Business Profile

Grocery Store

Safeway

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

592 total complaints in the last 3 years.
212 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/31/2025
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.
I've been shopping at safeway for decades and I have never experience this before from any safeway until now and I can't believe this is even happening because the union just recently negotiated raise for safeway employees.On 7/31/25 around 3:38pm at Store #******************************************** I was standing at the Deli waiting to buy some fried chicken, there were 3 Chinese woman in the back doing something and chit chatting with each other but refuse to come out and help the customers waiting at the ****. I waited for at least 10 minutes there before I finally got helped. All 3 of them saw me and other customers waiting because there's a section that allows them to see the front counter but they all refused to come out and help. One of them finally came out but was just walking around in front of me not helping us and she said this in Cantonese, I'll translate for you "hurry up and come out, people have been waiting" but her two colleagues refused to come out so she finally had no other choice but to help the customers. They all were literally waiting for customers to run out of patience and leave so they don't have to work because I saw other customers just grab some cold food and left cuz they refused to come out.When I got home, I called ************ to file a complaint, on the first call, after the *** made a greeting, the call got dropped. I called again and made a complaint but the *** is frequently on silent and he seems untrained and maybe had connection problems.
Business Response
Date: 08/07/2025
Greetings Yun,

Thank you for bringing your concern to our attention through the Better Business Bureau. We take all customer feedback seriously and appreciate the opportunity to address your experience.

Following your report, the store manager and their Assistant Store Director (ASD) conducted a thorough review of the surveillance footage from July 31st between 3:00 PM and 4:00 PM. Their findings confirmed that all deli employees were actively assisting customers during that time. However, we recognize that your experience did not meet the standard of service we strive to provide.

As a result of this review, the store has taken corrective action by re-training all deli staff with a renewed emphasis on prioritizing customer service. While we regret that your visit did not reflect our commitment to excellence, we are confident that these steps will lead to noticeable improvements moving forward.

Please know that we value your feedback and remain committed to ensuring every customer receives attentive and respectful service.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 08/07/2025

Complaint: 23684396

I am rejecting this response because: the company denied the incident that occurred

Sincerely,

Yun You
Initial Complaint
Date:07/30/2025
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 placed a grocery delivery order through Safeway scheduled for 7/20/2025, which was never delivered. I was told it would be redelivered the next day, but that also never happened. I received no communication from the store or delivery driver. After several attempts to get an update from customer service with no response or resolution, I submitted a refund request on 7/22 for $108.71.I was later told the refund would be denied and would need to be processed in person at the store, despite the order being placed and paid for online and never fulfilled. I asked for the refund to be expedited, as I could not afford replacement groceries at the time, but I have still not received any update or resolution from ************************* of today, the refund has not been processed, and there has been no follow-up. The lack of communication, accountability, and urgency from Safeway is unacceptable, especially when essential goods like food are involved.I am filing this complaint to seek resolution and to raise awareness of how Safeways refund and delivery process can leave customers unsupported in critical situations.
Business Response
Date: 08/04/2025
Greetings ***** ********:

Thank you for bringing your concerns to our attention regarding your grocery delivery order placed through Safeway on July 20, 2025 (Order #*********).

We understand how important timely service and reliable communication are, especially when it involves essential grocery needs. After a thorough review, weve processed a $108.71 refund. Please allow up to 7 business days for the funds to return to your original form of payment, depending on your bank or card issuer.

We regret the inconvenience you experienced and appreciate the opportunity to address the issue.

Thank you for shopping with us!
******
Customer Support Center
Case ID: ********

Customer Answer
Date: 08/05/2025

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:07/26/2025
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.
Description of Problem:On July 23, 2025, I added a $250 Safeway gift card to my Safeway app account, intending only to check the balance or store it for convenience. However, the app immediately converted the balance into "Safeway Cash"a restricted form of credit that can only be used for online orders, not in-store or at fuel stations. There was no clear warning or confirmation that this conversion was permanent or would limit how the funds could be used.I never consented to such a restriction, and I rely on in-store shopping and fuel purchases. Safeways handling of this undermines the intended use of a physical gift card and misleads consumers about how balances will function once added to the app.I contacted Safeway customer support and was referred to the gift card line. After being transferred and repeating all details, I was told the conversion was irreversible and that the balance could not be restored to a usable format. This leaves me with $250 I cannot reasonably use.Safeway has not taken steps to resolve the issue. The app lacks appropriate disclosures, and there was no indication during the process that adding the gift card would fundamentally alter its function.Relief Sought:I am requesting that Safeway either:Restore the $250 to its original gift card format, or Issue a new card or store credit usable in-store and at fuel stations as originally intended.
Business Response
Date: 07/30/2025
Greetings ***********,

We appreciate that you let us know what happened to the Gift Card that you have redeemed.

