Complaints

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

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  Safeway Moving

  5237 NW 33rd Ave Fort Lauderdale, FL 33309-6302

• 

  Safeway Moving

  5217 NW 33rd Ave Fort Lauderdale, FL 33309-6302

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:07/14/2025

  Type:Order 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 signed a contract with Safeway Moving US DOT:37560000 MC:1335229, 09/25/2024 and paid $1492 for the first 1/3rd of the contract. The contract is included with this complaint. I was consistently told that the furniture would be delivered within 7-10 days from the time of pickup, which was completed on 06/20/2025. I paid $1680 at that time and was told I would owe an additional $1680 at delivery. I waited the full 10 days before calling and then was told that delivery would be 7-19 days from the time I gave them when I would be available at my new residence, which was 06/25/2025. It is now 19 days past that time, and after several phone calls to the company and being told they would get back to me with a date, I received a phone call from the delivery driver. He informed me that he could not bring the trailer into my neighborhood, so would need to use a "shuttle" which would be an extra $300 dollars, if I wanted my furniture. This has been incredibly stressful and just unecessary. I paid everything on time and did my part, but this company has not been good at fulfilling their part. Also the contracts they sent all expired and basically disappeared in my email file i had for the company. only could get a couple to reload so I could read and send to the BBB.Thank you for your consideration and help.***** ******* ************

  Business Response

  Date: 07/15/2025

  Dear BBB Representative,
  Thank you for the opportunity to respond to Mr. ******** complaint.
  We would first like to confirm that Mr. ******** move was booked and contracted with Safeway Moving on 09/25/2024. The first payment of $1,492 was collected at that time as part of the agreed-upon payment structure. Pickup was successfully completed on 06/20/2025, at which point a second installment of $1,680 was paid.
  Regarding the delivery timeline, the distance between Mr. ******** origin and destination is just under ***** miles. As communicated during the mandatory verification call and clearly outlined in the signed contract, the average delivery window for long-distance moves is 719 business days from the first available delivery date provided by the customer. In this case, Mr. ********* ****************** available delivery date was 06/25/2025, making the final day of the expected delivery range 07/18/2025. Per our records, the delivery occurred within this range, and thus, the items were not considered late by federal moving guidelines or our own service commitments.
  We understand Mr. ******** frustration with the delivery process. However, we must also address the matter of the shuttle service. This potential charge was disclosed during the verification call and is also outlined in the contract under *************** terms. When a semi-truck cannot reasonably access the customers delivery location due to road restrictions, space limitations, or other factors, a smaller shuttle vehicle is required. The minimum charge for this service is $400. In Mr. ******** case, he was only charged $300, indicating that he received a discount of $100.
  We have carefully reviewed the terms of the signed contract, as well as internal records of Mr. ******** move. Safeway Moving has acted in full compliance with the agreed-upon terms and has provided service within the parameters of the contract. We regret that Mr. ******* feels dissatisfied, but we respectfully maintain that no breach of contract has occurred.

  Customer Answer

  Date: 07/16/2025

  I just want to bring into focus that this company squeezed me for extra money at every step. The "Shuttle" was another money grab for their 3rd party movers to get some extra cash. There was no reason for them to use a shuttle as the area i live in can handle a 3 axle truck if it is for active loading or unloading. They were holding my belongings and talking about taking it back to *********** if i did not pay the extra fee. The 7-19 days was NEVER talked about nor is it in writing. I took it on good faith that they would deliver 7-10 days from the day of pickup, not the first day I would be there to receive it.

  Extremely poor service and communication on their part. Plus all the documents they sent and had in a file "expired"....basically disappeared. Have never seen anything like it.

  Just think other potential clients should know about this.

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

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23597505
  
  I am rejecting this response because: I just sent a response in another email. Please refer to that email.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/22/2025

  Dear Better Business Bureau Representative,
  
  Thank you for the opportunity to again, respond to Mr. ******** complaint.
  
  We would like to reiterate and begin by confirming that Mr. ********* move was contracted with Safeway Moving **** on September 25, 2024. At the time of booking, a deposit of $1,492 was collected as part of the agreed-upon payment structure. His household goods were successfully picked up on June 20, 2025, and the second installment of $1,680 was collected accordingly.
  
  With regard to the delivery timeline, we want to clarify that the move in question spans just under ***** miles. As explained during the mandatory verification call and detailed clearly in the signed contract, the standard delivery window for long-distance relocations is 7 to 19 business days from the First Available Delivery Date (FADD) provided by the customer. Mr. ******** FADD was June 25, 2025, making the final day of the contractual delivery window July 18, 2025. According to our records, delivery was completed within this timeframe, and therefore was not considered delayed under either federal guidelines or the terms of our agreement.
  
