Complain about a product or service

Safeway

Spring of Sebastopol CA (07/04/08)
Today, for the first time, I received a grocery delivery from Safeway.com. While pulling into my driveway, the delivery person hit my fence, snapping a concrete-imbedded pole at the point where it is embedded in the concrete.

The driver asked that I not call Safeway as this was his second accident in one week. He offered to repair the fence and gave me his phone number so he could repair the damage without incurring another offense to his driving record.

My landlord asked that I call Safeway to report the accident. I called the Safeway customer service number, was asked if I knew the delivery persons driver's license number (I didn't), but I had a record relating to the delivery. I asked about safeway.com's policies re driver's responsibility related tp destruction of property and the customer service rep said she'd file a complaint for me but couldn't provide further information. I was also told that it would take two working days for my complaint to be filed with Safeway.

Am not sure of the consequences. But the property damage incurred involves the destruction of a fence and, subsequently, the inability to secure the property

Robert of San Francisco CA (06/03/08)
Safeway weekly ad had coupons with minimum $10 puchase, which I purchased more than $10 and they were sold out ($1.00 Dz. eggs). I went to customer service to get a rain check and was told that they do not give rainchecks on their coupons. Nothing in the print says they don't give rainchecks.

I thought stores were required to give rain checks on sale items unless there is a Limited items per store priinted

Sahwn of Buffalo Grove IL (05/01/08)
I called the customer service number as requested after a checker, for the second time in a row, did not use MY frequent shopper card and used the store card number without telling me they were going to do this or typing in my card number. The card works I just have several cards on the ring and if they don't separate it, and I DO hand it to them separated, it doesn't go through. Anyway, when I called I found out that only one person per address can get miles in the safeway/United incentive program.

This is a program where if you have a Dominicks card you can 125 miles posted to your United Frequent Flier account after you spend 250 dollars at Dominick's (Safeway). I have shopped at Dominicks for several years but I kept my account listed at my parents address. Why would you change the address on an incentive card that doesn't send you anything. I found out you can only have one card per address getting miles even if everyone at your house shops at Dominick's. I was told that this is in the program rules and I believe that is the truth, I didn't read the tiny little rules (if I got any I don't remember).

I just filled out the form as quickly as possible on the tiny little space I had at customer service. I don't know how I interpreted household but I doubt it was as address because I have a roomate and they have a stupid card too. I said No mentioned that to me, but apparently This is not the clerks job to question me about this. Can't the clerk just state There is only one miles account allow per address? By calling I managed to out my mother who has shopped at Dominick's for years. My father likes to cook and buys food for dinner, while my mother buys staples , and other items. I couldn't change my address as I was afraid my roomates name would come up.

If I knew it was a problem obviously I wouldn't have called. I don't know many married who have one frequent customer savings card. Here, I am assuming that both members of a household can use the card to get miles on the one account as they don't ask the customers for identification and otherwise this is really a rip off. Not that it's not pretty stupid (Honey I'm going to stop at the store. Can I have the Dominick's card? I think this is discriminatory to people who live with a spouse and travel together like my parents (they are retired) and single people in urban areas who may not live alone for financial reasons! I argued I didn't file taxes with any of these people, but that doesn't count. I'll remember to count my roomate when I apply for my next credit card!

THIS IS A RIDICULOUS RULE. I mean they aren't giving this benefit away. You earn it by buying groceries at their stupid store. So what if the people at your address all have frequent flyer accounts and get miles from Dominick's/Safeway whoever spent the money should get the miles. It's not like they go to the store split the order and stand in line separately. I have seen people do this to get sale items anyway. The guy on the phone admitted if I hadn't have called they wouldn't have known, but then treated me like I should've known this was a problem In any case don't call the 1-877 number if this could be a problem for you when the clerk is too lazy to type in your card number.If you have a roomate or a different card than your spouse you are better off losing the credit for the purchase.

Veronica of Gaithersburg MD (02/23/08)
I purchased a chocolate cream pie, and the cream had turned sour. I purchased Ben & Jerry Butter Pecan ice cream that was also turned sour, and the container was marked expired 11/07. I bought it on Feb 23, 2008.

Both myself and my 85-year-old mother got sick that night.

