Business Profile

Grocery Store

Safeway

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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

591 total complaints in the last 3 years.
224 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:06/14/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Safeway is selling "Campbells Chunky Savory Vegetable Soup" with a 'vegan' tag label on the shelf at ******************************************************************************************************************************************)The ingredient that is questionable is "Carmel ******* According to various sources on the web, it may or may not be derived from lactose, an animal ingredient.I called *********, and they told me the source for the "caramel color" was uncertain. I called Safeway with this information and explained what the worker at ********* told me, and the person who answered for Safeway, did not seem to care.I believe this is false advertising, yes? How can something be labeled vegan when an ingredient it contains is of uncertain derivation?
Business Response
Date: 06/24/2024
To whom this may concern:

We appreciate the opportunity to address the customers' concern.

Upon receipt of ************ complaint, we contacted ********* to verify that the product is indeed vegan. ********* confirmed that ********* Chunky Savory Vegetable Soup is correctly labeled as vegan.

Thank you.

Aryssa
Customer Support Center
Case ID: ********
Customer Answer
Date: 06/24/2024

Complaint: 21852241

I am rejecting this response because:
Safeway has a label on the shelf indicating "Campbells Chunky Savory Vegetable Soup" vegan. Not the packaging on the soup itself, which doesn't have it.
Sincerely,
***************
Initial Complaint
Date:06/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I entered your store at 9:10 with plenty of time to shop and pay before you closed at 10pm. I filled a cart with groceries and proceeded to go to self checkout. I scanned 7 items and paid for and set them in the cart and then proceeded to ring up the second part of my $186 worth of groceries. I am a user of your app and make use of clipped coupons and as usual many of the items rang up for more than the posted and/or advertised price. I pushed the help button and waited for *********************************************************************************************************** the store and multiple employees standing around talking. Once I finally got assistance the store employee adjusted the incorrectly priced items but did so in a hurried and incorrect way that caused me to owe $1.76 in cash even though I only had non heated EBT accepted food items only. I wasn't prepared for this so instead of it being fixed I had to dig through my purse for all the change I had to pay something I never should have been charged to begin with. I paid $176 with my ebt card and after my change I ended up being 40 cence short. One of the employees gave me a dollar but guess what your self checkout station would not take the last forty cence that was owed because the boy in charge decided it was a good idea to close out all the registers in the store before my transaction was finished. I was then told that maybe I should have came in sooner, that it was my fault and that they couldn't finish my transaction that should and could have been finished at a regular register had they not closed them early and he took cart of bagged groceries and gave it to a cart boy to put back and told me sorry your just going to have to come back tomorrow and shut the kiosk down. And asked me to leave. Driving home I realized They kept $27 worth of groceries I had paid for In my first transaction, kept the dollar and change I paid kiosk, and charged my EBT card for $176.
Business Response
Date: 06/21/2024
Hello ***********************:

Thank you for taking the time to reach out.

Our District Manager, ******, has reached out to you, but has not heard back. We confirmed with ******* Services that you have been refunded the amount of $176. When you have the chance to return *******' call, we will be providing you with a $50.00 gift card for the inconvenience, and as a token of our appreciation for shopping with us.

If you have any other questions or concerns, please reply here or contact our *********************** at ************.

Thank you,

Aryssa
***********************
Case ID: ********
Initial Complaint
Date:06/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought an $80 ********** gift card from the Safeway at ***************************************** on 05/23/2024. When I got home, I noticed that the gift card had already been scratched and the *** code was missing. I returned to the Safeway the next day, and an employee provided me with a contact number to call. I called immediately, and the representative instructed me to email the receipt and a photo of the gift card. I complied, but I have yet to receive any response. It feels like they are ignoring the issue and leaving me to deal with the loss on my own.
Business Response
Date: 06/14/2024
Hello *************************:

Thank you for taking the time to reach out. We apologize for the delay in providing you with any update concerning your Gift Card Ticket #******. Please know our Gift Card Team has sent images to their second level to review. Once they receive an update, our representative, *****, will be contacting you directly.