  Mr. ******* also raised concerns about a shuttle service fee. This potential charge was proactively disclosed during the verification call and is outlined in the signed contract under the *************** clause. When a standard 18-******* cannot safely access a residence due to parking limitations, narrow roads, or local restrictions, a smaller vehicle must be used to complete the delivery. In Mr. ******** case, the standard shuttle fee of $400 was reduced to $300 as a courtesy, despite the added logistical complexity. This was done in good faith and in line with our commitment to customer satisfaction.
  
  We have thoroughly reviewed Mr. ******** signed contract, communication records, and the execution of his move. Safeway Moving operated fully within the agreed-upon terms and delivered all services as promised. While we certainly regret that Mr. ******* is dissatisfied with his experience, we respectfully maintain that there was no breach of contract, and all actions taken were both lawful and contractually compliant.
  Thank you for your time and attention.
  
  Sincerely,
  
  ***** ******
  
  Sales Director

  Business Response

  Date: 07/22/2025

  Dear Better Business Bureau Representative,
  
  Thank you for the opportunity to again, respond to Mr. ******** complaint.
  
  We would like to reiterate and begin by confirming that Mr. ********* move was contracted with Safeway Moving **** on September 25, 2024. At the time of booking, a deposit of $1,492 was collected as part of the agreed-upon payment structure. His household goods were successfully picked up on June 20, 2025, and the second installment of $1,680 was collected accordingly.
  
  With regard to the delivery timeline, we want to clarify that the move in question spans just under ***** miles. As explained during the mandatory verification call and detailed clearly in the signed contract, the standard delivery window for long-distance relocations is 7 to 19 business days from the First Available Delivery Date (FADD) provided by the customer. Mr. ******** FADD was June 25, 2025, making the final day of the contractual delivery window July 18, 2025. According to our records, delivery was completed within this timeframe, and therefore was not considered delayed under either federal guidelines or the terms of our agreement.
  
  Mr. ******* also raised concerns about a shuttle service fee. This potential charge was proactively disclosed during the verification call and is outlined in the signed contract under the *************** clause. When a standard 18-******* cannot safely access a residence due to parking limitations, narrow roads, or local restrictions, a smaller vehicle must be used to complete the delivery. In Mr. ******** case, the standard shuttle fee of $400 was reduced to $300 as a courtesy, despite the added logistical complexity. This was done in good faith and in line with our commitment to customer satisfaction.
  
  We have thoroughly reviewed Mr. ******** signed contract, communication records, and the execution of his move. Safeway Moving operated fully within the agreed-upon terms and delivered all services as promised. While we certainly regret that Mr. ******* is dissatisfied with his experience, we respectfully maintain that there was no breach of contract, and all actions taken were both lawful and contractually compliant.
  Thank you for your time and attention.
  
  Sincerely,
  
  ***** ******
  
  Sales Director

  Business Response

  Date: 07/22/2025

  Dear Better Business Bureau Representative,
  
  Thank you for the opportunity to again, respond to Mr. ******** complaint.
  
  We would like to reiterate and begin by confirming that Mr. ********* move was contracted with Safeway Moving **** on September 25, 2024. At the time of booking, a deposit of $1,492 was collected as part of the agreed-upon payment structure. His household goods were successfully picked up on June 20, 2025, and the second installment of $1,680 was collected accordingly.
  
  With regard to the delivery timeline, we want to clarify that the move in question spans just under ***** miles. As explained during the mandatory verification call and detailed clearly in the signed contract, the standard delivery window for long-distance relocations is 7 to 19 business days from the First Available Delivery Date (FADD) provided by the customer. Mr. ******** FADD was June 25, 2025, making the final day of the contractual delivery window July 18, 2025. According to our records, delivery was completed within this timeframe, and therefore was not considered delayed under either federal guidelines or the terms of our agreement.
  
  Mr. ******* also raised concerns about a shuttle service fee. This potential charge was proactively disclosed during the verification call and is outlined in the signed contract under the *************** clause. When a standard 18-******* cannot safely access a residence due to parking limitations, narrow roads, or local restrictions, a smaller vehicle must be used to complete the delivery. In Mr. ******** case, the standard shuttle fee of $400 was reduced to $300 as a courtesy, despite the added logistical complexity. This was done in good faith and in line with our commitment to customer satisfaction.
  
