Extremely rude cashier clerk 1 at the self-serve. It wasn't as if I didn't know what I was doing. The sale required his id to be scanned to get the discount. Also I asked who can help in customer service, he pointed me back to customer service where when I looked nobody was there otherwise why would I ask for help.. dah! The other clerk just closed and she told curtly that customer service was closed read more

If I could put zero start, I would. But this particular Safeway is HORRIBLE!! They have only 1 regular checkstand open on a 5 dollar Friday. And no Express lane open only the self check out. How is a big store and regular checkstands open at noon ar that on a busy day. Please DO NOT GO HERE! On top of that, most of the people who work upfront are very rude. No customer service what so ever. read more

As a resident of Hercules I am very disappointed with Safeway-Hercules. I have experienced long wait times for Deli service and my recent ultimate issue is this...on last Thursday I went to order pinwheel sandwiches and a fruit tray that is on their catering on line menu. The lady at the deli counter said "I'm sorry we don't have anyone to make this for you". "I want to pick it up on Sunday morning" was my response. "Okay but we won't be able to make that for you". I didn't understand what she meant. No deli person at all and it's Thursday and don't need this until Sunday. "Okay, I need to talk with a manager". I went to the customer service desk and I asked a female employee to call for a manager. The assistant manager walk over, can I help you? I told him my request for pick up on Sunday. "I'm sorry ma'am but we don't have the staff to make this order for you". I said "let me understand, you can't fill this order by Sunday? His reply..."I can't even get anyone to fill the Boar's Head deli case". I was stunned at his reply and unnecessary comment about the obvious lack of performance of his staff, to me as a customer. Very unprofessional and no effort to have a satisfied customer, make sales (approx $139) and no positive energy. Very, very disappointed as I left the store and was baffled by this person who is "managing" a major chain supermarket. Went to Tara Hills Safeway and was greeted by the Deli counter worker. "Yes, we can and here is your catering book and order form." and was given suggestions and made a few changes. Order placed. Picked up Sunday morning! Safeway execs and area managers, if you really care about satisfied customers, and I'm sure you care about making "sales" in all areas of the store including catering orders. Think outside the box and partner with Tara Hills for training and staffing and offer employee incentives to give the service that the community needs. My background is management customer service in restaurants and hotels. Let me know if you need more ideas. read more

This review is for the DriveUp & Go service. We love the convenience of ordering our groceries to save time in our busy schedules, but that's not often the case with this service. When checking in the app for grocery pickup, it says they'll be out in about 5 minutes, which rarely happens. My partner and I have done DriveUp & Go multiple times and at least half of the time we're waiting for half an hour or longer. What prompted me to write this review was not the consistently long wait times, but the most recent experience I've had with this service. After waiting for about 20 minutes, we called the store's customer service and someone answered. They answered with "okay, hold on" and then proceeded to put us on hold for 15 minutes until we got automatically transferred to another line, which rang for another 5 minutes until it hung up. We decided to go inside the store to check on the grocery pick up, and were told by the manager of the store that maybe next time consider not coming at busy times. WTF! The icing on the cake is that the manager didn't even know how to help with the DriveUp & Go and it took them consulting with 4 other employees to figure it out, 3 of which who didn't respond to their walkie. I can tolerate the ridiculous substitutions and the long wait times, but the customer service was horrendous. Hercules Safeway, GET IT TOGETHER! read more

This review is for the Pharmacy. I've only been here a few times, but Isaiah and the rest of the Pharmacy staff at this brand new Safeway store in Hercules, have always been super friendly and helpful. One of the Pharmacist even helped me save money on an expensive drug by recommending I use a Good Rx coupon. Saved a lot, I appreciate that. Thank you read more

The store is decent, never seem to get the customer service thing correct, but if you can shop without asking questions, this location will do you fine. I HATE they allow dogs, pets, in the store and don't seem to care if they act like "dogs" I'm not a big dog lover but it normally doesn't bother me. I just don't understand why I have to shop with multiple dogs in a place that sells food. Maybe it's time to move back to the Lucky store - I've never a dog there. But maybe once they have an all out dog fight in the store it'll change. But for now it is what it is, daily. read more

