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

  1003 Medford Ctr Medford, OR 97504-6769

• 

  Safeway

  1030 SW Jefferson St Portland, OR 97201-3449

• 

  Safeway

  1100 NE Broadway Bridal Veil, OR 97010

• 

  Safeway

  1371 NE Highway 99W McMinnville, OR 97128-2722

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:07/26/2025

  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.

  On 7/26/2025 at 12:34pm I bought 4 corn cobs that were buy on get one free at $5.99 and was charged for both. In the printed advertising it said mangos for $1.00 and I was charged $2.49. I returned to the store to be reimbursed. The problem is the overcharges happen almost every visit. They are making a lot of profit with their false advertising.

  Business Response

  Date: 07/26/2025

  Greetings *****,
  
  Thank you for reaching out and sharing your recent experience at your local store. We understand your concern regarding the advertised offers not being applied correctly at checkout, and we take this matter seriously especially since youve mentioned this has happened more than once.
  
  To ensure a thorough investigation, wed like to clarify the offers you may be referring to:
  
  Medium Avocados or Large Mangos $1.00 Each (Member Price)
  Valid: July 2527, 2025
  
  Corn or Russet Potatoes Buy 2, Get 1 Free (Member Price)
  Valid: July 2329, 2025
  
  To proceed, we kindly ask for the following details to locate your transaction and verify the issue:
  
  1. The phone number used at checkout
  
  2. The email address linked to your membership account
  
  3. A clear photo of the full receipt, especially the section below the total that includes the series of numbers under Total Number Sold
  
  4. If possible, a photo of the in-store or printed offer youre referring to
  We appreciate the receipt youve already provided, and with the additional information above, well be able to investigate this further and take appropriate action.
  
  Thank you again for bringing this to our attention. Were committed to resolving this promptly and ensuring your concerns are addressed with the seriousness they deserve.
  
  Sincerely,
  *******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 07/26/2025

   
  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:07/16/2025

  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.

  Im reaching out regarding an ongoing issue with my Safeway order placed on June 16th. Due to poor packaging, several soda bottles exploded, I had to throw away food items. due to multiple serious issues that caused significant inconvenience, extra costs, & food safety concerns. it took three separate trips to your store & three different employees to complete the order. I live 30 minutes away, i had to use **** each time, spending far more than I should have needed to, just to get the groceries I already paid for. When I got home, I discovered that my soda bottles were poorly stacked by the edge of the bags, & when I opened my door, they fell out & exploded everywhere soaking the floor& other groceries, creating a huge mess & more waste.Even worse, my ice cream was melted, & many of the items that should have been cold were not properly chilled. Some meats expired the same day! This raises serious food safety concerns. I didnt receive every item I paid for, but frankly, I was to exhausted &fed up to check one more time. This entire experience from the missing items to the repeated trips & now the exploded soda has caused me a great deal of stress, time, inconvenience, & extra cost. This entire experience was the opposite of what a grocery pickup is supposed to be instead of convenience, it caused me hours of frustration, wasted money, stress, & spoiled food.I reported this issue to customer service immediately & was told my refund would be processed within 7 days.Unfortunately, despite following all instructions & submitting a refund request by the June 26th deadline, I have yet to receive my refund. The customer service team informed me that my refund is currently pending ***************** by the store, but this delay has now extended well beyond the promised timeframe.Given the circumstances, I kindly ask for your assistance in expediting the refund process.Additionally, considering the inconvenience and product loss, I believe compensation like in store credit

  Business Response

  Date: 07/16/2025

  Greetings ****** ******:
  
  Thank you for reaching out regarding your Safeway order placed on June 16th (Order #*********). We appreciate the time you took to share the details of your experience.
  
  Upon review, the store has confirmed that this order was picked up directly by you, and all temperature-sensitive items were verified to be within appropriate temperature ranges at the time of pickup. The store also verified that the ice cream was not in a melted state when it was released. Additionally, we were unable to identify any concerns related to the soda packaging at the point of fulfillment.
  
  While we understand that issues may arise during transport, these circumstances fall outside the stores control once the order leaves the premises.
  
  As a gesture of goodwill and to acknowledge the inconvenience this experience has caused, a $25 credit has been applied to your Safeway for U account. This credit may be used toward a future online purchase.
  