  We have thoroughly reviewed Mr. ******** signed contract, communication records, and the execution of his move. Safeway Moving operated fully within the agreed-upon terms and delivered all services as promised. While we certainly regret that Mr. ******* is dissatisfied with his experience, we respectfully maintain that there was no breach of contract, and all actions taken were both lawful and contractually compliant.
  Thank you for your time and attention.
  
  Sincerely,
  
  ***** ******
  
  Sales Director

  Customer Answer

  Date: 07/23/2025

   
  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:06/27/2025

  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 am having my furniture moved from ********** nh to ********************************* they said it would take 5to 12 days I still havent got our furniture they dont when it is going to happen they said maybe next week!!!it will be well over 12 days first off I need my furniture but I also want my money back they didnt fullfil contract can you help me please????

  Business Response

  Date: 07/10/2025

  Hi All,
  
  We are currently reviewing this complaint. We will provide a response within 2-3 business days.
  
  Thank You

  Business Response

  Date: 07/15/2025

  Per our notes,

  These items have been delivered.

• Initial Complaint

  Date:06/18/2025

  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.

  The company moved my furniture from ***** to *******. The company changed the price by $733 because they chose to drive an 18 ******* to deliver my furniture and it could not fit on my street. This company picked it up on a regular sized moving truck and provided no info as to them delivering on an 18 wheeleras a result they charged me so what they term as a satellite service. Where they transferred my things from the 18 ******* to the U-Haul. They also dented my refrigerator because they didnt want to take the front door off the hinges as I told them their team members did when they picked up the appliance. They also misplaced a part to my dryer and instead of taking accountability they lied and said they didnt remove the part which was later found in an unmarked box their team packed. There manager threatened to call the police on me for refusing to sign the delivery form since at the time the part to my dryer was missing. The refrigerator was only a year old and dent free when they picked it up so I want to be reimbursed for that and the satellite svs fee since that was their issue and wasnt disclosed prior to the delivery.

  Business Response

  Date: 07/01/2025

  Dear *******,
  Thank you for your feedback and for giving us the opportunity to address your concerns.
  We would like to clarify that your estimate and contract with Safeway Moving includes full disclosure regarding the potential need for a shuttle service. As stated in the Terms and Conditions section of your estimate:
  Shuttle Service: If a semi-trailer cannot get reasonably close to your final destination for unloading, a shuttle truck may be required to perform the delivery based on the following schedule:
  400 cu.ft. to ***** cu.ft. is $0.75 per cu.ft.
  ***** cu.ft. to ***** cu.ft. is $0.65 per cu.ft.
  ***** cu.ft. and above is $0.55 per cu.ft.
  (Minimum shuttle charge is $400)
  This provision ensures that, in the event access for a large moving truck is restricted by city regulations, physical barriers, or limited space, the delivery can still be completed safely and efficiently using a smaller vehicle. We understand these additional charges can be frustrating, but they are only applied when absolutely necessary and are outlined upfront to avoid any surprises.
  Regarding your report of damages, we sincerely apologize for any inconvenience caused. We will be sending you a claims form so that you can document and submit the affected items for our review. Our claims department will evaluate the information provided and work with you toward a fair resolution.
  We appreciate your business and are committed to resolving this matter to your satisfaction.

• Initial Complaint

  Date:06/16/2025

  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.

  I booked a move with Safeway Moving Systems on April 12, 2025, from ********, ** to ********, **. The total cost of the move was $3,085, to be paid in three parts: one-third at signing, one-third at pickup, and the remaining third at *********** the time of booking, I informed Safeway that my new lease would begin on June 9 and I would be available to receive my belongings that week. I was advised to schedule a pickup for June 2 to ensure delivery would occur during that window.On May 29, I was contacted to confirm pickup and was told my furniture could arrive as early as June 4. I reiterated my June 9 lease date, but was told I still needed to be available by June 4. I made preliminary efforts to adjust my lease to accommodate this unexpected ******** pickup on June 2, I paid the second installment, bringing my total paid to date to $2,060. The remaining $1,020 is due at delivery, and I was informed I must be present to receive and pay.I was told delivery details would be available the day after pickup, but despite repeated phone calls and a formal email sent June 11, I received no meaningful update. When I called again on June 12, I was told that my delivery could not be scheduled because the truck that will be moving your furniture is finishing another route. I was also told that for moves under ***** miles (mine is 951 miles per my contract), Safeway allows 7 business days for delivery. That window has now passed, and I still have no ETA or update.I was offered a $100 discount on the remaining balance, but this does not address the lack of transparency, unreliable communication, and complete absence of planning or accountability from your company. It is now June 16, and I still have no idea where my belongings are or when they will arrive.

