Complaints

This profile includes complaints for Safeway's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Safeway

  PO Box 20 Boise, ID 83726

• 

  Safeway

  1103 SW Highland Dr Gresham, OR 97080-8623

• 

  Safeway

  11919 N Jantzen Dr Portland, OR 97217-8195

• 

  Safeway

  1525 W Main St Molalla, OR 97038-7362

• 

  Safeway

  1550 N Pacific Hwy Woodburn, OR 97071-3622

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:12/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 live close the safeway at ************************************************************************************* So I like to take my children here especially during holidays but these last couple years I have felt very uncomfortable at this safeway. So this seems to be a problem in a lot of places but this is a private business so I believe there should be some rules in place. My 7 year old boy was attacked and mauled by a dog when he was 4 so I have now become more vigilant when it comes to dogs around my children. So I have seen that the safeway in ************ allows anyone to bring in there dogs into the business. So number 1 these dogs do have the potential to maul children that are in your store. So i understand that there are people that are trying to sue businesses by saying they have an emotional support animal but a *** animal is not recognized by the Americans with disabilities act so this is a scare tactic people will use to force your business to allow them to have a dog inside your business but again this does not fall under *** ****. So when my child was mauled I sued the persons homeowners insurance company because this was my only recourse in making things right because California has a two bite law so trying to get the government to do something was close to impossible. Be aware dogs are capable of mauling children or grown *** at your business also they go p*** on the floor of your business which is something I witnessed and the dog owners laughed and just walked away. I implore you to not allow dogs in your business because of dog maulings or unsanitary conditions that can result from dogs using your business as a bathroom and dog owners laughing at the situation. Your business can be liable for injury caused on its property.

• Initial Complaint

  Date:12/10/2024

  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.

  At Safeway, a worker let me into a blocked aisle without warning about wet cement. I stepped in, ruining my shoes. Two workers in the aisle said nothing, and my cousin overheard one laughing, asking, Why would she step in cement? The manager offered to pay for my shoes but handed me socks to leave in, which felt insulting. At checkout, two workers escalated the situation, acting confrontational. The lack of warning, disrespect, and humiliation was unacceptable, and I want accountability for this.

  Business Response

  Date: 12/12/2024

  Greetings ****** ****, 
  
  Thank you for letting us know about this incident. We have opened a customer claim with our provider. We provided them with the photos and details of the incident. They will contact you directly with the information you provided to resolve this. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  Date:12/08/2024

  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.

  12/08/2024: Safeway through their delivery service delivered my groceries to wrong address eve though clear directions were provide when I ordered under order number ********* on 12/08/2024. Safeway through ******** continually does this. I will be filing a complaint against ******** also.

  Business Response

  Date: 12/17/2024

  Greetings ****** *****:
  
  We are sorry to hear that your order was misdelivered again. We have acknowledged the issue and have contacted ******** directly to resolve it, as it appears to be on their end. 
  
  They suggested deleting your delivery notes and re-adding them on the next order because they are showing up in the delivery address field, and this could be causing confusion for the drivers. 
  
  If there is anything else we can help you with or you have any additional concerns, please reply to this message, and we would be happy to help. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  Date:12/04/2024

  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.

  I ordered a grocery pick up order that was delayed by the store. I received an email stating they could not fulfill my order on time and I could reschedule if I wished to. If not I did not need to do anything further. I then went into the store the next day to shop myself since the reschedule would not let me select the next day. The store then automatically fulfilled my order the next day and I was charged for my pickup order despite instructions stating I need to do nothing.

  Business Response

  Date: 12/04/2024

  Greetings ******* ********:
  
  We appreciate you sharing your concerns with us and apologize for any inconvenience this may have caused you. 
  
  We have reviewed your order and confirmed that it was refunded on December 1, 2024, for the amount of $51.43. If you haven't seen the refund in your account yet, please allow 3-5 business days from when the refund was processed. Additionally, you should have received an email receipt containing this information.
  
  Please note that orders that are not picked up will be automatically refunded. You can also contact our *********************** for assistance with this. We are available Monday through Sunday from 6 AM to 10 PM PST at ************.
  
  
  Thank you,
  
  ******** *. 
  Customer Support Team
  ********

  Customer Answer

  Date: 12/05/2024

   
  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

  Date:11/28/2024

  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.