Please be advised of the following details regarding the Safeway Banner Cash process within the Safeway app:

When accessing the Payment Methods section, users will see Safeway Cash with an option labeled "Add gift card." A disclaimer will appear:

Account credit and gift cards are saved as Safeway Cash. You can use your Cash balance only for online orders.

Upon selecting "Add gift card," a verification code is sent to the users registered email or phone number to confirm their identity. After entering the code, users are prompted to input their gift card number and PIN. A second disclaimer will appear:

Once you add the gift card, the value will appear in your Safeway Cash account.

Once a customer successfully links a gift card to their active online account, the full
balance is transferred to their Safeway Cash account. As a result, the physical gift card can no longer be used.

While we understand the desire to return the funds to the original (Physical) gift card, please note that our system does not support reversing this process. The ******************** does not have the capability to reissue or reload funds back onto the physical card once the transfer is complete.

Thank you for your understanding.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 08/01/2025

Complaint: 23658527

I am rejecting this response because it is factually incorrect. There is no pop-up before adding the gift card. There is small text under the adding a gift card section, but it's not clear, and is not a blocking item presented before proceeding. I am requesting an exception please to have this Safeway cash voided, and the money returned to a gift card.

Sincerely,

*********** ********
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:07/25/2025
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.
On 7/23/25 I went to my local Safeway in ************** and asked the butcher if they had any rump roast they could slice for jerky. He said yes and did so. I didn't realize I was charged $66.00 for it. $13.49 per lb. I went back the next day to dispute this ridiculous price for rump roast. The butcher said that's the price. I tried to show him the actual price of rump roast from a neighboring similar stores website. He refused to look at it. He said I was given rump steak and that's the price. I told him I asked for roast and he just wanted to argue. He asked if I looked at the price. I told him I buy the same meat from a variety of stores often and know I can afford it so I don't. I'm on a fixed income and would have never spent that. He was terribly rude and argumentative. As I was nearing the door leaving he sarcastically yelled "have a nice day ***** I've dealt with him before and he's always unapproachable and rude. All this after not being able to use the app. Including the pharmacy portion.I don't feel responsible for this as the man admittedly said I was given the different product. I don't mind paying the going price for the beef which would put it at around half of what I paid. Thank you.
Business Response
Date: 08/01/2025
Dear ****,

We appreciate you taking the time to share your experience. We understand that your recent visit to our store left you feeling dissatisfied, and we regret that it did not meet your expectations.

Following a thorough investigation conducted by our Store Director, including input from the *************** team and a witness present during the interaction, we have gathered the following findings:

Our staff reports that the *************** team remained professional and composed throughout the exchange.

It was observed that your phone was held very close to one of our team members faces during the interaction. Despite this, our staff continued to assist respectfully and without escalation.
The *************** Manager initially recommended a more cost-effective alternative thin sliced top round to better suit your needs. However, you opted for a different cut.

We want to assure you that our team is committed to providing courteous, respectful, and helpful service to all our guests. While we regret that your experience did not reflect this, we stand by the professionalism demonstrated by our staff during this interaction.

We remain open to working with you to ensure a more positive experience in the future and appreciate your understanding.