  Business Response

  Date: 07/10/2025

  Hi All,
  
  We are currently reviewing this complaint. We will provide a response within 2-3 business days.
  
  Thank You

  Business Response

  Date: 07/10/2025

  Hi All,
  
  We are currently reviewing this complaint. We will provide a response within 2-3 business days.
  
  Thank You

  Business Response

  Date: 07/15/2025

  ******,

   

  After reviewing your file. We have confirmed that no Breach has occurred. Your first available date of delivery was marked prior than your actual FAD. This caused a confusion as the truck would have been sent out before you were able to accept the items. Fast Forward to your conversation with Dispatch when you informed our team that you were going on vacation and would not be able to accept the items before June 27th causing even further delays. As a courtesy, Safeway opted to offer $100.

   

  Safeway has done no wrong in this and we feel as if this complaint should be closed out.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23472917
  
  I am rejecting this response because:
  
  The information Safeway is providing is incorrect. As stated, I adjusted my lease to be available to receive my furniture as early as 6/2. I was in ******** and available to receive my furniture until 6/15. As that date moved closer, I repeatedly contacted the company to get a better idea of arrival to no avail. I then informed your company, I would be out of state from the 6/16-6/23 and to please let me know if my furniture would arrive during that time so that I could have someone available for pick up. Again, there was a complete lack of communication or follow through on the part of Safeway. After contacting the company multiple times, it was finally explained that dispatch decided to not deliver my furniture because I said I was personally unavailable. At which point I just asked for my things to be returned to my initial address; they refused. Safeway also refused to provide a reasonable date as to when things may be delivered because it had not even been scheduled. My furniture was finally delivered on 6/30 with damaged furniture. The delivery team advised me to reach out to the same person (***** with dispatch) I had been in contact with about the damaged items, to which she said she could not help. At that point I was just happy to have received my items and just wanted to be done with this company and their terrible customer service. However, I would hate for anyone else to have a similar experience. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/22/2025

  Dear ****** and BBB Representative,
  
  After thoroughly reviewing your file, we can confirm that there has been no breach of contract on the part of Safeway Moving Inc.
  
  The confusion appears to stem from an error in marking your First Available Date (FAD) for delivery earlier than the actual date you were able to receive your items. Had a truck been dispatched based on that earlier date, it would have arrived before you were prepared to accept delivery. This discrepancy was further compounded when, during your communication with our Dispatch team, you informed us that you would be on vacation and unavailable to receive delivery prior to June 27thcausing additional, unavoidable delays.
  
  Despite this, and in the interest of maintaining good customer relations, ********************** extended a courtesy offer of $100.
  
  We stand by the service provided and assert that Safeway has acted in good faith throughout the process. Based on the facts, we respectfully request that this complaint be considered resolved and closed.
  Sincerely,
  
  ***** ****** and ****** *****

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23472917
  
  I am rejecting this response because:
  
  I must firmly clarify the inaccuracies presented in your response.
  
  The confusion regarding my First Available Date (***) did not originate from me, as your message suggests. As stated in my original complaint, I was contacted by your team at the end of May to confirm pickup for June 2. During that conversation, I was informed that my belongings could arrive as early as June 4. While this early window had never been discussed at the time of contract signing, I took immediate steps to accommodate the new timeline, including initiating the process of adjusting my lease to be available earlierdespite the added cost and inconvenience on my part.
  
  From that point forward, I was available to receive my furniture any time on or after June 2, per your stated expectations. I made multiple calls to Safeway (on June 4, 5, 9, 10, and 12) requesting updates, and I sent formal emails on June 11 and June 15, neither of which received a response. I have record of all of these communications. At no point during this timeline was I informed of any plan for delivery nor was I told my items were being delayed because of confusion surrounding the *** as your response suggests. 
  
  The claim that I told your dispatch team I would be on vacation or unavailable for delivery prior to June 27 is completely inaccurate. I have no record of making such a statement because it never happened. If your team is in possession of any documentation or recording that claims otherwise, I request it be provided for review.
  
  Your teams continued failure to provide clear communication, delivery estimates, or transparency over the location and status of my goods left me in a state of uncertainty and financial disruption. I personally do not consider this complaint resolved given the utter lack of accountability and no evidence of a plan for improvement. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/10/2025

  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.

