Business Profile

Grocery Store

Safeway

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

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

Customer Complaints Summary

608 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:07/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Actually have a lot of issues with this shopping trip today however all of them could have been avoided with one simple thing. I stopped at your Safeway not my favorite Safeway to shopping the people are rude usually there. I'm used to some of my smaller town ones that are people are kind. However I walked around the store got way more than I planned in my little tiny cart but I was able to make it up to the self checkout where I always check myself out I knew exactly which might be an issue for coming up with the right price so I would have been very on it before paying to make sure they were right..I work for Safeway one time and I was the third fastest Checker in the state I am quick I backed my stuff good I like it I like to bring myself up I've never been told I cannot bring myself up in self-check out with more than ******************************************************************************* I told her then fine I'll just buy 15 of the items in my car and leave the rest cuz I'm a little bit irritated. She took my car she pushed it over to three so there's no line he said I promise I walked over there there was two people in that line only had a few items each no big deal should be quick right it wasn't quick just Checker was about so let's check I've ever seen in my life. A dad comes up with a bunch of fried chicken looks like it's probably for dinner of course I let him go in front of me cuz I know I got a lot more than him. That's not the problem though now we're just in a problem I took and I put every single thing on my that belt the way I wanted it packed the woman took and picked out and threw things every way she wanted . And I have about a thousand or ***** words to write in this thing won't let me so I'm going to end right there and say I need Safeway to contact me I've already contacted them and the fee I see their manager and store manager and System Manager were gone. And there is all kinds of stuff that needs to be handled here.
Business Response
Date: 07/16/2025
Greetings *****,

Thank you for your feedback. Weve addressed your concern directly with the store to ensure the issue is properly resolved. A manager has reviewed the situation with the store team and provided coaching on how to better support customers in similar cases moving forward.

The manager also attempted to contact you directly on two occasions but was unable to reach you. If youd like to discuss the matter further, please feel free to return the call at your convenience.

We appreciate your input and the opportunity to improve our service.

*******
Customer Support Center
Case ID: ********
Initial Complaint
Date:07/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I added my Vons physical gift card to my Vons app on June 9, 2025. Unbeknownst to me, I didn't know that this action would then void my physical gift card and make it no longer for me to be able to use the physical gift card to purchase items in-store and in-person. There was no disclaimer presented on the app to share this information before I attempted to add my gift card details to the Vons app. I attempted to buy something in store on July 4, 2025 and the physical gift card didn't have a balance on it anymore. Now I'm limited to only online purchases and deliveries with my "Vons Cash".I don't think this is fair or a good faith practices for the customers because I never got a warning in the app that it would void my physical gift card, when I was attempting to add my gift card to my app. Furthermore, searching online does not mention that this would occur and the reconfirm that I should be able to still use my physical gift card even after adding the gift card to my Vons app.I called the ************ Safeway customer support number as advised by their web contact customer support team. I called on July 5, 2025 and July 7, 2025. Both times I requested for an option to either be able to use my existing physical gift card with the same Vons cash amount as present in my Vons app or obtain a new and replacement physical gift card with my current Vons Cash balance of $205.33 on it. Both times the customer support, who was based in another country (likely the ***********) for unable to help resolve any further and stated they weren't able to issue a replacement new gift card. For reference, my Vons physical gift card number is: *******************.This illustrates an unethical business practice where the original intent and purpose of purchasing a Vons physical gift card is no longer honored and essentially frauded the consumer of cash value that they paid for. I'm not able to use my digital Vons cash in person and in store - what is the logic behind this?
Business Response
Date: 07/10/2025
Greetings Dion,

Thank you for contacting us regarding your concerns about the use of your gift card online.

As previously discussed with a representative from our ********************* the balance from your gift card was successfully transferred to your account as Vons Cash. This process is governed by the terms and conditions clearly stated at the time of transfer, including the following disclaimer:

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

Once a gift card is converted to Vons Cash, the original card is automatically closed and cannot be reactivated or refunded. This policy is standard and applies to all customers.

