My complaint:
Hello,
I have been a loyal Safeway customer for over 5 years. During which time I have spent well over $60,000 as I routinely spend $1200-$1500 per month shopping with Safeway. This can be easily verified using my account information as I am signed up for their rewards program.
Recently, I was unable to sign in to my account and upon calling customer services was advised to open a new account. I did that and upon placing a pick up order, the order was cancelled per my request, though I did not cancel it. When I again called customer service to find out what was going on, I was eventually transferred to a representative who informed me that I was blacklisted from the system because I had over $2000 in refunds. He said they believed some of those refund requests were not valid and I would not be able to place any pickup or delivery orders.
I was taken aback and asked the representative why no one reached out to me before making this decision. He had no answer. He also refused to provide his name or a supervisor I could speak with. He claimed he had no supervisor and that there was no one else I could speak with on this matter and the decision was final.
I asked if they were aware of the fact that although I may have had several refund requests over the course of 5 years, I also spent a lot of money. In addition to the valid refund requests I have made due to mostly forgotten or damaged items (eggs have been cracked countless times, they have forgotten the salmon I ordered at least a dozen times), many issues with my order were never reported. Had I called up every time I got smashed avocados, or wilted salad greens, or improperly substituted items, the refund total would likely be over $3000! It is also worth mentioning that several of my online refund requests were outright denied for no given reason, so I was forced to call up and usually those requests were honored. Prior to my account being terminated I noticed that those requests would not be processed after calling up. In other words I would get an email saying I would get a refund, however the refunds were not processed. So Safeway essentially stole hundreds of dollars worth or missing, damaged or spoiled items over the last several months of 2023. Great customer service, as one ever called me to clarify or explain what was happening. Everything was automated and left me to wonder if anyone was actually reviewing my refund requests, or do they deny everyone who tries to report a problem with their order online?
This is an extremely inconsiderate and fraudulent way to deal with the fact that Safeway pick up and go and delivery service has severe issues with forgetting items and charging the customer for them. Also damaged items are pretty much guaranteed with every order. I have had glass bottles placed on top of eggs, or bread numerous times. I have had bottles of wine arrive smashed with wine over everything else in the bag multiple times!
Every refund I request was valid and without any proof or so much as a phone call or email explaining what was going on I get black listed from their system! The representative who refused to give his name. claiming I do not need to know his name and who refused to transfer me to a manager is the one committing fraud here.
I have spent 10’s of thousands of dollars and this is how I am treated? I have never been so humiliated and feel that this is a potential lawsuit. I would like Safeway to provide proof of their investigation, if there was one, claiming my refund requests were unwarranted. Why was I not contacted prior to a nameless representative making an arbitrary decision on my ability to order food?
I feel this is discrimination and fraud on behalf of Safeway and the Albertsons corporation because they will not honor their refund policy when an error is made on their part. Shameful!
I will be seeking legal consultation as well as filing with the BBB. Thanks a lot Safeway. Take my money, charge me for missing and damaged items and then ban me. Well done. What a scam!
With disgust.
Suggested solution:
Allow me to order and un-blacklist my account
