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

566 total complaints in the last 3 years.
242 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:04/17/2025
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.
We were charged around $220 for other people's groceries at this Safeway yesterday after bringing a smaller overcharge (failure to apply digital coupons) to the attention of the cashier. When we discovered the charges and called, staff at the store were already aware and told us to bring it up with the store manager today. This would necessitate a minimum two-hour drive back to the store; luckily, we called again to speak with the store manager, who we had been told would be available from 8a-5p today, and were informed by the assistant manager that the store manager was out. Staff had made no effort to retract their promise that the store manager would be available to us. They claim they have no means to contact customers they have overcharged despite all of our purchases being tracked through our member account.We are overcharged most of the time we shop at this Safeway. The digital coupon prices shown on the shelves are almost never honored unless you make a special request for a refund. We have frequently been charged for multiples of things we bought one of (for example, 33 avocados when we bought one). Though the overcharges are shown on the receipt after we have already paid, the method of accounting while being rung up makes it difficult to see and stop the overcharge as it is occurring. Some staff view these overcharges humorously, joking while they issue refunds. The consistent pattern of overcharging, the store's policy of requiring refunds to be made in person and then not having customer service or store managers available when you try to make an in-person refund request, combined with their lack of procedure for restitution of the time loss and financial distress they routinely inflict on customers amounts to an intentional system of fraud in our opinion. We want these policies addressed at the corporate level and believe that "digital coupon" prices should be removed from the shelves as deceptive advertising until accountability is assured.
Business Response
Date: 04/18/2025
Greetings ******* *****-********:

Thank you for bringing this to our attention.

Weve reviewed the details you provided and escalated your concern to the appropriate team for further investigation. Given the nature and frequency of the issues you've described, we are taking this matter seriously and have flagged it for review.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:04/17/2025
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.
The Safeway on *************** in ************* sold me two cashed money I fill these money orders out for my bills and got letters back saying that these money orders was no good I went to the Safeway to make an complaint about the money orders they saying they have nothing to do with it but I bought the money orders from them I want to file a complaint and I want my money
Business Response
Date: 04/17/2025
Greetings **********,

Thank you for bringing this matter to our attention. We understand your concern regarding the money orders purchased at the Safeway on *************** in **********, **. For assistance, please contact ************* directly at **************. They will be able to provide you with the necessary information and support.

Please note that our stores cannot refund or cash out money orders, even if sold at the store. The store cannot verify the validity through any system and cannot receive credit for the money order. Customers should use the ******************************************** deposit the money order into their bank account.

*******
Customer Support Center
Case ID: ********
Initial Complaint
Date:04/15/2025
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 tried to purchase 2 Target Gift cards ($500 each) @ Safeway in ******* on Apr. 9th 2026. My request was turned down by store employees because they suspect that it maybe a scam. Talked to store manager (***** ********) and I was told that his cashiers were suspicious about the rational behind my purchase. As I told 2 store employees that I plan to give tese gift cards to my daughter and son-in-law for their birthdays. As a matter of fact, it's not Safeway's business why I want to purchase gift cards. I gave the cashier my credit card along with my Hawaii Driver's license but that's not good enough for Sefeway to allow me purchase these 2 gift cards. I told the store manager that I've been a Kaneohe Safeway customer for the last 38 years. I need to know that if Safeway has a written policy to determine who are those customers allowed to purchase gift cards there and why I was turned down? Is the decision arbitrarily determined by cashiers or simply subjectively determined by customer's appearance (dress code, accent, hair length, senior citizens or ...) I was very frustrated, inconvenienced and disappointed at Safeway that I shop all the time. Please help!
Business Response
Date: 04/15/2025
Greetings ***** ****:

Thank you for your patience as we work to resolve this matter. Well be retraining our front-end team to handle these situations with greater care and professionalism while continuing to uphold our fraud prevention protocols.

We truly appreciate your feedback and want you to know youre always welcome to reach out with any additional concerns. We're committed to ensuring your future experiences reflect the level of service you deserve.

Should you have any further concerns, please dont hesitate to contact us directly using the phone number provided by the team.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 04/16/2025

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. However, only time can tell if Safeway deserves my continued business and support as I have been shopping at Safeway for the past 4 decades. Better and more efficient training on Safeway cashiers is the key to differentiate true scammers and loyal customers.

