ComplaintsforTops Markets LLC

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought ***** **** deli Turkey meat from Tops Markets on Grand Island, NY, on 9/15/2024. A slice of Turkey had a piece of bone about 2 1/2 inches long. I give this meat to my toddler for lunches and it is EXTREMELY dangerous. Luckily I was the one to bite into it and not him. I paid $14.97 on the Turkey. I called the business and they dismissed my concerns saying it was normal, but from my understanding, any bone in deli meat can't exceed a couple millimeters long. It was again, 2 1/2in long & sharp. Something needs to be done about this. It can cause great harm to a child & there have been issues with ***** **** already.

  

  Business response

  09/19/2024

  I apologize, there is no reason why the store should not have given a refund.  The Store manager Mike M*** will be reaching out to arrange for a refund.  I again apologize for this and the inconvenience.  Thank you for being a loyal Tops shopper and for bringing it to my attention.  

  Customer response

  09/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** ****

• Initial Complaint

  08/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Top market, hit me with the bait and switch and then refuse to a honor the price. I tried to call the police to file a New York State penal law 190 dot 20 against them, but the police refuse to do it. So the store manager threw the paper towel at me and told me kick rocks. I have it on video.

  

  Business response

  08/19/2024

  I apologize for your coupon not being taken.  I understand the Assistant store manager tried to assist.  I do believe he received the $2, if not please reach out to the store manager Dave W********  

  Customer response

  08/20/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards, ***** *******

• Initial Complaint

  08/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today I was discriminated against at Tops on East ridge road. I was at self checkout and cashier cursed at me and told me I didn’t scan the 2 bags of grapes I had in my hand. I did scan them correctly then she proceeded to argue with me. This is my 3rd time being accused of stealing I am a nurse and I am not a criminal. The store has terrible customer service and the employee name was ***.

  

  Business response

  08/19/2024

  I have reviewed with the store team.  I apologize for the poor experience you had.  Thank you for bringing to my attention.  

  

  Business response

  08/20/2024

  I take pride in resolving issues, so our customers feel comfortable with their experiences.  I again I apologize, and the issue has been addressed and consider the matter closed.  

  Customer response

  08/22/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This has happened to me numerous times and I refuse to continue shopping at this establishment it’s not fair to me I have been a customer since I was little but now I don’t like Tops. The employees just can do what they want and nobody cares that’s not customer service I was being embarrassed and harassed by this particular employee threatened me to cause harm to me. Why should I have had to spend my hard earned money shopping in Tops and have to go through this situation. I would like a refund for the total amount I spent there that day. I will not be returning to any Tops stores in Rochester, NY. I will be shopping elsewhere this was the last time you guys will do this uncomfortable situation to me. This is not satisfactory for the case] Regards, ****** *********

• Initial Complaint

  07/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I don’t understand how it is legal for a business to charge double the cost of what they normally charge while running a bogo offer. For example, ******** normally costs $7-8 for an 8 pack of the 20oz bottles but while they ran the buy two get three free offer they raised the price up to $10 and change. Or while they did bogo free on all meats the ground beef was about $7.49/lb but when off the deal it runs $4.49/lb. How is this considered okay and legal when they are intentionally raising the price?

  

  Business response

  07/25/2024

  If the Customer would like to discuss they are welcome to call the Customer service number.  Our pricing is based on the funding we receive from manufactures.  

  Customer response

  07/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   I do not understand the reply about the manufacturer price when tops themselves handled their own meat and butcher items like ground beef.  Also, why would I have to call customer service when the question could simply be answered here? It just seems wrong that an item when not on the bogo special is $4.49/lbs but when on special it is $7.49/lbs which almost doubles the price.   Regards, ***** *****

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I found dairy products on the shelf that were 9 days past their sell by date yesterday. I have previously removed rotten fruit from their produce department and taken it to Customer Service. I shop at the Tops Supermarket on Grand Island in New York. I’m not seeking any compensation as I did not buy the bad milk or rotten produce. I just hope they could do a better job on ensuring the freshness of their stock so I can shop there without feeling the need to be extra diligent. I am becoming very disappointed with this store.

  

  Business response

  06/12/2024

  Thank you for bringing this to our attention. We will address immediately

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used the wrong card while checking out and they couldn’t refund it and use the correct card

  

  Business response

  04/24/2024

  Thank you for reaching out.  I need more information to be able to assist, this customer.  Our store manager Mark will be reaching out.  

  Customer response

  04/24/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ***** ****

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Store refused to accept $100 dollar bill for payment of goods. Which is illegal by New York State Law. Manager told me. Tops can do whatever they want.