Karen of San Francisco CA (02/10/08)
I ordered a prescription through the brand new remodeled Pharmacy at our local Safeway. Upon reading the instructions back home, I realized the pharmacist who filled and processed my prescription for Nasonex had made a gross error and typed out in the instructions how to use Nasonex into each nostril and each eye. Clearly this is a nasal spray, mentioned very clearly on the label, but they made a mistake to indicate that it was to be used in each eye also. If I followed these instructions, I could have became blind or have serious consequences with my vision. Yes, since I have been taking this particular prescription for over a year, I was not reinstructed how to use it, but I am well aware that this is a nasal spray. Safeway manager should be informed of this gross error and the employee should be confronted with this kind of mistake made. It should have never happened and if they found out about it, they should have immediately phoned me up to let me know of the mistake on their part. Please let me know what is the best method of pursuing this issue to make sure the proper authorities are informed about it and proper follow-up is made to assure that future prescriptions will not have this type of error in them, especially for 1st time users.

If I had followed the instructions given, my eyes could have suffered serious damage and I could have possibly become blinded. It is stated clearly on the label that this is a Nasal spray only. Fortunately I have taken this prescription before and I am well-aware of how to use it properly.

James of Portland OR (01/14/08)
I have been a loyal shopper at Safeway for over 12 years. On January 10th, 2008, after getting some groceries, I went to the Oriental Express, next to the deli. Here, I requested four bowls of rice, chowmein and teriyaki chicken. One of the workers started to get the bowls ready when all of a sudden this other worker came behind the counter next to the worker who started preparing my tray orders and stared at me for about 20 seconds. Then he placed a hand on top of the other workers tray and loudly in front of customers said: "You have to pay for these entrees here." I told him I shopped there for a long time and I always pay at the grocery check stand. Then loudly he stated, "You don't pay here, you don't get nothing," and grabbed the trays from the counter. I do not understand what had caused this ill treatment of a customer. At the time, I had a Nike cap and a black ski jacket and I do have an accent, but that does not mean that I was going to run away with the deli products. I was very upset and embarrassed.

If this is a policy, it should be stated at the location of the deli and must apply to all customers. I spent 20 minutes around the Oriental Cuisine and deli area to see if other customers were asked to pay for their purchases at the deli. During this time, several individuals requested various items from the deli and oriental cuisine area. These same individuals were not asked to pay at the deli check stand or told if they did not, they would get nothing. Once I calmed down, I went to talk to the manager. After waiting about 15 minutes for the manager who was busy at the time, he finally came out, I asked him if he didn't mind that we talk in his office. I told him what had happened and that I felt very upset about the situation and discriminated against. I told the manger that I wanted to file a complaint, he didn't seem very interested and was hesitant. He gave me a customer service form, but he never gave me his name or the corporate office number. I requested that he come with me to the express/deli area because I needed this worker's name. Although he was reluctant, he walked with me and stopped a distance from the deli area and was talking to someone. I had to point out the worker and he responded that he was not sure about the man's name. He never made any attempt to go to the Express area or rectify the incident. I also told him that there was no signs in the express section or in the deli section that say that deli purchases needs to be paid at the deli check stand. I also asked him that if that was the policy why everyone else who bought items at the express or deli weren't even asked to pay at the deli check stand? Later that day, my wife and daughter went to shop at the same store and she got 2 oriental express bowls of chowmein, rice and chicken and was never asked to pay at the deli checkout. I called the corporate office that same day to file the complaint. I requested a call back and never got a call back. I am very disappointed in this corporation over this incident.

This situation was uncalled for and no justification in what happened. I was very upset at the time. I am still bothered by how I was treated that day.

Sahar of Reston VA (12/13/07)
I had been trying to collect my dry cleaning for days, when it was due back on friday 07/13/07. I called and had left my details in-store on 2 occasions for someone to call me back, but no one ever did. I finally went to see if it had arrived on 07/17/07. It was there and I then tried to give my feedbcack to the Front End Manager, Vicki, on duty at the time. She didn't want to know but she kept saying, "it's free, darling." When I asked her not to call me darling, she came with an answer I did not expect. "I can call you many things, but I'd lose my job" (I took that as a racially motivated comment). I then asked for the manager's name at the store and she gave it to me and also said you can speak to him but nothing's gonna happen. I ended the conversation by informing her that I would not be choosing to shop here again to which her answer was "good." This is not acceptable customer services in my experience. All I tried explaining to her was that they need to have a system in place where messages are written in a handover book. She wasn't interested and was only raising her voice, and for a manger to have that attitude is appalling.