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

Thank you,

Aryssa
***********************
Case ID: ********
Initial Complaint
Date:06/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order: #******** **************************************************************** Had a very troubling issue with Safeway yesterday I ordered this order with my EBT card at about 5 PM. Got the details to pick it up so I drove up to the Safeway and I got to had an email that said I needed to update my payment card, which I did, the groceries walked up to me and said theres an issue that my payment declined and I need to comment and update my card which I told her and showed her on my phone that I already did . So far no groceries, she saw my phone that everything was clear on my end so she called an online supervisor. The online supervisor said their computer wasnt updating and then ISo far no groceries, she saw my phone that everything was clear on my end so she called an online supervisor. The online supervisor said their computer wasnt updating and then I needed to take all the groceries and go to the checkout line. Well, I did it this way that I would lose the $30 coupon that was applied to my order. She said well, I can refund the money the $30 after you pay I get the check out Ill and I realize $46 on my EBT card. My last five dollars was charged so theres no way I can pay for these groceries. Cause Ive already paid for them once I spent the next ******************************************************************************************************************************************** my card wasnt charged which it was and they werent going to give me my groceries. To say this was my last $46 on my card and I dont have groceries for this week. Never got refunded. Have any documentation that Id get my money returned, and then it would potentially show back up sometime in the next couple weeks, if youre online, you should allow EBT because sometimes people are down to last money and rely on this refund and groceries. **************** was rude. Spoke to the phone and even told me to go back and get my groceries that it was OK which was wrong Ive never felt so shamed
Business Response
Date: 06/14/2024
Greetings ***********************************:

We are sorry to hear about the experience you recently had with our Drive Up and *********** We have processed a refund of $45.89, which is available immediately on your EBT card.

Additionally, we have added a $50 credit to your account, for the inconvenience of this all. Please note this credit can be used immediately, by entering your phone number at checkout. You will see a message on your receipt under Your Savings reading **************** Credit. This will indicate to you that you have successfully redeemed your credit. All the normal exclusions apply. Excludes Beer, Wine, Spirits, Fluid items in the refrigerated section (including Fluid Dairy and Dairy substitutes), tobacco, fuel, Gift Cards and Gift Certificates.

If you have any other questions or concerns, please reply here or contact our *********************** at ************.

Thank you for shopping with us,

Aryssa
***********************
Case ID: ********
Customer Answer
Date: 06/14/2024

Better Business Bureau:

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

Sincerely,

***********************************
Initial Complaint
Date:06/12/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I places an online grocery order on June 10, 2024 with a delivery date of June 11,2024 from 7:00-8:00am. The order number is Order #********. The delivery was late and I was missing several items. I requested a refund but its still pending view and doesnt includimy delivery fee. I expected all of my items and on time . This is not expectable so Im requesting my money back for all missing items and the $9.95 delivery fee asap. Totaling refund of $39.60
Business Response
Date: 06/13/2024
Greetings *********************:

We are sorry to hear your order was late and some items were missing, and we apologize for any inconvenience this has caused you.

We reviewed your order and found that it was already refunded in the amount of $29.61. Please allow 3 - 5 business days to see that credit back to your account. We have also processed an additional refund of $9.95 for the delivery fee.

Again, we are very sorry for the inconvenience. If there is anything else we can help you with, please let us know by replying here or calling our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM MST.

Thank you,

********************
Customer Support Team
********
Initial Complaint
Date:06/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 4 avocados at Safeway this evening which, with the clipped coupon, were supposed to be $0.69 each for a total of $2.76. I was charged $5 for all four. The only reason I bought four instead of two was because of the clipped coupon through the Safeway app. I realized the issue after I had already paid but there wasn't an attendant to fix the issue and the customer service desk was closed. Most of the savings at Safeway don't get displayed on the check-out screen until the very end, when it's hard to check that all the savings were added correctly. Why can't the kiosk display the savings as items are being scanned? I would have caught this if they had. This is one of the main reason I can't stand shopping at Safeway and usually shop elsewhere. I routinely have to call the attendant over because the sale price isn't displayed until the very end. The whole clip and save thing ****** me from shopping here, too. I shouldn't have to manually clip a coupon to get the deal. I want my money back because you charged me higher than the advertised price.
Business Response
Date: 06/13/2024
Greetings *************************,

We apologize for the issues you experienced at checkout and for being overcharged for your avocados. We sincerely regret any inconvenience caused.