We acknowledge your feedback regarding the clarity of the Vons Cash terms. Your comments have been noted and will be shared with the appropriate team for review to help improve future communication.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 07/10/2025
Complaint: 23567008

I am rejecting this response. In the statement, Account credit and gift cards are saved as Vons Cash. You can use your cash balance only for online orders. it not clear that Vons Cash is equivalent to "cash balance" as cash balance could pertain to another forms of payments or "cash". If it says "Vons Cash Balance", then it would be very clear that it's referring to the Vons Cash from a gift card that would only be used for online orders.
Also, during the process of inputting your gift card number and pin, there is a note at the bottom that states: "Once you add the gift card, the value will appear in your Safeway Cash account." Funds in Safeway Cash account enables a customer to pay for in-store purchases at ********************** by using our mobile device. This is communicated through the first sentence of the Safeway Cash Terms and Conditions (updated January 30, 2025) (see attachment and following link: *******************************************************).
Please show me where in the policy, terms and condition does it state clearly that Vons Cash and specifically Safeway Cash cannot be used to for purchases in-store. If you can't show me where exactly in the policy it states Safeway Cash can't be used for purchases in-stores, then I demand a refund of my gift card purchase or a replacement physical gift card with the amount of Vons Cash I currently have in my balance mailed to me (currently at $205.33 at the time of writing this).
Sincerely,

**** **
Business Response
Date: 07/22/2025

Greetings **** **:

Please be advised that when you open the Payment Methods section within the Safeway app, it will display Safeway Cash, with a tab underneath labeled Add Gift Card. A disclaimer is also presented at this stage, stating:

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

When selecting Add Gift Card, a verification code is sent to your linked email address or phone number. This step serves as a security measure and confirms your intent to proceed with adding your gift card details.

Upon entering the verification code, you are prompted to input your gift card number and PIN. At that point, a second disclaimer appears:

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

This feature enables customers to convert physical gift cards for online usean option not previously available, as physical gift cards were formerly limited to in-store purchases.

The terms and conditions referenced in your message relate to DirectPay, a separate app feature that allows funds to be transferred into your Safeway Cash account via a linked bank account. In your case, the funds in question were derived from a gift card, not DirectPay.

Please note that once a gift card has been added to the account, its balance cannot be reissued to the original card or transferred. However, the balance remains valid and can be used exclusively for online transactions through the app or website.

We appreciate your continued engagement and are happy to provide further assistance.

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

Customer Answer
Date: 07/22/2025

Better Business Bureau:

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

Sincerely,

**** **
Initial Complaint
Date:07/07/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July ****** I placed a order online with Safeway. The order was say pose to be delivered to my address at 8:49 but it never showed up. The door dash driver that was doing the delivery called me and I told him we're I was but he never showed up. I filled a complaint with Safeway online and was told I would have my refund within 48 hours then I was told my refund was declined. I spent $46.95 on groceries to have them delivered and never received them and never got a refund.
Business Response
Date: 07/07/2025
Greetings **** *******:

Thank you for bringing this to our attention regarding Order #*********.

After reviewing your order, we can confirm that the refund for the amount of $46.95 is currently in progress. The refund request was submitted on July 4, 2025.

Please note that the refund may take up to 7 business days to appear on your original form of payment, depending on your financial institution.

If you do not see the refund after that timeframe, feel free to reach out so we can assist further.

Thank you for shopping with us!
******
Customer Support Center
Case ID: ********
Customer Answer
Date: 07/07/2025

Complaint: 23563039

I am rejecting this response because:
I requested the refund on July ****** right after i got the email saying my order was delivered and it was not.
Safeway took my money as soon as i pushed order on my phone so i could get my groceries so i shouldn't have to wait over 7 days to get my money back so i can go grocery shopping.

Sincerely,

**** *******
Initial Complaint
Date:07/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order not received ********* was told they issued my refund by all people ive chatted with but havent received an email confirming a refund for my order I didnt receive. This the reference number ********
Business Response
Date: 07/08/2025
Greetings ****** ********:

Thank you for reaching out regarding Order #********* and refund reference number 19300630.

After reviewing your case, we can confirm that the refund for the total amount of $154.15 was processed on July 6, 2025. Please note that refunds may take up to 7 business days from the date of processing to reflect on your original form of payment, depending on your financial institution.

We appreciate your patience, and thank you for allowing us to assist you.