I sent a complaint form to the head office. I had a representative speak to the manager at the store. It was obviously a my word against her word situation. The manager called back saying he will deal with it. I went in the store to speak to the manager he told me that unfortunately, Vicki has off days.

Melanie Swager of Westminster CO (11/08/07)
Three times in a row I have gone to this store for Sale Items. All three times I have been over caharged on the sales items I bought. I have taken my problem back to the cashier just to be told that I don't understand the way thier sales work and read. The total of my losses are $30.00. The cashiers(ALL of them are CONDESENDING and RUDE)I wish someone would look into this because it is false advertisment and I am about to go to the newpaper with the problem.I am not stupid. I am an expert sales shopper. Therefore I am very up on how to read and take advantage of sales.

Over charged by $30.00 in a total of three visits in two months.

Amdue of Portland OR (08/10/07)
On August 10, 2007, I shopped at the Safeway store on Southeast Thirty-Ninth Ave. and Powell Blvd. in Portland, Oregon. I was underwhelmed with the operation this day.

Customer service was unattentive and slovenly. The bagger bagged half a grocery cart of my groceries and wandered off, leaving me to discover the lapse and finish loading the cart.

The cashier made a show of looking over my money as though it were counterfeit and was lackluster in informing me of their special coupon. He was barely audible. I was half insulted and half angry over their low-class treatment.

Richard Miller of East Wenatchee WA (07/10/07)
The East Wenatchee Washington Safeway store is very lax in maitaining the customer motorized carts.The last tree time when we were in the store to do our shopping the carts are not available with no power. We have been safeway customers doe 19 years. BUT NO MORE. This store look s dirty and the service iis POOR.

Stacy of Concord CA (06/23/07)
I take my elderly grandparents grocery shopping at Safeway on Saturday mornings. My grandmother is now in a wheelchair and today, 6/23/07, is our 3rd week of being able to take her out to pick out her won groceries.

Upon check out we approached the handicap aisles (there are 3 of them in a row) and they are all also marked 20 itmes or less. I asked the first check out clerk that I saw if it was alright that we were in one of these aisles even though we had more than 20 items in our shopping cart and her response was yes, it is ok.

We were then yelled and scoffed at by two seperate customers behine us in line who had to point out that we had over 20 items in our shopping cart and we needed to move to another line. I retorked that we were in the handicap line because my granmother is in a wheelchair but they were too mad to even care.

We got up to check stand number one and were also scoffed at by the check out clerk. She told us there was no way she could fit our groceries on her conveyer belt and she would have to open up a regular check stand for us. She moved us to the other end of the store and was obviously irritated and inconvenienced by us. She talked to other employees without acknowledging us and complained about this being her 7th day straight of working.

My grandmother paid for their groceries and I then got them loaded into our van and had my grandparents wait in the vehicle while I went to talk to management.

After 10 minutes of waiting, the manager on duty came out to talk to me. He was also inconvenienced by me. I told him what happened and he suggested on our next visit that we use check stand number 3 or find a shorter regular line. He also claimed that he was not responsible for what other patrons behind us in line said. He told me that he would speak with the checker but his attitude left me very irate with the whiole situation. I questioned why were the only 3 handicap aisles also the only 3 20 Items or Less aisles? He had no answer.

I now wonder how other handicap individuals are treated in other Safeway stores? I would hate to see anyone as ashamed and embarrassed as my grandmother was today.

Nadia of Quesnel Canada (04/03/07)
I had a school report for my Human Resource class to do and I choose Safeway because I enjoy shopping there and their fresh produce. I call and made an appointment to meet with someone for some info on there hiring process. The manager was on vacation so they said I would have to meet with the assistant Manager Jamie. He told me to come in Saterday morning to meet with him.

I came around 8:30 and he told me he didn't have time because he had a confernce call and to come back around 2,that was fine with me because he was doing me a favor. When I returned at 2, I was told that he just left for lunch.