  I hired Safeway Moving for my relocation from ****** to *******, largely because their Moving Consultant assured me of a shorter delivery window, citing the convenience of the company having warehouses in both cities. That promise was a key reason I chose them. My belongings were picked up on 5/27/2025, a day earlier than originally scheduled, and I was given a first available delivery date of 5/31/2025. As of 6/10/2025, not only has my furniture not been delivered, but the company still cannot confirm when it will even be picked up from their Dallas warehouse for transport to *******. To make matters worse, I was told today that once it is finally picked up, it could take another 4 to 14 days to arrive completely contradicting the shorter delivery window I was promised. Delays in receiving an updated quote while I was in *******Payment processing problems during the move, despite having a paid-in-full receipt and a pending charge on my credit card, I was told the next day that my payment hadnt gone through.Lack of transparency and accountability throughout the process.

  Business Response

  Date: 07/10/2025

  Hi All,

   

  We are currently reviewing this complaint. We will provide a response within 2-3 business days.

   

  Thank You

  Business Response

  Date: 07/15/2025

  Our notes indicate these items have been delivered.

• Initial Complaint

  Date:05/30/2025

  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.

  Safeway Moving **** is the absolute worst, a bunch of shady crooks whove turned our move into a straight-up nightmare. My wife, pregnant with twins, and I are stuck in a new state with no furniture, no belongings, and no respect from these heartless scammers. Were living like we got nothing, and they dont care one bit about the h*** theyre putting us through.We gave them a detailed list, packed every single box ourselves, and even ditched big items like my motorcycle and speakers, thinking we had a solid $8,500 deal, maybe even binding. Then they hit us with a $3,000 price hike to $11,500, no explanation, no invoice, just pure greed. I called customer service to figure this out, and they completely ghosted mewont answer calls, wont reply to emails, like we dont matter. Then some jerk from dispatch calls, yelling and threatening to toss our stuff in storage if I dont pay up right now. Thats our entire life theyre holding hostage, and its ************* wifes dealing with a high-risk pregnancy, were sleeping on the floor in a new state, and Safeways out here playing games with our belongings. This isnt just bad serviceits cruel, shady, and flat-out wrong. Im reporting them to the *****, Florida authorities, and Im ready to sue their butts off if they dont deliver our stuff. Save yourself the pain and avoid Safeway Moving **** like the plaguetheyre a total disgrace, and Im done with their nonsense.

  Business Response

  Date: 06/03/2025

  Dear *****,
  We are ready to proceed with the delivery of your household goods. However, please be advised that payment in the amount of $9,655.67 must be rendered via Cash or *********** Money Order only. We are unable to accept Credit Cards, Personal Checks, or Cashiers Checks for final payment.
  Upon reviewing your file, it has been confirmed that the increase in your total cost is due to additional items included at the time of pickup, which were not listed in the original inventory. These items include:
  4 XL Bins
  2 Cribs
  1 Stroller
  10 Large Bins
  1 Snowboard
  1 Chair
  1 Recliner
  3 Wardrobe Boxes
  Please refer to Section F of our Terms and Conditions, which you signed, and which states the following:
  "Customer has elected a 'not to exceed cost' price. The total cost will not exceed the estimated amount; provided, however, that customer provides ********************** with an accurate description of the items to be moved and the services to be performed. Customer has requested to have an estimate provided for his/her household goods relocation. In accordance with 49 CFR 371.113(c)(1), customer agrees to waive a physical survey of the household goods and alternatively agrees to receive a binding estimate based upon the shipper-provided item list of property to be transported. If any additional pieces, packing services, cubic feet, or labor services are added at the origin or destination to those quoted, the customer shall be charged for these services at the governing tariff rates."
  We also have signed pickup documents on file confirming these changes, along with your signature.
  Please advise how you would like to proceed. Failure to render appropriate payment and accept delivery in a timely manner may result in additional holding fees and/or significant delays, as we are currently in the midst of our busiest season.
  It is important to note that Safeway Moving is prepared to deliver within the agreed-upon timeframe. Your first available delivery date was marked as 05/31, with an average transit time of 49 days, placing us well within schedule.
  We appreciate your prompt attention and look forward to your response.

• Initial Complaint

  Date:05/18/2025

  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.

