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

607 total complaints in the last 3 years.
219 complaints closed in the last 12 months.

If you've experienced an issue

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:08/18/2025
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 a Safeway Flash pickup order (#*********) scheduled for August 15, 2025, at the *********************************************************** location. When I arrived, I was first told by the customer service representative that I had the wrong Safeway, which was not trueI verified the address matched. After that, I was told I would have to wait until the next day to receive my groceries, which defeats the purpose of a same-day pickup order.I then asked about a refund or some resolution, but the store manager informed me that he could not process a refund or provide assistance until the following morning. This left me without my groceries, no refund, and no solution the same day.This experience was extremely frustrating and unacceptable. I paid for a service that was not provided, and I was left with no immediate recourse. I am filing this complaint to report the poor handling of my order and to request appropriate accountability and resolution
Business Response
Date: 08/22/2025
Greetings ******,

Thank you for your patience while we investigated this matter.

We understand your concern regarding the order you were unable to pick up, and we want to provide clear and definitive information. Upon review, order #********* was previously cancelled in our system. Following the cancellation, a refund was automatically processed to the original payment method used at checkout.

Please note that while refunds typically reflect within 7 business days, processing times may vary depending on your financial institution. If you havent seen the refund yet, we recommend reaching out to your bank or card provider directly for confirmation.

*******
Customer Support Center
Case ID: ********
Initial Complaint
Date:08/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Safeway consistently posts advertisements in store for items that have digital coupons to entice you to purchase them. Despite this, they are frequently not active even within the date advertised. This deception causes you to pay more for groceries. This frequently happens at checkout as well, causing you to have to either stop your transaction, put the item back, and find an alternative / or just pay the difference. This is clearly intentional to raise prices and has happened at every Safeway location Ive been to over the last couple years. Their support does nothing to resolve the issue or refund the hundreds of dollars in excess cost Ive incurred. Im surprised this isnt a class action lawsuit yet.
Business Response
Date: 08/18/2025
Greetings ***** *******:

Thank you for bringing this matter to our attention. We would like to look into your concerns regarding digital coupons further.

We kindly ask that you provide the following information:

*The transaction date in which the issue occurred
*A photo of the receipt, if available
*The Safeway for U account phone number that was entered at checkout

We also appreciate the screenshots you have provided, as they are helpful in understanding the details of your experience. Once we receive the requested information, we will be able to investigate the matter further and determine the next steps.

Sincerely,
******
Customer Support Center
Case ID: ********

Customer Answer
Date: 08/22/2025

Complaint: 23757084

I am rejecting this response because: I have contacted Safeway support numerous times, been promised investigation, and the issues still occur. Attached is images from TODAY where this occurs again, and I made sure to keep the receipt. I can confidently say this occurs every time I shop at safeway and is a deceptive business practice. I'm surprised this isn't a class action lawsuit yet. My safeway email is ************************ you can see the history of me contacting support with no resolution about this numerous times. The response is simply asking me for the information they've asked in chat, and neglected to do anything with.

Sincerely,

***** *******
Business Response
Date: 09/03/2025
Greetings ***** *******:

Thank you for your follow-up regarding your complaint. We have reviewed the documentation you provided, including the images and receipt from your recent visit. Your concerns about digital coupon availability and in-store signage have been noted and forwarded to the appropriate internal teams for further evaluation.

We acknowledge your history of communication with our support team and understand that you are seeking a resolution. As part of our follow-up, a $10 credit has been applied to your account along with 100 reward points. These will be available within 24 hours and have no expiration.

We appreciate your continued engagement and the detailed information you've shared.

Sincerely,
******
Customer Support Center
Case ID: ********
Initial Complaint
Date:08/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Safeway provides a pick up grocery order service, online ordering. When items are out of stock or some other case where a price adjustment is necessary for the final total, upon pick up, they then hold the original total plus the new total for days in your bank account. Its unnacceptable. They do not have the right to tie up double the amount you agreed to pay as the total in your bank account, for any amount of time. That money is a temporary hold, but it doesn't change the fact that you have no access to those funds they took without authorization until they settle the transaction. Not okay. Safeway or any other entity should only be able to run one charge per order. It is literal theft when you break it down, no matter when you get it back you can still be severely damaged. Your checking account can bounce and playing these games are very dangerous to someone's account. This needs a stop put to it immediately.
Business Response
Date: 08/18/2025
Greetings **** *******:

Thank you for bringing this to our attention. We acknowledge your complaint regarding pending charges associated with your recent online pickup order.