Customer Service here is so bad. What happened to just a simple Hello? When your job is to help people and you act like we are inconveniencing you. Nope problem I will go spend my money elsewhere. I have work in Customer Service for many many years I get it people have bad day. Still at least greet your customers. Safeway had gone down hill. I'm not one to leave a bad review this has happened to my family and I on several occasions. Happy Holidays to all. Stay Safe read more

I injured my leg last week so I couldn't go to the store, I decided to order some stuff online, after I waited almost 7 hours, some guy showed up with half the stuff missing , the meat seemed like it had been sitting around for a while, I called there customer service and them to refund my money and come pick the stuff up, she was in the Philippines and I can hardly hear her or understand her. She said it would be 5 to 7 days before I get a refund. I hung the phone up and called my bank and told them what happened and to not pay for that transaction. read more

No customer service at all, waited at customer service counter and I even asked an employee if anyone was working at the counter, employee said they should be there, heard him call it out on the intercom that a customer needs assistance at the counter, then I saw and heard another employee to tell him that the person doesn't start until 5 pm, it was 4:10 pm, employee told me to go over the gas station instead if I need assistance. Unacceptable read more

I need to say that I miss the Safeway in Rodeo. Many of my senior friends enjoyed the convienence of shopping there. Many of us could walk from our homes to this store. Walking to the new store in Hercules is out of the question. When I drive to the Hercules Safeway, parking is hard to find. It is also hard to access the gas station. The gas station staff says that you can only approach the pumps from 1 direction per Hercules City Ordinance. Really? I just don't need their services that badly. It is much easier to park at Lucky's. I had hopes that another grocer would move into the Safeway building in Rodeo. I'm told that Safeway is blocking the use of the building by another grocer. Obviously they do not care about the people who supported them in Rodeo. This is another reason that we should not shop at Safeway. read more

I actually have some advice for your employees working at your Deli Dept. The person behind the counter needs to listen carefully to what the customer wants. I've been going to this Safeway Location cuz it's new, clean, organize and well stocked. But on my recent visits including today was kind of frustrating. Let me tell you what happened on my previous visit to the Deli dept. I came in knowing what I wanted from the Deli. I told the person in the Deli that I wanted 2 meat & 2 cheese and the type of cut and portion of each. She then proceeded with slicing 1 item at a time and having me wait there standing in front. Instead of writing it down so that I can move on and get the rest of my groceries. I think you need to retrain some of your employees for this. So as patient as I was that day I waited. It took about 15mins just to get my Deli. Doesn't that sound frustrating? Today is a different kind of frustration. I went to the Deli and I knew what I wanted. I told the employee I wanted 2 meat & 2 cheese and the type of cut and potion. She also was just going to proceed to do 1 at a time leaving me to stand there the whole time. So I disrupted her to pls write it down this time cuz I waited 15mins last time. This is where I say again, some of your employees needs to be retrain. So I proceeded grabbing some of my groceries from your store and when I can back about 15-20 mins later. Guess what?? My order was not fulfilled. She had to ask when I got there for the 2nd cheese. She also got my portion wrong on the 2nd meat that I wanted. She sliced up 1/4 and I clearly said 3/4. Now I'm waiting another 5mins to get these done. Wouldn't this Frustrate you?? Next time this happens, I will get a Manager involved. It's understandable if it's really busy cuz I've worked retail and when it's busy you're bound to make a little mistake here and there. But not these 2 visits. Not busy at all. I would give service and attention to customers a -3 stars. read more

