Safeway in the postitive!

I didn’t post about our last Safeway deal because Safeway made a boo boo.
They didn’t give us our $20 Catalina after our last purchase on Monday night.

Ryan called me from the store and told me that he had purchased the stuff on my list and he only got a $10 Catalina back. He went to the front desk and spoke to one of the gals there and she looked at his receipt and said that two of the things he bought weren’t on the rally deal (they were priced really high as well). Ryan explained to the lady that he just grabbed 8 boxes from the same row (they boxes are identical except for 3 words) and he didn’t want to lose $10 because somebody stocked them wrong. He just wanted to exchange them for the correct boxes and fix the problem.
The lady told him there was nothing she could do and sent him on his way. Ryan was kinda angry about it all but he was nice to the lady – he is always nice.

I told Ryan not to worry about, that I would take care of all of it when he got home with the receipt. Upon looking over the receipt I found that the Gushers were not the only mistake. Ryan purchased 8 boxes of Cheerios because they were on sale 2 for $5 and I had some good coupons. 4 of the boxes rang up as almost $4 a piece!
Since we live a good 20 minutes away from Safeway I wasn’t about to go back there that night. I called them, and talked with a nice girl who explained to me that some products just get pushed over into the wrong slot and we should be more careful to read the little tags and that the Cheerios must have been the wrong size (he got 8 boxes of the same size so that doesn’t jive). She also told me just to bring my receipt and offending products back as soon as I could and customer service would fix the problem. I explained that my husband tried that before he ever left the store and so-and-so told him there was nothing they could do. She said “I don’t know why she would tell you that but she is my boss so I can’t do anything for you, either. I am really sorry”.
I said thank you and hung up the phone. But I wasn’t done yet. I don’t get taken that easily.

Reminding myself to stay nice and calm I made the call to Safeway’s corporate office.
The number is on their receipts. I talked to a helpful gal and told her what happened and that I understood that my husband probably should have been more careful with the Gushers labels but they were stocked wrong – I also explained about the Cheerios. she was appalled! She said “I cannot believe a Safeway employee would actually talk to you that way!” She assured me that she would send an email and then give the store manager a call the next day and I should here from him soon.

Yesterday I waited for a call and I resisted the urge to call them. I honestly wasn’t angry, I just wanted the issue resolved one way or the other – either we were going to loose $16.87 (the total of the Catalina we didn’t get and the over priced groceries) or Safeway would make up for part or all of it.

Finally, last night we did get a call from our local Safeway’s general manager. He was super nice and overly apologetic and said he was going to send us a $20 gift card to cover everything AND our trouble! He said he was sorry that it didn’t dawn on the employee how to handle the problem right there in the store – that she could have easily dealt with it on her own.

We still have the $10 Catalina AND we are getting a $20 gift card. I am more than pleased with them for correcting the situation. I didn’t have to get angry or rude. I never showed an ounce of frustration and everything still worked out in our favor.

No person or company can ever get along without making mistakes. It is their manner of responding to them, however, that really says so much about them. Safeway is a great company. I am extremely pleased with them!

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