At this time, our records indicate that the charge for Order Number ********* remains pending. To help us review this matter further, we kindly ask that you provide a photo or screenshot of the transaction as it appears on your bank statement.

Please note that when adjustments occur due to substitutions or out-of-stock items, the authorization amount held on your payment method may change. However, we want to assure you that the final amount charged will always match the total reflected on your receipt at the time of pickup, and no duplicate charges will be processed.

We appreciate you bringing this concern to our attention and will continue with our review once the requested documentation is received.

Sincerely,
******
Customer Support Center
Case ID: ********
Customer Answer
Date: 08/21/2025

Complaint: 23756303

I am rejecting this response because:
You are missing the point of the entire complaint. I'm aware the 2nd charge will fall off pending status, in 5 days! Which, at this point, has already happened. I am not asking you to fix a single transaction. I'm asking you to fix your procedures on your charging for online ordering as a company. Please re-read the original complaint. It was very clear. You cannot tie up both the original order total, in addition to the amended order total, (one on top of the other) in bank accounts. I ordered on a Friday, the wrong charge dropped off the next Wednesday. That is unnacceptable. And a regular practice for Safeway. You need to change your charging procedures for online check out. For every shopper.
Sincerely,

**** *******
Initial Complaint
Date:08/16/2025
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.
Went to the store 8 /14/25 and was letting the employee by name ******* know that I was experiencing overcharging for bags and prices being higher when scan other then advertising he was no help and lied and said that was on our app is only for you not for the store
Business Response
Date: 08/18/2025
Greetings:

Thank you for bringing this to our attention regarding overcharging for bags and pricing discrepancies. The employee in the statement has been noted, and the matter will be subject to internal review and possible coaching.

To address your concern, a $3 credit has been added to your Safeway account. This credit can be used toward your next in-store transaction. To redeem it, please enter the same phone number used during your August 14 transaction at checkout.

We appreciate your input and will continue to monitor store-level interactions to ensure accurate pricing and helpful service.

Sincerely,
******
Customer Support Center
Case ID: ********
Initial Complaint
Date:08/11/2025
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.
On July 25, 2025, at around 6:00 PM, I tried to use my Safeway e-gift card by scanning the ** code on my phone at a local Safeway store. The store refused to accept it, citing a new policy against accepting mobile e-gift cards. This was unexpected because I had used the same card at this and other Safeway locations before without issue. I had used this gift card a week prior at this exact location, and when I told this to the manager, they stated that the staff who accepted it "must have been new." The store manager was dismissive and unhelpful, stating that previous employees who accepted mobile e-gift cards must have been new and unaware of the policy change. After contacting Safeway customer service, I received conflicting information. Another, less convenient Safeway location confirmed they still accept mobile e-gift cards, contradicting the first stores claim.Additionally, I was told the district manager would contact me regarding this issue, but multiple follow-ups have revealed that no such contact will be made. This lack of communication and inconsistent policy enforcement has caused me significant inconvenience, financial loss, and frustration. I was also told by the Safeway that accepted my e-gift card that the district manager "would not contact me about this" which seems to be true. I request Safeway clarify their policy, properly train staff, improve customer communication, and promptly resolve my gift card issue.
Business Response
Date: 08/26/2025
Greetings ******,

Thank you for your patience as we looked into your concern.

Our team has made multiple attempts to contact you regarding the issue with redeeming your e-gift card. Unfortunately, each call has gone to voicemail, and weve been unable to speak with you directly.

To ensure you still receive support, weve created a case under ID ******** and sent you an email with detailed instructions on how to redeem your e-gift card at any of our store locations. In that message, we also requested the card number, PIN, and the store location where the redemption was declined. This information is essential for us to investigate further and coordinate directly with the store.

Despite not receiving a response so far, we remain committed to resolving this issue and will continue to monitor for any updates from you. Please dont hesitate to reply to the email or reach out if you need further assistance.