I am new to Pinole, so I have started shopping at the Hercules Safeway which is the closest one to my place. the store itself is rather nice and clean, but the experience as a customer leaves a lot to be desired. I made a trip to this store last night to get some groceries. When it came time for me to check-out I opted to go through the regular check stand versus the self-checkout. To my surprise, Dani, the cashier ringing me up seemed completely disengaged from my experience as a customer, as she carried on a conversation with the bagging clerk. The cashier was voicing internal complaints about what I presume were other Safeway employees and every other word was profane. I looked her in the eye hoping she would realize that I was offended by her behavior and negative attitude, but she never noticed my discomfort. Usually I would have engaged and asked her to stop using such language, but I was physically and mentally exhausted and did not have the energy to deal with that situation. I looked around to see if there was a supervisor nearby that I could speak to, to no avail. It was clear these workers were not being supervised. Secondly, I also noticed this store has stopped carrying paper bags, which I find unacceptable. Safeway should be doing better for the environment, even if customers have to buy the bags. I have called their corporate office and filed a complaint as well, hoping their manager calls me and addresses their employee's behavior, otherwise I will not be returning there ever again. read more

No checker lines open in the front. Only one line open in the alcohol area and was backed up 5 deep. Self check out open. Many shoppers at 930 am on a Friday. I shopped all the sakes and put many cold items am frozen items in my cart. Put 6 bottles of wine in my cart. when I was ready to checkout at 1010 is when I realized no checkers at the front. I waited patiently at the front hoping someone would open soon. shoppers keep going by and asking about checkers. The person at self checkout came out and said only alcohol line ot self checkout. many people complained. I asked a worker when the check out would open. Not until the next scheduled person comes in. He kindly checked for me when that would be. At 1100 one and at 1130 two. So those of us who don't want to do self checkout or can't because of too many groceries or alcohol went and stood in line that was already 5 deep. my cold items where out of the refrigerator for way over the time limit for it not to be safe. This is unacceptable staffing especially for a Friday I spent over 400 dollars and am a loyal customer. Mary Helm The employees that were there were doing a stand up job. Only thing is they acted as nothin was wrong with this picture. They we're doing the work of 3 people.. read more

I shop here frequently, and it's just fine. I always find a spot, they usually have what I hope they have, Safeway rewards are fine, everyone I've ever dealt with there has been nice and super helpful. Gas station is right there so you can use rewards easily. It's clean in there, too. I dunno, it is Safeway, does exactly what I would expect Safeway to do. read more

If I could give a 0 rating I would !!! The deli is the worst deli I seen filthy food case looks like my dog licked it !!! Dry food ! Rude manager employees had me waiting over 10 minutes while on there phone socializing walking the girl was walking to floral and Starbucks talking till she then decided to come over and help me make a sandwich and her mask was below her nose I'm terribly disappointed I will continue driving 20 mins out the way to another Safeway .... read more

I ordered a cake two days prior to a family dinner for the anniversary of my mothers passing. I went in to pick up the cake and no one was in the bakery dept. Ppl were waiting for service. I called the store from the actual dept to not lose my spot and they said "well they're closed" Anyway, someone came to help me with my pick up order. SURPRISE my order wasn't made. The night manager called the cake decorater and she said "yeah I didn't make it" he said he could really explain why she didn't just that she said she didn't make it. No phone to tell me the order wasn't made nothing. Needless to say it ruined that night read more

This place is a joke front manger don't even ask in what I need help with just said customer service is close until 5 mins you was there at 230 then I told him I just need a money order for 1200$ help me but his body language he really don't I could not see his name but sooooo rude then I go too Starbuck too ask for a drink and she has ear fone in don't speak ether Nods her head then said we're close really it's 230 ask for a cup of water she said I told you we're close (Kiki or Keisha )what ever her name is is the 4 th rude worker at the store I will never come back here I will keep shopping at lucky and Trader Joe's read more

Rude and unprofessional staff, dirty, overcrowded, food is never in stock. Called today asking them why food hasn't been in stock for a month and they told me "well you should just call the warehouse" Employees have no respect for customers especially low-income customers who can't afford cars read more

The new Safeway in Hercules is very pretty to look at, HOWEVER, I don't understand why they never have any stock on basic items. Very frustrating. read more

I feel sorry for the Deli workers here. In the middle of service, the deli manager decided it would be a great time to abruptly steal my server with tongs in her hand and explain to them the best way to stack boxes. read more