I felt pretty used by then and sort of wanted to cry. I didn't want to go back home since I had taken the bus all the way there. So I just hung around for 45 minutes. When Jamie returned he never said sorry about being late,and he acted like nothing had happened at all. I then just went and talked to him about his recruiting processes.

I think that this experince resulted in me not ever wanting to shop at safeway again. If that is how they treat me, how do they really treat their employees.

Carol of The Dalles OR (12/01/06)
I get my prescriptions through safeway pharmacy through teamsters union.We were informed that as of jan 1 07 we will have to pay for our prescriptions out of pocket because they do not want to do the needed paperwork.Another member had called and had a rude response we can't seem to get an answer out of them, alot of people cannot afford the out of pocket...I would like an explanation please

our company is currently involved in contract negotiations we have been with safeway for many years and all of a sudden they make this decision... employees will be hurting in the pocketbook

John of San Rafael CA (10/16/06)
Have missed groceries after getting home from the Corte Madera store (now I check every bag, every time), have tolerated rude checkers (B Street store),and today asked the produce guy to help me pick ripe melons. He said all the melons are ripe, and cut me a slice from a cantaloupe. It was ripe! He then suggested I buy the cut melon along with a ripe Honeydew. Again, my ignorance dissapointed guests with a honeydew as chewey as an apple! That I'm ignorant about some fruit is not the issue. Thank God there is a Molly Stones in the neighborhood!! Good-by Safeway!

Just griping about diminishing service.

Mrs. T. Harrington of Seattle, WA (09/09/06)
Your advertisements that come out weekly are very discusting. ie 10 for $1. or buy one and get one free. I mean you are not giving the price on the get one free, you are saying 10 for $10. What is the deal? Why not say $1.00 each??? I am tired of this as well as many friends. All the stores are jumping on the bandwagon and the wagon is not for conusmer benefit. QFC used to be above such tactics and now they are doing it as well as Albertsons. We are going to Costco or stores that do not do this. It is a hastle for the cunsumer. Why??? Why????

Marsha of Silver Spring MD (08/02/06)
I purchased two glass patio tables w/4 chairs each and a patio umbrella for both tables. I purchased these two years ago. Last night one of the tables just shattered on its own and now I have all of this glass all over my patio. I am worried that my dog will find her way over there even though I walk her because she loves being in the backyard. It was around 2 A.M. when I heard a loud sound and went outside to see an unbelievable sight. There wasn't any stress or abuse of the table. Nothing was on it at the time. I am puzzled but also out of alot of money because I don't trust the safety of the other one now.

Jim of Lakewood CO (07/28/06)
I've been shopping at this particular Safeway since 1990, and I live in this area, and work across the street from this particular Safeway. I have discussed this with my wife and others that I work with here in my building and they feel the same way as I do. Here is my complaint:

I went to Safeway yesterday and got hit by people at both doors trying to sell their products, and then when we walked inside we got hit up by another seller. We are absolutely tired of this, it happens ALL the time. Please leave us alone, it's tiring. We are threatening, amongst our coworkers, to start shopping at King Soopers right down the road if this continues. Please pass these concerns to Safeway. We need to be left alone, especially after a hard day's work.

Gayle of San Francisco CA (06/04/06)
I attempted to redeem the recent promotional 3 day special coupons. I was able to find 1# bacon but no sausages (Brats) were available and it was just the beginning of the 3rd day. No raincheck so I was out of luck. Then, since I was walking, I asked for a paper bag (better insulator for the ice cream I bought). We don't have any paper bags in the store I gave her my card and the bacon coupon. Checking the receipt when I got home, I noticed that the card had not been validated and therefore,

I was overcharged. That meant another trip to the store (gas prices to be considered) where I presented the receipt snd the card again. The overcharge was taken care of at that time. After these frustrateding experieces with this Safeway, (not my first big problems with them), I am asking if you can reasonably expect repeat business at Safeway from me or my family?

Lauren of Geyserville CA (04/15/06)
I have noticed how loose the rolls of toilet paper are. I found a package from last year. So, now I know why. Previous Safeway Select Tissue, double roll has 340 sheets. Current package has 200 sheets. It is labeled clearly and correctly. However, the package size is the same. It looks the same.

