks that never occur. They claim perpetual system enhancements which restrict their ability to help me. I have listened to a woman tend to her baby for more than 5 minutes on a recorded phone call before she just ends the phone call. And none of this has to do with the relatively minor issues I have at local Safeway stores. I contact your Safeway customer service to you know get customer service. I don't understand why you even operate a call center if it's never going to resolve any issues.
Business Response
Date: 11/06/2023
Hello ***************************:

We apologize about the experiences you've encountered when calling in to our *********************** to get assistance.
Please know we have shared your discontent with our *********************** Supervisors for review.

Thank you,

Aryssa P.
***********************
Customer Answer
Date: 11/06/2023

Complaint: 20797319

I am rejecting this response because: I still have yet to hear from the store director. When can I expect to get the value of the 5% off recent purchases for my recent vaccinations?

Sincerely,

***************************
Business Response
Date: 11/18/2023
Greetings ***************************:

We are sorry to hear there has been no follow-up from our Store Director regarding the vaccination discount voucher. We want to ensure that the appropriate team receives this information. Could you please confirm where and when you received your vaccination?

Thank you,

*************;
Customer Support Center
Case ID: ********
Customer Answer
Date: 11/18/2023

Complaint: 20797319

I am rejecting this response because: I contacted your customer service phone number multiple times. They told me multiple times this door director would be in touch.
Location I received the vaccine:
*************************************************************************

Sincerely,

***************************
Business Response
Date: 12/11/2023
To whom this may concern,
Our Store Director, *************************, spoke with *************************** today and fixed the situation by offering him the *** value on the coupons that he did not receive. Customer said that he had called the customer service line 3 times previous without hearing from the Store Director, who them explained to him that if he had just asked for management on the day that this occurred, or worst case scenario just called the store directly, it would have been corrected on the spot.
We understand that the customer was just frustrated that the customer service "was not doing their job," and this was already shared with our **************** Center Supervisor for review.
The customer was not able to come back to the store and mentioned he could pick up his gift card at Store #**** which is by where he lives, and he uses the bus as transportation. As a result, our Store Director, *************************, spoke with **** and *** over at Store #**** and they will be providing the customer with a $40 gift card as compensation.
Thank you for your time. We ask that you please consider this case closed.
Aryssa P.
**************** Team
Business Response
Date: 12/12/2023
Greetings ***************************:

Thank you for taking the time to reach out to us regarding your concerns. Our Store Director has reached out to let us know that they were able to get in touch with you and get this matter resolved.

If there is anything else we can help you with, please don't hesitate to reply or call our *********************** at ************.

Thank you,

********
Customer Support Team
********
Initial Complaint
Date:10/29/2023
Type:Delivery 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.
The date of the order was 9/25/2023. The order number is ********. The latest reference number/case number is ********. The grocery order was delivered to the wrong address. My attempt to contact the driver went to a voice mailbox that was full and I could not leave a message. A call to corporate said they had to contact the store the order originated from and they would contact me to let me know. I didn't hear back from anyone from Safeway that day. I got a call from someone at the address where the groceries had been delivered and sitting on the front step for four hours. I've been told by Safeway multiple times a refund would be issued and non has been forth coming. It has been over a month. Every time I've made an inquiry it has triggered another 5 to 7 day wait for a refund. I've been a customer of Safeway for over 25 years and I am disappointed with the lack of customer service.
Business Response
Date: 11/04/2023
Greetings Andrew *****:

We are very sorry that your order got delivered to the wrong address, and you have yet to receive a refund. After further review, we have issued you a refund of $135.90 on 11/4/2023. You should have gotten an email stating the same. Please allow 3-5 business days for that to be credited back to your account.

Again, we are very sorry about this and for any inconvenience this may have caused you. We have shared this incident with our internal teams for review so this does not happen again.

If there is anything else we can help you with, please don't hesitate to reply or call our Customer Support Center at *************

Thank you for shopping with us.

Jennifer
Customer Support Center
Case ID: ********
Customer Answer
Date: 11/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20797117, and find that this resolution is satisfactory to me.

Sincerely,

Andrew *****
Initial Complaint
Date:10/29/2023
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.
On 10/28/2023, around **** hours, I placed an online order for grocery delivery from my Safeway app. The order was scheduled to be delivered on 10/28/2023, between the 1800-1900 hours. My order number is ********. Around **** hours, I received a text stating that an associate was shopping my order. Around **** hours, I had not received any updates or status of my order and by this time is was 34 minutes past the delivery window it was at this time that I called the Safeway Freshpass VIP phone line. While on the phone with the Safeway customer service representative, I was informed that all the customer representative could do was send a message over to the store. While the representative did this action I received a message stating that my order had been gathered and was ready for delivery, around **** hours. I made repeated attempts to contact the store regarding the status of my order and no one answered the online order department phone. I was finally able to talk with a store representative around **** hours, who relayed a message to the online order department. Around **************************************************************************************************************************** the system at which time I check my online bank statement showing that I was charged $65.53 for my order. My last four online orders from Safeway have been late and this one possibly missing. This is unacceptable. I am out time and money.
Business Response
Date: 11/04/2023
Greetings *************************:

We are sorry your order did not arrive on the scheduled date and time, and we sincerely apologize for the inconvenience. Upon looking into this matter, we show that DoorDash canceled the order on October 28th, but you received a redelivery the following day. Additionally, a $10 credit was applied to your loyalty account (on the 29th) to use on your next online order. If this is incorrect and there are still unresolved concerns, please let us know.

Again, we sincerely apologize for the inconvenience, as this is not the level of service we strive to provide our customers. This incident was shared internally for review so we can improve our services.

If there is anything else we can help you with, please don't hesitate to reply or call our *********************** at ************.

Thank you for shopping with us.

********
***********************
Case ID: ********
Initial Complaint
Date:10/26/2023
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 10/24/2023 I went into to Safeway located at ******************************************************* and purchased a Ready to heat enchilada dinner, when I opened it, the cheese was molded but the expiration date says 10/30/2023. Why is Safeway creating rancid foods and creating a new expiration date. I also have to return cilantro (wilted), ***** potatoes they have become rotten after one week.My time is valuable as well as the expense of gas. I have been shopping hear for over 20 years, so I expect to have a much better quiality of food to purchase. Why is **** vaper rube **** oz $15.99 and at CVS and ********* it is $5.99 in the middle of the cold season.
Business Response
Date: 11/04/2023
Greetings *********************:

We are sorry to hear about your quality and pricing concerns at our ****** Drive location, and we sincerely apologize for any inconvenience this may have caused you.

We have shared your concerns and contact information with the appropriate teams for further review, and our team will follow up with you as soon as possible.

If there is anything else we can help you with, please don't hesitate to reply or call our *********************** at ************.

Thank you for shopping with us.

********
***********************
Case ID: ********
Initial Complaint
Date:10/25/2023
Type:Product 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 7/26/23 I bought Sephora gift card at Safeway in ******* ** ***** ************ for $150.Card is not working. Safe gave me phone ************ to call. For my problem I have case#******* ticket#******. They asked my a copy of my receipt and both sides of Sephora gift card and I send it. 3 months I cannot get my money. My case still under consideration.Thank you ****************************
Business Response
Date: 11/02/2023
Hello *****************************************:

Thank you for reaching out to us. Please know ***** from our Gift Card Team has reached out to the Gift Card partner (Sephora) and should be in contact with you soon, via the information provided in this complaint.
Thank you.
Aryssa P
Customer Support Team

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