Thank you for your attention to this matter.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 08/26/2025

Complaint: 23726958

I am rejecting this response because:
Safeways response is misleading. I did not receive any voicemails from them about this matter, so I had no way of knowing they were trying to reach me.
More importantly, my e-gift card was not declined. The store refused to scan it from my phone, even though the cards printed instructions clearly state it can be redeemed either printed or on a mobile device. I have successfully redeemed these cards on my phone at this and other Safeway stores without issue.
I reached out to Safeway multiple times and was told by customer service phone **** that I would receive a call from the Regional Manager (reference # ******** on 7/26/2025) which has not happened, and also that the store needs to print the gift cards for me if they want them printed. However, I am uncomfortable with asking this store to print them as they were so rude last time I was there. Gift cards should be treated like cash, and I do not want someone I do not trust having a copy of my card number and pin and being able to use it or expose it.
This is not a card number or PIN problemit is a store compliance issue. I am asking that Safeway ensure this location follows the redemption instructions provided on the card.
Business Response
Date: 09/03/2025
Greetings ****** ******:

Thank you for bringing your concerns to our attention. We appreciate the opportunity to review the matter and provide clarity regarding the support youve received.

According to our team records, a case was created on August 24, 2025 under ID ********, and initial outreach was made via email the same day. The our team reports that communication continued until August 27, 2025, after which no further responses were received from you. While phone contact was attempted, youve indicated that no voicemails were received, and the business has acknowledged this may have caused confusion. They regret any inconvenience this may have caused.

Regarding the e-gift card issue, the our team has confirmed that the card itself was not declined due to any error with the card number or PIN. Instead, the concern arose when a store location declined to scan the card from your mobile device, despite printed instructions stating it could be redeemed either digitally or in print. Youve noted that youve successfully used the same card at this and other Safeway locations previously, which understandably led to frustration.

To address this, the our team contacted the store directly and learned that the stores policy was updated last month, now requiring printed copies of e-gift cards for redemption. This change may not yet be uniformly implemented across all locations, which the team acknowledges has caused inconsistency and confusion. They have shared this updated policy with you and advised contacting the stores customer service team for assistance with printing, while also respecting your concerns about privacy and security.

Additionally, you inquired about Californias $10 cash-out limit for gift cards, and the team confirmed that the store is able to assist with this request.

The team has expressed its commitment to resolving this issue and ensuring a respectful and consistent experience across all store locations. They have also encouraged the store to review its training and communication practices to help prevent similar situations in the future.

We hope this summary provides clarity and reassurance.

Sincerely,
Arleen
Customer Support Center
Case ID: ********
Customer Answer
Date: 09/03/2025

Complaint: 23726958

I am rejecting this response because:
Thank you for the update. I want to clarify a few points regarding my e-gift card issue:
I have not received contact from the regional manager, despite being told I would on 7/26/2025, reference #********, phone customer service.
My e-gift cards were never declined; the local store refused to scan them from my mobile device, which is inconsistent with the card terms stating they may be redeemed either printed or digitally.
I have successfully redeemed these cards from my phone at other Safeway locations.
I do not have a printer, and the stores current print-only enforcement is inconsistent, unfair, and prevents me from using a valid form of payment.
The business claims it attempted phone contact but left no voicemail. For someone who works full time, calling without leaving a message is effectively a setup to prevent meaningful contact.
I stopped responding to the emails because the agent was effectively a broke record reiterating the policy change that my grievance is about instead of actively working towards a solution.
I am requesting that Safeway ensure this location honors e-gift cards according to the terms explicitly stated on the card, allowing redemption from a mobile device.

Sincerely,

****** ******
Initial Complaint
Date:08/08/2025
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.
Safeway has an online order system called ***************** allowing preorder for grocery items. I have used this three times now. Every single time, my orders have been incomplete. One item is always short, and Arizona Green Tea. My order is for TWO FULL CASES, yet Safeway fails to fulfill this properly. They have a MONTHS notice for each order, and they acknowledge the order a full week in advance. They promised me a credit of $10.00 and did not provide that when my last order was short.
Business Response
Date: 08/09/2025
Greetings *****

Thank you for bringing your concerns to our attention.

Following your feedback, a representative from our ************************ reached out to you regarding the insufficient quantity of Arizona Green Tea in your recurring orders. We understand that you made multiple attempts to speak with a supervisor and were not contacted as promised. We sincerely apologize for the delay and any inconvenience this caused.

You were later able to speak with a supervisor at our ************************ who acknowledged your concerns and discussed the commitment made to improve inventory management for your scheduled orders. To help resolve the matter, a $30 credit was issued, which is valid for in-store use. A follow-up email was also sent to you with the case ID for your reference.