Thank you for shopping with us!
******
Customer Support Center
Case ID: ********
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For some time now Safeway has been selling outdated, rotten, molding food. I have many photos and have brought this to the attention of the store, corporate, ect and nothing. Recently I purchased ******** Shells and Cheese and it expired on December 07, 2023! 2 years ago. This is unacceptable and disgusting. I have been sold expired seafood, meat that has been dyed, repackaged and re dated. I am so disappointed and disgusted. Something needs to be done. I can't afford to waste money on already over priced items for them to already be expired
Business Response
Date: 07/09/2025
Greetings ******* *****:

Thank you for bringing this matter to our attention. We understand the seriousness of your concerns regarding the expired and unsatisfactory products youve encountered.

Please know that we are actively attempting to reach you to discuss your experience in more detail and gather the necessary information to address the situation properly. If possible, kindly provide a preferred contact number or the best time for us to follow up. You may also reach us directly through the "Contact Us" page on our official website, referencing this message for quicker assistance.

Your feedback has been shared with the appropriate teams for further review, and we are committed to ensuring that this matter is handled appropriately.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:06/29/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The online ordering through the Safeway app has been HORRIBLE. This people just dont care. I dont know if theres an issue with the app or the shoppers just being dishonest but each time I take the time to select substitutions for each order, only for them to be ignored and the shopper to tell me they dont see any substitutions. The seem to be very lazy and not customer service oriented. It takes forever to get a response when using the chat as well. The inventory system is a mess. It will show that they have the items, but when its time to shop it shows that the items are out of stock. Never again!
Business Response
Date: 07/01/2025
Greetings ******* *****:

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

Thank you for your patience and understanding.

****
Customer Support Center
Case ID: ********
Customer Answer
Date: 07/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as the issue actually gets addressed. This has been a recurrent issue, and they dont seem to care at this location.

Sincerely,

******* *****
Initial Complaint
Date:06/27/2025
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.
Safeway is the leading supermarket in ********, **********. It publishes "For U" weekly ads allowing members to "clip" coupons for discounts on various items that are added to the member's account and are supposed to be applied automatically at check-out. Also, points are accrued based on amount of purchases that can be redeemed as "Rewards" also applied at check-out. The coupons and rewards are visible in our member account, but neither are applied at check-out as they are supposed to. This has been occurring at least since November 2024, perhaps longer. Several times we have seen the discrepencies on our receipt before we left the store, and we had a staff recheck our entire order and apply the discounts manually, but this is very inconvenient and embarrassing to us and maddening to the customers in the check-out line behind us. And it is not always evident on the receipt whether thay have been redeemed. The amounts of the discounts vary, but in one visit our discounts totalled nearly $40. We have called the Safeway Customer Support phone line twice to try to get this fixed with no success. We sent a letter to Customer Support and received a reply via email asking us to verify our membership information. After that, the discounts were applied to our purchases for 2 or 3 visits, but then it stopped working again. This is unfair, They are advertising one price and charging a higher price, and it is difficult to catch them when they do it. Other stores do not offer such discounts, but we know that ahead of time and know what prices are that we are paying. We request that Safeway fix this program so that it works properly or that they cancel the program completely. Our supporting documents include our letter to Safeway, our email correspondence, and our letter to Consumer Reports that might explain our complaint more clearly.
Business Response
Date: 07/02/2025
Greetings ***** ********:

Thank you for bringing this to our attention regarding the For U digital offers and rewards program.

We understand how important it is that your clipped coupons and rewards apply correctly at checkout. After reviewing the account activity, we were unable to locate any transactions linked to your membership during the timeframes mentioned. This may be why the digital discounts and rewards were not applied.

To help us investigate further and ensure were reviewing the correct account, we kindly ask that you send us the following:

*A screenshot or photo of your member profile from the Safeway app, showing your name and registered email or phone number

*The phone number you entered at checkout when making your purchases

This information will allow us to verify whether your transactions are properly syncing with your account and identify any system issues that may have prevented the discounts from applying.

Once we receive this information, well be able to move forward with a deeper investigation and work toward a resolution.

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

Customer Answer
Date: 07/03/2025

Complaint: 23524133

I am rejecting this response because:
I reject the response from Safeway because they requested further information so that they could investigate. This is my response to their information request.