Gee, you used to get 340 sheets on a roll. Now, you are only able to get 200 sheets. So, when one buys 12 rolls, it looks like one is getting 12 rolls, same as always. BUT in actuality one is getting 41% less sheets and paying $1.00 more. So, that is a HUGE change in price. Since Safeway is packaging it the same, I bet most people dont know that they are paying about twice as much as they did a year ago.

So, is this how I am getting fooled on other items?

Susan of San Francisco CA (03/20/06)
I have a complaint regarding a credit due from a home shopping delivery.

On Friday, March 17 my scheduled delivery was made to my home. There were four (4) items that I did not want, and the driver noted the return merchandise on my invoice. The driver informed me that a credit would be processed to my credit card within the next 3 days. She instructed me that I could confirm the return merchanse with the Home Shopping Manager at her home base store location (16th & Potrero Street) the next day (Saturday) after 10:00am. I called the store and was informed that the manager did not work on weekends.

I then forwarded an email (Saturday morning) to the Safeway HomeShopping website. No response was made to the email as of this filing, Monday evening.

Monday, March 20 at 6:00pm I contacted Safeway HomeShopping via telephone. After holding for 35 minutes, a customer service represenative answered my call. I informed the CS rep who noted his name as DEVEN that I wanted to confirm that the merchandise was returned to the store and a credit would be processed. I also noted that I had not received a response from my Saturday email. I was told CS was behind in email responses, no credit or return merchandise was noted as returned with my order and that the 16th Street location manager was not available this late in the evening. Deven noted he would send an email asking the manager to call me but the response would take a few days. Devin also noted that a refund for merchandise not accepted would take up to 7 business days (but again could not confirm that the merchandise was returned).

I then noted to Deven that I was extremely unsatisfied with the response by Safeway and wanted to speak to a supervisor. Repeatedly I asked to speak to the supervisor or have the supervisor call me regarding this matter. Deven refused to give the respond to my questions, telling me that there was no response that could be given other than what he already had given me. I asked for the mailing address of the HomeShopping service to file a complaint. When I again asked to speak to a supervisor, Deven disconnected my call.

Here is a perfect example how one small customer service issue magnified itself into a problem. I cannot stop payment on my credit card, I have no one in authority I can speak to and the information is not consistant regarding a credit to my credit card.

The credit for 4 returned items is a mere $15.00. The time spent on the telephone (45 minutes), the rude and unresponsive customer service is unacceptable.

Justin of Spokane WA (03/16/06)
Here is a letter I just wrote to the Safeway Corporation

I have been a customer at your 29th Avenue in Spokane location for 7 years now. I have always had a wonderful experience at this store. It was also nice to see the transformation in the recent remodel of this store. I have never had a bad thing to say about your company until now.

I went in to the 29th avenue location on March the 15, 2006. I gathered up a few things in the late afternoon for dinner that evening. I also picked up a six pack of beer. I proceeded to a checkout line at this store. I put my things on the conveyer belt and had my beer the first to be scanned. I also had my Washington issued State Drivers License ready to hand to the clerk.

When it was my turn, I handed the clerk named CINDY my ID and she proceeded to look it over, after about 30 seconds she asked me to take off my baseball cap, and I did so. I waited for another 20 seconds and then finally asked, What seems to be the problem? She said I don't know but, I hope this is right. I then told her If you have a problem, get a manager to look at my Drivers license

She then called over the intercom for a manager and a lady with short blonde hair and glasses came over. Cindy showed this lady my license and pointed at my picture. The manager said yeah so and I began to ask again What is the problem? I was very embarrassed at this point because everyone in the checkout lanes was looking at me. It is very apparent that the picture in the license is me because, I have a birth defect which left me with only one ear...And it shows up in my picture. I mentioned this to Cindy and she had a slight chuckle at my expense.

I was mortified and upset. Then Cindy said she didn't feel like she wanted to check my items out. So the manager took my items to the customer service booth and I purchased my items there, with no problem at all. I began to ask this lady what the problem was with my License and she said nothing. At the same time another employee was standing in the booth saying WE DONT GET PAID ENOUGH FOR THIS JOB and yes, that is a direct quote. I then took my things and left the 29th avenue location.