  Picked furniture up April 18. Told us it would be in ******** by the 20th. We got up here April 22nd and no furniture. Furniture finally arrived may 3rd. They always never knew where our furniture was. No communication at all. No one wanted to help us. They took a whole upright freezer of food and let it rot. They threw away the food and our 2 $50 coolers out. Only credited us $250 for over $1000 worth of food. Broke our 55 inch hisense smart TV. Broke an eagle from *****************. We are missing items. Also, sneaky practices by putting two purple stickers on single boxes to increase the count. When you pay over $15,000.00 you expect cooperation and satisfaction and honesty.

  Business Response

  Date: 05/23/2025

  Dear Ms. ************* Safeway, we take pride in delivering excellent customer service, and we sincerely apologize if we fell short during your recent relocation.
  Please note that the First Available Delivery Date (****) provided is an estimate, not a guaranteed delivery date. While we strive to meet all scheduled dates, the **** serves as a projected timeframe within which we aim to deliver. As outlined by the ****************************, carriers are allowed up to 30 days from the **** to complete delivery before it is considered late. In your case, the delivery was made within this window and therefore was not delayed under DOT guidelines.
  Regarding the contents of the freezer, it is the customers responsibility to ensure all perishable items are removed prior to pickup. Due to health and safety regulations, our team was required to dispose of any remaining food items to prevent contamination. The $250 issued to you was provided as a goodwill gesture, as compensation for food is not typically warranted under our policy.
  In regard to your concerns about damaged items, we do have a process in place to address such matters. We will be sending you the necessary claims information shortly so you may begin that process.
  Thank you for your understanding, and we appreciate the opportunity to assist you.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23347115
  
  I am rejecting this response because: they have not sent any claim forms for us to fill out on broken or missing items. I want the items they took from us. They cannot be replaced. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/10/2025

  Hi *******

  We have sent you the claims form. Please follow the instructions.

• Initial Complaint

  Date:03/26/2025

  Type:Order 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.

  Safeway moving company was hired to pack and move our items from our home in ********, ** to *******, **. Based on conversations with **** from Safeway, we were told movers would come January 29, 2025 to pack our ************** January 30, 2025 to load our items and begin the cross country road trip. This was not the case. The movers came on January 29, 2025 under the impression they were only loading our items; not packing. This resulted in a 13 hour day of unprepared movers frantically packing our items, as they were told they were required to finish the job that same day. People were at our house from approximately 9 AM until 11 PM (which created a hardship with a 1 year old in the home). Additional workers arrived at 9 PM to attempt to help finish the job. We discovered after our move that **** promised us false information & that the pack/load is typically done in 1 day. Our contract states we declined a virtual or physical estimate; which we were never offered by **** or anyone else.Our contract states the movers would clean up after unloading our items in **; which never happened. We purchased insurance offered through Safeway. The contract states the company is to be in possession of our items no longer than 21 days (that is how long the insurance covers for); Safeway did not deliver our items until March 1st resulting in over 21 days. We did have items damaged as well as missing and were told our coverage was expired, but that the contract says we have a specific amount of time after delivery to file a claim and that we are within that time frame. The insurance gave us a 3rd party number to file a claim with; who then told us we are not eligible to file a claim and has ignored further communication. We called Safeway about the above issues (except the insurance issues), and were told they would look into the complaint and get back to us by the following week. That time frame has passed and we have yet to hear back.

  Business Response

  Date: 03/31/2025

  Dear Ms. ************** want to take a moment to express my sincere apologies for any frustration you experienced during your move with Safeway. Our goal is always to provide a seamless and stress-free relocation for our clients, and I regret that your experience did not fully meet those expectations.
  Regarding your concerns, Id like to clarify that your move included a full packing service, and it has been confirmed that this service was provided. However, your move did not include unpacking services. The only items scheduled for unpacking were those wrapped in our blankets, as we needed to retrieve them. Additionally, debris removal was not part of your move, as this is an additional service. I understand that these details may have led to some misunderstanding, and I truly regret any confusion.
  Management has carefully reviewed your file, including the claims process facilitated by the third-party provider. As a resolution, we would like to offer you a reimbursement of $800. To proceed with this, we will send you a settlement form that will need to be signed. Additionally, we kindly request that any negative reviews related to your experience be removed from all platforms.
  Please let me know how you would like to proceed, and I will be happy to assist you in finalizing this matter. We truly appreciate your business and the opportunity to make things right.

  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.
  

  I do not want this case considered closed until Safeway Moving follows through on their end. 
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 04/02/2025

  I have yet to hear from Safeway moving regarding their offer made on BBB. BBB closed the case because I accepted their offer, but nothing is done to ensure they follow through with the offer. 
  

  thank you, 

  Business Response

  Date: 04/03/2025

  Good morning *****,

  A text message was sent to you this morning confirming your mailing address. We apologize for the delay in response. The settlement form will be sent today and upon receiving it back we will send a check to the address provided.