My name is ***** ********, email *************************************. My primary phone number and the number I entered at checkout is ************. I have attached a screenshot of the profile page in my Safeway app.
In my previous communication with Safeway Customer Support, I communicated with **** (Customer Support Team) #********.
I feel that this completes the information request from Safeway and that it is sufficient for them to investigate and fix this issue.
Sincerely,
***** ********
Business Response
Date: 07/17/2025
Greetings ***** ********"

Thank you for your follow-up and for providing your contact information.

Upon further review, we found that the account information you providedPhone: ************ and Email: ******************************** not appear to be linked to the account where the coupons are currently being clipped. That activity appears to be associated with a different phone number: ************.

To assist with the resolution, we recommend logging into your Safeway account and navigating to the Account Information section to confirm whether the phone number and email address on file match the details you submitted. This step will help ensure we are investigating the correct account. Please dont hesitate to reach out with any additional information.

Thank you for shopping with us!
******
Customer Support Center
Case ID: ********
Customer Answer
Date: 07/20/2025

Complaint: 23524133

I am rejecting this response because:
The screenshot attached above is the profile page on my Safeway account and app. This was sent to Safeway previously as you requested. It shows that my account phone number is ************** and my email is ******************* as previously stated. This is the information I enter at Safeway checkout at each shopping trip. My last trip did result in my receiving Just for You coupon discounts. Safeway obviously has now used my correct account information, which they have had for a while. But the performance of their app is sporadic. I want them to fix this so that their app works every time.

Sincerely,

***** ********
Business Response
Date: 07/30/2025
Greetings ***** ********:

Thank you for your continued follow-up and for providing clarification along with the screenshot of your account profile.

We're glad to hear your Just for U discounts were applied during your most recent visit. Regarding the apps sporadic performance, we understand how frustrating that can be. Well forward your concern to the appropriate team for further review. In the meantime, please ensure your mobile app is updated to the latest version, as this can help improve performance and reliability.

We appreciate your patience as we work to ensure a more reliable and seamless experience going forward.

Sincerely,
******
Customer Support Center
Case ***********

Customer Answer
Date: 08/01/2025

Complaint: 23524133

I am rejecting this response because: Yesterday when my husband and I shopped at Safeway, my $20.00 reward was not applied to my purchase and my "Just For You" discounts were not applied either. We were careful to make sure that we entered the correct phone number at checkout. When the cashier was made aware of the problem, she told us that entering the phone number is not the way to receive the rewards or coupons. She said that we should always use the virtual card in the wallet on the app. We showed her the app on the phone and she acknowledged that the $20.00 reward had been clipped, but said that without the card being scanned, the reward would not be applied. We are confused. Should we be entering the phone number AND having the card scanned at each visit? At your suggestion we did make sure we had the latest updated version of the app installed.

Sincerely,

***** ********
Business Response
Date: 08/16/2025
Greetings ***** ********:

Thank you for providing additional details regarding your recent experience with the Just for U program and rewards. We understand the importance of having discounts and rewards applied accurately at checkout.

To resolve the $20.00 reward that was not applied during your last visit, we have credited your account with the same amount. This credit can be used for future in-store transactions. Please allow up to 24 hours for the credit to become active on your account.

If you experience any difficulties redeeming your coupons or rewards in the future, we encourage you to contact our Customer Support directly at **************************** ***************), where a representative can assist you immediately.

We appreciate your patience and thank you for shopping with Safeway.

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

Customer Answer
Date: 08/17/2025

Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:06/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order with Safeway on June 3, 2024, under order number *********, for a total of $117.39. The order was delivered incomplete, so I submitted a complaint to customer service on June 5, 2024. I was informed that a refund request had been submitted and that it would be processed within 5 to 7 business days, meaning by June 14, 2024 at the latest.That deadline passed without any refund. I followed up again on June 17, and the representative told me that they didnt know why the refund had not been processed, and that it would take another 5 to 7 business days. I waited again.Finally, on June 21, 2024, I received an email stating that my refund had been denied, with no valid explanation and no accountability for the delays or the missing items. I have now waited well beyond the promised timeframe with no resolution.I am requesting a full refund of $117.39 for the items that were not delivered. I believe Safeway has failed to honor its own refund timelines, and the customer support experience has been unacceptable.I have attached supporting documents, including the order confirmation and the denial email.
Business Response
Date: 07/01/2025
Greetings ***** *******-*********:

Thank you for providing the complete details regarding your concern and for sharing the supporting documentation. Upon review, we have successfully submitted the refund for your order, and a confirmation email has been sent to the email address associated with your account.