We found that your loyalty account was set to the ***************** instead of ******, which caused the deal for the avocados not to be redeemed properly. We have updated this for you so your future visits will (hopefully) be smoother.

While we cannot refund you on our end, the store would need to handle that; we did apply a $3 credit to your account that will automatically be redeemed the next time you check out. You will see it on your receipt in the savings summary. All standard exclusions apply.

Again, we are very sorry for the inconvenience. If there is anything else we can help you with, please let us know by replying here or calling our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM MST.

Thank you,

********************
Customer Support Team
********
Initial Complaint
Date:06/11/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 19th, 2024 I placed a pickup order # ******** from our local store. The order total was $81.27. Soon after I received an email notification that the order is ready for pickup, I noticed that the order total shot up to $154.93. No substitutions were made, but the order total basically doubled.I reached out to Safeway via the online chat and was told that a refund for the overcharge would be issued immediately. That was one of the many promises that were made.After picking up the order, I discovered that many, many items were of poor quality or were missing. E.g. - Ground turkey packages which were BOGO free were missing. - I was charged for 5 packages of Chicken B****** but only received 1 package. - Sushi had cream cheese whereas the online description did not include it. - Strawberries were rotten. - Two deli pasta salads which were supposed to be a few dollars each were charged at ***** and *****. The list goes on and on.So far I have received a small refund (for sushi which does not even come close to rectifying the long list of issues.I was in touch with the customer service 5-6 times and each time was promised that a *full* refund would be issued immediately. I heard it all ("A direct request to the accounting was placed" or "An email to the store manager was sent for his immediate attention for a full refund" but NO REFUND EVER HAPPENED. On April 24, I received an email with the title line "You deserve an apology" from Safeway:"We noticed that in one or more of your more recent e-commerce orders, we may have charged you additional amounts we didn't need to collect. As such, We'll be refunding you $43.95. In addition, we'll apply credit on your account of $5 you could use in a future shopping trip. Please allow us some time to process your refund and for your refund to be credited to your original payment method." As you can guess, 8 weeks later and no refund.Does Safeway actually do what they say they would do?
Business Response
Date: 06/15/2024
Greetings *************************:

Thank you for reaching out to us with your concerns, and we sincerely apologize for any inconvenience this may have caused you.

We can confirm that two refunds were processed on 4/19 and 4/20 for $46.67 and $18.75. We submitted a 3rd refund on 6/14 for the remaining $89.51. Please allow 3-5 business days to see that credited back in your account.

If there is anything else we can assist you with, please call our *********************** at ************. We are available from 6 AM - 10 PM MST, Monday - Sunday.

Thank you,

********************
Customer Support Team
********
Customer Answer
Date: 06/16/2024

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:06/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Digital discounts are no deal for many senior. They are a clever ploy by big supermarkets chains to get people into the store knowing full well that many of them wind up paying more than the advertised price. Many senior do not have a smart phone nor a computer online access This is a discriminatory practice. I always go up to the customer support and have to take my time out to ask for the digital price as I do not have access for all of this to do. I understand Giant does this now and ***** it is disgraceful.
Business Response
Date: 06/17/2024
Hello ***************************,

Thank you for taking the time to share your feedback.

Our Vice President of Operations, *************************, has reached out to you and left a message, providing you with his number. At your earliest convenience, please return his call.

If you have any other questions or concerns, please reply here or contact our *********************** at ************.

Thank you,

Aryssa
Customer Support Team
Case: 11384365
Initial Complaint
Date:06/08/2024
Type:Sales and Advertising 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 purchased two ****** play gift cards back in March. When I went to put them on my tablet, they had no money on them. I found out that scammers have learned how to take money off of gift cards without needing the code. I found that out, because a couple of months earlier, I bought a **** gift card from safeway, which also turned out with no money on it. There was however a phone number on the back, and the company told me about this scam, and sent me a new card. The ****** card does not have this option. I contacted safeway, and they gave me the phone number of their gift card complaint service. They had me file a complaint and send them all of the receipts and scanned paperwork. It's been 3 months, and they will not respond or return my money. I filed a complaint with the attorney general and they said my complaint is valid so they contacted safeway. I just received an email from the attorney general and they said safeway refused to respond. So now I am just out the money. I am really shocked and surprised that safeway would do this.
Business Response
Date: 06/18/2024
Greetings *************************:

Thank you for taking the time to share your concerns with us, and we are very sorry for any inconvenience this may have caused you.