  Customer Answer

  Date: 04/06/2025

   
  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:03/04/2025

  Type:Sales and Advertising 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 hired this company to move my home from CA to IL on 5/30/24. They did a virtual walk thru of my home and belongings and provided a quote. Day of move they provided a truck that was too small to fit all my things needed to send a 2nd truck the next day and then proceeded to try to charge me an astronomical price AFTER everything was loaded. We went back and forth for HOURS with the office and finally reluctantly agreed on a price. My 1st order arrived in an acceptable time frame my 2nd order did not arrive until mid July and only after I contacted the company on a daily basis inquiring about my items. The 2nd part was brought here by a company that wasn't Safeway they tried to say that they couldn't fit in my driveway and wanted me to pay an add'l $2k to "shuttle my items" to deliver. My items were mixed in with 2 other deliveries. They were taking down boxes that weren't mine they had no manifest of what was mine and I had to print out what I had singed off on when they loaded my items. I HAD TO mark off the boxes and count to make sure they were mine. When my 1st order arrived MANY FURNITURE pieces were DAMAGED. I could not submit a claim until my 2nd order arrived. I submitted the claim in Nov as they told me I had 180 days to do so. On 12/6/24 the sent me an email saying that they would provide me a final resolution in ***** days. As of this morning I have not received a response from them. I emailed them and called into the office. I just received a response and after they damaged multiple dressers nightstands speakers headboards and footboard (we have a 5bd home) they are offering me $146!!!!! That doesn't even cover the time it took me to take pictures and label all the damages and submit to them. EVERYTHING they collected from me was in NEW condition. There is not enough space here to write all that they did wrong. Once they got our money no one was willing to do the right thing. Office is also pretty much non existent. ********** of a company!

  Business Response

  Date: 03/12/2025

  ******,

  We are currently reviewing your complaint. A response will be provided once the review has been completed.

  If you have any supporting documents to back up your claim, we would greatly appreciate them being sent in.

  Customer Answer

  Date: 03/20/2025

  I have many more pictures of other pieces of furniture, but I cant add them here because there isnt enough space. I also want to note that they lost the screws to two of the bed sets in order to put the headboards and foot boards together and to attach the rails for the ************ and mattress. When they disconnected the TVs after they packed everything up, we noticed that they left behind all the wires and cables, which we also had to pack up and make sure not to lose it so that when it got here, we could connect everything. Multiple people at this company told us lies about the move about where our things were about how long it would take to get and every time we tried to follow up with someone, we either got an attitude or the person was no longer answering my move coordinator decided to take off to ****** during my move. I had no point of contact. It was only after calling consistently that I was able to get someone to get my second order shipped to me which also at that point I didnt know if I was missing items or not because the way that they packed up the truck was ridiculous. They did the whole inside of the house, but then decided to leave stuff behind for the second truck, which was supposed to be only the garage so when things arrived here, my daughter did not have any of her clothing. We did not have three of the mattresses and spring boards so therefore the beds couldnt even be put together.. and like I mentioned prior a different company delivered our second shipment tried to extort us for an extra $2000 to Unload the shipment and they had no manifest no idea what they were dropping off to us. I had to sit there and do all the legwork of counting the boxes and marking the boxes off and they even tried Give us boxes that did not belong to us, so Im pretty sure that had we not been the first stop of those deliveries in that truck somebody else would definitely had gotten some of my belongings

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23019898
  
  I am rejecting this response because:

  I have many more pictures of other pieces of furniture, but I cant add them here because there isnt enough space. I also want to note that they lost the screws to two of the bed sets in order to put the headboards and foot boards together and to attach the rails for the ************ and mattress. When they disconnected the TVs after they packed everything up, we noticed that they left behind all the wires and cables, which we also had to pack up and make sure not to lose it so that when it got here, we could connect everything. Multiple people at this company told us lies about the move about where our things were about how long it would take to get and every time we tried to follow up with someone, we either got an attitude or the person was no longer answering my move coordinator decided to take off to ****** during my move. I had no point of contact. It was only after calling consistently that I was able to get someone to get my second order shipped to me which also at that point I didnt know if I was missing items or not because the way that they packed up the truck was ridiculous. They did the whole inside of the house, but then decided to leave stuff behind for the second truck, which was supposed to be only the garage so when things arrived here, my daughter did not have any of her clothing. We did not have three of the mattresses and spring boards so therefore the beds couldnt even be put together.. and like I mentioned prior a different company delivered our second shipment tried to extort us for an extra $2000 to Unload the shipment and they had no manifest no idea what they were dropping off to us. I had to sit there and do all the legwork of counting the boxes and marking the boxes off and they even tried Give us boxes that did not belong to us, so Im pretty sure that had we not been the first stop of those deliveries in that truck somebody else would definitely had gotten some of my belongings

