Safeway Deals & Delivery 4+

Nicest people; unacceptable customer service. No bandwidth to deliver services it charges for.

Order placed for a friend while she’s COVID+, quarantining, unable to leave home.
Safeway sent messages that Ordered was received, assembled, ready for delivery, then *on the way*. Then simply received a new message that order would not be delivered. I called, they had no explanation, order was rescheduled for next day.
The next day there is no mention of the order. It simply does not get delivered. Again.
I again call and after holding for 45 minutes, customer service recommends I either cancel the order or pick it up myself.
If a store does not have the bandwidth or services to deliver orders then it should not offer that service. It is unacceptable that a customer, quarantining & sick from COVID, has not received food for two days in a row because Safeway promised something they could not deliver. Twice. And their resolution is that I pick up the order myself. Unacceptable and extremely disappointing, especially from a store that I love.

Developer Response ,

Hello! We are extremely disappointed to learn of your home shopping experience. Our apologies, we are terribly sorry you experienced this, and would like to look into this for you. Please feel free to chat with us on the mobile app by visiting Help/FAQ under Settings or visiting the website using your mobile browser and clicking the question bubble in the lower right corner so we can further assist you. Thank you.

Really gone downhill.

Used to be great and functional, now it’s full of bugs, extremely laggy and very difficult to use because it’s CONSTANTLY “loading”. Often will display or input wrong number of items, sometimes deletes your entire cart. No longer allows you to include specific notes per item. Replacements cannot be listed as multiple, for example if you want one big item and two of the same thing in the small package would be equal you can ONLY select a direct replacement like “instead of one large you get one small” where it should be “instead of one large you get two small” but there’s no way to specify that. Buy some get some free is almost NEVER applied or picked up, if a melon is buy one get one free, you order one you will NOT get the free one and there’s no way to leave a note as a reminder for your shopper you get a free item, if you order two you will get two pay for both and not get two free. Unfortunately I’m stuck using this app as it gets worse and worse, hopefully they figure it out and get it back to how it was before. Also now they subsidize their driver with a tip, I already pay a fee for this service so between the fee and the new drivers tip you rarely save money, any money you do save is usually less than the tip they want you to give your driver, Safeway should pay their drivers fairly and stop asking customers to do it for them, when they already pay an additional fee for the service.

Great but could be better

I love a lot about this app and it’s so helpful and I’m so grateful they’ve made this. I use apps for other grocery stores too. So with that in mind, there are a few features I’d love to add to truly make this app a 5 star app. First off I think I should be able to look up items in the store easily using a search function in the app. I do like like how the app seems to change function a bit when I enter a Safeway or Vons store. Also when you scan a product there should be similar product recommendations that pop up as well, even companion products. Buying hot dogs? Suggest to me that I might need mustard and buns and what aisle in my store I can find those in. That’s extremely helpful. Also include the ability to add to my shopping list from the suggested items. Also club cards are connected to phone numbers. Usually a cell. Ask me permission to send text messages and offer me a dollar off coupon for signing up for texts. When I’m in the app creating my list send me a text message asking if I’d like to have those items delivered for free. That would be amazing. These are functions that would be helpful and also beneficial to both the customer and the store because it will retain better that customers business. Why go somewhere else when I have all my needs met in one place? It would be brilliant.