- Report: #642691
Complaint Review: Safeway Grocery Store - Herndon Virginia
Reported By:
TBHART -
Reston, Virginia, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Safeway Grocery Store
413 Elden Street Herndon, 20170 Virginia, United States of America
Phone:
1-877-505-4040
Web:
www.safeway.com
Categories:
Business Rating:
(0)
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Safeway Grocery Store Did not deliver grocery items and not is refunding credit card Herndon, Virginia
I ordered groceries for delivery from Safeway on 8/15/2010 scheduled for delivery the following day. When my driver arrived, he brought the groceries into my home and handed me a list of "out-of-stock" items. I was a bit skeptical as these items were very common and I believed that they were unnecessarily neglected, but I reasoned that at least I hadn't been charged for them and I'd pick them up when I was out the next day.
My driver was in quite a rush. He pointed to the papers he handed to me and in broken English stated, "You have problem, you contact." I saw that there was customer service contact information on the sheet.
As I began to scrutinize my order, I noticed that several other items (which were not included on the "out-of-stock" list) were also missing; to the tune of roughly $45. I had been charged for these items. I also found completely crushed cereal boxes, severely dented canned items and noticed I had been charged for a large bottle of "Ragu" sauce, but had been sent a small bottle.
Within hours, I contacted the customer service department via E-mail. Two days later, I received a reply indicating that within 5-7 business days, I'd receive a refund as well as a letter in the mail detailing the credited items. After 13 business days (17 total days), I had not received either one of these, so I contacted customer service again. This time, I indicated that if Safeway did not provide me with a solution within 10 days, I'd be taking further action, including filing a police report as I believe I have been stolen from.
10 days passed, and so did an additional 7 days. I still have heard nothing. Safeway has been in possession of $45+ (not including tax) of mine for 1 month and 5 days. My husband and I are on a limited budget and (as I explained to Safeway) have been having to "go without" these grocery items because we are still waiting for Safeway to release our money. They had no problem withdrawing the funds immediately, yet they seem to have no interest in returning money that is not rightfully theirs. In my mind, this is no different from me walking in their store and stealing items from their shelves. If I were to do such a thing, I'd be apprehended by law enforcement and I believe that Safeway needs to be held just as accountable as its patrons.
At this point, I have filed reports with the Better Business Bureau as well as the local police department. My next plan of attack is to file a dispute with my credit card. I hope to find restitution shortly. If not, I will be suing. I know it sounds petty, but like I said, you can bet that Safeway wouldn't let a customer leave their store with ANY amount of unpaid merchandise without prosecution. Why should I let them leave my bank account with any money that is not rightfully theirs?
My driver was in quite a rush. He pointed to the papers he handed to me and in broken English stated, "You have problem, you contact." I saw that there was customer service contact information on the sheet.
As I began to scrutinize my order, I noticed that several other items (which were not included on the "out-of-stock" list) were also missing; to the tune of roughly $45. I had been charged for these items. I also found completely crushed cereal boxes, severely dented canned items and noticed I had been charged for a large bottle of "Ragu" sauce, but had been sent a small bottle.
Within hours, I contacted the customer service department via E-mail. Two days later, I received a reply indicating that within 5-7 business days, I'd receive a refund as well as a letter in the mail detailing the credited items. After 13 business days (17 total days), I had not received either one of these, so I contacted customer service again. This time, I indicated that if Safeway did not provide me with a solution within 10 days, I'd be taking further action, including filing a police report as I believe I have been stolen from.
10 days passed, and so did an additional 7 days. I still have heard nothing. Safeway has been in possession of $45+ (not including tax) of mine for 1 month and 5 days. My husband and I are on a limited budget and (as I explained to Safeway) have been having to "go without" these grocery items because we are still waiting for Safeway to release our money. They had no problem withdrawing the funds immediately, yet they seem to have no interest in returning money that is not rightfully theirs. In my mind, this is no different from me walking in their store and stealing items from their shelves. If I were to do such a thing, I'd be apprehended by law enforcement and I believe that Safeway needs to be held just as accountable as its patrons.
At this point, I have filed reports with the Better Business Bureau as well as the local police department. My next plan of attack is to file a dispute with my credit card. I hope to find restitution shortly. If not, I will be suing. I know it sounds petty, but like I said, you can bet that Safeway wouldn't let a customer leave their store with ANY amount of unpaid merchandise without prosecution. Why should I let them leave my bank account with any money that is not rightfully theirs?
1 Updates & Rebuttals
TBHART
Reston,Virginia,
United States of America
Update
#2Author of original report
Tue, September 21, 2010
Ironically, I received a reply from the Better Business Bureau today after they investigated my complaint. Safeway has agreed to refund my money, and give me a $10 gift card. I am glad to know that this has allegedly been resolved (we'll know for sure if/when my card is refunded), however, I was a bit irritated with the wording of the "apology."
Safeway's letter stated that as a gesture of "goodwill," they were refunding my money. I have a problem with this. Taking something from someone that doesn't belong to you, refusing to return it when they ask for it back (twice), and only complying once a higher power gets involved does not make you the corporate version of Mother Theresa.
Anyway, at least this is hopefully over and I recommend to EVERYONE to carefully scrutinize all orders and apparently receipts after shopping at Safeway. I have read that Safeway oftentimes will not process discounts, and I'm sure they make a great business of "accidentally" neglecting to send several grocery items when large delivery requests are made. I just happen to be one of the few with the time to examine my order carefully.