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

  Business Response

  Date: 03/24/2025

  ******,

  As a good faith gesture, Safeway is willing to provide you with a compensation of $500.00

  Please note this is more than the settlement amount that would have been offered had you properly filed a claims form. Looking at your documents you had the standard coverage of up to 60cents per pound.

  Example: $4000 T.V that would weight 50 pounds X by .60 would have given you a payout of $30.00

  Once our offer is accepted, we will send you a settlement form to sign and upon receiving it, a check would be sent.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23019898
  
  I am rejecting this response because: The amount that I was offered was $146 through my formal complaint! Which doesnt cover the cost to repair anything that was broken. At no point was I aware that you were paying per pound of the broken item because my furniture is very expensive and the damages that you caused and the money that you are offering does not provide anywhere near what it would cost to repair or replace the items broken. I think that between all the stress and anxiety that your company caused by not sending the right truck on the 1st day of the move and having to make me wait for a second truck therefore making the initial move quote completely null and void because I had to then spend another $10,000 on the second truck so when I think that I am moving for $17,000 and it ends up being $27,000 and then you damage a majority of my large furniture items and then the second truck doesnt arrive for another month and a half later after me calling on a daily basis to find out where my items are!!!! Moving in general is very stressful, but when you add in basically across the country and what your company put me through and then to receive my items which were in pristine condition, damaged, and what you initially offered when I filed the complaint with your company of $146 and now this $500 is very frustrating. This is a total slap in the face.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/12/2025

  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 hired this company to move me to the above address from ******* in May 2023. They had an issue with their vehicle breaking down, which resulted in a delay in my things being delivered. This was no problem as they were only delayed a few days, however, upon arrival I learned that when they switched vehicles, they only brought less than HALF of my belongings. I have been calling, complaining, and requesting a resolution since the day the furniture arrived. They tell me they are working on it and they will contact me. No one has contacted me. NOTHING has been done. I want at LEAST half of my money to be refunded seeing as how they delivered less than half of my belongings. This is unprofessional and COMPLETELY unacceptable!! Please help me demand my resolution seeing as how their staff is too incompetent to do their jobs properly. When paying $11,427.92 there is a level of professionalism expected that has not been met and at this point I feel as if these people have ROBBED ME!! Thank you.

  Business Response

  Date: 02/17/2025

  Safeway Has received your complaint. Please allow 24-48hrs for a formal response to the complaint.
  Thank You

  Business Response

  Date: 02/18/2025

  Dear ****,
  I hope this message finds you well.
  I am writing to follow up on the items you mentioned that have not been delivered. Our records indicate that the claims form has been sent to you on several occasions, specifically on the following dates: 11/14/2023, 11/16/2023, 12/04/2023, 12/09/2023, 12/09/2023, 01/15/2024, 01/15/2024, and 10/28/2024.
  If you have proceeded with filing a claim, you should have received a response from Moving Claims. In order to assist you further, could you please provide a list of the items you are claiming, along with the evidence of the filed claim?
  Once we receive this information, we will be able to investigate the matter more effectively and ensure proper follow-up.
  Thank you for your cooperation. We look forward to resolving this issue as quickly as possible.

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22932637
  
  I am rejecting this response because: I have already provided what they want several times. it has been two years, i want a resolution! 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/12/2025

  Safeway is willing to offer you $375 to resolve this matter. Please note this offer is more than the offer made or would have been made via the standard coverage that your move had.

  If accepted, Safeway will send you a settlement offer sheet.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22932637
  
  I am rejecting this response because:
  The amount which was offered is less than what I spent to replace items that were lost such as kitchen equipment. Also, family memorabilia that was irreplaceable. The amount of time required to resolve this issue only made matters worse.

   

  Sincerely,
  
  **** ****

  Business Response

  Date: 03/31/2025

  Ms. ****

  Understanding your frustration and also understanding that your file did not have additional coverage. Safeway made an offer of $375 which we deemed fair enough. Simply, what is it that you are looking for to consider this matter resolved.

  Customer Answer

  Date: 04/01/2025

   
  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,
  
  **** ****