The reason why I'm giving this place a 3 star is because of their fried chicken and chicken tenders. I have bought them a few times and these pass couple of times it has a weird burnt taste to them. It is to the point where it is actually not edible. Also when some of the inventory is gone. It is gone for a long long time. I tried to get some hot cheetoes and they didn't have them for a good month or longer. Other than that the place is clean and great to shop. read more

We are in this area caring for an elderly relative. We started shopping at the old Safeway in this area, Rodeo, but it seems that they just keep hiring unbelievably rude checkers, so we started shopping elsewhere. We thought we would try the new Safeway, the staff in the other departments were very kind but the checker was unbelievably rude. He talked about what we were buying in a negative light to the bagger and was extremely rude and dismissive to us. There was no thank you coming from this guy as we took our receipt to leave, he talked to the bagger about our groceries and other things like we weren't even there. It is stressful enough shopping during covid but to keep encountering jaw-dropping rude staff at a place is unacceptable. We shop for us, our elderly relative, and his elderly friend we spend $250 to $300 each trip, because we have such a large grocery list we do our shopping before 8am to avoid the crowd. You have lost our business once again. Who in the hell hires these people? The checker and bagger at a grocery store should be the kindest people there, especially if you want repeat business. read more

2 lines open at noon...y'all gotta do better Safeway...and please get the poor lady in the deli (sandwich maker some help) you got 3 in the the sushi area, cross training maybe (unless that an outside company) on the bright side the checkers are a lot more friendly and talkative read more

This place is garbage. Absolute garbage. No one is ever at customer service and I have to make many trips back and forth just for a refund. Everyone is so rude and I do not recommend this place what so ever. Go to Pinole if you need groceries from Safeway . DO NOT COME HERE! read more

Bear in mind, these may be teething issues with a brand-new store. They spent a fortune getting it up and running and they may correct these problems before long. First the good: A very nice produce section. Vast selection (mostly of standard mediocre consumer grocery items. Lots of pumps at their gas station. Not so good: ~ The parking lot seems awfully small for a supermarket of this size. ~ Aside from the produce section the isles in the store were unexpectedly narrow. Like you'd expect in an old city neighborhood facility. For a building this large, it felt cramped, claustrophobic and uncomfortable. ~ They have beer, wine and some toiletries segregated in a separate section in the middle of the store with separate checkout registers. Anything you buy in this section has to be paid for before you leave that section. So they've arranged it so that you've got to stand in line to pay for your purchases twice, fumble for your wallet twice, stash your receipt twice. If this is permanent it's enough for me to shop elsewhere. ~ The gas pumps do not read Safeway Rewards cards. You have to key in the phone number you used (20 years and four phone numbers ago) to register your card, which means you've got to touch their keypad which these days is sub-optimal. ~ Additionally, the touchless payment option on the pumps was not functioning... and if you've got to punch in your rewards number instead of swiping it, *it's not touchless* even when it's working. ~ I could not cancel the transaction by hitting any key when I tried to start over after ham-handing my rewards number the first time. My transaction did time out,* three times* before I could complete it, swiping my rewards card to no avail, (timed out), trying to remember my rewards card number (timed out) and then discovering that the touchless payment feature was not enabled and trying to get out my credit card (timed out). They've got the timer set a bit too aggressively. Maybe to compensate for the fact that the "cancel" button isn't working? Verdict: A huge facility made uncomfortable by too-tight isles, an inconvenient double-checkout system and cramped parking. A real shame considering the substantial investment they made in the facility. read more

I'm not normally the biggest fan of Safeway but I'm prompted to write a review because of the outstanding customer service I received from Eunice yesterday. I had made a pretty big mistake with my purchase which I hadn't noticed til I got to my car. I went back into the store, Eunice was the first person I saw and was more than happy to help me. She greeted me and asked my name. I was immediately impressed as customer service has really gone down the drain recently, especially at big box stores. 5 stars for her. The store gets three because the prices are always higher than anyone else's. So average is 4 stars. At least they are doing well with whom they hire! read more