We truly appreciate your patience throughout this process.

****
Customer Support Center
Case ID: ********
Initial Complaint
Date:06/24/2025
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 oder on the safeway app and I submitted a refund request. I received an email in response stating that my refund was approved and already refunded. I still have not been refunded for the order.
Business Response
Date: 06/27/2025
Greetings ****** *******:

Thank you for reaching out regarding Order #*********.

After thoroughly reviewing the order, we can confirm that a full refund of $37.26 was successfully processed. Please note that refunds may take up to 7 business days to reflect on your original form of payment, depending on your financial institution.

An email confirmation regarding the refund may be received within 48 hours. We appreciate your patience while we work to ensure this matter is fully resolved.

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

Customer Answer
Date: 06/28/2025

Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:06/24/2025
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 June 2, 2025 I placed an online order for delivery. On June 3 when the order was to be delivered , I noticed very early in the morning, but they charged the incorrect card that was on file. I am mediately notify them to change the payment option. They informed me that they could not, and that I would have to cancel it and re-order. When I asked if it could still be delivered if I did that they stated no. I went ahead and canceled it because I could not have them charge my debit card. I ended up walking to the store to purchase the things in person. When I return home, the delivery that had been canceled have been delivered. I could not afford to pay for these groceries twice so I immediately called Safeway and asked him to please pick up their items as I had already purchased them because the order had been canceled. They were not able to, and I was offered a refund to my debit card and EBT for the entire order as it was their mistake. I have not been refunded and I have been told by at least four or five chat people that it has been refunded and to call my financial institution. It is now June 24 and *** called my financial institutions. And they have confirmed that nothing has been refunded to those cards. I have asked to speak with a supervisor live rather than chat and Ive been told that they will call me back and that has been escalated and Ive been given so many case numbers Ive lost track no one has called me back and all the chat representative to give me the same answer -that its been refunded but it has not. Ive spent more than four hours since June 3 sitting on the phone with these chat people trying to resolve this as they will not give me a phone number to a manager. I have taken screenshots of every conversation with each chat person to back up my statements. I have screenshots telling me by Chat the dates that this has been refunded and the escalation numbers etc..
Business Response
Date: 06/26/2025
Greetings ****** ********:

Thank you for bringing this to our attention. After a thorough review, we have confirmed that the store processed the refund for Order #********* on June 16, 2025.

Please note that refunds may take up to 7 business days to reflect, depending on your financial institution. If the refund has not appeared by tomorrow afternoon, we encourage you to reach out to us again so we can continue the investigation and provide further assistance.

Sincerely,
******
Customer Support Center
Case ID: ********
Customer Answer
Date: 06/26/2025

Complaint: 23514037

I am rejecting this response because:
I have hsd several chat agents instruct me to check with my financial institution since June 12th. As of 6/26 12:15am, my financial institution has NOT received the $32.77 due back on that card and my EBT CARD as of 6/26 12:15am has not received the $43.10 due back on thst card either. It has been
23 Days since I first brought attention to this matter and still no resolution. If two cards confirm they havent received the refund it seems some rechecking on Safeways end to verify where they sent the refund because i havent received it. This is why I contacted BBB because this is same response given and not one call back from a Supervisor has been made to me as promised seversl times.
Sincerely,

****** ********
Business Response
Date: 07/08/2025
Greetings ****** ********:

Thank you for your continued patience while we reviewed your concern regarding Order #*********.

After a thorough review, we can confirm that while the order was canceled, the delivery was still completed. The store has reviewed the matter and has agreed to proceed with a full refund of $75.87. This refund will be issued to the original forms of payment used on the order, including both debit card and EBT, if applicable.

The refund will take 7 business days to reflect on your account, depending on your financial institutions processing timeline.

We appreciate you bringing this to our attention and allowing us the opportunity to assist.

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Safeway is NOT a BBB Accredited Business.