  We value your feedback and appreciate your continued support.
  
  Sincerely,
  ******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23587040
  
  I am rejecting this response because:Safeways response is not only inaccurate its insulting.
  
  
  What actually happened is this:
  
  
  I had to go back to the store THREE times because of missing items.
  The first time, they called me to come pick up what they forgot.
  The second time, I had to call them. I could clearly hear employees laughing in the background while handling my issue one of them even said, Oh no I think this is it, while pulling something from the ground.
  They never apologized just laughed and told me to come get it. Again.
  When I got home after that second trip, my order was still missing items, so I called a third time.
  I was told no again until I said, Can you please look harder? and then surprise they found it.
  After all of that, I still didnt receive everything, and I refused to waste my time going back a fourth time.
  
  I also received expired meat, and the ice cream was melted when I picked it up. I have photo proof. Safeway keeps trying to push blame onto transport or the customer but none of this would have happened if the store had packed the order correctly the first time, or at the very least handled their mistake professionally.
  
  
  They offered me a $25 gift card after making me spend more than that just in gas. That is not a solution. Im demanding a full refund for this order. The customer service I received was dismissive, rude, and even mocking. That is not okay.
  
  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/28/2025

  Greetings ****** ******:
  
  Thank you for your follow-up regarding your June 16, 2025, order and for providing additional details about your experience.
  
  After carefully reviewing your concerns and the issues encountered during the fulfillment of your order, including repeated trips to the store, missing items, spoiled products, and the condition of temperature-sensitive items . We have processed a full refund of $231.66. This decision reflects our understanding of the inconvenience and expense you incurred as a result of these service failures.
  
  Please note that the refund has been issued to your original form of payment. Depending on your bank or credit card provider, it may take up to seven (7) business days for the funds to appear in your account.
  
  We appreciate your patience and the opportunity to address this matter. 
  
  Sincerely,
  ******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 07/30/2025

   
  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:07/10/2025

  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.

  Im writing on behalf of a neighbor and friend ******* ********* a 47yo woman with mental health disabil-ities that has been falsely accused and banned from her local Safeway located at ************************************* ************ ***** Store#****. Janelles been disabled her entire life, I can best describe her as slow and easily overwhelmed. She has limited means of survival and struggles daily doing what most people can do routinely. Shes agoraphobic, has general anxiety disorder and ocd and adhd, is often misunderstood as being rude or annoying. Because of this she barely goes out in public, and only at night when theres less people. She doesnt drive and only walks to her local Safeway. Shes been mis-understood and mistreated there for years, told to go elsewhere but cant. Last week she was falsely ac-cused of threatening an employee and banned from the store. This never happened and the store Director ****** whom refused to give her his last name was not interested in hearing anything she had to say. I know ******* and shes a tiny woman and would never threaten to beat up or do any such thing to anyone.She believes the lie was concocted out of frustration by some employees that just dont like dealing with her slower way that she has to maximize her grocery dollars and stamps. Dealing with un availability of items and unwillingness of cashiers to be bothered with rain check request and such she gets overwhelmed. To me it sounds like over the years the late shift is just annoyed by this customer. Shes been picked on followed by employees items removed from her cart, shes filed multiple complaints and is now banned for something she did not do. I dont be-lieve the employees of that store are able to recognize her disability and misinterpret her as being intentionally difficult. Shes not shes struggling has no way to get to another store. Shes disabled and just doesnt have the options. Hopefully we can work together to get her back into her grocery store. Thanks

  Business Response

  Date: 07/10/2025

  Greetings,
  
  Thank you for bringing this matter to our attention. We understand the seriousness of the concerns raised and recognize the importance of ensuring all customers are treated with respect and fairness.
  
  To proceed appropriately, we will need additional information to initiate a formal review. Specifically, please provide the full name, email address, and phone number associated with the customers ********************** account. This will allow us to escalate the matter to the appropriate teams for further investigation.
  
  Please note that store-level decisions are guided by company policies, and any review of this situation will be handled in accordance with those standards. We are committed to ensuring that all concerns are addressed thoroughly and objectively.
  
  We look forward to receiving the requested information so we can move forward with the next steps.
  
  *******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23579609
  
  

  Hi my name is ******* *********, my email is : ************************************************************************************************ and my phone number is ************.

  I prefer email communication.