  I have tried to be patient with this company but I will be calling the police tomorrow.This delivery was clearly delivered to someone elses home with the photo they had loaded on their app, that was later taken down. The brick was a dark brown, no house number , no nothing.I understand I live in a college town but I am a professional and if someone can't deliver something to the correct address, you should not drag this out for three weeks. This was a $250 order and do you think I am just going to let it go? I tipped the driver for goodness sakes only to have my groceries mis-delivered and my money stolen, basically.Yes, there have been some mis-deliveries here but there were some questionable college students living next to me until a few months ago. I think they did something but would never ever accuse without proof.But now, this latest order was clearly mis-delivered. The photo shows it and looks like a neighbors home and that the groceries were put on a yard no where near a door.this is very cut and dry and I want my money back, including my tip please.I move soon so won't have to worry about these issues but I have chatted ten times and each time I am told the same thing... the refund is processing... they are checking with the driver.. how many weeks do you need to talk to a driver and process the refund?take the photo the driver took and then compare it to our home and it should be open and closed.The police will be involved and I am sorry i don't want to get anyone in trouble but this is not acceptable. I am a disabled person who has to get groceries delivered a lot and this is a lot of money for me to just let you take from me with no groceries.I look forward to a swift refund and resolution including my tip. Sorry but I can't tip a driver who delivered somewhere else.I also took a photo of the photo before Safeway removed it from their site and if needed, will take that to the police and my bank who is ready to do a dispute.

  Business Response

  Date: 12/01/2024

  Greetings **** ***,
  
  We apologize that your order was delivered to the wrong home and would like to investigate further. Unfortunately, the phone number and email you provided do not match order number *********, and the name on the account is different. For security purposes, please confirm the email, phone number, and name on the account.
  
  We look forward to hearing from you. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22615180
  
  I am rejecting this response because:

   

  I have fried to chat with you ten times. Each time I am told there is a refund but then none goes through. The photo of the house you delivered it to clearly shows the wrong house. This shouldnt be dragged out for a month.  
  

  this is the correct email for the order so youre reply makes absolutely no sense.  
  the address is also correct. *********************************. *********************************** *****. I will attach order details that show this is the correct email. 
  *******************************************

   

  acfuallu I dont see any way to attach more photos but this is silly  this is the exact email on my account with **********************   
  for these orders in question :

   

  105616633 for $310.52 on Nov 7 

   

  that is the one that the photo shows you delivered it to an incorrect home     Clearly  its a lot of telling me youre going to refund me but not actually doing it  its been a full time job trying to chat and email to get the support that should happen quickly when you make such an egregious mistake   

   

   

  
  Sincerely,
  
  **** ***

  1912 larkspur drive 

  Fort ******* co. *****

  Business Response

  Date: 12/10/2024

  Hello **** ***, 
  
  Unfortunately, that is not the information on the account associated with this order. For security purposes, we can't access the account without verification.
  
  If you can, please log into the account where you placed the order and take a screenshot of the account information. 
  
  Thank you,
  
  ******** *.
  Customer Support Team

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22615180
  
  I am rejecting this response because:

  Good grief its a typo   LorO  thats not my name though  you **** re causing me a great amount of stress we this telling me you are refunding me for ml the and nothing done  Im contacting the stated attorneys office too as this is fraud  the phone of the delivery you loaded is clearly not my house   Why would you drag this out so much   I logged into my account and updated my correct name just now    

   

  all of the photos I loaded for this order are direct from the account and I am logged in currently  if you wouldnt ignore direct messages I wouldnt have do file complaints  

  
  Sincerely,
  
  **** ***

  Business Response

  Date: 12/29/2024

  Greetings **** ***, 
  
  Per our privacy and security policy, we do not access a customer's account without verifying account information. Our intention was not to frustrate or inconvenience you, and we thank you for your cooperation. 
  
  We have refunded both misdelivered orders and sent you the receipts to your email(s) on file. These were both processed on 12/24. If you have not already received the funds back in your account, please allow 3-5 business days. 
  
  If there is anything else we can help you with, please don't hesitate to contact us again. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

• Initial Complaint

  Date:11/27/2024

  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.

  I'm here Tues Nov 26 at 9 ******* and I'm refused the courtesy of being able to refund my gift card that's under 10 dollars

  Business Response

  Date: 11/27/2024

  Greetings ****** *******:
  
  We appreciate you sharing your concerns with us and apologize for any inconvenience this may have caused you. 
  
  To assist you better, please provide more details about the store location you visited, the gift card, and the reason for your refund request.
  
