"I'm unhappy with their customer service," said Kristin Lineberry, mother of three children. "They weren't treating it very seriously."
The nail came from a pallet used to load the bread.
Lineberry bought the bag of Safeway brand whole wheat bread earlier this month and opened it a week later to make a peanut butter and jelly sandwich to feed her 6-year-old son. Later, when she was making grilled cheese sandwiches, she discovered a rusty 2-inch nail imbedded in a slice of the bread.
"The nail was disgusting," she said. "I just gasped and I called my husband. I was in shock."
She said the day her son ate the bread, he got sick and vomited that evening.
She called Safeway after she found the nail and brought the bread back to the store.
Lineberry said the manager didn't have much of a reaction.
"He didn't seem disturbed by it," she said.
Store employees took the bread and the nail, and the manager gave her a half gallon of ice cream. A store customer service representative scheduled an appointment with Lineberry, asking her to fill out an incident report.
She said when she was about to leave her home to file the report, about 20 minutes before the appointment, the representative called and asked to cancel. She told the person that she was on her way out the door, and canceling wasn't going to fit in her schedule, and the representative agreed to continue with the appointment.
She added that Safeway offered her a $75 gift card as long as she wouldn't take any legal action against the store, but she refused.
"I told them I'm not in this for the money," Lineberry said. "I just want to make sure this doesn't happen again."
She also called the Contra Costa County Department of Environmental Health and told about the nail. Health officials confirmed the nail came from a pallet.
Lineberry noted this week that she wants more of a follow-up and concern from Safeway.
However, store representatives felt they had adequately responded. They reacted immediately upon hearing about the incident, said Sherry Reckler, manager of public affairs and governmental relations for NorCal Safeway.
"We have contacted the customer," said Reckler. "We have taken steps in the future. We have reviewed the situation carefully. We have safeguards in place."
"It's regrettable that she felt she didn't receive the customer service she would've liked," she added.
Reckler would not elucidate on the preventive measures Safeway is taking and declined to comment about the store's offer of a $75 gift card to Lineberry for not taking any legal action.
"As of now, I'm not shopping at Safeway," said Lineberry. "I haven't heard from them. There has been no follow-up. My son is doing better."