  Thank you

  J S 

   

  Business Response

  Date: 07/21/2025

  Greetings ******* *********

  Thank you for reaching out. I want to assure you that your case has been escalated and is currently being reviewed internally. Were taking this matter seriously and working diligently to assess all the details.
  
  We will follow up with you via email as soon as we have an update. Your preference for email communication has been noted.
  
  Thank you for your patience and understanding.

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

• Initial Complaint

  Date:07/07/2025

  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.

  Actually have a lot of issues with this shopping trip today however all of them could have been avoided with one simple thing. I stopped at your Safeway not my favorite Safeway to shopping the people are rude usually there. I'm used to some of my smaller town ones that are people are kind. However I walked around the store got way more than I planned in my little tiny cart but I was able to make it up to the self checkout where I always check myself out I knew exactly which might be an issue for coming up with the right price so I would have been very on it before paying to make sure they were right..I work for Safeway one time and I was the third fastest Checker in the state I am quick I backed my stuff good I like it I like to bring myself up I've never been told I cannot bring myself up in self-check out with more than ******************************************************************************* I told her then fine I'll just buy 15 of the items in my car and leave the rest cuz I'm a little bit irritated. She took my car she pushed it over to three so there's no line he said I promise I walked over there there was two people in that line only had a few items each no big deal should be quick right it wasn't quick just Checker was about so let's check I've ever seen in my life. A dad comes up with a bunch of fried chicken looks like it's probably for dinner of course I let him go in front of me cuz I know I got a lot more than him. That's not the problem though now we're just in a problem I took and I put every single thing on my that belt the way I wanted it packed the woman took and picked out and threw things every way she wanted . And I have about a thousand or ***** words to write in this thing won't let me so I'm going to end right there and say I need Safeway to contact me I've already contacted them and the fee I see their manager and store manager and System Manager were gone. And there is all kinds of stuff that needs to be handled here.

  Business Response

  Date: 07/16/2025

  Greetings *****, 
  
  Thank you for your feedback. Weve addressed your concern directly with the store to ensure the issue is properly resolved. A manager has reviewed the situation with the store team and provided coaching on how to better support customers in similar cases moving forward.
  
  The manager also attempted to contact you directly on two occasions but was unable to reach you. If youd like to discuss the matter further, please feel free to return the call at your convenience.
  
  We appreciate your input and the opportunity to improve our service.
  
  *******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:07/07/2025

  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 added my Vons physical gift card to my Vons app on June 9, 2025. Unbeknownst to me, I didn't know that this action would then void my physical gift card and make it no longer for me to be able to use the physical gift card to purchase items in-store and in-person. There was no disclaimer presented on the app to share this information before I attempted to add my gift card details to the Vons app. I attempted to buy something in store on July 4, 2025 and the physical gift card didn't have a balance on it anymore. Now I'm limited to only online purchases and deliveries with my "Vons Cash".I don't think this is fair or a good faith practices for the customers because I never got a warning in the app that it would void my physical gift card, when I was attempting to add my gift card to my app. Furthermore, searching online does not mention that this would occur and the reconfirm that I should be able to still use my physical gift card even after adding the gift card to my Vons app.I called the ************ Safeway customer support number as advised by their web contact customer support team. I called on July 5, 2025 and July 7, 2025. Both times I requested for an option to either be able to use my existing physical gift card with the same Vons cash amount as present in my Vons app or obtain a new and replacement physical gift card with my current Vons Cash balance of $205.33 on it. Both times the customer support, who was based in another country (likely the ***********) for unable to help resolve any further and stated they weren't able to issue a replacement new gift card. For reference, my Vons physical gift card number is: *******************.This illustrates an unethical business practice where the original intent and purpose of purchasing a Vons physical gift card is no longer honored and essentially frauded the consumer of cash value that they paid for. I'm not able to use my digital Vons cash in person and in store - what is the logic behind this?

  Business Response

  Date: 07/10/2025

  Greetings Dion,
  
  Thank you for contacting us regarding your concerns about the use of your gift card online.
  
  As previously discussed with a representative from our ********************* the balance from your gift card was successfully transferred to your account as Vons Cash. This process is governed by the terms and conditions clearly stated at the time of transfer, including the following disclaimer:
  
  Account credit and gift cards are saved as Vons Cash. You can use your cash balance only for online orders.
  