  

  Business response

  03/15/2024

  We apologize for any inconvenience.  I will reach out to the store and make sure they are following our process.  Can you please let me know which store it was at. 

  Customer response

  03/17/2024

  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. I just hope they follow up with policy change and management training as expressed to me via a phone call from Business. I will follow up myself in the future to see if changes were made. and reserve the right the file another complaint if changes are not in place.  Regards,   ** ******

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I shop Tops for grocery delivery. I have had numerous orders that were missing items or wrong items that I reported to the grocer through their online shopping site and was suppose to receive a credit to my account for the items. I have never received the credits which some are as much as $60 for five six packs of soda on one occasion. I called Tops to ask why I had not been credited and they told me I have to contact *********. First of all, they are the ones who use *********, it is not a choice for shoppers, but regardless because when I try to get ahold of *********, I have to sign in to the website and I do not have an account with the user name and password I use for Tops. Second, I am communicating with ********* on the order page of Tops website and there is a report problem button on that same page which I have been using. At no time has there been any message telling me that I need to contact ********* and the grocer is the one who ultimately receives my money so I believe Tops should be the one contacting ********* about it, not me.

  

  Business response

  02/21/2024

  I apologize for the inconvenience you have had in dealing with *********.  I have left a message to contact me.  I will also me making arrangements with the Bath store for a refund for you.  I will work with ********* for a refund on Tops Markets end.  Thnak you for being a loyal Tops Shopper.  

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/28 at 7am as I was leaving tops on portage road, the automatic door started to open and then just abruptly jammed stop, causing me to hit the door and drop my phone and the screen to crack, for which o had to spend.my money to replace the device. Contacted tops but they shrugged this off like it's nothing. There defective door damaged my device and they are responsible

  

  Business response

  02/16/2024

  We have viewed video. It did not happen how he describes it. It was turned over to our insurance company.  Because of his rude threating manner . We have discontinued contact.  

  
  

  Thank you

  Cheryl C*******

  Director of Customer Experience

  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been harassed & abused by the loss prevention man at Tops on ******* Street - verbally abused and threatened with violence. First this man accosted me right out front of the store concerning a bag I was using for my groceries that apparently was improper for use in the store as it was a cinch bag - the man began screaming at me at the top of his lungs in front of people humiliating me, and made racial comments about white people like me not being welcomed at that Tops since it is a Hispanic Tops and white people like me are evil since we are responsible for the mass shooting at Tops on Jefferson Ave. The next incident occured last week when the same man approached me in the checkout line , showed me a picture of myself exiting the store on some other occasion with my groceries in a bag in full view of the camera and coming from the register where I paid for my items. The man informed me that this is me stealing and I am no longer allowed to shop at that store and id I came back he would "stomp my head in" all the while brandishing a can of pepper spray at me . I am a senior citizen with Parkinsons Disease who lives in a senior apartment building nearby and without transportation , so now I have no place to shop for food . This man obviously has serious psychological issues and is a danger not only to me , but to other customers he might also fixate on - particularly if they are white . I am afraid for my safety from this Tops employee , and I fear I will now suffer malnutrition due to the fact that I have no place to shop now for decent food exacerbated by my medical issues . I am a good person who loves and serves God and I have never stolen anything in my life ; this man is lying and the picture he displayed is of me OBVIOUSLY exiting the store with paid for items . If I stole anything , then why wasn't I detained and the police called ? Please address and correct this situation , or inform me whether I should seek legal help to address this situation.

  

  Business response

  04/26/2023

  Thank you for reaching out to us.  I apologize that you have not had a great experience at this location.  This store is a franchise store.  I have shared your complaint with them.  Someone from that group should be reaching out to you.  

  Customer response

  05/02/2023

  All Tops corporate did was tell me Tops store #*** is a franchise store - nothing more substantial than that .  Actually they indicated too that they are attempting to reach out to the owner , and that someone from that store should be reaching out to me . To date nobody from Tops store #*** has contacted me So basically Tops corporate just blew some hot air and nothing meaningful  Furthermore ,bToos corporate seemed to not even have properly read the complaint , as they told me if I feared for my safety at that store from ANOTHER CUSTOMER , I should file a police report - which baffles me as I certainly never mentioned anything about any customers , but specifically and clearly stated that I am having an issue with the store loss prevention man So as this drags on with no meaningful action from Tops corporate or personnel at Tops store #*** , I suffer as I have nowhere to shop to obtain BY PURCHASE items to meet my specific & significant medical & nutritional needs .  Please , I have told the truth , HELP ME ! 

  

  Business response

  05/04/2023

  We apologize that you are not satisfied.   I personally have reviewed you complaint with the owners they will address all of the concerns.  We take the safety of our associates and our customer very seriously.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