Safeway Stores - Eastern Region

Review: I went into the Safeway store at 4:22 to get a few items. This is my neighborhood store and I frequently shop here without any issues. I got in checkout register #3 and cashier by the name of Keiviet began ringing up my items. At the end of checkout I slid my credit card at which time cashier was engaged in other conversations with other employees and not paying attention. On the screen it said waiting on cashier then a Not Authorized sign shows up on the screen. That was strange to me because I just used the [redacted] card in another nearby store. I pulled out my debit card and slid it and the system asked me to sign, keep in mind I never had to sign for debit I would always enter my PIN number. When I brought the issue to her attention she took it to an assistant store manager by the name of Austin or Aldom he wasn't legible in giving his name. She brought the receipt back to me and told me he said only the debit card was changed and she said I could speak to him directly. Before approaching his office I got my bank on the phone and it was clear that the credit card and debit card BOTH were charged for the same transaction. I asked him if he could help his exact words to me the customer were I'm not in charge of the cashier system. I asked him if he could listen to the bank and look at the receipt he said NO while he was on [redacted]. I told him that was unfair and I wasn't pleased with the service I was getting and he slammed the door in my face. I returned the groceries and got one of the transaction fees back but not the other. I will not shop this Safeway again.Desired Settlement: I need an apology on the behalf of the incompetent cashier and the rude assistant store manager also I want my card charged back the $52.17. Also I think this cashier Keiviet and assistant store manager fired or at least reprimanded.

Business

Response:

October 8, 2014Dear [redacted]:We have received your statement registered with the Revdex.com regarding the charge for your purchase on 8/30/14. I’m sorry to hear of this unfortunate incident. Please accept my sincere apology for any frustration and inconvenience you have experienced.Our goal, always, is to exceed the expectations of our customers, and when that level of excellence is compromised, even with one customer, we take it seriously. We have investigated this matter and determined that Safeway was funded once for your purchase which was refunded to you when you returned the groceries. Your comments regarding the level of customer service have been forwarded to the appropriate individuals for follow-up.As a gesture of goodwill, please accept the enclosed $20 gift card with the hope that we will have another opportunity to serve you better in the future. Thank you for your feedback. We really appreciate your continued business.Sincerely,Craig MPublic Affairs Manager

Review: I recently paced an order for delivery on 04/29 which was delivered today, 05/01. I noticed the following price discrepancies due to coupons I had loaded on my Safeway card which were not honored:

(1) I had a coupon for $2.50 per bag of [redacted]'s potato chips but was charged $2.99 per bag for two bags, totaling $5.98.

(2) I had a coupon for $1 off a potato chip purchase of $5 or more, which was not applied to my order.

(3) I had a coupon for $1.99 per jar of [redacted] but was charged $2.49 per jar for three jars, totaling $7.47.

(4) I had a coupon for $0.94 per box of [redacted] pasta but was charged $1 per box of pasta, totaling $3.

(5) I had a coupon for $2.39 per roll of cookie dough but was charged $3 per roll, totaling $6.

(6) I had a coupon for $1.29 per bag of Safeway Frozen Vegetables but was charged $1.70 per bag, totaling $3.40.

(7) I had a coupon for $1.79 for Safeway garlic break but was charged $3.59 per box, totaling $7.40.

(8) I had a coupon for $2.99 per box of Drumsticks but was charged $3.99 for my box.

(9) I had a coupon for $1.89 for sponges but was charged $5.09.

(10) I had a coupon for $2.49 for strawberries but was charged $3.29.

By my calculations, I was overcharged $14.30. I contacted Safeway about this on 05/01 and received the following response on the same day:

"Our records indicate all of the offers you asked us to research expired on 04/29/14 and you did not receive your delivery until 05/01/14. Please know that the offers have to be valid the day of delivery, (when you're charged) not the day you are placing your order. We apologize for any inconvenience this may have caused you."

I responded on 05/01 with the following:

"I appreciate the response and clarification for the future. However, given that I looked while checking out on online delivery and did not find this notice anywhere, I do think an exception should be made in this case and that the website should be updated. Otherwise, the policy seems arbitrary."