  Once a gift card is converted to Vons Cash, the original card is automatically closed and cannot be reactivated or refunded. This policy is standard and applies to all customers.
  
  We acknowledge your feedback regarding the clarity of the Vons Cash terms. Your comments have been noted and will be shared with the appropriate team for review to help improve future communication.
  
  *******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 07/10/2025

  Complaint: 23567008
  
  I am rejecting this response. In the statement, Account credit and gift cards are saved as Vons Cash. You can use your cash balance only for online orders. it not clear that Vons Cash is equivalent to "cash balance" as cash balance could pertain to another forms of payments or "cash". If it says "Vons Cash Balance", then it would be very clear that it's referring to the Vons Cash from a gift card that would only be used for online orders.

  Also, during the process of inputting your gift card number and pin, there is a note at the bottom that states: "Once you add the gift card, the value will appear in your Safeway Cash account." Funds in Safeway Cash account enables a customer to pay for in-store purchases at ********************** by using our mobile device. This is communicated through the first sentence of the Safeway Cash Terms and Conditions (updated January 30, 2025) (see attachment and following link: *******************************************************).

  Please show me where in the policy, terms and condition does it state clearly that Vons Cash and specifically Safeway Cash cannot be used to for purchases in-store. If you can't show me where exactly in the policy it states Safeway Cash can't be used for purchases in-stores, then I demand a refund of my gift card purchase or a replacement physical gift card with the amount of Vons Cash I currently have in my balance mailed to me (currently at $205.33 at the time of writing this).

  Sincerely,
  
  **** **

  Business Response

  Date: 07/22/2025

  
  Greetings **** **:
  
  Please be advised that when you open the Payment Methods section within the Safeway app, it will display Safeway Cash, with a tab underneath labeled Add Gift Card. A disclaimer is also presented at this stage, stating:
  
  Account credit and gift cards are saved as Safeway Cash. You can use your Cash balance only for online orders.
  
  When selecting Add Gift Card, a verification code is sent to your linked email address or phone number. This step serves as a security measure and confirms your intent to proceed with adding your gift card details.
  
  Upon entering the verification code, you are prompted to input your gift card number and PIN. At that point, a second disclaimer appears:
  
  Once you add the gift card, the value will appear in your Safeway Cash account.
  
  This feature enables customers to convert physical gift cards for online usean option not previously available, as physical gift cards were formerly limited to in-store purchases.
  
  The terms and conditions referenced in your message relate to DirectPay, a separate app feature that allows funds to be transferred into your Safeway Cash account via a linked bank account. In your case, the funds in question were derived from a gift card, not DirectPay.
  
  Please note that once a gift card has been added to the account, its balance cannot be reissued to the original card or transferred. However, the balance remains valid and can be used exclusively for online transactions through the app or website.
  
  We appreciate your continued engagement and are happy to provide further assistance.
  
  Sincerely,
  ******
  Customer Support Center
  Case ID: ********
  
  

  Customer Answer

  Date: 07/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Thanks for the further explanation. I'd advise that you let your digital cash and physical gift card be fluid like other major retailers in the market (eg ******). 
  
  Sincerely,
  
  **** **

• Initial Complaint

  Date:07/07/2025

  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.

  On July ****** I placed a order online with Safeway. The order was say pose to be delivered to my address at 8:49 but it never showed up. The door dash driver that was doing the delivery called me and I told him we're I was but he never showed up. I filled a complaint with Safeway online and was told I would have my refund within 48 hours then I was told my refund was declined. I spent $46.95 on groceries to have them delivered and never received them and never got a refund.

  Business Response

  Date: 07/07/2025

  Greetings **** *******:
  
  Thank you for bringing this to our attention regarding Order #*********.
  
  After reviewing your order, we can confirm that the refund for the amount of $46.95 is currently in progress. The refund request was submitted on July 4, 2025.
  
  Please note that the refund may take up to 7 business days to appear on your original form of payment, depending on your financial institution.
  
  If you do not see the refund after that timeframe, feel free to reach out so we can assist further.
  
  Thank you for shopping with us!
  ******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23563039
  
  I am rejecting this response because:

  I requested the refund on July ****** right after i got the email saying my order was delivered and it was not. 

