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Business Profile

Wholesale Grocers

Topco Associates, LLC.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Grocers.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/10/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased ********* brand sharp cheddar cheese 16 oz on 1/24/24 at my local Bashas'. I used the cheese the same day for macaroni and cheese...it was horrible! Would not melt properly...it was very lumpy and extremely greasy!On 1/25/24 I called customer service at ************ to submit a complaint and to ask for the double money back guarantee. I spoke with **** who took my information and promised a refund check of $12 be mailed to my home. I received nothing and called again on 2/23/24 and again was promised a refund. Still nothing. I again called on 4/22/24 and spoke with *****...same response. On 4/4/24 I received a call from ******* apologizing for the delay and assured me she would see my check be mailed. Still nothing. Every time I call I get the same story but no results. Today, 5/10/24 I again called and spoke to ***** who checked my ticket #********* and verified a check was not mailed and said she would look into the matter. HELP!!! The product ruined my meal and their promise of 100% satisfied or double your money back goes unanswered!I appreciate your help.

    Business Response

    Date: 05/10/2024

    Good afternoon,

    Thank you for taking the time to contact us. I was able to pull  your case and do see the notes in place. Our apologies for the delay. I do see that certificates were sent out to you on accident instead of issuing the check refund. After that notice it was rerouted to be correctly processed as a check. Our apologies for the inconveniences and appreciate your patience. I can assure you that this is being processed/worked on. Once I receive an update on the estimated time of arrival I will be sure to provide you with an update.

    Thank you again for your time.

    ******************************** | ********************************
    Sr. ******** Services Analyst, Quality Assurance
    Topco Associates LLC
    ****************************************

    Customer Answer

    Date: 05/13/2024

     
    Complaint: 21694252

    I am rejecting this response because:  This is the same line  I have received every time I have contacted Topco.  The amount of time it is taking for my refund is ridiculous...the purchase was made 1/24/2024 and I contacted Topco the very next day!

    Sincerely,

    *******************

    Business Response

    Date: 05/23/2024

    Good afternoon *****,

    I completely understand the frustration that comes with a setback like this. This is definitely not how we like to do business, and I apologize for any inconvenience this may cause.
    I can assure you that your check is in the submission process. I have reached out to our accounting department to see if we can get this expediated and once I have an ETA on your check status being mailed out we will follow up with that information asap.

    Thank you again for your time and we appreciate your patience on this matter.

    ************************* Fergle | ********************************
    Sr. ******** Services Analyst, Quality Assurance
    Topco Associates LLC
    ****************************************

    Customer Answer

    Date: 05/23/2024

     
    Complaint: 21694252

    I am rejecting this response because:  I have not yet received my promised refund.  The notice did say that the check request has been submitted for processing.  I am hoping it is resolved soon.

    Thank you for your help.

    Sincerely,

    *******************

  • Initial Complaint

    Date:12/17/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ON 12/15/2024 my husband purchased ********************** Bites from Allsups for around $9-$10 because I love pizza rolls and me personally I usually buy ************* Rolls. Any way I made my pizza rolls and took a bite and my teeth hurt and I actually thought maybe I cooked them too long or bit into a rock, Wrong answer it was a stud(earring) total health and safety issue and violation. If I would have swallowed the stud(earring) there could have been some medical issues or worse

    Business Response

    Date: 12/19/2023

    Thank you for taking the time to contact us. We received your web form submission regarding the ******************* Bites on 12/16/2023. Our apologies the product did not meet expectations. Our agent replied back to you on 12/16/2023 and requested photos of the foreign object in order for it to be shared with our supplier. The photos aid our suppliers in their investigation. We received your reply on 12/17/2023 requesting compensation.

    Due to the 16th being a Saturday we were not able to hear back from our supplier until Monday. They informed us that they reached out to you via email hoping to send you a retrieval kit to collect the foreign object. They did inform us that they checked their production records and that they did not have any issues with their metal detector. They stated that they also check/challenge their metal detectors every 15 minutes and perform GMP audits at least 3 times a shift and did not have any issues with jewelry. At this time they are not sure how the foreign object ended up in your food. 

    Today our agents responded back to your last email. We let you know that we have notified our supplier and that we will certainly put in the request for a check refund. Again our apologies for the inconveniences and thank you for taking the time to contact is. Please feel free to reach out if you need any further assistance.

    Have a good day!