This review is specifically for the bakery department. I've only been to this Safeway two times to visit the bakery department. -On my first visit, I went to order a cake for my daughter's 5th birthday party. I placed the order 3 days in advance, and scheduled the pick up time for 12pm. Party day, 12pm comes, and I go to the bakery to pick up the cake. I was then told that there wasn't going to be a cake for my daughter because their baker called out sick. (No attempt was made by the department to contact me ahead of time so I could make alternative plans to get a cake.) I was told I could "just get a cake from the refrigerated section" (not the cakes in the display case....because there were none, but the refrigerated section.) I spoke with the manager and he asked me to come back in 45 minutes and the cake that I ordered would be ready. Which it was. He gave me a $5 discount, but I felt that I should have been offered a bigger discount due to the amount of money that the cake was, on top of the major inconvenience that was caused to me. -On my second visit, I came to get a last minute cake from the display case (they had plenty this time). I approached the bakery department with my daughter. There was one customer ahead of me that was already being helped by an associate with ordering a cake. So I took the time to look at the cakes in the display case to select which one I wanted, and my daughter picked out a Frozen themed cake pop. 10 minutes went by and we were still waiting. We weren't even greeted or acknowledged. There were 3 female employees behind the counter, and one young man restocking bakery items, but I still patiently waited to be helped by one of them. As I was waiting, an older gentleman grabbed a slice of cake from the refrigerated section, skips the line and walks up to the bakery counter register to check out. He was acknowledged right away, but was turned down and told he couldn't pay here. By this this time, it's been over 15 minutes of waiting, without being greeted or acknowledged, and I wasn't happy. So, I walked over to the opening of counter to ask if one of the three ladies behind the counter (two which were occupied on their cellphones) could get me a cake from the display case? One lady told me no, and said "one of them will help you" (pointing to the young man restocking bakery goods, and to the woman who was still helping with the cake order.) I told her that I've already been waiting a really long time and they're both busy. She did not respond to me, and continued on to her cellphone. I was beyond irritated, and disappointed with the customer service I was receiving. I walked up to the young man who was restocking and asked if he could get me a cake from the display case. He said yes, and stopped what he was doing right away to help me. Although he did offer to assist me, it took him about 5 minutes to fold the cake box, print out the labels, and get my cake and cake pop (after asking me multiple times which ones I wanted.) I'm not sure if he's new, but I give him an "A" for effort. Overall, if you are fine with the 50/50 chance of actually getting the cake that you ordered, waiting a very long time, and not being acknowledged by employees because they're too busy on their cell phones to help you, then the Hercules Safeway Bakery location is the bakery for you! read more

This was an utterly horrible experience. The parking was ridiculous. I had to park farther away than I've ever had to park from a grocery store in my entire life. And then there were no cart drop offs anywhere near, when I got back to my car. In-store there was the most ear-splitting squeal over the speakers, almost the entire time. I had to get some basic necessities, so rushed through and got those and then left without even finishing my shopping. I could not stay one more second. I will absolutely not be going back there ever. read more

This horrible rating is for the horrible employee I encountered today 5/21/21 at self checkout @ 3:50pm name Ashan! This employee should never be around customers. He was unprofessional about the matter after we had showed him proof, that an item was part of a deal that Safeway had in their ad. If your unable to handle the situation why not call a supervisor or manger? Instead he got us all frustrated and continued tell us we are wrong. Not until I pointed out where we saw the deal! Where the sign was clearly underneath the product. After that why not call a supervisor???? Why do you still continue to convince us we were wrong?? Ashan should never deal with customers. this man has horrible customer service. Once again if and employee can't handle a situation they need to stay calm or call a supervisor. If a product is fully stocked underneath a sign and it's not ringing up that price it false advertising. The ad clearly says that products brand with the Ounces (oz) exactly what the sign described. on a good note this place is lovely. Thank you so much to Dani for helping us. she was super professional, sweet, calm and collected. As well as thank you to Jeremiah for listen to a frustrated customer. These two employees are the reason why customers will leave a business happy. read more