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

Customer Answer
Date: 08/01/2025

Complaint: 23652489

I am rejecting this response because:
Firstly, thank you for responding. I held my phone to the employees face to show him the price of the product but he refused to look at it because he would've been proven wrong and he knew it. Also, this is a claim by I'm sure a biased employee as there was only the three of us. Your director walked by and could have helped but didn't. Your manager never offered another cut of meat which is a flat out LIE. Within that statement would've been the solution to the problem and I would've "opted in". Problem solved. You say your team is committed to courteous and respectful service but my experience didn't reflect this which is an admission that I didn't receive exactly that. The reviews for this store on **** clearly reflect this as well. I'm all about customer service. I was willing to split the cost of the product since as stated I wasn't provided what I asked for. All you needed to do was credit my account $30 and I would have still been a customer. I'll just be on my way and take my grocery and pharmacy business somewhere else.
Sincerely,

**** ********
Initial Complaint
Date:07/23/2025
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.
July 2 2025 I placed order for delivery of ******. Driver brought 1 bag consisting of cake mixes, which was not what I ordered. The driver ***** no English and didn't understand my question of where us all my food. I went on app immediately, req refund listing all missing food. Chatted with an agent who said I'd be refunded next day and could reorder. To date my refund was rejected, I called a customer service number, was told by live agent id recv refund in 5 days, I've recv no refund, I contacted safeway on college ave in ** in respinse to a person named **** who called and left message on my cell, which I still have, instructing me to call back at that number for help, which I did, spoke to a young man who said no **** works there, who told me safeway cannot issue refund over ***** but would send a ticket for refund to door dash where supposedly driver was from so that they can issue refund. As of today, I've not heard from anyone, the person at safeway I spoke to said he would follow up to make sure I got my refund, he has not contacted me again. That order was my groceries and all funds I had for groceries for July 2025, I have had to beg for rides to local food banks that gave me items I was unable to consume, I'm disabled, I'm broke, I'm very upset. Safeway took no responsibility but took my funds. It's ridiculous, people lent me money to buy food that I have to repay. I was treated as if I did something wrong
Business Response
Date: 07/28/2025
Greetings ***** ********:

Thank you for bringing this matter to our attention.
We understand your concerns regarding your July 2, 2025, delivery order totaling $358.00, and we recognize how important reliable service isespecially when it involves essential grocery needs.

We would like to inform you that the Store Manager at our ************** location made multiple attempts to contact you directly to help resolve this issue, but unfortunately, we have not received a return call. According to our records and photo confirmation provided by the third-party delivery partner, the order was delivered and received at your doorstep while you were present.

In order to proceed with a resolution, we kindly ask that you provide a detailed list of the items that were missing from your order. This will allow us to thoroughly review the matter and determine the appropriate refund for those specific items.

We appreciate your cooperation and look forward to receiving your response so we can move toward a resolution.

Sincerely,
******
Customer Support Center
Case ID: ********
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:07/15/2025
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 need a copy of a receipt of purchase. I spoke to a supervisor in store who said she COULD do it but wouldn't. Then I spoke to 2 phone **** that said they COULD do it but needed to have a manager call me. The manager called and said I had to request via a handwritten letter. I explained that is not an option because I don't trust the mail. I CANNOT do that because of psychological issues. I want a copy of a receipt for purchase made July ****** was under my phone number ************. Last 4 numbers of the card with which the purchase was made is 6769
Business Response
Date: 07/18/2025
Greetings ***,

Thanks for reaching out about your transaction request. As requested, weve attached a copy of your transaction from July 2, 2025.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 07/25/2025

Complaint: 23603331

I am rejecting this response because: I have not yet received a e mail from a manager to discuss Why I want the receipt and what happened when I requested. ******************** As soon as I get a email I will be finished here. I want to talk to someone and I assure you you will want to hear what I have to say.

Sincerely,

*** ******
Business Response
Date: 08/09/2025
Greetings ***,

Thank you for reaching out and for bringing your concerns to our attention.

After reviewing the matter, we confirmed that your request for a duplicate receipt was handled in accordance with our companys privacy and data protection policies. Store associates are not authorized to provide duplicate receipts directly; such requests must be formally submitted to our *************** Center.

Once your concern was escalated, we submitted the request on your behalf, and the duplicate receipt has since been delivered to you.

If you require any further assistance, we encourage you to contact our **************** Center or visit your local store and speak with a member of the management team, who will be happy to assist you.

Thank you for your understanding.

*******
**************** Center
Case ID: ********
Customer Answer
Date: 08/09/2025

Complaint: 23603331

I am rejecting this response because: They refuse to speak to me. I will see them in court I guess I will file tomorrow.

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: ********

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