    Mirama Fergle 

    Sr. ******** Services Analyst- Quality Assurance

    Topco Associates LLC

  • Initial Complaint

    Date:01/02/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    When unwrapping an American Cheese slice, I noticed a dark spot imbeded in the cheese. There was nothing showing out of either side, so at first I assued it just a hard spot in the cheese. After breaking it open, it became clear it was about a centimeter long piece of blue plastic. After several days of trying to get in communication I eventually posted the video of the cheese on some of their social media posts. This finally got a response that was only "well reach out to out manufacturer."There was no accountability nor any sense of urgency to rectify the situation. They offered no explination or steps on how they try to prevent this from happening.I just feel swept under the rug and told to move on. I am not trying to get anything from the company, there just needs to be some sense of responsibility for leaving plastic chunks in food ment for human consumption.I only had a couple slices of the cheese and I know its a few dollars, it's annoying that now for the rest of my life i am going to check wrapped cheese for plastic and have anxiety about it every time.Videos and pictures have been provided to the company and I will be happy to send them again to resolve the complaint

    Business Response

    Date: 01/03/2023

    Good afternoon *******,

    We received your email on 12/24/2022. Unfortunately, due to the holiday we were unable to respond to you until the 26th. We appreciate the photos you were able to provide us. Our apologies for the inconveniences and advised that we were forwarding your comments over to our supplier to start an investigation regarding the foreign object found. Our apologies their response to you was not immediate as a delay can occur due to the holidays. I do see the supplier contacted you today via email. They are hoping to retrieve the product in order to complete their investigation. Once the product is received back, they will begin testing and once the testing and investigation are complete they will reach out to you.

    Thank you again for your time and patience as our supplier does their due diligences to provide you with results from their investigation. Our apologies for the inconveniences.

    Kind Regards,

    ************************* Fergle | ********************************

    Sr.Consumer Services Analyst, Quality Assurance
    Topco Associates LLC
    150 ********************., *****************,** 60007-1015

  • Initial Complaint

    Date:09/08/2022

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been feeding my dog Paws Happy Life Large Dog Biscuits for several years with no problems. After a recent purchase of a 4 pound box, I noticed the bones were different in color ,smell, touch, size, weight and shape from previous purchases over the years. I contacted Topco Associates LLC via the number ***************) provided on the box, on Wednesday, August 31 2022 to voice my concern. I was told I would be contacted within 24 hours.No call back was received so I called back on Friday, September 02. My dog had developed diarrhea and loss of appetite and I am very concerned. I was told that customer service was busy and would get back to me. I asked to prioritize my complaint. Today is Thursday, September 08, no call back.I called Topco ***************) again and asked for a supervisor. After 15 minutes of the individuals obvious confusion and fumbling, ***** came on the line and told me that she does not work for Topco. She works for the answering service that takes calls for Topco and will email someone at Topco with my concerns. She did not know when someone would get back to me. She told me she did not have any direct phone number(s) of anyone a Topco.This is a company that distributes food. To isolate themselves from the consumer is irresponsible and unacceptable. Please help.

    Business Response

    Date: 09/12/2022

    Good afternoon *******,
    Our apologies for the inconveniences you experienced. I would like to reassure you that all the calls our call center receive are accessed by us at corporate. We did receive your initial call on 8/31/2022. It was documented with the following message "I have questions regarding the Paws happy life bones, they are different in color, weight, texture and smell and I need to know why they are different?" Our apologies there wasn't a return call from our supplier in a quick fashion. I do see your additional calls on 9/2 and 9/8. Unfortunately, the agent who took those calls did not assign the ticket to the correct department afterwards. Which of course if unacceptable. Topco has reached out to the call center to provide those agents with proper coaching so that this does not happen again, as we take adverse reactions very seriously. In fact, if your initial call had any mention of an adverse reaction it would be escalated quickly. Once I was made aware of your concerns, I escalated our case to our supplier to investigate. I attempted to contact you on 9/9/22 and 9/12/22. Unfortunately, there was no answer. I left a voice message. The supplier informed me that they have not been able to make contact as well. Please give us a call so we may be able to continue this investigation and provide you with reassurance. Again, our apologies for the inconveniences. We hope to hear from you soon.
    Thank you!
    Topco Sr ******** Services Analyst
    ************

    Customer Answer

    Date: 09/20/2022

     
    Complaint: 17935918

    I am rejecting this response because: I was contacted by Topco and have sent the remaining product to them for analysis. I have not heard from them since.

    Sincerely,

    ***************************

    Business Response

    Date: 09/21/2022

    Good morning *******,

    I have received confirmation from the supplier that they received the product yesterday for testing. Once the investigation is complete, the supplier will reach out to you with their findings. If you need anything else in the meantime, please feel free to contact me.

    Thank you for your time.

    Topco Sr ******** Services Analyst
    ************

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