Been here 3 times since opening. Love the Starbucks area and staff there are very nice. I like that there's an outdoor seating for customers. We were looking for ahi poke today and asked the staff that was making sandwiches if there's any ahi poke/sashimi and the lady said no and that they are still trying to figure out when they will start serving that. We decided to walk around the store to see what we need and discovered their ahi poke counter. If you work at the store, you should know what they serve. Anyways the guy behind the counter was super nice and friendly. Ahi poke was delicious! Will be coming back for more ahi poke. read more

This Safeway is very clean since it's brand new. I waited in line in Starbucks while my wife was doing her groceries. The longest wait in a Starbucks line ever. The manager saw that and gave us a bag of groceries who were in line. I ordered a tall mocha Frappuccino and a banana bread and it took almost 45 minutes. They did not charge us for anything. I will never come back to this Starbucks ever again. I will still shop in this Safeway though! read more

Big and clean. Friendly staff. A lot of stuff in here. Love the candy tables in the back lol.

This Safeway store is beautiful. But several things need to be addressed. More checkers to operate check stands like Trader Joe's, the shelves are always empty, unlike the Lucky in Hercules and can we please get some artisan French bread in the store. Example, acme or Semifreddies. The so called French bread sold in the store is substandard. Sunset the store opened in 2021, I asked the store manager about getting some artisan bread and he kept saying he's working on it. After 2 years , I think he's just lying. read more

Worse service regarding the bakery department. They called me the day the cake is needed and then refused to do the cake mention they left me a voicemail which I did not receive.Unprofessional they should call at less two days before the cake was ordered two weeks ago. Once I spoke to someone she mention she was not decorator and she was unable to help that this was not her issue and she had just arrived to work . A free cake was given which was smaller and one decoration on top. Do not order from here very unhelpful. read more

The worst managed Safeway hands down. There are never enough people on shift. Go ahead and use the excuse we can't find people. Well maybe if you took some of record profits and gave them them to the rolls that actual make you the profits. You may find some people. Really piss poor management. read more

This Safeway is the best. Staff is always helpful and take time to answer your questions or help you if you need anything. I love going here! read more

I placed an order for Anaheim chili and did not receive a shipment only 1/2 of a case so I came to Hercules Safeway and receive the type of chilies I need it authentic Hatch chilies from New Mexico. All of it was in each case mild hot and and hot. I was helped by produce person Daniel M. In Produce HELPED me big time. So I want to give him kudos big time. We had to bag all the chili because they were loose in the case. And he checked each individual chili for freshness. He tossed away the rotten or spoiled chili peppers. Then proceeded to help me at check out and is helping me to the vehicle with three cases of hatch chili. Yeah!! I have a chili I need to make chili Relleno's, chili Verde. We're roasting chili this weekend and begging them to freeze for future use. Daniel M. in Produce made my Labor day weekend a success for my family. Kristi and Teddie both Check-out Clerks had to re-bag in small bags in order for the small scale to get proper weight. They were very patient and helpful. It took about 20 minutes or more to re-bag. Yeah to these nice clerks and Fabian he helped load over 70lbs of Hatch chili in my trunk. read more

I'm happy I live right down the street from here as I do my shopping here about once a week. The store is clean and I haven't had any bad experiences there. What really made me give a good review was by how amazing their sushi selection/quality is. I love sushi and I find that this store makes way better quality sushi than Sprouts and other selected stores read more

This is the second time I've come to Safeway late at night and found a long line with only 1 checker. It's ridiculous that they can't do better. I'm done with Safeway. Shop at lucky's down the block. They have better sense and better customer support!! read more

Ordered a cake from the bakery and they made the cake wrong. Came back to talk to them about it and they were extremely rude! Dismissive and short. Tried going to guest services to get a refund and I was rudely told to do and waited there for 5 mins. No one ever came. I won't ever be coming to the bakery again. read more