Sincerely,

***** ****
Initial Complaint
Date:04/13/2025
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.
In February I had clipped a bonus path coupon in the app to get 6000 reward points for spending $1500 in the month, which I did, by shopping exclusively at Safeway. I never received the points and I tried multiple points of contact for customer service who either stopped responding to me or told me they could not help me.Then again in April, I had clipped $20 worth of cash off coupons and done a transaction in the store. The cashier had to back out the transaction and told me I needed to redo it at customer service because something was wrong at the till. My $20 worth of cash off coupons disappeared and were not able to be recovered. I was told there is nothing that can be done.I would like both these situations rectified or I am exclusively shopping at ******* going forward. If you cant give me my points, then cancel and refund my subscription because there is no value in being your customer.
Business Response
Date: 04/14/2025
Greetings Ceara,

Thank you for reaching out and sharing your concerns regarding the inconvenience youve experienced with your bonus reward points and $20 cash-off coupons. We value your loyalty and are committed to rectifying this situation.
After investigating your account, we confirmed that the 6000 bonus reward points were not loaded, nor were the $20 cash-off coupons. To address this, I have submitted a request to load the 6000 points to your account, as well as a $20 credit. These will be available for use within 30 minutes to 24 hours.
I truly regret the challenges you've faced and the impression this has left. Please dont hesitate to reach out if you encounter any further issues or have additional concernsI am here to assist and ensure your shopping experience with us improves moving forward.

Thank you for shopping with us.

*******
Customer Support Center
Case ID: ********
Customer Answer
Date: 04/16/2025

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:04/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I still have not been refunded for my order i never received ********* its been way more than 7 business days
Business Response
Date: 04/08/2025
Greetings ****** ********:

Thank you for reaching out and bringing this to our attention.

We would like to confirm that the refund request for Order #********* amounting $125.47 has been successfully processed. An email confirmation will be sent to you shortly.

Please note that depending on your financial institution, it may take ****************************************************** your original form of payment.

We appreciate your patience and thank you for choosing to shop with us.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:04/04/2025
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 am writing to file a formal complaint regarding an issue with my order #*********, placed on April 2, 2025, for a total of $66.03. I have yet to receive the items I ordered, and despite multiple attempts to resolve the situation, I have not been issued a refund or received a satisfactory response.Order Details:Order Number: ********* Order Amount: $66.03 Delivery ************ Wednesday, April 2, 2025 Issue: The order was never delivered.Timeline of Events:I placed an order for grocery items, which was due to be delivered on April 2, 2025. Unfortunately, the items were not delivered on the scheduled date.I immediately reached out to Safeway customer service to inquire about the missing order.I was assured that the matter would be investigated and that a refund would be issued.Despite these assurances, I have not received the refund or any further communication from Safeway regarding this issue.Given that I did not receive the items as ordered, I am entitled to a refund under Safeway's policies, and I kindly request that this matter be resolved immediately.
Business Response
Date: 04/04/2025
Greetings **** *******:

Thank you for bringing this to our attention.

After further investigation, we can confirm that a refund request for order #********* was escalated and submitted on April 3, 2025. Please note that the refund is currently undergoing the standard processing timeline, as it is part of an active investigation related to the missing order.

We understand the importance of this matter and want to assure you that it is being handled appropriately. Refunds typically take 57 business days to reflect, depending on your financial institution.

We apologize for the inconvenience and appreciate your continued patience as we work to resolve this.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 04/09/2025

Complaint: 23160723

I am rejecting this response because: it has been over 7 days and I have still not received a resolution from Safeway.

Sincerely,

**** *******
Business Response
Date: 04/23/2025
Greetings **** *******:

Thank you for your continued patience. Wed like to inform you that a refund in the amount of $66.03 for Order Number: ********* is currently being processed. The refund will be issued to your original form of payment and may take 57 business days to reflect, depending on your financial institution.

We appreciate your understanding as we work to resolve this matter.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 04/24/2025

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:04/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I complained about no one atteding me at on open till for over 5 minutes when I complained to a staff member she called me an a****** i asked to speak to the manager and when I told him he got very defensive at me and to not shop at his store ever again!!
Business Response
Date: 04/02/2025
Greetings **** ******:

Thank you for sharing your experience with us. We understand how important it is to feel valued and respected while shopping, and we take your concerns very seriously.

We have noted your account of the incident, including the lack of assistance at the open till and the interactions with both the staff member and the manager. Please know that we expect all our team members to treat customers with courtesy and respect, and we are looking into this situation to ensure it is addressed appropriately.