  We look forward to hearing from you. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Uploaded is a photograph of a sign seen at the Safeway in *******, **********. I have seen similar signs at Safeways in ********, ********** and **********, **********. Similar signs undoubtedly exist at many other Safeways. As I have already repeatedly expressed to Safeway, there are many problems with this sign.(1) The sign states that self-checkout is now about 15 items, but personnel at various stores have assured me that what is meant is a MAXIMUM of about 15 items; so the policy stated by the sign is contrary to the actual policy.(2) A policy of a maximum of ABOUT 15 items is problematic in itself. What's the actual maximum? Is it a secret? Is it determined by the momentary whims of store personnel?(3)The sign states "we apologize for any inconvenience" associated with the fact that alcoholic beverages and tobacco may not be purchased at self-checkout. This is a falsehood. Unless Safeway is lobbying legislators to have the applicable laws changed, Safeway is not in any way apologetic for this matter, which is out of Safeway's hands. I understand that Safeway wishes its customers not to be upset with ********************** about this matter, but it is not ethical for Safeway to offer customers a false and manipulative apology for something Safeway cannot control.I have, for months, repeatedly made complaints about these signs to the Safeway complaint phone number, been repeatedly told that various different managers would call me to address and resolve the complaint, and then received no communication.I seek: for Safeway to remove all such problematic signs from its stores; for Safeway to review and alter the process that allowed such problematic signs to be placed in its stores; and for Safeway to address and resolve what went wrong with its complaint process such that my repeated complaints, ongoing for months, have received no replies.

  Business Response

  Date: 12/15/2024

  Greetings *****,
  
  Thank you for contacting Safeway. We appreciate your reaching out and the opportunity to respond. Were sorry to learn about your shopping experience at our stores.  We strive to be customer-service-oriented in all aspects of our business and make every effort to correct the situation when we fall short of that goal. **************** has been informed to clear up any confusion.
  
  As with any part of our business, we continuously evaluate and adjust our practices to better serve our customers. Select ********************** have implemented basket limitations at self-checkout to ensure a fast, friendly, and convenient experience for customers and associates for 15 items or less.  
  
  We appreciate your feedback and hope your experience improves going forward.
  
  Thank you, 
  
  ******** *.
  Customer Support Center
  ********

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22605783
  
  I am rejecting this response because:

  The response given does not address, and does not attempt go address, any portion of the complaint.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/25/2024

  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.

  Bate and switch deception. They offer ****** ***** 12 pc beer @ $11.97 retail $ ***** . This seemed an unreasonable price so tried to order and credit card was successfully charged with TXT confirmation. Went to purchase and item was substituted with inferior item claiming out of stock. **** back to website and product is still available until 2/25. This is clearly false advertisement ment to bring customers in under false pretenses.

  Business Response

  Date: 12/02/2024

  Greetings ***** ********:
  
  Thank you for taking the time to share your concerns with us. 
  
  We want to look into this further. Can you please provide the location you shopped at, your email address and phone number on your loyalty account, and an order number, if applicable? 
  
  We look forward to hearing from you. 
  
  Thank you,
  
  ******** *. 
  Customer Support Team. 
  

• Initial Complaint

  Date:11/24/2024

  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 10/7/24, I ordered groceries to be delivered. I received a text alert stating that my groceries had been delivered; however, the photo showed the groceries at a house that was not mine. I immediately contacted customer service and was told there was nothing they could do and my order would be refunded in 7-10 business days. 7-10 business days later, I contacted customer service by phone because nothing had been refunded. I was assured that it would be refunded "this time" in 7-10 more business days. On 11/3/24, I contacted customer service by phone again and was told by ***** that it "really would be processed this time". I was given case #********. On 11/13/24, I called customer service again and **** said it was still pending. She promised to call me in 24 hours with reference #********. She never called. On 11/15/24, I spoke to Kes who said, I am sure this will be resolved when I submit this escalation request. It will be 5-7 business days. I dont have the option to transfer you to anyone. I was given case #********. It is now 11/24/24 and I have not received the refund yet.

  Business Response

  Date: 11/26/2024

  Greetings ***** ******:
  
  We appreciate you sharing your concerns with us and apologize for any inconvenience this may have caused you. 
  
  We have submitted a refund of $73.17 back to your card. Please allow 3-5 business days to see that credit back to your account. You should have also received an email with the same information.
  
  If there is anything else we can help you with, call our *********************** at ************. We are available Monday through Friday from 6 AM to 10 PM PST. 
  
  Thank you. 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  Date:11/22/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 didnt get my order ********* they delivered to wrong apartment complex i contacted requested a refund and still no refund i am requesting a refund