On 05/04, I received the following response:

"When you are in the process of checking out the information appears after you select a delivery date and time window and will appear as a warning as follows:

Special Offer End Dates. Some of the items in your cart are currently on special offer. We thought you'd like to know that the offers listed below will have ended when we deliver your shopping."

I recently responded with the following:

"As I always reserve a delivery time before I take the time to fill my cart with items, I have never been presented with this screen. Perhaps the screen should be moved to a more universal part of the checkout process."

I have not seen this screen before, and I think Safeway should honor my coupons in light of their own oversight.Desired Settlement: I want the $14.30 in coupons refunded to my credit card.

Business

Response:

June 13, 2014Dear [redacted]:We have received your statement registered with the Revdex.com regarding price discrepancies with your Safeway.com deliveries and coupon redemption. I'm sorry to hear of these unfortunate incidents. Please accept my sincere apology for any frustration and inconvenience you have experienced.Our goal, always, is to exceed the expectations of our customers, and when that level of excellence is compromised, even with one customer, we take it seriously. Your comments have been forwarded to the appropriate individuals for follow-up.As a gesture of goodwill, please accept the enclosed 20 gift card with the hope that we will have another opportunity to serve you better in the future. Thank you for your feedback. We really appreciate your continued business.Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate your time and consideration and look forward to continuing to be a loyal customer.

Regards,

Review: I visited this particular Safeway store at approximately 7 pm on May 21. Among other things, I purchased a 6-pack of [redacted], Live Well sugar-free chocolate pudding. After returning home from the store, I ate one of the puddings and noticed it tasted funny with liquid at the bottom of the cup. When I looked at the side of the package, I noticed that the expiry date on the product was May 8, 2014, so the pudding I just ate was nearly two weeks out of date.Because I am pregnant and in my first trimester, I became immediately panicked that I may contract food poisoning, potentially harming my baby. I called Safeways corporate office to file a complaint, but they seemed nonplussed about the situation and simply suggested I call the store manager and file an incident report. Im not trying to be alarmist, but this really could have had more serious consequences and I find it hard to believe that stores are allowed to sell dairy products so out of date. Of course I will be asking for a refund, but feel this is important enough to warrant a Revdex.com complaint.Desired Settlement: I would like Safeway to put stricter controls in place to ensure that out-of-date meat and dairy are not sold to customers (some of whom may have health vulnerabilities).

Business

Response:

July 30, 2014Dear [redacted]:We have received your statement registered with the Revdex.com regarding your purchase of [redacted] pudding and the expiration dale. Fm sorry to hear of this unfortunate incident. Please accept my sincere apology for any distress or inconvenience you have experienced.Our goal, always, is to exceed the expectations of our customers, and when that level of excellence is compromised, even with one customer, we take it seriously. The incident that you describe is unacceptable according to Safe way's standards. It is our policy to only sell products within the sell-by date. Rest assured that your comments have been forwarded to the appropriate individuals for follow-up.As a gesture of goodwill, please accept the enclosed $10 gift card with the hope that we will have another opportunity to serve you better in the future. Thank you for your feedback. We really appreciate your continued business.Sincerely,

I am very disappointed with my neighborhood Safeway Store located on Old Keen Mill rd in Burke, VA. They have a lot of products on the shelves that are past the expiration dates and it is not limited to one type of products. I have come across dried fruit (prunes), turkey bacon, organic cheddar cheese and even baby food (fruit sauce) that were way past their expiration dates, some by more than a year.

Review: I discovered a fraudulent charge on my [redacted]. It listed a $ 366.54 amount charged on Nov 9th at 1:42pm at the Safeway. Someone got access to my card details and fraudulently used it. I have not visited that store at that location. Safeway refused to act given the details above. They wanted an aisle/registry number, which I could not provide since I had not been to the store! I told them the information I had was given me by [redacted]. The card said it would take 45-90 days to get some resolution. I cannot wait 90 days to be told there was no resolution. The money stolen from my card is needed to pay bills.Desired Settlement: Since my card has been blocked, I would like the refund on my new [redacted]-which will be sent in about a week-or at least have the refund mailed to my address provided.