  Safeway took my money as soon as i pushed order on my phone so i could get my groceries so i shouldn't have to wait over 7 days to get my money back so i can go grocery shopping.

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

• Initial Complaint

  Date:07/03/2025

  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.

  Order not received ********* was told they issued my refund by all people ive chatted with but havent received an email confirming a refund for my order I didnt receive. This the reference number ********

  Business Response

  Date: 07/08/2025

  Greetings ****** ********:
  
  Thank you for reaching out regarding Order #********* and refund reference number 19300630.
  
  After reviewing your case, we can confirm that the refund for the total amount of $154.15 was processed on July 6, 2025. Please note that refunds may take up to 7 business days from the date of processing to reflect on your original form of payment, depending on your financial institution.
  
  We appreciate your patience, and thank you for allowing us to assist you.
  
  Thank you for shopping with us!
  ******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:06/30/2025

  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.

  For some time now Safeway has been selling outdated, rotten, molding food. I have many photos and have brought this to the attention of the store, corporate, ect and nothing. Recently I purchased ******** Shells and Cheese and it expired on December 07, 2023! 2 years ago. This is unacceptable and disgusting. I have been sold expired seafood, meat that has been dyed, repackaged and re dated. I am so disappointed and disgusted. Something needs to be done. I can't afford to waste money on already over priced items for them to already be expired

  Business Response

  Date: 07/09/2025

  Greetings ******* *****:
  
  Thank you for bringing this matter to our attention. We understand the seriousness of your concerns regarding the expired and unsatisfactory products youve encountered.
  
  Please know that we are actively attempting to reach you to discuss your experience in more detail and gather the necessary information to address the situation properly. If possible, kindly provide a preferred contact number or the best time for us to follow up. You may also reach us directly through the "Contact Us" page on our official website, referencing this message for quicker assistance.
  
  Your feedback has been shared with the appropriate teams for further review, and we are committed to ensuring that this matter is handled appropriately.
  
  Sincerely,
  ******
  Customer Support Center
  Case: ********

• Initial Complaint

  Date:06/29/2025

  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.

  The online ordering through the Safeway app has been HORRIBLE. This people just dont care. I dont know if theres an issue with the app or the shoppers just being dishonest but each time I take the time to select substitutions for each order, only for them to be ignored and the shopper to tell me they dont see any substitutions. The seem to be very lazy and not customer service oriented. It takes forever to get a response when using the chat as well. The inventory system is a mess. It will show that they have the items, but when its time to shop it shows that the items are out of stock. Never again!

  Business Response

  Date: 07/01/2025

  Greetings ******* *****:
  
  Thank you for sharing your detailed feedback regarding your recent experience with the Safeway app and online ordering process. We appreciate the time you took to provide insight on the substitution feature, inventory display, and communication during your order. Your comments help us identify areas where we can improve both our digital platform and in-store execution. We will forward this information to the appropriate team for further review. 
  
  
  Thank you for your patience and understanding. 
  
  ****
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 07/01/2025

   
  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, as long as the issue actually gets addressed. This has been a recurrent issue, and they dont seem to care at this location.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/25/2025

  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 placed an online order with Safeway on June 3, 2024, under order number *********, for a total of $117.39. The order was delivered incomplete, so I submitted a complaint to customer service on June 5, 2024. I was informed that a refund request had been submitted and that it would be processed within 5 to 7 business days, meaning by June 14, 2024 at the latest.That deadline passed without any refund. I followed up again on June 17, and the representative told me that they didnt know why the refund had not been processed, and that it would take another 5 to 7 business days. I waited again.Finally, on June 21, 2024, I received an email stating that my refund had been denied, with no valid explanation and no accountability for the delays or the missing items. I have now waited well beyond the promised timeframe with no resolution.I am requesting a full refund of $117.39 for the items that were not delivered. I believe Safeway has failed to honor its own refund timelines, and the customer support experience has been unacceptable.I have attached supporting documents, including the order confirmation and the denial email.

  Business Response

  Date: 07/01/2025

  Greetings ***** *******-*********:
  
  Thank you for providing the complete details regarding your concern and for sharing the supporting documentation. Upon review, we have successfully submitted the refund for your order, and a confirmation email has been sent to the email address associated with your account.
  
  We truly appreciate your patience throughout this process. 
  
  
  ****
  Customer Support Center
  Case ID: ********