We can confirm that a refund of $200 was submitted and will be credited back to your original payment method in 5-7 business days, depending on your financial institution.

If you have any other questions or if there is anything else we can help you with, please call our *********************** at ************. We are available Monday - Sunday from 6 AM - 6 PM.

Thank you,

********************
Customer Support Team
********
Customer Answer
Date: 06/18/2024

Better Business Bureau:

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

Sincerely,

*************************
Customer Answer
Date: 07/02/2024
I still have not received a refund from safeway. They said 5-7 business days, and it's been 10 business days. Someone from safeway called last thursday claiming they had refunded the money, and they told me the last 4 digits of the card I used which is my debit card, so I told her it should show up in my checking account. It still has not. What do we do now?

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

Business Response
Date: 07/08/2024
Hey *************************,

We sincerely apologize for the delay in processing your refund and any inconvenience it may have caused you.

Our team informed us the adjustment was made on 6/17, but there was a backlog, causing it not to settle as it should have in the expected timeframe. However, our team has confirmed that all refunds have been pushed through as of today, so you should see this in about 1-3 days.

Again, we are very sorry for the inconvenience. If you require further assistance, do not hesitate to contact us again.

Thank you,

******************
Customer Support Team
********
Customer Answer
Date: 07/10/2024

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:06/07/2024
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.
Yesterday, I ordered 4 quarts of Organic Whipping Cream from Safeway. I said in the order "No Substitutions". This morning I was advised by Safeway that my order had been filled with non-organic whipping cream. I tried to cancel my order online, but Safeway wouldn't allow me to do so online since the deadline for changing orders had passed. This is ridiculous since they were the ones that substituted wrong items after I said "No substitutions". Safeway should not make cancelling orders so impossible . It is so irritating and their online chat help is even worse..
Business Response
Date: 06/09/2024
Greetings *******************:

Thank you for taking the time to share your feedback with us. We are sorry you had difficulty canceling your order due to an incorrectly substituted item, and we sincerely apologize for any inconvenience this may have caused you.

We reviewed your order and see the substitution preference is "best available," so our associate substituted the item with the best available item. We also sent an app notification/email that allows you to approve or deny the substitution, but we received no response. In the future, please select "no substitutions" to avoid this from happening again.

Additionally, we show a refund on 06/07/2024 for $34.51 for the order in question. Please allow 3-5 business days to see that credit back to your account.

If you have any other questions or concerns, reply here or call our *********************** at ************, Monday - Sunday from 6 AM - 10 PM MST.

Thank you,

********************
Customer Support Team
********
Customer Answer
Date: 06/09/2024

Complaint: 21811568

I am rejecting this response because:Safeway employs Gestapo tactics to force online consumers to accept substitutes. The default setting for an order is accept substitutes. It should be no substitutes unless the consumer selects one. Second, after I placed the order I went back and edited the order to make sure I selected don't substitute. It is be noted that nowhere in the checkout process do they indicate what substitution option you have set so if there is an error you can correct it. Third, when they notified me the order had been filled with the substituted product, I tried to cancel the order. Safeway makes it literally impossible to cancel the order online. They ask you to accept the substitution, but do not provide the alternative to reject the substitution. They also say if you don't respond to the request for approval of the substitution, they will assume that you accept it. What kind of Faustian choice is that? Either acknowledge that you accept it or they will assume you accept it. Safeway has wonderful organic products, it is a shame they use such draconian devices to make consumers miserable when the organic products sell out. Finally there are no ways to cancel an order at Safeway. They don't answer their phone, their online chat is a joke probably not even run by a human being but rather a computer which keeps saying is there anything else I can help you with when they have never helped with what you asked for. If you place an order online, you should be able to cancel an order online.

Sincerely,

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

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