When I made it home, I called the 800 number on the receipt. I told the lady on the phone this whole story while in tears. She expressed her concern and said she would contact the store and talk to a manager. She called back and said the managers would be in meetings until Friday and that she would call me back then.

Bekky Rogers of San Rafael CA (01/31/06)
The store is always dirty, never has stocked shelves. The staff is always under staffed and sometimes rude. The store needs to be remodeled very very badly.

Shirley of Redwood City CA (10/28/05)
I have been ordering and consuming pizzas prepared at the store (Milenas the Works) for quite some time. Today's pizza was the pits. Not only did it stick to the baking sheet and have to be pried off, but there is a definite off flavor. It is predomitately carroway seed flavor and just terrible. Please be assured this is the last time I will obtain a pizza at Safeway.

Quality control is missing. We did eat about 3/8ths of the pizza and will throw the balance away

Brian of Anchorage AK (3/8/04):
I was entering the store when the automatic egress door swung open (no one was coming out either) and hit me in the left eyebrow with a severe blow. I bled profusely and had to receive medical attention to the tune of $3444.30 as a result. The entry was under repair and the window was out, no barriers were present to direct traffic flow and to indicate which side to enter and which side to exit.

An accident report was filed at the time of the injury with the store manageress who was on duty at the time. I have records of all medical and legal expenses as documentation. I have a picture of the entryway as it was on the day of the incident also. I have sent all my documentation to the parent company SAFEWAY Inc. PO Box 85001, Bellevue, WA 98015-8015 last week by registered return receipt. Ihave received no reply to date. The statue of limitations expires on April 13th of this year, I believe.

The physical damages were a cut to the eyebrow, physical therapy, medication, medical attention for some time, X rays etc over a year long period of time, and continued distress/pain from the neck and upper sholder blades (back) that persist to this day. As I am retired from full-time work, I am able to arrange my work schedule to accommodate my medical needs or take time off when needed. I am not claiming lost wages in this case, but just ask that the company (Safeway/Carr's) reimburse me for medical and legal expenses to date of $3444.30

Brian is wasting valuable time. He needs to hire an aggressive personal injury lawyer quickly. Safeway will not respond to his personal entreaties; only the threat of imminent legal action will get their attention.

Lucina of Hanover Park IL (11/7/02):
I am disappointed in the corporate attitude of Safeway, Inc. in regards to the pending strike at Dominicks here in Chicagoland. The reason I spend MY MONEY at Dominicks is because of the atmosphere of the store which is created BY THE WORKERS, not the corporate executives. The store is always clean and the products are easily accessible for shopping. Produce is fresh and appealing. The check-out is always prompt and courteous. They even offer assistance to the car with the groceries which is so helpful for the elderly, the handicapped and mothers with young children.

The Bakery, Deli, and Salad Bar is so fresh and convenient. Around my office, Dominicks is a popular lunchtime choice because of the Food Service and the delicious food selection. I am so disappointed that the people who earned and deserve the money and the benefits are being threathened by a $2.2 million executive who wants to close the stores is there is a strike. It sounds like the Corporate Executives want to TAKE THE MONEY AND RUN. Because of them people LIVE IN TERROR of losing their jobs.

Cassandra of District Heights MD (5/23/00):
On May 22, I went to Safeway and purchased 3 Lunchables for my kids. (2 Pizza and one Nacho) A little while after coming home one of my kids was eating and I ask her what was she eating because it didn't look familiar. She told me it was a lunchable that I had just bought. I looked at it and asked what was on top of it. She told me cheese and pepperoni. The cheese and the pepperoni was the same color. To me they both looked like onions. I immediately took it away from her and looked at the expiration date which was dated JANUARY 19th.

I called Safeway and talked to the Manager - Tony. He explained how Lunchables sell really fast and it was hard to believe that there was one on the shelf dated January 19th. I told him if you think I'm lying I will bring it right up there. In the meantime my daughter was complaining about her stomach bothering her. I took her to Kaiser Permanente to get checked out. I do plan on going back to Safeway today to give them back their merchandise, get my money back and get paid for the copayment of $5 for the doctor's visit.

My daughter could have gotten really sick. I don't want this to happen to someone else's child. They need to check these expiration dates more thoroughly.

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