To assist us in investigating this matter, could you please provide the address or location of the store where the incident occurred? Additionally, we would appreciate it if you could confirm whether you have an account registered with your phone number and email. This information will help us locate your records and proceed with our investigation.

Thank you for bringing this to our attention. Your feedback is invaluable to us, and we are committed to making improvements to enhance your shopping experience.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:04/02/2025
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.
This happened on April 2nd what it is is a security guard and he's he's trying to find everybody give me somebody don't do nothing here and then you know you're smart talk to them and the story for this thing outside the fat people you just he needs to go before he gets hurt or hurt somebody else and last night he got in my face because he wasn't acting professional and I told him and he cussed me like a dog and the stupid stuff you know and if you don't quit you know thank you he is Brazilian one.
Business Response
Date: 04/02/2025
Greetings ******* ******:

Thank you for bringing this matter to our attention. We take concerns about safety and professionalism very seriously and want to ensure that our customers feel comfortable while shopping.

To help us investigate this situation further, could you please provide the location of the store where the incident took place?

We would also appreciate it if you could confirm whether you have an account registered with your phone number and email. This information will help us follow up with you promptly.

Your feedback is important to us, and we are committed to ensuring a safe and respectful environment for all our customers.

Sincerely,
******
Customer Support Center
Case: ********
Initial Complaint
Date:04/02/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
@Safeway I'm needed to talk to someone, I'm having an issue with an employee who works at Safeway, I actually stopped shopping there 6 months ago because the employee wouldn't stop bringing her electric bill to work and telling other employees and customers that I was sending her that to her house, so I stopped shopping there because I felt they were harassing me, today I come in second time in 7 months for soda sale, and the same employee seen me and started telling everybody very loudly that I'm sending her p@rn to her, and I had other employees coming up to me about this and asking me if this was true. I have know idea where this crazy employee ********* person problems are but I would like to be able shop there once in while without being harassed/ or slandered!
Business Response
Date: 04/11/2025
Greetings *. *****,

Thank you for contacting us regarding this matter. Our **************** Manager for **********************/********** attempted to reach you by phone, but the call was routed to voicemail. They have also sent you an email about this matter. Please feel free to call back or reply to the email at your earliest convenience to discuss your experience in our store. You can reach our **************** Manager directly at ************, or you can provide the best number and time to contact you.

*******
Customer Support Center
Case ID: ********
Initial Complaint
Date:03/31/2025
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 am reaching out to formally complain about my concerns regarding a refund denial at the Safeway location (********************************) On 3/25/25, I attempted to return a purchase WITH a VALID receipt, expecting to receive a refund of $139. However, the customer service representative informed me that my refund would need to be entered as a "request", still unsure as to why, when Safeway has a return policy that CLEARLY STATES "no questions asked", and that I should be hearing back from someone in a few days. Well fast forward to today, I walked in and the customer service representative informed me that my refund was denied but was unable to provide a clear explanation as to why.This situation has caused me significant inconvenience, especially as it is the beginning of the month and I have financial obligations that I was counting on this refund to help cover. Given that I had a legitimate receipt, I believe my return should have been processed in accordance with Safeways return policy.I kindly request that this matter be reviewed and that my refund of $139 be processed as soon as possible.
Business Response
Date: 04/01/2025
Greetings ****** ***********:

Thank you for reaching out regarding your recent experience at our Safeway location on ************

We understand your concern about the refund denial despite presenting a valid receipt.

To assist you further, we kindly ask that you provide a copy of your receipt or order number. You can also provide your phone number or email linked to the account.

Once we receive this information, we will reach out to the store location and the customer service team involved to gain clarity on the situation. We are committed to resolving this matter as quickly as possible and will keep you updated on the progress.

Thank you for your cooperation and for bringing this issue to our attention. Please let us know if you have any additional information that may help us with our investigation.

Sincerely,

******
Customer Support Center
Case: ********
Customer Answer
Date: 04/04/2025

Complaint: 23140884

Here is the copy of my receipt that the store took.

Business Response
Date: 04/11/2025
Greetings ******,

Thank you for contacting us regarding this matter. Our **************** Manager for ********************** attempted to reach you by phone, but the call was routed to voicemail. Please feel free to call back at your earliest convenience to discuss your experience in our store, or provide the best number and time to contact you.

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

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