Were pleased to hear that you were satisfied with the resolution and the outreach from our team. Should you need any further assistance, we encourage you to contact our **************** Center or visit your local store and speak with a member of the management team.

Thank you for your patience and for allowing us the opportunity to address your concerns.

*******
**************** Center
Case ID: ********
Customer Answer
Date: 08/10/2025

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.
*******, you should realize that if anyone at all had reached out to me any time within 24 hours of my messaging and calling Safeway, I would not
have felt the need to file a complaint with the Better Business Bureau.
You can use this as a teaching moment for new Customer Support agents and Supervisors.

Sincerely,

***** ********
Initial Complaint
Date:08/06/2025
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.
A Safeway manager at the ******** location told me I would receive a refund since my fresh pass delivery order did not get delivered to me. I had the option to get it redelivered but I wanted my money back. Now they have deactivated my account and refusing to give me a refund because they dont want to give me my money. Dont buy from this store.
Business Response
Date: 08/12/2025
Greetings ****** *****:

Thank you for bringing this matter to our attention. After thoroughly reviewing your concern regarding order number ********, we have processed a refund in the amount of $310.75 to your original form of payment.

Please note that it may take up to seven (7) business days for the refund to appear on your account, depending on your financial institutions processing time.

We appreciate your patience and understanding, and we thank you for the opportunity to resolve this matter.

Sincerely,
******
Customer Support Center
Case ID: ********
Initial Complaint
Date:08/06/2025
Type:Delivery 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 an online order for groceries in July 3, 2025. I received texts that my order was processed and will be delivered to my house. I never received my order. Driver took a picture of the front door where items were dropped off. It was NOT my front door. Unable to contact the driver. I ended up going to the store physically to re-purchase the same items. Requested a refund since I bought the items again at the store. Waited a few days for response. Received denial response via email. Called customer svc 3 times, about 1 week apart, everytime telling them what happened. Kept getting the response that they will elevate the situation and for me to call back in 3-5 business days. On the 2nd call July 23, I even sent a photo of my front door to prove it was not the same door where the items were delivered. On the 3rd call July 31, I was advised to call the store directly. I did, and spoke to the store mgr Haven who said she will speak to her superior and have them call me the next day.August 1, I waited, but no one called. I called the store, tried to speak with the store manager I spoke to. Another lady took the call, and my information, and said she will call back. She never called back. I have been patiently waiting and following up on this refund, but no one has given me the courtesy of a follow up call. I am attaching my receipt, attaching a photo of my front door as proof that it was not the same door where the items were delivered
Business Response
Date: 08/11/2025
Greetings **** ********:

Thank you for bringing this matter to our attention and for your continued loyalty.

After thoroughly reviewing your concern regarding Order #*********, we have authorized a full refund of $52.46 to be processed to your original form of payment. Please allow up to 7 business days for the refund to appear, depending on your financial institution.

Additionally, to acknowledge the inconvenience you experienced, we are applying a $25 online credit to your account that you can use on your future online order.

We value your business and are committed to ensuring a better experience moving forward. Thank you for your patience and understanding.

Sincerely,
******
Customer Support Center
Case ID: ********
Customer Answer
Date: 08/12/2025

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:08/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The store seen I left my ********* called n they say they have it I was at the train station on way work n called told them to release to my friend that he will give the number and screen lock if *********** can use code unlock and call phone n see it rings as that is the phone w match number they playing fabew won't release it because i knew the lady that work there in not good terms previous years . She is hold my phone collateral n make my life hard
Business Response
Date: 08/11/2025
Greetings ***** *****:

Thank you for bringing this matter to our attention.

Following consultation with the Store Director, who has in turn conferred with the management team, it has been confirmed that there are no additional inquiries or concerns regarding this incident.

We appreciate your patience and understanding as this matter has been reviewed and addressed in accordance with our established procedures.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:08/05/2025
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.
Order **********, we ordered steaks for our before school begins party and our order never came, unable to get in contact with any customer service whatsoever. We havent gotten anything always shopped at our local Safeway, just sad to see how little they care.
Business Response
Date: 08/07/2025
Greetings Isei Hyoudo:

Thank you for bringing this matter to our attention.

After reviewing your concern regarding Order #*********, we have submitted a request to refund the full amount of $73.63.
Please note that the refund may take up to 7 business days to be approved and processed back to your original form of payment.

We appreciate your continued patronage.

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

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